Volunteer Services Manager

Reporting to the Director of Human Resources, the Volunteer Services Manager is responsible for Main Street Project's volunteer program, including full-cycle recruiting, training, supervising and scheduling. MSP's Volunteer Program is an essential program to support all areas of MSP work with a focus on the Food & Essentials Market and Clothing donation programs, which rely entirely on volunteers to operate.

A key aspect of this role is working with the Development teams to procure in-kind gifts and donations that enhance Main Street Project programs and services. Job tasks will include helping with in-kind fundraising drives, planning and executing events and activities related to relevant programs and campaigns undertaken by MSP.

**DUTIES AND RESPONSIBILITIES**

**Program Delivery**

Volunteer Coordination:

- Coordinate the agency's volunteer program
- Recruit, train, supervise and schedule volunteers to assist with activities aligning with the agency's programs and services.
- Coordinate volunteer engagement, retention, and recognition activities.
- Track hours, accomplishments and support provided to MSP to develop statistical data for promotional and management purposes.
- Develop and oversee practicum and intern placements
- Identify and implement community engagement activities and assist with special events.
- Develop and grow MSP's volunteer program in accordance with the strategic plan

Food & Essentials Market and Donations Coordination:

- Determine donation requirements based on community and program needs.
- Work with development team to request donations from the community and partner agencies through various platforms.
- Coordinate, train, schedule volunteers to effectively operate Food & Essentials Market and Clothing Donations areas.
- Oversee distribution and supply management of donated items in program areas.
- Identify gaps and develop required plans, policies and procedures specific to areas of responsibility and oversight.
- Coordinate with donors, partner agencies to coordinate collecting and storing donated items.
- Identify and implement community and volunteer engagement improvement strategies and best practices.

**Operational Oversight**
- Ensure the Volunteer program's overall operations run efficiently, delivering reliable, consistent and continuous program services
- Responsible for the development, implementation and maintenance of program policies, procedures and activities to bring participant experience and outcomes in line with MSP's mission, values, and strategic plan.
- Provide periodic review, evaluation and modification of programs to ensure activities are meeting participant priorities and are in line with MSP's strategic plan and contractual obligations
- Responsible for the supervision, development and accountability of program staff, students, volunteers and interns, ensuring their actions and behaviours are in line with MSP mission, goals, and values, and contributing positively to our strategic plan
- Ensure that programs and activities are peer directed and contribute positively towards advancing MSP's strategic plan
- Actively create a culturally safe and secure environment where people feel safe and draw strength in their identity, culture and community; develop relationships that offer structure, belonging, and support ongoing personal and interpersonal development
- Support community members by ensuring a skilled and collaborative environment that can successfully and consistently offer de-escalation, crisis intervention, counseling, volunteer grievance/dispute resolution, outreach, and other service activities as necessary in conjunction with other departments
- Ensure consistent volunteer coverage in Food & Essentials Market and Clothing donation programs
- Develop and maintain relationships with external partners
- Resolve administrative problems by analyzing information, identifying and communicating solutions
- Participate in the development and implementation of appropriate tools and strategies needed for assessments, program planning/development and evaluation including annual work plans, quarterly and annual reporting

**Leadership, Team Supervision & Team Coordination**
- Manage, train, and coach staff and volunteers, developing a strong and skilled team
- Schedule volunteers for all shifts, resolve scheduling issues, and fill in scheduling gaps as needed.
- Ensure volunteers receive timely and meaningful feedback about job performance, conduct, and attendance; ensure documentation is provided if necessary.
- Help ensure effective communication across shifts, and between staff and volunteers.
- Directly address and manage staff and volunteer issues, including complaints, conflict resolution, and disciplinary issues; document issues and ensure appropriate team members are notified on matters of concern.
- Teamwork: provide support to all staff and volunteers
- On-call manager duties on a rotating basis which includes responding to emergencies f