Volunteer Guest Experience Coordinator

Guest Experience Coordinator (Volunteer) – The BMHM Show About us Black Mental Health Matters (BMHM) works to break the stigma around mental health in Black communities and connect people with culturally responsive support. The BMHM Show is our platform for honest conversations with therapists, advocates, creatives and community members about mental health and wellness. We're looking for a volunteer Guest Experience Coordinator to make sure every guest feels welcomed, prepared and cared for from first contact to final thank-you. Role overview The Guest Experience Coordinator is the main point of contact for show guests. You'll handle outreach logistics, prepare guests for recording, support them on show day and follow up afterwards. Detail Information Role type Volunteer Location Remote (US-based) Time commitment 10–15 hours per week, with some flexibility around recording days Reports to Show Producer Works closely with Host, production team, social media team Key responsibilities Before the show Send guest invitations, confirmations and scheduling details on behalf of the show. Coordinate recording dates and times across time zones, and send calendar invites. Collect guest bios, headshots, social handles and any content guidelines or trigger topics to avoid. Share a prep packet covering the show format, talking points, tech setup and what to expect. Run brief tech checks with remote guests (audio, video, lighting, connection). On show day Welcome guests, check them in and make sure they feel comfortable before recording. Act as the guest's point of contact, relaying timing and cues from the production team. Handle last-minute changes calmly and keep guests informed. Be mindful of the emotional nature of mental health conversations and check in with guests after difficult topics. After the show Send thank-you notes and share release dates, episode links and promotional assets. Collect guest feedback to improve the experience for future guests. Keep the guest tracker up to date (contacts, status, recording and release dates). Help build relationships with past guests for future collaborations. Guest experience standards Because guests often share personal mental health stories, the coordinator follows a trauma-informed approach: guests know what to expect, choose what they share, and are cared for after recording. These standards draw on SAMHSA's trauma-informed care principles (safety, transparency, choice, collaboration, cultural responsiveness) and common practice at interview-based shows. Stage Standard Why it matters Invitation Reply to guests within 48 hours; state the topic, format, length and release timeline up front Clarity builds trust before the guest commits Consent Share discussion topics in advance; confirm guests can skip any question and flag topics that are off-limits Choice and control reduce anxiety about disclosure Consent Offer a review window (e.g. 5 days after recording) to request removal of personal disclosures Guests can speak openly without fear of permanent regret Prep Send a one-page prep packet: run of show, sample questions, host bio, tech checklist Prepared guests give better conversations and feel confident Prep Ask about accessibility needs, pronouns, name pronunciation and preferred title Getting the basics right signals respect Reminders Send reminders 48 hours and 2 hours before recording, with the join link and a direct contact Cuts no-shows and day-of stress Show day Hold a 10-minute pre-call to settle in, test tech and agree on a pause signal Lowers nerves and gives guests a way to stop Show day Keep crisis resources ready (e.g. 988 Suicide & Crisis Lifeline) and know the escalation steps A guest may become distressed when sharing difficult experiences Aftercare Hold a short debrief after recording and check in 24–48 hours later Sharing trauma can surface feelings after the fact Promotion Give 1 week's notice of release, plus a share kit (episode link, quote cards, clips, suggested captions) Guests promote more when it's easy, which grows the audience Feedback Send a 3-question survey: overall rating, what went well, what to improve Turns each guest into input for the next How to measure it: track average guest rating (target 4.5 out of 5), no-show rate, share rate of episodes by guests, and the share of guests who would return or refer someone. Qualifications and skills Required Experience in hospitality, event coordination, talent relations, client services or a similar people-facing role. Excellent written and verbal communication, with a warm and professional tone. Strong organization and follow-through; comfortable managing several guests and deadlines at once. Familiarity with tools like Google Workspace, Calendly, Zoom or Riverside. Discretion when handling guest information and sensitive personal stories. Based in the United States. Nice to have Experience with podcasts, video production, live shows or media. Interest in or knowledge of mental health advocacy, particularly in Black communities. Experience using a CRM or tracker (Airtable, Notion, Trello) to manage contacts. What you'll gain Hands-on experience in show production and talent relations. Connections with mental health professionals, advocates and creatives. A meaningful role in a mission that reduces stigma and expands access to care. A reference and LinkedIn recommendation after 3 months of active volunteering. How to apply Complete our Volunteer Assessment Form (about 10–15 minutes) and select "Guest Experience Coordinator" as your primary role. Please include a link to your LinkedIn profile or resume. Volunteer Assessment Form: https://forms.gle/dFKs94eVbcpwAYeWA Black Mental Health Matters welcomes volunteers of all backgrounds and is committed to an inclusive, supportive volunteer community.