Email Triage and Participant Support

We are seeking a highly organized and responsive volunteer who can contribute five hours per week to help manage the FTFP program email inbox.

The volunteer will:

* Review incoming emails on an agreed-upon schedule
* Identify each sender’s question, concern, request, or support need
* Respond to routine inquiries using approved information and templates
* Route program, academic, technical, financial, research, or sensitive matters to the appropriate team member
* Flag urgent, unresolved, or time-sensitive messages
* Track requests, responses, ownership, and next steps in Monday.com
* Identify recurring questions or communication gaps that may require new resources, templates, or program clarification
* Maintain a professional, supportive, and student-centered tone

Success will be measured by timely inbox review, accurate routing, reduced unanswered emails, complete follow-up records, and identification of recurring participant needs.

Timely and accurate email support will help FTFP students receive the information, resources, and assistance they need to remain engaged and complete important program requirements.

The volunteer will also help our team recognize recurring student concerns, communication barriers, and unmet needs earlier. This will improve follow-up, strengthen the student experience, and allow program staff to respond more effectively.

By helping students navigate questions and connect with the right support, the volunteer will contribute to our mission of providing aspiring physicians with a clearer roadmap, stronger preparation, and sustained guidance on the pathway to medicine.

The volunteer will receive an orientation to FTFP, its student pathway, available resources, program expectations, staff responsibilities, and communication standards.

We will provide:

* Access to the designated FTFP email inbox
* Approved response templates and frequently asked questions
* A contact and escalation guide identifying who handles each type of request
* Program calendars, deadlines, policies, and resource information
* Clear guidance on messages the volunteer may answer independently and those requiring staff review
* Training on confidentiality, student privacy, and professional communication

The Executive Director will serve as project lead, with designated program staff available to resolve escalated questions. Monday.com will be used to document incoming needs, assigned owners, deadlines, responses, and unresolved items.

We will protect the volunteer’s five-hour-per-week commitment by defining inbox-review periods, prioritizing urgent requests, and limiting the role to communication triage, routine responses, documentation, and escalation.