how to catch and keep volunteers noni mcmillian, firstlink how to catch and keep volunteers
TRANSCRIPT
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
How to Catch and Keep Volunteers
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
We make a living by what we get, but we make a life by what we give. ~
Winston Churchill
Volunteer Basics
Today’s Volunteer
Volunteer Retention
Volunteer Recruitment
Volunteer Recognition
How to Catch and Keep Volunteers
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Volunteer Toolbox
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$19.51 per hour
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
How volunteers Can Benefit an Agency
• Create community involvement
• Increase your organization’s visibility
• Get more accomplished
• Sustain or expand number of people you serve
• Control or reduce your costs
• Respond quickly to changing needs or a crisis
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Volunteer Stats
• 44 percent of adults volunteer
• 109 million Americans volunteer
• Rate of volunteering increases with level of education and household income
• Women are more likely to volunteer then men
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Why do people volunteer?
GuiltTo escape
To gain statusTo give back
Personal growthTo gain experience
To be an advocateTo get out of the house
Because someone asked To become an agent of chang
To gain services for themselves
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
2 Way Relationship
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Volunteer Trends
Volunteers Want
• A meaningful/challenging opportunity
• Issue based opportunities
• A Professional environment
• A fast response
• Shorter volunteer assignments
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Volunteer Basics
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
First Things First
1. Conduct a needs assessment
2. Make a list of possible volunteer positions
3. Gather support from others in your agency
4. Identify strengths and weaknesses (staff,facility,equipment)
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
First Things First
Create a Job DescriptionJob Title
Position OverviewQualifications
ResponsibilitiesBenefits
Training RequirementsContact Person
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Title 2-1-1 FOODLINK Volunteer
Reports to FOODLINK Manager Location FIRSTLINK
195 N Grant Ave Columbus, Ohio 43215
Position Overview Provide direct assistance to callers through the FOODLINK phone line by connecting households with a three day emergency supply of food. Training is Provided.
Responsibilities Answer incoming phone calls to provide information and referral service activities including intake, assessment and referral
Provides advocacy for consumers when needed by interacting with consumers and agencies in resolving problems and providing information
Gathers all pertinent information and records all calls in the computer using appropriate documentation
Conduct follow-up surveys with callers
Qualifications Excellent oral and written communication skills
Must be a good listener Strong computer skills Ability to work independently Must have exceptional attention to
detail Benefits Ongoing training opportunities
Complimentary registration to FIRSTLINK Professional Development Series (restrictions apply, ask for details)
Opportunities to network with other professionals
Ability to make an immediate impact in the community
Time Commitment A minimum 6 week commitment and at least 4 hours per week
Volunteer Hours FOODLINK is open the following hours:
Monday,Wednesday,Friday: 7a.m.-4p.m. Tuesday,Thursday: 7a.m. – 8 p.m.
Contact Person Noni McMillian 614.221.6766 ext 150 614.224.6866 Fax [email protected] www.firstlink.org
SAMPLE VOLUNTEER JOB
DESCRIPTION
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
First Things First
Develop a Policies and Procedures ManualVolunteer Rights and Responsibilities
Emergency Procedures/ContactsService Delivery ProceduresStandards of work and dressTraining/ Probationary Period
Corrective actionReasons for Dismissal
Timesheets
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Example
VOLUNTEER RIGHTS AND RESPONSIBILITIES
Volunteers Have the Right to:1. Be extended the right to be given meaningful
assignments2. Be treated as an equal3. Appropriate training and supervision4. Be recognized for a job well done 5. Be kept informed through trainings,
memorandums and volunteer meetings
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Volunteer ToolboxSample Volunteer Policy and procedure manual, sample volunteer job description
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Today’s Volunteer
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Generation Y
• Optimistic, positive and friendly
• Active learners
• Multi taskers
• Technology is expected
• Always connected(Adapted from Billings and Kiwalski,2004;Johnson & Romanell,2005)
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Generation X
• Tech savvy
• Media savvy
• Self reliant
• Adapt well to change
• Try and attain multiple goals at once
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Baby Boomers
•Driven and dedicated
•Equate work with self worth
•Want open communication
•Want educational opportunities
