Job Title: Volunteer Projects Managerdepartment: People Services

JOB DESCRIPTION

February 2014

Job title: Volunteer Projects ManagerDepartment: People Services

Team: VolunteeringJob holder:

Reporting to: National Volunteer Manager

Aim

Volunteers have a critical and significant impact on Crisis and the services it is able to deliver to homeless people. Over 10,000 volunteers are involved in the organisation every year, contributing well over a quarter of a million hours of their time. The purpose of this role is to take lead responsibility for Crisis’ discrete volunteering projects, in particular but not limited to all volunteering aspects of the London Crisis at Christmas (CC) project. CC is Crisis’ largest volunteer-led project, involving 8000+ volunteers each year.

Dimension

Staff responsibility - directly manages the 3 CC Volunteer Assistants, employed on a fixed term basis for approximately 4 months
Budget responsibility – delegated responsibility for elements of the Volunteer budget

Circumstances

A satisfactory enhanced disclosure from the Disclosure and Barring Service is required for this role, which will includes checks against the barred lists for working with Vulnerable Adults and Children and Young People.
35 hours per week

Salary

£33,908 per annum

Organisational chart

Principle Accountabilities

The post is a great opportunity to take a leading role in a high profile, dynamic and exciting volunteering project, driving forward improvements in the volunteer programme particularly selection, training and development.

The postholder will be required to work some evenings and occasional weekends throughout the year and significant additional evenings and weekends in the run-up to Crisis at Christmas and during the week itself (22nd- 30th December). Overtime will not be paid, but extra hours worked can be taken as TOIL (time off in lieu). No annual leave can be taken during the months of November and December.

Training & Development

To lead on the development and delivery of a programme of training for CC volunteers, working in partnership with a team of volunteer trainers
To lead on the development and delivery of an assessment, selection and training process for volunteers wishing to take on more senior roles in the CC project
To work with the CC team to develop and deliver content for staff and volunteer trainings and briefings

Promotion & Recruitment

To oversee the recruitment and allocation of 8000 volunteers for the CC week as well as for other volunteer events held throughout the year
To coordinate the promotion of volunteering opportunities at CC, using all possible means, in partnership with media and communications team
To oversee the provision of an effective and efficient service to prospective volunteers at CC by recruiting, training and supervising call centre staff and volunteers to answer CC volunteer enquiries quickly and courteously, both by phone and by email, process CC volunteer applications in a timely manner, provide CC volunteers with details of their shifts plus any essential information they require regarding their service

Online Application & Community Area

To be the lead contact with our software development company, Totally, in all matters relating to content of the Online Application
To work closely with Totally and the Technical/Logistics Manager (CC) to ensure the Online Application is effectively developed and maintained, including testing the system and reporting issues and working with staff to identify any required software amendments or developments
To work closely alongside the Technical/Logistics Manager (CC) to deliver a programme of training for CC staff in the online application functionality
To take a lead on creating and managing content for the online community area to ensure it is informative and engaging and plays a lead role in preparing volunteers for their experience

Volunteer Relations & Recognition

To develop excellent relations with Crisis volunteers, supporting them to run the CC project safely and effectively
To work with the Senior Volunteers to identify development needs and drive forward improvements to the project
To oversee the administration of volunteering events and meetings, including the monthly Crisis at Christmas Steering groups, briefings and forums
To ensure that volunteers feel rewarded and recognised for their contribution
To work with relevant internal and external partners to provide engagement opportunities throughout the year for CC volunteers on issues around homelessness
To work closely alongside the CC Entertainments coordinator to deliver a post Crisis at Christmas Volunteer Celebration event

Feedback & Evaluation

To lead on the delivery and analysis of the volunteer evaluation post CC, including online surveys, debrief events and email feedback
To deal with volunteer complaints courteously and efficiently, following Crisis policy

Staff supervision and team working

To recruit and performance manage the CC Volunteer Assistants
To work in close partnership with other members of the CC team, contributing to the overall successful delivery of the CC project

Other

To work closely with the Employment Services and Progression Team to increase opportunities for Crisis members to volunteer in CC and other discrete volunteering projects
To support the National Volunteer Manager to deliver other volunteer events and projects as required, including taking a lead on the delivery of an annual volunteer recognition event
To network with relevant partners such as other voluntary organisations and partner colleges, promoting the role and achievements of Crisis volunteers

General

To develop and maintain an understanding of the charity’s work and the needs and circumstances of homeless people
To comply with Crisis policies and procedures, including Health and Safety policies, for which all employees owe a duty of care both to themselves and others, in accordance with the Health and Safety at Work Act
To carry out any other duties that may reasonably be required in the light of the main purpose of the job.

Person Specification

Essential

Proven experience of volunteer management and able to evidence up-to-date knowledge of best practice and new initiatives concerning volunteering
Good understanding of the issues facing organisations that involve large numbers of volunteers as well as experience of being part of a volunteer led project and an understanding of the issues involved in supporting a volunteer-led project
Good understanding of the motivations and needs of volunteers
Proven experience of developing innovative ideas to recruit, induct, train and retain volunteers including experience of designing and delivering training programmes
Excellent communication skills and able to write and speak persuasively to a diverse range of groups and individuals
Strong interpersonal skills and the ability to influence, persuade, guide and motivate others including a team of temporary staff and volunteers
Able to work effectively as part of a team, particularly in a high-pressure environment
A solution-oriented approach to problems
Excellent time management and organisational skills and able to prioritise and delegate as appropriate
Strong IT skills, including database experience and demonstrable ability to adapt to new systems
A clear understanding of the need for systems and demonstrable aptitude for developing processes and procedures
Commitment to the vision and values of Crisis and an understanding of the issues surrounding homelessness and commitment to equality of opportunity.

Desirable

Experience of using social media as an engagement tool
Experience of generating and managing online content

We encourage applications from all sections of the community particularly those with personal or previous experience of homelessness.