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Manager, Volunteer Services

2 months ago

Duluth, United States Emory Healthcare Full time

Description:

JOB SUMMARY: Plan, directs, manages, coordinates, monitors, implements, and directs policies, procedures, and activities related to Volunteer Services in accordance with established strategy, policies and objectives for Emory Healthcare. Plans and administers budget, supervises volunteer workforce, and resolves volunteer issues affecting daily operations. Develops volunteer goals and administers departmental policies, procedures, and related forms in accordance with regulatory guidelines. Collaborates with leaders to identify volunteer opportunities to ensure staffing needs are met. Establishes, reviews and updates job descriptions for volunteer workforce team. Develops volunteer opportunities that support and enhance the organization's mission. Develops and implements activities to recruit new volunteers. Coordinates and conducts orientation and in-service programs for volunteers. Resolves volunteer resource related issues, and is accountable for duty descriptions, training, disciplinary, termination, and placement decisions for volunteers and students. Monitors and directs volunteer workflow by observing and reviewing work flow to maintain efficient and timely services and a high level of customer service. Provides opportunities for the professional development of volunteers and work study students, coordinates appropriate in-services, orientation, and on-going training programs to promote best practices. RESPONSIBILITIES: Create and maintain an engaging, robust volunteer program. Lead the development, implementation and evaluation of volunteer workforce strategy aligned with EHCs mission, values, and goals. Consult with leadership to integrate volunteers and students into the overall organizational strategy. Collaborate across Emory Healthcare to provide guidance to teams on supporting workflow utilizing volunteer and work study student workforce. Engage EHC teams to create training programs that enhance the skills of volunteers to deliver safe, compassionate and patient-centered care. Foster a culture of empathy, compassion, and responsiveness across all volunteer assignments. Partner with EHCs Spiritual Health leaders and Diversity, Equity and Inclusion teams to bring timely, appropriate support and resources to patients and care partners. Support the community-driven patient and family advisor programs to garner insight into the unique needs and expectations of the patient population. Partners with system resources to recruit and find meaningful roles for volunteers to serve. Develops and oversees programs for students to inspire the next generation of caregivers. Establish and maintain effective communication channels for volunteers to voice their feedback and concerns. Develop and implement training and education programs to support volunteers in delivering safe, high quality care and services. Provides recognition and special events to celebrate volunteer achievements. Maintains and updates volunteer web pages and responds to all interactive website feedback and on line applications. Maintains online database of volunteer records for demographics, emergency contacts, hours/years of service, assignments and daily clocking activities. Develops and maintains database for e-mail blasts, mailing lists, team rosters, regulatory reporting, time sheets and other reports from volunteer software. Implements customer service surveys, feedback and communication tools to manage volunteer needs, concerns and maintain volunteer engagement. Manages the day to day activity and short/long-range planning of Volunteer Services. Responsible for volunteer recruitment, orientation, training, annual in-services, Joint Commission and other regulatory requirements. Builds relationships with volunteers and leaders to identify effective matching of volunteer skills and abilities with hospital department needs. Addresses complaints regarding volunteer performance and service in their assignments Assist with budget preparations and monitors expenses. Performs other duties as assigned. SKILLS AND ABILITIES: Excellent communication and interpersonal skills, with the ability to engage and collaborate across teams and volunteers from diverse communities. Service-oriented leadership style with the ability to inspire and influence change throughout the organization. Fosters teamwork and the volunteers professional development to promote engagement and retention. Strong understanding of industry best practices for patient experience. Proficiency in database management software. Stays abreast of best practices, emerging evidence, and advancements within the field to provide expertise in patient experience and service performance strategies to achieve goals. Expert knowledge of healthcare regulations and policies related to volunteer programs. Effective decision-making and problem-solving skills. Commitment to contributing to a culture of diversity, inclusion, and equity within Emory Healthcare. Collaborative mindset to work with other departments and stakeholders to achieve EHCs strategic priorities. Works with hospital leaders to fill short term needs, one time projects and special request for volunteer support.

MINIMUM QUALIFICATIONS: Bachelor's degree in public relations, hotel/hospitality management or related field preferred. Five years of related volunteer and/or customer service experience. Demonstrated experience in staff professional development as well as curriculum design and implementation required. Extensive experience in healthcare roles with demonstrated focus on developing job descriptions and performance initiatives to improve patient experience. Understands needs of multigenerational workforce