Volunteer. Title: Visitor Services Volunteer. Location: Melbourne Zoo

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1 Volunteer Title: Visitor Services Volunteer Location: Melbourne Zoo Description: Visitor Service Volunteers (VSVs) will play a pivotal role in assisting staff to deliver a world class visitor experience at Melbourne Zoo, by ensuring the delivery of exceptional customer service to all of our members and visitors. About Zoos Victoria Zoos Victoria operates world-class zoos on three sites: Melbourne Zoo, Healesville Sanctuary and Werribee Open Range Zoo. Our vision is to be the world s leading zoo-based conservation organisation through our commitment to fight extinction. Zoos Victoria provides innovative wildlifebased recreation and learning experiences that inspire and facilitate visitors to take conservation actions that make a measurable and positive difference. Volunteers play a very important role in the life of Zoos Victoria. They contribute to the success of Zoos Victoria by furthering our reach and capacity in fighting extinction, adding value to a visitor s day, and complement, not replace, our paid workers. Key details of the volunteer role What will you be doing? Acknowledging members and welcoming visitors in a friendly and engaging way and assisting to direct them to various precincts, informing them about keeper talks and presentations Assisting visitors in their onward journeys including knowledge of public transport locations, other major attractions etc. Offering visitors the opportunity to participate in guided tours hosted by volunteer tour guides. Informing visitors about various engagement spaces (manned by engagement volunteers) that promote Zoos Victoria conservation campaigns Supporting safe and effective visitor movement in intense traffic and high pressure areas especially during special events or on days of high visitation Assisting staff in effective lost child/person search, management and resolution Assisting staff in effective first aid case resolution where appropriate and required (not delivering first aid) Assisting staff and visitors in providing access to mobility services (collecting and delivering wheelchairs and pushers when required) Volunteer Role Description Visitor Service Volunteer Role Page 1 of 5

2 Providing support for a variety of zoo events including Zoos Victoria Foundation, key stakeholder and special visitor events (Twilights etc.) Promoting opportunities to enhance visitor experience via free keeper talks or paid behind the scenes encounters Maintaining strong visitor focus ensuring we are always meeting and often exceeding our visitors expectations in all interactions Assisting car park staff during periods of high visitation to ensure visitor frustration is kept to a minimum via dissemination of accurate and up to date information and directions to available parking. Who are we looking for? The Visitor Services Volunteers are friendly, engaging, courteous, outgoing and keen to help, flexible and responsive to workplace and customer needs. As such we are looking for people who have; A good understanding of best practice customer service with proven skills in understanding and adapting to a range of visitor needs A strong focus on working cooperatively with others and team success Well-developed skills to adapt to an unpredictable environment including the ability to remain calm under pressure Capacity and willingness to accept instructions from staff and team leaders Ability to work independently in a team environment Excellent interpersonal and communication skills within a diverse environment Desire to learn and develop by participating in training opportunities to expand knowledge and cultivate new skills. Excellent time keeping and commitment to attendance of agreed shifts Enthusiasm for wildlife conservation with a strong interest in the environment Able to communicate confidently and clearly in English Knowledge of a second language (including Auslan) is welcomed Pathways to other volunteering at Melbourne Zoo Those VSVs who successfully complete their 3 month probation and have the shown the necessary commitment and displayed initiative and strong Volunteer Role Description Visitor Service Volunteer Role Page 2 of 5

