Volunteer Engagement and Hotline Services Coordinator(VEHSC)

Reports to: Director of Clinical and Advocacy Services

Summary: The VEHSC oversees the recruitment, training, evaluation and retention of

all volunteers that work with the organization. The Coordinator is responsible

for successfully matching volunteer skill-sets with organizational needs to

ensure a volunteer program that enhances the overall quality of services

provided by the agency. This position serves as the coordinator and primary

contact for the 24-hour Hotline Advocates, who work primarily with survivors of

sexual assault and abuse. Responsibilities include taking on call hotline

shifts, tracking trends and coordinating trainings and services.

The ideal candidate will display resourcefulness, flexibility, and a

strong ability to manage multiple projects and possess excellent supervisory

and public speaking skills. The candidate must demonstrate in-depth knowledge

of sexual violence, trauma informed services and the ability to communicate

effectively. The ideal candidate must have the ability at certain intervals to

be on call for the hotline and for volunteers as backup support. The ideal

candidate will promote, support and demonstrate the agency’s mission, vision

and values through both behavior and job performance and adhere to policies,

procedures and standards on a day to day basis.

Volunteer

coordination and engagement:

·       

Initiate, source

and recruit volunteers through various techniques (social media, outreach

events, speaking engagements, email, etc.) and establish/maintain a list of

viable sources for ongoing recruitment of volunteers and presenters on an

ongoing basis

·       

Develop and

maintain a marketing plan which focuses on the goals of the volunteer program

·       

Develop

and implement consistent interview procedures that highlight specific volunteer

qualification requirements

·       

Develop recruitment

and outreach materials, activities and plan to encourage a diverse population

of volunteers

·       

Collect and track

all volunteer information required for files and per funder requirements

·       

Prepare volunteer

assignments within the agency

·       

Train and supervise

volunteer Crisis Hotline Intervention Advocates and volunteer hours

·       

Co-coordinate

volunteer events, appreciation, activities for volunteers

·       

Create

and implement processes to address volunteer motivation to ensure a positive

volunteer experience.

·       

Provide direct on

call support, supervision and evaluation for volunteers and program

·       

Co-facilitate

trainings for new volunteers according to agency requirements

·       

Update training

materials and referral guide as needed. This may include information referral,

training manual, and statistics.

·       

Co-coordinate and

facilitate in service meetings for volunteers with other agency staff.

Direct

Services/ Coordination:

·       

Oversee

daily operations of a 24hr crisis hotline that receives thousands of calls per

year from survivors of sexual violence, their significant others and providers.

·       

Provide

primary on call coverage of the hotline when volunteers are unavailable

·       

Provide direct

services to survivors through 24/7 crisis hotline and/or when rapid emotional

support team is requested. Shifts are on call and on a rotation with other

volunteer advocates and staff.

·       

Coordinate 24 hour

on call schedule for hotline and provide training for hotline advocates

·       

Co-coordinate

monthly in service meetings/trainings.

·       

Provide

presentations, attend meetings and build relationships across the District.

·       

Provide educational

workshops, trainings regarding agency services, volunteer opportunities to

community members and partner agencies.

·       

Assist in the

development of protocols and procedures for hotline and volunteer management.

·       

Assess

callers needs and provide appropriate emotional support, information and

referrals utilizing the empowerment model

·       

Plan

and facilitate bimonthly peer supervision meetings for volunteer support and

continuing training

Administrative:

·       

Evaluate

the Volunteer Program goals and objectives

·       

Evaluate

and supervise the activities of the volunteers on a daily basis in order to

ensure continuity of services and conduct performance evaluations of volunteers

·       

Work

to identify areas where individuals need retraining or additional training and coordinate

implementation; Identify emerging training needs; coordinate volunteer training

to meet compliance standards/regulations and best practices

·       

Maintain and submit

monthly reports and adhere to necessary grant requirements

·       

Attend scheduled

internal meetings with agency and supervisor

·       

Maintain agency

paperwork and appropriate standards of confidentiality

·       

Research

and implement programmatic improvements and new program development to include

hotline tech/infrastructure, database systems and procedures.

·       

Develop

the hotline's ability for accessibility and improvements to reach diverse and

marginalized populations 

·       

Solicit

volunteer feedback regularly and as part of volunteers’ exit interviews

·       

Update

volunteers on organization activities and programs

·       

Other duties may be

assigned

Qualifications/Requirements:

·       

A minimum of a Bachelor’s degree from an

accredited college or university in Human Services, Social Work, Counseling,

Psychology, Education, or related field preferred.

·       

At least one year of experience in the field

of social services, crisis hotline/intervention experience

·       

Proficient knowledge of issues of sexual

trauma and gender based violence

·       

Commitment to quality programs and data‐driven program evaluation

·      Adherence to agency

regulations, requirements and ethical guidelines of profession

·       

Experience with trauma informed direct

services

·       

Extensive knowledge

of MS Office, Excel, marketing platforms, social media

·       

Knowledge of database management systems

·       

Strong attention to

detail and excellent verbal and written communication skills

·       

Ability to work independently and also

effectively in collaboration with diverse groups of people

·       

Flexibility to work outside regular hours to

include overnights and weekends when needed

·       

Thrives in a dynamic environment

·       

Strong written and verbal communication

skills; a persuasive and passionate communicator with excellent interpersonal

and multidisciplinary project skills

·      Ability to receive feedback

and incorporate feedback

Physical Demands:

Physical

demands described represent those that must be met by an employee to

successfully perform the essential functions of this job. Reasonable

accommodations may be made to enable individuals with disabilities to perform

the essential functions. Compliance with partner’s policy may be required to

fulfill core duties detailed in your job description. Partners may include but

are not limited to courts, hospitals, police department and other community

providers/systems. Directives may include but are not limited to use of

personal equipment, testing/screening/vaccination requirements, and other

directives determined by DCRCC for the health and wellbeing of staff, clients

and partners. This position requires a hybrid of work in person at the DCRCC

office, on scene, trainings, outreach events, staff meetings, partnership

meetings, and other locations. This position requires residency within the

District area as defined by the ability to consistently respond in person as

part of the core job function of this role.