Volunteer Services Coordinator

JOB / POSITION TITLE : Volunteer Services Coordinator

STATUS : Exempt

PRIMARY PURPOSE : Assist in coordinating and evaluating Hawaiian Humane Society's volunteer programs at both Mo'ili'ili Campus and Kosasa Family Campus. This role ensures the organization's needs are met through volunteer support while fostering a positive and enriching experience for volunteers.

Reports To : Manager of Volunteer Services

Supervises : Volunteers

ESSENTIAL DUTIES / FUNCTIONS :

• People Care. Ensuring internal and external patrons (employees, volunteers, Hawaiian Humane partners and community members) and their experience are a primary focus. Maintain clear, cooperative, professional, and respectful communication in person, via phone, and through email. Employees are expected to actively support a positive team environment, directly address conflict with the goal of problem solving and appropriately express concerns. This position interacts and collaborates with employees and volunteers at all levels of the organization.
• Customer Care. Deliver high-level customer service to Hawaiian Humane community members including in volunteer recruitment, training, follow up support, and needs related to department assigned volunteers. Communicate compassionately, respectfully, and professionally with a diverse audience. Ability to assist emotionally difficult situations with strong communication skills and empathy.
• Volunteer Recruitment & Retention. Respond to volunteer inquiries and assist in advancing recruitment strategies. Responsible for aiding in the retention of volunteers by ensuring a quality experience through relationship building, implementation of volunteer retention programs, and organizing volunteer recognition events. Collaborate on engagement opportunities for volunteers throughout the year. Attend community events as a representative of Hawaiian Humane to promote volunteer opportunities as needed.
• Volunteer Orientation, Training & Development . Support the onboarding process, including applications, schedule orientations and trainings. Assist program leaders with department-specific volunteer training and development. Coordinate specialized training, safety protocols, and ongoing education.
• Program Assessment, Development & Growth. Work with the Volunteer Services Manager to assess and monitor programmatic efficacy and impact by benchmarking and examining retention and engagement. Maintain educational and training materials for internal and external use. Support the creation of the monthly volunteer newsletter. Create and maintain digital orientation and digital training classes, while also working with team members and partners on in-person training class opportunities .
• Volunteer Scheduling. As part of the onboarding process, determine each volunteer's regular schedule and coordinate with the relevant department(s). Identify and schedule volunteers to assist staff with special tasks and projects upon request. Assist with organizing group volunteer experiences, scheduling, and coordination. Manage the overall volunteer schedule and make schedule updates as needed.
• Volunteer Supervision. Responsible for aiding each department in supervising and engaging with volunteers regularly to ensure volunteers have a positive, quality experience, and are following proper protocol, procedures, and best practices.
• Relationship Management. Responsible for resolving issues that volunteers may encounter. Work directly with the appropriate staff member(s) to determine the cause of the issue and resolve the situation. Set expectations of policies and best practices for staff and volunteers and follow up with volunteers and staff regarding any previous issues.
• Interdepartmental Communications. Participates in meetings with other members of the department and shares ideas and suggestions designed to improve volunteer programs and the organization as a whole.

OTHER DUTIES / FUNCTIONS :

JOB CONDITIONS :

MENTAL, PHYSICAL & COMMUNICATION DEMANDS :

QUALIFICATION REQUIREMENTS :

The above information on this job description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory, or all duties, responsibilities, and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.