(BOOMNET: Capturing the Baby Boomer Volunteers – A Research Project)
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Silent Generation
• Strong regard of law, order, religion
• By the book• People who went
along and got along• Value safety and
security
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Volunteer Toolbox
Research Demographics of your community
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Volunteer Motivators
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Social Motivators
AffiliationInfluence
Achievement
McClelland’s Social Motivators
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Affiliation
• Opportunities for making friends
• Likes to be popular• Enjoys and wants
interaction• Desires harmony• Likes to help others
Holds a high belief in goals or ideals of the organization“Understanding Volunteers” Points of Light Foundation
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Achievement
• Seeks Opportunities for increased responsibility
• Wants Clearly stated goals
• Seeks Opportunities for advancement
• Goal Oriented• Strong need for feedback
Concerned with Setting and Meeting Personal Goals
“Understanding Volunteers” Pints of Light Foundation
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Influence/Power
• Likes to lead• Wants interaction with
top management• Desires opportunity to
train/teach others• Wants opportunity for
increased responsibility and authority
Desire to influence or lead people and activities
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Volunteer Recruitment
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Volunteer Recruitment
1. Set Goals and Objectives
2. Set your plan in motion
3. Monitor and Track
4. Re-direct/Re-design
5. Be Patient
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Recruitment Message
Need: What is the problem?
Solution: How can the problem be solved?
Fears: Will I be capable of helping?
Benefits: What’s in it for me?
Contact: How do I get involved?
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Need: What is the problem?
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Solution: Can this job solve it?
Big Brothers Big Sisters PSA
http://www.youtube.com/watch?v=mgf8GiK-8us
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Fears: Will I be capable of helping?
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Benefits: What’s in it for me?
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Contact: How do I get involved?
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Creating Your Message
WII-FM
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Recruitment: Motivational MessagesHelping Others
Gaining work experience/learn new skills
Stay active and involved
Meet new people
Make professional contacts
Gain academic credit
Build self confidence
Use your gifts and talents
Improve the community
Influence/Empower Others
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Helping You Achieve Your Goals
Personal/Professional Rewards
Addressing the needs of the community
Areas of training are listed
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Golden Rules of Recruitment
1. Ask2. Be flexible3. Sell the benefits4. Volunteers have options5. Be specific6. Recruit for diversity7. Be Ready8. Quality over quantity
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Volunteer Recruitment
Trends in Action:
Recruitment Strategy
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Trend 1: Issue Based
(www.americorp.gov)
AmeriCorp Vista
Thirty-seven million Americans live in poverty. Through AmeriCorp VISTA, you can make a tangible difference. And, you’ll find the fulfillment that comes
from using your knowledge and skills to help those in disadvantaged circumstances turn their dreams into
reality
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Trend 2:Meaningful/Challenging Work
Volunteer for Children's Hunger AllianceAs a volunteer, you can help bridge gaps between diverse populations, build lasting relationships, offer hope, create healthier
families and healthier communities and have fun too! Whether you want to make a long-term or short-term commitment, there are volunteer
opportunities for everyone (Childrens Hunger Alliance,www.childrenshungeralliance.org)
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Trend 3:Shorter Assignments
Tax preparation volunteers are needed during tax season, January 15 to April 15, to help low-income families claim the tax credits they're entitled to for the 2007 tax
year. You can help boost a family's annual income by up to 50%! Exact dates and times vary by site based on volunteer
availability. United Way of Ventura County
(http://www.volunteerventuracounty.org)
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Volunteer Toolbox
Sample marketing/recruitment materials
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Volunteer RecruitmentDelivering Your Recruitment Message
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Getting the Word Out
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Media• Press release• Media contacts
• Send email alerts on a regular basis
• Become an expert or go-to person in your community
• Develop a relationship with your local media
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Existing Volunteers
A satisfied volunteer is the best recruiter!
