Locations: California, Nevada, Oregon, Idaho, Washington, Nebraska, Iowa, North Dakota, South Dakota, Minnesota, Washington, DC
Supervisor: Directors of E&T and Engagement /Volunteers and Engagement
YFU advances intercultural understanding, life-long learning, global competencies, mutual respect, and social responsibility through transformational educational exchanges for generations of youth, families, and communities, supported by dedicated volunteers and professional staff. Participants’ experience abroad gives them leadership competencies necessary to meet the challenges and benefit from the opportunities of a fast-changing global community.
Purpose of Position:
The Community Engagement Manager provides support, training and guidance to volunteers, students, host families and schools to support a strong, vibrant YFU community. This position reports to the Directors of E&T and Engagement/Volunteer Programs and Engagement and is located in the DC Office or home-based.
Serve as a professional representative and point of contact for YFU in the local community.
Responsible for compliance with US Department of State regulations and YFU basic standards across field activities.
Volunteer management – Overall responsibility to recruit and maintain a robust volunteer community, working closely with volunteer area representatives and other volunteers to:
build community, motivate, and support volunteer network
identify gaps in volunteer pool; engage with Community Development Manager in their field to recruit and grow volunteer community
engage with volunteers through training and feedback to develop necessary skills to assist students and families with adjustment, improve performance, ensure compliance, and achieve results
model appropriate volunteer mentoring and coaching
manage and promote volunteer recognition programs and opportunities
Local training requirements management
provide leadership in the planning and implementation of student and family orientations (attending where possible) (Pre- Arrival, Post-Arrival, Mid- Year, and Re-Entry for international student programs & Pre-Departure Orientations for study abroad)
spearhead local volunteer training events in collaboration with Education & Training and Volunteer Programs
report on and track training participation, expenses, and evaluations
collaborate with Education & Training to provide updates to training and resource materials and review of YFU program policies and procedures
Support requirements management
serve as first point of contact for volunteer area representatives questions regarding student/host family situation
ensure SEE visits completion and follow up as needed
ensure volunteer area representatives completes Monthly Contact Reports (MCRs)
manage lower-level case work and work with Support Services staff as needed to manage case effectively.
provide problem-solving consultation on participant support issues to all constituents on for cultural adjustment, academic success, relationship building and general adolescent topics
act as the local mediator cases or assist the volunteer area representatives in mediation when applicable
monitor instances when a participant's or host family’s assigned volunteer (area representative) may be losing objectivity and bring to the attention of the Director of Support Services
facilitate student/host family:
insurance policy resources/claims
Permission to Travel permissions
Dangerous Activity permissions
communicate to partner office per communication protocols provided regarding student/HF concerns/questions
inform Support Team of situations requiring letters (warning/probation) and incident report filing with the US Department of State.
ensure Associate Director of Support Services is Informed immediately in cases requiring reports to social services or law enforcement agencies as required
Maintain accurate database for participants and host families
verify and update international student contact information (email/cell phone) in first month
document communications, issues
reasons for student moves (host family and school changes).
Coordinate with Community Development Manager to identify volunteer recruitment needs.
Coordinate with Community Development Manager, volunteer area representatives, and Support team to assure timely replacement of students where necessary
Assist Travel Department with inbound or outbound travel arrangements where necessary.
Works closely with their partner Community Development Manager to ensure a smooth on program “hand off” which contributes to the overall sales success of the territory. This includes maintaining existing customer relationships and ensuring that excellent customer service and support lead to repeat customers and referrals.
Participates in routine organizational strategic teaming exercises.
Provide feedback to Volunteer Programs and Education & Training.
Provide input to participant procedure and policy changes as needed.
Performs other duties as assigned.
Qualifications and Knowledge:
Participation in volunteer management and engagement, support, and compliance training and cross training, in coordination with the Community Development Managers, in sales and recruitment skills.
Undergraduate degree or equivalent combination of education and work experience in relevant discipline.
International and/or intercultural experience preferred.
Ability to problem solve, ensuring appropriate outcomes for participants, partners, and the organization are balanced and maintained.
Demonstrated ability to work productively and discreetly under pressure with sensitive issues.
Excellent verbal and written communication skills; customer service-oriented telephone manner and excellent listening and reflecting skills.
Ability to work beyond a standard business day including serve in an on-call function for assigned annual week. Access to internet, phone and computer required when on-call, including capability to make oversees phone calls.
Ability to work independently in the absence of detailed instruction and direct supervision.
Strong organizational skills, attention to detail and ability to work under pressure on multiple tasks with deadlines.
Computer literacy in Microsoft Office Suite and other word processing, spreadsheets, and database applications, as well as familiarity with customer relationship management systems.
Ability to travel as required.
Flexibility and dependability essential.
Past experience in a training role is helpful.
Applicants must be eligible for employment and able to pass a pre-employment background check. If you are qualified and interested in being considered for this position, please submit your resume, cover letter, and salary requirements at the career site.