8.0 Volunteer Program Role
This section outlines the Operations Coordinator’s responsibilities within the Volunteer Program. In this role, the Operations Coordinator serves as the head of the OSSO site and ensures smooth, consistent, and effective volunteer operations.
The Operations Coordinator also holds responsibilities on the development side of OSSO, but those duties fall outside the scope of this handbook. The following sections focus solely on their role within the volunteer program.
8.1 Purpose of the Position
The main purpose of this role is to maximize the positive impact of OSSO on the lives of children in orphanages and on the experience of our volunteers. This is achieved through meticulous coordination, unconditional support, and the strategic implementation of initiatives that address the direct needs of the orphanages while optimizing volunteer engagement.
8.2 Schedule and Availability
Operations Coordinators are full-time site leaders and are expected to maintain a consistent presence at the OSSO compound during the regular workweek. Because they are responsible for the continuity and safety of site operations, they must also remain reasonably available outside standard hours for urgent or time-sensitive matters.
8.3 Excursions
Operations Coordinators oversee the planning and execution of weekly volunteer excursions. These outings are designed to provide cultural enrichment, promote group cohesion, and give volunteers an opportunity to experience the local community. The Operations Coordinator ensures that excursions are safe, well-organized, and aligned with OSSO’s standards. They are responsible for booking, leading, and actively participating in weekly volunteer excursions.
8.4 Orphanage Outings
Occasionally, orphanages may organize special outings that include both OSSO volunteers and the children in their care. When these opportunities arise, the Operations Coordinator oversees the coordination of the outing in collaboration with the orphanage. This includes confirming timing, arranging transportation, and ensuring that the outing is appropriate, safe, and aligned with OSSO’s expectations.
The Operations Coordinator determines the number of volunteers needed for the outing and collaborates with the DOVEs to adjust volunteer assignments as necessary. If volunteers must be pulled from their regularly scheduled orphanage shifts, the Operations Coordinator communicates these changes directly to the affected orphanages and works with the DOVEs to ensure that volunteer schedules are updated accordingly.
In this process, the Operations Coordinator serves as the liaison between the orphanages and the DOVEs, facilitating clear communication and maintaining smooth coordination across all impacted sites.
8.5 Housing Repairs and Maintenance
The Operations Coordinator oversees all repairs and maintenance for the OSSO housing. While repair needs are often identified first by volunteers or DOVEs, the Operations Coordinator is responsible for coordinating and managing the repair process. This includes obtaining quotes, securing necessary approvals, scheduling repair personnel, documenting repairs, and ensuring that all work is completed to OSSO standards.
If the Operations Coordinator is unavailable, DOVEs may temporarily assist with identifying and reporting repair needs, and may coordinate minor maintenance as needed. However, the Operations Coordinator retains primary responsibility for ensuring that all repairs are completed safely, appropriately, and in accordance with OSSO procedures.
8.6 Scheduling
The DOVEs are responsible for creating and managing the weekly volunteer schedule. The Operations Coordinator provides training, guidance, and oversight to ensure that the scheduling process aligns with OSSO standards and supports the needs of partner orphanages. The Operations Coordinator ensures that DOVEs understand the scheduling structure, expectations, and priorities for the site.
When orphanages request changes or communicate new needs, the Operations Coordinator relays this information to the DOVEs so that the schedule can be adjusted appropriately. The Operations Coordinator ensures that any required modifications are clearly communicated, promptly addressed, and aligned with program priorities, while the DOVEs carry out the actual scheduling adjustments.
8.7 Volunteer Coordination and Support
The Operations Coordinator supports and guides the DOVEs in their responsibility to train, mentor, and assist volunteers throughout their service. This role provides the broader direction and context needed to keep volunteer support practices aligned with OSSO standards and responsive to the needs of partner orphanages. In addition, the Operations Coordinator offers continuity across semesters, assists the DOVEs when volunteer concerns extend beyond day-to-day guidance, and facilitates coordination when orphanage needs or expectations require adjustments to volunteer support practices.
8.8 Training and Orientation
The Operations Coordinator is responsible for training incoming DOVEs on the site-specific logistics, expectations, and operational practices unique to their location. While the OSSO office provides the foundational training—covering universal policies, organizational philosophy, safety principles, and program-wide standards—the Operations Coordinator ensures that DOVEs understand how these principles apply within the context of their particular site.
This site-level training includes the practical and structural nuances essential for effective onsite leadership, such as local orphanage dynamics, communication protocols, scheduling practices, site-specific safety considerations, and the operational rhythm of the volunteer program. Training is typically provided in the months leading up to the DOVEs’ arrival and may occur through a combination of synchronous video calls, asynchronous communication, and ongoing WhatsApp coordination.
In fulfilling this role, the Operations Coordinator ensures that DOVEs receive the context, clarity, and operational understanding needed to implement OSSO’s standards consistently while adapting effectively to the needs and structures of their assigned site.
8.9 Communication & Relationships
The Operations Coordinator fosters clear, respectful, and consistent communication across the site, supporting effective collaboration among DOVEs, volunteers, and orphanage partners. While DOVEs manage most daily communication with volunteers, the Operations Coordinator oversees the broader communication framework to ensure that information is shared accurately, professionally, and in alignment with OSSO standards.
When changes arise—such as adjustments to scheduling, excursions, orphanage outings, or other deviations from routine—the Operations Coordinator communicates these updates to the DOVEs verbally when needed and then provides written follow-up via email. Email serves as the official, searchable record of changes and ensures that DOVEs can reference updates clearly without having to sort through ongoing WhatsApp conversations. This practice promotes clarity, accountability, and continuity across semesters.
The Operations Coordinator also serves as a key liaison between orphanages and OSSO. This includes facilitating communication between orphanages and volunteers, as well as maintaining a two-way reporting line with OSSO leadership. Site-level volunteer needs, concerns, and operational observations are communicated to the Volunteer Program Director, while information related to donations, projects, and the impact of OSSO’s support is communicated to the Development Director. Through this dual reporting role, the Operations Coordinator helps ensure that both volunteer operations and development initiatives remain closely aligned with the needs and realities of each orphanage.
8.10 Visa Extensions
The Operations Coordinator oversees all local visa extensions and immigration-related requirements for volunteers whose service exceeds the standard entry period of the country in which they serve. This includes helping volunteers understand the necessary steps, preparing them for required appointments, and guiding them through site-specific procedures.
When immigration obligations affect a volunteer’s availability, the Operations Coordinator coordinates any needed schedule adjustments with the DOVEs to maintain continuity in site operations. Through this support, the Operations Coordinator ensures that volunteers remain compliant with local laws while minimizing disruption to the volunteer program.