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The Art ofVolunteer Management

2010 Fundamental Five+ Non-Profit Capacity Training Series

presents

Keith RanneyArt of Volunteering, LLC

10-20-2010

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Agenda

8:30 am Welcome & Introductions

8:45 am Assessing, Representing, Engaging

9:45 am BREAK & Network

10:00 am Systems, Strategies, Retention

11:15 pm BREAK & Network

11:30 pm Q&A with Expert Panel

12:15 pm Wrap-Up, Post-Test, Evaluations

12:30 pm Session Ends

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Mahalo to our Sponsors!

Office of Hawaiian Affairs - Community Building Economic Development Grant

County of Maui Department of Housing & Human Concerns, Volunteer Services

Tri-Isle Resource Conservation & Development - Fiscal Sponsor

Grants Central Station - program founder

PlayBook Consulting Group - Fundamental Five+ Series Producer / Coordinator

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Building on the Past

I hear and I forget.I see and I

remember. I do and I

understand. --

Confucius

Reinforce… Share… Present… Add…

Structure Systems Tools

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How many of you…

…represent organizations that use volunteers…

• On a daily basis• Just for events• Both daily and for events

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How many of you…

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How many of you…

…have FUN as a volunteer manager?

Note: It’s supposed to be fun

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What if…?

What if I could promise you that you could cut the time it takes to perform your most repetitive volunteer management tasks by 90%?

What if I could show you how to redirect the time saved doing repetitive tasks toward the use of tools and systems that will raise the overall quality and effectiveness of your volunteer program?

What if I could show you how to make volunteer management fun instead of a chore?

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Why cultivate the volunteer spirit?

To travel a great distance, it’s best to travel together as a group. But to get to a destination quickly, it’s best to go alone.

With the global and local challenges we now face, we must learn to travel a great distance quickly, as one species, and rally around a common sustainable purpose, or perish.

For me, volunteer management is an exercise in social artistry; mobilizing hundreds of people on behalf of a unified vision. It represents an alternative currency that supports an economy, not of consumption, but of caring and sharing.

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Subjects to Discuss

Representing interests of both volunteers & the host organization

Engaging your community via social media Assessing volunteer motivations Registration & Scheduling Systems Strategies for Success Inspiration & Retention

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Review from 2009

The Top Ten List for a Top Notch Volunteer Program

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The Top Ten List for a Top Notch Volunteer Program

1. Roadmap Why do you need volunteers? What do you expect them to do? Where will you assign them? Who do you want? When do you want them? (and for how

long?) How will you find them?

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The Top Ten List for a Top Notch Volunteer Program

ACTI VI TY CATEGORY ACTI VI TY # Rating Start End 17 18 19 20 21 Parking ManagerMaui Arts & Cultural Center - Kahului Will Call Table - 1st Shift 1 4 1:00 PM 5:00 PM x x x x x MACC Joanne

Will Call Table - 2nd Shift 1 4 4:30 PM 8:30 PM x x x x x MACC Joanne

Will Call Table - 3rd Shift 1 4 7:30 PM 10:30 PM x MACC Joanne

Celestial Cinem a - First Shift Volunteer Check in Desk 2 4 5:00 PM 9:00 PM x x x x x Blue Keith

Will Call 1 4 5:30 PM 9:30 PM x x x x x Blue Keith

Ticket Taker - Main Gate 4 4 5:30 PM 9:30 PM x x x x x Blue Keith

Ticket Taker - Pro Shop 4 4 5:30 PM 9:30 PM x x x x x Blue Keith

Pass Checker - VI P Entrance 2 4 5:30 PM 9:30 PM x x x x x Blue Keith

Entrance Director 2 4 6:00 PM 10:00 PM x x x x x Blue Keith

Usher/ Monitor 8 4 6:00 PM 10:00 PM x x x x x Blue Keith

VI P Seating Monitor 2 4 6:00 PM 10:00 PM x x x x x Blue Keith

Trash Control 1 3 6:00 PM 10:00 PM x x x x x Blue Keith

Handicart Driver 2 4 6:00 PM 10:00 PM x x x x x Blue Keith

Merchandize Tent 3 4 5:30 PM 9:30 PM x x x x x Blue Keith

Scrip Sales 4 4 5:30 PM 9:30 PM x x x x x Blue Keith

Security - ProShop 6 3 5:30 PM 9:30 PM x x x x x Blue Keith

Security - Grounds 8 3 6:00 PM 10:00 PM x x x x x Blue Keith

Celestial Cinem a - Second Shift Volunteer Check in Table 1 4 9:00 PM 1:00 AM x x x x x Blue Keith

