fighting hunger together: the basics of volunteer management

The Basics of Volunteer Management: Getting Started To hear the presentation by phone call: (951) 266-6126 Access Code: 935-293-887 Jennifer Bennett, CVA, Senior Manager, Education & Training Matt Wallace, Senior Associate, Nonprofit Relations

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VolunteerMatch Overview

“VolunteerMatch strengthens communities by making it easier for good people and good causes to connect.”

92,045 nonprofits… 76,433 Active Opportunities…. 6,773,333 referrals since 1998 • VolunteerMatch has been around for 14 years, and is the top-ranked website for online

volunteer recruitment and employee-volunteer programs • Our Learning Center offers over 20 webinar topics focused on volunteer management

and VolunteerMatch tools, serving an audience of over 6,000 attendees each year

VolunteerMatch & Walmart: Fighting Hunger Together

What are our goals? • Support nonprofit organizations that are working to end

hunger in local communities.

• Provide hunger relief organizations with the resources they need to deploy, manage and expand their volunteer engagement program.

• Support, train and share best practices for engaging volunteers, and creating a multi-faceted relationship with volunteers – donors, advocates.

• Increase visibility of the need for volunteers at hunger relief organizations.

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Today’s Goals and Outcomes

• Define a successful volunteer program

• Introduce common volunteer engagement program components

• Discuss the importance of risk management

• Best practices for retention – Keep the volunteers you already have

• Effective recognition strategies – How do you say Thank You?

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Successful Program Characteristics Apply and integrate qualities for success • Knowing your volunteers

– Initially and ongoing.

• Completing your due diligence – Risk management, but also a chance to better know your

prospective volunteers.

• Making sure you’re all on the same page – Does everyone - volunteers, staff, clients – know what’s

expected of them? Is it written down? Has everyone agreed to follow the rules?

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Common Program Components Not all programs need each component, but each

component should be evaluated regularly

• Job Descriptions – Well thought out, detailed, comprehensive

• Recruitment Plan – Where and when, but most importantly why. Targeted message

for each channel. Marketing!

• Application – Contact information, but start to get to know your volunteers

“why do you want to volunteer at the library?”

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• Interview – Build on the application questions. Ask about skills, interests,

experiences – are they a good fit?

• Orientation – An opportunity to share what you do and why you do it. Introduce

the culture, policies, procedures. Can be one on one.

• Training – What does a volunteer need to know to be successful?

Common Program Components – cont.

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• Non-Disclosure Agreement – Should cover work product, equipment, sensitive information.

• Background Check – At-risk populations: children, elderly. Positions with access to

sensitive information or PII (personally identifiable information.)

• Reference Check – Consider asking for volunteering references, as well as personal

and/or professional.


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• Policies and Procedures Handbook – Begin with applicable HR policies. Determine what other policies

need to be included – start with instances where things went wrong. Include conflict resolution, dismissal or termination procedures.

• Acknowledgement Form

– I acknowledge that I have been given a copy of the Volunteer Handbook…

• Memorandum of Understanding/Agreement Letter

– Specific for each volunteer/volunteer position. Identifies the who, what, when, and for how long. Use to reinforce the most important policies and procedures.


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Let’s talk about risk. All the pieces in your volunteer engagement program need

to do one thing…

Protect your • Program • Volunteers • Staff • Clients and Patrons • Organization

from all of the things that could go wrong – to manage risk.

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It’s not just about risk. Volunteer management is about identifying

potential and making the perfect match.

• Provide meaningful work for the volunteer

• Create work that’s important to the organization

• Find the right fit

• Make good use of skills and talents

• Build and maintain personal relationships

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Keep the Volunteers You Have Why do some volunteers leave and others stay? • Difference in expectations

– Organizational culture – Work v job description – Time commitment – Communication and style – Program support and training – Motivation and philosophy

• Maintain the relationship – Identify and address signs of disengagement

• Volunteers have lives, too. You can’t plan for life.

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Saying Thank You How a volunteer wants to be recognized is unique

to each volunteer. • Ask!

