Building an Exceptional Volunteer Program

© Copyright 2011, NorthSky Nonprofit Network. All rights reserved.

Presented by:

Your Trainers

Amanda Hilt, Volunteer CoordinatorUnited Way of Northwest MichiganAmanda@unitedwaynwmi.org(231) 947-3200 x 206

Pam Evans, Professional Development ConsultantNorthSky Nonprofit Networkpevans@northskynonprofitnetwork.org(231) 929-3934 x 208

The Exceptional Volunteer Program

What comprises an exceptional volunteer program?

Let’s review and discuss best practice list

Exercise 1: Think about the last time you volunteered (or didn’t volunteer!)

• What did you like, what didn’t you like?

• Were they organized?

• Did you feel appreciated?

• Discuss pros and cons

Creating a Volunteer-Centered Culture

Let’s review & discuss the volunteer infrastructure checklist

Becoming a Highly Organized Volunteer Program

Focus on the new volunteer demographic

Project based volunteerism versus consistent volunteerism

Identifying a Diverse Range of Volunteer Opportunities

Exercise 2:

Identify a range of roles for your organization

Begin developing one role description

Creating the Volunteer Role Description

• Press releases, email, online volunteer systems• Volunteer recognition• Volunteer retention

Aggressive Volunteer Recruitment

Providing the Personal Touch

• Be deliberate about creating a culture

• Everyone needs to be on board: leadership, staff & volunteers

• Consistency with organizational values

• Communicate, communicate, communicate

• Listen

• Involve

Building a Successful Relationship Requires

• Identifying the candidates motives for volunteering & their strengths• Describing the position accurately• Determining: will the match meet both the volunteer’s & organizational needs• Serving as an ambassador: share the client need• Identifying how the volunteer can help meet this need• Outlining the benefits of the position to the volunteer

Providing the Personal Touch

What are some impacts of the following:

Scenario 1: The volunteer's needs are being met but the agency's needs are not.

Scenario 2: The agency's needs are being met but the volunteer's needs are not.

Providing the Personal Touch

Excellent supervisory skills are not measured by your personal accomplishments, but by the success of those who report to you.

Supervisory tasks fall into four categories:

• Preparation/orientation• Ongoing support• Reporting• Evaluation

Providing the Personal Touch: Managing Volunteers

• Communication• Confrontation• Problem solving• Evaluation/review• Climate setting• Sharing knowledge• Setting standards• Trainer/educator• Team builder• Delegation• Planning• Coaching• Listening• Conflict resolution

Providing the Personal Touch: What May Impact Volunteer Performance

Performance problems are gaps between what is expected from volunteers and what is actually happening

First question: have I done everything I need to do to make expectations clear?

Providing the Personal Touch: Performance Problems

Why is it critical to deal on a timely and effective basis with volunteer performance issues?

Providing the Personal Touch: Performance Problems

• Other staff/volunteers are effected.

• No accountability otherwise.

• Holds volunteer work in high regard.

• Poor behavior is reinforced when not noted.

• Volunteers won’t be able to be successful.

• Staff will resist utilizing volunteers.

• Volunteer may be in wrong position.

• Volunteer’s position may need to be changed.

• Volunteer may need to be dismissed.

Providing the Personal Touch: Performance Issues

Clear position descriptions

Tailored and honest recruitment

Placement of the right volunteer into the right position

Clear, written, shared volunteer policies and procedures

Excellence in delegation

Organization held accountable for supporting volunteers &volunteers held accountable for what they agreed to perform

Mutual performance reviews

Honest, timely feedback system

Volunteers given opportunity for input into work assignment

Effective, supportive supervision

Ongoing appreciation

Providing the Personal Touch: Preventing Performance Problems

Providing the Personal Touch: Constructive ConfrontationRe-assign to new position in your organization.

Train/coach or re-train.

Provide a more motivating climate if volunteer has lost interest in the work/mission.

Give information on where and how to find a better-suited volunteer position in another organization.

If age or disability prohibits carrying out the position, retire the volunteer with style.

