Manager, Volunteer Engagement - ASPCA

Summary:

Are you a friendly, positive people-person with a sincere commitment to diversity, equity and inclusion? Do you thrive in a positive, mission-oriented environment?  Are you passionate about animal welfare and the goodness of people and do you possess a strong interest in finding opportunities for people to help dogs and cats in tangible and impactful ways?  If so, you should consider the role of Manager, Volunteer Engagement at the ASPCA’s Adoption Center in New York City.

The Manager, Volunteer Engagement (the Manager) facilitates deep engagement in the mission of the ASPCA through the recruitment, management, training, support, direct oversight and celebration of hundreds of dedicated volunteers.

The ASPCA Adoption Center is dedicated to helping animals by engaging community members directly in the work of caring for animals. You will be a key player in engaging the public as ambassadors for the ASPCA’s mission – through volunteerism, fostering and adoption. You’ll be a member of a high-performing staff and volunteer team providing care for +/- 3,000 vulnerable pets per year and will work collaboratively and effectively with internal and external stakeholders to further the ASPCA’s ultimate desired outcome that all animals live good lives.

The Adoption Center currently provides shelter and adoption for five groups of animals:

• Animal victims of cruelty and neglect brought to us by the NYPD
• Animals brought to us through our Community Engagement team
• Underage kittens and other medically compromised stray animals  
• Animals surrendered by their owners and
• Animals transferred in from shelter/rescue partners

Using best practices, innovative programming and measurable outcomes, the Manager will design and lead the engagement, training, development and retention of volunteers directly in many aspects of ASPCA work across NYC-based programs, with a special focus on critical shelter support activities. The Manager will proactively leverage volunteers to help maximize the efficiency and impact of Adoption Center and interdepartmental operations.

To succeed in this role, the Manager will possess exceptional interpersonal skills, excellent project management and organizational skills, a strong desire to innovate and a demonstrated ability to successfully collaborate with, mentor and coach others. The Manager will be committed to managing all aspects of volunteer engagement in both a 1:1 and group capacity and will also provide coaching and strong partnership to interdepartmental staff who rely on volunteer support within their focus areas. The Manager will champion canine and feline populations equally and enthusiastically to volunteers and be fluent in all aspects of animal well-being. Success also hinges on the Manager’s ability to collaborate robustly and consistently with subject matter experts across the ASPCA’s NYC-based programs which include the Adoption Center (AC), Animal Recovery Center (ARC), the Canine Annex for Recovery & Enrichment (CARE), the Kitten Nursery (KN), Community Engagement (CE) and Community Medicine (CM). The Manager will build volunteer access across programs and departments, cultivating volunteer opportunities, resources and support mechanisms to ensure that volunteers are fully engaged in the Volunteer Program and set up for success.

The schedule for this role is 5 days/40 hours weekly, including one weekend day. There may be some limited flexibility with shift times, based on availability and business needs. Shifts are subject to change at the sole discretion of the ASPCA.

Responsibilities:

Responsibilities will include, but are not limited to:

Volunteer Program Management (50%)

• In partnership with the Senior Manager and Coordinator, Volunteer Engagement, foster a volunteer culture and environment that supports comprehensive, safe and efficient care of animals in ASPCA facilities, and opportunities to engage meaningfully in the support of shelter and other ASPCA operations.
• In partnership with the Senior Manager, establish, pursue and track the success of program goals, tactics and key results.
• Develop and implement effective and innovative strategies to recruit, train, develop and retain volunteers.
• Identify needs and support the design and implementation of volunteer roles in key operational areas.
• Collaborate with Medical, Behavior and Welfare teams to ensure the consistent use of sheltering best practices in volunteer programming.
• Support the continuous evolution and streamlining of volunteer onboarding and training processes.
• Prioritize shift fulfillment in key areas by appropriately trained volunteers; proactively identify and take steps to mitigate gaps in volunteer coverage.  
• Manage and maintain accurate volunteer and shelter database information.
• Manage program data collection and analysis.
• Execute and manage day-to-day volunteer program administrative tasks
• Scan for and establish processes to create efficiencies in volunteer support activities.
• Seek and facilitate ongoing opportunities to provide formal and informal volunteer recognition, acknowledging and celebrating the contributions of volunteers.
• Continuously seek out, learn and implement best practices in the field related to volunteers.
• With Adoptions Management Team, nurture a culture of learning and collaboration at the Adoption Center, including ensuring a respectful and welcoming environment, active participation in goal setting and monitoring, clear expectations, and regular practice of feedback and after-actions.
• Provide a safe and compassionate environment for animals in our care, our staff, and for our clients by using low-stress handling techniques.
• Oversee Coordinator in programmatic activities and projects, as directed by Sr. Manager
• Lead or support special projects as assigned

Volunteer Training and Support (50%)

