Position: Community Support & Volunteer Manager

Reports to: Finance & Operations Director

Type: Full time, non-exempt, M-F hours with some evenings and weekends

Rate: $20-$24/hour

Start Date: As soon as possible

Hugo House Mission

Hugo House is a nonprofit literary arts organization located in Seattle with a 20-year history as the city's hub for writers. In the fall of 2018, Hugo House moved into a new facility in the heart of the city, which has enabled dramatic growth in classes and event programming. One of the nation’s leading community-based centers for the literary arts, Hugo House has a vision to open the literary world to anyone who loves books or has a drive to write. Hugo House offers year-round creative writing programming for adults and youth, including everything from single-day classes to year-long workshops, readings and events, open mic nights, and summer writing camps.

Position Overview

The Community Support Manager interacts with every part of our community, including staff, consultants, volunteers, members, donors, students, audiences, and renters. They are an integral part of a core staff that works to keep our diverse community informed, engaged and welcomed and to keep internal operations humming. As part of the operations team, this position works to ensure smooth house operations and provide for appropriate house security.

The Community Support Manager recruits, hires, trains, schedules and supervises our team of Community Support Specialists. They also lead an active corps of volunteers, matching their skills and desire to learn with the many opportunities at the House. This position enhances existing systems and develops new systems to fully engage volunteers as resources in the Hugo House community. One of the guiding principles of Hugo House is a commitment to maintaining an open pathway between Hugo House and the community. The Community Support Manager leads this effort.

Responsibilities

  • Serve as Community Support Point-person, managing schedule, training new employees, and working weekly shifts at the desk.
  • Represent Community Support team on an organization level.
  • Complete 4-5 shifts at Hugo House’s front desk.
  • Greet visitors and speak to the mission and resources of Hugo House.
  • Answer phones and conduct customer service requests via phone, email, and in-person interactions.
  • Maintain building security and appearance, including daily opening and closing of Hugo House.
  • Set up classroom technology and provide tech assistance for teachers and students as needed.
  • Liaise with registrar, operations team, and other team members to complete daily tasks.
  • Serve as office contact for those working from home.
  • Lead recruitment of volunteers and discover and develop opportunities for their participation in Hugo House. Responsibilities may include:
  • Tracking and maintaining volunteer information, including volunteer hours, using existing tools and creating new tools, as appropriate.
  • Helping staff develop volunteer jobs; matching volunteers with those jobs.
  • Proactively eliciting staff and volunteer feedback on an ongoing basis.
  • Maintaining the application and interview process to assist interested volunteers in determining how they might best contribute meaningful time to Hugo House.
  • Developing and maintaining a comprehensive list of volunteer opportunities.
  • Developing an outreach and recruitment process.
  • Facilitating new volunteer training/orientation sessions.
  • Ensuring volunteers are properly thanked and acknowledged for their contribution.

Job Conditions:

This position must be conducted in-person, requires expertise with computers, ability to lift 20-35 pounds, and navigate stairs.

Skills & Qualifications:

  • Experience in customer service.
  • 2-3 years experience in administrative office duties.
  • Ability to work with detailed information with a high degree of accuracy.
  • Ability to learn and follow procedures quickly.
  • Embraces process improvement and is comfortable making recommendations.
  • Strong organizational skills.
  • Experience using QuickBooks or similar accounting software (preferred).
  • Experience using Microsoft Office applications including Excel reference functions (preferred).
  • Entrepreneurial mindset, adaptability, creativity, and innovative thinking.
  • Capacity to work effectively with highly collaborative staff.
  • Outstanding written and oral communication skills.
  • Share Hugo House’s commitment to building an antiracist organization.

We encourage applications from BIPOC (Black, Indigenous, and people of color) and other people underrepresented in literary arts administration. Hugo House is committed to becoming an antiracist organization and strives to remove barriers that might discourage any person from working here. It is Hugo House’s intent to maintain a diverse work force that represents our community. Our approach to diversity is intended to provide not only equal employment opportunities to minorities, women, and persons with disabilities, but also to recognize and value people with ethnic, cultural, and other differences, such as religion, ancestry, language, national origin, culture, age, gender, sexual orientation, and marital status.

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