Volunteer Engagement, Operations Manager

This position contributes to the success of Brookfield Zoo Chicago (“BZC”) by providing critical technological and operations support for approximately 400 adult volunteers as they educate guests, connect guests to wildlife and nature, and provide support for special events and special projects. This position provides critical direct supervision and accountability for volunteers. Volunteers are critical to providing an exceptional guest experience that celebrates wildlife and nature.

PRIMARY JOB DUTIES AND RESPONSIBILITIES:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions of the position.

1. * Manage all technology and related operations processes for all adult volunteer engagement initiatives, programs, volunteer assignments, and operations. Serve as primary lead and provide technical and systems expertise to manage all technology-related systems and processes, including but not limited to, Volgistics or other volunteer management databases; on-line volunteer training on Collabornation® or other on-line Learning Management Systems (LMS);  BZC Volunteer Engagement SharePoint site; internal technical procedures to create and manage volunteer name badges; internal technical procedures for uniform order procurement, and other procedures, processes, and systems, including on-line ordering and payment processes, and other procedures/processes as deemed necessary.
   1. Collaborate regularly with IT Department, Human Resources Department, and other internal stakeholders to create and implement technology-related procedures and processes essential to volunteer engagement operations.
   2. Ensure all volunteer information is maintained current and accurate in databases. Utilize databases to generate specialized lists and reports as requested.
   3. Maintain knowledge on developments, trends, and best practices in technology related to volunteer engagement. Research, identify, and recommend software, hardware, and applications that will support and improve current and future volunteer engagement initiatives and operations.
   4. Serve as Technical Trainer, designing, implementing, and conducting technology training and leadership support to volunteers, individually and/or in groups, on how to use applications of BZC volunteer-related technology. Create and provide technology tips and coaching documents for volunteers. Gather feedback from volunteers to assist in improving technology systems, processes, procedures, and related training effectively.

2. * Manage Various Groups of Volunteers and Volunteer Projects.  Including but not limited to the following across BZC: special event volunteers, corporate volunteers and corporate volunteer days, volunteer field trips, and special project volunteers.

1. Collaborating with internal stakeholders, manage volunteer support for all BZC volunteer needs, including special events, multi-day events, and special projects. Analyze and prepare staffing plans; recruit, schedule, and confirm volunteers to fill volunteer requests for events and special projects, both ongoing and one-time requests, and additional new requests.
2. Ensure staff are fully briefed and prepared to supervise volunteers for any particular special event or project. Evaluate volunteer staffing patterns, keep detailed procedural records, and recommend improvements for volunteer involvement in events and special projects. 
3. Ensure efficient use of resources, including procurement and negotiation with external and internal stakeholders and vendors of non-perishable consumables, on-site meals, and refreshments for volunteers during special events and projects that will offset budgeted amounts. Order, maintain inventory, and ensure distribution and delivery of non-consumables, meals, and refreshments to volunteers during special events/projects.

3* Volunteer Recognition Events/Meetings. Collaborating with Director, Volunteer Engagement, assist with planning and implementation of volunteer recognition events and meetings, especially the Annual Volunteer Appreciation Dinner & Service Awards Ceremony, and Annual Volunteer Meeting with CEO. Lead volunteer committees convened to support events/meetings. For silent auctions and raffles held in conjunction with events and meetings, work with internal and external stakeholders to ensure rules and financial compliance are followed, and ensure auctions and raffles are legally compliant and successfully executed. 

4* Volunteer Uniform Procurement.  Collaborating with internal stakeholders, design, manage, and maintain volunteer uniform procurement and ordering process, including on-line payment processes. Order, maintain inventory, and distribute volunteer uniforms. Collaborating with internal stakeholders, order and process name badges for volunteers; resolve zoo building name badge access issues for volunteers.

