Festival Volunteer Manager

JOB DESCRIPTION

The Festival Volunteer Manager oversees the planning, communication, and execution of Festival Volunteer Office operations. This position leads the application, recruitment, training, scheduling, and active management processes of over 500 volunteers who support festival screenings, events, marketing, and administration. The Festival Volunteer Manager works to create a barrier-free and rewarding volunteer experience, manages two coordinators who support the department, and collaborates closely with Hot Docs’ administrative, cinema, and festival teams.

KEY RESPONSIBILITIES

Festival Volunteer Office Management:

• Establish the Festival volunteer critical path and support the Operations Department in its management of Festival task completion and delegation;
• Manage and implement the Festival volunteer communication strategy including the writing and scheduling of recruitment, training, and scheduling emails, maintenance of email inboxes, the creation of social media content, and use of other engagement platforms to encourage the participation of diverse community groups as well as the retention of returning volunteers ;
• Prioritize accessibility, equity, diversity, and inclusion in all areas of work, identifying opportunities for improvement to policy and language, encouraging participation from all stakeholders, and actively engaging with the community;
• Manage the Festival Volunteer Office budget including invoice filing, reconciliations, and implementing cost-saving measures when possible;
• Manage production of Festival deliverables (t-shirts, vouchers, name badges, signage, etc.) with Communications team and oversee distribution of volunteer benefits, uniforms, and name badges;
• Lead and plan the operations of the Festival Volunteer Office during its Festival activation period, including the administration of registration, dissemination of passes and vouchers, overseeing daily notices and record-keeping, equipment and collateral needs, scheduling staff, and purchase handling.

Team Leadership:

• Manage the Festival Volunteer seasonal team (two coordinators and an assistant), including hiring, training, day-to-day oversight, providing feedback, and ensuring goals are met;
• Lead weekly departmental meetings by creating an agenda and encouraging staff participation and ideas, and represent the Festival Volunteer Office at Festival and Operations meetings;
• Oversee compliance with Hot Docs’ Human Resources policies and training requirements;
• Complete a Festival post-mortem detailing successes, challenges and feedback from volunteers and Festival staff; ensure each Volunteer Operations staff member completes post-mortem.

Volunteer Management:

• Oversee the volunteer experience from recruitment and application to post-festival interviews and assessments, closely monitoring feedback, troubleshooting issues, and identifying areas for improvement;
• Ensure all training and orientation material is accurate, engaging, and well-received online and through in-person sessions; research and incorporate best practices for volunteer safety and well-being;
• Oversee the Captain’s portfolio by onboarding new prospects, developing training, soliciting feedback and evaluation, and offering support to the captain team;
• Liaise with staff to review and improve volunteer roles and schedules, gather volunteer requests, ensure the effective use of volunteer hours and that staff are effectively trained on working with volunteers;
• Lead volunteer appreciation and recognition efforts including National Volunteer Appreciation Week activities, surprise and delight opportunities, promotion via social media, and giveaways.

Database:

• Lead the effective use of the Salesforce CRM and the creation and maintenance of festival shifts in the Volunteer Community database. Ensure the portal is navigable and accessible, shifts are adequately filled, protocols are in place for dropped and missed shifts, and evolving festival needs are met;
• Work with Database Coordinator to optimize Volunteer Community user/admin interface; track changes and keep volunteer base up to date on any new functionality;
• Solicit, analyze, and report on feedback from other departments, direct reports, and volunteers regarding optimal usage of systems and resources.

Additional Responsibilities:

• Support the Operations Department to ensure an optimal flow of information and seamless experience for guests, delegates, audiences, volunteers, and stakeholders;
• In-person presence during the Festival and at other key times;
• Flexible approach to workplace location and hours (including occasional evenings and weekends) contingent on the operating needs of the organization.

QUALIFICATIONS

• Minimum 3 years of experience in volunteer coordination, festival/event management, or a similar role involving large-scale operational planning;
• Extensive knowledge of trends and best practices in volunteer retention, recognition, and appreciation, and the volunteer life cycle;
• Knowledge of and experience with festival operations, film screenings, events, and conferences including ticket scanning, ushering, rush lines, and operating in multiple venues;
• Proven track record in managing teams, including hiring, training, and performance oversight;
• Proficiency with Salesforce, MS Office Suite, Asana, Canva, and social media platforms is required;
• Demonstrated commitment to EDI principles, including integrating accessibility and inclusivity into processes and communications;
• Understanding of and familiarity with Toronto’s volunteer, non-profit, and arts and culture communities;
• Extensive experience in customer service and public-facing roles and possessing a well-developed interpersonal, conflict management, and de-escalation toolkit;
• Exceptional written and oral communication skills, including strength in public speaking and copywriting;
• Outstanding ability to effectively oversee large groups, forge and maintain strong relationships, and create open lines of communication and workflow between various stakeholders;
• Strength in administration including budgeting, filing, and excellent attention to detail;
• Ability to manage a team independently in a hybrid work model while collaborating with other department heads;
• Strong organizational skills with the ability to manage multiple deadlines, budgets, and deliverables simultaneously;
• Adaptable to a flexible work schedule that includes evenings and weekends, in-person, and remote work.

APPLICATION

Please forward a cover letter and resume to: Giulia Mandel
Email: [email protected]
Subject Line: Hiring Committee – Festival Volunteer Manager
Deadline: December 13, 2024
No phone calls, please.