volunteers make a difference take advantage kim rossman tutors of literacy in the commonwealth...

Volunteers Make a Volunteers Make a DifferenceDifference

Take AdvantageTake Advantage

Kim RossmanKim RossmanTutors of Literacy in the Tutors of Literacy in the

CommonwealthCommonwealth

kim@tlcliteracy.orgkim@tlcliteracy.org

General CommentsGeneral Comments

• Feel free to ask questions at any Feel free to ask questions at any time.time.

• Please turn cell phones on vibrate.Please turn cell phones on vibrate.

• We will take breaks, but feel free to We will take breaks, but feel free to get up as needed.get up as needed.

• Location of RestroomsLocation of Restrooms

AgendaAgenda• Welcome and IntroductionsWelcome and Introductions• Why Use Volunteers in Your Program?Why Use Volunteers in Your Program?• What Can Volunteers Do for Your Literacy What Can Volunteers Do for Your Literacy

Program?Program?• RecruitmentRecruitment• How to Promote Your ProgramHow to Promote Your Program• How to Persuade People to VolunteerHow to Persuade People to Volunteer• How to Get People to ParticipateHow to Get People to Participate• Managing VolunteersManaging Volunteers• RetentionRetention• Exiting the ProgramExiting the Program• Questions, Summary, and EvaluationsQuestions, Summary, and Evaluations

Why Use Volunteers in Why Use Volunteers in Your Program?Your Program?

Incorporating Volunteers Incorporating Volunteers Handout 1Handout 1

• Provides staff with an extra resource when trying Provides staff with an extra resource when trying to meet the individual needs of the learners.to meet the individual needs of the learners.

• Adds staff without increasing the budget.Adds staff without increasing the budget.

• Helps you meet in-kind matching requirements.Helps you meet in-kind matching requirements.

• Provides extra pairs of hands and eyes.Provides extra pairs of hands and eyes.

• Adds the valuable knowledge and experiences Adds the valuable knowledge and experiences that volunteers have to offer.that volunteers have to offer.

Incorporating VolunteersIncorporating Volunteers• Provides new ideas from an outside Provides new ideas from an outside

perspective.perspective.

• Strengthens the connection between your Strengthens the connection between your program and the community.program and the community.

• Creates greater community awareness.Creates greater community awareness.

• Adds a new level of energy and excitement.Adds a new level of energy and excitement.

• Enhances services that you provide.Enhances services that you provide.

• Enriches exposure to a variety of Enriches exposure to a variety of communities.communities.

What Can Volunteers Do What Can Volunteers Do For Literacy Programs?For Literacy Programs?

Volunteers Can Serve in Volunteers Can Serve in Literacy Programs in a Variety Literacy Programs in a Variety

of Waysof WaysHandout 2Handout 2

• TutorsTutors

• Classroom assistantsClassroom assistants

• Discussion group leadersDiscussion group leaders

• MentorsMentors

• Guest Speakers Guest Speakers

• Student or Tutor RecruiterStudent or Tutor Recruiter

• Activity LeaderActivity Leader

More Potential Volunteer RolesMore Potential Volunteer Roles

• FundraiserFundraiser

• Field Trip LeaderField Trip Leader

• Liaison with community or special Liaison with community or special interest groupinterest group

• Computer InstructorComputer Instructor

• General Office AssistantGeneral Office Assistant

• Tutor support group coordinatorTutor support group coordinator

Which position(s) would Which position(s) would your program most likely your program most likely use and/or benefit from?use and/or benefit from?

Hmmmmm…..Hmmmmm…..

• Consider the education, skill levels, and Consider the education, skill levels, and backgrounds of your backgrounds of your desireddesired volunteers. volunteers.– What type of jobs would they be qualified to do?What type of jobs would they be qualified to do?– What type of jobs would be interesting to them?What type of jobs would be interesting to them?

• Create a job description for each volunteer Create a job description for each volunteer position that you would like to fill. position that you would like to fill.

Six Qualities ALL VolunteersSix Qualities ALL Volunteers Must Have Must Have

• TimeTime• CommitmentCommitment• Willingness to LearnWillingness to Learn• Regular and Open CommunicationRegular and Open Communication• SensitivitySensitivity• Affirming PersonalityAffirming Personality

From Thinkfinity’s on-line course “Orientation to From Thinkfinity’s on-line course “Orientation to Volunteering in Literacy”Volunteering in Literacy”

Writing Volunteer Writing Volunteer PositionPosition

“Job” Descriptions “Job” Descriptions

Handouts 3 and 4Handouts 3 and 4

Writing Volunteer Position Writing Volunteer Position “Job” Descriptions“Job” Descriptions

•Position TitlePosition Title

•Purpose and GoalsPurpose and Goals

•Outcomes ExpectedOutcomes Expected

•Work LocationWork Location

•Volunteer ImpactVolunteer Impact

•Responsibilities and DutiesResponsibilities and Duties

•QualificationsQualifications

Writing Volunteer Position Writing Volunteer Position “Job” Descriptions, “Job” Descriptions,

continuedcontinued•Commitment RequiredCommitment Required

•TrainingTraining•Date Date (for updating purposes)(for updating purposes)

•Volunteer Supervisor and Volunteer Supervisor and Contact InformationContact Information

Summarized from TxServe and the Texas Commission on Summarized from TxServe and the Texas Commission on Volunteerism and Community Service December 1998 Volunteerism and Community Service December 1998 www.txserve.org/www.txserve.org/

RECRUITMENTRECRUITMENT

What is recruitment?What is recruitment?