• With the Sr. Manager and Coordinator, Volunteer Engagement, facilitate new volunteer orientations and manage relevant onboarding processes.
• Prioritize, uphold and model processes that ensure volunteers receive appropriate training, supervision, and ongoing coaching from Volunteer Program and interdepartmental staff teams.
• Train and support colleagues in working effectively with volunteers in their focus areas; prioritize open lines of communication with and solicit objective feedback from colleagues on volunteer roles, support needs and performance.
• Equally prioritize the solicitation of volunteer feedback on their roles and experience.
• Cultivate positive, trusting and productive relationships between staff and volunteers to support animal care and outcomes.
• Engage volunteers in regular communication; provide routine and emergent operational and programmatic updates, extend learning opportunities, and maintain consistency in sharing constructive/developmental coaching and feedback. In addition, facilitate monthly Volunteer Newsletters.
• Oversee volunteer performance, providing ongoing developmental coaching, discipline and supporting termination processes when necessary.
• Provide volunteers with direct, transparent communication about the purpose of their volunteer roles and help volunteers to understand that humane euthanasia may ultimately be the appropriate outcome for some animals.
• Be a consistent and visible presence and coach for volunteers; be available to answer questions, give and receive feedback, lend a hand, and ensure deep understanding of and compliance with Adoption Center philosophy, policies and operations.
• See that volunteers are informed and engaged advocates for animals and the ASPCA mission.

Exemplifies the ASPCA’s Core Values:

• Has Commitment and dedication to improving the lives of animals
• Demonstrates Ownership and feels responsible for outcomes
• Believes in Team – that we are stronger together
• Seeks to Elevate others and reimagine what is possible
• Focuses on Impact, specifically making change for animals

Qualifications:

• Passion for volunteer management and engagement; proven history of building and maintaining positive and productive relationships with internal and external stakeholders
• Exceptional customer service and interpersonal skills
• Excellent program management skills and attention to detail
• Excellent project management and time management skills; ability to prioritize multiple projects and respond to requests in a timely manner
• Able to work efficiently and demonstrate flexibility in a dynamic operations-based environment.
• Able to quickly adjust focus and shift priorities based on ASPCA Adoption Center, interdepartmental and volunteer needs.
• Able to maintain an open mind regarding changes and be willing to learn, develop, implement, and teach new protocols.
• Excellent decision-making ability, able to act with urgency as emergent situations arise and demonstrate sound judgement; solution-focused problem-solver.
• Experience with conflict resolution
• Excellent written and verbal communication skills; strong public speaking skills
• Strong computer skills, including Microsoft Office; familiarity with PetPoint or other shelter or veterinary software systems a plus.
• Facility with, or ability to learn and use additional software programs, such as Digital Cheetah, Civicore, MailChimp and Airtable.
• Demonstrates care and concern for the safety and well-being of self, animals and others, especially during stressful situations
• Must be able to bend, stand and lift frequently and engage in repetitive motions throughout a shift.
• Knowledge of basic animal care; some animal handling experience preferred.
• Must be comfortable working with, and handling cats and dogs.
• Fear Free Shelter certification is required within 60 days of hire.
• Flexible to work across NYC-based ASPCA locations as required.

Education:

Undergraduate degree preferred or equivalent work experience

Qualifications:

See above for qualifications details.

  

Language:

English (Required)

Education and Work Experience:

High School Diploma (Required)

  

1+ years’ experience in client relations, 1+ years’ experience in program management (strongly preferred), Experience in animal welfare (preferred), Experience in volunteer management (strongly preferred)

Our EEO Policy:

The ASPCA is an Equal Employment Opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws.  A reasonable accommodation is a change in the ASPCA’s standard application process, which will ensure an equal employment opportunity without imposing undue hardship on the ASPCA.  Please inform the ASPCA’s People Team if you need an accommodation in order to complete any forms or to otherwise participate in the application process.

Individuals seeking employment are considered without regards to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status,  or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

ASPCA is an Equal Opportunity Employer (M/F/D/V).

About Us:
The ASPCA was founded in 1866 on the belief that animals are entitled to kind and respectful treatment by humans and must be protected under the law. As a 501(c)(3) not-for-profit corporation with more than two million supporters nationwide, the ASPCA is committed to preventing cruelty to dogs, cats, equines, and farm animals throughout the United States.

The ASPCA is headquartered in New York City, where we maintain a full-service animal hospital, spay/neuter clinic, mobile spay/neuter and primary pet care clinics, a rehabilitation center for canine victims of cruelty, kitten nursery, adoption center, and two community veterinary centers.

The ASPCA also operates programs and services that extend nationwide. We assist animals in need through on-the-ground disaster and cruelty interventions, behavioral rehabilitation, animal placement, legal and legislative advocacy, and the advancement of the sheltering and veterinary community through research, training, and resources.

At the ASPCA, we are committed to fostering a collaborative and compassionate culture and we welcome all voices to contribute to our lifesaving mission. Our staff represent a vast array of backgrounds and diversity dimensions, bringing with them valuable experiences and perspectives. They join the ASPCA to learn, grow, and continually do their best work on behalf of animals. We are inspired by our staff, partners, and the communities we support across the country who work to improve animal lives. We are committed to diversity, equity, and inclusion at the ASPCA because it elevates our organizational culture, aligns with our Core Values, and enables us to move further and faster toward the ASPCA’s vision – that all animals live good lives; valued by society, protected by its laws, and free from cruelty, pain and suffering.

Applicants that are residents of Colorado: Per CO Senate Bill 23-058, we cannot generally request or require any age-related information (i.e., age, DOB, attendance or graduation dates from an educational institution) on an initial employment application; this includes any age-related inquiries in the initial interview. We are permitted to require/request additional application materials; if those materials contain any age-related information, an applicant may redact the information before submitting an initial employment application.