Volunteer Experience Supervisor

Houston Food Bank•Houston, TX

1d•$55,120 - $68,900•Onsite

About The Position

The Volunteer Experience Supervisor contributes to the Houston Food Bank Volunteer Services Department by leading Volunteer Hosts who create safe, fun experiences for diverse volunteer groups, including groups of up to 1,000 volunteers. The role works with volunteers and teams across HFB departments to support the organization’s mission, Food for better lives, and adheres to HFB’s PACT values: Purpose, Accountability, Courage, and Transparency. The position requires reliable, consistent, punctual on-site attendance and supports the operating hours of Houston Food Bank facilities. The supervisor oversees Volunteer Hosts and dedicated volunteers, coordinates project assignments and volunteer shifts, monitors project areas and equipment, completes quality checks and documentation, and communicates with Volunteer Experience management and other Volunteer Services staff. The role may require schedule flexibility for disasters and community or company events. Minimal domestic travel, up to 10%, is required.

Requirements

High school diploma from an accredited school or GED certificate.
At least 2 years of experience in an administrative support role.
At least 2 years of supervisory experience.
At least 2 years of customer service experience.
Reliable transportation, a valid driver’s license, and insurance.
Ability and willingness to be trained to operate an electric pallet jack.
Ability and willingness to be trained to operate a forklift.
Proficient experience with Microsoft Office Suite.
Ability to work with a diverse population, including the public.
Exceptional public speaking and presentation skills.
Ability to develop and lead direct reports.
Ability to document coaching sessions and corrective actions with clear, professional writing.
Ability to establish objectives and program goals that support strategic plans.
Ability to work independently, exercise sound judgment, and use critical analysis with minimal to no supervision.
Ability to manage time efficiently and shift task assignments quickly.
Strong accountability, follow-through, attention to detail, planning, problem resolution, delegation, organization, and critical analysis skills.
Ability to process complex information, manage multiple tasks and demands, and collect and analyze complex data using basic arithmetic.
Ability to communicate clearly, provide instructions and goals, and work professionally and courteously across the organization.
Ability to work in a fast-paced environment and maintain a high-energy, can-do attitude.
Exceptional interpersonal skills and ability to maintain professional composure and use de-escalation techniques when needed.
Ability to maintain confidentiality when handling employee- and volunteer-related issues.
Ability to apply common-sense understanding to detailed but uninvolved instructions and resolve problems involving a few concrete variables in standardized situations.
Must be legally able to work in the United States.
Ability to meet the role’s physical requirements, including frequent lifting of 50 pounds, prolonged standing or stationary work, moving around the office and facility, using hands and fingers, and hearing warehouse horns, warnings, and alerts.

Nice To Haves

Associate’s degree from an accredited college or university.
Volunteer management or volunteer experience.
Event coordination experience.
Project management experience.
Bilingual English/Spanish.

Responsibilities

Provide active supervision of Volunteer Hosts, spending 75% of the time in project areas and conducting walkthroughs to ensure safe, engaging volunteer experiences.
Conduct team huddles before and after shifts to communicate updates on volunteer groups, products, inventory, assignments, and project expectations.
Support projects by leading volunteers, overseeing work, keeping project areas clean and organized, and filling in for Volunteer Hosts as needed.
Ensure Volunteer Hosts complete required project documentation on tablets and communicate relevant product, inventory, and warehouse updates.
Gather and share volunteer survey data weekly to inform project-area adjustments and improvements.
Work with the Volunteer Experience Coordinator to plan next-day shift schedules and schedule staff and dedicated volunteers in advance with clear assignments.
Schedule time for Volunteer Hosts to complete ongoing training and professional development.
Coordinate large and last-minute volunteer shifts, preparing project areas and confirming product and material availability using departmental knowledge and internal resources.
Complete daily and ongoing Supervisor Quality Check documentation while walking through project areas.
Approve and sign Volunteer Hosts’ project forms and ensure production metrics and information are accurately reported in internal data systems and spreadsheets.
Communicate and check in with the Volunteer Experience Manager about shift schedules, performance issues, corrective actions, timecards, PTO requests, one-on-ones, evaluations, and other department matters.
Provide supervisory support to dedicated volunteers on the experience team.
Ensure Volunteer Hosts conduct volunteer engagement activities and step in to assist with or lead activities when needed.
Promote project-area safety through appropriate equipment assignment, use, and maintenance.
Monitor equipment and supplies and report safety and malfunction requests to Facilities.
Maintain current knowledge of AIB reporting protocols and work with Facilities management to support compliance and success.
Attend and contribute to meetings required by the Volunteer Experience Manager or Director of Volunteer Services.
Coordinate with Volunteer Services Coordinators and managers on special project requests and volunteer-group registration.
Manage two or more direct reports, setting expectations, developing employees, managing performance, and handling people-management administration, including interviewing, assigning and directing work, and resolving problems.
Carry out responsibilities in accordance with HFB policies.