“never tell people how to do things. tell them what you want them to achieve and they will...
TRANSCRIPT
“Never tell people how to do things. Tell them what you want them to achieve
and they will surprise you with their ingenuity.”---General George S. Patton
Getting the Most out of "Unpaid" Staff, Boards and Committees
Access this presentation and other workshop extras at my blog:
littleredsbigideas.typepad.com. Text Jodi at 760-809-3231
Access this presentation and other workshop extras at my blog:
littleredsbigideas.typepad.com. Text Jodi at 760-809-3231
A workshop presented by Jodi Rudick, A workshop presented by Jodi Rudick, ADvisors Marketing GroupADvisors Marketing Group
Volunteer “Positions”
How are YOU using volunteers in your organization?
What types of people are currently “volunteering” for you?
What types of “positions” could volunteers fill for you organization?
Why is it so important to recruit great volunteers and seasonal staff?
After all, they’re only with you for a short time in some cases! (Temporary staff, parent volunteer, instructors, coaches, board/committee members, concessionaire…)
But your customers don’t know that.
Every customer encounter counts!
Why else is it so important to recruit great volunteers/staff?
Each time a customer comes in contact with any staff member – temporary or seasonal—paid or unpaid – they make judgments and they make choices Do I feel good about having my child take
part in this program? Is this I place where my child would have
fun? Is this a place where I could have fun.
The staff are rude – will I be treated rude? The staff are great – I bet I’ll have a great
time!
The Cost to Court a Volunteer or
CustomerHook ‘emHook ‘em
Reel ‘em inReel ‘em in
Keep ‘em Keep ‘em coming coming back for moreback for more
AdvertisingAdvertisingP.RP.R..
PromotionPromotion
SalesSalesFront-line contactFront-line contact
Customer ServiceCustomer ServiceProduct QualityProduct Quality
CustomerCustomer
Volunteers and Seasonal Staff Pose Unique Challenges
Temporary Mindset Lack of accountability Little feeling of ownership Young Inexperienced Training time is super short Promotion can’t typically be used as
motivator
Volunteers and Seasonal Staff Offer Unique Opportunities, too!
Today’s seasonal staff may have been last season happy customers
Can often relate to customer High energy Enthusiasm Can be motivated with non monetary reward
Letters of referral for college applications Chance for future work Chance to take part in fun activities – Trips, outdoor
adventure, summer fun Chance to work with peers – meet friends, find social
outlets Have fun!
Step OneThink Before You Recruit/Hire
Step One: Think Before You Hire Profile Your Perfect Employee
Determine what you need The Minimum Certification Experience Education Beyond Education, Experience and Certification Values Attitude Capability Open Your Mind
Step One (continued)Think Before You Recruit/Hire
Review/rewrite job descriptions
Job Responsibilities Job Duties Job Functions Expected Performance
Standards Compensation Growth Opportunities
Permanent Placement Eligible for promotion
(upon rehire)
Step TwoFind Winning Applicants
Create Your Recruiting Plan
Finding Potential Applicants
Make it easy to apply for THEM
Email Online Mail Fax Telephone On-site
Your location Off-site
Hand delivered “Taking Care of
Business” Day
Step ThreeSelect Super Staff
Screening Applications Online screening Interviews
Checking references Previous employers Volunteer leadership School contacts Background Checks
Hiring the Best Employees Match the applicant to the job Notify all applicants – No matter
whether they are selected or not Sample Interview Questions
Screening & Expectations Interview volunteers, choose
those that are the best fit Explain minimum time
commitments & scheduling Provide volunteer ‘job’
descriptions to match skills to positions
Ask volunteers complete Skills Checklist of knowledge & physical requirements
Sample checklist chart at animalsheltering.org/volunteer_skills
Sample “Interview” Questions
Remember –you can’t train personality!
Volunteers are diverse in every way Use on and offline methods Offer real-world scenarios – What
would you do in this situation? Find out how they would handle
conflict.
