Director of Volunteer Services
Directs and oversees daily operations for the Volunteer program, Gift Shops, and related entities in accordance with hospital goals and policies. Develops, implements, and manages activities that align with both Auxiliary Services and TMC HealthCare’s mission, goals, and objectives.
Directs and oversees Volunteer Services and the alignment with the TMC Auxiliary program.
Prepares, monitors, and analyzes department specific budgets and responds with appropriate variance action.
Develops, implements, and manages new services and programs that offer organization support both internally and in the community.
Directs, develops, and implements auxiliary recruitment and marketing strategies with the Auxiliary Board of Directors.
Initiates and oversees retention of auxiliary volunteers with the Auxiliary Board of Directors.
Develops and manages implementation of new volunteer orientation and ongoing training.
Supports scheduled auxiliary volunteer meetings and leads staff department meetings.
Develops, implements, and manages auxiliary volunteers and staff to identify improvement activities that meet performance goals.
Ensures that auxiliary volunteers and staff are managed in a manner consistent with TMC human resource policies and procedures.
Promotes auxiliary volunteer and staff work environments focused on TMC Patient Experience standards.
Effectively monitors staff performance to ensure employees have the benefit of professional growth, development, and independent decision making.
Effectively monitors and coaches auxiliary volunteers and staff to resolve personnel issues and conflicts.
Ensures work processes, policies, and procedures are followed in accordance with state and federal regulations in accordance with TMC Human Resource practices.
Provides support to auxiliary fundraising activities.
Provides support to auxiliary communication distribution.
Serves on the Auxiliary Board of Directors (non-voting member) and supports auxiliary governance and leadership as needed.
Acts as primary liaison between TMC Auxiliary and the TMC Foundation and hospital.
Oversees, with the Auxiliary Board of Directors and Gift Shop Management, the development and implementation of retail strategies to motivate sales and customer service teams that increase sales and maximize profit.
Oversees, with the Auxiliary Board of Directors and Gift Shop Management, the development and implementation of retail merchandise buying strategies including: vendor research and selection, term and cost of goods negotiations, development of sales and profit projections, development and maintenance of merchandise open-to-buys in a flexible budget with inventory levels that align with consumer demand and market trends.
Oversees, with the Auxiliary Board of Directors and Gift Shop Management, retail store management operation strategies including: service excellence retail model, staff and volunteer training and development, product management, point-of-sale accuracy, and shrinkage prevention.
Demonstrates and upholds established standards of behavior, safety, and confidentiality, as well as TMCH and department policies and standards.
Adheres to and supports staff in exhibiting TMCH values of integrity, community, compassion, and dedication. Works collaboratively and supports efforts of other team members.
Performs related duties as assigned.
EDUCATION: Bachelor's degree in business administration, management or equivalent combination of relevant education and experience.
EXPERIENCE: Five (5) years of volunteer or gift shop management experience.
LICENSURE OR CERTIFICATION: None Required
KNOWLEDGE, SKILLS AND ABILITIES:
- Knowledge of Auxiliary volunteer program development and best practices.
- Knowledge of retail; customer service leadership, buying and management oversight.
- Skill in managing and supervising personnel
- Skill in establishing interpersonal relationships
- Skill in leading and directing Auxiliary volunteers.
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Ability to write reports, business correspondence, and procedure manuals.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Ability to work with concepts such as fractions, percentages, ratios, and proportions, and apply mathematical operations to solve or analyze job-related situations.
- Ability to create financial forecasts and budgets; ability to identify positive or negative variances from expected outcomes.
- Ability to define problems, collect data, establish facts and draw valid conclusions