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Power in Partnerships
Colleges or UniversitiesHigh Schools
Workforce Development ProgramsVocational Rehabilitation Programs
Job and Family Services-TANF RecipientsWorkers Compensation
VISTASService Organizations-Kiwanis
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Volunteer Match sites
Volunteer Match
Idealist.org
Points of Light Foundation
Local United Way
1-800-VOLUNTEER.org
CharityAmerica.com
Craig’s List
Guide Star
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Internet
• Website• Volunteer Match sites• College
internship/career sites• Social media
• More comfortable form of recruitment for people
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Website
• Strategically place volunteer opportunities
• Online volunteer application
• Update frequently• Make it easy to use
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Social Media
“The future of communication”
Shift in how people communicate
Shift in where we get our information
Real time response
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Social Media
Types
Blogs
Social Networks
Video/Photo Sharing
Pod casts
Groups
Message Boards
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• Select “friends” to connect with online• Average person has 120 friends• Over 175 million active users• Over 18 million users update profile each day• Fastest growing demo-people over 30(facebook.com)
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http://www.facebook.com/pages/Toronto-ON/Toronto-Special-Events-Volunteer-Recruitment-Team/15306441484
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• Quick bits of news “tweets”
• Select people to “follow”
• 4-5 million users• 5,000-10,000 new
accounts are opened each day
• 200,000 active users per week
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Emergency Preparednesshttp://twitter.com/#search?q=firstlink
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Blogs
• Online journal• Opportunity to give a
new perceptive to the organization
• Get insight• Can be updated more
quickly then a website• Increases traffic
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Volunteer Blog
http://www.wildapricot.com/blogs/newsblog/archive/2008/03/25/recruit-new-volunteers-online-and-celebrate-volunteer-week-2008.aspx
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
You Tube
• Allows people to upload videos
• You can share or comment on the videos
• Every minute, ten hours of video is uploaded
• 51% of users visit the site on a weekly basis
(www.youtube.com)
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
http://www.youtube.com/watch?v=NxT-jF5x_os
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Using Social Media Effectively
1. Count the Costs
2. Build what you can manage
3. Find the best platform
4. Have a plan of action
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Volunteer ToolboxCompile Media Contact List, Register volunteer/internship match websites,
create database of names for networking opportunities
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Volunteer RecruitmentRecruiting Today’s Volunteer
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Gen Y: Volunteer Design
• Provide opportunities for leadership/development
• Design work that is team based• Environment must be fun and interactive• Highlight the benefit of gaining
experience/pathway to employment• Likes a high level of freedom• Want an immediate response to learning
needs
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Gen Y: Recruitment Tactics
Target religious youth groups
Guidance counselors
Advertise at malls/recreation centers
Use the internet,radio,social media
Peer to peer recruitment
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Example
http://www.dosomething.org/Clubs
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Gen X:Volunteer Design
• Provide flexibility
• Tech centered tasks
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Gen X: Recruitment Tactics
Internet
Social Media
Text Messages
Promote Work/Life Balance
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
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Baby Boomers: Volunteer Design
• Create opportunities for mentorship
• Design and manage like paid positions
• Consider skill set and experience
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Baby Boomers: Recruitment Tactics
High profile Media
Established Organizations
New skill development
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Silent Generation: Volunteer Design
• Focus on skills and experience
• Create opportunities for mentorship and leadership
• Provide variety
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Silent Generation: Volunteer Recruitment
• Use established networks
• Traditional media outlets
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Example
http://www.getinvolved.gov/grantees/psa/index.asp
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Recruitment Principles
Ask
Be flexible
Sell the benefits
It’s not All about you
Be specific
Recruit for diversity
Be prepared
Seek quality over quantity
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Barriers for Volunteers
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Barriers for Volunteers
Lack of Confidence
They Don’t know you need Help
Bureaucracy
Disabilities/Special Needs
They’re not Buying It
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Troubleshooting
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Volunteer ToolboxBegin researching characteristics of demographic groups in your
community
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Volunteer RetentionKeeping VolunteerS
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StructureIdentity
PlacementTrainingSupport
MotivationReward
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Provide Structure
• Volunteer job description
• Have a plan
• Written guidelines/expectations
• Be ready
