Volunteer Services, Manager

Emory Healthcare•Atlanta, GA

8d•Onsite

About The Position

Plan, directs, manages, coordinates, monitors, implements, and directs policies, procedures, and activities related to Volunteer Services in accordance with established strategy, policies and objectives for Emory Healthcare. Plans and administers budget, supervises volunteer workforce, and resolves volunteer issues affecting daily operations. Develops volunteer goals and administers departmental policies, procedures, and related forms in accordance with regulatory guidelines. Collaborates with leaders to identify volunteer opportunities to ensure staffing needs are met. Establishes, reviews and updates job descriptions for volunteer workforce team. Develops volunteer opportunities that support and enhance the organization's mission. Develops and implements activities to recruit new volunteers. Coordinates and conducts orientation and in-service programs for volunteers. Resolves volunteer resource related issues, and is accountable for duty descriptions, training, disciplinary, termination, and placement decisions for volunteers and students. Monitors and directs volunteer workflow by observing and reviewing work flow to maintain efficient and timely services and a high level of customer service. Provides opportunities for the professional development of volunteers and work study students, coordinates appropriate in-services, orientation, and on-going training programs to promote best practices.

Requirements

Associate's Degree or experience in lieu of degree
Five years of related volunteer and/or customer service experience.
Demonstrated experience in staff professional development as well as curriculum design and implementation required.
Extensive experience in healthcare roles with demonstrated focus on developing job descriptions and performance initiatives to improve patient experience.
Excellent communication and interpersonal skills, with the ability to engage and collaborate across teams and volunteers from diverse communities.
Service-oriented leadership style with the ability to inspire and influence change throughout the organization.
Fosters teamwork and the volunteers' professional development to promote engagement and retention.
Strong understanding of industry best practices for patient experience.
Proficiency in database management software.
Stays abreast of best practices, emerging evidence, and advancements within the field to provide expertise in patient experience and service performance strategies to achieve goals.
Expert knowledge of healthcare regulations and policies related to volunteer programs.
Effective decision-making and problem-solving skills.
Commitment to contributing to a culture of diversity, inclusion, and equity within Emory Healthcare.
Collaborative mindset to work with other departments and stakeholders to achieve EHC's strategic priorities.
Works with hospital leaders to fill short term needs, one time projects and special request for volunteer support.
Understands needs of multigenerational workforce

Nice To Haves

Bachelors degree in public relations, hotel/hospitality management or related field preferred

Responsibilities

Design, implement, and evaluate a comprehensive volunteer workforce strategy aligned with EHC's mission, values, and goals
Lead short- and long-range planning for Volunteer Services
Consult with organizational leadership to integrate volunteers and students into overall system strategy
Develop programs for students to inspire the next generation of caregivers
Assist with budget preparation and monitor program expenses
Partner with EHC teams to integrate volunteers and work-study students into workflows
Develop and deliver onboarding, training, annual in-services, and education programs
Ensure compliance with Joint Commission and other regulatory requirements
Support volunteers in delivering safe, high-quality, patient-centered care
Address volunteer performance concerns and complaints
Foster a culture of empathy, compassion, and responsiveness across all volunteer roles
Collaborate with Spiritual Health and DEI teams to support patients and care partners
Support patient and family advisor programs to capture community insight
Establish communication channels for volunteer feedback and concerns
Lead recognition initiatives and special events celebrating volunteer achievements
Recruit volunteers and match skills with department needs
Partner with system resources to identify meaningful volunteer roles
Build strong relationships with volunteers, leaders, and community partners
Manage student and volunteer pipelines to support workforce sustainability
Maintain volunteer records, databases, and reporting systems
Oversee volunteer scheduling, hours tracking, and daily operations
Manage volunteer software, email distributions, and regulatory reporting
Maintain volunteer web pages and respond to online inquiries and applications
Implement surveys and feedback tools to monitor engagement and service quality