POSITION SUMMARY

Under the direct supervision of the Program Manager for the UM Capital Region Health (UMCRH) Domestic Violence (DV) and Sexual Assault Center (SAC), the Volunteer Coordinator/Community Educator is responsible for recruiting and managing groups of volunteers, as well as individual members of a volunteer organization. The Coordinator provides education, training and consultation to UM CRH staff and physicians, and to the community about domestic violence. This position is supported by grant funding and the position is contingent on sustainability of these funds.

Principal Duties:

1. Designs and presents a variety of trainings, workshops and presentations throughout the service area to include various law enforcement personnel and first responder agencies; public and private elementary, middle, high school and college students and faculty; community groups and faith-based organizations.

2. Develop and maintain a volunteer victim advocate program.

3. Coordinates and schedules volunteers to facilitate various community events (including volunteer communication, arranging for materials pick-up, communication with the requesting organization, etc).

4. Develop and coordinate a training curriculum and schedule for victim advocacy and human sex trafficking,

5. Represent DV/SAC at meetings, community events and the Family Justice Center as applicable.

6. Organizes and facilitates community donations for DV SAC

7. Provide consultation to community members, professionals and hospital staff about various subject matters, including sexual assault, sexual abuse, Maryland laws regarding sexual assault and mandatory reporting, Child Protective Services protocol, human trafficking, etc.

8. Provide crisis intervention as needed for victims and their family members.

9. Facilitate the navigation of the victim of sexual and domestic violence from point of entry in the Emergency Room until the completion of the forensic examination. Accompany the victim in the exam during a forensic exam as needed.

10. Provide information and assist the victim in receiving appropriate medical care and forensic exams.

11. Facilitate the victims receiving appropriate services, including housing, transportation and clothing.

12. Serves as a subject matter expert regarding sexual assault and sexual abuse, provide testimony and advocacy in public hearings if required.

Customer Service:

1. Greets customers in courteous, friendly, respectful and professional manner at all times, including maintaining eye contact when appropriate.

2. Follows communication protocols to both internal and external customers, including introducing him/herself with job title and experience, asking open ended questions, such as "How may I be of help to you?" using the customer's name as soon as it is learned.

3. Responds promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.

4. Keeps customer's information confidential, including public places such as elevators or the cafeteria.

5. Provides assistance and offers help immediately, including finding someone else to meet the request, if unable to do so him/herself. Introduce other staff to customers when a hand-off occurs and explain that the person will provide excellent service.

6. Demonstrates commitment to excellent service recovery when a customer's expectations have not been met.

Commitment to Co-Workers:

1. Offers assistance to colleagues and other departments when needed.

2. Takes responsibility for solving problems regardless of origin; completes assignments, and respects deadlines.

3. Resolves conflict directly with colleagues and seeks assistance from others if the issue cannot be resolved. Refrains from criticism in public.

4. Mindful and respectful of others' time and schedules. Attends meetings on time and communicates any absences.

5. Provides co-workers with a status report for continuity of workflow when planning to be out of the office, off the unit, or away from the department

Communication Etiquette:

1. Respectful, courteous and professional in all forms of communication and follows facility's service communication protocol in all interactions.

2. Refrains from use of personal cell phone in patient care areas and keeps usage to a minimum at all other times while on duty.

3. Does not text or use e-mail during meetings (except for exigent or emergency situations).

4. Limits use of business cell phone during meetings (remain on vibrate and/or calls go to voicemail).

5. Makes every effort to answer telephone calls within three rings, introducing him/herself, department and title (if appropriate). Asks permission before placing the caller on hold or using the speakerphone. If caller is transferred, gives the caller the extension number of the person he or she is being transferred to. Offers further assistance to the caller upon completing the conversation.

6. Maintains an appropriate voicemail message and when away from the office has an out-of-office email message that is brief, current, and includes name and department and offers the caller options if possible.

7. Returns email and voicemail messages promptly but no later than within one business day (24 hours).

8. Always mindful of voice and language in public.

Self Management:

1. Reports to work appropriately groomed and in compliance with the Hospital's dress code. Wears identification badge at all times at chest level and facing outwards so identification is clearly visible.

2. Complete all assignments within deadlines or negotiates alternative actions and time frames in order to achieve desired outcomes.

3. Completes mandatory, annual education and competency requirements.

4. Follows UM Capital safety, infection control and employee health standards.

5. Demonstrates responsibility for personal growth, development and professional knowledge and competency.

6. Adhere to all UM Capital and department policies and procedures, including Code of Conduct and professional behavior standards. Does not exceed Hospital guidelines in reference to attendance, punctuality, and use of sick and unplanned absences. Provides notification of absences, lateness and vacation requests according to department guidelines. Respects length of time for lunch and break times.

7. Reviews, signs, and adhere to UM Capital and/or departmental confidentiality statement.