Director Volunteer Experience

• DEPARTMENT: 18313 – Volunteers
• LOCATION: 350 7th Street North, Naples, FL, 34102
• WORK TYPE: Full Time
• WORK SCHEDULE: Standard Office

ABOUT NCH

NCH is an independent, locally governed non-profit delivering premier comprehensive care. Our healthcare system is comprised of two hospitals, an alliance of 700+ physicians, and medical facilities in dozens of locations throughout Southwest Florida that offer nationally recognized, quality health care.

NCH is transforming into an Advanced Community Healthcare System(TM) and we’re proud to: Provide higher acuity care and Centers of Excellence; Offer Graduate Medical Education and fellowships; Have endowed chairs; Conduct research and participate in national clinical trials; and partner with other health market leaders, like Hospital for Special Surgery, Encompass, and ProScan.

Join our mission to help everyone live a longer, happier, healthier life. We are committed to care and believe there's always more at NCH – for you and every person we serve together. Visit nchjobs.org to learn more.

JOB SUMMARY

The Director of Volunteer Experience provides strategic leadership for a comprehensive, patient-centered volunteer program that enhances the care experience for patients, families, staff, and visitors. This role ensures volunteers are effectively integrated into the healthcare environment in ways that support safety, compassion, dignity, and operational excellence—while remaining compliant with all healthcare regulations and standards.

The Director of Volunteer Experience is responsible for the overall planning, operations, multiple budgets, policies and procedures related to recruitment, orientation, competency, volunteer relations, diversity, performance management, and retention of all NCH Volunteers. In addition, the Director has oversight and works alongside the Manager of Gift Shops to ensure the planning, operations, budgets, policies and procedures of both hospital Gift Shops. The Director of Volunteer Experience is responsible for designing, leading, and continuously improving a high-quality, mission-aligned volunteer program. This role elevates volunteers from “extra help” to strategic partners, ensuring meaningful engagement, strong retention, and measurable organizational impact. The Director oversees the full volunteer lifecycle, from recruitment and onboarding to recognition and evaluation, while fostering a culture of belonging, purpose, and service excellence.

ESSENTIAL DUTIES AND RESPONSIBILITIES

– Other duties may be assigned.

· Develops and executes a comprehensive volunteer engagement strategy aligned with organizational mission, values, and strategic priorities.

· Designs volunteer roles that are impactful, meaningful, and responsive to organizational and community needs.

· Establishes policies, standards, and best practices for volunteer engagement, risk management, and compliance

· Responsible for the overall direction, coordination, and evaluation within areas as assigned.

· Ensures that policies and procedures are administered in accordance with NCH strategic plans and meets Joint Commission standards.

· Acts as a resource to system management, working directly with Directors and Volunteers to assist in carrying out volunteer recruitment, placement, orientation, competency, diversity, policies and procedures, service area job descriptions, performance management, and retention.

· Ensures compliance by actively monitoring governmental regulatory requirements and accreditation agency standards. Demonstrates knowledge of volunteer laws, regulations, industry trends, and current practices.

· Surveys volunteers to measure and monitor volunteer satisfaction. Communicates progress and action plans related to volunteer satisfaction. Recommends new approaches and policies and procedures to effect continual improvements in efficiency of the department and services provided.

· Oversees Manager of Gift Shops, Manager of Volunteer Operations, and other Volunteer Services staff members.

· Develops separate operational and capital budgets for both Gift Shops and Volunteer Services. Monitors compliance, analyzes variances, negotiates and manages contracts with suppliers/vendors. Ensures that all budgets are complete and support departmental activities to ensure that operational and salary expenses are equal to or less than approved budget. Coordinates and prioritizes the activity within each operational area.

· Conducts needs assessment with Directors to provide resource allocation and measures and monitors their level of satisfaction with system volunteers. Recommends new programs, secondary training, new approaches, and policies and procedures to effect continual improvements in efficiency of the department and services provided. Provides consultation or counseling as needed.

· Oversees recruitment, screening, onboarding, training, and placement of volunteers

· Implements systems to track volunteer hours, outcomes, satisfaction, and retention

· Ensures volunteers are prepared, supported, and set up for success in their roles

· Develops and implements strategic programs, policies and procedures for both Gift Shops. Responsible for maximizing retail revenue by monitoring promotional sales, marketing initiatives, customer surveys, and special vendor events. Tracks ROI for all marketing initiatives.

· Monitors both Gift Shops facilities in ensuring that daily operations are met and that all US Consumer of Safety Product, Joint Commission, Naples Fire Department, Collier Country Fire Department, and all other regulatory requirements are in place.

· Creates a welcoming, inclusive, and values-driven volunteer experience

· Partners with internal teams to integrate volunteers into departments without displacing staff roles

· Addresses volunteer concerns, feedback, and performance issues with professionalism and care

· Leads and develops volunteer coordinators or support staff (if applicable)

· Trains and supports staff leaders who supervise volunteers

· Serves as a thought partner to leadership on community engagement and service culture

· Designs and implements volunteer recognition, appreciation, and storytelling initiatives

· Builds pathways for long-term engagement, leadership, and advocacy among volunteers

· Promotes volunteer impact internally and externally

· Tracks key performance indicators (KPIs) such as retention, engagement, satisfaction, and impact

· Uses data and feedback to continuously improve the volunteer experience

· Prepares reports and insights for senior leadership and stakeholders

· Develops and implements strategic programs, policies and procedures for the NCH Auxiliary and Marco Auxiliary. Is an ex-officio member of all three Auxiliary Boards. Demonstrates mastery knowledge of ‘Roberts Rules of Order’.

· Responsible for working directly with Auxiliary Board members, NCH Administration, and NCH Foundation members in regards to all Auxiliary internal and external fundraising events, manages all committees, conducts fundraisers, identifies NCH beneficiaries (department or medical scholarship), ensures that funds are properly disbursed, and ensures Auxiliary recognition.

· Develops and implements strategic programs, policies and procedures for the Arts-In-Healing program.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

· Minimum of Bachelor’s Degree required.

· Minimum of 5 years of leadership experience in a healthcare or related field required.

· Experience with volunteers of all ages as well as prior healthcare and business development experience required.

· Must have outstanding people and communication skills and problem/conflict resolution skills.

· Excellent interpersonal skills and the ability to manage multiple projects necessary.

· Must be able to manage multiple business units in multiple locations and manage multiple conflicting priorities.

· Must be flexible and available to interact with employees and volunteers at all levels.