Volunteer Experience Supervisor

POSITION SUMMARY:

** Schedule: Monday – Friday  11:45 AM - 9:00 PM and Every 3rd Saturday 6:45 AM – 4:00 PM**

Houston Food Bank is not able to do what it does without the generosity of those who give of their time. With the help of volunteers, we’re able to accomplish Our Mission: Food for better lives. The Volunteer Experience Team is critical in ensuring that when individuals decide where they volunteer, they pick Houston Food Bank. For this role, we are looking for an individual who is passionate about leading a fun team, interacting with volunteers, and collaborating with all HFB departments.

The Volunteer Experience Supervisor has an essential role in contributing to the Volunteer Services Department by leading a team of Volunteer Hosts that create a fun experience for diverse volunteer groups of all sizes, up to 1,000 volunteers at a time.

Adhere to PACT values. (Purpose: Using our strengths passionately to contribute to our mission. Accountability: Choosing to rise above one’s circumstances and demonstrating ownership to achieve results. See It. Own It. Solve It. Do It. Courage: Standing up for what’s right and acting. Transparency: Doing things openly and honestly). 

ESSENTIAL JOB FUNCTIONS:

1. Reliable, consistent, on-site attendance is a requirement. This position requires punctuality and dependable attendance to meet the needs of the business, including attending and participating in meetings and presentations.
2. Responsible for the active supervision of Volunteer Hosts by being in project areas 75% of the time, conducting thorough walkthroughs of scheduled project areas to ensure they are creating fun and safe experiences for volunteers.
3. Responsible for conducting team huddle meetings before and after each volunteer shift to convey necessary updates such as volunteer groups, product, inventory, assignments, and providing a brief walkthrough of each assignment.
4. Provides team support by overseeing projects, leading volunteers, ensuring project areas are clean and organized, and filling in for Volunteer Hosts as needed.
5. Ensures that all required documentation for each project is thoroughly completed on tablets by Volunteer Hosts and communicates pertinent information regarding the product, inventory, and/or warehouse updates during each shift. 
6. Gathers and relays all Volunteer Survey Data information on a weekly basis and shares during team huddles to address and plan project area adjustments and/or improvements.
7. Works closely with the Volunteer Experience Coordinator to plan and create next-day Volunteer Shift Schedules and is responsible for pre-scheduling shift assignments for staff and dedicated volunteers as far in advance as possible to have all team members prepared with specific responsibilities so that project expectations and goals are met.
8. Schedules dedicated time for Volunteer Hosts to complete all ongoing training and professional development opportunities as they relate to online modules, in-person meetings with management, and any required off-site projects as needed. 
9. Responsible for all large and/or last-minute volunteer shifts, works with other team members to ensure project areas are pre-staged, the status of product availability and materials are known, and utilizes any existing knowledge of all Volunteer Services Department Projects, Host Training Manual and other internal resources that will ensure the project runs smoothly and efficiently.
10. Responsible for completing daily, ongoing, and thorough Supervisor Quality Check documentation while walking through project areas.
11. Responsible for approving and signing off on all Volunteer Hosts’ forms for each project area and ensuring metrics and all required production information from Volunteer Hosts are properly reported into internal data management systems and tracking spreadsheets.
12. Facilitates ongoing communication and check-ins with the Volunteer Experience Manager regarding matters related to the Volunteer Hosts’ assigned shift schedule, performance issues, corrective action reporting, approving timecards and PTO requests, as well as conducting 1:1’s, performance evaluations, and all other project-related matters regarding the department and other HFB programs. 
13. Provides supervision support to dedicated volunteers who are part of the experience team.
14. Ensures Volunteer Hosts are conducting volunteer engagement activities in their project area and stepping in to assist or run activities for volunteers when needed.
15. Promotes the safety of all project areas through proper equipment assignment, use, and maintenance.
16. Ongoing monitoring of equipment and supplies, and accurately reporting all safety and malfunction requests to Facilities. 
17. Maintains the most up-to-date knowledge of all AIB reporting protocols and works in partnership with the Facilities management team to ensure success.
18. Attends, participates, and contributes to all scheduled meetings as required by the Volunteer Experience Manager or Director of Volunteer Services. 
19. Coordinates and collaborates with the Volunteer Services Coordinators and managers as needed for special project requests and volunteer group registration.

