Volunteer Services Manager, Northwest Neighbors Network

BACKGROUND/MISSION:

Northwest Neighbors Network creates neighborly connections, fosters engagement, and empowers seniors and adults with disabilities to thrive in the place they call home. We achieve this mission by providing a community of dedicated NNN volunteers who help with a wide range of neighborly tasks such as transportation and household chores. In addition, NNN offers a rich array of social connections and educational opportunities that support our neighbors’ desires to thrive in place. NNN envisions an intergenerational inclusive community where seniors live in the comfort of the place they call home, surrounded by a vibrant and caring network of neighbors, and where they feel a strong sense of belonging and contributing to their community.

NNN was incorporated as a 501(c)3 non-profit in 2017. NNN serves residents of north King County and south Snohomish County – including the communities of Shoreline, Lake Forest Park, Edmonds, Woodway, Lynnwood, Brier and Mountlake Terrace. While operating as an independent nonprofit, NNN is an active member of the VTV Network association, connecting hundreds of virtual villages across the country, mostly led by volunteers and members who provide services in small, localized areas where neighbors can help neighbors.

NNN Program Description:

Our Program is designed to exclusively meet the needs of independent Seniors and adults with disabilities. Seniors are often at a disadvantage while navigating modern communities and trying to meet their basic needs like grocery shopping, keeping up with medical appointments, the technology they need (e.g., healthcare portals) and with tasks at home. Without neighborly support, these basic needs often won't be met and independence cannot be maintained. Our community of volunteers across two counties helps provide this crucial support as a safety net for this senior independence in their home of choice. At NNN, every ride, task or errand includes an interpersonal or social interaction with a trusted, background-checked volunteer.

Direct Volunteer Service Program Areas:

● Transportation (grocery shopping, doctor appointments, errands)

● Help at Home (light cleaning, help with garbage/mail, organizing)

● Home support at the handy-person level & light gardening

● Personal Support (social visits/ walking together)

● Technology support (phones, apps, laptops, etc.)

● Social Activities & Events

JOB SUMMARY: 

The Volunteer Services Manager works closely with individual members to understand their unique set of needs and ways they can engage with the program and community at large. The Volunteer Services Manager ensures every member has the opportunity to access a wide range of Services, including direct support provided by neighborhood volunteers, and a variety of social opportunities to build relationships in the community. In addition to working closely with members, this position will be responsible for connecting closely and interacting daily with a pool of dedicated volunteers to ensure each service request is reviewed and responded to in a timely manner, following internal procedures, to support the volunteer in their experience with the organization, and to build our overall community. This position emphasizes outreach, deep listening, connection, and superior communication skills that will result in engaged, enthusiastic members and volunteers. The Volunteer Services Manager will also provide administrative support to the overall program, including data entry, tracking member requests, and event planning. 

The Volunteer Services Manager reports to the Director of Community Operations and Outreach and is responsible for the day-to-day direct service operations serving members and volunteers in north King County/south Snohomish County.  This position is a full time position, and overtime eligible (non-exempt). This is a remote work position, with required periodic in-person meetings, events or services management requirements. Only local candidates will be considered.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Direct Services Management (50%)

● Coordinate direct services for NNN members by responding to phone calls and emails during our 9am-5pm business hours and ensure that the services requested by members are matched and filled by volunteers. 

● Manage and maintain the Member & Volunteer database, the online Volunteer Platform and all associated administrative tasks.

● Manage all Service Requests for volunteers to choose from on our online platform, and monitor the volunteer self-selection process.

● Manage a volunteer team of Service Coordinators who will help you by taking on phone/email shifts throughout the week; coordinate and communicate with the team, hold monthly in-person meetings & assist with new volunteer Service Coordinator (in-person) training sessions.

● Manage a small team of active back-up volunteers (mainly drivers) who help our team fill outstanding weekly requests. 

● Match relevant volunteers with members for repetitive ongoing services with a focus on relationship building, while also matching volunteers by timeframes and interests to meet upcoming or last-minute service requests.

● Perform basic administrative tasks, manage documentation within the services platform, internal record-keeping, and reporting.

● Be available for very occasional driving and back-up services, particularly in transportation in our service area.

Volunteer Management (35%)

● Develop, build and maintain positive, long-term relationships with volunteers, facilitating good communication with and between volunteers.

● Interview potential volunteers and match their talents with organizational needs.

● Process volunteer applications; coordinating and calling volunteer character references, processing background checks and adding new volunteers to the NNN platform and welcoming them to the community.

● Oversee a volunteer recognition program including awards, monthly & annual in-person appreciation events and name tags in collaboration with your supervisor.

● Oversee regular online and in-person volunteer discussions and  trainings in collaboration with supervisor, working with relevant board members, organizational leaders and relevant third parties to organize special training as needed.

Membership Committee Support (15%)

● Manage the Member Outreach volunteer team; a group of volunteers who are assigned members to check in on, ensuring our entire membership receives at minimum an annual call.

● Connect Member Phone Outreach volunteers to various members and add relevant collected data and reports to member profiles.

● Manage the Member Outreach data collection process and special data-collection projects.

● Coordinate monthly Member Outreach meetings.

● Activate and Manage a Community Resources Team, a small group of volunteers dedicated to researching and organizing relevant community resources for our Membership Committee to review and determine relevance of Service Coordinators to use and share with our membership.

REQUIRED EXPERIENCE, SKILLS & ABILITIES:

● A passion for and experience working with older adults or vulnerable populations.

● Excellent people skills, including empathy, clear and thoughtful communication and listening skills, and patience.

● Experience with customer service, communications and database management is desired.

● Experience with volunteer coordination management is desired but not required.

● Experience working with a nonprofit organization is desired but not required

● Experience with, or ability to learn how to use Google Voice, Docs, and Sheets.

● Strong communication skills (written and oral).

● Commitment to equity and inclusion, and experience working with diverse communities.

WORKING CONDITIONS / PHYSICAL REQUIREMENTS: 

NNN is welcoming to individuals with physical and/or mental disabilities. The physical demands and essential functions described here are representative of those that must be met, with or without reasonable accommodation.

● Prolonged periods of working on a computer. 

● Must have a means of transport to be able to visit members, for occasional direct service work and work at events in our service area. Access to a car is required. 

● Days and hours of work are generally Monday through Friday, 9:00 a.m. to 5:00 p.m. and the Volunteer Services Manager will be expected to perform their 40 hours of work within this time frame with some exceptions for off-hours events/organizational needs.

● This is a remote work position, with required periodic in-person meetings, events or services management requirements. Only local candidates will be considered.

●      Technology stipend: $25/month

●      8 paid holidays (New Years’ Day, Martin Luther King’s Day, President’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day)

 All full-time employees are eligible for the following benefits:

●      $200/month health stipend

●      One paid week (40 hours) of vacation/year