About The Position

Working with about 4,000 individual volunteers annually, the Volunteer Program Manager (VPM) holds primary responsibility for a comprehensive volunteer program for high school students, college students and adults, in addition to corporate and community groups. Working in collaboration with the Operations and Programs teams, the VPM takes a strong role in creating and adapting volunteer opportunities that meet the demands of our various operational and programmatic needs, while also ensuring a robust and rewarding experience for volunteers.

REPORTS TO: Chief Human Resources Officer (CHRO)

SUPERVISES: Volunteers

Job Summary

Volunteer Management (30%)

Schedule, coordinate, and ensure appropriate number of volunteers are scheduled to complete packaging of food boxes based upon community needs and distribution schedule.
Greet and orient daily volunteers at Second Harvest; providing an engaging experience to all who come.
Connect volunteers with staff and programs needing volunteer support; ensuring volunteers receive appropriate training from their functional supervisor.
Respond in a timely fashion to requests for volunteer hour verifications from volunteers doing school or court-mandated hours.
Provide technical assistance to volunteers attempting to register or cancel their shifts.
Address complaints and resolve problems involving volunteers.
Act as a liaison between volunteers and staff.
Communicate with volunteers who are not meeting job requirements and address performance issues promptly.
Coordinate with Food Bank staff to identify volunteer opportunities that further programmatic goals and support participants’ needs.
Work with Operations and Programs staff to continually assess and adapt our volunteer opportunities to ensure they are meeting both organizational and volunteer needs.
Vision, pilot and implement necessary program changes.

Volunteer Experience (25%)

Serve as the primary point of contact for volunteers at the Food Bank to ensure all volunteers have a positive experience.
Regularly solicit and analyze volunteer feedback for areas of possible improvements.
Steward relationships with Second Harvest’s community of volunteers through volunteer appreciation events and engagement activities. Implement volunteer retention strategies.
Work with food bank staff to ensure that the volunteer experience is consistent with food bank goals and expectations of quality.
Lead planning for our annual Volunteer Appreciation event.
Manage the Volunteer Hospitality Area - ensuring it is always clean and well stocked.
Prepare light refreshments for volunteers from a rotating menu.

Recruit Volunteers for Second Harvest (25%)

Recruit volunteers through a combination of digital and in-person outreach.
Proactively seek opportunities to speak to community groups (i.e., corporations, schools, faith communities, service clubs and organizations) regarding volunteer opportunities at Second Harvest.
Respond to requests from corporate or community groups looking for volunteer experiences or projects.
Regularly identify organizations for potential engagement and work with the Development team to coordinate efforts as necessary.
Maintain Second Harvest’s volunteer calendar and website with information about upcoming volunteer shifts; ensuring it is accurate and user-friendly.
Promote Second Harvest and volunteerism by regularly attending relevant community events.
Expand and grow our Team-Building Program for corporate and community organizations by making recommendations, piloting and implementing improvements.
Provide tours when Development staff are not available.
Lead occasional workshops and activities for groups to help them deepen their understanding of food banking and food insecurity.
Collaborate with the Development team to identify opportunities to convert volunteers to donors (and vice versa).

Reporting and Storytelling (10%)

Responsible for tracking and reporting volunteer hours in Volunteer Hub.
Coordinate with the Marketing staff to send out a monthly volunteer newsletter.
Develop and maintain the food bank’s volunteer manual and all other literature pertinent to volunteers.
Prepare volunteer reports and materials according to established deadlines.
Document volunteer stories to help spread awareness and support for the food bank and its volunteer program.
Guarantee adequate records for volunteers are securely maintained and up to date.

Other (10%)

Acts as the primary point of contact for outside groups interested in renting our community room: manages conference room calendar, coordinates with Finance to ensure liability insurance certificates are received and room rental fees are received.
Serves as the primary backup for the Receptionist / Hotline Coordinator. On days or times when the Receptionist is out of office or otherwise unavailable, the VPM answers the Community Food Hotline, responds to visitors and walk-ins, ensures outgoing mail is taken out, and certifies the Daily Cash Receipt Log entries for incoming mail.
Ensures the Receptionist is fully cross-trained so s/he can serve as the primary backup for the VPM; covering volunteer inquiries calls and walk-ins when the VPM is on lunch break or out of office.

Second Harvest Food Bank Santa Cruz County

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Volunteer Program Manager