Manager, Donor Care and Volunteer Services
Status: Regular, Full-time, Exempt
Reports to: Executive Director, Development Operations
The Manager, Donor Care and Volunteer Services is an outward-facing position with extensive interaction with WETA’s donors and volunteers. The Manager has three primary roles (1) lead and conduct outbound sustainer recapture calling and other donor care efforts as needed, (2) manage WETA’s volunteer program, and (3) provide back-up supervision of the Audience Services division. Reports to Executive Director, Development Operations.
- Lead WETA’s outbound calling sustainer recapture program to recapture failed sustaining payments/pledges:
- Make outbound scripted calls to WETA sustaining and other high-value members to help department achieve annual marketing goals, including retention, converting sustainers from credit card to EFT giving, upgrade calling, and other projects.
- Answer and respond to dedicated sustainer email and written correspondence.
- Record all donor interactions in Development database to assure accurate reflection of donor and audience feedback for analysis.
- Ensure top quality for inbound On-Air Pledge calls into call center by monitoring calls and providing prompt feedback to call center manager.
- Oversee WETA’s volunteer program:
- Recruit, screen, select, and place volunteers in assignments that match their interests and qualifications with organizational needs.
- Collaborate with WETA staff across the organization to identify, define and create new placement opportunities to expand the program’s impact.
- Engage existing volunteers, convert new volunteers to long-standing, active volunteers and recruit first-time volunteers.
- Develop and implement training program for volunteers. Maintain volunteer database. Create and maintain written documentation needed by program (i.e. volunteer application, training manuals, volunteer web page, etc.).
- Manage volunteers at events and assist in event management.
- Provide ongoing evaluation of Volunteer Services Program to determine effectiveness and impact of the program. Collaborate with Executive Director to make changes when advisable.
- Back-up supervision and management of Audience Services department:
- Leads Audience Services department in absence of Department Director, including taking escalated calls, point of contact with WETA management/Communications Department if need for special messaging arises where phone representatives should be guided on how to respond to an urgent topic, contacting ACD (VoIP phone system contractor) if problems arise with phone system, etc.
- Takes calls during heavy inbound call periods.
- Takes a co-lead training role with Department Director in training new Audience Services staff to assure competency.
- Assists with overall management and maintenance of WETA’s instance of VoIP system.
- Perform related special projects or other duties as assigned.
SKILLS & ABILITIES REQUIRED
- Outgoing, upbeat personality with the strong desire to assist and educate the general public.
- Excellent interpersonal and communication skills. Ability to interact with a wide variety of people using diplomacy, tact and discretion.
- Excellent organizational, project planning and time management skills with careful attention to detail.
- Strong research, internet and typing skills; experience with Microsoft applications and use of relational database(s).
- Excellent verbal and written communication skills, excellent listening skills and ability to demonstrate compassion, professionalism, enthusiasm and cheerfulness even with the most challenging callers and volunteers.
- Knowledge of volunteerism and volunteer management practices.
- Demonstrated ability to work effectively, both independently and in a team environment.
- Demonstrated ability to perform successfully in an atmosphere of multiple projects, shifting priorities, and deadline pressures.
- At this time, WETA staff are working remotely. Live pledge and other events are mostly on hold or being held remotely. With an eventual return to the office, this position may require the need to working irregular hours for those events.
- Demonstrated results in solving problems with creativity.
- Strong customer service experience and brings that approach to working with staff and volunteers. Ability to blend sales and customer service approaches for outbound calls.
- Interest in public broadcasting and the non-profit sector.
EDUCATION & EXPERIENCE
- College degree in marketing, education, business administration or liberal arts field.
- Minimum 4 years of experience in telemarketing, volunteer management, public relations, marketing, community engagement, or a similar discipline with extensive people contact.
- Outbound telemarketing or equivalent sales experience required.
- Inbound call center experience desired.
- Experience leading volunteers (or extensive experience as a volunteer) or employees preferred.
- Understanding of VoIP phone technology (use and management)
- Knowledge of public media television and/or radio programming and public media fundraising practices highly desirable.
- Or equivalent combination of education and experience.
WETA and NewsHour Productions are Washington, DC established media and news organizations. We are a largely local workforce based out of the Campbell Place office in Arlington, VA. WETA and NewsHour Productions value employee flexibility when possible. Most positions based in our Arlington, VA office will be onsite or hybrid, depending upon the role.
Founded in 1961, WETA is the leading public broadcasting station in Washington, DC. Throughout our sixty-year history, WETA continues to expand our educational, cultural, news and public affairs impact through television programming, streaming, news, radio, student journalism, and community programs.
As a PBS and NPR member, WETA provides local and national television programs and services. WETA has been part of the production of the PBS NewsHour (first named “The Robert MacNeil Report” and then “The NewsHour with Jim Lehrer”) since its creation in 1973. PBS NewsHour is recognized globally for bringing balanced, in-depth news coverage to all through our nightly, one-hour broadcast reaching more than 300 PBS stations and 98 percent of the nation’s television households. Washington Week is our highly acclaimed weekly roundtable broadcast discussing current events with Washington, DC based journalists. With a continued focus on balanced journalism, PBS NewsHour sponsors the PBS NewsHour Student Reporting Labs connecting students with a network of public broadcasting mentors and an innovative journalism curriculum. WETA Classical Radio was founded in 1970 and provides commercial free classical music locally through its FM stations and globally via streaming.
WETA and NewsHour Productions prioritizes the safety and security of our community. In accordance with our focus on providing and maintaining a safe workplace, we have adopted a mandatory COVID-19 vaccination policy for all employees working in a WETA and/or NewsHour Productions office and employees who may reasonably or occasionally be called to work onsite, subject to business needs.
In accordance with this policy, all applicants for employment in a WETA and/or NewsHour Productions office are required to be fully vaccinated against COVID-19 prior to commencing employment. Requests for exemption from this policy based on a medical reason or sincerely held religious belief will be considered upon a conditional offer of employment. Reasonable accommodations will be reviewed on a case-by-case basis.
WETA and NewsHour Productions is committed to equal employment opportunity and providing reasonable accommodations to qualified candidates and employees pursuant to applicable law. This policy complies with all applicable laws and is informed by guidance from the Centers for Disease Control and Prevention (CDC) and local health authorities, as applicable.
EQUAL EMPLOYMENT OPPORTUNITY
WETA and NewsHour Productions are equal opportunity employers committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and internships. WETA and NewsHour Productions make hiring decisions based solely on qualifications, merit, and business needs at the time.