Description
Position Summary
The Family Case Manager & Volunteer Coordinator serves as a central point of support for families navigating childhood cancer and for the volunteers who help deliver Arizona Cancer Foundation for Children’s programs. This position builds trusted relationships with families, identifies needs, coordinates access to ACFC services, documents family interactions and follow-up, and helps create a welcoming experience for children and caregivers. The role also leads day-to-day volunteer recruitment, onboarding, training, scheduling, communication and engagement so volunteers are prepared to serve families effectively and uphold ACFC’s standards.
Essential Responsibilities
Family Case Management & Support
Build supportive, professional relationships with children, caregivers and other family members impacted by childhood cancer.
Identify family needs, explain available ACFC services and coordinate appropriate program support in accordance with established eligibility guidelines, policies and procedures.
Receive and process assistance requests, complete timely follow-up, and help families navigate barriers to accessing services.
Maintain accurate, timely and confidential case notes documenting family communication, program participation, assistance provided, outcomes and required follow-up.
Maintain a clear and current understanding of ACFC programs, resources, service changes and community referral options.
Use the assigned work phone and approved systems for family communication and case documentation.
Escalate complex situations, unresolved concerns, safety issues or loss of family contact to the Program Director and provide relevant updates.
Family Engagement & Program Support
Create a warm, inclusive and child-focused environment during Sunshine Visits, family activities and other on-site programs.
Engage children through age-appropriate play and assist with projects, activities and special experiences for cancer warriors and their siblings.
Contribute new ideas that keep ACFC’s play spaces, activities and family experiences engaging, safe and responsive to family needs.
Interact appropriately with children, adults, therapy animals and their handlers while following all applicable safety and program protocols.
Volunteer Coordination
Serve as the primary contact for prospective and active volunteers, providing clear guidance from initial inquiry through placement and ongoing service.
Recruit volunteers and interns through community outreach, email communication, volunteer databases and other approved channels.
Collect and maintain accurate volunteer records, including contact information, availability, interests, skills, training and service hours.
Match volunteers with appropriate family programs, events, administrative projects and other opportunities based on organizational needs and each volunteer’s skills and availability.
Coordinate orientation, training and on-the-job support so volunteers understand their responsibilities, boundaries, safety expectations and ACFC standards.
Maintain volunteer schedules, communicate changes promptly and help ensure reliable coverage for programs, events and organizational needs.
Keep volunteers informed about ACFC, upcoming opportunities and ways to stay engaged, including preparing regular volunteer communications or newsletters.
Address performance, conduct or qualification concerns professionally and respectfully in accordance with ACFC policies and established protocol.
Support community donation efforts, including coordinating volunteers who help collect, sort, organize and maintain donated items and inventory.
Collaboration & Administration
Maintain clear, consistent communication with the Program Director regarding family needs, case updates, volunteer coverage, service delivery and emerging concerns.
Coordinate with ACFC team members, community partners and third-party providers to support families and carry out programs effectively.
Provide family and program support when the Program Director is unavailable, within the authority and protocols established for the position.
Track volunteer participation, outcomes and feedback, and provide regular reports to support program evaluation and planning.
Assist with volunteer marketing materials, procedures, training resources, evaluation tools and continuous improvement efforts.
Represent ACFC professionally in community settings and speak on behalf of the organization when requested.
Follow ACFC policies, confidentiality requirements, safety practices, codes of conduct and service protocols at all times.
Perform other duties as assigned to support ACFC families, volunteers, programs and organizational priorities.
Requirements
Qualifications & Skills
Experience in case management, human services, family support, nonprofit programs, volunteer coordination or a related role is preferred.
Exceptional interpersonal skills and the ability to communicate with empathy, patience and professionalism.
Strong written and verbal communication, presentation and relationship-building skills.
Highly organized, detail-oriented and able to manage multiple families, volunteers, schedules and priorities.
Sound judgment, ethical behavior, discretion and a strong commitment to confidentiality.
Effective problem-solving, research, decision-making and follow-through.
Comfortable leading, motivating, training and holding volunteers accountable in a respectful manner.
Proficient with Microsoft Office and comfortable learning databases, scheduling platforms, case-management systems and other technology.
Flexible and adaptable, with the ability to respond calmly to changing circumstances and program needs.
Work Requirements
Reliable personal transportation for work-related travel.
Availability for a variable schedule that may include mornings, afternoons, evenings and weekends based on family, program and event needs.
Ability to work on-site and participate actively in family programs, volunteer activities and events.
Ability to lift and move up to 50 pounds as needed for donations, supplies, program materials and events.
