gcsv2011 dealing with difficult volunteers-j. runge darlage and b. fox
DESCRIPTION
This document was created by an individual or individuals who submitted a proposal so he / she / they may present at the Office of Faith-Based and Community Initiative’s 2011 Conference on Service and Volunteerism (GCSV11). This proposal was approved by the Indiana Commission on Community Service and Volunteerism (ICCSV) and other community partners. Sharing this document is a courtesy extended by the OFBCI to conference attendees who may want to reference materials covered at the GCSV11, and the OFBCI in no way not responsible for specific content within.TRANSCRIPT
Dealing With Difficult Volunteers
Jane Runge Darlage and Becky Fox, CVA
Welcome Introductions
Your name Where you’re from and what you do What you hope to get out of this session
Agenda Stopping problems before they start Dealing with problems as they arise Firing a volunteer
Let’s Start at the Very Beginning… Policies and Procedures Position Descriptions Interviewing Orientation Conduct Agreement Placement Training Monitoring Evaluating
Policies and Procedures Follow employment practices Pre-determine course of action and no-
tolerance policies Do security checks Determine documentation procedures Jane’s story-Mr. C
Position Descriptions Clear, concise, and thorough Model after paid staff position descriptions Create with paid staff who will be supervising Give a copy to volunteer Keep signed copy in volunteer file Refer back for evaluations, or if problems arise
Position Descriptions Include:
Position title Description of position Length of required commitment Shift times Supervisor’s name and title Skills required Screening requirements Training and supervision plan Benefits offered
Interviewing Volunteers Conduct interviews of all volunteers Include others in process, such as potential
supervisors Take notes Look for clues to future problems Note special skills, hobbies, etc.
Orientation Can be formal or informal Be consistent Provide handbook (can mirror paid staff
handbook) Include:
Organization mission and history Policies and procedures Performance and behavior expectations Position descriptions Any specialized, general information
Conduct Agreement/Understanding List specific expectations Provide in writing, and have volunteer sign Clears up “they should have known that”
arguments Jane’s story-Mr. B
Placement Discuss position description in depth Position requirements should match volunteer
interests and skills Have supervisory staff in place & ready Give volunteer a choice to accept or decline
position
Training Specialized training, beyond orientation All positions should have some kind of training Can be formal or informal Determine whether supervisor will conduct
training, or volunteer coordinator Keep it consistent for each new volunteer
Monitoring Performance Follow up with volunteer Ask supervisor for their observations Check on volunteer periodically
Evaluation Do regular, periodic evaluations Be honest! Suggest further training or a new position
when appropriate Take corrective action when necessary
When All Else Fails… Taking corrective action Eight myths about dealing with difficult
volunteers Alternatives to firing Firing a volunteer
Taking Corrective Action Document, document, document!
Keep accurate records Record dates, details of situation, who was
involved, what action was taken, etc. Keep copies of complaints, accident reports,
emails or phone messages, any and all supportive documents
Jane’s story-Mrs. A
Taking Corrective Action Find your support network
Talk to your supervisor about appropriate actions Ask your mentor for advice Talk to someone else who manages volunteers Work with the volunteer’s direct supervisor
Determine who will support you before you’re in a bad situation
Taking Corrective Action List other training sessions List books, articles, and electronic sources List consulting services, other sources
Eight Myths About Difficult Volunteers Ignoring a problem will make it go away. No one else notices the problem. I can fix/change the problem person. I just need to give them time to show their good side. If I confront them, it will make things worse. If I confront them, they’ll leave and the program will
die. I can handle them if I’m just more caring and
accepting. If I push them out they will get angry.
From “New Competencies for Volunteer Administrators” By Sue Vineyard
Alternatives to Firing Re-Enforce policies and procedures Re-Assign to another department Re-Train on necessary skills Re-Vitalize or Re-Charge Refer to another organization Retire with dignity
From “How to Fire a Volunteer and Live to Tell About It” By: Steve McCurley
Firing a Volunteer Try everything else first! Should not be a surprise Follow policies and procedures already in
place
Firing a Volunteer – Plan your Moment Meet volunteer privately, if possible Ask someone to witness the meeting Have security present, if necessary
Jane’s story- Mrs. A
Firing a Volunteer – Practice What To Say Is less really more? Do you HAVE to say anything? Be quick, direct, and absolute Announce, don’t argue Don’t try to counsel Avoid personal issues Stay calm!
From “How to Fire a Volunteer and Live to Tell About It” By: Steve McCurley
Firing a Volunteer – Tie up Loose Ends Volunteer
Send a letter with details of decision Paid Staff, Other Volunteers and Clients
Inform them of the change, if it affects them No need to tell details about why
Your records Document everything! Record all occurrences, attempted remedies, and
final outcome Make notes of meeting details and have witness
sign Keep a copy on volunteer file
Firing a Volunteer Advantages
Remove barriers to accomplishing mission
Give meaning and value to volunteer service
Gain credibility for your program
Gain volunteer respect
Increase satisfaction of successful volunteers
Increase the quality of your program
Disadvantages Risk losing volunteer
respect or support Risk bad PR
Jane’s Story- Mrs. A
Questions
Questions or Comments?
Thank you for coming today!
Contact Information Jane Runge Darlage
[email protected] 317-650-9589
Becky Fox, CVA [email protected] 317-921-1303
CIAVA Meetings every 2nd Thursday at the Red Cross, 8-
10am. ciava.org [email protected] to join [email protected] to rsvp for meeting
Resources New Competencies for Volunteer Administrators
Sue Vineyard http://www.energizeinc.com/art/anewc.html
Dealing With a Difficult Volunteer Leader Stephen G. Donshik http://ejewishphilanthropy.com/dealing-with-a-difficult-volunteer-leader/
A Few Pointers On the Unpleasant Topic of Firing Volunteers Sarah Jane Rehnborg, Ph.D. http://www.serviceleader.org/leaders/firing
5 Tips for Dealing with Difficult Volunteers HandsOn Network http://handsonblog.org/2011/05/26/5-tips-for-dealing-with-difficult-volunteers/
How to Fire a Volunteer & Live to Tell About It, From: Grapevine, Jan/Feb 93 Steve McCurley http://www.casaforchildren.org/site/c.mtJSJ7MPIsE/b.5466409/k.E368/
How_to_Fire_a_Volunteer_and_Live_to_Tell_About_It.htm