Volunteer Coordinator - Band 4

at  North Bristol NHS Trust

NBT has established a valued, skilled and passionate team of volunteers across the Trust. Volunteer Services has patients at the heart of everything we do, and our vision is:
To improve the patient experience and support staff members, by creating a sustainable, high quality, safe Volunteer Service, which effectively utilises the skills of our diverse community.
This role is an exciting opportunity to provide “hands on” and administrative support for the operation of our volunteer service. You will be led by the Operational Support Manager- Volunteer Services to coordinate all our volunteers through their full volunteer journey with us.
You will play a vital role in encouraging, supporting, and engaging with our volunteers to ensure that we are leading a safe and inclusive service which provides outstanding patient experience.
You will have a passion to engage in a culture of inclusivity and learning, and you will be able to adapt your communication style to accommodate a variety of volunteer needs. Your working approach will be versatile, using your soft skills to speak with volunteers confidently, and your administrative skills to ensure the recruitment process and data logs are accurate.
We are excited to welcome someone with the passion, energy, and enthusiasm to embrace this opportunity to make a real impact for our patients through our volunteer service.

To support the day-to-day operational running of the Volunteer Service at North Bristol NHS Trust positively and effectively.

• To implement the coordination, placement, retention, and supervision of volunteers, with guidance from the Operational Support Manager-Volunteer Services. Offering key coordination to all volunteer teams.
• To play a lead role in the volunteer recruitment process by conducting volunteer interviews and implementing a fair recruitment process. Executing the volunteer on-boarding journey through NHS recruitment system Trac. Strictly in accordance with Trust policies and procedures ensuring we are upholding our duty of care to our patients by delivering a safe volunteer service.
• To be the first point of contact for volunteer enquiries, in person, through the volunteer inbox and via telephone. Offering vital support to volunteers, to improve their volunteer journey and experience through resolving enquiries or concerns and offering encouragement.
• To lead the day-to-day implementation of maintaining accurate records of all volunteering activity, recruitment, and training, playing a vital role in delivering a safe and accountable service
• To work effectively with your team and Trust colleagues to create a unified service.

We are a small team that strive to make a big impact to improve the patient experience!
We expect our team members to have an ethos of learning and inclusion. We work closely as a team and speak to each other with respect and professionalism, offering encouragement and support to each other.

We expect all our colleagues to abide by the NBT CARES values. Cares stands for Caring, Ambitious, Respectful and Supportive:

• Caring – because it underpins everything we do for our patients and the way we care for one another
• Ambitious – because it signals that we always want to improve what we do on behalf of our patients and one another
• Respectful – because every individual has an important role to play
• Supportive – because we’re a team and deliver together

North Bristol NHS Trust promotes health and well-being initiatives, devised by our dedicated staff wellbeing team, that encompasses lifestyle support, physical support and psychological support.
North Bristol NHS Trust values all staff feedback and actively promotes the annual staff survey, leading to response rates above the national average and the majority of our staff would recommend our organisation as a good place to work.

North Bristol NHS Trust values all people as individuals. We aim to be an anti-discriminatory organisation and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all underrepresented groups.

