POSITION DESCRIPTION

VOLUNTEER SERVICE ABROAD: TE TŪAO TĀWĀHI INC

POSITION TITLE: Operations Support Coordinator

REPORTING TO: Operations Manager Volunteer & Employee Engagement / Finance & Programme Delivery TENURE: Permanent Fulltime

BACKGROUND ON VSA

Volunteer Service Abroad - Te Tūao Tāwāhi (VSA) is ’s largest and most experienced agency working in international development. VSA sends Kiwi volunteers on overseas assignments to share their skills, experience and knowledge directly with local people and communities to make real, sustainable change. VSA focuses on people-centred development. We give great importance to manaakitanga which means we value respectful partnerships, working and learning together, cross-cultural understanding and the spirit of volunteering. VSA’s values and our strategic focus reflect our commitment to bringing the spirit of Te Tiriti O Waitangi to the philosophy and values of our international development programme. There are currently 25 staff working from VSA’s office, as well as field staff based in Timor- Leste, Bougainville, , , , , and . In addition, VSA has a number of contractual arrangements with other organisations to provide volunteer support and/or programme development in other countries. Although most of our staff placements and volunteer deployments overseas have temporarily been put on hold due to COVID-19 restrictions and uncertainties both within New Zealand and across the wider Pacific, VSA is continuing to recruit and build our talent pool of prospective volunteers so we can return to supporting our partner organisations and communities in-country as soon as we can. We also have a number of skilled New Zealanders currently working with partner organisations as e-volunteers remotely based in New Zealand, and sourcing and selecting more e-volunteers is currently the primary focus for our recruiters. VSA manages a range of development programmes in partnership with in-country partners, regional and UN partners and New Zealand partners, including NGOs as well as the private and public sectors. The purpose of VSA’s programmes is to support countries across the Pacific to build their own capacity and sustainability. This is done by engaging skilled, committed New Zealand volunteers to work with in- country partners on short or longer-term assignments. VSA’s work is funded primarily through its strategic relationship with the Ministry of Foreign Affairs and Trade and independently generated income. VSA is an independent, secular and not-for-profit organisation and is governed by a Council elected by the general membership of the organisation. VSA is registered in New Zealand as an incorporated society and is a registered with the Charities Commission. You can find more information at www.vsa.org.nz. VOLUNTEER & EMPLOYEE ENGAGMENT UNIT (VEE) The Volunteer & Employee Engagement unit encompasses VSA’s people-focussed activities, with people (volunteers and employees) being at the core of VSA’s purpose. The key focus is on enabling volunteers to have a positive and productive experience throughout their life cycle with VSA, to ensure VSA can deliver on its outcomes through its people. The team has three broad focuses, as follows: Volunteer operations (three Operations Support Coordinators and the Operations Manager) support VSA’s country programmes in managing the briefing of and deployment logistics for volunteers;

supporting Programme Managers in assignment development and volunteer coordination; and managing the return of volunteers and debriefing at the end of assignments. Volunteer recruitment (two Recruitment Advisers and the VR Manager) attracts prospective candidates, and recruits and selects approximately 100* volunteers annually (*pre-COVID figures) for VSA’s overseas assignments. Human Resources (comprising one HR Coordinator and the Director VEE) provides the full breadth of HR services relevant to the organisation’s employees as well as for volunteers on overseas assignments.

FINANCE & PROGRAMME DELIVERY UNIT (F&PD) VSA’s Finance & Programme Delivery unit comprises team members throughout the Pacific and in Wellington. The Programme Managers located throughout the Pacific develop country programmes, build relationships with overseas partner organisations, create assignments, and oversee VSA volunteer assignments. POSITION PURPOSE

The purpose of the Operations Support Coordinator role is to provide coordination, logistical and administration support to the volunteer journey at key points including supporting recruitment processes, briefing, deployment, return and debriefing; and maintain a working level of volunteer, partner and assignment knowledge to support the implementation of specific country programmes and different models of volunteering. As time permits, the role also provides support to wider organisational process improvements and as, required, supports and works across VSA’s other organisational units.

RESPONSIBILITIES

In all of the functions outlined below, the Operations Support Coordinator must use initiative and delegated authority appropriately, maintain an open accountability/reporting relationship with the Operations Manager, and work closely with Wellington colleagues, and Programme Managers (PMs) and other staff based in VSA’s overseas field offices. As part of a team-based approach, staff of the Volunteer & Employee Engagement team variously:  Work collaboratively to ensure a seamless transition through all aspects of the volunteer journey;  work directly with outgoing and returning in-country volunteers, as well as NZ-based volunteers through VSA’s e-volunteering programme;  work across organisational units on process improvement initiatives and areas of common interest, and provide support as needed;  backup colleagues and take on other work and share workloads, as required.

