Reporting to the Officer, Volunteer Support, the Leadership Support Coordinator is the single point of contact for our Team Leaders. Utilizing our full suite of communications tools, the role supports a portfolio of Team Leaders. Once onboarded, a Team Leader is assigned a Leadership Support Coordinator to match them to projects and set them up for success throughout out their time at New York Cares. The role coordinates across Program Design & Evaluation, Volunteer Events, and Community Engagement to ensure a seamless volunteer experience for our Team leaders.
This role reports to the Volunteer Support Officer. They interface with volunteers, Team Leaders, and routinely collaborate with the following teams and departments: Volunteer Support, Volunteer Events, and Community Engagement, and Program Design & Evaluation.
- Manage the end to end Team Leader experience from onboarding, placement, through maturity, and finally to exit.
- Coordinate across internal departments to support on advocate for Team Leaders' needs to ensure they have the tools necessary to be successful in their roles.
- Work with Volunteer engagement Manager to inform on Team Leader status and engagement tactics to deepen their relationship with the organization and the communities they serve.
- Provide logistic support for Team Leader budgets.
- Support the Customer Service and CRM strategies and tactics that are systematized to ensure multiple relevant touch points with Team Leader at critical points (before first project, after first project, periodic check-ins, program close, program re-up, etc.)
- Aggregate and action Team Leader feedback to relevant stakeholders.
- Find and replace Team Leaders when substitutions are required (scheduling conflict, illness, etc.) via targeted email, phone, and/or text campaigns.
- Staff approximately 10 corporate service project per year.
This list is not an exhaustive job description. It is meant to describe the essential duties and the range of responsibilities for the Leadership Support Coordinator role. Additional duties may be assigned as needed.
The competency model is a set of knowledge, skills, abilities, and personal traits required to be successful in a job role. It is not an exhaustive list of qualifications as it does not include experience or educational requirements.
The successful Leadership Support Coordinator will:
- Collaboration – Demonstrated ability to work cooperatively with applicable stakeholders to accomplish objectives. Contributes to goals, actively shares information and insights that create awareness and enhance objectives. Listens attentively and builds on feedback to design solutions that accomplish the goal and benefit the team.
- Cultural Competence – Foundational understanding of social nuances, practices, and world views of people of various backgrounds, identities, and cultures. Leverages that understanding to effectively interact with people within diverse communities. Maintain a continued awareness of social and racial justice issues facing the people in communities served by New York Cares.
- Relationship Management – Demonstrated ability to identify, initiate, and foster working relationships with internal and external stakeholders, potential clients, and partners. Develop and maintain those relationships in a way that is of mutual benefit. Easily and quickly build rapport and trust.
- Stakeholder Focus – Consistently interact with stakeholders in a warm, responsive, and helpful manner. Demonstrated ability to empathize and communicate from the stakeholder’s perspective. Routinely creates customer delight.
- Solutions Focused – Consistently assumes ownership of problems. Focuses on the impact and outcome of solutions. Anticipates and prepares for roadblocks. Quickly troubleshoots and resolves issues as they arise. Creates novel solutions when traditional solutions are not feasible or ineffective.
- At least two years of relevant professional experience; HS/HS school equivalency plus combination 2 years relevant experience and/or post-secondary training/education considered.
- Excellent interpersonal, written and verbal communication skills; Spanish language fluency a plus
- Strong administrative skills and problem-solving skills
- Proficiency in MS Office (Excel, Word, PowerPoint), working knowledge of Outlook, and Salesforce a plus
- Ability to communicate effectively with a wide variety of stakeholders.
- The willingness to work beyond traditional working hours and schedules, including some evenings and weekends.
- Good sense of humor & Commitment to volunteerism
Starting salary is $45,000. We provide excellent benefits including comprehensive health insurance, 403(b) employer matching contributions, life insurance, and ample paid time off.
Apply via Indeed, Leadership Support Coordinator, New York Cares.
About the Volunteer Support Team
The Volunteer Support team applies customer relationship management (CRM) and customer service practices and expertise to our volunteer community. CRM is a system for managing relationships with a personalized one-on-one feel at scale, by utilizing a wide variety of technological tools such as Salesforce, Drupal, Mailchimp, and Zen Desk. This team orchestrates the flow of information through the Community Engagement, Program Design and Evaluation, and Volunteer Events departments, as well as the Volunteer Relations team, to provide single-point-of-contact support to our Team Leaders, as well as expedient and thoughtful customer service for inquiries received at our main email@example.com inbox.