What is Recruitment? What is Recruitment?

• Asking people to be part of and Asking people to be part of and participate in your program.participate in your program.

• Marketing: Selling them on your Marketing: Selling them on your volunteer opportunities over those of volunteer opportunities over those of another program.another program.

Three Components of Three Components of RecruitmentRecruitment

RecruitmentRecruitment

•Promotion Promotion

•Persuasion Persuasion •ParticipationParticipation

PromotionPromotion

• Get the information out. Get the information out.

• Let people know that your program Let people know that your program exists and that you are interested in exists and that you are interested in using volunteers.using volunteers.

PersuasionPersuasion

• Convince the target audience (which Convince the target audience (which you will need to identify) to join. you will need to identify) to join.

• Why is your volunteer position better Why is your volunteer position better than someone else’s? than someone else’s?

• Why should they donate their time Why should they donate their time and energy? and energy?

• Be prepared to answer WIIFM.Be prepared to answer WIIFM.

ParticipationParticipation

• Physically get the people to participate in Physically get the people to participate in your program. your program.

• Someone may indicate an interest in Someone may indicate an interest in volunteering - they aren’t helping your volunteering - they aren’t helping your agency until they have attended the training, agency until they have attended the training, walked through your door, and met with a walked through your door, and met with a student. student.

• You may need to offer some kind of incentive You may need to offer some kind of incentive to get them to follow through on their to get them to follow through on their commitment.commitment.

How Do We Promote Our How Do We Promote Our Program?Program?

What can you use to inform What can you use to inform people of a need for people of a need for

volunteers?volunteers?

Volunteer recruitment would be Volunteer recruitment would be easiereasier

if everyone in your community if everyone in your community

already knew what you do and already knew what you do and

where you are located.where you are located.

Promoting your program Promoting your program should be an on-going effort should be an on-going effort

with the local media.with the local media.

Identify your target Identify your target audience.audience.

Quote from Dale Carnegie Quote from Dale Carnegie

““I go fishing in Maine every summer. I go fishing in Maine every summer. Personally, I am very fond of strawberries Personally, I am very fond of strawberries

and cream; but I find that for some and cream; but I find that for some strange reason fish prefer worms. So when strange reason fish prefer worms. So when

I go fishing, I don’t think about what I I go fishing, I don’t think about what I want. I think about what want. I think about what theythey want. I don’t want. I don’t bait the hook with strawberries and cream. bait the hook with strawberries and cream. Rather, I dangle a worm or a grasshopper Rather, I dangle a worm or a grasshopper in front of the fish and say: ‘Wouldn’t you in front of the fish and say: ‘Wouldn’t you like to have that?’ Why not use the same like to have that?’ Why not use the same common sense when fishing for men?” common sense when fishing for men?”

Questions to Ask Before Questions to Ask Before RecruitingRecruiting

• What kind of person do I want as a What kind of person do I want as a volunteer?volunteer?

• How would I describe the ideal How would I describe the ideal volunteer?volunteer?

• Where is this person going to go?Where is this person going to go?

• What is this person going to be reading?What is this person going to be reading?

• What would attract this person’s What would attract this person’s attention?attention?

Also ConsiderAlso Consider

• Demographics of an area (population Demographics of an area (population size, density, growth, ethnicity, and size, density, growth, ethnicity, and distribution)distribution)

• Values and beliefs of an areaValues and beliefs of an area

• Individual differencesIndividual differences

What has and has not worked in the What has and has not worked in the past? past?

Why or why not? Why or why not?

What do you think will best attract What do you think will best attract

your target audience?your target audience?

Recruitment Planning Recruitment Planning QuestionsQuestions

Before recruiting, have a well Before recruiting, have a well thought out plan.thought out plan.

Recruitment Planning Recruitment Planning QuestionsQuestions

Handout 5Handout 5 • What human resources will be What human resources will be

needed to accomplish organizational needed to accomplish organizational goals in the next twelve months? goals in the next twelve months? (Consider skills, talents, experience, (Consider skills, talents, experience, attitudes, and attributes as well as attitudes, and attributes as well as number/quantity.)number/quantity.)

• What skills and talents do we What skills and talents do we currently have in our organization?currently have in our organization?

• What are the gaps in our talent pool?What are the gaps in our talent pool?

Recruitment Planning Recruitment Planning Questions Questions

• Do we have job descriptions for all Do we have job descriptions for all volunteer positions?volunteer positions?

