Douglas Macmillan Hospice

Volunteer Services Coordinator - Retail

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Job summary

Dougie Mac are delighted to share details of our new Volunteer Services Coordinator - Retail following a full review of our Volunteer Services Team and Dougie Mac.

Our Retail team is growing with 20 shops currently and more expected to open in the coming years. This huge operation will generate an income of over £4.2m for the hospice this year alone ensuring we can provide care for adults, young adults and children. The Volunteer Services team provide a supportive environment for our highly valued volunteers and is pivotal to ensuring the hospice delivers its strategy.

Main duties of the job

As a key contact within this team, you will thrive on the challenge of supporting us to ensure our shops run at maximum capability. Supporting staff, volunteers play an essential role the success of the running of the shops and are an integral part of the team. Engaging with volunteers and taking them through their journey with Dougie Mac is a vital part of this role. We are keen to continue our success in attracting volunteers for both the long and short term looking for a way to give something back to the local community or gaining a new experience utilising their professional experience or trying something completely new!

You will be a key member of the team supporting both volunteers and the staff who manage them which includes travel to all of our shops. We are seeking candidates who have great communication and people skills, a ‘can do attitude’, especially in terms of supporting colleagues with the provision of volunteers and who is open to new ideas. Good IT skills are essential in this role, including Excel, Word and Outlook and you must be confident using social media platforms and a CRM or volunteer management database. You will have some experience or insight into volunteering and retail and the differences between volunteers and paid staff.

About us

Dougie Mac is an open-culture organisation, underpinned by clear strategic aims, vision and values. The Hospice many different services provide patients, their families and carers, with physical, emotional, social, psychological and spiritual support ensuring that all are supported as they face death, dying and loss.

By joining Dougie Mac, you’ll be part of a dedicated team of professionals who are committed to delivering person-led, responsive and cost effective services of the highest quality. And you’ll be supported in your role to develop your skills and those of the people you work with. Staff at Dougie Mac are well-motivated, with professional development pathways, and given opportunities to be reflective in their roles through supervision, reflective practice and supportive line management.

The Hospice offers a competitive salary and benefits package, including a contributory pension scheme, generous holiday allowance, funded study, free parking, Paycare and much more.

Date posted

24 June 2022

Pay scheme

Other

Salary

£21,000 a year

Contract

Permanent

Working pattern

Full-time

Reference number

B0303-742

Job locations

Barlaston Road

Stoke-on-Trent

Staffs

ST3 3NZ

Job description

Job responsibilities

Department Function:

Volunteers are integral to the effective running of Dougie Mac. All areas both clinical and non-clinical can flourish and achieve more with the involvement of people from our communities who are willing to volunteer their time and use their skills, knowledge and abilities to undertake roles as identified by the Hospice. The function of this department is to work with all staff within the Hospice, both onsite and in the shops to identify volunteer roles that can support, enhance and develop the end of life care we provide and subsequently recruit, induct and develop people to these roles.

Job Summary:

Under the direction of the Head of Voluntary Services provide a comprehensive service to enable the recruitment, induction and ongoing development of people in a volunteer capacity, specifically retail.

Demonstrating respect and an awareness of the importance of the unique contribution a person volunteering their time, skills, knowledge and abilities is central to undertaking this role. Uphold a culture that values individuals and their unique worth through influencing colleagues. The role will be responsible for ensuring volunteers are utilised within the hospice and monitor the consequential return on investment. The role will build relationships with volunteers from recruitment through their entire journey ensuring engagement and retention is at the forefront of a mutually beneficial relationship.

Duties & Responsibilities:

1. To respond to telephone, electronic media and face to face enquiries and applications in a timely and appropriate manner.

2. Follow agreed processes and procedures to coordinate applications from people volunteering to help the hospice

3. To be responsible for the initial matching process for prospective volunteers through a variety of methods including telephone or video calls, face-to-face interviews, etc. to ensure that suitable appropriate candidates are matched to the volunteer role vacancy. High priority must be given to suitability, ‘fit’ of a volunteer to a role for the mutual benefit of both the volunteer and hospice.

4. Utilise an information system, Better Impact, to ensure that all legislative and regulatory requirements are met throughout all processes and maintain volunteer personnel files electronically.

5. To develop and coordinate a comprehensive induction programme for all Dougie Mac volunteers working closely with the Volunteer Shop Managers and other staff, supporting them to effectively manage their volunteers.

6. To provide all voluntary services administration, support the development of and continually improve functions ensuring best practice, customer service and service efficiency are always maintained

7. To receive enquiries from managers, staff, volunteers and external agencies and respond as necessary either directly or by referring to colleagues as appropriate.

8. Undertake specific and general tasks appropriate to the grade regarding volunteer issues and projects / initiatives, such as the thank you events and ongoing training.

9. Look for innovative and creative ways to maintain engagement volunteers, such as additional learning and development opportunities working closely with the Learning and Development Department.

10. To maintain and seek to continually improve communication systems between all internal departments and external agencies to effectively communicate all matters regarding volunteers including new starters, weekly hours volunteered, leavers and other changes.

11. Preparation and distribution of all volunteer correspondence from the Voluntary Services Department.

12. Collate statistics for volunteer reporting, audit and other projects as required.

13. Continually demonstrate to volunteer’s appreciation, respect and regard for the contribution they make to the organisation.

14. Ensure volunteers are maximised to undertake activities within the department as an example to the whole hospice, including line management.

15. Be point of contact in the absence of Head of Voluntary Services for any urgent issues.

16. Keep up to date with sector changes utilising NCVO, AVSM and local networking groups and the opportunities these organisations present.

17. Undertake specific and general tasks regarding volunteer issues and projects / initiatives, such as surveys, thank you events and recruitment.

18. To provide statistics and feedback to reflect the volunteer workforce impact.

19. To support shop managers and staff in working with and managing volunteers and any issues that may arise.

20. To build relationships and influence colleagues to ensure volunteers are utilised fully to benefit the area of the business they are supporting.