unit 4: working with volunteers cert program manager
TRANSCRIPT
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Unit 4: Working With VolunteersCERT Program Manager
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CERT Program Manager: Working With Volunteers 4-2
Unit Objectives
• At the conclusion of this unit, the participants will be able to establish a process for working with volunteers:– Describe how to recruit volunteers– Describe how to orient volunteers– Explain why to track volunteers– Describe methods for managing volunteers– Identify techniques for retaining volunteers– Identify strategies for firing volunteers
PM 4-1
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CERT Program Manager: Working With Volunteers 4-3
Unit Topics
• The Program Manager and the CERT Volunteer
• Recruit Volunteers
• Orient Volunteers
• Track Volunteers
• Manage Volunteers
• Retain Volunteers
• Terminate a Volunteer
PM 4-1
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CERT Program Manager: Working With Volunteers 4-4
Program Mgr and Volunteers
• Volunteers are backbone of program– Provide administrative support– Run parts of program– Train CERT volunteers– Make up teams that
serve community
PM 4-2
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CERT Program Manager: Working With Volunteers 4-5
Working with Volunteers
• Program Manager must know how to work with volunteers– Skills are same as working with paid staff – Difference is in how you apply those skills
PM 4-2
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Prepare for Volunteers #1
• Identify ways that volunteers will be used in CERT program – May be described in the program description– If they aren’t in the program description, write
them down– Documentation applies to program
administration as well as to CERT activities!
PM 4-2
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Uses for Volunteers
How can a CERT program use volunteers?
• As a CERT member– Disaster response– Special events– Community
preparedness
• To help run the program, e.g.,– Data management– Communicating with
volunteers– Working with funders
and sponsors– Tracking equipment– Training
PM 4-2
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CERT Program Manager: Working With Volunteers 4-8
• Write job descriptions– Team member role – Other volunteer positions
Prepare for Volunteers #2
PM 4-6
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CERT Program Manager: Working With Volunteers 4-9
Written Job Descriptions
• Why is it a good idea to have written job descriptions?– They let the volunteer know what your
expectations are– They give you something to evaluate
performance against and something to fall back on if performance is inadequate or unacceptable
PM 4-6
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CERT Program Manager: Working With Volunteers 4-10
#1 Recruit Volunteers
PM 4-8
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CERT Program Manager: Working With Volunteers 4-11
Gateway to CERT
• Through CERT Basic Training
• Helps participants identify preferred role– To be an active member of program – Just want information for personal use
PM 4-8
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CERT Program Manager: Working With Volunteers 4-12
Volunteer Sources
• How do you find people to take the CERT Basic Training course? – Word of mouth is best way– Readymade groups– Groups with similar interests– Anyone or any group you speak to
PM 4-8
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CERT Program Manager: Working With Volunteers 4-13
The Dilemma
“Established Group” Advantage– Pre-existing reason(s) for working together– CERT can become part of their mission
• “Established Group” Disadvantage– Members of some groups are not
geographically connected– But CERTs are organized geographically
PM 4-8
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CERT Program Manager: Working With Volunteers 4-14
Recruitment Message Elements
1. Opening 2. Statement of need 3. Statement of solution4. Statement of level of knowledge needed5. Statement of benefits6. Contact point
PM 4-9
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CERT Program Manager: Working With Volunteers 4-15
Stress Expectations
• Be very clear and upfront about program’s expectations
• What are you asking?– That they complete CERT Basic Training?– That they build a local team?– That they help coordinate the local CERT
program?– That they participate in other non-disaster
activities?
PM 4-9
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CERT Program Manager: Working With Volunteers 4-16
Draft Program Plan:
Identify Recruitment Options
Exercise
PM 4-10
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CERT Program Manager: Working With Volunteers 4-17
#2 Orient Volunteers
• Provide information on National CERT Program
• Provide information about local CERT program
• Set standards
• Form relationship with new volunteer
• Determine volunteer assignment
PM 4-10
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CERT Program Manager: Working With Volunteers 4-18
Set Standards
• Volunteers should know the standards from beginning of their CERT membership– Acceptable participation in program– Maintaining active status– Standards of behavior– Following the team chain of command– Deferring to professional responders– Maintaining any equipment issued
PM 4-11
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CERT Program Manager: Working With Volunteers 4-19
Behavior is important!
• Volunteer behavior determines how program viewed by emergency responders, public officials, and community members– Negative incidents can bring down program
PM 4-11
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Perception of Volunteers
• Some officials concerned about volunteers working without supervision
• Team must be viewed as competent group of trained volunteers who:– Diligently follow directions from chain of
command – Provide valuable support for professional
response efforts
CERT Program Manager: Working With Volunteers 4-20
PM 4-11
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CERT Program Manager: Working With Volunteers 4-21
Form Relationship
• For volunteer to become official CERT volunteer– Volunteer completes membership application– Program Manager completes background
check (may be optional)– Program Manager has CERT ID card made (if
part of local program)– Program Manager adds volunteer’s contact info
to CERT member database
PM 4-12
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CERT Program Manager: Working With Volunteers 4-22
Determine Volunteer Task
• Member of CERT or other or both?
