New Posting - Calgary Airport Authority

Coordinator, White Hat Volunteer Program
The Calgary Airport Authority  

WHAT YOU WILL DO  This position plays an integral role in the White Hat Volunteer Services department. The Coordinator will assist with developing and implementing the overall recruitment, training and retention strategy. This includes ongoing coaching, as well as development and implementation of recognition activities and events. The role also shares in the administrative duties for the department and liaise with the public and airport stakeholders in matters related to the White Hat Volunteers. This position will act as the go-to person in the absence of the Manager, Customer Care. You will bring your training and coordination skills to create a sustainable volunteer base that enhances our passenger experience at YYC. Your in-depth knowledge and proven experience in building, developing and retaining volunteer teams will contribute to your success as our Volunteer Development Coordinator. Reporting to the Manager, Customer Care, the key responsibilities of this role are: • Volunteer Recruitment: Plan and coordinate volunteer prospect Information Sessions (quarterly): Develop, send and receive volunteer application forms, communicates session information with prospective volunteers, prepare interview materials, assist in selection process, follow up with successful and unsuccessful candidates • Volunteer Training: Develop and coordinate initial training and ongoing coaching activities. Coordinate speaker series and tours to enhance the volunteer learning experience. Develop activities and materials with current airport information and mentor and coach volunteers regarding passenger service issues they encounter and or procedures. Identify improvement opportunities for procedures and processes • RAIC and Office Orientation: Complete RAIC application and orientation with each new volunteer; includes phone protocol, safety information etc., Pass Office and Parking Office • New Volunteer Onboarding: Coordinate and facilitate quarterly orientation classes, send and receive class confirmations with successful candidates, sets agenda, and produces materials • GOTeam Train the Trainer program (TEVOP and Airport Tours): Prospect for new GO Team members, create, edit and produce training materials and checklists • Assist with development of overall retention strategy • Assist with the maintenance and improvement of the overall passenger experience. This involves frequent review of volunteer duties, positioning as well as changes in processes that needs to be disseminated and trained to the volunteers • Provide superior customer service and be a key liaison to numerous stakeholders including Volunteers, General public, and authority departments • Assist with and prepare for Irregular Operations • Shares office administrative duties such as however not limited to ordering inventory, setting up for various meetings, sessions, and initiatives, inputting volunteer hours, developing schedules, event sign-up sheets and other required lists, maintaining department inboxes, answering phones, redirecting calls, and providing customer service WHAT YOU BRING  • Experience in volunteer program management, recruitment and developing and delivering training programs • Exceptional customer service ability, excellent interpersonal, oral and written communication • Experience in volunteer program management, recruitment and developing and delivering training programs • Proficient in Microsoft Office, Adobe Acrobat, Publisher, Illustrator and Photoshop • A strong knowledge of airport policies, airline guidelines, CATSA regulations, U.S. Customs and Border Protection and Canada Border Services Agency protocols and Customer Care guidelines • High level of customer service and commitment to the passenger experience • Must be able to obtain and maintain a Restricted Area Identification Card (RAIC) WHO WE ARE  We are more than just planes and tarmacs. Our purpose travels beyond our runway into the communities we serve. We are about connections, stories and life defining adventures made possible by the work we do. We are committed to fostering an environment where our people are rewarded through meaningful work experiences inspired by purpose.  The Calgary Airport Authority is made up of 300 remarkable people committed to delivering great results. We manage and operate YYC Calgary International Airport and collaborate with the many partners that make up YYC - from airlines to customer services and government agencies to food and retail outlets. With the recent opening of our new international terminal and Canada's longest runway, this is an exciting time to join our #YYCCrew and drive YYC forward as one of Canada's best airports.  OUR WHITE HAT VOLUNTEERS  Our world renowned White Hat Volunteers have played an integral part in YYC's passenger experience since 1991. With over 470 passionate volunteers and over one million hours contributed, the program is a true testament to Calgary's warm western hospitality and spirit of volunteerism.  WHAT ELSE?  • Ability to work Sunday-Wednesday 9:00AM -7:00PM • Experience working alone and collaboratively across a variety of stakeholder groups Is your heart racing at the exciting opportunity to join our team? Click the apply button for your chance to see first-hand why we are recognized as one of Alberta's Top Employers. For further information, or to apply, please click here