Community Engagement Associate, Operations – San Francisco Bay Area

Reading Partners is changing the education landscape. We are a leader in working to solve the literacy crisis in our country by leveraging community volunteers in under-resourced schools. Our diverse and expansive volunteer base provides one-on-one tutoring to students twice weekly, and our program is proven to help children master the reading fundamentals they need to unlock their potential as successful, happy, and confident readers in school and in life. Our people are our heartbeat and our greatest resource; we are all passionately rallied around our mission to help children become lifelong learners by empowering communities to provide individualized instruction that works. Join our stellar team leading the charge to deepen our impact and expand our service. Watch this video to learn more about Reading Partners.

The high level:

The Community Engagement Associate (CEA) of Operations is part of an energetic team of relationship builders working together to leverage Reading Partners mission in the community. The CEA-Operations main role is to support volunteer recruitment, retention, training, and celebration efforts for the region. Reporting directly to the Community Engagement Director of San Francisco Bay Area, the CEA-Operations leads regional operations for volunteer onboarding, compliance, and database management to provide excellent customer service, while efficiently engaging and onboarding a diverse and robust portfolio of volunteers to serve as literacy tutors in our reading centers. The CEA-Operations is relationship-focused, goal-oriented, and excited by both higher level and on-the-ground work.

What you ll do:

Each school year, execute on a comprehensive tutor onboarding strategy that provides efficiency, excellent customer service, and compliance with requirements from school partners:

• Collaborate with Community Engagement, Program, and Development teams to onboard a minimum of 1,200 tutors with a goal to increase this number annually.
• Manage the back-end process and logistics for new and returning tutors, ensuring tutors are eligible to tutor in a timely manner with 100% compliance for volunteer background checks and onboarding requirements:
• Schedule in-person, remote, and partner orientations for in-person and remote volunteer opportunities
• Provide Livescan fingerprinting services to potential volunteers
• Manage processes for additional onboarding requirements such as TB clearance, COVID vaccines, and technology checks as needed.
• Supervise one AmeriCorps Volunteer Coordinator who has a focus on operations and following up with tutors who are completing their background check requirements
• Manage the placement process for all regional volunteers by monitoring tutor distribution, and ensuring a smooth hand-off between CE and program departments that maximizes conversion rates to meet or exceed site level goals.
• Lead pipeline management workflow that improves volunteer speed of onboarding and conversion rates year over year
• Constantly seek ways to improve the tutor experience, especially related to tutor processes, systems, and compliance, ensuring timeliness and confidentiality of processes:
• Track and improve attendance for orientations
• Improve completion of onboarding requirements by continually monitoring and innovating upon workflows for regularly timed phone, email, and text outreaches
• Edit language in onboarding templates and phone scripts to improve readability and movement to action.

Oversee the regional Community Engagement databases in Salesforce and Google Drives to ensure accuracy, functionality, and efficiency:

• Create Salesforce Dashboards and reports to improve the team s ability to monitor tutors moving through the pipeline
• Lead processes for CE and Program to complete tutor, partner, student, and session data audits to track towards monthly and quarterly goals.
• Organize frequently used documents for the Community Engagement team
• Provide tech support to tutors and the SFBA region as a whole, liaising with National IT

Each school year, support the recruitment, hiring, and training for our Reading Partners AmeriCorps members toward successfully reaching or exceeding volunteer recruitment, retention and training goals, with support from the Community Engagement Manager, Community Engagement Director, Program Managers, and Program Director.

• Participate in interviews and onboarding for new AmeriCorps members.
• Manage 1 AmeriCorps Volunteer Coordinator in all aspects of work through coaching, professional development, managing goals, and retention through the term of service.
• Help lead trainings and assist AmeriCorps members throughout the region with volunteer recruitment, orientations, onboarding, and ongoing coaching.

Other duties as needed.

How you ll do it:

Relationship Development & Collaboration:

• Leverage existing relationships and build new transformational relationships in the community. Establish highly collaborative cross-functional relationships, and work effectively with all internal stakeholders for both organizational fundraising and program delivery. Celebrate wins with all stakeholders.

