position title

fws Australian-Based Volunteer Retention Officer

team

fws HR & Volunteer team

position purpose

The fws Australian-Based Volunteer Retention Officer is responsible for the retention, progress and recognition of all volunteers working for fws in Australia.   

responsibilities

• Make contact with all volunteers on a monthly basis by email or telephone to ‘check in’, using the Australian-based Volunteer Register (currently on Google Docs).
• Update the contact details on the Australian-based Volunteer Register (currently on Google Docs).
• Identify opportunities for continual improvement of communication between fws management teams & volunteers.
• Actively seek ways to grow the volunteer base, refer-a-friend initiatives.
• Identify key factors leading to volunteer dissatisfaction.
• Identify factors that increase volunteer satisfaction.
• Encourage and motivate volunteer engagement & involvement.
• Gain awareness of ‘tell-tale’ signs that can identify volunteer tiredness or disheartening.
• Identify opportunities to provide recognition for ‘above and beyond’ efforts.
• Escalate volunteer concerns to Aus-based Volunteers Manager, and provide timely feedback of resolution/outcome to volunteer concerned.
  

key performance indicators

• Ensure all volunteers receive excellent, friendly service and assistance from fws from initial contact through to final contact.
• Ensure all volunteers feel supported and valued throughout their time with fws.
• Actively seek to grow the volunteer base by creating referral networks amongst happy volunteers.
• Continually identify ways and systems to improve volunteer recruitment, retention and recognition process.
• As part of the robust HR filing system, maintain a detailed Retention Contact Log (to be held on Google Docs).
• Produce a monthly summary report from Retention Contact Logs identifying retention call outcomes, areas of concern, escalations and their outcomes, what we’re doing right in terms of volunteer support and recognition, brag about your retention wins.
  

liaise with

• fws HR Manager
• fws Australian-Based Volunteer Manager 
• fws OS-Based Volunteer Manager and Coordinator
• fws management committee
• fws volunteers
  

report to

• fws Australian-Based Volunteer Manager

time

5 hours per week

term

12 months minimum – lots more months hopefully

location

From home

skills & requirements

• Effective communicator
• Good interpersonal skills
• Warm, understanding, nurturing personality
• Strong organisational skills
• Desire to be make a difference whilst contributing to a fun but dedicated group of volunteers
  

think you've got what it takes?

Email Paul.Broad@foodwatershelter.org.au.