• Status: Full-Time
  • Work Type: On-Site
  • FLSA Classification: Exempt
  • Benefits Eligible: Yes
  • Type: Company Employee
  • Category: Volunteer Services
  • Schedule: Monday – Friday, 8:30 AM – 5:00 PM
  • Wage Range: $75,000 – $85,000 per year

Position Summary

The Volunteer Services Manager is responsible for the leadership, development, implementation, oversight, and evaluation of the hospice volunteer program in accordance with CHAP Hospice Standards of Excellence, Medicare Conditions of Participation, and applicable requirements. This position ensures that Montgomery Hospice, Inc. maintains an active and ongoing volunteer program that provides day-to-day administrative and/or direct patient care services and supports compliance with the hospice volunteer requirement, in accordance with regulations. The Manager provides operational and strategic oversight of volunteer recruitment, onboarding, training, assignment, supervision, retention, documentation, and performance improvement activities to support the hospice.

Duties and Responsibilities

  • Develops, implements, and maintains a comprehensive volunteer services program that aligns with Montgomery Hospice, Inc.’s mission, vision, core values and goals, CHAP standards, and Medicare Conditions of Participation.
  • Ensures that Montgomery Hospice, Inc. meets and exceeds the CMS and CHAP standard of volunteer hours equal and/or exceed 5% of the total patient care and administration hours.
  • Ensures Montgomery Hospice, Inc. maintains an active program for recruiting, training, and retaining volunteers, as required under the hospice volunteer condition of participation.
  • Supervises Volunteer Coordinator and/or Volunteer Program Assistant staff, including delegation of responsibilities, performance management, coaching, and workload prioritization.
  • Attends or ensures that a coordinator/designee attends all IDG meetings as required by Medicare Conditions of Participation.
  • Develops annual recruitment and retention strategies, including working and developing relationships with community partners to promote Montgomery Hospice, Inc. and volunteer opportunities.
  • Collaborates with clinical leadership to integrate volunteer services into interdisciplinary hospice care and to ensure volunteer assignments are appropriate to patient, family, and organizational needs.
  • Establishes volunteer role descriptions, workflows, and assignment protocols for direct patient care volunteers, administrative volunteers, bereavement volunteers, and other approved specialty volunteer roles.
  • Leads the development of volunteer engagement programs, services, and communication strategies that foster high levels of volunteer participation, satisfaction, retention, and positive engagement with Montgomery Hospice, Inc.
  • Develops performance standards and tools for volunteers, providing coaching, counseling, re-assignment, or termination if necessary.
  • Coordinates volunteer recognition and engagement activities to promote retention, morale, and organizational connection.
  • Oversees systems for tracking volunteer hours and services and adherence to regulations and requirements.
  • Develops and maintains documentation processes that clearly identify volunteer activities, qualifying hours, and cost savings associated with volunteer services.
  • Participates in quality assessment and performance improvement activities related to volunteer services, including review of utilization, missed visits, service issues, incident trends, satisfaction, and opportunities for improvement.
  • Ensures volunteer files are complete, current, organized, and survey-ready for CHAP review, including application materials, screening results, orientation records, competency documentation, ongoing education, evaluations, and corrective actions as applicable.
  • Ensures compliance and oversees screening processes for volunteers, including application review, interviews, reference checks, background checks, health requirements, and licensure verification where applicable.
  • Ensures all volunteers receive orientation and ongoing education on hospice philosophy, confidentiality, HIPAA, safety, infection prevention, boundaries, communication expectations, cultural sensitivity, and role-specific responsibilities.
  • Maintains policies and procedures for volunteer services and updates them in response to changes in CHAP standards, CMS guidance, operational needs, and quality findings.
  • Serves as department representative during CHAP surveys, audits, and readiness activities and provides documentation and explanation of volunteer services processes upon request.
  • Performs other related duties as assigned in support of hospice operations and patient/family services.

Other Job Duties and Responsibilities

  • Maintain company equipment in a serviceable and functioning condition.
  • Will need to travel to MHI locations, as well as a variety of community events for community outreach.
  • All other duties as assigned.

Minimum Qualifications

  • Bachelor’s degree in healthcare administration, human services, social work, business, psychology, or a related field preferred.
  • Minimum of three years of experience in volunteer management, hospice, home health, healthcare operations, or a related service environment required; supervisory experience preferred.
  • Working knowledge of hospice philosophy, end-of-life care, interdisciplinary care processes, and volunteer program operations required.
  • Knowledge of Medicare hospice Conditions of Participation related to volunteer services, and familiarity with CHAP accreditation expectations preferred.
  • Strong organizational, communication, problem-solving, and leadership skills required.
  • Proficiency in Microsoft Office required. Ability to use electronic medical record systems, volunteer databases, JotForm, SignUpGenius, and reporting tools required.
  • A valid driver’s license, reliable transportation, and the ability to travel throughout the service area are required.
  • Ability to read, write, and communicate effectively, including familiarity with clinical information.

EEO Statement: Montgomery & Prince George’s Hospice is an equal opportunity employer and employs qualified individuals based on job-related qualifications without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, or protected veteran or disability status.