Volunteer Program Management

April 12, 2013

Kris Sulpizio, CVA

Director Volunteer Services

Your Volunteers Are In It To Win It!

The 3 R’s Volunteer Program Management

•Recruit

•Retain

•Recognize

Putting the pieces together

Recruitment

 

 

 

 

 

 

 

 

 

CONNECTING A

COMMUNITY FOR GOOD

• Assessment Identify missing pieces or

disconnected & collaborate with staff

Define how volunteers would helpIdentify any budget implications

• Create a work plan Strategy Steps Timeline Owners

Creating a Work Plan

•Identify every potential volunteer task Make a list and rank in order of importance and feasibility Choose which one(s) to recruit

• Create a job description for each task – use a template Include – Requirements (age, skill, day(s), time(s), duration is this a one time or ongoing and location

One time – generally easier to recruit for Ongoing – requires more specifics such as skill set, frequency

Creating a Work Plan

• Identify the recruitment process Where are potential volunteers?

social, spiritual active adult communities students in school, college and

vocational centers corporations and businesses AARP, singles groups, affiliations, i.e.,

retired teachers, Current clients Court reported

• Law of attraction Make volunteering appealing – put some “sizzle” into recruitmentTarget identified groupsHold recruitment meetingsPrepare user-friendly website on how to get connected Plan and market “bring a friend” Provide a booth at volunteer fairs Get your program in the newspaper

Creating a Work Plan

Selection Process

• Creating a good fit Know when to interviewManage upfront (Volunteer Agreement)

Requirements, Code of Conduct Always remember your Mission It’s okay to say “no thank you” Have a back-up plan

All Aboard the Retention Train

• Communicate Review JD

• Clarify Roles &

Responsibilities

• Connect Volunteer with staff

The Journey Begins

Continuous Process Improvement

• Internal Program Evaluation

Staffing Course Correction

Internal• External

Survey Says

1. Define

2. Map

3. Define Measures

4. Set Targets5. Analyze

6. Improve

7. Manage

Retention Cycle

• Ready Be Prepared

• Recognize Personalize & Thanks

• Respond Timely &

Knowledgeable• Repeat Consistency

Volunteers Feel

Thanked, Valued

& Appreciated

Cycle, Rinse & Repeat

• What happens if there is overload?

Unforeseen circumstances Life happens• How do you balance the

load?• How do you hit “reset”?

Retention

The Little Engine That Could

•Handling difficult situationsRemember the Little Engine that

could•Practice empathySelf-AwarenessSelf-RegulationsSelf Motivation

• Call on the highest good in you & your volunteer

BUT IF…

The Talk•Prepare before you meet

Be curious as to why? Get your facts straight and

together Are you set on the outcome? Y/N

Open or closed conversationSolo or witness? Location?Determine how long the meeting will last

Conflict ResolutionBe Preparedvisualize a successful, peaceful conversation.

Don't WaitThe sooner you resolve conflict, the easier it is to resolve.

Find a Private, Neutral PlaceTalking about conflict has almost no chance of succeeding if it’s carried out in public.

Be Aware of Body Language

Share Your FeelingsNine times out of 10, the real conflict is about feelings, not facts.

Identify the ProblemGive specific details, including your own observations, valid documentation.

Listen Actively and with CompassionListen actively and remember that things are not always what they seem.

Find a Solution TogetherAsk the other party for his or her ideas for solving the problem.

Agree on a Plan of ActionSay what will be done differently.

Express ConfidenceThank the other party for being open with you and express confidence that your work relationship will be better for having talked the problem out.

Saying Goodbye

•Begin with a thank youStay the course – be objective

use “I” or “it”Stick to the factsIf the outcome is set – state itIf the end is not clear – seek

collaboration•End with empathy

Recognition

How many ways do I love thee,

Thank you every time

Ask for their input

Thank you notes

Certificates of appreciation

Bulletin board

Letter of recommendation

Quantify their impact

Formal nominations

Pot Luck getting together

Let Me Count The Ways

Walk of fame

Radio/Newspaper

Namesakes

Small Token Gifts

CD, Candles

Themed events

Valentine, Spring

Engage others to help

Let Me Count The Ways

For caring

For lifting others up

For your patience

For your smiles

For your understanding

For your hugs

For making things better

For teaching & sharing

For giving others a purpose

This One’s For You – Thank You

Feeling Good

• Energize Inc.

www.energizeinc.com

• ePhilanthropyFoundation.org

www.ephilanthropyfoundation.org

• e-volunteerism.com

www.e-volunteerism.com

• Hands On Network

www.handsonnetwork.org

• Idealist.org: Action Without Borders

www.idealist.org

• Independent Sector

www.independentsector.org• Volunteer Match.org• www.Volunteer2.com

•National & Global Youth Service Dayhttp://www.ysa.org/nysd/resource/planning.cfm• National Service Resource Centerwww.nationalserviceresources.org• Network for Goodwww.networkforgood.org• Service Leaderwww.serviceleader.org• ServeNetwww.servenet.org• Students in Service to America Guidebookhttp://www.studentsinservicetoamerica.org/guidebook/index.html

Volunteer Resource Guide

It’s Your Turn

1. Your 85 year-old volunteer of 15 years is starting to forget things; she gets confused, sometimes even losing her temper with other volunteers – what do you do?

2. You’ve recently recruited a new volunteer with a lot of talent, his background is in computers, he’s offered to help other staff learn your new software program, but the IT person hasn’t responded to your request. Your CEO has said we need to cut costs – what do you do?