Volunteer Programs Manager en Humane Rescue Alliance

About the Humane Rescue Alliance (HRA)

For more than 150 years, the Humane Rescue Alliance has championed the protection of animals, support for people, and service to the community. With campuses in the District of Columbia and New Jersey, along with the nation’s leading pet transport initiative, it stands as the largest and most comprehensive animal services provider in the region. Each year, HRA transforms the lives of tens of thousands of animals through rescue and adoption, humane protection, access to medical care, innovative community programs, and legislative leadership. Its broad reach and deep expertise enables HRA to reimagine traditional sheltering and address the most complex challenges facing animals and the people who love them.  

Position Summary

The Volunteer Programs Manager reports directly to the Director of Pet Support under the leadership of the Chief Operating Officer (COO) of the Humane Rescue Alliance (HRA). This role is responsible for the operational management of the volunteer divisions within our DC locations. This individual should possess the experience, talent, and expertise to oversee the implementation, in addition to assisting in the development of the strategic plan and objectives to drive successful execution of program goals. The Volunteer Programs Manager provides leadership to the volunteer teams and plays a critical role in managing the relationships volunteers share with our animals and our team. This individual will have the skills to manage a large pool of volunteers, recruit and continuously build an inclusive volunteer space, made up of diverse personalities and groups, and the ability to professionally train and onboard each group into the organization’s culture and practices.  

To successfully perform their duties in this role, a candidate should possess: 

• Knowledge of basic project and program management to successfully develop, initiate, and monitor processes, as it relates to volunteer coordination and execution.
• Knowledge of customer service, public engagement, and volunteer management, preferably with volunteers in a shelter environment.
• The skill to review, assess, manage, and assist in the development of budgets, including those for funding the development and implementation of programs.
• The skill to identify the root causes of complex problems by breaking down inefficiencies, then building and prioritizing solutions.
• The skill to develop and maintain effective communication throughout the volunteer teams and set a standard for volunteer-to-staff interactions.
• The ability to approach challenging conversations between staff, volunteers, the public, and peers with tact, humility, and empathy. 
• The ability to aid in setting and managing department goals, drive internal initiatives, and follow up on the success of organization priorities.
• The ability to oversee the proper execution of program policy as advised by the organization’s Chief Operating Officer (COO)

Key Responsibilities:

• Supervision of Shelter Volunteer Programs
  • Provide support, development and/or leadership guidance to all volunteers and staff.
  • Ensure that the processes, guidelines, and standard operating procedures are followed related to the successful onboarding and training of DC-based volunteers.
  • Manage comprehensive recruitment, intake, orientation, training, and retention of all DC-based volunteers throughout their tenure at HRA, including inventory and maintenance of technology, supplies, and safety equipment.
  • Assist in developing and maintaining written descriptions of volunteer roles and responsibilities, volunteer manuals, and SOPs, and ensuring they are understood and followed.
  • Track and accurately report on volunteer data, including hours and number of volunteers.
  • Proactively seeks out opportunities within the community to engage interest in volunteer opportunities at the shelter.
  • Ensure volunteer adherence to policies and procedures and intervene when necessary to resolve noncompliance.
  • Ensure effective communication pathways with all current and prospective volunteers, making sure all requests or inquiries are addressed promptly by staff.
• Provide fiscal management of Volunteer programs including assistance with budget preparation, decision making and reporting, and fundraising efforts; regularly monitor, review, and maintain accountability for the overall financial status including actuals, budgets, and forecasts.
• Provide continuous leadership, accountability, and performance feedback, throughout the entire organization during performance evaluation period(s), and/or as needed.
• Always represent HRA in a professional and courteous manner. Provide quality service to the public, volunteers, and employees recognizing their individual contributions to the organization's success. Cultivate a positive and collaborative work environment that prioritizes the well-being of fosters, volunteers, and staff.
• Perform other duties and special projects as assigned. 

Qualifications and Requirements

• Demonstrated knowledge (or desire to learn) of industry standards, as it relates to animal welfare.
• Flexibility to travel within the jurisdiction of DC locations and the New Jersey location.    
• Demonstrated ability to work with and lead diverse teams within a high-stress, fast-paced shelter environment. 
• Demonstrated ability to work effectively, in an atmosphere of multiple projects, shifting priorities, and deadline pressures with strong focus on detail and priorities. 
• Excellent interpersonal skills with a background in customer service. Able to communicate in a friendly and professional manner with a variety of individuals representing the public, board members, volunteers, donors, and employees. 
• Desire to shape and build an inclusive culture with diverse intellects and interests by creating and maintaining equitable programs, initiatives, and relationships. 
• Ability to manage the emotional aspect of work in an animal shelter environment with positivity. 
• Proficient in the use and application of computer technology with proficient use of programs including Microsoft Office programs, the internet, and database management software to efficiently accomplish work.
• Must be comfortable and proficient (or willing to become proficient) in animal-handling situations and have a powerful desire to help animals and people, and commitment to life-saving programs and services.
• Passion for the HRA mission, and for caring for all animals regardless of age, breed, temperament, or species, and supporting and educating members of the public, free of judgment or bias. 

Physical Requirements and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. 

• Regularly sits at a computer station and operates electronic equipment.
• Ability to travel independently for meetings and organization-related work.
• Ability to be comfortable working around all species of animals.
• Ability to lift 50 pounds unassisted regularly, 50+ pounds assisted. 
• Due to the nature of shelter work, may be exposed to deceased, fractious, or aggressive animals; common allergens; hostile or irate persons; zoonotic or other diseases; unpleasant noises, odors, or sights; and extreme temperatures. 
• Availability and ability to work occasional weekend or weeknight hours.

Education and Experience

• Minimum 3 years of progressively responsible experience in public-facing, customer-service-oriented roles in community outreach and engagement or volunteer management.
• Degree in human services, and/or social work preferred.
• Experience working in the industry of animal welfare preferred.

Compensation and Benefits

• Hourly rate, commensurate with experience.
• Comprehensive benefits package including medical, dental, vision, paid time off, and retirement savings.
• Professional development opportunities.
• Rewarding work with a mission-driven team making a lasting impact.

*Multilingual candidates are encouraged to apply. A salary premium may be offered for multilingual candidates who demonstrate proficiency in written and oral testing. 

*HRA is committed to being an Equal Opportunity Employer, and does not discriminate because of race, color, creed, gender, religion, national origin, disability, age, pregnancy, genetic predisposition or carrier status, marital status, citizenship status, or sexual orientation. Accommodation will be provided to qualified individuals requiring them.