Volunteer Coordinator

Position Summary

The Retail Volunteer Liaison is responsible for the coordination and oversight of volunteer services provided to Big Bend Health’s (BBH) retail operations. Working collaboratively with the Director of Volunteer Programs and the Director of Retail Operations, this position helps to develop, implement and enhance volunteer engagement strategies that strengthen the existing retail volunteer model and supports growth in alignment with planned retail expansion.

The Retail Volunteer Liaison serves as the primary point of connection between retail volunteers, Store Managers, and the BBH Volunteer Services Department, ensuring consistent communication, effective coordination, and a positive volunteer experience across all retail locations.

Responsibilities include recruiting and onboarding new volunteers, as well as supporting the engagement, retention, scheduling, training, and ongoing communication with new and existing volunteers. This position also works to identify opportunities to improve volunteer participation, strengthen relationships, and ensure volunteer resources effectively support retail operations.

Essential Duties and Responsibilities

1. Volunteer Engagement and Retention

• Build and maintain positive relationships with existing retail volunteers through consistent communication, personal outreach, and meaningful engagement.

• Assess volunteer satisfaction and identify barriers contributing to decreased participation, disengagement or turnover.

• Conduct volunteer interviews, surveys, and follow-up conversations to gather feedback and identify opportunities for improvement.

• Proactively contact volunteers who have reduced or discontinued their participation to understand their experiences and explore opportunities for re-engagement.

• Partner with Store Managers to address volunteer concerns, strengthen relationships, and create a welcoming, inclusive and supportive environment.

• Develop and implement volunteer appreciation, recognition, and engagement initiatives that foster a sense of connection and belonging.

• Establish consistent communication practices that keep volunteers informed about store activities, expectations, opportunities, organizational updates, and changes affecting their assignments.

• Identify opportunities to recognize volunteer contributions and celebrate milestones and accomplishments.

2. Volunteer Recruitment and Workforce Development

• Develop and implement recruitment strategies to attract new volunteers to support existing and future retail locations.

• Identify volunteer staffing needs by location, shift, and assigned role in collaboration with Store Managers.

• Establish measurable volunteer recruitment, participation and retention goals in collaboration with Volunteer and Retail leaders.

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Develop creative outreach opportunities, including:

• Community and parking lot recruitment events.

• Presentations at senior centers and community organizations.

• Retail outreach at community events, craft shows, and festivals.

• Volunteer Lunch Bunch gatherings and other engagement activities.

• Word-of-mouth recruitment and volunteer referral initiatives.

• Maintain an active recruitment pipeline to support ongoing and anticipated staffing needs.

• Develop relationships with community organizations and other potential volunteer referral sources.

• Monitor volunteer availability, participation, and workforce capacity to proactively identify and address scheduling gaps.

3. Volunteer Management and Coordination

• Serve as the day-to-day coordinator of retail volunteer activities, working within established Volunteer Services policies, procedures and organizational guidelines. Assist with processing volunteer applications, initial screening, onboarding, and orientation in accordance with established procedures.

• Maintain accurate and current volunteer records, including active and inactive status, assignments, contact information, and participation.

• Support volunteer scheduling, shift changes, and communication regarding coverage needs.

• Monitor and report volunteer hours and participation through established systems.

• Follow up on annual volunteer evaluations, competencies, and other required documentation.

• Maintain compliance with applicable BBH volunteer requirements, background screening, and training standards.

• Ensure volunteers understand their roles, responsibilities, expectations, and available support resources.

• Coordinate volunteer placement and assignments in collaboration with Store Managers to align individual interests, abilities, and availability with operational needs.

• Assist with volunteer transitions, including changes in assignments, leaves of absence, and separation from volunteer service.

4. Training, Policies, and Operational Infrastructure

• Review existing retail volunteer policies, procedures, and workflows and recommend updates as needed.

• Develop and maintain role-specific volunteer training materials, standard operating procedures (SOPs), and reference resources.

• Establish consistent onboarding and role-specific training pathways for new volunteers.

• Coordinate with Store Managers to identify training gaps and ensure volunteers are adequately prepared for their assignments.

• Establish and maintain organized, centralized electronic folders for volunteer records, training materials, policies, and program documentation in accordance with organizational recordkeeping and confidentiality requirements.

• Support implementation and monitoring of appropriate background screening and documentation processes in coordination with Volunteer Services.

• Identify opportunities to simplify processes, improve efficiency, and strengthen communication between volunteers, Store Managers, and Volunteer Services.

• Assist in developing and implementing measurable performance indicators (KPIs) to evaluate retail volunteer program effectiveness.

• Establish consistent processes and tools that can be replicated and implemented as additional retail locations are established.

• Ensure volunteer training and reference materials remain current and reflect applicable organizational policies, retail procedures, and safety expectations.

5. Communication and Collaboration

• Serve as the primary point of coordination between retail volunteers, retail staff, and the Volunteer Services Department.

• Maintain regular communication with Store Managers regarding volunteer staffing, engagement, concerns, and program needs.

• Attend designated staff meetings, volunteer meetings, and organizational gatherings.

• Facilitate consistent communication regarding volunteer opportunities, store updates, policy changes, training, organizational initiatives, and recognition.

• Collaborate with the Volunteer Services Department to ensure retail volunteer operations align with BBH policies and organizational expectations.

• Escalate volunteer concerns, performance issues, safety incidents, operational challenges, and compliance issues through appropriate channels.

• Maintain open communication and effective working relationships across departments to promote consistent and positive volunteer experience.

6. Program Evaluation and Continuous Improvement

• Establish and maintain a baseline of volunteer participation, engagement, retention, and staffing levels at each retail location.

• Analyze Volgistics data and collaborate with Store Managers to determine actual volunteer workforce capacity, availability and utilization.

• Establish appropriate volunteer staffing targets by location, shift, and role in collaboration with retail and volunteer leadership.

• Monitor recruitment, retention, participation, volunteer hours, and shift coverage trends.

• Develop and maintain routine reporting on volunteer program performance, identifying trends, challenges, and opportunities for improvement.

• Gather and evaluate volunteer feedback through surveys and ongoing conversations.

• Recommend and implement improvements based on volunteer feedback, operational needs, and measurable outcomes.

• Evaluate the effectiveness of recruitment, onboarding, training, engagement, and retention initiatives.

• Identify opportunities to strengthen the volunteer program in preparation for potential additional Oak Tree Treasures locations.

• Provide periodic updates and recommendations to the Director of Volunteer Programs and Director of Retail Operations regarding program performance, resource needs, and opportunities for growth.

Qualifications

Qualifications and Core Competencies

Required:

• Strong interpersonal, communication, and relationship-building skills.

• Excellent organizational skills and attention to detail.

• Ability to manage multiple priorities and follow through on assigned responsibilities.

• Demonstrated initiative, problem-solving ability, and resourcefulness.

• Ability to communicate expectations, address concerns, and navigate challenging conversations professionally.

• Proficiency with Microsoft Office, email, and electronic recordkeeping systems.

• Ability to work collaboratively with staff, volunteers, and community partners.

Preferred:

• Experience in volunteer management, volunteer coordination, nonprofit operations, retail, or community engagement.

• Familiarity with volunteer management software and scheduling systems.

• Experience with recruitment, onboarding, training, and volunteer retention initiatives.

• Knowledge of process improvement, documentation, and standard operating procedures.