• What may prevent someone from What may prevent someone from volunteering with us?volunteering with us?

• What factors may encourage or What factors may encourage or attract volunteers to our attract volunteers to our organization?organization?

Recruitment Planning Recruitment Planning Questions Questions

• Are there potential volunteer Are there potential volunteer markets that we are not reaching?markets that we are not reaching?

• How can we best reach new How can we best reach new volunteer markets?volunteer markets?

• Do we have a planned and targeted Do we have a planned and targeted recruitment campaign?recruitment campaign?

Recruitment Planning Recruitment Planning Questions Questions

• Do the methods and messages we use relate to our Do the methods and messages we use relate to our community and the kind of volunteers we want to community and the kind of volunteers we want to attract? (Select the appropriate recruitment attract? (Select the appropriate recruitment method to reach the target population.)method to reach the target population.)

• Do we have the systems and tools in place to bring Do we have the systems and tools in place to bring volunteers into our organization quickly and easily?volunteers into our organization quickly and easily?

• Do we have knowledgeable, enthusiastic, well-Do we have knowledgeable, enthusiastic, well-trained people involved in the recruitment process?trained people involved in the recruitment process?

http://www.laubach.ca/newslet/nov03/extra/1.htm http://www.laubach.ca/newslet/nov03/extra/1.htm

Ways to Recruit VolunteersWays to Recruit Volunteers

Handouts 6 and 7Handouts 6 and 7

Ways to Recruit VolunteersWays to Recruit Volunteers

Write letters to corporations, businesses, Write letters to corporations, businesses, special interest groups, community groups, special interest groups, community groups, and professional organizations in your and professional organizations in your community.community.

Ask local companies if they have newsletters Ask local companies if they have newsletters and if they will include an ad for volunteers.and if they will include an ad for volunteers.

Post your organization on Post your organization on www.VolunteerMatch.com and local www.VolunteerMatch.com and local volunteer websites.volunteer websites.

Ways to Recruit VolunteersWays to Recruit Volunteers

Have your program flyer included with pay Have your program flyer included with pay stubs of local companies.stubs of local companies.

Ask local radio and TV stations to broadcast Ask local radio and TV stations to broadcast your ad as a public service announcement.your ad as a public service announcement.

Place ads in your local papers, including Place ads in your local papers, including any free papers and local foreign language any free papers and local foreign language papers. Many papers list volunteer papers. Many papers list volunteer possibilities in a specific section one day possibilities in a specific section one day each week.each week.

Ways to Recruit VolunteersWays to Recruit Volunteers

Seek support from local service Seek support from local service organizations such as Rotary, Lions, organizations such as Rotary, Lions, Junior League, fraternities, and sororities.Junior League, fraternities, and sororities.

Ask to present your needs in local Ask to present your needs in local continuing education classes.continuing education classes.

Collaborate with your local Retired Senior Collaborate with your local Retired Senior Volunteer Program, foster grandparents, Volunteer Program, foster grandparents, AmeriCorps, or Peace Corps.AmeriCorps, or Peace Corps.

Ways to Recruit VolunteersWays to Recruit Volunteers

Contact your local high schools and Contact your local high schools and universities to get on their volunteer lists. universities to get on their volunteer lists. Many schools have requirements for Many schools have requirements for volunteer service. Ask if they have a fair volunteer service. Ask if they have a fair where you could promote your organization.where you could promote your organization.

Contact churches and religious groups. Ask Contact churches and religious groups. Ask to be considered for service projects or to be considered for service projects or mentioned in their bulletins and mentioned in their bulletins and newsletters.newsletters.

Ways to Recruit VolunteersWays to Recruit Volunteers

Present your program in local clubs such Present your program in local clubs such as book clubs, 4H, scouts, and craft guilds.as book clubs, 4H, scouts, and craft guilds.

Coordinate with your local United Way Coordinate with your local United Way and place ads in their publications.and place ads in their publications.

Place ads on your local community web Place ads on your local community web pages and in Chamber of Commerce pages and in Chamber of Commerce information.information.

Use the word FREE in your ads.Use the word FREE in your ads.

Ways to Recruit VolunteersWays to Recruit Volunteers

Have your program included with Have your program included with local Welcome Wagon packets.local Welcome Wagon packets.

Ask if you can place announcements Ask if you can place announcements at local blood drives.at local blood drives.

Many supermarkets have a wall near Many supermarkets have a wall near the entrance with announcements. the entrance with announcements. Ask about placing your ad there.Ask about placing your ad there.

Post flyers everywhere you can.Post flyers everywhere you can.

