Volunteer Role Title: Thrift Shop Manager

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The Salvation Army International Mission Statement

The Salvation Army, an international movement, is an evangelical part of the universal Christian Church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human need in His name without discrimination.

The Salvation Army Australia Territory’s Mission and Values

Mission Values The mission of The Salvation Army The values of The Salvation Army Australia Territory are: Australia Territory is:  Integrity  Caring for People  Compassion  Creating Faith Pathways  Respect  Building Healthy  Diversity Communities  Collaboration  Working For Justice

All volunteers in The Salvation Army are expected to act in accordance with The Salvation Army Australia Territory’s mission and values and comply with The Salvation Army’s Code of Conduct, policies and procedures. These will be provided to you on commencement of your role.

Purpose of the role

The Salvation Army Thrift Shop has an important role in raising much needed funds to enable The Salvation Army Corps to serve the needs of the local community, whilst providing an environment where customers and volunteers alike are treated with the dignity and respect reflected in the values and mission of The Salvation Army.

The Thrift Shop Manager oversees and leads the operations of the store ensuring quality customer service, diligence in cash handling and banking, quality sorting of donated goods, pricing and maintaining the general appearance and upkeep of the shop. Equally important, the Thrift Shop Manager is responsible for fostering a culture of inclusiveness and community spirit amongst the volunteer team, which will in turn enhance the customer experience in the store.

The Thrift Shop Manager is ideally an active member of the corps the shop supports & ensures that as well as raising the funds required has an effective focus on mission to impact on the volunteers & customers alike & seeks to link them into the wider corps.

The Salvation Army Australian Territory - Jan 2017 1 G:\Volunteer\Volunteer Resources\E. All_resources\A. Regular ongoing volunteers\1. Plan\Role profiles\Corps Roles\Corps roles Personal Qualities/Attributes Required for Role

 Treats everyone with dignity and respect  Encourages and co-operates with others to achieve common goals  Finds ways to work better and smarter  Generates options and ideas  Recognises impact of own behaviour and emotions on others  Is reliable and trustworthy

Generic Role Competencies

 Drives ownership of and adherence to vision, mission and values  Models and promotes teamwork and collaboration  Actively and calmly works to solve problems and resolve conflicts  Facilitates effective workplace communication  Delegates activities appropriately  Consistently communicates with workers about safety  Ensure that stock is rotated effectively & disposed of appropriately at the conclusion of its sale life

Role Required Tasks

Key tasks of the Key Activities Expected Outputs and measures Role Achieve budget  Work with Corps Officers to set and  Store budgets achieved within 5% and grow sales & achieve annual budget & mission  Sales recorded each day and forwarded achieve mission strategies to corps officers each week objectives  Track daily sales in line with targets  Quarterly seasonal promotions along  Design and implement promotions when with a weekly special promotion required  Exploration of one new idea to grow  Work with Corps Officer to seek additional business each year ways to promote and grow shop income  Implement donation promotions each  Determine effective ways to provide season mission opportunities in line with corps’  Promote seasonal celebrations eg. mission objectives Christmas/Easter with store window displays  Consider a shop chaplain, establish a ‘quiet area’ where customers could share coffee & informally chat Volunteer  Recruit and train new volunteers  Follow up all volunteer enquiries. Supervision & (quarterly induction & training sessions Interview all new volunteer applicants. Management held) … Volunteers inducted at commencement  Ensure a sufficient number of capable and adequately trained according to the volunteers are available & ‘on call’ to requirements of each task respond to any situation that may  Volunteer rosters in place eventuate  Each shift must have Manager or Day  Recruit and train Assistant Manager Supervisor. Regular meetings (min. and/or Day Supervisors monthly) with Assistant Manager and 2 Key tasks of the Key Activities Expected Outputs and measures Role  Guide and mentor volunteers in their Day Supervisor to address operational work practices, ensuring their activity is and staffing matters. consistent with The Salvation Army  Conduct regular team meetings to mission and values address operational matters as well as  Work with job agencies to recruit reinforcing TSA mission and values volunteers and to administer Work for the  Regular contact with relevant agencies. Dole candidates and their activity where All WFD contracts must be reviewed by this is possible corps officer  Maintain Volunteer Management System  VMS updated weekly with all new (VMS) volunteers data  Celebrate volunteer milestones (years of  Organise volunteer acknowledgement service) and special occasions such as events (incl. years of service) during birthdays *National Volunteer Week (May) and *International Volunteer Day (5th Dec). Special occasions as they occur throughout the year (could work in conjunction with a similar event held by the corps) Oversee and  Ensure volunteer team sorts and prices all  All items priced appropriately as per manage thrift items maintaining consistency Thrift Shop guidelines shop activities  Ensure volunteer team regularly updates  Update merchandise and mannequins at displays, including mannequins least weekly or as required  All bric-a-brac, clothing and display is  Ensure shop is presentable and inviting at neat, ordered, clean and dust free all times  Signage is printed, never hand-written  Ensure stock is displayed in accordance  Ensure stock is rotated and discounted with Thrift Shop guidelines and in-store according to schedule signage is clear and professional  Ensure sales are processed in an accurate  Ensure stock is replenished and regularly and timely manner at point of sale and rotated according to stock cash is banked daily rotation/discount schedule  Prepares agenda items for staff  Cash handling – cash and credit card meetings, assumes the role of recorder transactions, end of day reconciliation and at these meetings (chaired by corps banking officer)  Ensures regular (quarterly) staff meetings are held Provide quality  Greet all customers in a warm and inviting  All customers to be acknowledged when customer service manner. Offer assistance and advice on they enter store. Provide assistance as selections. Encourage and coach team to required. Coach team on good customer do the same. service and provide feedback and  Answer phone calls politely and return encouragement. messages promptly  Phone calls answered within 3 rings  Refer people to appropriate Salvation where possible and messages responded Army services. to within 24 hours  Accurate information provided to customers. Seek advice from corps