• To implement the coordination, placement, retention, and supervision of volunteers, including working with rotas and sign in sheets, with guidance from the Operational Support Manager- Volunteer Services. Offering key coordination to all volunteer teams.
• To engage and support volunteers before, during and after their volunteering placements, ensuring that their experience is positive and beneficial to patients, visitors, and the individual.
• To provide a “hands on” approach to getting to know the volunteer team, and provide encouragement, support, and recognition regularly.
• To be the first point of contact for volunteer enquiries, in person, through the volunteer inbox and via telephone. To be confident in responding to challenging or emotive conversations and escalating appropriate concerns when necessary.
• To conduct volunteer interviews, implementing a fair recruitment process. Executing the volunteer on-boarding journey through NHS recruitment system Trac. Escalating any system issues and taking the lead in resolving them to allow for a smooth recruitment process.
• To guide the administration of the recruitment process to ensure the correct documentation and DBS checks are actioned, in accordance with relevant Trust policies and procedures. Ensuring volunteers are safely engaging with patients.
• To oversee the day to day maintaining of accurate volunteer records. Ensuring all information entered is current, accurate and reflects all volunteer activity.
• To ensure that individual volunteers are adequately supported with the information they need and that all training is up to date. Using your initiative to support volunteers that have additional access or learning needs.
• Working with the Operational Support Manager- Volunteer Services, maintain the excellent working relationships with all levels of ward and departmental staff, being one of the first points of contact for staff and volunteers, ensuring any issues can be resolved quickly.
• To support the arrangement and facilitation of induction and training for volunteers, including mandatory training and any identified additional training to ensure volunteer needs are met. Follow systems and processes in place to ensure all volunteer training and support is recorded correctly.
• To carry out regular reviews and supervision with volunteers to ensure they are happy in their role and to identify and implement any additional needs they may have.
• Authorise out of pocket expenses and meal voucher for volunteers (travel/subsistence), escalating any concerns to the Operational Support Manager- Volunteer Services.
• To offer administrative support to the Move Maker Manager to have oversight of the organisation of the Atrium buggy, water cooler, and wheelchair care/maintenance.
• To lead on day-to-day support to the Patient Experience Apprentice to enhance their skills to be able to support administrative and volunteer welcome functions.
• To take the lead and initiative on project work that will benefit the patient experience, such as the clothing cupboard, or accompanying therapy dog visits.
• To feedback to the Operational Support Manager- Volunteer Services regarding any patient experience issues reported by the volunteer teams. Proposing changes that are fit for purpose.
• To support the Operational Support Manager- Volunteer Services in contributing ideas and feedback to developing service protocols and standard operating procedures as required.
• To confidently promote the work of the Volunteer Services Team and opportunities for volunteering internally, and at events and conferences across the city.
• To lead the administrative arrangements for organising large scale volunteer recognition events, communicating clearly with the Volunteer Services Team.
• Deal with sensitive and confidential matters in a professional manner and in line with the departments and the Trust’s data protection and confidentiality guidelines and policies.
• Carry out any other duties as directed that are appropriate to the grade as designated by the Operational Support Manager- Volunteer Services.

Working Conditions
Ability to respond to frequent interruptions in work patterns in response to service needs and the need of the volunteers.
Work effectively under pressure, and within a small team, whilst being able to deliver to deadlines.
From time to time the post holder may be approached to engage in a sensitive, challenging or contentious conversation. Whilst the expectation will be to escalate any serious concerns to the Operational Service Manager- Volunteer Services, this role will be the first point of contact for many volunteers and staff.
Personal Specification

Education/Training/Qualification

• GCSE English Language and Mathematics (Grades A-C) or equivalent
• Evidence of IT short course/demonstrable experience in Microsoft Office packages
• Knowledge of relevant guidelines, legislation and policies relating to volunteering

Essential Work Experience

• Experience of supervising and supporting volunteers or staff from a diverse range of backgrounds.
• Experience and understanding of the volunteer recruitment process and the retention of volunteers in an organisation.
• Experience of organising staff or volunteer rotas to cover a service, being able to balance the needs of volunteers and the service.
• Experience of delivering training.
• Experience of working with internal and external stakeholders from diverse backgrounds.

Knowledge/skills/Abilities

• Working knowledge of good practice in volunteer management
• Knowledge of volunteering and its mutual benefits to those that volunteer and the organisation.
• Ability to lead the day-to-day tasks of a robust recruitment process and ensure a high compliance rate in the quality of volunteer files.
• Ability to support the delivery of induction programmes, to ensure the volunteers are fully equipped to carry out their role.
• A strong ability to use IT systems, MS Office, and databases and learn new IT systems quickly.
• An ability to communicate effectively with staff and volunteers, maintaining a superb relationship with all partners.
• Ability to collate, input and clearly visually present impact data.
• Ability to work effectively within the team, being flexible, tactful, diplomatic, and supportive in approach.
• Ability to respond to frequent interruptions in work patterns in response to service needs and the need of the volunteers.
• Ability to communicate effectively with relevant internal and external stakeholders.
• Ability to work independently in own role, showing initiative but understanding where to seek appropriate guidance.
• Able to demonstrate knowledge and commitment to equal opportunities and diversity.
• Demonstrate an understanding and importance of confidentiality.

Personal Qualities

• Very good verbal communication skills, articulate, helpful and confident in dealing with people both face to face and over the telephone, with a professional, courteous, and positive approach.
• Inclusive approach to those who find barriers to volunteering.
• Have a strong affinity with the values of the Trust exhibition them in their day-to-day work.
• To be able to maintain good working relationships with own team and wider hospital staff groups/departments.
• Excellent task and time management skills to respond to demands, and complete tasks to a deadline.
• Self-aware, self-motivated, and proactive.
• Have an ability to be flexible, tactful, diplomatic, and supportive in approach.

Please refer the Job description for details