FOR YOUR REFERENCEFOR YOUR REFERENCE

Groups to ContactGroups to Contact

• Advocacy groupsAdvocacy groups

• Community service restitution programsCommunity service restitution programs

• Employment assistance programs, Employment assistance programs, CareerLinksCareerLinks

• Family members of staff and/or studentsFamily members of staff and/or students

• Job seekersJob seekers

• Job training and counseling programsJob training and counseling programs

• Lit CorpsLit Corps

More Groups to ContactMore Groups to Contact

• Military units and retired military personnelMilitary units and retired military personnel

• New residents of the communityNew residents of the community

• Parent groupsParent groups

• Public agencies, community centers, Public agencies, community centers, retired personnelretired personnel

• Rehabilitation agencies/programsRehabilitation agencies/programs

• Retired executives, teachers Retired executives, teachers

• Retirement homesRetirement homes

Still More Groups to ContactStill More Groups to Contact

• Students seeking internships and Students seeking internships and service opportunitiesservice opportunities

• Student vocational training programsStudent vocational training programs

• Teachers (offer basic tutor training Teachers (offer basic tutor training with Act 48 credits)with Act 48 credits)

• Unions and Trade AssociationsUnions and Trade Associations

• VISTA volunteersVISTA volunteers

Other Places to Distribute Other Places to Distribute Recruitment InformationRecruitment Information

• Corporation and Utility BuildingsCorporation and Utility Buildings

• Conferences/special eventsConferences/special events

• Doctor’s OfficesDoctor’s Offices

• LibrariesLibraries

• List serves, Electronic Bulletin Boards, and List serves, Electronic Bulletin Boards, and Web sitesWeb sites

• Personnel Directors’ OfficesPersonnel Directors’ Offices

• Pre-retirement SeminarsPre-retirement Seminars

Other Places to Distribute Other Places to Distribute Recruitment InformationRecruitment Information

• Public Transit Bus CardsPublic Transit Bus Cards• Shopping MallsShopping Malls• Speakers’ BureausSpeakers’ Bureaus• Telephone BooksTelephone Books• Tourist Information BureausTourist Information Bureaus• TV and Radio StationsTV and Radio Stations• University Job OfficesUniversity Job Offices• Volunteer CentersVolunteer Centers• Volunteer Recruitment FairsVolunteer Recruitment Fairs

BREAKBREAK

How Do We Persuade How Do We Persuade People People

to Volunteer?to Volunteer?

You must “sell” people You must “sell” people on your program.on your program.

ProvideProvide

• Clear, concise, upbeat, positive, and Clear, concise, upbeat, positive, and appealing information. appealing information.

• Training and support. Training and support.

Trends that Affect Trends that Affect VolunteeringVolunteering

– Fewer people are volunteering.Fewer people are volunteering.– Volunteer job design is becoming more Volunteer job design is becoming more

vital to attract volunteers.vital to attract volunteers.– Young people volunteer to gain work-Young people volunteer to gain work-

related skills.related skills.– More seniors travel or have multiple More seniors travel or have multiple

activities and therefore have less time activities and therefore have less time available for volunteering.available for volunteering.

Trends that Affect Trends that Affect VolunteeringVolunteering

– Volunteers are looking for opportunities Volunteers are looking for opportunities for growth and skill acquisition through for growth and skill acquisition through volunteer development.volunteer development.

– Volunteers are looking for a meaningful Volunteers are looking for a meaningful way to spend their time; ways to way to spend their time; ways to contribute their skills to an contribute their skills to an organization; a well-planned role; organization; a well-planned role; volunteer opportunities that benefit the volunteer opportunities that benefit the organization, the community, and organization, the community, and themselves.themselves.

Potential Volunteer Potential Volunteer QuestionsQuestions

Handout 8Handout 8• ““What will I be doing?”What will I be doing?”

• ““When will I volunteer?” When will I volunteer?”

• ““How often will I volunteer?” How often will I volunteer?”

• ““How long will I volunteer?” How long will I volunteer?”

• ““Where will I be working?”Where will I be working?”

• ““Why should I volunteer?” Why should I volunteer?”

• ““What’s in it for me?” What’s in it for me?”

• ““Will I receive any training or ongoing Will I receive any training or ongoing support?”support?”

Reasons that People Reasons that People VolunteerVolunteer

Handout 9Handout 9

• to help someoneto help someone

• to do their civic dutyto do their civic duty

• to keep busyto keep busy

• to gain recognitionto gain recognition

• to make new friendsto make new friends

Reasons that People Reasons that People VolunteerVolunteer

• to explore a career/try new skillsto explore a career/try new skills

• to do something different than a jobto do something different than a job

• to feel good/to feel proudto feel good/to feel proud

• to have an impactto have an impact

• to be part of a teamto be part of a team

• to learn something newto learn something new

• to be an advocate to be an advocate

Reasons that People Reasons that People VolunteerVolunteer

• to foster a personal connection to to foster a personal connection to literacyliteracy

• to be challengedto be challenged

• to give time rather than moneyto give time rather than money

• to donate professional skillsto donate professional skills

• to explore a new careerto explore a new career

• to use skills in a new wayto use skills in a new way

ParticipationParticipation

Once We Have Interested Once We Have Interested People, How Do We Get People, How Do We Get Them To Participate?Them To Participate?

• Have everything ready to incorporate Have everything ready to incorporate volunteers into your program before you volunteers into your program before you start recruiting.start recruiting.

