The Manager of Volunteer Resources provides strategic direction to the departments across Stanford Health Care with an emphasis on innovative structures and services. Supervises and manages department personnel; plans, implements, and manages the Human Resource functions for the volunteers (includes recruitment, screening, orientation, placement, recognition, and volunteer relations). Coordinates activities and functions for various volunteer groups serving the organization. Ensures volunteers meet regulatory and compliance requirements. Develops new programs and manages specific volunteer programs, such as PAWS, the Patient and Family Partner Program, and Stanford Youth Medical Science and Summer High School Programs. Provides liaison with LPCH and Stanford University volunteer programs and acts to ensure consistency as appropriate.
Essential Job Functions
Employees must perform all duties and responsibilities in accordance with the C-I-CARE standards of the organization. C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-centered interactions.
· Executes world class practices of service and patient care in support of C-I-CARE standards.
· Uses C-I-CARE templates and the following components for all communication with patients and staff:
CONNECT with people by calling them their proper name, or the name they prefer (Mr., Ms., Dr.)
INTRODUCE yourself and your role
COMMUNICATE what you are going to do, how long it will take, and how it will impact the patient
ASK permission before entering a room, examining a patient or undertaking an activity
RESPOND to patient's questions or requests promptly; anticipate patient needs
EXIT courteously with an explanation of what will come next.
Must perform all duties and responsibilities in accordance with the Service Standards of Stanford Health Care.
· Carries out the mission and goals of the Patient Experience Department as they relate to Volunteer Resources.
· Oversees the recruitment, onboarding, and placement of approximately 1,000 volunteers.
· Develops and implements volunteer recognition and development programs for volunteers.
· Partners with various stakeholders across the organization to identify volunteer opportunities and assign volunteer resources appropriately.
· Educates Stanford Health Care staff on the role of the volunteer as part of the working team.
· Encourages volunteer supervisors to provide continuous recognition and feedback to their volunteer staff.
· Ensures a referral reporting and record keeping system is in place for volunteer activity, such as volunteer personnel records, time and service records, and narrative statistical reports on program activity.
· Establishes and monitors key metrics to demonstrate program value and areas for improvement. Reports required data to leadership for insurance and compliance needs.
· Develops, implements, monitors and evaluates the overall Volunteer Resources program, in addition to specialized programs such as PAWS, the Patient and Family Partner Program (Patient and Family Advisory Councils, the Peer 2 Peer Program, the Speaker's Bureau, and Patient/Family Curriculum), the Stanford Youth Medical Science and Summer High School Programs, and the Random Acts of Flowers program.
· Facilitates volunteer communication forums, and evaluates the volunteer experience satisfaction of volunteers and volunteer supervisors.
· Acquires and adapts patient experience best practices from external professional organizations and experts, and contributes best practices through white papers, conference presentations, and other networks.
· Produces and distributes internal and external marketing and communication for the promotion of the Volunteer Resources program. and the prepares the annual volunteer program report.
· Facilitates orientation, in-service, on-the-job training, and continuing education programming to meet identified professional development needs of Volunteer Resources staff.
· Holds regular team meetings for communication, problem solving, and decision making, and ensures Volunteer Resources staff are engaged in broader Service Excellence Team activities.
· Facilitate the completion of annual performance appraisals for all department staff in a timely manner.
· Participates as necessary in counseling, coaching, commendation, disciplinary actions, promotions, demotions and terminations of Volunteer Resources staff.
Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.
Education: Bachelor's degree from an accredited college or university, Master's degree
Experience: 5 years of program management experience
Knowledge, Skills, and Abilities
Ability to act as both a thought leader and operational expert around volunteer management and patient and family experience.
Ability to communicate effectively at all organizational levels and in situations requiring instructing, persuading, negotiating, conflict resolution, consulting and advising, as well as flawless written communication.
Ability to establish and maintain effective relationships with widely diverse groups, including individuals at all levels both within and outside the organization and gain their cooperation.
Knowledge and experience in general human resource management.
Knowledge of general healthcare operations and business acumen.
Knowledge and experience in basic quality improvement concepts and practices.
Ability to manage multiple changing priorities and work effectively in a team or independent setting.
Ability to plan, organize, prioritize, work independently and meet deadlines.
Knowledge of Microsoft Word, Excel, PowerPoint, Visio, Access, Project, Outlook, Volgistics, C-I-CARE Application
Ability to advocate for diverse viewpoints.
Ability to be a strong change agent.