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Volunteer Coordinator, 211 Maryland United Way Helpline
POSITION SUMMARY STATEMENT:
The 211 Volunteer Coordinator maintains an effective volunteer program that provides a mechanism for individuals, corporate groups and university students to serve the 211 Maryland United Way Helpline. This position recruits, trains, supports, supervises, and recognizes volunteers throughout the year, and handles incoming calls as needed. This position also assists in the training and monitoring of Community Resource Specialists and temporary staff to ensure quality standards are being met.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Works with non-profits, school systems, universities, volunteer centers, churches, individuals, and other internal and external constituents to build, strengthen and promote volunteer efforts
- Recruits, trains, manages, monitors, and recognizes volunteers serving at 211
- Provides weekly volunteer/intern office hours and check-ins
- Maintains all volunteer metrics, including hours worked; submits volunteer metric reports as needed
- Updates volunteer handbook, training modules, and position descriptions as needed
- Identifies sites and community partners for program and community events.
- Develops and maintains relationships with partners.
- Trains and monitors Community Resource Specialists and other duties as assigned by the 211 Administrative team.
- Monitor call handling, review caller records, and provide feedback.
- Ensures that staff, volunteers, and interns are meeting standards that are set by 211 Maryland United Way Helpline and AIRS.
- Provides coverage on the phone as needed
- To demonstrate ongoing success in this position, the Volunteer Coordinator must meet or exceed all established performance goals and objectives for 211
- Demonstrate a 10% increase over the previous year in number of volunteers assisting on the 211 MD United Way Helpline.
- Ensure that 80% of direct reports are meeting all standards.
- Exhibit and practice excellent customer service
- Establishes and maintains supportive, professional relationships with UWCM staff and volunteers; effectively represents UWCM in the community; develops contacts in the community with civic organizations, non-profit and governmental agencies; potential and current volunteers, funding sources, colleges and universities, elementary and middle schools, churches and others as appropriate.
- Maintains connections and network within the community to form and maintain effective partnerships in the community
- Maintains excellent interpersonal and communication skills, including the ability to work as part of a team.
- Presents a professional and positive image as a representative of UWCM at external events
- Can work with people from diverse backgrounds
- Is enthusiastic and has a positive attitude toward helping others
QUALIFICATIONS AND REQUIREMENTS:
- Bachelor’s degree in Social Work, Human Services or related field, with at least one year of experience in a human service organization.
- Experience in program management, public speaking and working with volunteers of all ages
- Demonstrated outstanding oral and written skills
- Excellent computer skills with some knowledge of web-based volunteer recruitment sites
- Flexibility in both schedule and projects
- For grant positions, Volunteer Coordinator must successfully pass criminal background checks and complete sex offender screenings.
- Ability to work independently to bring a project to completion and skills in facilitating partnerships, participate in collaborative UWCM projects, prioritize and manage multiple tasks
- Demonstrates proficiency in problem solving and strategic thinking skills
- Exhibits leadership, teamwork, initiative and enthusiasm
PHYSICAL DEMANDS: (sitting, standing, lifting, etc):
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Regular walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The employee must frequently talk and hear. Weights of up to 25 pounds are occasionally lifted. There is extensive use of a computer. Employee is primarily seated while performing the duties of the position.
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