Don’t attack personality; focus on performance

Be specific. Do your homework & have specific examples of the behavior to share.

Keep conversations private.

Make intervention timely but do not approach until you are calm & rational.

Reiterate expected behavior using “I” not “you” language.

Providing the Personal Touch: Constructive Confrontation

• Official warning given to volunteer including specific information of what behavior needs to change and by when.

• Provide assistance to help volunteer change the behavior –and document changes.

• Give probation with special goals.

• Dismissal if goals are not achieved.

Providing the Personal Touch: Procedure for Releasing a Volunteer

• Community benefit documentation• Volunteer motivation, retention and attraction• Performance evaluation/ continuously improving programs• Financial assessment/ capturing return-on-investment• Client satisfaction monitoring • Helps to tell the story

Why is Data Collection Important

Volunteer Datawhat should be collected

Quantitative data• # of volunteers by program/ project• Growth in # of volunteers• Volunteer demographics/ profile• Volunteer contact information• Volunteer satisfaction• Staff satisfaction with volunteers (Example)• Client satisfaction with volunteers

Volunteer Data:

what should be collectedQuantitative data

• Financial value of volunteers• Impact of volunteer programs (on community,

client, etc.)-particularly important to funders• Unfilled needs• Anything else?

Volunteer Data:

what should be collected

Qualitative

• Success stories / testimonials (from volunteers, staff, and clients)

Volunteer Data: How should it be collected?

• Volunteer log • Volunteer satisfaction survey • Volunteer interviews, focus groups, and

meetings• Success stories/ testimonials• Staff satisfaction survey • Volunteer database

Volunteer Databases

• Wild Apricot• Volunteer Matters• Volunteer 2• E Tapestry• Giftworks• Exceed Premier• Donor Perfect

Grants

Annual reports Newsletters Electronic media

http://www.nwm.org/prisuccess.asp http://www.fatherfredfoundation.com

 

Volunteer DataHow to report & tell the story

• Overview of organizational history, services & programs• Tour• Overview of department, introduction to staff & volunteers• Review written position description• Job instructions• Risk management issues• Relevant policies & procedures shared• Time log & absences• Equipment (as pertinent) –phones, copy machine, etc.• Policies• Dress code

Volunteer Orientation

 

Volunteer Orientation

• Motivates and excites the volunteer

• Prepares the individual for success

• Builds team relationships

• Educates to be an ambassador

• Be ready- name tag, handbook,equipment, etc.

• Be warm & welcoming; enthusiastic• Spend sufficient time• Reinforce the importance of their role• Enthusiastic introductions to others• Involve other volunteers in welcome

Successful orientation motivates & excites

•Concentrate all Volunteer reference materials intoan easy handbook

•Influence Volunteer behavior and practice

•Educate Volunteer as to roles and responsibilities

•Improve Volunteer productivity and efficiency

•Ensure all Volunteers are “on the same page”- consistency

•Jump-start new Volunteers’ participation & contributions

•Insure legal compliance

•Provides a tool for managing challenging volunteers

The Volunteer Manualpurpose

1. Welcome2. Table of Contents3. Overview of organizational mission, values, history, services & programs, structure, future plans4. Contact names and numbers5. Telephone use and instructions6. Volunteer role descriptions7. Code of Conduct8. Time log/ reporting9. Policies

Reporting hoursSafetyDress codeAbsenteeismSmokingConfidentialityInternet use

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The Volunteer Manualcomponents

Recognition should be meaningful to the person being thanked and should be given in a timely manner.

“Different strokes for different folks.”

Newsletters, website, events, phone call, notes

Not everyone likes what we like.

When recognizing many volunteers at once, you can still plan different activities for different tastes.

Give recognition as soon as possible after the task is accomplished.

Volunteer Recognition

What Questions Do You Have?

Volunteer Center of the United Way of Northwest Michigan

www.unitedwaynwmi.org/volunteer.htm

NorthSky Resource Centerwww.northskynonprofitnetwork.org

Thank You

Contact NorthSky at:231.929.3934

Contact United Way Volunteer Center at:231.947.3200

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