Volunteer Services Manager

CAP Northwest (formerly Cascade AIDS Project) is seeking a community-minded Volunteer Services Manager!

Our Mission: CAP Northwest advances compassionate, whole-person care for LGBTQ+ people and those impacted by HIV.

The Volunteer Services Manager is a key leadership role responsible for building a robust, community-centered volunteer program from the ground up, providing oversight, structure, and strategic direction for volunteer engagement across the agency. This role will cultivate meaningful relationships between CAP and the communities we serve, creating accessible and rewarding opportunities for people to contribute their time and talents. With a strong focus on volunteer engagement at Our House, Esther’s Pantry, CAP programs, and signature community events, the position will help strengthen connections between community members and CAP’s mission. Through thoughtful stewardship and intentional program design, the Manager will also contribute to long-term strategies aimed at rebuilding trust, deepening community partnership, and strengthening the agency’s presence and impact across the region.

Key Responsibilities

• Design, implement, and manage the entire volunteer services program, including creating policies, handbooks, and standard operating procedures to ensure a well-structured and compliant operation;

• Lead all volunteer recruitment and community outreach efforts to build a diverse and engaged volunteer base, representing the agency at events and fostering community partnerships;

• Oversee the complete volunteer journey from initial applicant screening, interviewing, onboarding, and role assignment to providing ongoing training and development;

• Cultivate a positive and supportive volunteer culture through effective communication, recognition programs, and proactive conflict resolution to ensure volunteers feel valued and remain engaged;

• Maintain accurate volunteer data and records (e.g., hours, compliance, roles), generating reports and analytics to track program impact and inform strategic decisions;

• Partner with internal teams to seamlessly integrate volunteer support across all agency functions, providing key staffing for major fundraising events;

• Serve as the primary point of contact for volunteers and as the strategic liaison for the CAP Ambassador Council, a key group of high-level volunteers;

• High degree of social/emotional intelligence

Essential Functions

Strategic Planning: Designing the program's overall mission, goals, and structure to align with the agency's objectives.

Policy & Procedure Creation: Authoring the official rules, guidelines, and handbooks that govern volunteer conduct, responsibilities, and engagement.

Process Design: Creating the step-by-step workflows for how volunteers are brought into and managed within the organization.

Lifecycle Management: Managing the entire journey of a volunteer from applicant to active team member.

Risk Management: Implementing and executing screening processes (e.g., background checks) to ensure the safety and security of clients and staff.

Role Matching & Placement: Skillfully assessing volunteer skills and interests to place them in roles where they can be most effective and fulfilled.

Performance Management: Creating and implementing systems for providing constructive feedback to volunteers to support their growth.

Retention Strategy: Developing and executing plans and programs aimed at keeping volunteers engaged, motivated, and committed to the agency long-term.

Data Architecture & Management: Building and maintaining the database or system used to track all volunteer activity.

Record Keeping & Compliance: Meticulously tracking volunteer data to ensure all legal, safety, and agency requirements are met and documented.

Data Analysis & Reporting: Transforming raw data into clear, insightful reports that tell the story of the volunteer program's impact.

Program Evaluation: Using data to assess the effectiveness of recruitment, retention, and engagement strategies.

Compliance & Auditing: Regularly reviewing program processes to ensure they adhere to all internal policies and external legal standards (e.g., confidentiality, safety).

Community Building: Cultivating a sense of belonging, purpose, and community among the diverse group of volunteers.

Stakeholder Relations: Acting as the central communication hub and primary relationship manager between volunteers, staff, and external partners.

Recognition & Motivation: Designing and implementing programs that make volunteers feel valued and appreciated for their contributions, including CAP’s annual Party for the People recognition event.

Conflict Resolution & Mediation: Acting as a neutral and fair mediator to resolve interpersonal issues that may arise among volunteers or between volunteers and staff.

Talent Acquisition: Actively sourcing, attracting, and recruiting a strong and diverse pipeline of potential volunteers. Working with CAP’s corporate partners to engage both groups and individuals for key projects and needs.

Community Outreach & Marketing: With support from the Marketing and Communications team, promoting the volunteer program to the public and building relationships with community organizations to drive recruitment.

Committee Facilitation: Providing direction, structure, and support to ensure the Ambassador Council operates effectively.

