how many hats do you wear as a director/site manager?nanasp.org/sites/default/files/2015 nanasp -...

NANASP, June 2015 1

Directors Training

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The Roles and Responsibilities of a Director/Site Manager

di·rec·tor

n. One that supervises, controls, or manages

A member of a group of persons chosen to control or govern the affairs of an institution or corporation

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How many hats do you wear as a Director/Site Manager?

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NANASP, June 2015 2

The Many Hats of a Director/Site Manager’s Job

• Accountant/Bookkeeper • Broadcaster • Coach • Crisis Manager • Cook/Inventory Clerk • Counselor • Designer • Dishwasher • Driver • Evaluator • Financial Advisor • Fundraiser • Grief Counselor • Health Care Advisor • Interior Decorator • Judge • Kitchen Manager • Listener

• Maintenance Worker • Marketer • Meal Deliverer • Mental Health Worker • Mediator • Nutritionist • Office Clerk • Office Manager • Outreach Worker • People Pleaser • Public Relations • Psychic • Restaurateur • Social Worker • Supervisor • Taxi Driver • Volunteer

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What is an Entrepreneur? en·tre·pre·neur

n. A person who organizes, operates and assumes the risk for a business venture

n. A person who gets the job done!

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Who Do You Need to Make the Program Successful?

NANASP, June 2015 3

• Board of Directors

• Sponsor (Private/Public)

• Staff

• Volunteers

• Customers

• Community

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If you are a not-for-profit, the Board of Directors is the sponsor/employer and the buck stops with them

If you are part of Government – State, County, Local – you must answer to Commissioners, Freeholders or Department Heads – you need to educate them

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The Roles, Responsibilities & Liabilities of a Board of Directors:

• Determine the organization’s mission and purpose

• Select the Executive Director/Director

• Support the Executive Director and review his/her performance annually

• Ensure effective organizational planning (Strategic Plan)

• Ensure that the organization has financial resources and they are managed effectively

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NANASP, June 2015 4

Roles, Responsibilities & Liabilities • Determine and monitor the organization’s

programs and services

• Enhance the organization’s public image (public relations)

• Serve as court of appeals for staff (personnel committee)

• Assess the board’s own performance annually

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Roles, Responsibilities & Liabilities of Government • They need to be educated about the

program and the needs of Seniors

• They need to listen to both providers and customers

• They need to make good decisions about what services are needed, how they will be funded and who will provide the services

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Staff The Many Positions are: Executive Director Program Director Site Manager Cook Kitchen Aide Program Coordinator Meal Deliverer Driver Custodian Volunteer Coordinator Other 12

NANASP, June 2015 5

Best Practices for Staff

• Have a Personnel Policy & Procedural Manual in writing. These are guidelines defining the relationship between an agency and its staff

• Your agency should be informed and have a working knowledge of all the employment laws that affect them

• Each employee should have a confidential employment file

• Standard Operating Procedures (SOPs) should be in place - this ensures continuity between employees

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Best Practices for Staff

• There should be: • Recruitment Plan

• Interviewing/Selection Process

• Orientation & Placement Program

• Training, Recognition, Evaluation

• Reference checks, especially when working with the homebound elderly

• Regular staff meetings

• Information sharing process 14

Volunteers are an extension

of your staff, so…

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NANASP, June 2015 6

Volunteers • There should be:

• Recruitment plan for volunteers with the skills and commitment that you need

• Interviewing/Selection Process • Orientation & Placement Program • Training, Recognition, Evaluation • Reference checks, especially when working with the homebound

elderly

• Set up your volunteer program with the basics you use to set up your regular staff

• They need to have liability insurance because volunteers are considered extensions of the agency

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7 Steps for Achieving Effective Volunteer Support • Define why you need volunteers

• Design valuable volunteer opportunities

• Recruit carefully

• Screen, interview, and place cautiously

• Bring volunteeers on board with training

• Recognize, Recognize, Recognize

• Follow-up effectively 17

Volunteer Statistics

• 62.8 million people volunteered last year

• Average time spent – 50 hours per year

• Seniors average of 96 hours/year

• 25-34 year olds average 40 hours/year

• 22% of the total population of men volunteer vs. 28.3% of women

Department of Labor, Volunteering in the US, 2014 18

NANASP, June 2015 7

Volunteer Statistics

• Most volunteers are between the age of 35-44 (29.8%)

• Second highest volunteering age category is 45-54 year olds (28.5%)

