The Program Specialist â Visitor Experience will report to the Program Manager â Program Development and be part of the Executive Office team. Â This individual will coordinate communications with all visitors to the USC SF whether they are in person, online or on the phone.Â Â They will be responsible for coordinating the visitor experience program, including determining the program and agenda for visits, liaising with department staff, scheduling spaces and hosting visitors.Â They will support staff across the institute who participate in visits.Â They will also be responsible for coordinating the interactive exhibits housed at the USC Shoah Foundation, which will require a facility and ability with technology.Â They will also be required to write manuals, scripts, and guides and Â train and oversee volunteers who will serve as docents and student workers from time to time.Â The position also works closely with Operations department, Communications, and Advancement team.
The ideal candidate will have an understanding of the history of the events documented in the archive and have experience in communicating with external visitors.Â They will have an understanding of the institute and its audiences.Â They will have experience working with volunteers and managing exhibits similar to those one would find in a museum.Â Â They will be service oriented, personable and welcoming.
Provides the professional service of program coordination for visitor experience program a program that supports development and programmatic outcomes across the institute.They will assist in the managing of the program, budgeting and be responsible for providing program services:
Responsible for managing the scheduling, coordination and program for a wide range of visitors:
Maintains the visitor experience program including pathways, level of service by visitor category, collaterals, and interactives;
Deeply understands the work of the institute and how it is represented in the interactive exhibits;
Monitoring and reporting on visits;
Working with departments to schedule participation in visits;
Creates and publishes agendas for visits;
Determines collateral and call to action post visit;
Works with communications to update channels regarding visits and feeds photography and captions to social media;
Determining policies around visitors experience in collaboration with staff;
Understands and can cogently articulate the work of the institute to visitors
Facility with Microsoft Outlook and Excel; use of tracking CRM
Coordinates with Advancement to host development visits;
Recommends changes to or additions of contents
Manages the system and keeps it in good working order
Trains staff on the proper use of all interactives and system technology used in visits
Manages VHI email address and phone inquiries from visitors to our virtual and live sites
Coordination with Scheduler and Operations Department
Manages the functions and features of the Epstein Welcome Center
Responsible for the evaluation of the program and services and making recommendations for revision:
Works with external vendor and internal team to establish categories of visits, agendas and pathways for visits
Tracks and analyzes experience of visits and adjusts accordingly
Coordinates with departments to ensure high level of service, coordination and cooperation
Monitors technical issues and works with service provider to address to ensure experience quality
Works with content departments to regularly update interactives.
Researches and identifies visitor needs and modifies services or program accordingly; supports special events for visitors:
Remains up to date on programs and developments in the institute.
Monitors requests and feedbacks in order to update visit program/pathways/visit experiences accordingly
Coordinates and leads special events that are focused on use of the interactives or visitors spaces (Trojan Family Weekend for example)
Keeps an updated log of all calls and emails with template standardized responses that reflect our values.
Provides leadership to volunteers and student workers associated to the Visitor Experience program:
Develops program of training for volunteer docents
Write and edit docent training manual
Continuously trains docents
Schedules, coordinates and monitors docents once trained and participating in the visits
Directs students workers as appropriate
Maintains a deep knowledge of the programs offered by the institute so as to keep docents informed.
Participates in the development and implementation of program policies and procedures
Responsible for policies, protocols and procedures for visitor experience
Responsible for communicating and coordinating such policies with Operations and staff using the existing structures
Assists in development activities by coordinating with Advancement for visit with potential donors or other development staff, this includes developing bespoke visits for those groups and leveraging the interactives to improve the experience
Coordinates with other departments to maximize impact of visit as necessary;
Coordinates with other staff on campus who are visiting the facility.
Skillsâ¢B.A required, M.A. preferredâ¢Museum experience preferredâ¢2 years minimum, 3 years preferred in one or more of the following fields:oHolocaust/Genocide StudiesoMuseum Studiesâ¢Ability to multi-taskâ¢Experience with writing preferredâ¢Public speaking experience, a plusâ¢Ability to work with limited supervisionâ¢Service orientedâ¢Critical thinkerâ¢Flexibility/adaptabilityâ¢Experience with suite of Microsoft Office, facility with Microsoft Excelâ¢Comfortable with technology
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