Curriculum Design & Facilitation: Creating and delivering effective and engaging training content on a variety of topics relevant to the agency and volunteer roles.

Continuous Improvement: Regularly updating all training materials and handbooks to ensure they reflect current policies, best practices, and legal standards.

Strategic Integration: Championing the value of volunteers at the leadership level and ensuring the program is a core component of the agency's overall strategy.

Talent Pipeline Development: Collaborating with P&C to create a pathway for talented volunteers to become candidates for paid positions within the agency.

Event Logistics: Managing recruitment, scheduling, and role assignment of volunteers for major events.

Multi-Site Program Management: Ensuring that the volunteer program is implemented consistently and effectively across different physical locations while adapting to unique site-specific needs.

Measures of Success

Volunteer Program Growth & Vitality

• Consistent growth and/or ability to sustain the number of active volunteers per quarter/year, in response to the organization’s needs;

• Meeting recruitment goals for specific events and ongoing needs;

• An increase in the representation of different identities within the volunteer corps group that reflects the identities present with the communities served.

Volunteer Engagement & Retention

• A high annual volunteer retention rate;

• Growth in the total number of volunteer hours contributed to the agency, indicating strong engagement.

Agency Impact & Integration

• Successful staffing of all major fundraising and community events with skilled volunteers;

• Positive feedback from department heads and staff on the quality and impact of volunteer support;

• Creation of a successful pipeline where a target number of qualified volunteers apply for and are hired into paid staff positions.

Operational Excellence

• Maintaining 100% compliance with all required volunteer background checks, confidentiality agreements, and trainings;

• Timely and accurate data management within the volunteer tracking system (CRM);

• Positive feedback from volunteers on the clarity of the volunteer handbook, orientation process, and ongoing communications.

Qualifications

Minimum 5 years of progressive experience in volunteer management, non-profit program leadership, or related field, including experience building or significantly growing a volunteer program.

Demonstrated strong relationship building skills, interpersonal communication, and ability to engage a diverse community of volunteers and staff.

Experience with conflict resolution/management and maintaining healthy volunteer-staff relationships.

Excellent organizational, project management, and data tracking/reporting skills.

Familiarity with CRM systems or volunteer management systems (Experience using Point is a plus).

Strong facilitation and training skills. Able to develop orientation, trainings, and workshops.

Ability to travel between locations as needed; flexibility in work schedule (some evenings/weekends are required for events and trainings).

Preferred Qualifications

Prior administrative or clerical experience in clinical or community-based settings.

Bi-lingual in Spanish, ASL, and/or other languages.

Experiencing working with the LGBTQ+ community, or other under-served populations.

Job Requirements

This position will travel to and/or work on location between OHOP, Davis St. Headquarters, and Esther’s Pantry.

This is a fully on-site, in person role with occasional opportunity to work from home.

Travel outside of CAP's service area is not a regular part of this role but may be occasionally required within the Portland Metro area to support different events and day-to-day volunteer management.

Physical Requirements

Prolonged Stationary Periods: The role is primarily performed in a seated position at a desk, requiring the ability to work on a computer for extended periods. This involves frequent use of hands and wrists for typing and using a mouse.

Mobility: Requires the ability to stand, walk, and move around the clinic to greet patients, manage the waiting room, and handle documents or supplies.

Communication: Demands clear and constant verbal communication. You must be able to speak, listen, and be understood in person and over the phone, often in an environment with background noise.

Lifting: May involve occasional lifting and carrying items, such as patient files, stacks of paper, or office supplies, typically weighing up to 20 pounds.

Visual Acuity: Requires the visual sharpness to accurately read and enter information from computer screens, patient forms, and identification cards.

Cognitive and Environmental Requirements

Office Environment: Work takes place in multiple settings, predominantly during business hours, with the occasional need to work evenings and parts of weekends. Work is most frequently done in an office setting at our headquarters on Davis St, OHOP, and Esther's.

Multitasking & Prioritization: You must be able to manage multiple tasks simultaneously—like answering phones and responding to inquiries—while constantly prioritizing the most urgent needs in a busy environment.

Attention to Detail: The role demands a high degree of accuracy.

Problem-Solving & Sound Judgment: You'll need to think on your feet, handle scheduling conflicts, and use good judgment to know when an issue needs to be escalated to a supervisor.