Customer Experience Coordinator jobs in South Bend, IN

Position: :Coordinator, Volunteer Experience
Department: :Mission Advancement
Reports to: :Vice President, West Region
Supervises: :None
FLSA and Employee Status: :Full-time, Non-exempt
Position Summary: :The Coordinator, Volunteer Experience is responsible for recruiting, training, evaluating, maintaining, and growing the Catholic Charities’ family of volunteers. Oversees placement of volunteers in the program(s) about which each is most passionate and competent.
Essential Duties/Responsibilities:
*Mission:

• Develops a deep understanding of Catholic Charities’ Catholic identity and programming and effectively represents Catholic Charities to the general public.

• Works with Administration to develop frameworks for volunteer opportunities, including designing volunteer curriculum, benefits, and public recognition.

• Participates as a member of an organization-wide Leadership Team to deliver the highest quality of services in keeping with the mission, vision, and values of the organization.

*Operations:

• Works with the leadership of Counseling, Refugee Services, and Stability Services to develop a comprehensive volunteer needs assessment for each department.

• Manages volunteer recruitment, curriculum, training, and professionalism expectations.

• Establishes and nurtures partnerships with and volunteers from parishes, Catholic schools, social service agencies, and area companies. This includes outreach through media and social media.

• Executes quarterly volunteer nights to recruit new volunteers, distribute important information/training materials, explain Catholic Charities’ programs, and celebrate volunteer achievements. This includes participating in local college and university student activities nights.

• Schedules volunteers and maintains regular contact, confirming shift dates and times, inquiring about their experiences, and following up on any needs or concerns voiced by volunteers.

• Tracks volunteers, and records skills, performance, availability, and scheduling through Mission Engagement database or equivalent database.

• Maintains record of volunteer and client satisfaction survey responses for analysis. Works to develop a digital survey that can be completed in multiple languages with responses automatically updated to database for review and analysis.

• Serves as the lead for World Refugee Day and develops additional events throughout the year celebrating refugees.

• Develops and instructs Job Readiness and Cultural Orientation courses in collaboration with Refugee Services with the possibility of expanding the enrollment to other community members. Recruits volunteers and community leaders (police, doctors, bankers, etc.) to speak on specialty class topics.

• Recruits language interpreters. Collaborations include language services departments in local schools, universities, and churches.

• Develops new relationships with local farmers, farmers markets, grocery stores, and other food suppliers for the Food Pantry.

• Develops a digital food pantry inventory.

• Organizes food drives with local schools, clubs, teams, etc.

• Develops a digital donation inventory for all departments to access. This will include an online donation request platform where photos and valuations of donated goods can be submitted prior to drop-off for staff review and acceptance.

• Performs other office tasks as assigned, including:

• Monthly petty cash reports, volunteer and donation tracking/reporting

• Donation pick-ups/drop-offs

• Front desk backup for Office Assistant

*Quality:

• Conducts appropriate background and health checks on all volunteers.

• Works with appropriate staff to ensure volunteers are properly and regularly trained in their program area.

• Develops a volunteer manual for volunteer use that provides Catholic Charities information, program information, scheduling procedures, job descriptions, and expectations.

• Develops a volunteer manual for internal use that provides information and guidelines for Catholic Charities’ staff.

Qualifications:

• Possesses respect for Catholic Social Teaching and for individuals from all socio-economic backgrounds, races, and cultures.

• Possesses a bachelor’s degree or equivalent combination of education and experience.

• Has a working knowledge of best practices in volunteer services and education.

• The preferred candidate will also be versed in best practices in refugee resettlement.

• Able to work both independently and as a strong team player who will productively engage with others at varying levels of seniority within and outside of Catholic Charities.

Skills:

• Values flexibility and thrives in fluid environments.

• Possesses excellent verbal and written communication skills.

• Performs responsibilities with accuracy, attention to detail, and respect for propriety.

• Computer literacy in Microsoft Office 365.

• Experience with CRM preferred.

Conditions Of Employment:

• Have a valid driver’s license with a clean driving record.

• If your position requires you to transport clients, staff members, or volunteers with your personal vehicle as needed, it is required that you have a reliable vehicle with personal vehicle liability insurance coverage per person and per occurrence.

• If your position does not require you to transport clients, staff members, or volunteers with your personal vehicle, or such transportation is restricted to use of agency vehicles, your personal vehicle liability insurance coverage must be at least per person and per occurrence.

• Successful completion of federal and state background checks

• Successful completion of child welfare screening

• Successful completion of drug and Mantoux (TB) screens

• Comply with the agency’s mission, code of ethics, Catholic Social Teaching, policies and procedures, and confidentiality

Physical Requirements: :The Americans with Disabilities Act requires that we identify the general aptitudes and physical requirements needed to perform the job listed above. Individuals who hold this position must be able to perform all essential job functions unaided or with reasonable accommodation.

• Must have ability to reason and make judgements, to understand and follow oral and written instruction, to guide and/or give instructions, and to make decisions in accordance with established procedures and policies.

• Physical strength: must have ability to lift, push/pull, and hold/carry 25 lbs.

Disclaimer: :

• This job description in no way implies that the description includes every duty to be performed by the employee in the position.

• Nothing in this job description restricts the agency’s right to assign or reassign duties and responsibilities to this job at any time.