Ticket Taker - Main Gate 3 4 9:00 PM 1:00 AM x x x x x Blue Keith

Usher/ Monitor 6 4 9:00 PM 1:00 AM x x x x x Blue Keith

VI P Seating Monitor 1 4 9:00 PM 1:00 AM x x x x x Blue Keith

Trash Control 1 3 9:00 PM 1:00 AM x x x x x Blue Keith

Handicart Driver 1 4 9:00 PM 1:00 AM x x x x x Blue Keith

Merchandize Tent 3 4 9:00 PM 1:00 AM x x x x x Blue Keith

Scrip Sales 3 4 9:00 PM 1:00 AM x x x x x Blue Keith

Security - Grounds 6 3 9:00 PM 1:00 AM x x x x x Blue Keith

Security - VI P Entrance 1 4 9:00 PM 1:00 AM x x x x x Blue Keith

Nova Award Tribute at SandDance Host-Usher-Monitor 4 4 7:30 PM 11:30 PM x WB Kathy

SandDance Theater-Wailea Beach Host-Usher-Monitor 4 3 7:00 PM 11:00 PM x x x WB Kathy

Shep Gordan VI P at Mala Busser 4 4 6:30 PM 10:30 PM x WB MokiHandstam per 1 4 6:30 PM 10:30 PM x WB MokiSet up / Busser 4 4 5:00 PM 9:00 PM x WB Moki

Tom m y Baham a - Starry Night MoonDance Ticket Taker 1 5 9:00 PM 1:00 AM x Shoppes Kathy

Pass Checker 1 4 9:00 PM 1:00 AM x Shoppes Kathy

Security-Clicker (m ale) 1 4 9:00 PM 1:00 AM x Shoppes Kathy

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The Top Ten List for a Top Notch Volunteer Program

1. Recruitment We’re going to take 1 Giant Leap beyond

last year’s tried and true (tired and outdated) recruitment model and leverage social media.

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3. Retention4. Recognition5. Reporting6. Resistance7. Rules & Regulations8. Reciprocation9. Rejoice10. Remember

The Top Ten List for a Top Notch Volunteer Program

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Volunteer Assessment

Motivated

Not Motivated

SkilledNot Skilled

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Representing Your Organization

Internally (education) To Exec. Director To Staff Employing a

volunteer training program and establishing a Communications Hierarchy

Creating a System for Feedback

Externally (marketing) To your target

audience Differentiating your

services & organization

Creating a gratitude program that includes Perks & Benefits or access to services

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Ultimate Goal:

HostOrganization

PatronsVolunteers

Win3

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It Starts With You

Owning your program

Cultivating “Buy In” from colleagues

Evangelizing your organization Capital Development

Leveraged Capacity Building

Engaging Future Donors

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Volunteer Manager

Clear and effective communications

when, where, why, what, who, how

Inclusive

Honoring of volunteer’s time & energy

Gratitude and acknowledgment

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Structure

What do we mean by “Structure”?

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Role(s) of Volunteer Manager

Sales

CouncilorSupervisor

Energizer

Planner

Interface

Tactician

Trainer

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Engaging Your Community

Attraction Factor Competition Branding Collaboration

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Segmenting Volunteers

WWII 1928-1945

Boomers #1 1946-1954

Boomers #2 1955-1965

Gen X’ers 1965-1980

Millennials (Gen Y) 1981-2010

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Systems

What are the tasks that take up most of your time?

Maintaining accurate contact information

Assessing your volunteers skills and motivation

Scheduling, rescheduling (last minute cancellations)

Training, orienting

Supervising

Retention / Appreciation / Acknowledgment

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Tools: Personal Development

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Tools: Personal Development

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Tools: Personal Development

• greater carrying capacity• more space• more compassion for yourself• more compassion for others

* Ho’oponopono may be the most valuable tool in your interpersonal communication skills tool kit.

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Social Media

• Twitter• LinkedIn• Facebook

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Social Media

Facebook

• The most effective way to engage the volunteer community in 2010 (which also considers “cost”) is developing a social media presence and getting to know your community through this globally interconnected multimedia platform.