The Salvation Army Australian Territory - Jan 2017 3 G:\Volunteer\Volunteer Resources\E. All_resources\A. Regular ongoing volunteers\1. Plan\Role profiles\Corps Roles\Corps roles Key tasks of the Key Activities Expected Outputs and measures Role officers or TSA for accurate information.  Any pastoral care requests passed on to corps officer by the COB … Maintain a safe  Ensure all volunteers, TSA employees and  All staff and volunteers trained in WHS and healthy visiting contractors follow WHS policies procedures at induction environment and procedures and that you are  All WHS Accidents/Incidents and hazards demonstrating good WHS practice reported to Corps Officers according to  Ensure customers are safe at all times procedures  Ensure safe standard operating  Ensure all volunteers adhere to the safe procedures are in place and updated standard operating procedures and where necessary, and all volunteers hazard inspections are carried out adhere to them. Regular hazard according to TSA’s Hazard Inspection inspections. schedule  Ensure electrical items (both stock and  Ensure all walkways and change rooms store equipment) are tested and tagged are clear of obstruction and trip hazards  Ensure hazardous substances are properly (ie cords, rugs) stored and the Materials Safety Data  Ensure testing and tagging is up to date Sheets (MSDS) are up to date and are and all stock is sold with a tag issued by a easily accessible qualified tester  Monitor and remove waste  Waste removed from shop floor daily or  Ensure First Aid Kit is fully stocked sooner as required and all waste cleared from Thrift Shop site on a weekly basis  Ensure fire extinguishers and smoke alarms are regularly checked by  Monthly audit of First Aid Kit contractor  Advise corps officer if fire  Ensure air conditioning/heating and extinguishers/smoke alarms are due for lighting is functional service  Ensure staff amenity (toilets, kitchen) are  Advise corps officer as soon as possible if kept clean and tidy. Encourage team air conditioning/heating or lighting is not members to help maintain these areas. functioning or is due for service.  Any goods dumped at the front of the  Staff amenity is kept clean and tidy at all shop out of shop hours is removed as times soon as practicable  An adequate space is provided for  Display a sign that clearly states the volunteer floor staff to have a sit down dumping of goods out of shop hours is break prohibited (discouraged) Security  Ensure that all doors and windows are  No doors or windows are left open when mai checked on arrival and departure from store is unattended ntai store  Days takings to be banked at the end of ned  Bank days takings daily each day of trade  Ensure cash handling procedures are  Cash must always be counted by 2 followed people and balanced with ‘Z’ slip from  Ensure stock loss (theft) is minimised cash register  Ensure point of sale area is always  Ensure that there are at least 2 people in monitored shop at all times and that all customers are greeted and their activity monitored. 4 Key tasks of the Key Activities Expected Outputs and measures Role  Keep valuable items locked in display One team member at point of sale at all cabinet times  Keep staff areas locked  Ensure change rooms are checked after  Secure and close store at the end of the each use and empty coat hangers day removed & any rubbish disposed of  Check that the windows are locked, radio, lights and air conditioner/heating are switched off at the end of day  Check that any rear entrance is suitably locked before front of shop is locked  Any indoor security lighting is set to come on at appointed time.

Qualifications and experience requirements for the Role

 Experience in customer service  Experience in managing a team  Some retail experience desirable

Mandatory requirements of the Role

 Fully complete The Salvation Army's volunteer registration process  Current Police Check* as money handling is involved  Working With Children Check required if working with team members under the age of 18

Roster & time commitment

 15 hours per week over 2 or 3 days

Print Name: Date: Volunteer’s Signature: Print Name: Date: Corps Officer’s Signature:

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