• Have the volunteer position descriptions Have the volunteer position descriptions written, the procedures and policies written, the procedures and policies decided, the training needs evaluated, and decided, the training needs evaluated, and supervisors for the various positions supervisors for the various positions assigned and informed about all the things assigned and informed about all the things a volunteer may ask.a volunteer may ask.

What are some reasons What are some reasons people would be interested in people would be interested in

- but not willing or able - to - but not willing or able - to participate? participate?

• Time constraints – they are not free in Time constraints – they are not free in the needed time framethe needed time frame

• TransportationTransportation

• Unanswered questions, unclear Unanswered questions, unclear descriptiondescription

• Unclear directions to locationUnclear directions to location

• Complicated application processComplicated application process

• Unfriendly staffUnfriendly staff

Which factors can you control? Which factors can you control?

How can you minimize/eliminate How can you minimize/eliminate the the

ones you can control?ones you can control?

TrainingTraining

Tips for a Successful Tips for a Successful

Orientation TrainingOrientation Training

• The orientation should be held on-site The orientation should be held on-site so that a tour of the facilities can be so that a tour of the facilities can be given.given.

• The meeting should last a maximum of The meeting should last a maximum of two hours.two hours.

• Have a registration area near the door.Have a registration area near the door.• Prepare a display of materials used in Prepare a display of materials used in

your program and photographs of your program and photographs of program activities.program activities.

• Provide an overview of:Provide an overview of:– the history of your literacy programthe history of your literacy program– your structure and organizationyour structure and organization– the services offeredthe services offered– how the local program connects to the how the local program connects to the

national organizationnational organization– the program participants (volunteers, the program participants (volunteers,

staff, Board members, students)staff, Board members, students)

• Invite a program participant to share their Invite a program participant to share their experiences and responsibilities.experiences and responsibilities.

• Show a recent video of a tutoring session and Show a recent video of a tutoring session and small group sessions.small group sessions.

• Describe your program’s expectations of Describe your program’s expectations of volunteers and the variety of roles that they volunteers and the variety of roles that they can hold. Include job descriptions, can hold. Include job descriptions, commitment required, reporting procedures, commitment required, reporting procedures, initial training process, and ongoing training initial training process, and ongoing training opportunities.opportunities.

• Ask participants to complete a volunteer data Ask participants to complete a volunteer data sheet with information on hobbies, etc.. sheet with information on hobbies, etc..

Providing Orientation and Providing Orientation and TrainingTraining

• Shows the volunteers that you value Shows the volunteers that you value them enough to make an investment them enough to make an investment in them.in them.

• Makes them feel that they belong.Makes them feel that they belong.

• Allows volunteers to adapt more Allows volunteers to adapt more easily to the organization.easily to the organization.

• Include any codes of conduct that Include any codes of conduct that are expected, such as confidentiality, are expected, such as confidentiality, dress codes, appropriate dress codes, appropriate interactions, etc.. interactions, etc..

• Provide in-service training, especially Provide in-service training, especially in response to requests. in response to requests.

• Make materials available and provide Make materials available and provide resources – including people. resources – including people.

““After their initial tutor workshop, After their initial tutor workshop, continuing training of tutors is critical to continuing training of tutors is critical to

an effective volunteer-based literacy an effective volunteer-based literacy program. In-service training needs to be program. In-service training needs to be

scheduled on a regular basis, and scheduled on a regular basis, and participation should be part of the participation should be part of the

commitment to being a commitment to being a tutor for your program.”tutor for your program.”

from 2006 ProLiteracy Worldwidefrom 2006 ProLiteracy Worldwide

In-Service TrainingsIn-Service Trainings

• Provide in-services in a variety of Provide in-services in a variety of formatsformats

• Present at different locationsPresent at different locations

• Tap into expertise in the community Tap into expertise in the community (local and literacy)(local and literacy)

• Make materials availableMake materials available

• Provide resourcesProvide resources

Tutors of Literacy in the Tutors of Literacy in the Commonwealth Commonwealth

has various trainings available for has various trainings available for

volunteer tutors. volunteer tutors.

Customized trainings are also Customized trainings are also available.available.

MANAGEMENTMANAGEMENT

Once We Have Volunteers, Once We Have Volunteers, What Are Some Ways of What Are Some Ways of

Managing Them?Managing Them?Handout 10Handout 10

MANAGEMENTMANAGEMENT

A clear, complete, and current A clear, complete, and current description of the duties and description of the duties and

responsibilities of the position should responsibilities of the position should be available. This description should be be available. This description should be

the basis of the management and the basis of the management and evaluation of the volunteer. Consider evaluation of the volunteer. Consider having a written contract so that both having a written contract so that both

parties are clear on the job parties are clear on the job responsibilities.responsibilities.

MANAGEMENTMANAGEMENT

• Volunteers should be accepted for a Volunteers should be accepted for a specific length of time, such as one specific length of time, such as one year, which can be renewed by both year, which can be renewed by both parties.parties.

