Volunteer Services Manager

About the role

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.

Responsibilities

• 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
• Ensures the success of the Erlanger Auxiliary, the Auxiliary Board, and its fundraising endeavors, including all gift shops and fundraising sales
• Other duties as assigned

Qualifications

Required:

• B.A. or B.S. Degree from an accredited college; equivalent combination of education and experience will be considered
• 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:

• Communications, Business, Non-profit or healthcare focus
• De-escalation training, if applicable

Erlanger Baroness Hospital, Chattanooga, TN