VOLUNTEER RETENTION: KEEPING

“THE GOOD ONES”Mike Corbin, ACCESS

mcorbin@accesscommunity.org

313-842-5121

Process Today

• Sharing• Respect• Questions/discussion• Handout• No money back guarantee• Breaks

Defining Retention

• Current definitions• Suggested definition for the 21st century

Up Side of Retention

• Cut recruiting costs• Cut screening and placement costs• Cut training costs• Experienced volunteer force• Promotable people• People “own” the position and

organization• Looks good to management and funders• Word-of-mouth recruiting

Retention’s Down Side

• Less “new blood”• Aging volunteer force• Diversity not increasing• People “own” the position

Why People Volunteer

• Want to help • Someone asked• Someone known benefits• Pay back• Knowledge and skills• Uniforms and flashing lights• Someone told them to (spouse, therapist,

judge)

Why People Leave

• Other demands on time 65%• Poor management 26%• Poor use of time 23%• Talents not used 18%• Tasks not clear 16%• Not Thanked 9%• Abuse and neglect• What can you control?

Why People Stay

• Good use of time 58%• Good reputation 52%• Use of talents 50%• Clear tasks 41%• Enhanced career skills 39%• Thanked 31%• They become “true believers”• Social

Letting People Go

• Identified as wrong in training• Wrong person in wrong job - outplacement• Personal issues• “Leave of absence”• Completed commitment• Violated policy (counsel out of job - “fired”

continuum)

Critical Points

• Orientation• Training for role• First week on job• First big challenge• First corrective supervision• End of initial commitment – re-recruit? • Convert short-term to more short-term or

to long-term

Good Management

• ORGANIZATIONAL COMMITMENT• Cultivate volunteers like cultivate donors• Create attractive roles• Get employees and incumbent volunteers on

board• Plan screening and placement• Plan orientation and training• Recruit honestly (bait & switch) and to targets• Keep/retain good records

More Good Management

• Good screening and placement (motivations, background checks, clear mutual expectations, create new roles, “We do not have a role that fits you at this time.”)

• Orientation (feel welcome, positive perceptions, put at ease, thick manual)

• Training for the role (experiential, brief before work, convenient)

• Supervision interface

More Good Management

• Provide mentor/buddy• Make part of team• Re-place/promote• Access to employment (posting,

qualifications, references)• Regular meetings/ in-services?• Address burn out

More Good Management

• Comforts (secure parking, place for coat and purse, “staff lounge”, name tag, uniform, food, ?)

• Work resources • How the work gets done• Improvement suggestions• Defend individuals and process

More Good Management

• Show impact of work• Provide feedback on work (performance

review?)• Representing the program/organization• Promotion• Informal tailored recognition• Formal tailored recognition• Exit interviews

Highest Impact Management Practices

Enrich the experience through:• Recognition• Training & professional development• Screening and matching to organizational tasks

Also:• Welcoming culture• Support resources• Enlist as recruiters

Sentences that Motivate

• “You really made a difference by ….”• “I’m impressed with….”• “You got my attention with ….”• “You’re doing top quality work on….”• “One of the things I enjoy most about

working with you is ….”• “You can be proud of yourself for ….”• “You made my day because….”

Recognition Thoughts

• Recognize performance/achievement• Hokey is OK (safety pin)• Hugs are OK for a volunteer, if it’s OK with

them• Sincerity counts• Don’t be put off by the easily offended• The POWER of the Personal Note

Boomers

• High levels of volunteering (education, children, health, employment)

• Want higher skill roles (challenge/stimulation)

• Those doing “professional” work tend to stay

• Those doing “general labor” leave more often

More on Boomers

• Those doing performance, tutoring, mentoring, coaching tend to stay

• Those who volunteer more tend to stay (12+ hours/week)

• Those employed more likely to continue

Resources

• Volunteer Management Practices and Retention of Volunteers, M. Hager & J. Brudney, The Urban Institute, 2004

• Keeping Volunteers: A Guide to Retention, S. McCurley & R. Lynch, Fat Cat Publications, 2005 (electronic only)

• Volunteer Retention Issue Brief, Corporation for National and Community Service

More Resources

• Volunteer Retention and Recruiting, Rocky Mountain Elk Foundation

• Adjust Your Thinking: Shifting Your Focus on Volunteer Retention, Donna Lockhart

• Keep Those Volunteers Around, Bill Wittich• www.energizeinc.com• www.pointsoflight.org• Girl Scouts of America• Cooperative Extension Service• www.mdvan.org

Questions, and Perhaps, Answers

Unconditional No Money Back

Guarantee

• Didn’t get everything you needed?• Call or email or invite for coffee or lunch