Step Four: Train, Reward and Keep the Best Employees
Realities of Retention Losing even one
employee hurts Causes for turnover
must be clarified Money isn’t everything Turnover is avoidable Turnover is expensive
Orientation Welcome/Break the Ice Familiarization
Staff Volunteers Marketing Materials
Review Mission/Purpose of the Organization Programs History Policies and Procedures Unwritten rules Culture
Prepare the Environment The Details The People
Distribute volunteer handbook can be projected email or posted online to avoid printing costs
Give a real or virtual tour Pre-orientation assignments
First Impressions are Critical The First Day Orientation
Welcome Familiarization Policies and Procedures Unwritten rules Culture Prepare the Environment The Details The People Orientation Mission/Purpose of the Organization History
More Issues to Address on Orientation Day
“Org Chart” Organizational
Relationships Employee
Philosophy Customer
Philosophy Product/
Services
Employee’s position
Dress Code Hours and Time Policies and
Procedures Finding
Assistance Questions
Training Schedule specific or group
training sessions Cover the 3 types of learners:
hear read hands-on
Be sensitive to generational distinctions
AFTER training, volunteers are given their assignments – not all volunteers will be matched for there area of interest
Necessary liability releases Volunteers under 18?
Communication Basics
Keep volunteers informed
Volunteer Manager should have available voicemail and email
Positive word of mouth will expand all your programs
Encourage volunteer feedback for ideas, growth & change
Ongoing Communication Control Rumors and gossip Informal
Face-to-face Electronic
Control cliques Learn to listen Formal
State of the Department Addresses Newsletters Surveys
Scout Top Tier Volunteers
Create a Top Level team of your experienced, people-oriented volunteers
How many people can 1 person manage - 10? 20?
Invite them to Participate, lead or organize
Trainings Orientations Events
Attend education events, workshops, conferences
Join your board/committee Become a paid staff member
Recognition Basics Recognize and reward good
volunteers Buy your regular volunteers
t-shirts, buttons, tote bags, aprons, other branded apparel
Keep it simple – a handwritten note, a handshake, a personal thank you email
Contact volunteers that don’t show up for a shift
Motivation Memory Think about a
time when someone motivated you… To take a job Go out with you Clean your room Take out the
garbage Give you money
Who was it? Child Coworker Boss Spouse
What did they do to motivate you?
Volunteer Stickiness Studyto evaluate volunteer retention factors
By Adrian Goh and Steven Rogelberg
Surveyed 72 Volunteer Managers Surveyed 4139 volunteers
Motivation Techniques
Show real concern Set specific goals Reward
performance Reward
attendance Boost Self Esteem Reward Longevity Give feedback
Provide career growth opportunities
Permanent placement Within your
organization With other
organizations Training and education Rotation Rewards/Incentives
19 Stickiness Practices(in reverse order)
#15 #14 #13 #12 #11 #10 #9 #8
Volunteer Retention Factors
#7 #6 #5 #4 #3 #2 And the #1 Factor leading to Volunteer Stickiness
is…
Step Five: Learn from Departures
Ten Reasons Why Employees Choose to Leave
1. Financial Needs2. Lack of Competitive Salaries3. Inadequate Benefits4. Poor Communication5. Negative Workplace Environment6. Lack of Recognition7. Unfair and Inequitable Treatment8. Inadequate job challenge9. Lack of job security10. Family/Work conflicts
See ya!
Exit Interviews Guarantee confidentiality Determine reason(s) for resignation Determine employee’s feelings
about the organization If applicable, inquire whether the
employee is interested in future employment
Exit Interview Questions
In conclusion… As you plan, recruit, interview, train, reward
and say farewell always remember… Today’s customers can become tomorrow’s best
staff! Today’s seasonal staff or jr. counselor might
someday be your best permanent employee. Today’s employee will one day have kids of their
own! As staff go through their lives and careers – you
never know who will be your next big donor, sponsor or board member.
So what’s the bottom line – Treat everyone who works for you – no matter how for a day or a lifetime, paid or volunteer as a price resource!
Thank you for your participation!
RESOURCES and VIRTUAL HELP
Service Leader (Virtual Volunteering Guide Book): http://www.serviceleader.org/new/documents/vvguide.pdf Association for Volunteer Administrators: www.avaintl.org
CompuMentor: www.compumentor.org (nonprofit technology portal)
Cyber Speaker: www.cyberspeaker.com/sevensteps.html Energize Inc.: www.energizeinc.com (general VPM resource)
Net Aid: www.1-800-Volunteer.org.org/ov/index_html TechSoup: www.techsoup.org (nonprofit technology portal) Volunteer Today: www.volunteertoday.com (VPM monthly e-
gazette) Netiquette: www.dtcc.edu/cs/rfc1855.html
www.volunteermatch.org/nonprofits/learningcenter/