– Survey, questionnaire. What would they like to do, learn, see?

• Recognize professional work in meaningful ways – Credit, public acknowledgement, portfolio

• Don’t underestimate a heartfelt, handwritten note – Created by clients or staff

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Resources

Fighting Hunger Together

http://www.volunteermatch.org/fighthunger

Learning Center Find upcoming webinar dates, how-to videos and more http://learn.volunteermatch.org VolunteerMatch Community Ask and answer questions after the webinar – use keywords Fighting Hunger Together, Volunteer Management http://community.volunteermatch.org/volunteer

Questions?

[email protected]

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Thanks for attending! Join us online:

Like us on Facebook: www.Facebook.com/VolunteerMatch

Follow us on Twitter: @VolunteerMatch

Visit Engaging Volunteers, our nonprofit blog: blogs.volunteermatch.org/engagingvolunteers/

For any questions contact:

Jennifer Bennett (415) 321-3639 @JenBennettCVA [email protected]

Volunteer Engagement Program Checklist VolunteerMatch 4/17/2012

Volunteer Engagement Program Evaluation Checklist

1. Currently prospective volunteers must complete the following to volunteer:

Application

Online

Paper

Interview

Orientation

Training

Online

Live

Volunteer Handbook

Handbook Acknowledgment

MOA/Agreement Letter

Non-Compete/Non-Disclosure Form

Background Check

Reference Check

Other

2. The following are not currently part of the program, but may be valuable to the program:

Application

Online

Paper

Interview

Orientation

Training

Online

Live

Volunteer Handbook




Background Check

Reference Check

Other

3. The following may not be appropriate for the program, but should be investigated to minimize risk:

Application

Online

Paper

Interview

Orientation

Training

Online

Live

Volunteer Handbook




Background Check

Reference Check

Other

4. Prioritize new program components:

1.

2.

3.

4.

Sample Documents VolunteerMatch 2013

Sample Position Description

Title: Kitchen Assistant

Department or Team: Kitchen Staff

Responsible to: Kitchen Assistant Coordinator and Head Cook

Works With: Kitchen staff (paid and volunteer) and Head Cook

Description of Role: This position assists the Head Cook with general kitchen tasks such as food preparation

and tool and kitchen clean up. By providing this service this position supports the organization’s ability to provide

a healthy hot meal to clients. The Kitchen Assistant will also have the satisfaction of knowing that he or she has

fed hungry members of the community, and brought a much-needed service to clients.

Primary Responsibilities:

Assists the Head Cook with food preparation as requested.

Assists the Head Cook in properly labeling, covering and storing unused food after each meal.

Assists the Head Cook in cleaning food preparation areas and equipment.

Assists the Head Cook as requested in inventorying and stocking food products and supplies.

Busses and resets tables in the dining room following meals, as requested.

Secondary Responsibilities:

Complete initial and ongoing training for Kitchen Assistants including Safe Knife Handling Checklist.

Wear appropriate clothing, keep hair covered and wear closed toed shoes when working in the kitchen.

Use good judgment around coming to volunteer when ill.

Sign in and out for each shift.

Report any concerns or conflicts with other Kitchen staff to Volunteer Coordinator.

Skills/Qualifications Needed:

Basic food preparation skills helpful.

Able to regularly life 20 pounds and stand for 3 hours.

Ability to work with a team and follow the direction of the Head Chef.

Desired Experience:

Previous experience as a home cook or commercial kitchen.

Training:

Initial training and orientation will be provided, as well as additional support and training to be developed as

appropriate.

Time Commitment:

Sample Documents VolunteerMatch 2013

3 hour commitment per shift – number of shifts per month flexible

This document is a sample only. Please refer to your County or Jurisdiction for appropriate, approved

language.

Volunteer Confidentiality Agreement

I agree not to divulge any information or client records regarding persons who are receiving services or other

assistance from the Organization or who are otherwise involved in my volunteer services. I recognize that

unauthorized release of confidential information may make me a subject to a criminal action.

1. Client Records

Client records are strictly confidential and are disclosed only to the client, unless a valid subpoena is presented.

