building an exceptional volunteer program © copyright 2011, northsky nonprofit network. all rights...
TRANSCRIPT
Building an Exceptional Volunteer Program
© Copyright 2011, NorthSky Nonprofit Network. All rights reserved.
Presented by:
Your Trainers
Amanda Hilt, Volunteer CoordinatorUnited Way of Northwest [email protected](231) 947-3200 x 206
Pam Evans, Professional Development ConsultantNorthSky Nonprofit [email protected](231) 929-3934 x 208
The Exceptional Volunteer Program
What comprises an exceptional volunteer program?
Let’s review and discuss best practice list
Exercise 1: Think about the last time you volunteered (or didn’t volunteer!)
• What did you like, what didn’t you like?
• Were they organized?
• Did you feel appreciated?
• Discuss pros and cons
Creating a Volunteer-Centered Culture
Let’s review & discuss the volunteer infrastructure checklist
Becoming a Highly Organized Volunteer Program
Focus on the new volunteer demographic
Project based volunteerism versus consistent volunteerism
Identifying a Diverse Range of Volunteer Opportunities
Exercise 2:
Identify a range of roles for your organization
Begin developing one role description
Creating the Volunteer Role Description
• Press releases, email, online volunteer systems• Volunteer recognition• Volunteer retention
Aggressive Volunteer Recruitment
Providing the Personal Touch
• Be deliberate about creating a culture
• Everyone needs to be on board: leadership, staff & volunteers
• Consistency with organizational values
• Communicate, communicate, communicate
• Listen
• Involve
Building a Successful Relationship Requires
• Identifying the candidates motives for volunteering & their strengths• Describing the position accurately• Determining: will the match meet both the volunteer’s & organizational needs• Serving as an ambassador: share the client need• Identifying how the volunteer can help meet this need• Outlining the benefits of the position to the volunteer
Providing the Personal Touch
What are some impacts of the following:
Scenario 1: The volunteer's needs are being met but the agency's needs are not.
Scenario 2: The agency's needs are being met but the volunteer's needs are not.
Providing the Personal Touch
Excellent supervisory skills are not measured by your personal accomplishments, but by the success of those who report to you.
Supervisory tasks fall into four categories:
• Preparation/orientation• Ongoing support• Reporting• Evaluation
Providing the Personal Touch: Managing Volunteers
• Communication• Confrontation• Problem solving• Evaluation/review• Climate setting• Sharing knowledge• Setting standards• Trainer/educator• Team builder• Delegation• Planning• Coaching• Listening• Conflict resolution
Providing the Personal Touch: What May Impact Volunteer Performance
Performance problems are gaps between what is expected from volunteers and what is actually happening
First question: have I done everything I need to do to make expectations clear?
Providing the Personal Touch: Performance Problems
Why is it critical to deal on a timely and effective basis with volunteer performance issues?
Providing the Personal Touch: Performance Problems
• Other staff/volunteers are effected.
• No accountability otherwise.
• Holds volunteer work in high regard.
• Poor behavior is reinforced when not noted.
• Volunteers won’t be able to be successful.
• Staff will resist utilizing volunteers.
• Volunteer may be in wrong position.
• Volunteer’s position may need to be changed.
• Volunteer may need to be dismissed.
Providing the Personal Touch: Performance Issues
Clear position descriptions
Tailored and honest recruitment
Placement of the right volunteer into the right position
Clear, written, shared volunteer policies and procedures
Excellence in delegation
Organization held accountable for supporting volunteers &volunteers held accountable for what they agreed to perform
Mutual performance reviews
Honest, timely feedback system
Volunteers given opportunity for input into work assignment
Effective, supportive supervision
Ongoing appreciation
Providing the Personal Touch: Preventing Performance Problems
Providing the Personal Touch: Constructive ConfrontationRe-assign to new position in your organization.
Train/coach or re-train.
Provide a more motivating climate if volunteer has lost interest in the work/mission.
