Volunteer Coordinator - Starlight Theatre

Do you have a love for the arts? Would you like to be an active part of a beloved Kansas City tradition? If so, we have the perfect opportunity for you! Starlight is seeking an outgoing and people-oriented “Star” to join our team as Volunteer Coordinator! This will be a full-time, salaried position that will work year-round. The Volunteer Coordinator is responsible for managing all aspects of Starlight’s Ambassador Program and will serve as point of contact for all requests, opportunities and reporting of volunteer activities throughout the organization. This position will be responsible for the recruitment, engagement and retention of Starlight Ambassadors. Additional responsibilities include assisting other departments such as Philanthropy, Community Engagement and Ticket Services with scheduling Ambassadors as needed. The Volunteer Coordinator is a public-facing role with high expectations of providing exceptional customer service to all areas of Starlight operations. Essential Functions & Duties • Supervise and provide direction to volunteers in accordance with Starlight policies and procedures. • Become well versed in the Starlight brand and align the Ambassador Program with the organization’s core values and mission/vision statements. • Develop and maintain a comprehensive recruitment plan to include marketing positions, interviewing/screening potential volunteers and role assignments. • Develop and implement a strategic volunteer engagement plan that establishes clear and precise goals. • Lead orientation and HR/administrative training requirements of all Ambassadors. • Coordinate pre-season kick-off, post season parties and seasonal training with Operations department. • Prepare and maintain all materials related to volunteer management, including employee handbook(s), job descriptions, policies, procedures, code of conduct, etc. • Create and maintain database for tracking all volunteer hours for the organization- including Ambassadors, employees, Board members, committees, YFS, etc. • Coordinate internal volunteer scheduling for Broadway, Concerts, Indoors and special events with Operations and other Starlight departments as needed. • Oversee external volunteer projects and opportunities for the organization- including requests from community organizations, donor groups, Plaza Art Fair, etc. • Network and develop strong, positive relationships with community groups and organizations to advance the visibility of Starlight’s Ambassador program. • Work with the marketing department to develop content for social media, newsletters, annual reports, etc., to recognize volunteer contributions and to help promote the Ambassador program. • Administer an annual volunteer satisfaction survey to identify key strengths and areas for improvement in partnership with Human Resources. • Provide primary leadership at fairs, festivals, schools, corporations, etc. in promoting the Ambassador Program. • Develop and lead Ambassador Steering Committee. • Motivate and retain Ambassadors through regular engagement, development and recognition. • Ensure all Ambassadors are complying with Starlight COVID-19 protocols. • Understanding and commitment to inclusion, diversity, equity and access (I.D.E.A.) at Starlight. • Participate in special projects and other duties as assigned. Event Night Requirements • Volunteer Coordinator call-time is 60-90 minutes prior to doors opening and hours range from 5:30pm to 8:30pm for Broadway and 5:00pm to 10:00pm for concerts; times may vary. • Check in event staff and advise Ambassadors of their roles for the event. • Monitor event night staffing and performance of duties. • Provide first-level intervention for situations disruptive to the Starlight guest experience. • Escalate continuing problems to Operations department for resolution when necessary. • Assist the Operations Coordinators on a variety of performance-specific tasks, such as the seat hold and/or performers entering the seating area. • Perform the assigned functions of a Trained Crowd Manager, including, but not limited to, assisting with evacuation (ambulatory and wheelchair), interaction with emergency services personnel and venue search and recovery. • Assist Community Engagement with Community Ticket groups as needed. • Work collaboratively and effectively across departments and with a wide range of staff, patrons and community stakeholders. Key Competencies • Professional presence and appearance- as well as phone, video and email etiquette. • Positive and outgoing attitude. • Demonstrate excellent leadership and interpersonal skills. • Exemplary guest relations skills. • Ability to develop and maintain effective working relationships. • Strong time management, multi-tasking and organizational skills for self and those being supported. • Demonstrate good problem-solving and forward-thinking capabilities. • Exhibit outstanding verbal/written communication and customer service skills. • Ability to conduct one’s self in a calm and professional demeanor when dealing with the public and/or high-stress situations. • Ability to innovate and manage process improvements. • Demonstrate a strong work ethic. • Ability to handle sensitive information and confidential situations. Work / Physical Environment and Requirements • Office environment; outdoor theatre environment; hours will vary (including nights, weekends and holidays). • Must be available to work 90% or more of Starlight’s event dates (Starlight typically has 50 – 70 event nights inclusive of Broadway and concerts). • Completion of IAVM Trained Crowd Manager within first 6 months of employment. • Ability to work outdoors in all types of weather conditions such as extreme heat, rain, cold and high humidity. • Ability to stand for long periods of time and walk long distances. Qualifications • Bachelor’s Degree highly preferred • Minimum 1 year of job-related experience required- such as managing a volunteer program, recruitment & retention or leading teams and/or an organization • Proficient computer skills in Microsoft Office Suite (including Word and Excel) • Knowledge/Experience in Tessitura and SignUp Genius a plus Benefits: Starlight full-time employees receive a competitive total compensation package that begins the first of the month following date of hire. Starlight’s three-tier benefits package includes the following components: Starlight Physical Wellness • Medical, Dental and Vision Insurance paid by employer • Short-Term and Long-Term Disability Starlight Emotional Wellness • Paid Time Off • Paid Holidays • Flex Time • Employee Assistance Program Starlight Financial Wellness • 401(k) Retirement Savings Program • Life Insurance • Family and Medical Leave • 125 Cafeteria Plan • Starlight Perks & Discounts NOTE: Cost and benefits are subject to change per each annual renewal. Starlight Theatre Association is an Equal Employment Opportunity organization. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law. Starlight is working toward embedding inclusion, diversity, equity and access within every aspect of our organization. We support an environment that values and respects the experiences and contributions of its employees, volunteers, partners and community members. We encourage and welcome applicants of groups that are historically underrepresented in the American theatre industry. Effective October 15, 2021, all persons working on behalf of Starlight Theatre are required to receive any of the FDA-approved COVID-19 vaccines and be fully vaccinated. Starlight will provide reasonable accommodations to qualified individuals regarding medical or religious exemptions in accordance with the Americans with Disabilities Act and applicable state and local law. Starlight Theatre Association of Kansas City, Inc. is a 501(c) (3) not-for-profit organization.