Volunteer On-boarding Logistics and Operations  Support volunteer recruitment and selection processes, which (depending on the incumbent’s interest and experience) may include participating in short-listing and/or on interview panels.  Following selection, prepare letters to partner organisations offering selected volunteers.  Effectively liaise with volunteers in pre-departure to ensure they are informed of and adhere to necessary timelines and processes.  Undertake administrative arrangements including the appropriate custom clearances, visas, work permits, and other required documentation for the duration of their assignment for departing volunteers and employees, and their accompanying partners, in accordance with the relevant Volunteer (or Employment) Contract. This includes sending congratulations/welcome email, generating contracts and contract variations (using templates provided), and organising details around medical clearances, baggage allowances, and travel arrangements.

Page 2 of 4

 Attend to administrative queries from Programme Managers, and maintain contact with departing and returning volunteers in relation to both specific administrative issues arising from the implementation of the Volunteer Contract and any queries relating to volunteer assignments.  Approve reimbursements and payments in line with volunteer and e-volunteer entitlements and administrative expenses within guidelines and pre-agreed limits and approvals.  Undertake administrative data entry of all volunteer assignments ensuring all necessary details are up to date on VSA’s centralised information management system.

Volunteer Briefings  Support (or as required coordinate as part of a team-based approach) arrangements for attendees to Volunteer Pre-Departure Briefing Courses including coordinating travel, providing admin support and answering questions as necessary.  Contribute to the development and improvement of pre-assignment briefing sessions (and as required, participate and present pre-assignment briefing sessions).  Maintain up-to-date information and insights on countries of responsibility to be shared with outgoing volunteers.

Process Improvement

 Work with the Operations Manager to advise HR of all concerns identified in relation to the volunteer contract.  Proactively contribute to discussions about how to improve systems and processes both at the operational and knowledge management level.  Be involved in improvements to how VSA measures its impact and reports on its operations.

Volunteer Return Logistics and Debriefings  Undertake administrative arrangements for returning volunteers and employees, and their accompanying partners, in accordance with the relevant Volunteer (or Employment) Contract, ensuring reimbursements are processed in a timely manner and liaising with VolunteerCare for returning medicals.  Coordinate volunteer debriefings by liaising with returning volunteers, counselling debriefers, relevant staff, and VSA’s travel providers.

Programme Support  Support Programme Managers and Volunteer Recruitment to ensure assignment and volunteer- related data is kept up-to-date, is easily accessible, is as complete as possible and is well- maintained using VSA systems and tools.  Maintain information resources essential to each allocated country programme, including country information packs for volunteers.  Provide advice and support to Programme Managers on VSA’s volunteer processes and systems.

Special Tasks  Contribute to VSA’s website content ensuring volunteer and partner organisation information is current and accurate.  Attend external events and functions as required.  Undertake other duties (consistent with the scope of this job description) as requested by the Operations Manager.

Special Feature of the Role  From time to time the recruitment and briefing of VSA volunteers may be undertaken outside of normal business hours, such as through occasional weekend “selections” and “briefings”, where

Page 3 of 4

candidates attend in Wellington. Along with other Operations staff, the Operations Support Coordinator may be requested to participate occasionally on these weekend selections and briefings, in which case appropriate Time Off In-Lieu will be granted for this weekend work.

In order to meet the changing needs of the organisation, this Position Description may require change from time to time. Such change may be initiated by the CEO.

Person Specification – Operations Support Coordinator

Essential

 At least 1-2 years’ successful experience in a professional administration or operational support role  Process-driven and keen attention to detail  Well-developed administrative, financial and organisational skills  Computer literacy, including proficiency with database email, spreadsheet and word-processing software  Strong customer service focus  Ability to self-manage and also work collaboratively with others  A high level of interpersonal and communication skills including: o An ability to establish and maintain effective working relationships at many levels with a range of people o A proven record of working with people from diverse cultural and social backgrounds in a sensitive manner o Strong written correspondence o Confidence and experience in making presentations (or willingness to learn)  A “can do” attitude, coupled with the flexibility and willingness to lend a hand where-ever it is most needed  Commitment to and understanding of the principles of the Treaty of Waitangi and bi-multi- culturalism

Desirable

 A background in development or an interest in working in the development sector  Experience of living or working in a Pacific Island nation

Page 4 of 4