• Each volunteer should have a clearly Each volunteer should have a clearly defined supervisor for day-to-day defined supervisor for day-to-day management, guidance, management, guidance, consultation, and assistance.consultation, and assistance.

MANAGEMENTMANAGEMENT

Maintain records on each volunteer, Maintain records on each volunteer, including dates of service, positions held, including dates of service, positions held,

duties performed, evaluation of work, duties performed, evaluation of work, and awards received. The volunteers and awards received. The volunteers

themselves, or the appropriate staff, can themselves, or the appropriate staff, can be responsible for the submission of this be responsible for the submission of this

information. Volunteers can be information. Volunteers can be responsible for the completion and timely responsible for the completion and timely

submission of their own timesheets.submission of their own timesheets.

MANAGEMENTMANAGEMENT

• Provide additional, ongoing training. Provide additional, ongoing training.

• Have an established worksite for the Have an established worksite for the volunteer, with all required space, volunteer, with all required space, equipment, materials, and facilities.equipment, materials, and facilities.

• Acknowledge volunteer help on a Acknowledge volunteer help on a regular basis and show your regular basis and show your appreciation.appreciation.

MANAGEMENTMANAGEMENT

• Maintain contact on a regular basis. Maintain contact on a regular basis. Make the contact personal, not just a Make the contact personal, not just a part of the job.part of the job.

• Provide counseling, advising, and contact Provide counseling, advising, and contact information for other professionals who information for other professionals who can be used as resources.can be used as resources.

• Provide a mentor to new volunteers, or Provide a mentor to new volunteers, or make sure they know whom to contact make sure they know whom to contact with questions, problems, or with questions, problems, or suggestions. suggestions.

MANAGEMENTMANAGEMENT

• Provide a sense of community and family with Provide a sense of community and family with students, volunteers, and staff.students, volunteers, and staff.

• If a volunteer is not comfortable in a particular If a volunteer is not comfortable in a particular position, find that volunteer a new position. position, find that volunteer a new position.

• Provide and complete evaluation forms in a Provide and complete evaluation forms in a timely manner.timely manner.

• Make volunteers part of the planning and Make volunteers part of the planning and implementation to encourage ownership and implementation to encourage ownership and pride of the program.pride of the program.

• Treat volunteers with the same respect as the Treat volunteers with the same respect as the paid staff.paid staff.

VOLUNTEER VOLUNTEER RESPONSIBILITIESRESPONSIBILITIES

Handout 11Handout 11

Volunteer ResponsibilitiesVolunteer Responsibilities

• Volunteers must maintain confidentially Volunteers must maintain confidentially to all proprietary or privileged to all proprietary or privileged information to which they are exposed, information to which they are exposed, involving staff, clients, or other involving staff, clients, or other volunteers.volunteers.

• Volunteers should actively perform their Volunteers should actively perform their duties to the best of their abilities; they duties to the best of their abilities; they should also remain loyal to the goals should also remain loyal to the goals and procedures of the agency.and procedures of the agency.

Volunteer ResponsibilitiesVolunteer Responsibilities

• Volunteers should adhere to the Volunteers should adhere to the appropriate dress code.appropriate dress code.

• Volunteers should inform the Volunteers should inform the supervisor as far ahead as possible if supervisor as far ahead as possible if unable to meet a normal time unable to meet a normal time commitment.commitment.

VOLUNTEER EVALUATIONSVOLUNTEER EVALUATIONS

Handout 11Handout 11

Standard EvaluationsStandard Evaluations

• Provide volunteers with feedback on how Provide volunteers with feedback on how they are doing.they are doing.

• Monitor performance.Monitor performance.• Offer suggestions for change.Offer suggestions for change.• Seek suggestions for ways to enhance Seek suggestions for ways to enhance

volunteer relationships with agency.volunteer relationships with agency.• Convey appreciation.Convey appreciation.• Make sure the person is still interested in Make sure the person is still interested in

that position.that position.• Can be based on standards of Can be based on standards of

performance.performance.

Standards of Performance Standards of Performance ShouldShould

Handout 11Handout 11 • Go along with the job description.Go along with the job description.

• Be a joint function between staff and volunteer Be a joint function between staff and volunteer so that each party fully understands the so that each party fully understands the responsibilities included and what is required of responsibilities included and what is required of them.them.

• Include the following:Include the following:– Work to be done.Work to be done.– Measurable indicators of whether the work was Measurable indicators of whether the work was

accomplished.accomplished.– Appropriate timelines for accomplishment of the work.Appropriate timelines for accomplishment of the work.

How to Get the Best from How to Get the Best from Your Volunteer Work ForceYour Volunteer Work Force

How to Get the Best from Your How to Get the Best from Your Volunteer Work ForceVolunteer Work Force

• Assign someone, either staff or volunteer, Assign someone, either staff or volunteer, whose sole responsibility is making certain whose sole responsibility is making certain volunteers are properly and quickly thanked volunteers are properly and quickly thanked after an activity or on a regular basis. after an activity or on a regular basis.

