Community Engagement Manager

Job Description

Job Description

Position Summary:

The Community Engagement Manager is responsible for leading and overseeing volunteer engagement, community outreach, educational programming, and community-based initiatives at the Animal Protection Society of Durham. This position manages volunteer recruitment, onboarding, training, scheduling, engagement, communication, retention, and program development while also coordinating community education efforts, tours, group volunteer experiences, and organizational events that support shelter operations and APS’s mission.

The Community Engagement Manager plays a critical role in building and maintaining a positive, collaborative, and mission-driven culture among volunteers, community partners, and visitors while ensuring volunteers and community members are meaningfully connected to APS’s work. This role works closely with all APS departments to support volunteer involvement across animal care, enrichment, dog walking, foster support, customer service, events, educational outreach, administrative support, and other operational needs.

The Community Engagement Manager is responsible for creating a welcoming, organized, and supportive experience for volunteers, community groups, and visitors while promoting professionalism, accountability, safety, compassionate animal welfare practices, and positive community engagement throughout all APS programs and initiatives.

Key Responsibilities:

Volunteer Program Leadership & Operations:

• Lead and oversee daily volunteer program operations, including:
  • Coordinating volunteer onboarding and placement.
  • Monitoring volunteer participation and operational coverage needs.
  • Supporting volunteer communication and engagement.
  • Maintaining organized volunteer systems and workflows.
• Manage volunteer recruitment and onboarding efforts, including:
  • Responding to volunteer inquiries in a timely and professional manner.
  • Coordinating orientations and onboarding processes.
  • Supporting volunteer application review and placement.
  • Ensuring volunteers complete required documentation and training.
• Coordinate volunteer scheduling and operational support, including:
  • Managing volunteer opportunities across departments.
  • Assisting departments with volunteer needs and assignments.
  • Supporting coverage for operational and special event needs.
  • Monitoring volunteer participation and engagement trends.
• Support volunteer training and development, including:
  • Coordinating required volunteer trainings and refreshers.
  • Supporting safe animal handling and shelter best practices.
  • Reinforcing APS policies, procedures, and expectations.
  • Assisting with development of volunteer resources and training materials.
• Maintain volunteer communication systems, including:
  • Volunteer announcements and updates.
  • Volunteer email communication.
  • Program updates and operational notices.
  • Responding to volunteer questions and concerns.
• Foster a positive and collaborative volunteer culture, including:
  • Building strong relationships with volunteers.
  • Supporting volunteer recognition and appreciation efforts.
  • Addressing volunteer concerns in a professional and respectful manner.
  • Promoting professionalism, teamwork, and respectful communication.
• Assist with volunteer conflict resolution and accountability, including:
  • Addressing policy or conduct concerns appropriately.
  • Documenting concerns or incidents when necessary.
  • Supporting corrective action processes when needed.
  • Escalating significant concerns to leadership as appropriate.

Community Engagement & Outreach:

• Coordinate and support community engagement initiatives, including:
  • Organizing and hosting shelter tours for schools, community groups, donors, partners, and visitors.
  • Coordinating group volunteer projects and community service opportunities.
  • Building relationships with schools, universities, businesses, civic groups, and community organizations.
  • Supporting community partnerships that advance APS’s mission and visibility.
• Develop and implement educational and outreach programming, including:
  • Organizing educational workshops, presentations, and learning opportunities for the public.
  • Supporting humane education and responsible pet ownership initiatives.
  • Coordinating outreach activities that increase community awareness of APS programs and services.
  • Helping create engaging and accessible educational materials and resources.
• Coordinate and support community events and organizational initiatives, including:
  • Assisting with planning and implementation of adoption events, fundraisers, volunteer appreciation activities, and community outreach events.
  • Coordinating volunteer support for organizational events.
  • Assisting with event logistics, communication, scheduling, and operational coordination.
  • Supporting positive visitor and community experiences during events and programs.

Program Administration & Organizational Support:

• Maintain accurate volunteer records and documentation, including:
  • Volunteer applications and agreements.
  • Training completion records.
  • Scheduling and participation tracking.
  • Incident documentation and communication records.
• Monitor volunteer program and community engagement data and trends, including:
  • Volunteer retention and participation.
  • Onboarding and training progress.
  • Community engagement opportunities.
  • Program growth opportunities.
  • Operational support needs across departments.
• Coordinate with internal departments to support organizational and operational goals, including:
  • Animal Care.
  • Medical.
  • Behavior.
  • Customer Service.
  • Foster Program.
  • Development and Events.
  • Animal Services.
• Support volunteer involvement in shelter events, community outreach efforts, and organizational initiatives.
• Maintain professionalism, sound judgment, and composure in fast-paced or emotionally sensitive situations.
• Support APS’s mission through compassionate communication, collaboration, community engagement, and commitment to animal welfare best practices.
• Assist with identifying workflow improvements, operational efficiencies, and program development opportunities.
• Perform other duties as assigned to support APS goals and shelter operations.

Qualifications:

• Strong written and verbal communication skills, with the ability to effectively interact with diverse audiences.
• Demonstrated ability to build positive relationships and foster community engagement.
• Strong organizational and time management skills with attention to detail.
• Ability to manage multiple priorities and support daily operations in a fast-paced environment.
• Ability to handle conflict, provide constructive feedback, and navigate emotionally sensitive situations professionally.
• Strong leadership and interpersonal skills with the ability to support, motivate, and engage volunteers.
• Knowledge of animal welfare best practices and shelter operations preferred.
• Knowledge of positive reinforcement handling and fear-free principles preferred.
• Proficiency in Microsoft Office.
• Experience with Volgistics or similar volunteer management systems preferred.
• Experience with Chameleon or similar shelter management systems preferred.
• Ability to collaborate effectively across departments and with community members.
• Ability to maintain confidentiality and professionalism in all interactions.

Education and Experience:

• High School Diploma required.
• Previous volunteer coordination, community engagement, customer service, or nonprofit experience preferred.
• Previous animal shelter or animal welfare experience highly desired.
• Previous supervisory or program coordination experience preferred.
• Bilingual highly preferred.

Work Environment & Physical Requirements:

• Standing for extended periods.
• Sitting and working at a computer for extended periods.
• Lifting up to 40 pounds.
• Handling animals of varying sizes and temperaments.
• Exposure to cleaning chemicals, noise, and animal-related allergens.
• Working in a fast-paced shelter environment with frequent interruptions.
• Interacting with the public in emotionally sensitive or high-stress situations.
• Availability to work weekends or adjusted schedules based on operational needs.

Equal Opportunity Statement:

APS of Durham is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and interns and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity, veteran status, or any other protected status under applicable law.