Volunteer Experience Supervisor

About the Role

The Volunteer Experience Supervisor at Houston Food Bank plays a vital role in ensuring a positive and engaging experience for volunteers. This position leads a team of Volunteer Hosts, creating fun and safe environments for diverse volunteer groups, sometimes up to 1,000 people at a time. The supervisor is responsible for active team management, project oversight, and collaboration with various departments to achieve the organization's mission.

Responsibilities

• Supervise Volunteer Hosts by being present in project areas, conducting walkthroughs, and ensuring a fun and safe volunteer experience.
• Hold team huddle meetings before and after shifts to communicate updates, assignments, and provide briefings.
• Support the team by overseeing projects, leading volunteers, maintaining clean and organized project areas, and filling in for Volunteer Hosts as needed.
• Ensure completion of documentation on tablets by Volunteer Hosts and communicate relevant information during shifts.
• Gather and relay Volunteer Survey Data weekly to address and plan project area improvements.
• Collaborate with the Volunteer Experience Coordinator to create next-day shift schedules and pre-schedule assignments for staff and dedicated volunteers.
• Schedule dedicated time for Volunteer Hosts' training and professional development.
• Manage large and last-minute volunteer shifts, ensuring project areas are pre-staged and well-prepared.
• Complete daily Supervisor Quality Check documentation and approve Volunteer Hosts' forms for each project area.
• Facilitate communication with the Volunteer Experience Manager regarding shift schedules, performance, and project-related matters.
• Provide supervision and support to dedicated volunteers on the experience team.
• Ensure Volunteer Hosts engage volunteers through activities and step in to assist when necessary.
• Promote safety by assigning and maintaining equipment and reporting safety concerns to Facilities.
• Stay updated on AIB reporting protocols and collaborate with Facilities management.
• Attend and contribute to scheduled meetings as required by the Volunteer Experience Manager or Director of Volunteer Services.
• Coordinate with Volunteer Services Coordinators and managers for special project requests and volunteer group registration.

Supervisory Responsibilities

• Manage two or more direct reports, providing guidance, oversight, and performance management.
• Develop and maintain roles, responsibilities, and expectations for team members.
• Conduct interviews, plan and assign work, and resolve problems.
• Support and participate in project teams sponsored by other management team members.

Requirements

Qualifications

• High School Diploma or GED (Associate's degree preferred)
• 2+ years of administrative support experience
• Minimum 2 years of supervisory experience
• Minimum 2 years of customer service experience
• Volunteer management, event coordination, and project management experience preferred
• Bilingual English/Spanish preferred

Certificates, Licenses, and Registrations

• Valid driver's license, reliable transportation, and insurance
• Willingness to be trained to operate an electric pallet jack and forklift

Special Knowledge/Skills/Abilities

• Proficiency in Microsoft Office Suite
• Ability to work with a diverse population and exceptional public speaking skills
• Strong leadership, coaching, and documentation skills
• Ability to establish objectives and support strategic plans
• Independent work ethic with sound judgment and critical analysis skills
• Strong accountability, attention to detail, and planning skills
• Ability to manage multiple tasks and communicate effectively
• Exceptional interpersonal skills and a high-energy attitude
• Ability to maintain composure and apply de-escalation techniques
• Strong organizational and data analysis skills
• Ability to maintain confidentiality and work professionally across the organization

Compliance and Reasoning Ability

The role requires adherence to HFB policies and the ability to apply common sense understanding to carry out detailed instructions. The incumbent must deal with problems involving concrete variables in standardized situations.

Physical Requirements

The position involves daily data analysis, communication, and remaining stationary for extended periods. It requires regular movement around the office and facility, manual dexterity for typing and writing, and frequent lifting of up to 50 pounds. Average hearing ability is necessary to perceive warehouse-related alerts.

Work Environment

The role is primarily based in an enclosed office environment but may occasionally involve exposure to wet/humid conditions, strong food-related smells, and outside weather. Noise levels vary from quiet office settings to loud warehouse environments.

Travel

Minimal travel is required (up to 10% of the time, domestically). Flexibility is needed to support Houston Food Bank operations during disasters, community events, and company events.

Must be legally able to work in the United States.