• Make volunteers believe that your campaign Make volunteers believe that your campaign is their campaign.is their campaign.

• Avoid comparing volunteers or teams with Avoid comparing volunteers or teams with each other. Compare the results of volunteer each other. Compare the results of volunteer effort against targets, not other volunteers.effort against targets, not other volunteers.

How to Get the Best from Your How to Get the Best from Your Volunteer Work ForceVolunteer Work Force

• Be available, or see that someone is available, Be available, or see that someone is available, to give immediate attention to volunteer to give immediate attention to volunteer queries.queries.

• Assign volunteers to work in areas in which Assign volunteers to work in areas in which they will look good and perform well.they will look good and perform well.

• Organize volunteer events carefully. Be Organize volunteer events carefully. Be prepared prior to the arrival of the volunteers. prepared prior to the arrival of the volunteers. All brainstorming and planning should be All brainstorming and planning should be finished and you should be ready to assign finished and you should be ready to assign specific tasks. A well-organized program is specific tasks. A well-organized program is more likely to attract repeat support.more likely to attract repeat support.

Seven Steps to Achieve Seven Steps to Achieve Effective Volunteer SupportEffective Volunteer Support

Handout 12Handout 12

• Define why you need volunteers.Define why you need volunteers.

• Design valuable volunteer opportunities.Design valuable volunteer opportunities.

• Recruit carefully.Recruit carefully.

• Screen, interview, and place volunteers Screen, interview, and place volunteers cautiously.cautiously.

• Bring volunteers on board with training.Bring volunteers on board with training.

• Recognize. Recognize. Recognize.Recognize. Recognize. Recognize.

• Follow-up effectively.Follow-up effectively.

From http://www.charityvillage.com/cv/main.asp From http://www.charityvillage.com/cv/main.asp

RETENTIONRETENTION

What Can I Do To Retain What Can I Do To Retain Volunteers?Volunteers?

What Can I Do To Retain What Can I Do To Retain Volunteers?Volunteers?

Handout 13Handout 13

• Treat each volunteer professionally Treat each volunteer professionally and with respect.and with respect.

• Provide training, workshops, and in-Provide training, workshops, and in-service trainings.service trainings.

• Be specific about responsibilities.Be specific about responsibilities.

• Explain their support system (who Explain their support system (who they should contact with questions they should contact with questions and problems).and problems).

What Can I Do To Retain What Can I Do To Retain Volunteers?Volunteers?

• Listen to volunteers’ questions and Listen to volunteers’ questions and suggestions.suggestions.

• Provide networking time with other Provide networking time with other volunteers so they can share ideas.volunteers so they can share ideas.

• Volunteers should have access to the Volunteers should have access to the appropriate and available materials they appropriate and available materials they might need.might need.

• Let volunteers work in their interest areas. Let volunteers work in their interest areas. Align strengths with needs.Align strengths with needs.

What Can I Do To Retain What Can I Do To Retain Volunteers?Volunteers?

• Have a variety of types of jobs Have a variety of types of jobs available.available.

• Meet with volunteers on a regular basis.Meet with volunteers on a regular basis.

• Include volunteers in holiday activities.Include volunteers in holiday activities.

• Nurture all volunteers and recognize Nurture all volunteers and recognize their achievements.their achievements.

• Allow the volunteer to have some Allow the volunteer to have some personal responsibility and ownership.personal responsibility and ownership.

What Can I Do To Retain What Can I Do To Retain Volunteers?Volunteers?

• Give new challenges and permission to Give new challenges and permission to take calculated risks or try new ideas.take calculated risks or try new ideas.

• Create a warm, friendly atmosphere where Create a warm, friendly atmosphere where volunteers feel welcome.volunteers feel welcome.

• Make sure volunteer needs are being met. Make sure volunteer needs are being met. Is the experience making them feel good? Is the experience making them feel good? Is it boosting their self-esteem?Is it boosting their self-esteem?

• Recognize volunteers in as many ways as Recognize volunteers in as many ways as possible.possible.

RECOGNITIONRECOGNITION

Handout 13Handout 13

RecognitionRecognition

• Recognition shows that your program values Recognition shows that your program values volunteer support.volunteer support.

• Recognition provides a motivation for Recognition provides a motivation for continuing commitment.continuing commitment.

• Recognition should be both formal and Recognition should be both formal and informal, including organization-wide events informal, including organization-wide events and personal notes and communication. and personal notes and communication. Keep Keep in mind the personal preferences of the in mind the personal preferences of the volunteers.volunteers.

• Publish names in newspaper or newsletter.Publish names in newspaper or newsletter.• Have an end of the year breakfast, lunch, or Have an end of the year breakfast, lunch, or

dinner.dinner.

RecognitionRecognition

• Send holiday, birthday, congratulatory, and Send holiday, birthday, congratulatory, and sympathy cards.sympathy cards.

