Department: Marketing, Communications, and Visitor Services
Title: Volunteer Services Supervisor
Reports to: Head of Visitor Services & Volunteer Management
Status: Full-time, Overtime Exempt
Full-time (Exempt): Generally comprises ten eight hour days in a two-week period. Due to the nature of the position, the standard work hours are 9:00 AM to 5:00 PM and it is not eligible for non-standard work arrangements. In addition, some evening hours or weekend days may be required in addition to special event coverage in order to meet job requirements.
Travel: 0 – 10%
Directly oversees Hillwood’s volunteer programs including recruitment and placement of volunteers, orientation, scheduling, assuring volunteers satisfied with their experience, recognition/appreciation, communications, development/training and performance assessment. Volunteers include Mansion and Garden Docents, Visitor Services Volunteers, Administrative Volunteers, Family Art Volunteers, and Horticulture Volunteers.
• Manages the monthly and daily schedules for non-horticulture volunteers assuring adequate staffing for Hillwood’s daily operations as well as programs/events and groups/private tours.
• Supports horticulture volunteer recruitment, administration, scheduling, and general management.
• Provides efficient and effective communication to volunteers regarding their schedule, roles/responsibilities, and Hillwood.
• Recruits and trains adequate number of volunteers to meet the demand of Hillwood’s visitation by conducting on-going VSV placement as well as leading intensive docent training courses on a case-by-case basis.
• Maintains volunteer information, hours, and schedules in Volgistics, the volunteer database. Trains volunteers on VicNet, Volgistics’ online portal, and VicTouch, Volgistics’ sign-in software.
• Organizes content-rich Annual Volunteer Business Meeting.
• Creates and ensures volunteer budget well-managed.
• Organizes and maintains volunteer records and coordinate volunteer policies/procedures with Head of Visitor Services & Volunteer Management.
• Conducts assessment of volunteers' performance.
• Oversees the Annual Volunteer Appreciation Reception.
• Recognizes volunteers for their efforts or personal situations.
• Supervises and directs volunteers with daily interactions in person and via phone/email with volunteers.
• Produces the monthly email and schedule as well as the daily schedule in a timely manner.
• Edits and publishes The Post Serial, Hillwood’s quarterly volunteer newsletter.
• Provides updates about mansion rotation displays, exhibitions, and Hillwood news.
• Manages content on the volunteer website, including Vimeo and YouTube recordings, by including appropriate resources and information.
• Captures and analyzes volunteer data (number visitor served on tours, change in volunteer numbers over time, etc.).
• Coordinates with Visitor Services staff, who work side-by-side with volunteers in providing the best possible visitor experience daily, providing effective communication and planning regarding volunteer duties.
• Coordinates and plans with Horticulture's volunteer coordinator on programs/matters that benefit all Hillwood volunteers, such as the Business Meeting, Appreciation Reception and The Post Serial.
• Administers and leads Mansion and Garden Docent training course with the Head of Interpretation.
• Coordinates volunteer continuing education sessions with Curatorial, Horticulture and other appropriate staff members.
Knowledge and Experience
• Bachelor’s Degree in a related discipline
• 3-5 years of non-profit volunteer management experience with demonstrated competencies in line with the above noted duties and responsibilities, preferably in a museum setting.
• Experience overseeing a docent/guided tour program.
• Experience in facilitation or teaching in informal or formal settings, customer service.
Skills and Abilities
• Good verbal and written communication skills, with ability to receive and respond to work assignments in both formats.
• A warm, empathetic, and enthusiastic communicator.
• Flexibility, patience, and a positive outlook.
• Regularly communicate in English professionally in person, over the telephone, through email and other electronic means.
• Demonstrates a commitment to the spirit of Hillwood’s mission, vision, and interpretive messages, and keeps them at the forefront of all endeavors.
• Access and employ job related computer software (i.e. Volgistics, Microsoft Office, E-mail, Calendar and ADP Timekeeping) at an effective proficiency level.
• Follow oral and written instructions.
• Maintain cooperative working relationships; demonstrate sensitivity to, and respect for a diverse population.
• Detail orientation with a mindset towards meeting Hillwood’s mission, vision and acting in line with stated values.
• Demonstrated time management skills and including multi-tasking. Ability to meet deadlines.
• Work independently and with general supervision.
Work Environment and Physical Conditions:
The physical requirements and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job or may be encountered while performing the essential functions of this job.
The employee is regularly required to communicate professionally in person, over the telephone, through email and other electronic means, move about their work area, between buildings and the campus grounds, handle various types of media and equipment, and visually or otherwise identify, observe and assess. The employee is occasionally required to lift up to 15 pounds.
Reasonable accommodations may be made to enable qualified individuals with a disability to perform the essential functions to the extent Hillwood may do so without undue hardship. The term “qualified individual with a disability” means an individual who with or without reasonable accommodation can perform the essential functions of the position.
The preceding job description indicates the general nature and essential duties and responsibilities of work performed by employees within this classification. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time not does it proscribe or restrict the tasks that may be assigned. This job description is subject to change at any time.
We are a progressive, equal opportunity employer and all candidates are encouraged to apply. Generous benefits, paid vacation and holiday programs. So, come work “Where Fabulous Lives!”
For prompt consideration, send a cover letter explaining your interest in working at Hillwood and noting an expected salary range, plus your resume to: Staffing-HR@hillwoodmuseum.org Volunteer Services Supervisor should be placed in the subject line. Local candidates will receive priority consideration.