Member Success Manager

Are you passionate about making a positive impact by supporting the success of others? New Life Serenity Center is in search of a dedicated volunteer Member Success Manager to join our team and play a key role in our mission of spreading serenity and support to women thriving in sobriety.

As a Member Success Volunteer, you'll collaborate directly with our Executive Director, contributing to the heart of our operations. You’ll also serve as the first point of contact for prospective members, guiding them through intake and onboarding with care and clarity.

• Role: Volunteer; Member Success Manager
• Department: Membership
• Reports To: Executive Director
• Location: New Life Serenity Center (remote)
• Position Type: Volunteer; 10 hours per week

Role Summary:

As a volunteer Member Success Manager at New Life Serenity Center, you will play a pivotal role in ensuring the well-being, growth, and success of our program members. This position requires a compassionate, empathetic, and results-driven individual who can build strong relationships with our members, providing the necessary support and guidance to facilitate their journey towards positive transformation.

You will also manage the intake process for new members, helping assess fit, onboard participants, and maintain accurate records—all while setting the tone for a supportive and empowering experience.

Key Responsibilities:

Member Intake and Onboarding:

• Schedule and facilitate interviews with prospective members.
• Assess their fit for the organization and propose suitable programs.
• Onboard qualified members into our programs.
• Acquire and enter data to maintain our CRM systems.
• Collect feedback and testimonials to help us continually improve our programs.

Member Engagement:

• Develop and maintain strong relationships with program members, acting as their primary point of contact within the organization.
• Conduct regular check-ins and assessments to understand members' needs, progress, and challenges.
• Collaborate with members to create individualized success plans based on their unique goals and aspirations.
• Identify potential barriers to success and develop strategies to overcome them.

Advocacy and Resource Navigation:

• Serve as an advocate for members within the organization, ensuring their needs are conveyed and addressed appropriately.
• Guide members in accessing relevant resources and support services both internally and outside the organization.

Progress Monitoring:

• Establish clear metrics and indicators to track members' progress.
• Regularly review and analyze data to assess the effectiveness of support strategies and make adjustments as needed.

Collaboration with Membership Team:

• Work closely with program directors, counselors, and other staff to ensure a holistic approach to member success.
• Provide insights and feedback on program effectiveness based on member interactions.
• Develop and facilitate educational workshops and programs to empower members with the skills and knowledge necessary for their success.
• Collaborate with relevant professionals and organizations to enhance the scope of educational offerings.

Documentation and Reporting:

• Maintain accurate and timely records of member interactions, progress, and success stories.
• Prepare regular reports for the executive team on member success metrics and program effectiveness.

Qualifications:

• Bachelor’s degree in social work, psychology, counseling, or a related field.
• Proven experience in case management, social work, or a related role.
• Excellent interpersonal and communication skills.
• Empathetic and compassionate approach to member support.
• Strong organizational and problem-solving abilities.
• Familiarity with mental health and addiction recovery is a plus.
• Experience with MS Office Suite and CRM systems, or a strong willingness to learn.
• Availability during EST office hours and occasional weekend team meetings.
• High level of confidentiality and empathy.
• Familiarity with the 12-step program.

What We Offer:

• 3–5 hours of comprehensive training to equip you for your role.
• A passionate and supportive team dedicated to helping those in need.
• The opportunity to make a meaningful difference in your community.
• Potential for a modest monthly stipend.

How to Apply:

Interested candidates should submit their resume and a cover letter outlining their relevant experience and why they are passionate about supporting individuals on their journey to recovery.

New Life Serenity Center is an equal opportunity organization. We encourage candidates from diverse backgrounds to apply.