Position Details
Title: Volunteer Co‑ordinator Award
Classification Level: 4
Date Position Established: 15 January 2015 (Modified Dec 2025)
Job Role Classification: Co‑ordination
Reports to: Chief Executive Officer
Review date: September 2027
Position Context
The Volunteer Coordinator reports directly to the CEO and is part of a team responsible for ensuring that systems, policies and procedures— including recruitment, training, coordination and other supports – are in place for volunteers to enable them to deliver high quality palliative support for clients. The coordinator works within a multidisciplinary team that provides non‑clinical patient support and meets the needs of individuals, their carers and families. The coordinator plays a pivotal role in enabling volunteers to deliver high‑quality palliative support for clients.
Reporting/Working Relationships: Volunteers Manager, Volunteer Services and other stakeholders.
Special Conditions/Licences
* Driver’s Licence
* Working with Vulnerable People Check
* Police Check (certain programs only)
* Influenza vaccination or proof of exemption
* Primary COVID vaccination
Qualifications / Experience
Essential
* Tertiary qualifications or solid experience in relevant areas such as human resource management, health care, psychology, allied health or business management.
* Experience in volunteer coordination or program coordination.
* Workplace‑ready office and IT skills, including MS Office suite and some experience of volunteer management systems or similar CRM systems.
* Demonstrated skills in communication, collaboration and adapting to varying tasks and interpersonal situations.
Desirable
* Experience in provision of palliative care or health care.
* Understanding of the principles of person‑centred palliative care or palliative care volunteering.
* Previous experience working with volunteers.
* First Aid qualifications.
Primary Outcomes and Accountabilities
Service Delivery
* Respond in a timely manner to enquiries about volunteering and referrals for volunteer support.
* Coordinate volunteer placements, including assessment of client needs, matching of volunteers with clients and rostering in appropriate volunteer positions.
* Build and maintain relationships with key services to fulfil requests from clients for volunteer support to ensure positive outcomes.
* Identify flexible solutions for client/carer needs and/or refer clients/carers to appropriate support services when not within the scope of the volunteer program.
* Present education and awareness sessions to community groups and the general community as required.
* Promote a service‑focused culture within the volunteer program and assist the Manager in monitoring service standards and ensuring they are met by the volunteers.
Program Coordination
* Accurately maintain the volunteer management system – ensuring rostering is scheduled and updated, and that volunteer and client notes are inputted, clients/volunteers are added and exited.
* Ensure all volunteer compliance checks and qualifications are valid and up to date.
* Maintain relevant records and prepare statistical reports as guided by the Manager.
* Contribute to publications and newsletters, and draft correspondence using agreed formats and structured guidelines.
* Liaise with internal and external stakeholders to ensure positive outcomes for the volunteer program.
* Represent the organisation at identified interdisciplinary, sector and community meetings or events.
* Adhere to, and ensure volunteers adhere to, policies, procedures, systems and legislative requirements appropriate to their role.
* Maintain high levels of confidentiality and privacy for both clients and volunteers and follow all relevant organisational guidelines and legislation.
Volunteer Support and Coordination
* Contribute, as part of a team, to volunteer recruitment, onboarding, orientation and ongoing training ensuring adequate numbers of trained volunteers are available for quality and consistent service delivery.
* Support the manager with development of training materials and delivering training, as required.
* Promote and coordinate volunteer safety and wellbeing, including conducting checks, visits and training and debriefs, and referrals to EAP where needed.
* Maintain regular communication with volunteers, addressing issues as they arise, scheduling catch‑ups, debriefs, volunteer meetings and phone check‑ins.
* Act as the first point of contact and facilitator of resolutions for volunteer performance issues or volunteer concerns or complaints, escalating as appropriate.
* Act as the first point of contact and facilitator of resolutions for client issues, concerns or complaints, escalating as appropriate.
* Regularly recognise and thank volunteers and support National Volunteer Week events, ensuring appropriate messages, certificates or awards are given to recognise volunteers.
* Ensure volunteer expense reimbursements are approved and actioned in line with policy.
* Proactively manage the leaving and exiting of volunteers, gathering reasons, supporting a positive exit experience and updating systems.
Organisational and Human Resource Responsibilities
* Follow and comply with organisational policy and procedures.
* Complete Payroll and HR systems and forms, as required.
* Participate in program and staff meetings and professional development activities.
* Undertake activities to develop your knowledge and expertise in relevant skill areas.
* Adhere to organisational Work Health and Safety policies and guidelines.
* Model ethical behaviour and consistently act in accordance with the organisational Code of Conduct and Values.
* Be flexible and proactive in your approach to work as duties and responsibilities may reasonably vary, within your level of skills and qualifications, from time to time.
* Aim to maintain “Best Practice” standards of service delivery.
Quality Assurance and Systems Improvement
* Contribute to implementation of systems improvement initiatives across the organisation.
* Evaluate and continuously improve volunteer service provision as well as volunteer support and development.
* Under direction conduct and report on quality audits.
Skills and Knowledge
* Understanding of health care settings and/or knowledge of the ACT Health System.
* Demonstrated skills in communication, collaboration and adapting to varying task and interpersonal situations.
* Adaptability and resilience.
Equal Employment Opportunity
The organisation is an equal opportunity employer and encourages applications from all qualified individuals. You may also highlight your experience with culturally diverse populations as relevant to the role.
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