Cheers for Volunteers Handouts
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“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 A workshop presented by Jodi Rudick, ADvisors Marketing Group
Access this presentation and other workshop extras at my blog: littleredsbigideas.typepad.com. Text Jodi at 760-809-3231
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 Customer Hook ‘em P.R.
Customer Service Customer Product Quality Sales Front-line contact ‘em
Keep coming back for more
Reel ‘em in
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 One Think 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)
Find 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 Three Select Super Staff
Previous employers Volunteer leadership School contacts Background Checks
Hiring the Best Employees
Applications Online screening Interviews
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
Welcome/Break the Ice Familiarization
The Details The People
Distribute volunteer handbook
Mission/Purpose of the Organization Programs History Policies and Procedures Unwritten rules Culture
Prepare the Environment
Staff Volunteers Marketing Materials
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
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?
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
Control Rumors and gossip Informal
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
Recognize and reward good volunteers Buy your regular volunteers tshirts, 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
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 Study to evaluate volunteer retention factors
By Adrian Goh and Steven Rogelberg
Surveyed 72 Volunteer Managers Surveyed 4139 volunteers
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. 2. 3. 4. 5. 6. 7.
8. 9. 10.
Financial Needs Lack of Competitive Salaries Inadequate Benefits Poor Communication Negative Workplace Environment Lack of Recognition Unfair and Inequitable Treatment Inadequate job challenge Lack of job security Family/Work conflicts
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
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/