Give information on where and how to find a better-suited volunteer position in another organization.
If age or disability prohibits carrying out the position, retire the volunteer with style.
Don’t attack personality; focus on performance
Be specific. Do your homework & have specific examples of the behavior to share.
Keep conversations private.
Make intervention timely but do not approach until you are calm & rational.
Reiterate expected behavior using “I” not “you” language.
Providing the Personal Touch: Constructive Confrontation
• Official warning given to volunteer including specific information of what behavior needs to change and by when.
• Provide assistance to help volunteer change the behavior –and document changes.
• Give probation with special goals.
• Dismissal if goals are not achieved.
Providing the Personal Touch: Procedure for Releasing a Volunteer
• Community benefit documentation• Volunteer motivation, retention and attraction• Performance evaluation/ continuously improving programs• Financial assessment/ capturing return-on-investment• Client satisfaction monitoring • Helps to tell the story
Why is Data Collection Important
Volunteer Datawhat should be collected
Quantitative data• # of volunteers by program/ project• Growth in # of volunteers• Volunteer demographics/ profile• Volunteer contact information• Volunteer satisfaction• Staff satisfaction with volunteers (Example)• Client satisfaction with volunteers
Volunteer Data:
what should be collectedQuantitative data
• Financial value of volunteers• Impact of volunteer programs (on community,
client, etc.)-particularly important to funders• Unfilled needs• Anything else?
Volunteer Data:
what should be collected
Qualitative
• Success stories / testimonials (from volunteers, staff, and clients)
Volunteer Data: How should it be collected?
• Volunteer log • Volunteer satisfaction survey • Volunteer interviews, focus groups, and
meetings• Success stories/ testimonials• Staff satisfaction survey • Volunteer database
Volunteer Databases
• Wild Apricot• Volunteer Matters• Volunteer 2• E Tapestry• Giftworks• Exceed Premier• Donor Perfect
Grants
Annual reports Newsletters Electronic media
http://www.nwm.org/prisuccess.asp http://www.fatherfredfoundation.com
Volunteer DataHow to report & tell the story
• Overview of organizational history, services & programs• Tour• Overview of department, introduction to staff & volunteers• Review written position description• Job instructions• Risk management issues• Relevant policies & procedures shared• Time log & absences• Equipment (as pertinent) –phones, copy machine, etc.• Policies• Dress code
Volunteer Orientation
Volunteer Orientation
• Motivates and excites the volunteer
• Prepares the individual for success
• Builds team relationships
• Educates to be an ambassador
• Be ready- name tag, handbook,equipment, etc.
• Be warm & welcoming; enthusiastic• Spend sufficient time• Reinforce the importance of their role• Enthusiastic introductions to others• Involve other volunteers in welcome
Successful orientation motivates & excites
•Concentrate all Volunteer reference materials intoan easy handbook
•Influence Volunteer behavior and practice
•Educate Volunteer as to roles and responsibilities
•Improve Volunteer productivity and efficiency
•Ensure all Volunteers are “on the same page”- consistency
•Jump-start new Volunteers’ participation & contributions
•Insure legal compliance
•Provides a tool for managing challenging volunteers
The Volunteer Manualpurpose
1. Welcome2. Table of Contents3. Overview of organizational mission, values, history, services & programs, structure, future plans4. Contact names and numbers5. Telephone use and instructions6. Volunteer role descriptions7. Code of Conduct8. Time log/ reporting9. Policies
Reporting hoursSafetyDress codeAbsenteeismSmokingConfidentialityInternet use
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The Volunteer Manualcomponents
Recognition should be meaningful to the person being thanked and should be given in a timely manner.
“Different strokes for different folks.”
Newsletters, website, events, phone call, notes
Not everyone likes what we like.
When recognizing many volunteers at once, you can still plan different activities for different tastes.
Give recognition as soon as possible after the task is accomplished.
Volunteer Recognition