Volunteer Program Coordinator

Travelers Aid International is seeking an energetic Volunteer Program Coordinator to lead and inspire our airport customer service team at Washington Dulles International Airport (IAD). In this paid role, you will recruit, train, and support a dedicated team of volunteers who help travelers navigate their journeys with confidence and dignity. This is an excellent opportunity for someone who enjoys working with people, thrives in a fast-paced environment, and wants a role that combines volunteer management, program operations, customer service, training, communications, and nonprofit program development.

About the Role

The Volunteer Coordinator will play a key role in the day-to-day operation and continued growth of the Travelers Aid program at IAD.

We are looking for someone who is organized, personable, proactive, dependable, and genuinely enjoys helping people. Working closely with the Program Manager, the ideal candidate is someone who can move comfortably between big-picture program responsibilities and the small details that keep a busy operation running smoothly.

The volunteer program coordinator will understand that excellent nonprofit work requires both a people- centered approach and strong attention to detail.

The schedule will be Tuesday-Saturday, or Sunday-Thursday, 8-hour shifts, with flexibility in start and end times per program needs and airport operations.

A generous allocation of 35 days of PTO per year starting from the first year of employment. PTO may be used for vacation, personal time, illness, and holidays. Holidays are not provided as separate paid days off, allowing employees the flexibility to use their PTO for holidays that are meaningful to them.

What You'll Do

Volunteer Management & Engagement

• • Serve as a point of contact and resource for Travelers Aid volunteers, communicating program updates and addressing questions, concerns, and performance issues professionally and in accordance with program policies.
  • Assist with the recruitment, screening, onboarding, orientation, badging, and placement of new volunteers.
  • Coordinate volunteer schedules and monitor coverage across the airport's information locations.
  • Maintain accurate volunteer records, certifications, training requirements, availability, and participation.
  • Build strong relationships with volunteers, foster an inclusive, and team-oriented culture and support volunteer engagement and retention initiatives.
  • Help ensure volunteers understand and consistently follow program expectations, airport procedures, and customer service standards.

Training & Development

• • Assist with developing and coordinating new volunteer orientation, onboarding, ongoing training, refresher sessions, workshops, and continuing education opportunities.
  • Help create training materials, reference guides, communications, and other resources for volunteers.
  • Identify opportunities to strengthen volunteer knowledge, confidence, and customer service skills and support volunteer committees, educational programs, and team-building initiatives.

Program Operations

• • Monitor volunteer coverage and help respond to unexpected staffing or operational needs.
  • Serve as a visible Travelers Aid representative throughout the airport and step in to provide traveler assistance when operationally necessary.
  • Help identify operational issues and communicate them to the Program Manager.
  • Order, maintain, and distribute program materials, ensuring information desks are appropriately stocked.

Administration, Data & Reporting

• • Maintain accurate program and volunteer records.
  • Compile and maintain program data, records, surveys, and reports used to measure program performance and impact.
  • Support program projects and initiatives from planning through implementation.

Communications & Events

• • Ability to use or learn to use Volgistics, Mailchimp, and WordPress for volunteer communication purposes.
  • Maintain a monthly newsletter and other volunteer resources provide accurate and up-to-date information.
  • Help plan and execute volunteer appreciation events, trainings, meetings, and special programs.
  • Capture and share positive stories about volunteers and the impact of the Travelers Aid program, helping foster a strong sense of community among a large and diverse volunteer program.

Airport & Community Partnerships

• • Represent Travelers Aid professionally in meetings, trainings, airport events, and community activities.
  • Coordinate with Travelers Aid International headquarters and other Travelers Aid programs when appropriate.

Preferred Qualifications

• Experience coordinating volunteers, supervising employees, or leading teams.
• Experience in nonprofit organizations, customer service, hospitality, aviation, or community programs.
• Experience planning projects or events from start to finish.
• Proficiency with Microsoft Office and Google Workspace. Experience with Volgistics or WordPress is a plus (training provided).
• Ability to work independently and make sound decisions within established guidelines.
• Strong written and verbal communication skills.
• Be comfortable interacting with people from very different backgrounds
• Maintain confidentiality and exercise discretion.
• Has strong customer service instincts and understands the importance of treating every traveler and volunteer with patience, respect, and empathy.
• Takes initiative rather than waiting to be told what needs to be done.
• Ability to pass all applicable airport security, background check, and badging requirements. If not a United States citizen, a valid visa and/or green card is required for airport badging.

Required Qualifications

• Bachelor's degree preferred.
• Fluent in spoken and written English.
• Strong computer and data entry skills.
• Ability to manage multiple priorities while maintaining a high level of customer service.
• Ability to work a flexible schedule, including weekends, evenings, and holidays as operational needs require.
• Ability to frequently stand, walk throughout the airport, lift up to 20 pounds, and transport program materials.