Volunteer Engagement and Hotline Services

4 weeks ago

Washington, United States DC Rape Crisis Center Full time

**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.

**Volunteer coordination and engagement**:

- 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 e

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