Volunteer Engagement Manager

Position

Volunteer Engagement Manager

Team
Volunteer Engagement Team  

Employment Type /Hours
Part Time, Permanent, 34.2 hours per week (0.9 FTE)

Location
Based in Moorabbin (Bunurong Land) with work across other sites (across Bayside, Kingston, Frankston and Mornington Peninsula LGA's).  From time to time the incumbent may be requested to work from, or be based at, other Family Life sites.

Reports To

Director Strategy, Innovation & Engagement

Effective Date
January 2026

Overview of Program  

Family Life was founded by volunteers and they continue to play a key role in making a positive difference and supporting our community. Family Life currently has over 300 active volunteers working, predominantly in our social enterprises (Op Shops and Distribution Centre), but also in our services and community outreach. Besides supporting our operations, volunteers play a key role in promoting social connection and a sense of community.

Position Objective

he Volunteer Engagement Manager provides leadership and support to the Volunteer Engagement team.  This role will drive the development and implementation of a volunteer strategy that enhances the volunteer experience through effective recruitment, induction and engagement frameworks. The key objective of the position is to grow Family Life's volunteer program, streamline processes through effective CRM management, and drive positive volunteer engagement with a view to improving our customer and community service focus and community profile. The Volunteer Engagement Manager role plays a key role in achieving local outcomes within the framework of the organisation's volunteer strategy.

Key Responsibilities  

The key responsibilities include but are not limited to:

• Leadership of culture and line management of the Volunteer Engagement team, including (but not limited to) managing team-based and individual performance and development planning.
• Leading the implementation and continuous improvement of a whole of organisation approach to volunteering.
• Developing and implementing initiatives that will grow community engagement and involvement in Family Life services and programs including through volunteering, mentoring and corporate volunteering opportunities.
• Driving a program of volunteer engagement initiatives including events, training, recognition initiatives, etc.
• Working with teams across the organisation to identify opportunities for volunteering and grow volunteer participation in all areas of the organisation, particularly in our identified service priority areas.
• Leading volunteer recruitment, selection and induction frameworks to improve volunteer purpose and alignment to the Family Life Way, and retention of our volunteer cohort.
• Effectively optimising the volunteer management components of Salesforce to enhance processes and improve the volunteer experience.
• Establishing positive, productive and trusting relationships with internal and external stakeholders to increase volunteer engagement.
• Proactively addressing and managing volunteer concerns and issues.
• Ensuring volunteers deliver services effectively, aligned to the Family Life Way and Code of Conduct.
• Implementing all policies, procedures and frameworks relating to volunteers to ensure Family Life meets its compliance obligations.
• Representation on the Quality, Improvement and Audit Team (QIAT).
• Providing management and leadership to the volunteer engagement team as well as guidance and support to related teams such as Social Enterprise.
• Other duties as reasonably required in order to meet the team and organisation's objectives.

Key Selection Criteria 

1. Tertiary level qualifications and/or experience in a relevant discipline.
2. Experience in volunteer recruitment, training, evaluation, support and coordination.
3. Extensive experience in community engagement and working with community groups.
4. Demonstrated people management skills and experience leading teams.
5. Previous experience and demonstrated understanding of the diversity and complexities of a volunteer environment.
6. Well-developed ability to lead, motivate and communicate with a diverse range of internal and external groups and individuals.
7. Experience in project management, development and implementation.
8. Experience in CRM management essential, with knowledge of Salesforce preferable.
9. A process-improvement mindset and attention to detail, including ability to prioritise conflicting needs.
10. Excellent written and verbal communication skills, including preparation of spreadsheets, data analysis, report writing, and presentation skills.
11. Demonstrated skills in facilitating training and public speaking.
12. Demonstrated capacity to deal with high volume workloads efficiently and prioritise accordingly.
13. Information technology skills, including proficiency in Microsoft Office Suite, Google Suite and Salesforce (or similar CRM); and experience with Asana, Campaign Monitor, Docusign and Eventbrite is desirable.
14. Demonstrated financial and budget capability.