• 23.6% of seniors volunteer

• 21.9% of people 16-24 years old volunteer

Department of Labor, Volunteering in the US, 2014 19

The Facts as the Non-Profit World Sees Them • The value of a volunteer nationally is

estimated by the Independent Sector to be $23.07/hour http://www.independentsector.org/volunteer_time

• Soliciting via the internet is a major way to attract volunteers but not the best way

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Reasons to Invest in the Creation of Volunteer Programs • You want to serve more people • Your staff and Board need more help • Your agency leadership (Board and Staff) has

made a strategic commitment to use volunteers

• Your agency has limited or restricted funds • Priorities are overwhelming current resources • You need to add skills you either can’t afford or

don’t have • You need to increase your sphere of influence • You can leverage the time spent by volunteers

in your budget • It’s Good Business

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http://www.independentsector.org/volunteer_time

http://www.independentsector.org/volunteer_time

NANASP, June 2015 8

Remember, Volunteers Aren’t Free • Time

• Management

• Planning

• Money

• Real

• Actual expenses

• Insurance

• Technology (database)

Budget for a Volunteer Program

• Supplies

• Reimbursement of travel to & from the site

• Meal reimbursement(if appropriate)

• Training

• Recognition/special event

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While the Older Americans Act does not

mandate that you have an Advisory

Council – it is good business practice

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Advisory Councils

• Represent the general membership and work in cooperation with the administration (staff)

• Shall advise the staff and make recommendations on matters that concern the program and participants

• Assist in planning program, menus, trips, activities and fund raising

• Facilitate cooperation and communication between the program and participants

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NANASP, June 2015 9

Advisory Councils

• Assist the staff in setting program priorities, including participating in ongoing activities of the program

• Assist in program evaluations annually

• There needs to be job descriptions

• Establish committees with a purpose

• Provide training on their purpose and function

• Let them be your voice to elected officials 25

Customers - Seniors • G.I. Generation

• Experienced WWII in adulthood • Born: 1901-1925, 91 to 114 years old

• Silent Generation • Experienced WWII in childhood, Civil Rights Movement • Born: 1926-1942, 70 to 90 years old

• Baby Boomers • Experienced space exploration, first modern “counterculture” • Two distinct influences:

• Leading Edge Baby Boomers, Born 1946-1954, 61 to 69 years old • Mid Boomers, Born 1955-1964, 51 to 60 years old

• Need to be sensitive to the diversity of the population served: where they came from, what is their history

• Need to be sensitive to the needs of the disabled. 26

GI …(1901 – 1925)

• Follows the rules

• Believes in serving their time

• Graduated from the School of Hard Knocks

• Thrifty by necessity

• Stayed on the job until retirement

• Influenced by the Great Depression and WWI

• Waited until marriage & celebrating 50th wedding anniversaries

• John Wayne, Walter Cronkite, Ann Landers

• Big bands, Tommy Dorsey, Frank Sinatra, General Patton

• Listen to the radio

• Started the Senior Movement in the Early 70’s

• They Vote! 27

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Silent …(1926-1942) • Treated as the middle child

• Not risk-takers, they are conformers

• Influenced by the Korean War & WWII

• Helped rebuild America after WWII

• High school graduates

• Had job security, comfortable with the corporate culture

• Married early because they had to – first generation to be divorced

• Marilyn Monroe, Michael Dukakis, Elvis Presley, General MacArthur

• Listen to radio, watch TV

• Prefer to participate in small group activities

• Emerging AARP members, slow to join senior centers

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Baby Boomers…(1943–1964)

• Two distinct influences:

• Leading Edge Baby Boomers, Born 1946-1954, 61 to 69 years old

• Mid Boomers, Born 1955-1964, 51 to 60 years old

• Seek consensus and group participation

• Inner-directed, self-focused and experimental (free love!)

• Enjoy money, perks, power, titles, and bonuses

• No life, always working, trying to get to the top

• High school graduates, with some college education

• Disposable income and tangible rewards

• Influenced by Civil Rights Movement and Vietnam War

• Grew up with social protest

• They want and need good information about entitlements and benefits

• They want new and exciting programs for personal growth on a college level

• Want extensive travel experiences

• Married, several times

• They like to be called grandparents, young wrinkles, not seniors

• Boomers never had time to smell the roses but now they want to 29

Cultural Competency • There should be an environment of respect,

insight and appreciation for the cultures (food preferences, religious beliefs, customs, celebrations, salutations)

• Positive behaviors and attitudes that will permeate the program

• The customer should feel valued and free to be themselves

• Seniors are often non-accepting of other cultures, so you must be deliberate in educating and ensuring inclusion

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Cultural Competency

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• https://www.cia.gov/library/publications/the-world-factbook/geos/xx.html

Community and Partners

• Who you should build relationships with: • Customers, for repeat business • Community where you do business • Other businesses, not competition • Funders • Individuals • Media

• Everyone • Know the local demographics, the numbers tell the

story • Census website: State & County Quickfacts

http://quickfacts.census.gov/qfd/index.html 32

Why Collaborate?