2. Information

All employees and volunteers must protect each client's right to privacy with respect to information sought or

received, and services provided.

Volunteer Responsibility

All employees and volunteers are required to protect each client’s right to privacy. This applies to records kept

for the purpose of identifying clients as well as materials presented solely for reference purposes. Volunteers

working at any Organization location must sign and adhere to this policy of confidentiality.

Client records are strictly confidential and are disclosed only to the client or parent or legal guardian of a minor

who is a client, unless a valid subpoena or warrant is presented. If a subpoena or warrant is presented, a

supervisor should be notified immediately.

Volunteers who are granted access to the organization’s online computer system in the course of their work are

asked to strictly maintain the privacy of all clients by not divulging any personal information to anyone other than

organization personnel.

As a organization volunteer, I understand and agree to the “Confidentiality Policy” as described above. I also

understand that violating this policy may result in possible dismissal from my volunteer position with the

organization.

________________________________ __ _________________________________

Volunteer’s name (please print) Signature date

Received by: ___________________________________ _______

Staff Member date

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Acknowledgement of Receipt of Handbook I acknowledge that I have been given a copy of the Organization Volunteer Booklet. I understand that this Handbook summarizes the Organization’s volunteer guidelines, and that it is furnished to me solely for my information. I further understand that volunteering with the Organization is not for a specified term and is at the mutual consent of me and the Organization. Accordingly, the Organization or I can terminate the volunteer relationship at will, with or without cause, at any time. I further understand that the statements contained in the booklets are not intended to create any contractual or other legal obligations. I also understand that the Organization may modify or rescind any of its policies, or practices described in the Handbook at any time, except for those policies required by law. I acknowledge that it is my responsibility to read and become familiar with the contents of the Handbook. Volunteer Name (Printed)_______________________ Volunteer Signature _____________________________ Date ____/____/_______

Volunteer Information Handbook This handbook is intended as a sample document only. Please refer to your organization’s specific policies and procedures for content.

Table of Contents

About the Handbook………………………………………………………………….. 3

Policies and Procedures………………………………………………………………. 3

Attendance and Absenteeism………………………………………………………... 3

Ending Your Volunteer Service...............................…………………………………. 4

Problem Solving Procedure…………………………………………………………... 5

Confidentiality Agreement…………………………………………………………… 6

Policy Against Harassment…………………………………………………………... 6

Smoking………………………………………………………………………………... 6

Pets…………………………………………………………………………………….. 7

Solicitation……………………………………………………………………………... 7

Substance Abuse……………………………………………………………………... 7

Privacy in General…………………………………………………………………….. 7

Email and Voicemail Usage………………………………………………………….. 7

Useful Information……………………………………………………………………. 8

Holiday Schedule……………………………………………………………………… 8

Appendices

Handbook Receipt Acknowledgement

Non-Disclosure Agreement

Sample Handbook Page 2 VolunteerMatch

Thank you for volunteering with the Library!

About the Library Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla sed est vel tortor hendrerit dignissim eget at felis. Suspendisse potenti. Cum sociis natoque penatibus et magnis dis parturient montes, nascetur ridiculus mus. Morbi pulvinar ullamcorper lorem, sagittis dapibus erat posuere ac. Sed fermentum, lorem vel sagittis pulvinar, orci purus porta nisl, in tincidunt est nulla non risus. Mauris tellus ante, semper sit amet ornare ut, elementum eu tortor. Sed scelerisque fermentum lectus ac dignissim. Praesent eu odio justo, egestas tristique velit. Maecenas malesuada vehicula quam ac iaculis. Nam dignissim sagittis diam. Curabitur tortor urna, dignissim et consectetur in, aliquet a sapien.

