Volunteer Services Manager

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. Volunteer Program Strategy & Leadership Design, implement, and evaluate a comprehensive volunteer workforce strategy aligned with EHC's mission, values, and goals Lead short- and long-range planning for Volunteer Services Consult with organizational leadership to integrate volunteers and students into overall system strategy Develop programs for students to inspire the next generation of caregivers Assist with budget preparation and monitor program expenses Workforce Integration, Training & Quality Partner with EHC teams to integrate volunteers and work-study students into workflows Develop and deliver onboarding, training, annual in-services, and education programs Ensure compliance with Joint Commission and other regulatory requirements Support volunteers in delivering safe, high-quality, patient-centered care Address volunteer performance concerns and complaints Culture, Engagement & Patient Experience Foster a culture of empathy, compassion, and responsiveness across all volunteer roles Collaborate with Spiritual Health and DEI teams to support patients and care partners Support patient and family advisor programs to capture community insight Establish communication channels for volunteer feedback and concerns Lead recognition initiatives and special events celebrating volunteer achievements Recruitment, Partnerships & Community Engagement Recruit volunteers and match skills with department needs Partner with system resources to identify meaningful volunteer roles Build strong relationships with volunteers, leaders, and community partners Manage student and volunteer pipelines to support workforce sustainability Operations, Data & Systems Management Maintain volunteer records, databases, and reporting systems Oversee volunteer scheduling, hours tracking, and daily operations Manage volunteer software, email distributions, and regulatory reporting Maintain volunteer web pages and respond to online inquiries and applications Implement surveys and feedback tools to monitor engagement and service quality Additional Duties As Assigned Travel: Less than 10% Work Type: On-Site MINIMUM REQUIRED QUALIFICATIONS Education: Associate's Degree or experience in lieu of degree Experience: 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. Knowledge, Skills & 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 EHC's strategic priorities. Works with hospital leaders to fill short term needs, one time projects and special request for volunteer support. - Understands needs of multigenerational workforce Preferred Qualifications Education: Bachelors degree in public relations, hotel/hospitality management or related field preferred PHYSICAL REQUIREMENTS (Medium Max 25lbs) up to 25 lbs., 0-33% of the work day (occasionally) Lifting 25 lbs. max; Carrying of objects up to 25 lbs.; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks. ENVIRONMENTAL FACTORS Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include but is not limited to: Blood-borne pathogen exposure, Bio-hazardous waste chemicals/gases/fumes/vapors, Communicable diseases, Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks. Additional Details Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law. Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare's Human Resources at View email address on click.appcast.io. Please note that one week's advance notice is preferred. #J-18808-Ljbffr