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Identity
• Idea of Belonging provide validation
• Create a supportive atmosphere between staff and volunteers
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Volunteer Placement
1. Have a plan for the intake and processing of volunteer applications
• Forms and applications• Response time• Follow-up procedure• Database/Record Keeping
2. Interviewing the volunteer• Helps gain insight• Have a standardized interviewing process• Determine which KSAs that are needed design
questions around them
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Orientations
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The Orientation Should
• Make Volunteer feel welcome and at ease
• Give a good first impression
• Confirms the volunteer’s decision
• Reduce training time
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Volunteer Placement: Orientation
• Develop your orientation
• Be prepared when they arrive
• Begin building a relationship
• Make them feel like partners
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Sample Orientation Agenda
• Welcome• Mission, Goals of
organization• Organization History• Tour• Staff Introductions w/
overview of each department
• Organizational Culture-Policy and procedure manual
• Upcoming Events
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Orientation Packet
• Organizational literature
• 2-1-1 information• Organizational chart• Map of building• Department phone list• Volunteer handbook
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Volunteer Placement: Training
Anatomy of a Good Training Program
1. Build on Participant’s experience
2. Make training interactive
3. Communicate a variety of ways
4. Apply learning
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Trainings Volunteers Want
How to Manage time and energy effectively
Improving skills for current role
New skills for new challenges
How to recruit and prepare future volunteers
How to work as a team with paid staff
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Support
• Provide feedback
• Make time to talk
• Ask for their opinions
• Recognize burnout
• Keep in touch
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Staff and Volunteers Working Together
Staff and volunteers are partners. Partners work together for a common purpose
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Motivation
Must Understand what’s motivating the volunteer!
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Keeping Them Engaged: Affiliation
Public relation activities
Volunteer coordinators
Support activities done in groups
Orientation of organization
Mentoring new volunteers
Social director
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Keeping Them Engaged: Achievement
Public speaking
Fund raising
Program planning
Policy committees
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Keeping Them Engaged: Influence
• Advocacy opportunities
• Place on board of directors
• Job assignments that allow them to teach
• Job assignment that allows them to persuade others
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Reward
Volunteers want to be rewarded
Volunteers want to be recognized
Make sure the Thank You fits
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
If you want my loyalty, interests, and best efforts, remember that I
need….
A sense of belonging
A sense of sharing
To feel a sense of purpose
To know what is expected of me
To see progress
The Effective Management of Volunteer Programs. J. Donald Philips, Hillsdale College, Hillsdale, Michigan.
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Volunteer ToolboxSample Interview Form, sample volunteer application, sample training
agenda
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Volunteer RecognitionCelebrating Your Volunteers
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Recognition
• Must be Genuine
• Should be meaningful
• Not a one size fits all
• Have a clear process for recognition
• Get everyone involved
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Make it Count
Meaningful recognition = increased satisfaction
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Volunteer Recognition
•Intrinsic vs. Extrinsic
•Informal Recognition
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Formal RecognitionPrograms
1. Focus should be on volunteers
2. Individual recognizing the volunteer should know him/her
3. Provide volunteer an opportunity to share their story
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Celebrating Volunteers
• Saying thank you• Social events• Gifts• Be a real person• Greet them when they
arrive• Give additional
responsibilities
• Surprise with coffee and donuts
• Volunteer of the month
• Celebrate NVW• Provide scholarships • Make them feel
valued
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Recognition: Power
• Nomination in area, state or national recognition program
• Appreciates titles
• Special perks
• Represent the agency
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Recogintion:Affiliation
• Name in newsletter/website
• Personal notes from supervisors
• Acknowledgement in public setting
• Recognition events
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Recoginition:Achievement
• Note from supervisor
• Awards/Certificates of accomplishment
• Story in newsletter that tells about their specific achievements
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Volunteer ToolboxWholesaler or store that offers volunteer recognition items, assortment of
greeting cards, Software or tracking system for volunteers hours
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Indicators of Successful Programs
Attraction and recruitment of new volunteers
Retention of current volunteersIncrease in volunteer productivityWord-of-mouth referrals to potential
volunteersReduced workload for regular staff
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How to Catch and Keep VolunteersNoni McMillian, FIRSTLINK
Thank You!