- Develop and lead volunteer satisfaction work to gauge overall volunteer experience and work collaboratively with staff to implement improvements, with the overall goal of improving volunteer satisfaction and retention- Cultivate community among volunteers to build a greater sense of connection amongst volunteers, as well as between volunteers and the organization- Develop process for conducting quality assurance checks across all aspects of the volunteer experience, to ensure a positive, consistent experience for all volunteers- Implement program improvement based on volunteer feedback

- Conduct intakes for incoming volunteers to determine basic eligibility and best program fit- Facilitate regular orientations 2-4 times per month for groups of 2-20 volunteer applicants, both virtually and in-person- Encourage volunteer participation in enrollment process through scheduling appointments and sending confirmation and reminder information, as-needed- Balance and prioritize a wide variety of tasks, while providing excellent customer service to clients- Navigate difficult conversations to reach solutions with clients to ensure professionalism and compliance with program policy, while providing helpful and empathetic support- Collaborate with other team members to problem-solve and ensure clear communication and a smooth transition for volunteers and families through enrollment and matching process- Document communication with clients and volunteers timely and accurately- Manage a team of one employee in supporting a caseload of approx. 40 mentor/mentee matches, completing intake interviews, promoting professional growth and development, and navigating a significant job role transition- Develop and regularly update training and intake materials to reflect client needs and program changes- Communicate monthly with a waitlist of approx. 140 volunteers to encourage program engagement- Onboard staff to program roles, including volunteer intake and mentor/mentee match presentation- Complete monthly quality audits of match support staff contact notes and share feedback with staff to promote growth and development- Conduct regular spot-checks of volunteer intake process, to ensure professional and timely customer service- Assign tasks to other staff members, while considering availability and caseload size- Track and report commonly seen issues to team members in order to collaborate on possible solutions- Evaluate and apply client feedback to improve enrollment processes

- Facilitate weekly parenting classes for for groups of 2-6 adult and teen parents- Recruit clients through various measures for parenting program, including by planning events- Planned Women's Wellness Fair for Cayce Homes community, which was attended by 32 community members and 17 local vendors- Performed client intake assessments and interviews- Provided structured childcare and child supervision during parenting classes- Administered supplemental services, such as items and courtesy calls, to promote the graduation of approximately 60 clients from our parenting program- Evaluated and entered client data to support and implement program improvement

- Assisted victims of crime through the legal process by providing information, referrals, and emotional support by accompanying to meetings and court proceedings- Created educational packets for victims of domestic violence, stalking, and sexual assault, including information about local resources, what to expect during the court process, and how to create an escape plan

Enforced campus rules and regulations while creating a welcoming environment, under minimal supervision, for a residence hall of approximately 400 students and their guests