Volunteer Program Coordinator

Job Summary

At HRA, our team of more than 1,000 volunteers serve in over 50+ different opportunities across 15 unique program areas. Our Volunteer Program staff work directly with our volunteer team and program leaders throughout the organization to ensure everyone has the necessary skills and resources to grow and develop our available services to our local DC, Maryland, and Virginia communities.  

We are looking for a compassionate people-person with demonstrated ability to thrive in a fast-paced, ever-changing workspace, troubleshoot, and build relationships to fill the role of Volunteer Program Coordinator. Our ideal candidate is driven by their connection to the DC community, likes unearthing practical solutions to challenges, handles change and various personalities with grace, and most importantly brings a positive, ambitious energy to their work and interactions with people.

This position will support volunteers who work across an array of HRA’s programmatic efforts. While the largest portion of volunteers give their time to in-shelter animal care activities (e.g., laundry, kennel cleaning, walking, field trips, etc.), we have many other volunteer opportunities this position would coordinate including, but not limited to adoption events; adoption counseling; behavior support; in-house medical and community clinic support; administrative needs; lost and found pets; rehoming; food pantry; photography, marketing and pet bio writing; transport, etc.

Duties and Responsibilities:

Relationship-Building and Communications: 

• Serve as the volunteers’ main point-of-contact and respond to all inquiries in a timely manner with the expectation of compassion, gratitude, excellent customer service and a solutions-oriented mindset,
  • To include volunteer inbox management and volunteer Facebook group.
  • Triage and elevate urgent or sensitive communications to the Volunteer Manager and Volunteer Director, as appropriate.
• Assist volunteers with identifying roles that best match their availability, knowledge, skills, abilities, and interests.  
• Foster collaboration and trusting relationships between volunteers, staff, and Volunteer Program staff. 
• Get to know volunteers. Remember what they share and connect with them personally.  
• Produce volunteer newsletter and utilize other outreach communication tools to increase volunteer engagement. 

Process Documentation, Onboarding and Training:

• Develop and maintain written descriptions of volunteer roles and responsibilities, volunteer manuals and SOPs.
• Coordinate comprehensive recruitment, orientation, and training of all volunteers throughout their tenure at HRA; map the volunteer experience to show the flow of a volunteer through their service journey.
• Work to decrease barriers to entry and advancement.

Recruitment and Pleas:

• Collaborate with various programs staff to identify new organizational needs, develop volunteer initiatives to address those needs, and fulfill requests for volunteers quickly and efficiently. 

Retaining Volunteers:

• Identify and develop volunteers to consider for advancement and/or leadership opportunities. 
• Develop and implement strategies (including quarterly, informal, in-person events planning and online town-hall meetings with HRA leadership) to ensure HRA volunteers feel recognized, valued, supported, and heard. 
• Solicit, collect and respond to current Volunteer Feedback systems; make suggestions to feedback process.

Volunteer Database Management, Reporting and Evaluation:

• Work with the Volunteer Program Manager to track and accurately report on volunteer data, including hours and number of volunteers.
• Evaluate volunteer performance and provide constructive feedback when needed using empathy and firmness as appropriate.  
• Ensure volunteer adherence to policies and procedures and intervene when necessary to resolve noncompliance. 
• Evaluate efficacy of the program and implement strategies to increase volunteer recruitment, engagement and retention; re-evaluate program needs, understand successes, and identify barriers to engagement. 

Administrative Tasks:

• Facilitate in submission of incident reports, volunteer hour signoffs, educational program sign offs (e.g., training courses or certificates completed), etc.
• Manage the inventory and maintenance of technology, supplies, and safety equipment; to include volunteer supplies closet, volunteer breakrooms, and any check-ins/check-out points. 

Collaboration, Inclusion and Professionalism:

• Collaborate with staff to build interconnected webs of human resources to meet organizational needs.

• Foster an environment that embraces diversity, inclusion, development, and connection. 
• Always represent HRA in a professional and courteous manner. Provide quality service to the public, volunteers, and employees recognizing their individual contributions to the success of the organization. 

Qualifications and Requirements:

• Likes people.
• Excellent interpersonal skills with customer service orientation. Ability to communicate effectively, courteously, and professionally with a variety of individuals representing the public, board members, volunteers, donors, and employees.    
• Demonstrated ability to engage a diverse group of constituents and build and maintain those relationships. 
• Excellent verbal and written communication, presentation, organizational, time management, and problem-solving skills.  
• Computer literacy with proficient use of programs including Microsoft Office programs, especially Excel, email, internet, and database management software. Knowledge of volunteer software, Get Connected/Amplify preferred. 
• Ability to work effectively, both independently and in a team environment, in an atmosphere of multiple projects, shifting priorities, and deadline pressures. Ability to be flexible, detail-oriented, and able to prioritize. 
• Demonstrated ability to exhibit sound judgment and handle confidential matters.  
• Demonstrated ability to be a team player with a positive, can-do mentality, and pro-active approach who enjoys working in a fast-paced environment. 
• Passion for the HRA mission, and for caring for all animals regardless of age, breed, temperament, or species, and supporting and educating members of the public, free of judgment or bias. 
• Knowledge of volunteer management best practices in the nonprofit sector is a plus. The preferred candidate will also have a knowledge of HRA’s mission as well as a basic knowledge of volunteer management in an animal welfare setting. 

Requirements and Work Environment:

The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. 

• Availability and ability to work regular weekend and weeknight hours.

• The regular schedule for this role is Tuesday-Saturday.  

• Ability to be on-site for all, if not most, shifts and/or other volunteer-related events. 
• Regularly sits at a computer station and operates electronic equipment. 
• Ability to be comfortable working around and/or with cats, dogs, small animals, reptiles, fish, and wildlife. 
• Ability to perform strenuous physical activity daily, including but not limited to lifting and carrying, reaching, stooping, squatting, and bending. Regularly moves about the facilities to coordinate work. Typically stands, bends, stoops, and crouches while working special events. 
• Due to the nature of shelter work, may be exposed to deceased, fractious, or aggressive animals; common allergens; hostile or irate persons; zoonotic or other diseases; unpleasant noises, odors, or sights; and extreme temperatures. 

Education and Experience

• Minimum 1 year of experience in volunteer management, social services, community outreach and engagement, or other related field. Experience in public-facing, customer-service oriented roles strongly preferred. 
• Proficiency in Spanish language preferred, but not required. Multilingual candidates are encouraged to apply. Salary premium may be offered for multilingual candidates proficient in Spanish, American Sign Language, and Amharic.

The Humane Rescue Alliance (HRA) offers a comprehensive benefits package including healthcare, vision, dental and select offerings for pets. Additional information may be provided upon request.

Multilingual candidates are encouraged to apply. A salary premium may be offered for multilingual candidates who demonstrate proficiency in written and oral testing.

HRA is committed to being an Equal Opportunity Employer, and does not discriminate because of race, color, creed, gender, religion, national origin, disability, age, pregnancy, genetic predisposition or carrier status, marital status, citizenship status, or sexual orientation. Accommodations will be provided to qualified individuals requiring them.