3 team values, will be invited to either continue in the role of VSV or apply for positions within other active volunteer areas (as needs dictate and volunteer credentials meet) These roles are; Visitor Engagement Learning Experience Keeper Kids Horticulture Those who wish to remain in the role of VSV but are only able to participate in a seasonal role (school holidays, public holidays, special events etc.) will be able to negotiate their time commitment at the end of January. Commitment Shifts are 8.45am to 4.30pm each day from Monday to Sunday. Volunteers must meet a minimum commitment of at least 1 day per week Volunteers may also opt to take on additional shifts which can be arranged with the volunteer coordinator Each volunteer is required to serve a 3 month probationary period before they are able to apply for other volunteer roles within the volunteer program. Benefits to you Training Volunteers will: have the opportunity to contribute in a valuable way to Zoos Victoria s continuing goal of being the world s leading zoo based conservation organisation be part of a team of friendly, dedicated and likeminded people participate in training that will assist in building knowledge and teach new skills that can be utilised in daily duties Receive a range of benefits including discounts, invitations to special events, regular news updates and discounted membership after 12 months of volunteer service. All new volunteers must attend and complete training in the mandatory Zoos Victoria Core Module, which includes training units such as volunteering at the zoo, safety and emergency procedures, and providing positive visitor experiences. One day of training is required to fulfil this commitment. This training has an assessment component that must be completed and passed before the volunteer begins their volunteer role. In addition, specialist training will be provided for this role and completion of an additional Visitor Services training unit. These units are: Our members and visitors; working with the public one half day Visitor Services a hands on practical guide one half day Visitor Services training requires an additional one day commitment to complete. Visitor Services training will also have an assessment component that will need be passed before the volunteer begins their duties onsite. Volunteer Role Description Visitor Service Volunteer Role Page 3 of 5

4 Costs Location Costs: For all membership costs see this will be reduced substantially after 12 months volunteering service. Working with Children Checks are free for volunteers, however, you will be required to supply a current passport sized photograph at your own expense. A uniform shirt, wide brimmed hat will be supplied to all probationary volunteers. Probationary volunteer must supply their own trousers or shorts during the first 3 months. These must be of an approved colour (tan/beige/light brown) and style. More information will be provided during the assessment centre sessions. After 3 months, probationary volunteers will be issued with trousers at no charge. Melbourne Zoo Requirements Current Working with Children Check Zoos Victoria Membership Compliance with the Code of Conduct Wear the uniform provided 18 years + Must be able work safely and effectively in an outdoor environment performing duties which require a mixture of stationary tasks and movement around large areas of mixed terrain Dedication to wildlife, wild places and the goals of Zoos Victoria Selection Process Prospective volunteers are encouraged to review the information below and follow the instructions on how to apply. Applications will be individually assessed Eligible volunteers will be invited to attend an assessment centre with other prospective volunteers where they will learn more about the role and participate in relevant activities to help us asses an applicant s suitability for the role. Once assessed all applicants will be informed of the outcome and successful candidates will be invited to attend the training sessions Important Information before applying to volunteer for Zoos Victoria Before applying for this volunteer position please consider the following information; Becoming a volunteer within any of the Zoos Victoria properties does not automatically guarantee entry to staff positions within any of Zoos Victoria facilities or precincts. Volunteers at Melbourne Zoo do not handle animals or assist in their direct care as per a keeper or veterinarian role. There are currently no rolls for volunteers in these capacities. We thank you for your interest in joining us, however if this is the motivation or expectation for joining our program you may soon become Volunteer Role Description Visitor Service Volunteer Role Page 4 of 5

5 disappointed and disenfranchised, so please consider your application carefully. At Zoos Victoria, we attract many different types of visitors and volunteers from a wide range of backgrounds, ages, ethnicities and cultures, physical and mental capabilities. It is important that you are confident to comfortably deal with a diverse range of people without prejudice and in a way that at all times respects these differences. Our volunteers are customer service and education orientated, dedicated to providing an excellent visitor experience and educating our visitors and members about the challenges faced in fighting extinction and promoting conservation. Actively participating in these aspects of life at Zoos Victoria and supporting your team should be the focus of all volunteers. Equity and accessibility Adults of all ages, backgrounds, abilities and skills are encouraged to become Zoos Victoria volunteers. Minimum age requirement is 18 years and there is no upper age limit as long as you continue to be fit, active, able and willing to learn and remember new information and adapt to change as the Zoo develops. Melbourne Zoo is wheelchair accessible. How do I apply for this volunteer opportunity? Compile a short application answering the following questions: why volunteering at Zoos Victoria appeals to you what role does excellent visitor service play in connecting our visitors to our Zoos Victoria s extinction fighting aims? your previous experience and suitability with this role (can include CV if you feel it s helpful) availability contact information Please send you application, with the subject line Application for Visitor Services Volunteer to mzvolunteers@zoo.org.au Volunteer Role Description Visitor Service Volunteer Role Page 5 of 5