About the Handbook This handbook is designed to introduce you to the Library and to provide a basic overview of the policies and procedures which provide all of us – paid and volunteer staff – with guidance and direction. Much of the information contained here is identical to the information contained in our Employee Information Handbook. As a volunteer staff member we extend to you many of the same rights as paid staff with regards to the work environment, necessary job training, supervision, evaluation, and recognition. In return we expect you to honor your commitments to the Library, respect other staff members – both paid and volunteer - and perform your assigned duties to the best of your abilities. As our organization grows and changes, there will be a need to modify the policies, practices and other information described in this Handbook. When such changes occur, you will be notified by an announcement or update. It is your responsibility to keep your handbook current and to be informed about policies and changes that affect you. If you have any questions or need any clarification of the information contained in this handbook please contact the Volunteer Program Manager. POLICIES AND PROCEDURES Attendance and Absenteeism As a volunteer staff member we depend on you to complete your scheduled shifts. We do understand that from time to time certain situations may arise that prevent you from doing so. Please alert the Volunteer Program Manager of any scheduled absences – such as vacation – as far in advance as possible so that an appropriate substitute may be found. In the event of an unscheduled absence – illness or emergency – please alert the Volunteer Program Manager as


soon as possible, preferably before your scheduled shift begins. If absenteeism becomes excessive your volunteer relationship with the Library will be reevaluated. Reviews or Progress Reports Many volunteers consider volunteer work as a transition path to nonprofit employment, or as a great way to develop new professional skills. If you are interested in pursuing this course the Volunteer Program Manager will help you establish goals, and will provide progress reports or a review as requested. Volunteer Personnel Files Your personnel files are confidential and consist of written documents retained by the Volunteer Program Manager. The volunteer’s personnel file can be only reviewed by the volunteer, the President, the Chief Operating Officer (COO), and the Volunteer Program Manager. This file contains basic contact information and records about your volunteer service with the Library. Representing the Organization Volunteers are only authorized to act as a representative of the Organization if specifically tasked with this responsibility in your volunteer job description. Please consult with, and receive permission from, the Volunteer Program Manager before engaging in any actions which may affect or hold the organization liable including but not limited to, public statements to the press, signing contracts or entering into financial agreements, or lobbying or forming partnerships with other organizations.

Ending Your Volunteer Service You may resign from your volunteer service with the Organization at any time. We request that you notify the Volunteer Program Manager ideally two weeks prior to your departure and request that you complete the Exit Interview process.

Disciplinary Practices

The following guidelines may be used in some instances at the sole discretion of the Library: Step 1: Oral warning with documentation in the individual’s personnel file. Step 2: Written warning to individual and copy to personnel file. Step 3: Written warning with suspension – documentation to personnel file. Step 4: Termination/Dismissal These guidelines are based on cumulative infractions, regardless of whether the infraction is of the same general nature as a previous warning.


The use of these disciplinary practices in no way alters the fact that your volunteering with the Library is “at-will”. Problem Solving Procedure When a group of people work and volunteer together, problems may arise. It is important to all of us that such problems are solved as quickly as possible. Occasionally, however, it may be necessary to investigate certain problems in greater detail. Our problem-solving procedure provides you with the opportunity to have a review of any problem, dispute, or misunderstanding that arise during in the course of your volunteering. Step 1: You may submit a problem in writing to the Volunteer Program Manager within three (3) working days after the problem becomes known to you, He/she is interested in the solution of any The Library problem you, as a member of the team, may have. He/she will attempt to resolve your problem at this initial meeting. If unable to reach a mutually agreed upon settlement, the Volunteer Program Manager will investigate the situation further, and within three (3) working days, meet you to give his/her final answer in writing. If you are sill not satisfied, then you may request a Step 2 meeting. Step 2: This step consists of submitting, in writing, the problem to the COO within three (3) working days of receiving the Step One response. The COO will schedule a meeting with you and the Volunteer Manager as soon as practicable. At this meeting the COO will attempt to resolve the problem, if he/she is unable to do so, he/she will provide you with a written resolution within three (3) working days. This will be the final determination. Dismissal Dismissal of a volunteer is a serious consideration. Before a volunteer is dismissed attempts to reconcile the solution will be made including a meeting between staff and volunteer(s) involved, the Volunteer Program Manager, and, if appropriate, the COO. Dismissal of a volunteer may take place if a volunteer is unreliable, irresponsible, disruptive, demonstrates inappropriate behavior, or fails to adhere to the policies and procedures of the Library. Exit Interview and Exit Checklist Process We encourage all volunteers to participate in an exit interview before leaving the Organization, regardless of your reason for leaving. You may also request a letter of reference or referral at this time. The exit interview is your opportunity to communicate your views about the position, your department, management, the operations of the company, and any other relevant information you feel it is important for us to know. The appropriate persons will contact you to arrange an exit interview and an exit checklist meeting.


