Dir Volunteer Srvs

Director Volunteer/Gift Shop Services

At Houston Methodist, the Director Volunteer/Gift Shop Services position is responsible for operational responsibility for all activities within the Volunteer Services Department and Auxiliary Gift Shop. This may include Daycare Operations. This position manages the contractual and vendor relationships, addressing operational and service issues as appropriate. The Director Volunteer/Gift Shop Services position has overall responsibility for developing and implementing an integrated interprofessional department, which provides a variety of services to multiple areas of the hospital and is responsible for volunteer organization fund-raisers, annual events and new programs from development through implementation. This position an efficient department based on sound business and financial practices and develops department policies, ensuring the resources and activities of the volunteer organizations are evaluated against the purposes and mission of the hospital. The Director position responsibilities include overseeing the activities of the department staff, ensuring quality, productivity, functional excellence and efficiency to accomplish strategic and operational objectives. In addition, this position is accountable for employee engagement, adequate staffing levels, budget development and compliance, staffing decisions such as hiring and terminating employment, coaching and counseling employees on work related performance, and developing and implementing policies and procedures to ensure a safe and effective work environment. This position also ensures training, monitoring and operations initiatives are implemented which secure compliance with ethical and legal business practices and accreditation/regulatory/government regulations.

Houston Methodist Standard

Refer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.

Provide personalized care and service by consistently demonstrating our I CARE values:

• Integrity: We are honest and ethical in all we say and do.
• Compassion: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
• Accountability: We hold ourselves accountable for all our actions.
• Respect: We treat every individual as a person of worth, dignity, and value.
• Excellence: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model
• Delivers personalized service using HM Service Standards
• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)
• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience
• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job
• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

Responsibilities

People Essential Functions:

• Directs, develops and implements strategic and operational/high level projects and processes either through independent/highly autonomous work or through the facilitation of work teams to enable the effective and efficient completion of objectives.
• Oversees management of and ensures development for staff to meet overall objectives in terms of quality, service and cost effectiveness. Provides timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem. Directs management responsibilities of selection, scheduling, supervision, retention, and evaluation of employees.
• Meets or exceeds threshold goal for department turnover and/or system metrics on employee engagement indicators.
• Provides leadership and communication to maintain a competent and engaged employee group by conducting regular department meetings to review policies and procedures and operational matters, rounding on all employees, completing performance appraisals, conducting new hire feedback sessions, coaching/corrective counseling, and providing recognition/commendations to achieve desired outcomes.
• Identifies opportunities and takes action to build strategic relationships between one's area and other areas, teams, departments, and units to achieve business goals. Drives the promotion of teamwork within and between departments; participates and/or leads and facilitates department process improvements as needed.
• Develops and conducts volunteer and staff development, orientation and training, utilizing effective teaching strategies based on learning needs. Consistently evaluates the volunteer's comprehension and adapts teaching methods accordingly.
• Acts as a model and coaches staff and volunteers in effective verbal, non-verbal and written communication regarding specialty populations. Fosters volunteer engagement by demonstrating active listening, requesting and acknowledging feedback.

Service Essential Functions:

• Oversees department operations, designated projects, schedules and activities as needed to ensure that goals or objectives are accomplished within the prescribed time frame. Sets priorities and functional standards, giving direction to staff as necessary to ensure the best possible delivery of service and high customer/patient satisfaction.
• Drives department service standards and activities to impact department and/or system score for patient/customer-based satisfaction, through role modeling and fostering accountability. Serves and actively participates on various entity committees as a voice for the department.
• Manages vendor relationships as well as contractual requirements to address operational and service issues as appropriate. May include Daycare Operations
• Develops and monitors volunteer performance and processes to achieve higher patient and customer satisfaction. Partners with other hospital departments staff to recognize staff as part of successful volunteer service team.
• Develops and executes successful volunteer groups' hospital fund raisers.
• Proactively recruits guest speakers from the medical community for assembly meetings and luncheons. Leads meetings effectively and assumes responsibility for planning and coordination of hospital fundraisers, general assembly meetings, special events, officer luncheons, and volunteer recognition luncheons.

Quality/Safety Essential Functions:

• Ensures a safe and effective working environment; monitors and/or revises the department safety plan and/or any specific accreditation/regulatory required safety guidelines. Responsible for staff maintenance of credentials and competencies, per accrediting/ licensing agency and/or department guidelines as applicable.
• Employs a proactive approach in the optimization of safe outcomes and information systems by monitoring and improving the department workflow and enhancing operations, using peer-to-peer accountability and identifying solutions via collaboration. Implements process improvements utilizing tools such as lean principles. Role models situational awareness, using teachable moments to improve safety.
• Responsible for employee compliance to policies and procedures and performs associated actions upon non-compliance (i.e., licensure/certification compliance, focal point review requirements, disaster plan, in-services, influenza immunization, wage and hour, standard hours, timely termination submission, timely timecard approval, etc.).
• Upholds active membership in state, local, and national volunteer professional societies for the purpose of leadership and continuing education. Participates in institutional management committees.

Finance Essential Functions:

• Develops and manages department operational and capital budgets, approvals, and ongoing maintenance of the department(s), ensuring operation in a cost-effective manner. Proactively identifies and plans for capital needs related to current equipment and future department projects. Ensures staffing plans and schedules meet department needs that reflect understanding of the importance of cost-effectiveness.
• Creates department strategies to achieve financial target and staffing needs, through optimizing productivity, supply/resource efficiency, minimizing incidental overtime and overtime percentage, and other areas according to department specifications.
• Manages annual volunteer services department budget and various restricted funds. Manages retail operations of the Auxiliary Gift Shop, partnering with Chairperson to develop and manage the finances and operations of the Gift Shop.
• Ensures volunteer organizations maximize utilization of their resources and performance within budgetary guidelines.

Growth/Innovation Essential Functions:

• Identifies and implements innovative solutions for practice or workflow changes to improve department, entity or system operations by leading unit projects and/or other department/ system-directed activities. Proactively leads task forces and committees. May represent HM at assigned community or professional organization meetings.
• Drives change initiatives, maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusts effectively to work within new work structures, processes, requirements or cultures. Partners effectively with stakeholders as appropriate.
• Ensures own career discussions occur with appropriate management. Completes and updates the My Development plan on an on-going basis. Conducts conversations with staff on their development and My Development plan.
• Maintains marketing strategy to assure that the purpose and cause of the volunteer organizations remains in the public eye. Partners with system marketing and volunteers to recruit, place and support new members.

This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.