Volunteer & Member Services Manager

Overview

Penn’s Village is a nonprofit organization that helps older adults in central Philadelphia remain active, independent, and connected to their community. Our work is carried out by a small, collaborative staff team in close partnership with more than 100 volunteers, board committees, and community partners.

This position was created within the last year and continues to evolve as Penn’s Village strengthens the way we engage, connect, support, and coordinate the volunteers who help deliver programs, services, practical support, and meaningful connection for our members.

We are seeking an organized, compassionate, and people-centered Volunteer & Member Services Program Manager to oversee Penn’s Village’s volunteer-supported services and engagement systems. This is not simply a direct-service role. It is a coordination and program management role focused on supporting volunteers, strengthening systems, tracking follow-through, and ensuring that members receive consistent, high-quality support.

The position focuses especially on Penn’s Village’s higher-need members, known as Villagers. Villagers may receive up to three volunteer-provided services per week, including transportation, errands, companionship, friendly visits, and practical assistance. The Program Manager helps ensure these services are well-coordinated, volunteer-supported, and responsive to member needs.

Key Responsibilities

Volunteer Program Management

• Serve as the primary staff lead for Penn’s Village’s volunteer program.
• Coordinate and support volunteers serving in direct service, companionship, administrative, recruitment, intake, and volunteer-leadership roles.
• Recruit, interview, onboard, and support new volunteers, including coordinating paperwork, references, and background checks.
• Help match volunteers with meaningful roles based on interests, skills, availability, and organizational needs.
• Provide ongoing communication, troubleshooting, encouragement, and follow-up to volunteers.
• Maintain accurate volunteer records, track engagement, and monitor volunteer hours and participation.
• Support volunteer recognition, appreciation, training, and engagement opportunities, including Coffee Hours and other gatherings.

Volunteer-Led Systems & Quality Control

• Support and coordinate volunteers who assist with intakes, recruitment, onboarding, companionship, administrative projects, and committee work.
• Ensure volunteer-led processes are completed consistently, accurately, and in a timely manner.
• Develop and maintain tools, templates, checklists, and workflows that support clear expectations and reliable follow-through.
• Track service requests, volunteer participation, member needs, and follow-up.
• Gather feedback from volunteers, Villagers, staff, and committee members to assess what is working and what needs improvement.
• Identify gaps, patterns, or concerns in volunteer engagement or service delivery and recommend improvements.
• Help build a culture of accountability, responsiveness, appreciation, and care.

Villager Support & Service Coordination

• Serve as a consistent point of contact for Villagers receiving volunteer-supported services.
• Coordinate companion matches and other volunteer-supported services.
• Monitor the quality of volunteer-member matches and help address concerns as they arise.
• Conduct or coordinate periodic Villager check-ins to ensure members understand and are using available benefits.
• Document relevant member and volunteer interactions using established systems.

Volunteer & Services Committee Support

• Support the Volunteer & Services Committee, which meets monthly by Zoom.
• Prepare agendas, take notes, track follow-up items, and help committee members stay informed and engaged.
• Work with the committee to strengthen volunteer recruitment, retention, training, and service delivery.
• Collaborate with other Penn’s Village committees, including Membership & Welcoming, Communications, and Programs, as needed.