• Thank and praise the volunteers frequently. Thank and praise the volunteers frequently. • Nominate volunteers for recognition by Nominate volunteers for recognition by

other organizations.other organizations.• Have an end of the year recognition activity.Have an end of the year recognition activity.• Award gifts, pins, certificates, flowers at Award gifts, pins, certificates, flowers at

recognition events.recognition events.• Tell Board members about a volunteer’s Tell Board members about a volunteer’s

work.work.

VOLUNTEER EXITVOLUNTEER EXIT

Exit InterviewsExit Interviews

• Exit interviews should be conducted Exit interviews should be conducted when possible.when possible.

• Ask why the volunteer is leaving; ask Ask why the volunteer is leaving; ask for suggestions for improving the for suggestions for improving the position.position.

Inappropriate Volunteer Inappropriate Volunteer

What to Do?What to Do?

Suggestions from Literacy Suggestions from Literacy ProgramsPrograms

– Move the tutor to a different volunteer Move the tutor to a different volunteer position.position.

– Be honest and tell the tutor the match is not Be honest and tell the tutor the match is not appropriate.appropriate.

– Have the orientation screen out inappropriate Have the orientation screen out inappropriate volunteers.volunteers.

– Train volunteers in interpersonal skills (or Train volunteers in interpersonal skills (or whatever the issue may be).whatever the issue may be).

– Assign them to observe (or be observed by) Assign them to observe (or be observed by) an experienced tutor.an experienced tutor.

Dismissal of a VolunteerDismissal of a Volunteer

Volunteers who do not adhere to Volunteers who do not adhere to the rules and procedures of the the rules and procedures of the

agency or who fail to perform their agency or who fail to perform their volunteer assignment volunteer assignment

satisfactorily are subject to satisfactorily are subject to dismissal. dismissal.

The volunteer should be given the The volunteer should be given the opportunity to discuss the reasons opportunity to discuss the reasons

for possible dismissal.for possible dismissal.

Reasons for Dismissal Reasons for Dismissal

– Gross misconduct or insubordination.Gross misconduct or insubordination.– Being under the influence of alcohol or Being under the influence of alcohol or

drugs.drugs.– Theft of property of misuse of agency Theft of property of misuse of agency

equipment or materials.equipment or materials.– Abuse or mistreatment of clients or co-Abuse or mistreatment of clients or co-

workers.workers.

Reasons for DismissalReasons for Dismissal

– Failure to abide by agency policies and Failure to abide by agency policies and procedures.procedures.

– Failure to meet physical or mental Failure to meet physical or mental standards of performance.standards of performance.

– Failure to perform assigned duties Failure to perform assigned duties satisfactorily.satisfactorily.

Summary & Questions Summary & Questions & Comments& Comments

Please Complete an Please Complete an EvaluationEvaluation

Sources of InformationSources of Information

Volunteer Recruitment 101: A Fair ExchangeVolunteer Recruitment 101: A Fair Exchange

• http://www.laubach.ca/newslet/nov03/extra/1.htmhttp://www.laubach.ca/newslet/nov03/extra/1.htm

Sample Volunteer Management Policies. 1990Sample Volunteer Management Policies. 1990

• http://www.casanet.org/program-management/volunteer-http://www.casanet.org/program-management/volunteer-manage/manage.htmmanage/manage.htm

ProLiteracy Worldwide, Meeting the Needs of Volunteer TutorsProLiteracy Worldwide, Meeting the Needs of Volunteer Tutors

• http://literacynetwork.verizon.org/fileadmin/download/http://literacynetwork.verizon.org/fileadmin/download/MeetNeedsVol.pdfMeetNeedsVol.pdf

Thinkfinity website, on-line coursesThinkfinity website, on-line courses

• http://literacynetwork.verizon.org/Free-Online-http://literacynetwork.verizon.org/Free-Online-Courses.21.0.htmlCourses.21.0.html

Sources of InformationSources of Information

Seven steps to achieve effective volunteer supportSeven steps to achieve effective volunteer support• http://www.charityvillage.com/charityvillage/researchrvoll6.htmhttp://www.charityvillage.com/charityvillage/researchrvoll6.htm

TxServe; Texas Commission on Volunteerism and Community TxServe; Texas Commission on Volunteerism and Community Service. December 1998 Service. December 1998

• www.txserve.org/www.txserve.org/

A Guide to 50/50 ManagementA Guide to 50/50 Management, Literacy Volunteers of America, Inc., Literacy Volunteers of America, Inc.

Basic Steps for Volunteer Recruitment. 1997Basic Steps for Volunteer Recruitment. 1997• CyberVPM.comCyberVPM.com

Canada Survey of Giving, Volunteering and Participating (2000)Canada Survey of Giving, Volunteering and Participating (2000)• www.givingandvolunteering.cawww.givingandvolunteering.ca

Thank you for your Thank you for your participation.participation.

Feel free to contact me Feel free to contact me kim@tlcliteracy.orgkim@tlcliteracy.org (814) 867 - 0203(814) 867 - 0203