Termination procedures are only guidelines and do not constitute a legal contract between the Library and the volunteer, as arrangement is by mutual consent. Confidentiality Agreement Due to the nature of the work you may be doing as a Library volunteer, you will be asked to sign a confidentiality agreement. We expect you to abide by the Library’s rules and regulations, and by signing this document you acknowledge that you agree to refrain from the unauthorized use or disclosure of any proprietary information.

Policy Against Harassment The Library is committed to maintaining a work environment free of unlawful harassment. The Library policy prohibits harassment based on sex (including sexual harassment, gender harassment and harassment due to pregnancy, childbirth or related medical conditions) and harassment based on race, religion, creed, color, national origin or ancestry, physical or mental disability, medical condition, marital status, age, sexual orientation or any other status protected by federal or state law or local ordinance or regulation. All such harassment is unlawful. The Library’s policy applies to all persons involved in the operation of the Library (both employees and volunteers) and prohibits unlawful harassment by any volunteer/employee of the Library including supervisors and co-workers. Examples of sexual harassment may include, but are not limited to:

• Physical, unwelcome touching; • Verbal conduct such as epithets, derogatory jokes or comments, slurs, or unwanted

sexual advances, invitations or comments; • Visual conduct such as derogatory and/or sexually oriented posters, photography,

cartoons, drawings or gestures;

• Threats and demands to submit to sexual requests as a condition of continued employment, or to avoid some other loss, and offers of employment benefits in return for sexual favors;

• Inappropriate conduct or comments consistently targeted at only one gender, even if the content is not sexual;

• Retaliation for having reported or threatened to report sexual harassment. This behavior is unacceptable in the workplace itself and in other work-related settings such as business trips and business-related social events. Smoking In response to state and local laws and building code, smoking is not permitted in our office. This includes private offices and other common areas.


Pets Pets (dogs, cats, reptiles, birds, and any other type of live animal), although beloved, are not allowed in the workplace due to building regulations. This rule does not apply to service animals. Solicitation Solicitation by non-staff members for any reason on company property is not allowed. Employees/volunteers may solicit or distribute literature for various groups, organizations for reasons including charitable ones. Substance Abuse The possession, use or sale of illegal drugs is never acceptable in our business environment. Also, the abuse of prescription and over-the-counter drugs and alcohol can compromise your job performance and conduct. We recognize that substance abuse can be successfully treated. Seeking help or assistance is not considered grounds for discipline, but refusal to get help in certain circumstances may be. It is your responsibility to get professional help to improve your performance or conduct.

Privacy in General Whatever you put on a Library computer, including email you send and receive, and software you install, could have been seen/read by someone other than yourself or your intended receiver. Emails and anything else generated or stored on the Library computers are company property.

Email and Voicemail Usage The Library email system is intended for business use. Personal correspondence should not be abused. Like email, voicemail can be listened to by someone other than yourself or your intended receiver. Anything you put or receive on the Library voicemail is also company property.



USEFUL INFORMATION We’ve included some useful information about the Library and our location. Holiday Schedule The Library office will be closed for the following scheduled holidays for 2009: Jan 1, Thursday New Year's Day Jan 19, Monday Martin Luther King Jr. Birthday Feb 16, Monday Washington's Birthday May 25, Monday Memorial Day July 3, Friday Independence Day Sept 7, Monday Labor Day Nov 26-27, Thurs/Fri Thanksgiving weekend Dec 24, Thursday Christmas Eve Dec 25, Friday Christmas Day Contact Information Volunteer Program Manager Phone Email