Manager, Volunteer Services

About Dorothy Ley Hospice

Dorothy Ley Hospice (DLH) has been caring for community members in Etobicoke, West Toronto and Mississauga for more than 35 years. As one of Ontario's oldest and most established hospices, we're helping to lead the future of hospice palliative care. We offer community and hospice residential palliative care, as well as grief and bereavement support. Our compassionate team of palliative care physicians, nurses, staff, and volunteers provides support and care to over 5,000 individuals annually.

About the role

Volunteers are a vital part of the compassionate care provided by Dorothy Ley Hospice. More than 250 active volunteers contribute their time, skills, and care across our residence, community programs, and organizational activities. As Dorothy Ley Hospice prepares for growth and future multi-site operations, we are seeking an experienced and collaborative Manager, Volunteer Services to lead, strengthen and expand our volunteer program. Reporting to the Director, Development & Communications, the Manager, Volunteer Services will provide both strategic leadership and day-to-day oversight of the volunteer program. This is an exciting opportunity for a skilled volunteer engagement professional to build on a strong foundation while developing a scalable, sustainable and inclusive model for the future.

The Manager, Volunteer Services will ensure volunteers are thoughtfully recruited, welcomed, trained, scheduled, supported and recognized throughout their time with the Hospice. Working closely with staff across the organization, the Manager will identify emerging needs and create meaningful opportunities for volunteers to contribute to high-quality, compassionate hospice care. The successful candidate will be a relationship-focused leader who can balance strategic planning with hands-on program management. They will bring strong organizational skills, sound judgment, and a genuine commitment to creating an engaging and rewarding volunteer experience.

Responsibilities

• Provide strategic and operational leadership for the Volunteer Services program.
• Oversee the daily coordination and administration of volunteer services to ensure effective and responsive service delivery.
• Develop, implement and report on an annual Volunteer Services work plan.
• Work collaboratively with Hospice leaders and program teams to identify volunteer needs, service gaps and opportunities for program growth.
• Develop a scalable volunteer service model that can support organizational expansion, multi-site operations and outreach into new communities.
• Lead volunteer recruitment, screening, intake, orientation and onboarding processes.
• Build relationships with community organizations, schools, businesses and other partners to expand and diversify the volunteer pool.
• Oversee volunteer scheduling and coverage across Hospice programs and services.
• Develop and coordinate ongoing education, training and skill-building opportunities for volunteers.
• Support volunteer engagement and retention by fostering a culture of belonging, accountability, compassion and appreciation.
• Lead organization-wide volunteer recognition and engagement initiatives.
• Develop and maintain volunteer policies, procedures, systems and best practices.
• Gather and analyze volunteer feedback to identify opportunities to improve the volunteer experience.
• Research and implement new tools, models and approaches that strengthen volunteer engagement, retention and operational efficiency.
• Ensure volunteer practices align with organizational policies, accreditation standards and applicable regulations.
• Monitor program outcomes and provide meaningful reporting on volunteer participation, engagement and impact.

Qualifications and experience

• A bachelor's degree in social sciences, community engagement, health sciences or another relevant field, or an equivalent combination of education and experience recognized by the Hospice.
• Three to five years of experience in volunteer management, program leadership, community engagement or a related field.
• Experience in health care, palliative care or the non-profit sector is preferred.
• Certification in Volunteer Management is strongly preferred, or a demonstrated interest in completing the certification.
• Proven leadership experience, including the ability to guide, support and motivate staff and volunteers.
• Strong knowledge of volunteer recruitment, training, engagement and retention practices.
• Excellent organizational and program management skills, with the ability to manage multiple priorities and meet deadlines.
• Exceptional interpersonal, relationship-building and communication skills.
• Proficiency with volunteer scheduling or management systems, such as Volgistics, and Microsoft 365.
• Familiarity with accreditation standards and hospice care best practices is an asset.
• Availability for occasional evening and weekend work.
• Access to a vehicle is an asset.
• A satisfactory Police Vulnerable Sector Check will be required as a condition of employment.

Compensation

• Hiring Salary Range: $36.66 p/h – $43.96 p/h
• 15 days' vacation
• 5 personal days
• Competitive health and dental benefits (after probation)
• Participation in HOOPP (Health Care of Ontario Pension Plan)