Coordinator Volunteer Resources (Gift Shop)

Work Area: 
St. Paul's Hospital Gift Shop
Base Site: 
St Paul's Hospital
Regular Full Time
Job Category: 
Management/Non Union
Patient Care Support
Support Services
Acute Care Hospital


Reporting to the Director, Mission Services, within the Mission portfolio of Mission, People & Ethics, the Coordinator, Volunteer Resources (Gift Shop) organizes, coordinates and implements the Volunteer Program for the St. Paul’s Hospital Gift Shop, and supports related PHC Gift Shops at other sites as required. The Coordinator works closely with team members, staff, volunteers, and community partners in developing and coordinating a meaningful and sustainable Volunteer Program that aligns to the Mission, Vision, Values and strategic directions of the organization.

This position is responsible for the cost effective and sustainable operation of the St. Paul’s Hospital Gift Shop, and the Volunteer Program that supports it and other PHC volunteer activities. Using marketing expertise, creative vision and a collaborative approach, the Coordinator ensures that the Gift Shop meets and exceeds diverse client and organizational needs and expectations. Develops a business case for the Gift Shop including goals and objectives; recruits, develops and supervises a team of volunteers who staff the Gift Shop; manages volunteer performance issues that may arise in related roles; manages and maintains merchandise and vendor contracts; establishes and maintains effective relationships with internal and external clients and vendors; supports the overall operations of the PHC Volunteer Resources program.


Demonstrated skill and experience managing volunteers and volunteer teams.
Ability to communicate both verbally and in writing effectively with volunteers, staff and the public in an appropriate, professional and courteous manner.
Ability to effectively manage contracts and relationships with external vendors such as credit card, Interac and retail partners.
Ability to develop and initiate marketing campaigns and strategies, utilizing all available marketing mediums and ensuring effective merchandising.
Demonstrated knowledge of current retail trends.
Demonstrated interpersonal, motivational, organizational and leadership skills.
Ability to promote and foster collaborative, respectful relationships with staff/volunteers while providing direction, guidance and feedback.
Ability to work independently and in a team environment.
Ability to organize, prioritize and balance work.
Ability to operate related equipment including standard desktop computer software applications.


Undergraduate degree in a related field. Minimum of three years’ experience in the coordination of volunteer resources, preferably in health care, and a certificate of Volunteer Management or the equivalent combination of education, training and experience acceptable to the organization. Three to five years’ recent, related retail management experience as well as experience in merchandising, marketing and advertising or equivalent combination of education, training and experience. Personal volunteer experience.


Develops and implements the Volunteer Program within the St. Paul’s Hospital Gift Shop, and as applicable, the Volunteer Program(s) across SPH and other PHC sites.
Carries out volunteer management activities independently and/or with other Volunteer Resources Coordinators, including recruitment, interviewing, orientation, training, recognition and management of volunteers.
Supervises, supports, monitors and recognizes Gift Shop volunteers.
Ensures the Gift Shop meets and exceeds the diverse client and organizational needs and expectations, through engagement, marketing expertise, creative vision and a collaborative approach.
Prepares annual goals and objectives, reviewed with the Director, Mission Services and, as applicable, Volunteer/Gift Shop Committee(s), and directs operations toward their successful accomplishment. Monitors and evaluates the success of the program. Implements improvements as required.
Reviews, updates and implements policies and procedures for Gift Shop operations and related volunteer management activities.
Manages and maintains merchandise and vendor contracts for PHC Gift Shops.
Establishes and maintains effective relationships with internal and external clients and vendors, and community partners.
Schedules the staffing of shifts with volunteers and arranges alternative coverage as needed.
Supervises volunteers to ensure the efficient operation of the St. Paul’s Hospital Gift Shop, the development of related volunteer skills, and to provide a satisfying experience for volunteers within their designated role(s).
Ensures a safe and secure environment for volunteers and staff.
Develops and delivers appropriate training for Volunteer Resources staff and volunteers regarding the retail environment (e.g., new merchandise, displays, effective sales,) and volunteer skills (e.g., navigating conflict situations, engaging with customers).
Develops internal and external marketing and sales plans to support sales goals, including employee sales, holiday sales, etc. Plans, schedules, organizes and presents special events and promotions.
Oversees bookkeeping regarding sales, payment of invoices, accounts receivable ledger and journals. Maintains the billing, collection and payments, and makes adjustments of defective merchandise and refunds. Prepares financial information for review and approval by the Director, Mission Services.
Maintains the operating and balancing accounts for credit card operation. Manages cash by checking and balancing register tape and sales sheet daily and balancing bank accounts monthly or as needed.
Establishes and maintains security procedures for the Gift Shop(s).
Coordinates year-end physical inventory of the SPH Gift Shop and supports the process at other PHC Gift Shops as required.
Keeps abreast of current trends and best practices within the field of Volunteer Management and Gift Shop/retail not-for-profit operations.
Ensures appropriate and effective communications about the Gift Shop(s) and the role of volunteers. Effectively uses social media channels and updates related websites and communications materials as needed.
Promotes a positive community profile for Providence Health Care and the Mission Services / Volunteer Resources team.
Participates as a member of the PHC Volunteer Resources team, within the Mission portfolio of Mission, People & Ethics. Shares responsibility with all Volunteer Resources Coordinators for the Volunteer Programs across all sites.
Performs other related duties as required.