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Facebook: Personal

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Facebook: Organization

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Facebook: Wall

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BREAK10 minutes

Next up: System Tools

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Tools: Database ResearchAndar Web-Based Volunteer Management, from HelixCount Me In (for sports league volunteers)CiviCore Volunteer ManagementCiviCRM, open source and freely downloadableDonorPro, by TowerCare Technologiesebase, free single-user downloadeteambuilderFundRaiser Select and FundRaiser Professional, now a part of BlackbaudGiftMaker Pro Volunteer Module/Campagne AssociatesGiftsFriends&TimeGiftworks – integrated donor and volunteer databaseGolden Futures Foundation 501(c)3Homeworks, by CernerIncome Manager v.5.1Metrix (free -- uses MS Access)OrgAction Online Volunteer DatabaseRaiser's Edge by BlackbaudROVIR, the Retriever of Volunteer Information and ReportingSalesforce.com

Samaritan Technologies (eCoordinator)ShiftBoardSon of Service (SOS) (free)Tapestry, by VisionLinkTools for Organizations/Habitat SchedulingThe Registration System (TRS), developed by Simply HospitalityV-Base, Developed by do-it and YouthNet UK (United Kingdom)V2/Volunteer2/Volunteer Squared***VolCentreVolgistics, Red Ridge SoftwareVoltraxVolunteer Coordinator/InfosoftVolunteer Event Management (VEM) from Volunteer Solutions Volunteer Management System (VMS) , a free MS Access database by Wright Information Technology SolutionsVolunteer Reporter (formerly RSVP Reporter)Volunteer Works, Red Ridge SoftwareVol - TrackVSys OneWhen to Help

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Tools: Volunteer Impact

• Volunteer Profiles• Find Volunteers• Create Activities• Activity Profiles• Scheduling• Communicating• Tracking Hours• Reporting

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Admin: Contact

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User: Contact

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Admin: Qualifications

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User: Qualifications

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Admin: Custom Fields

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User: Custom Fields

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Admin: Committees

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Admin: Interests & Availability

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User: Interests & Availability

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Admin: Schedule

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User: Schedule

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Admin: Exporting Data

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Measure & Report on Activities

PDF - best for printing to emailing to others Excel - handy for combining with other data or doing

additional data analysis  MHTML - for publishing text and graphics together in

a web page format JPG -  for cropping out graphs for use in your website TIFF - for creating an image for use in print materials

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Measure & Report on Activities

Create lists of volunteers according to; Interests Assignments Qualifications Custom fields Dates on the schedule Number of hours worked, or Any combination of the above

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Find A Volunteer

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Find A Volunteer-by qualifications

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Find A Volunteer-result

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Create Activities

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Create Activities-dates

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Create Activities-Regular Schedule

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Create Activities-Volunteer View

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Manage Activity Profiles

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Manage Activity Profiles

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Manage Activity Profiles

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Manage Activity Profiles

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Manual Scheduling

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Art of Volunteering-Register Now

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Channels of Communication

Website Volunteer Page with links to;

Registration System Newsletter Sign-Up Facebook Page Scheduling System Online Orientation Media (Training Videos)

Registration System (www.myvolunteerpage.com) eNewsletter Facebook Scheduling System Orientation Media Volunteer Program Mission Statement

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Have You Hugged Your…

Webmaster you’ll need to update website content

Copy writer you’ll need approved content in context with organization’s mission for use in

eNewsletters and other web based campaigns Graphic Designer

you’ll need maps to identify parking, volunteer check in, etc. Videographer

this is the best way to clone yourself IT Manager

they keep you connected Volunteer Management Consultant

you’ll need encouragement, inspiration and training

Keep communications fresh, timely, informative,

effective, compelling and engaging.

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Retention

If volunteer recognition begins when volunteers first come on board… If you use social media as a means of getting to know your

volunteers… If your volunteer program is effective in communicating your

organization’s needs and matches them with volunteer skills and interests…

If volunteers are empowered to manage their own profiles and schedule themselves…

If your team members respects your varied roles and support you in your mission…

If your organization continues to provide an essential community service…

You will not have a problem with retention.

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Quick Wrap-Up

List your Major Take-Away’s Calls to Action

Apply for a capacity building grant through Hawaii Community Foundation and fund expansion of your volunteer program and implementation of an internet communications plan that includes;

eNewsletter campaign Social Media Online Volunteer Management database system Training videos

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Test Your Knowledge

Our funder (and we!) want to know how effective this workshop was for you.

This 5-minute Post-Workshop Quiz helps us gauge your progress and our success.

Mahalo.

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Help Us Serve You Better!

Please take 5 more minutes to complete the Workshop Evaluation so that we can improve

this and future offerings

Mahalo.

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More Free Workshops on Maui!

11-16-10 Financial Literacy & Bookkeeping

12-07-10 Strategic Planning

01-11-11 Board Development Training

02-22-11 Legal & Insurance Issues

03-08-11 Fundraising & Development

Upcoming Fundamental Five+ workshops

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Mahalo

For More Information or to Register for an Upcoming Workshop

Leslie Mullens (808) 875-0500Leslie@ThePlayBookGroup.com

Fundamental Five+Nonprofit Capacity Training Series