Identifying Information

Job Title: Lead, Volunteer Services

Program Area: Volunteer Services

Job Level:Program Lead

Reports to:Manager, Support Services

Organization Summary

CMHA-Edmonton is a non-profit organization that envisions mentally healthy people in caring communities. We increase awareness and understanding of mental health, mental illness, recovery, and suicide prevention through education. We support the resilience and recovery of people in distress including those affected by mental illness or suicide by providing crisis intervention; safe, long-term and affordable housing; peer connections; suicide grief and family support; advocacy and wayfinding; and providing opportunities to improve your wellness.

Job Summary

Reporting to the Manager, Support Services, the Lead, Volunteer Services is responsible for coordinating and supporting the day-to-day operations of the volunteer program. This position plays a vital role in supporting and strengthening the impact of volunteers within the Canadian Mental Health Association-Edmonton Region. The Lead, Volunteer Services will provide leadership and guidance to staff supporting the operations of volunteer services and CMHA-ERs team of volunteers to ensure alignment with organizational goals. The Lead, Volunteer Services will support with recruitment, training, scheduling, and recognition of volunteers. This position leads and supports a diverse team of volunteers across CMHA-ER programs focusing on advocacy, crisis intervention, practicum students, suicide grief support, education, awareness, administration, and fund development. This role will become familiar with the requirements of external volunteer partners including, but not limited to different universities/colleges, and act as a support for all student supervisors to place students in the appropriate areas of study and interest.

The Lead, Volunteer Services will oversee the organization of gaming events (bingos and casinos) by ensuring the recruitment of volunteers and supporting the gaming event coordinator in training and supervising the volunteers for these events. This role will be responsible for the completion of the required paperwork and secure necessary licensing. The Lead, Volunteer Services will be responsible for ensuring the maintenance of all volunteer files, compiling program statistics, preparing monthly program reports, and meeting the requirements of the agency communications plan.

The Lead, Volunteer Services acts as a point of contact for current and prospective volunteers with CMHA-ER, and brings strong leadership, empathy, and organizational skills to ensure a positive and impactful volunteer experience that is aligned with the CMHA-ERs mission to support good mental health and wellbeing.

Core Competencies

• Leadership and Management:Ability to delegate tasks effectively to staff and volunteer teams while fostering accountability. Proficient in conflict resolution and team building. Ability to supervise, mentor, and motivate staff and volunteer teams.
• Volunteer Recruitment and Retention:Proficiency in volunteer selection, onboarding, and supporting the development of volunteers for various roles. Skilled in maintaining high volunteer satisfaction and retention rates. Demonstrates proficiency in designing and implementing volunteer recruitment strategies to attract diverse volunteers for various volunteer roles.
• Communication and Interpersonal Skills:Skilled in building trust and maintaining strong working relationships with volunteers, colleagues, and community partners. Ability to engage with diverse populations empathetically and without judgment. Strong written and verbal communication skills.
• Data Management and Reporting: Proficient in data management, program evaluation, and outcome reporting. Strong analytical skills to track and interpret program metrics.
• Organizational and Administrative Skills:Proficient in volunteer management systems and necessary software. Skilled in scheduling, record-keeping, and managing day-to-day operations.

Key Responsibilities:

• Support with the shift scheduling and administration tasks of current and future staff and volunteers in the Volunteer Services
• Monitor and communicate progress of Volunteer Services, and provides updates to Manager of Support Services, as needed
• Performs end of service evaluations with volunteers.
• Attend, participate and facilitate team meetings, supervision meetings, and volunteer connection meetings
• Implement quality assurance protocols to evaluate volunteer outcomes and service effectiveness.

• Identify and support quality improvement initiatives through data, observation and feedback received from staff and volunteers.

• Recommends policy and procedure changes and updates improve program functioning.
• Provides operational insight into program statistics that are provided to Manager.
• Prepare reports on team performance, volunteer and related program outcomes, and service utilization for internal and external stakeholders.
• Liaise with community agencies and other stakeholders to support enhancement of Volunteer Services
• Oversee the supervision and performance of staff within Volunteer Services as the program develops to foster and maintain program effectiveness. Tasks include hiring, leading, administering standards and expectations, and management of performance
• Support the creation and implementation of the Service Delivery Plan for Volunteer Services
• Review and triage incoming volunteers and student practicum placement through the selection process to connect individuals to the appropriate volunteer pathway, including and not limited to the Distress Line, SGSS, Ambassadors, funding and administration roles.

Qualifications/Experience

• Post-secondary Certificate in Volunteer Management, or related post-secondary education/course work in a field related to the volunteer sector and an understanding of current trends, resources and information related to volunteerism
• A minimum of 3 years of experience supervising and/or coordinating the work of volunteers or staff
• Attainment of membership with the Volunteer Managers Group of Edmonton
• Certification from, and/or membership in, the Canadian Administrators of Volunteer Resources or the equivalent provincial association is an asset
• Acceptable attainment and maintenance of a Police Information Check with a Vulnerable Sector Check and an Intervention Record Check
• Possession of a Class 5 Drivers License and access to a reliable vehicle with $2M in automobile liability insurance

Skills/Abilities

• Strong interpersonal, verbal and written communication skills
• Embody and demonstrate volunteer support core values of empathy, connection, hope, inclusion, and respect.
• Ability to work independently in a challenging environment, set priorities, meet deadlines and allocate time and resources effectively
• Organizational and problem-solving skills
• Ability to deal effectively with the public and community agencies and maintain good public relations
• Demonstrated understanding of mental health; mental illness and recovery; information and referral services; and crisis intervention
• Skills in program development, evaluation and research
• Ability to work independently, set priorities, be flexible, meet deadlines and allocate time and resources effectively
• Highly developed organizational, time management and problem-solving skills
• Knowledge and skills in special event planning and execution
• Ability to deal effectively with the public and community agencies and maintain good public relations
• Ability to lead, supervise, mentor, coach and guide volunteers to achieve results that are in the best interest of the agency
• Ability to assess problem situations to identify causes, gather and process relevant information, generate possible solutions and make recommendations and/or resolve the problem
• Ability to effectively use platforms such as Microsoft Office, and Better Impact

Required Training for the Position

Within the first 3 months of employment:

• Indigenous Cultural Awareness Training
• Discrimination and Harassment Training
• Diversity and Cross-Cultural Training
• Trauma Informed Care

Within the first 6 months of employment:

• First Aid
• Mental Health First Aid
• ASIST