• To bring individuals, community agencies and organizations together in an atmosphere of support to systematically solve existing and emerging problems that could not be solved by one group alone or enhanced by one group

OR

• The collaboration can enhance your services 33

https://www.cia.gov/library/publications/the-world-factbook/geos/xx.html






Advantages of Collaboration

• Improve communication

• Elimination of duplication

• Improve (uniform) data collection

• Consistency of information

• Improve professional development

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What Do You Need to Make Your Program Successful?

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Keys to Success

Proven success comes down to

A great Director/Site Manager

A clean facility

Respectful staff

Great food

Good programs

Community partners

Diversified funding

A strategic plan which should include fundraising and marketing sub plans 36


Great Programs Include

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Good Food

• All meals, congregate breakfast, lunch and/or dinner must meet the standard of 1/3 Recommended Daily Allowances

• Food service choices

• Onsite cooking

• Catered meals

• Breakfast program

• Dinners and weekends

• Meat-based or meatless entrees, sandwiches, salads

• Diner/restaurant vouchers

• Frozen meals/reheated

• Therapeutic and special diet meals

• Diverse populations and religious preferences

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Great Programs

• Intergenerational programs

• Computer/Electronics and Internet usage

• Hobbies

• Dancing and Exercise

• Health and Wellness Promotion

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Great Programs

• Multi-cultural

• Intellectual

• Programs

• Travel

• Fun Stuff

• Dating opportunities

• Employment and Volunteer Opportunities

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Services that are provided in a Traditional Nutrition Program and/or Senior Center

• Congregate breakfast, lunch and/or dinner that meets the 1/3 RDA

• Voluntary contributions

• Recreational and educational programs

• Case management

• Information and referral

• Health promotions

• Nutrition education

• Transportation

• Collaborations with community resources

• See the NCOA/NISC Self Assessment and Accreditation Manual for program standards 41

Services that are Provided in Meals on Wheels Programs • Meals: Breakfast, lunch and dinner

• Delivered to the home – either hot, cold or frozen

• Other services include:

• Home care

• Chores

• Home repairs

• Personal care

• Mobile programming

• Tele-conference calls for programming

• Caregivers support 42


What You Need to Stay in Business is Diversified Funding

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Diversified Funding

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Diversified Funding

• The OAA was never intended to fund our programs completely. It is a piece of the funding pie, and supplementing it with additional funders, building more relationships – if you are not doing that now, it is the future of all of our programs.

• Building relationships is important because you need: • More partners • More funders (private/public) • More donors (individual) 45


But Before You Go Public You Need to Know What it Cost to Run Your Program/Business

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Successful Fund Raising Ideas • From board members:

• Personal contribution

• Challenge campaign

• Raffle tickets

• Host a cocktail party or Progressive dinner fundraiser

• Hold ‘Benefit For’ events

• Donate unused gift cards

• Ask friends and family for donations

• Accompany the Director on solicitation calls

• Pennies from heaven

• Donate regifts

• Donate airline and hotel miles

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Successful Fund Raising Ideas

• Annual Appeal

• Memorial Contributions

• Special Events

• Pledge Programs

• Fee for Service

• Challenge Grants

• Internet Giving

• Alternate Holiday Giving

• Membership Dues

• Thrift Shop

• Workplace Payroll Deductions

• Product Sales

• Planned Giving

• Wills/Bequests

• Birthday and Anniversary Gift Certificates

• Selling on Ebay

• Gift Auction Events

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• Everyone loves to win money, have a money raffle but know the rules

• Organize a service raffle and sell tickets. Some of the hot services in demand are:

Child care House cleaning

Yard work Cooking

Sewing Car wash

House sitting Shopping/errands

Pet sitting Repairs 49

Successful Fund Raising Ideas • Develop place mats advertising your agency and put your

Wish List on them. Use them at the center and ask local restaurants to use them during a special holiday. You can get someone to underwrite this for you if you give the business some press

• Set up booths at local parades and block parties and sell stuff, ask for donations and give out material about your agency