SUPERVISORY RESPONSIBILITIES:

Manages two (2) or more direct reports by providing guidance and oversight to employees and contractors/volunteers. Develops and maintains roles, responsibilities, and expectations. Practices performance management in support of employee development, and perform administrative duties associated with being a people manager. Responsibilities include interviewing, planning, assigning, directing work, and resolving problems. Responsibilities also include sponsoring and participating in and/or supporting project teams sponsored by other management team members.

QUALIFICATIONS:

Education/Experience:

• Associate's degree or equivalent from an accredited college or university. Bachelor’s degree preferred
• Minimum of 2 years of supervisory experience
• Minimum of 2 years of customer service experience 
• Volunteer management or volunteer experience, event coordination, and project management experience preferred

Certificates, Licenses, and Registrations:

Must have reliable transportation, a valid driver’s license, and insurance.

Special Knowledge/Skills/Abilities:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability needed. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. (For best performance, the job holder in this position would be expected to show the right knowledge, skills, and abilities in the listed areas.)

• Proficient experience with Microsoft Office Suite
• Ability to work with a diverse population, including the public
• Exceptional public speaking and presentation skills
• Ability to develop and lead direct reports 
• Ability to effectively document coaching sessions and corrective actions with clear, professional writing 
• Ability to establish objectives and program goals that support strategic plans
• Ability to work and think independently and use sound judgment and critical analysis skills with minimum to no supervision
• Ability to utilize and manage time efficiently and quickly shift or change task assignments
• Must possess strong accountability and follow-through on all assigned tasks
• Must possess strong attention to detail with the ability to process complex information
• Must possess strong planning and problem-resolution skills in order to resolve potential issues that may cause a negative impact on the Volunteer Experience and other HFB programming
• Must possess a strong ability to delegate tasks
• Must possess the ability to manage multiple tasks and demands from a variety of people and groups
• Ability to communicate clearly and effectively, and deliver clear instructions, objectives, and goals
• Ability to work in a fast-paced environment
• Must possess exceptional interpersonal skills, as well as have a high-energy, and can-do attitude
• Ability to maintain professional composure and apply de-escalation techniques when needed
• Strong organizational and critical analysis skills
• Must be able to collect and analyze complex data and ability to apply basic arithmetic
• Must be able to work with all members across the organization in a professional and courteous manner
• Must be able to maintain confidentiality when handling employee and volunteer-related issues

COMPLIANCE:

Carries out responsibilities in accordance with HFB policies.

REASONING ABILITY:

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability needed. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. (For best performance, the jobholder in this position would be expected to show the right knowledge, skills, and abilities in the listed areas.)

COMPETENCIES:

Business Insight / Instills Trust / Drives Engagement / Optimizes Work Processes / Directs Work / Composure / Manages Ambiguity / Communicates Effectively / Organizational Savvy / Decision Quality / Manages Conflict / Presentation Skills / Action Oriented 

PHYSICAL REQUIREMENTS:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of the job, the employee is required daily to analyze and interpret data, communicate, and remain in a standing or stationary position for a significant amount of the workday; and often access, input, and retrieve information from the computer and other office productivity devices. The employee must regularly move about the office and around the facility, use hands, wrists, and fingers to grip, type, and write. The employee must frequently lift 50 pounds. The employee will need to have the average ability to hear horns, warnings, and alerts associated with a warehouse.  

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. While the job is generally performed in an enclosed office environment, the employee is occasionally exposed to wet and/or humid conditions, strong food-related smells, and outside weather conditions. The noise level in the office environment is typically quiet, but the employee will be occasionally exposed to loud noise levels (e.g., horns, fans).

TRAVEL REQUIRED:

Minimal travel is required for this position (up to 10% of the time and on a domestic basis). 

This role supports all hours of operations at the Houston Food Bank facilities as necessary and may require flexibility occasionally (e.g., in times of disaster, community events, or company events).

*Is legally able to work in the United States.