• Tell volunteers during orientation about other opportunities
• Talk with volunteers; find out special strengths that might serve program
• Include question on volunteer application about skills that might be useful to program
PM 4-13
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• Race, national origin, or birthplace
• Marital status• Religious affiliation• Credit card or home
ownership• Age, height, or weight• Pregnancy or
childcare arrangements
• Arrest record (criminal background checks are permissible)
• Discharge from military service
• Length of residency in the community
• Health (with exception)
CERT Program Manager: Working With Volunteers 4-23
Legally Out of Bounds
PM 4-13
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CERT Program Manager: Working With Volunteers 4-24
Make Orientation Fun
PM 4-14
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CERT Program Manager: Working With Volunteers 4-25
#3 Track Volunteers
PM 4-14
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CERT Program Manager: Working With Volunteers 4-26
Keep Volunteer Information
• What information is important to maintain on a volunteer?– Contact information– Date of graduation from CERT Basic Training– Active/non-active status– Established role within team or program– Number of hours they have served– Training and exercises completed and dates– Equipment issued to them– Their abilities and specialties PM 4-14
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CERT Program Manager: Working With Volunteers 4-27
Why Track Volunteers?
• Why do you need to track this information? – To account for who is in program– To know whom to mobilize for special
response – To know who has what skills and if current– To know where your equipment is and what to
get back when someone leaves– To know how to contact family of volunteer if
there is an emergency– To be able to justify your program
PM 4-15
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CERT Program Manager: Working With Volunteers 4-28
Justify Your Program
• CERT members are valuable community asset
• Trained CERT members perform tasks that would otherwise need to be performed by paid employee
• CERT members can:– Save jurisdiction thousands of dollars– Enhance other programs at little or no cost
PM 4-15
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CERT Program Manager: Working With Volunteers 4-29
#4 Manage Volunteers
• Tasks similar to managing paid staff– Train– Assign– Monitor– Evaluate
• Program Manager may share these responsibilities with team leader
PM 4-16
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CERT Program Manager: Working With Volunteers 4-30
Maintain Program Integrity
• Why do volunteers need to be managed?– To make sure CERT program is accountable– To make sure standards are met – To keep strong group of volunteers
PM 4-16
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CERT Program Manager: Working With Volunteers 4-31
Management Challenges
• Managing volunteers is different from managing staff– Volunteers can leave without warning – One or more unhappy volunteers can be quite
damaging
PM 4-17
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CERT Program Manager: Working With Volunteers 4-32
Management Challenges (cont’d)
• Program Manager tasks– Keep volunteers happy about being part of
CERT program– Sustain their commitment, their skills as
individuals, and their capabilities as a team
• It takes time!
PM 4-17
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CERT Program Manager: Working With Volunteers 4-33
Managing a CERT Event
Exercise
PM 4-17
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#5 Retain Volunteers
• To retain volunteers you have to understand:– What volunteers need – How to meet those needs
• Volunteers are crucial to program’s existence
• Keeping them involved and pleased with their participation is essential!
PM 4-19
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CERT Program Manager: Working With Volunteers 4-35
Why Volunteer?
• Why do people volunteer? – To serve– To help– To learn– To belong
PM 4-19
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CERT Program Manager: Working With Volunteers 4-36
What Do Volunteers Need?
• What needs do volunteers have once they are with CERT? Might be emotional, physical, or intellectual
– To be respected – To feel capable– To feel needed – To not be asked to do more than they can– To feel attended to – To be appreciated
PM 4-20
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• Provide training and exercises
• Ask them to help
• Recognize volunteers
To Keep Volunteers
PM 4-20
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To Keep Volunteers (cont’d)
• Match assignment to abilities and interests
• Provide resources that volunteers need to do their assigned tasks
• Pass on feedback that program receives about impact of volunteers’ work
• Have fun!
CERT Program Manager: Working With Volunteers 4-38
PM 4-22
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CERT Program Manager: Working With Volunteers 4-39
Volunteer Recognition
Exercise
PM 4-22
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CERT Program Manager: Working With Volunteers 4-40
Meetings
• Use volunteer meetings– Training– Recognition– Socializing
PM 4-24
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CERT Program Manager: Working With Volunteers 4-41
Draft Program Plan:
Capture Retention Ideas
Exercise
PM 4-25
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CERT Program Manager: Working With Volunteers 4-42
Terminating a Volunteer
1. When all other measures have failed
2. For gross misconduct: – Theft– Abuse– Being under the influence of drugs or alcohol
PM 4-25
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Guidelines
• Document your concerns and your actions
• Make sure comments are fair
• Focus on work, not on individual
• Follow program protocols for disciplinary procedures
CERT Program Manager: Working With Volunteers 4-43
PM 4-25
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Unit Summary
• The Program Manager and the CERT Volunteer
• Recruit Volunteers
• Orient Volunteers
• Track Volunteers
• Manage Volunteers
• Retain Volunteers
• Terminate a Volunteer
PM 4-26