• Ask employees and their families to contribute to the organization

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• Add a Journal to your major fundraiser. This will enable you to have another opportunity for someone to contribute, who cannot attend

• Have local schools, students and teachers save pennies for the organization

• Have a Speakers Bureau on benefits and entitlements

• Rent out space at your facility if you have the capacity

• Have regular socials with live music and refreshments. This is a safe and enjoyable way for seniors to meet new people and for you to make some money

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• Do the usual book, bake and craft sales but not in the center. Go into the community, try local banks, schools, and office buildings

• Do a canister/bank program in local stores

• Have a Senior Prom in June for the seniors. It is great press and you can get sponsors to underwrite the event and sell tickets for the event

• Try speed dating events

• Find sponsors for your walking clubs, monthly birthday parties, general membership meetings

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Successful Fund Raising Ideas • If you have vehicles, use them as roving billboards and sell

ad space

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• Requests for second plate collections at local religious Institutions. Someone from the program will have to be there to make a presentation, and develop a relationship

• Do intergenerational programs and let the schools raise money for the senior center through: school dances, car washes, walk-a-thons

• Have the arts and crafts class make quality stocking stuffers to sell

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Organizations That You Can Partner With

• Associations • Chamber of Commerce • Elks Club • Lions Club • Moose Club • Rotary Club • Press • Court System • Malls

• Religious Groups

• Service Clubs

• Trade Unions

• Veterans Associations

• Women’s and Men’s Clubs

• Community Groups

• Universities and Community Colleges (Internship Programs)

• High Schools

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New Ideas

• Affinity programs – credit cards and banks. Organization gets a sign-on donation and a percentage of purchases

• Gold for Cash parties

• Social media (Facebook, LinkedIn)

• Text donations

• Crowdfunding - the collective effort of individuals who network and pool their money, usually via the Internet, to support efforts initiated by other people or organizations

• Sell your services to the Public (private pay) and to Managed Care Organizations. 56

Resources to Help

• Grantstation (grantstation.com) foundation research

• WealthEngine (www.wealthengine.com) for prospecting individual donors

• Good360 (good360.org) to subscribe to a catalog of donated equipment and online donation marketplace; there is an administrative fee

• TechSoup (www.techsoup.org) provides non-profits with technology products

• 4Good (https://4good.org/) online non-profit resource center for sharing tools and resources

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http://www.wealthengine.com/

http://www.techsoup.org/


Resources to Help

• GoodSearch (www.goodsearch.com) donates a penny to a favorite cause every time a search is done

• Npower (www.npower.org) connects corporate IT volunteers with non-profit projects based on skills and preferences. Most projects are short, simple and impactful

• Network for Good (www.networkforgood.org) provides all the tools needed to fundraise online

• eBay Giving Works (www.ebaygivingworks.com) buyers and sellers help nonprofits

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For new ideas on what future Senior Center and Nutrition Programs will look like

• Centers of Excellence • Community Center • Wellness Center • Lifelong Learning/Arts • Continuum of Care/Transitions • The Next Chapter • Entrepreneurial Model • Café Model

• See the NCOA/NISC Self Assessment and Accredition Manual for program standards: http://www.ncoa.org/national-institute-of-senior-centers/standards-accreditation/nisc-self-assessment.html

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What You Need to do to Tell the Whole World What You Do – Marketing!

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http://www.goodsearch.com/

http://www.npower.org/

http://www.networkforgood.org/

http://www.ebaygivingworks.com/


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Why Market?

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Marketing Tools •Marketing Plan

•Budget

•Data Base

•Timeline

•Resources 66


The Six P’s of Marketing

1.Place

2.Products

3.People/Customers

4.Price

5.Production

6.Promotions 67

Place

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Products & Services

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People/Customers

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Price

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Production

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Promotion

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KISS Theory

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Best Promotional Tool

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Word of Mouth


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“In this crazy world of Aging

you are only limited by your

imaginations – SO GO

WILD!”

Pat Bohse

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Please contact me:

Social Community Activities Network (SCAN) Monmouth Mall, 180 Highway 35 South

Eatontown, NJ 07724 732-542-1326

www.scannj.com

Pat Bohse Bohse & Associates

Box 225, Middletown, NJ 07748 732-291-8038

[email protected] www.bohse.com

http://www.scannj.com/

mailto:[email protected]

http://www.bohse.com/

how many hats do you wear as a director/site manager?nanasp.org/sites/default/files/2015 nanasp -...

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