Volunteer Program Coordinator

Travelers Aid International is a nonprofit organization dedicated to helping travelers navigate their journeys with confidence and dignity. Our team at Philadelphia International Airport (PHL) is looking for a Volunteer Program Coordinator to help lead this important customer-service program.

This is a great opportunity for someone who enjoys working with people and thrives in a fast-paced environment. The role combines volunteer management, customer service, training, communications, and program operations.

The ideal candidate is organized, proactive, and dependable, with strong communication and relationship-building skills and a passion for volunteerism and community engagement.

About the Role

The Volunteer Program Coordinator will play a key role in the day-to-day operation and continued growth of the Travelers Aid program at PHL. The candidate will understand that excellent nonprofit work requires both a people- centered approach and strong attention to detail.

Schedule: Tuesday-Saturday, 8-hour shifts, with flexibility in start and end times. The selected candidate will establish the specific schedule with the program based on program needs and airport operations.

Generous PTO: 35 days of PTO per year, available starting in the first year of employment and after the probationary period. 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.

Key Responsibilities

Administrative Support

Communication and Reporting

• Respond to program communications promptly and professionally, keeping the Program Manager informed of operational issues, volunteer needs, and items requiring follow-up.
• Maintain timely and accurate shift reports, documentation, and updates regarding scheduling, onboarding, training, and badging.
• Ability to use or learn to use Volgistics, Vicnet, Google Workspace, and Microsoft Office platforms.

Data Management and Recordkeeping

• Maintain accurate volunteer records and track hours, participation, recruitment, training, badging, and retention.
• Prepare reports on volunteer activity and program metrics for the Program Manager.

Compliance and Program Procedures

• Ensure volunteer activities follow airport policies, safety and security regulations, and established program procedures.
• Monitor outstanding volunteer requirements, follow up as needed, and communicate compliance concerns to the Program Manager.

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.

Volunteer Recruitment

• Build and maintain relationships with community partners to expand recruitment opportunities and attract new volunteers.
• Represent the volunteer program at outreach events, career fairs, and informational sessions to promote participation.
• Track recruitment efforts, inquiries, applications, and onboarding progress to evaluate effectiveness and ensure timely follow-up with prospective volunteers.

Volunteer Training

• Develop and maintain training materials and onboarding procedures, including orientation, role-specific training, required documentation, and airport badging.
• Facilitate volunteer orientations, training sessions, and refresher opportunities to ensure volunteers understand program expectations, airport procedures, and customer service standards.
• Track training completion, follow up on outstanding requirements, and identify opportunities for additional training and skill development.
• Participate in a regularly scheduled volunteer desk shift to maintain familiarity with daily operations and passenger needs.

Volunteer Retention and Engagement

• Develop and implement strategies to promote volunteer satisfaction, engagement, and long-term retention.
• Monitor volunteer participation, attendance, and engagement; provide feedback and address concerns in collaboration with the Program Manager.
• Coordinate recognition initiatives, including awards, certificates, and milestone acknowledgments, in collaboration with the engagement and recognition team.
• Gather and evaluate volunteer feedback to identify trends and recommend improvements to the volunteer experience.

Collaboration and Continuous Improvement

• Collaborate with airport departments, program stakeholders, and the engagement and recognition team to support program goals and improve the volunteer experience.
• Identify opportunities to improve program operations, recruitment, training, and retention while staying informed of volunteer management best practices and relevant professional development opportunities.

Qualifications

Required:

• Ability to work independently and make sound decisions within established guidelines.
• Strong written and verbal communication skills.
• Strong organizational and administrative skills.
• Be comfortable interacting with people from different backgrounds
• Ability to work professionally with individuals at all levels of an organization.
• Confident using technology and learning new software systems.
• Maintain confidentiality and exercises 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.

Preferred:

• Bachelor’s degree
• Experience managing or coordinating volunteers.
• Experience coordinating events or community programs.
• Experience working with diverse populations and individuals experiencing stressful or unexpected situations.
• Enjoy creating systems, improving processes, and finding ways to make programs work better.

Medical, Dental, Vision, 401k, PTO

Multilingual skills are a plus, but not required.