Volunteer Manager

Summary 

Oversees a successful and diverse team of volunteers and interns, in public and office related posts. This includes the recruitment, retention, and recognition of volunteers and interns. Candidate assesses the program and creates new offerings while continuing to grow the program.

Supports the Guest Services team in hiring, training, external communication response, and general floor support. Reports to VP of Operations (volunteer/intern related) and the Guest Services Director (operations related). Candidate works well independently and with a team and is open to new, creative ideas while fulfilling the Museum core values. 

Five Areas of Accountability

  • Relationship building – individuals, communities, colleges/universities/H.S., mission aligned nonprofits. Includes recruitment, advertising, guest reviews. 
  • Program management – planning and development of programs/offerings for interns, volunteers, teens, and museum offerings.
  • Recognition and inclusion – enrichment, appreciation, communication, benefits management, internal committees.
  • Department support – hiring, floor posts, special events, intern/volunteer placement. 
  • Standards of excellence – training, evaluation, surveys, standard operating procedures, taskforce participation cross-departmentally.

 

Success Traits

  • Being an effective communicator - clearly and succinctly explain tasks, goals, and other information to all levels of volunteers/interns, guests, and staff.
  • Detailed oriented – ability to multi-task while producing accurate results. 
  • Managing complexity – understands and emphasizes the other departments/teams along with external factors that influence their daily operations
  • Fostering creativity and innovation – provides consistent feedback and ensures team members receive the proper development/training to excel in their positions. 
  • Leadership – garners respect and trust through transparency, integrity, and visionary direction.

 

Responsibilities 

Volunteer Program

  • Recruits, onboards, and trains enough volunteers to meet the demand of SPY’s visitation and other Museum department needs, with a focus on Museum DEAI initiatives. 
  • Develops orientation, service excellence, and ongoing engagement training program addressing customer service techniques and safety. 
  • Maintains volunteer information, hours, and schedules in volunteer database Volgistics. Analyzes volunteer data as part of regular and ongoing evaluation. Trains volunteers on VicNet, Volgistics’s online portal, and VicTouch, Volgistics’s sign-in software. Effectively communicates Volgistics volunteer schedules with Guest Services staff and volunteers.
  • Provides efficient and effective communication to volunteers regarding their schedule, roles/responsibilities, and Museum initiatives and operations changes. This will include a bi-weekly volunteer newsletter, facilitating the Volunteer Advisory Committee, and providing additional updates about Museum news and policies via email, phone and through Volgistics. 
  • Creates and manages the volunteer budget, records, and coordinates policies and procedures, including background checks, with HR. 
  • Oversees an annual Volunteer Appreciation Event and other recognition and enrichment opportunities quarterly to include onsite, offsite, and virtual social and professional development.
  • Supervises and directs volunteers in daily interactions with visitors and via virtual volunteering projects with Museum departments like Communications, Programs, and Exhibitions. 
  • Creates partnerships with Museum departments on special volunteer projects and initiatives like the Webster Event, Access Days, and Spy Camp. 
  • Collaborates with Youth Education to host a summer Teen Volunteer Program and Teen Summit to include Spy Camp Counselors in Training. Recruits, onboards, trains, manages, and creates professional development opportunities for teen volunteers and provides ongoing support throughout the year to students. 

 

Intern Program and Community Partnerships

  • Builds partnerships and networks with colleges, universities, local high schools, and other intern placement organizations to recruit and match interns with Museum department needs. 
  • Interviews, hires, and collaborates with HR and other Museum departments to onboard and facilitate course-credit internships for students (emphasize on DEAI). 
  • Manages day-to-day operations of the Spy Museum Intern Program by communicating with and overseeing seasonal interns in a variety of Museum departments. Serves as lead contact for all logistical aspects of the Intern Program including meeting school deadlines, recording internship hours, and conducting mid-term reviews and exit interviews. 
  • Plans and executes intern educational programs and offerings, including a leadership luncheon and formal mentorship matching program. 
  • Fosters a sense of volunteerism and community involvement within the organization by leading staff community engagement projects. 

 

Guest Services

  • Provides general floor support to the Operations team. This includes, but is not limited to, daily scheduling, opening, all floor posts, guest relations and problem solving, and closing.
  • Assists with Guest Services management team functions (recruitment, interviews, trainings, etc.) as needed.

 

Minimum Education and Experience

  • Bachelor’s Degree is required.
  • Three-to-five years’ experience with non-profit volunteer management, preferably in a museum setting. 

 

Skills Preferred

  • Experience in customer service training in both informal and formal settings.
  • Demonstrated customer service customer experience.
  • Excellent written communication and the ability to craft information in a mission-related tone.
  • A patient, empathetic, and enthusiastic communicator.
  • Has a clear interest in the SPY mission and vision.
  • Computer software experience (i.e., Volgistics/database, Microsoft Office, E-mail, and Calendar) at an effective proficiency level. 
  • Ability to work within a team environment; demonstrate sensitivity to, and respect for a diverse population.
  • Demonstrated time management skills and including multi-tasking. Ability to meet deadlines. 
  • Work independently and with light supervision.

How to Apply

To Apply, please submit a cover letter, resume, and salary requirements to the Volunteer Management Application Form.