Manager, Client and Volunteer Experience

at  Barrie Food Bank

MANAGER, CLIENT & VOLUNTEER EXPERIENCE

The mission of Barrie Food Bank is to provide food relief at no cost to individuals and families in our community who are in need and support them on their journey towards well-being. At this time, we are looking for a Manager, Client & Volunteer Experience on our dedicated team.
Days/Hours of Work: 37.5 hours a week, Monday to Friday with some evening and weekend events (as lieu time)

Our work environment includes:

• Relaxed atmosphere
• Flexible working hours
• Casual work attire

Barrie Food Bank provides food relief at no cost to individuals and families in our community who are in need and supports them on their journey towards well-being. We support over 7,000 individuals a month who need food support.
Barrie Food Bank is experiencing significant growth in the number of community members seeking food support. To continue to meet the growing demand, the Food Bank is seeking a Manager, Client & Volunteer Experience responsible for externally facing relationships with clients as well as internally facing engagement building with Volunteers. If you are passionate about making a meaningful impact in your community and have a talent for building relationships and caring for others, this role is for you.
The Manager, Client & Volunteer Experience reports to the Executive Director.
Goal of Position:
- To creative a supportive environment for clients to receive food and develop and manage programs to support them on their journey towards well-being.
- To maintain and promote engagement among volunteers through inclusive and supportive practices.
- To expand the reach of Barrie Food Bank to meet food security needs in the community.

KEY QUALIFICATIONS

· Proven experience in client service, social work, or community services (non-profit experience preferred).
· Knowledge of food security issues and community resources is an asset.
· Strong interpersonal and communication skills, with the ability to build trust and rapport with diverse populations.
· Expertise in conflict resolution and de-escalation techniques.
· Demonstrated commitment to equity, diversity, and inclusion.
· Ability to handle sensitive and confidential information with discretion.
· Exceptional organizational and problem-solving skills.
· Strong leadership skills to inspire, guide, and empower teams.
· Motivate diverse groups of volunteers with varying skill levels and backgrounds
· Delegate tasks appropriately, matching volunteers’ skills with project needs
· Build a positive team culture that fosters collaboration and mutual support
· Ability to adapt quickly to unexpected changes or challenges
· Excellent oral and written communication skills in English
· Must be extremely well‑organized, able to prioritize tasks and meet deadlines, and work independently, and as part of a team
· Well developed relationship building and inter‑personal skills
· Familiarity and effectiveness with MS Office, email software (Constant Contact), and digital applications including website (WordPress, Shopify) and graphic design (Canva)
· Flexibility to work evening and weekend events on occasion (e.g. orientation sessions)
· Ability to travel
Barrie Food Bank is committed to the health and wellbeing of our employees. We offer a competitive salary, and an excellent benefits plan, and free parking.
Salary Range $60,000 - $67,500

Develop and maintain a client-centered approach to food bank services, ensuring all interactions are guided by respect, empathy, and compassion. Regularly assess client feedback to identify opportunities for improving services and programs.
Create and uphold standards for exceptional customer service that promote dignity and inclusivity. Monitor client interactions to maintain a positive experience and address service gaps proactively.
Respond effectively to client concerns, complaints, or conflicts, using de-escalation techniques and problem-solving strategies to resolve issues in a fair and empathetic manner.
System Administrator for our client database (Link2Feed). Manages all appointment schedule changes within the CNCT, services closures and monthly statistic reporting.
Act as the steward of client privacy, ensuring the confidentiality of client information in all communications and data management.
Manage all aspects of the volunteer recruitment process including processing new volunteer applications, orientation, matching volunteers to appropriate teams and facilitating and tracking onboarding, recognition, appreciation, and communications. Works with appropriate staff to ensure volunteers are given proper training to be safe and successful in their roles. Ensures volunteer assignments provide meaningful, satisfying work in a community reflective of the core values of the organization.
Consciously promote a culture of respect, recognition, and appreciation among volunteers. Foster collaboration to build a stronger, engaged volunteer community. Welcome volunteers from diverse backgrounds. Ensure equal opportunities for all volunteers.
Manage volunteer shift scheduling within our Volunteer Management System (ShiftNotes, Better Impact) to ensure adequate volunteer coverage for all shifts.
Manage our School Fuel program by co-ordinating the ordering, payment, purchasing and distribution of healthy food to more than 26 local Barrie students as part of their student nutrition program. Liaison with school administrators, Student Nutrition Counsel, Eat Well to Excel and local schools. Maintain the School Fuel website (Shopify)
Design and manage programs and initiatives that enhance client support programs – including Hamper Delivery Program, CMHA Make and Take Referral Program, Little Pantry Program, and builds community partnerships, resources, workshops and education sessions to support client well-being.
Recruits and provides oversight of co-op student(s) and summer students.
Conducts client and volunteer feedback surveys at least annually.
Updates website content for Food Support Services, School Fuel and Get Involved.
Client and volunteer privacy steward
Back-up for Front Desk Administrator and Intake Lead and ED as requested
Other duties as assigned