5* New Volunteer Recruitment and Orientation. Collaborating with Director, Volunteer Engagement, design, implement, coordinate, and monitor onboarding logistics for all new volunteers. Process on-line volunteer background checks for all new volunteers. As assigned, conduct new volunteer orientation training programs. Collaborating with internal stakeholders, manage all technology and on-line functions related to new adult volunteer recruitment, selection, placement, orientation, and training.

6* Volunteer Management. In absence of Director, Volunteer Engagement, make decisions related to volunteer engagement initiatives and operations, including, but not limited to, handling volunteer disciplinary situations and non-routine or emergency situations.  Maintain informal communication with volunteers, taking time to listen to and resolve their issues and concerns regarding their volunteer experience; ensure serious concerns are relayed to Director, Volunteer Engagement. With guidance of Director, Volunteer Engagement, responsible for conducting performance counseling conversations and implementing performance improvement plans for volunteers as assigned.

7.External Partnerships. With guidance and approval of Director, Volunteer Engagement, pursue opportunities for collaboration and partnerships with like-minded institutions and individuals to further BZC’s interests and objectives. Represent BZC as external workshop presenter and submit articles to professional newsletters and journals as approved. Promote the interests of the organization in a professional and well-informed manner.

Other related duties as assigned to ensure successful achievement of BZC objectives

* Denotes Essential Job Function(s)

POSITION REQUIREMENTS AND SPECIFICATIONS:

• Bachelor’s Degree in Non-Profit Management, Communications, Psychology, Human Resources, Sociology, or related field required or eight years of equivalent experience.  High school diploma or educational equivalent (e.g., GED.)
• Two years paid work experience in any setting supervising, staffing, and scheduling volunteers for daily assignments, special events, and administrative projects as part of regularly assigned daily responsibilities.
• Two years paid work experience implementing and managing database software, and training individuals, especially individuals not familiar with and/or uncomfortable using technology, on how to use software and related applications.
• Experience working with Volgistics, a volunteer management database, or any other HRIS/scheduling/volunteer engagement database management system/software.
• Ability to maintain strict confidentiality of privileged information.
• Ability to work with and coordinate detailed records and schedules, with an eye for detail, completeness, and accuracy.
• Ability to be proactive and able to identify tasks to be completed independently without prompting.
• Strong decision-making and problem-solving skills.  
• Strong interpersonal and communication skills.
• Strong ability to develop excellent rapport and positive relationships.
• Highly flexible and adaptable, have a strong work ethic, and be highly tactful.
• Track record of working effectively in a fast-paced environment with rapidly shifting priorities.
• Cultural competency; experience and/or ability to work and interact effectively with a diverse, multicultural audience.
• English fluency at a professional working proficiency.
• Valid driver’s license required at time of hire.  Illinois residents must possess a valid Illinois driver’s license or obtain one within 90 days of hire.  Valid out-of-state driver’s license is required for out-of-state residents.

DESIRABLE/PREFERRED QUALIFICATIONS:

• Experience working with a 50+-age population, in either a paid or volunteer capacity. 
• Volunteer or paid work experience in a zoo/aquarium, museum, nature center, or similar setting.
• Demonstrated interest in conservation, wildlife, and nature.
• Multilingual ability, Spanish fluency a plus.

ADDITIONAL INFORMATION: 

This position description summarizes the primary duties and functions of this position, but should not be considered a complete listing of every duty the incumbent may ever be called upon to perform.  Incumbent is required to gain a solid understanding of the organization, individual departments and functions, its mission, vision, values, history, and operating philosophies, and how volunteer engagement initiatives and operations impact the organization and individual departments. Volunteers are on-site 365 days a year and volunteer engagement staff work with every department in the organization.

This position requires incumbent to work weekend days regularly and occasional weekday/weekend evenings. The ideal work schedule is Tuesday through Saturday. A hybrid work schedule is available, dependent on volunteer engagement operations and with the manager’s approval. Must be able to occasionally work outdoors and walk zoo grounds, especially during special events, in different types of weather, including warm summer days.

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