Volunteer Services Manager

Job Summary:

The Volunteer Services Manager oversees the volunteer programs at each Erlanger hospital to ensure excellence in customer service, policies and procedures, and assists with fiscal management. Direct reports include the Volunteer Coordinator and the Service-Learning Coordinator. The Volunteer Services Manager reports to the Director of Volunteer & Guest Services.

Volunteers are such an important part of Erlanger Health. They offer a wealth of experience, passion, and help with providing the extras for excellent patient experiences. The volunteer program consists of the recruitment, onboarding, scheduling, and management of the unpaid workforce.

Working with department managers throughout the health system, the Volunteer Services Manager will identify roles in clinical areas and in non-clinical areas that will assist staff and add to excellence in patient satisfaction. Managing the Volunteer Coordinator and the Service-Learning Coordinator, the Manager will ensure proper volunteer onboarding, which includes, but is not limited to, background checks, health screenings and orientation, including HIPAA training.

The Manager will build positive community relationships with other non-profits, as well as with high school and colleges and universities in the region, keeping up with service-learning initiatives as required with various health professions. The Manager will oversee all volunteer requirements, including annual EOLs, as well has disciplinary actions as needed.

The Volunteer Services Manager will also work with the Director of Volunteer Services to ensure the success of the Erlanger Auxiliary, the Auxiliary Board, and its fundraising endeavors, including all gift shops and fundraising sales.

Education:

Required: B.A. or B.S. Degree from an accredited college; equivalent combination of education and experience will be considered. De-escalation training, if applicable.

Preferred:

Communications, Business, Non-profit or healthcare focus.

Experience:

Required:

• Minimum 5 years prior experience with non-profit volunteer management or other relevant experience in a healthcare environment.
• Excellent people skills with ability to interact with and gain the confidence of a variety of people
• Strong organizational and follow-through skills
• Commitment to excellent customer service.
• Excellent use of the English language, spelling, grammar and oral communications.
• Strong working knowledge of computer applications (Word, Excel, PowerPoint, Outlook).
• Ability to work with minimal supervision.

Preferred:

Position Requirement(s): License/Certification/Registration

Required:

N/A

Preferred:

N/A

Department Position Summary:

• Oversees the management of the adult volunteer program, including recruitment, onboarding, scheduling, and volunteer performance.
• Oversees the college student volunteer program (Service Learning Program), including recruitment, onboarding, scheduling, and volunteer performance.
• Oversees the high school volunteer program (VolunTEEN Program), including recruitment, onboarding, scheduling, and volunteer performance.
• Oversees the Pet Therapy Program in the Adult hospitals, including recruitment, onboarding, scheduling, and volunteer performance.
• Ensures excellence in customer service, policies and procedures, and fiscal management.
• Manages and mentors the Volunteer Coordinator and Service Learning Coordinator.
• Leads volunteer recruitment, onboarding, scheduling, and management of the unpaid workforce.
• Identifies volunteer roles in clinical areas and in non-clinical areas that will assist staff and add to excellence in patient satisfaction.
• Ensures proper volunteer onboarding, which includes, but is not limited to, background checks, health screenings and orientation, including HIPAA training, in accordance to State and DNV requirements.
• Builds positive community relationships with Ronald McDonald House and other non-profits, as well as with high school and colleges and universities in the region, keeping up with service-learning initiatives as required with various health professions.
• Oversees all volunteer requirements, including annual EOLs, as well has disciplinary actions as needed.
• Ensure the success of the Erlanger Auxiliary, the Auxiliary Board, and its fundraising endeavors, including all gift shops and fundraising sales.
• Other duties as assigned.

'286997