• Serve as an external face and evangelist for the literacy movement representing the organization at meetings and community events.

Communication:

• Externally, demonstrate the ability to genuinely promote Reading Partners and our mission through a variety of strategies. Provide excellent customer service to partners and volunteers. Have a high level of comfort with public speaking and with crafting mass communications. Be able to differentiate communication depending upon your audience.

• Internally, set up strong systems for communication and messaging, tailor communication to audiences, and contextualize messaging. Demonstrate a strong aptitude for effective communication, remotely and in person, with school and community stakeholders, and other Reading Partners staff. Be able to conduct difficult conversations with grace and ease.

Project Management:

• Create innovative solutions in the face of competition for resources, time, etc. with a high degree of adaptability and flexibility. Anticipate challenges and/or questions, and proactively execute solutions. Understand larger strategic priorities and make measurable progress against these larger goals. Be able to make quick, sound, and on-the-fly decisions that consider all stakeholders. See the bigger picture and also drill down to smaller details to connect the dots.

Leadership & Management:

• Demonstrate a genuine interest in coaching, inspiring, and developing emerging professionals toward goals. Demonstrate an ability to provide clear guidance and goals, to delegate, and to provide growth opportunities while supporting progress along the way.

• In collaboration with regional managers, support the recruitment, hiring, onboarding, and delivery of high-quality training to AmeriCorps members and volunteers. Support our emerging national network of community engagement staff. Demonstrate a strong ability to manage up to supervisor and across teams.

Data and Technology Expertise:

• Serve as the internal expert on all data management systems we use. Lead trainings for staff and AmeriCorps members to increase the internal team capacity in using systems such as Salesforce, Excel and Google Sheets.
• Serve as regional tech lead to provide assistance to tutors and AmeriCorps members with new software and online platforms.

About you!

You ll be successful in this role if you:

• Demonstrate knowledge of the San Francisco Bay Area education landscape and broader community
• Have 2+ years of progressive experience in customer service, marketing, client management, community organizing or similar field
• Have database management experience and high level of comfort with MS Office, Google Apps (especially Google Sheets/Excel)
• Have direct management experience of volunteers, interns and/or emerging professionals
• Have access to reliable transportation to travel within a defined geographic region on a daily basis (when needed)
• Have reliable internet access, to be able to work from home (when needed)
• Have flexibility and adaptability in work style and work schedule, including some night and weekend time
• Hold a Bachelor s degree and/or equivalent experience
• Can prove eligibility to work in the U.S. legally
• Boast a deep belief in our mission
• Root your work in our core values
• COVID-19 vaccination is required unless a medical or religious accommodation is requested and approved. Please review our Vaccination Policy.

Bonus Points if you:

• Have experience working in the launch phase of projects or programs
• Are an AmeriCorps, Peace Corps, or other national service alum/alumna
• Have experience with public-speaking, presentations, or trainings for diverse audiences

What we offer:

Reading Partners offers the full package – great benefits, a great place to work, and the opportunity to have a glowing and growing career.

• We offer a competitive salary commensurate with experience. This is a full-time, non-exempt, hourly position. Pay rate for this position is $24.00 per hour.
• We offer a comprehensive benefits package, including medical, dental, vision, disability, life insurance, flex spending accounts, generous paid time off, commuter benefits, 403(b) option, and Employee Assistance Program (EAP).
• We offer an exciting and dynamic culture, and we commit to investing in and supporting our amazing people to grow their careers with us.

The other things you need to know:

• Travel: This position splits time between our offices in San Francisco and Oakland, and remote work. This position travels regularly throughout the San Francisco Bay Area. We will follow safety protocols set by the city and the school district. We may modify our travel schedules and expectations accordingly.

What s Next?

If you re interested in joining our Reading Partners team, please submit the following application materials to our online job posting:

• A cover letter describing your interest in Reading Partners and how your past experience has prepared you for this role. Please include your compensation needs.
• Resume