Volunteer Management

Ivy Sager Hanover Co. Dept. of Community Resources (804) 365-4300 volunteer@co.hanover.va.us Volunteer Management Virginia CASH Campaign Fall Classic September 29, 2009

Learning Objectives Review the Elements of Effective Volunteer Management Understand the relationship between management investment and job complexity

© 2007, Betty Stallings - Energize, Inc. Learning Objectives - Recruitment Understand what recruitment is and the impact of doing it well List objections and barriers to volunteering…and some strategies to overcome them Design an effective recruitment message Describe characteristics of effective recruiters

Elements of Effective Volunteer Management

Level of Management Investment Relative to Job Complexity As the degree of complexity increases, the investment in the management process increases. Planning, attention to administrative details & organizational structure, the focus of the recruitment, precision used in screening, time and resources devoted to training and supervision – all are amplified as the job becomes more complicated, sensitive or intense. High Low Management Investment Simple Complex Complexity of Work

Organizational Preparedness Risk Management Job Description Development Planning and Preparing

Screening Application Interviews Background Checks References

Screening Degree & type of screening based upon level of risk and level of contact with vulnerable populations Children Elderly Disabled Including risk to co-workers and property

Orientation is focused on information about the organization. Training is focused on the knowledge, skills and abilities needed to perform a specific job. Orienting and Training

The overview of the total organization necessary for every volunteer, regardless of specific assignment. It places the work in context and allows for consistent introduction of policies, procedures, rights and responsibilities. • A standardized orientation is provided to help all volunteers become familiar with the purpose, structure and policies of the organization. • Segments of the volunteer orientation program are utilized to introduce others to the organization. • The key policies and requirements have been put into writing so that they are conveyed consistently to everyone. Volunteer Management Audit by Susan K. Ellis Orientation

Customized to the requirements of each job description and the background each volunteer brings to the organization. Initial, start-up training (Pre-service) Ongoing, in-service training Dependent upon giving clear instruction Integrated into supervision Integration of training for volunteer and paid staff Training

Supervision Motivation Recognition Directing the Work of Volunteers

Every volunteer requires (and deserves) some level of supervision. Supervision serves several functions: To ensure the volunteer is getting the job done effectively. To ensure the volunteer is being provided growth and learning opportunities as a result of his/her experience on the job. To see that the volunteer is satisfied in the placement. This critical form of recognition is part of the volunteer’s “pay”. Mutuality between volunteers and their supervisors can be developed through the use of job descriptions, contracts and agreements. Being intentional about supervision is critical. Who supervises a volunteer needs to be determined based not only on job function and organizational placement, but also on readiness and ability. Supervision

“Supervision as a management role is the act of empowering the volunteer to accomplish identified results.” Supervision

Critical Skills Obtaining information Use open-ended questions to facilitate effective communication. Encourages discussion, shows concern, diffuses anger and allows a person to share feelings. Giving feedback Enables the supervisor to guide the volunteer’s efforts toward improvement – Formative feedback Serves to build a foundation for the volunteer’s sense of accomplishment – Motivational feedback Supervision

The Volunteer Life Cycle *Leading *Sharing Blooming Improving *Analyzing Trying Committing Exploring * Points of renewed commitment Motivation

Recognition is accomplished through the establishment of a soundly managed volunteer program and should: Begin on the first day a volunteer works for your program, not put off until the annual awards program. Be geared to the volunteer, and thought of in terms of what keeps any particular individual coming back. Be built into the program and envisioned at the beginning of the program’s development. Recognition

Documentation Individual Volunteer Records Program Outcomes Program Framework Keeping Records

Provides historical perspective Provides volunteers consistency Provides framework for program Provides accountability Provides data for program and volunteer evaluations Provides data for recognition and award nominations Provides data for funding and grant applications Supports issues of risk management Emergency procedures Consents Position description Record of activity Documentation

Screening documentation Hours Assignments Performance reviews Training completed Incident reports Staff accounts/feedback Recognition activities Individual Volunteer Records

Number of volunteers supporting program Number of volunteer hours and dollar equivalency of service Number of people impacted Outcome or nature of impact Anecdotal accounts of services Program Outcomes

Planning documents Policies & procedures Recruitment plans Marketing plans Job descriptions Interview questions & notes Orientation materials Training designs Program evaluations Staff feedback/surveys More…? Program Framework

Evaluation should be an ongoing process Opportunity to acknowledge accomplishments and review performance standards Informally survey volunteer after first day Provide feedback as soon as possible, both positive and constructive Evaluating

Recruiting

© 2007, Betty Stallings - Energize, Inc. Definition: Volunteer Recruitment A process to attract and invite people to consider volunteer involvement within your agency, faith community, or organization.

© 2007, Betty Stallings - Energize, Inc. 4 Key Concepts • Until you identify and address people’s possible resistance to volunteering, you will not reach your potential in volunteer recruitment. • For volunteer recruitment to be successful, the needs of the organization and the needs of the volunteer must be met simultaneously. • The recruitment invitation must, minimally, include 3 elements. • Effective, trained people should recruit volunteers.

© 2007, Betty Stallings - Energize, Inc. Key Concept 1 Until you identify and address people's possible resistance to volunteering within your organization, you will not reach your potential in volunteer recruitment.

© 2007, Betty Stallings - Energize, Inc. Activity Identify any organizational or personal barriers that may keep prospective volunteers from responding positively to opportunities to work with the EITC Program.

© 2007, Betty Stallings - Energize, Inc. Recruitment Techniques to Avoid Bait and switch “There’s nothing to it.” “We’re desperate; anyone will do.” Cast your net and see who swims in. “You’re a CPA. We could use one of you!” “We have lots of needs...HELP!” “I‘m tired of doing it. Anyone else want to?”

© 2007, Betty Stallings - Energize, Inc. Key Concept 3 The recruitment invitation must, minimally, include 3 elements: The statement of need. (The need of clients, not of the agency!) How the volunteer can help. Benefits of the position to the volunteer.

© 2007, Betty Stallings - Energize, Inc. Invitation Example 1 Statement of client need They have gloves, bats and softballs, but no coach. Seventy-five mentally-challenged boys and girls are waiting for a coach. How to help Don’t let them strike out. Join our Special Olympics Team! Call 1-800-Gold today! Benefits You’ll never feel more appreciated (and you’ll get some exercise, too!).

© 2007, Betty Stallings - Energize, Inc. Invitation Example 2 Statement of client need Many Seniors in our community are not eating balanced meals and are suffering from malnutrition. How to help You can give three hours to chop, slice, spread, boil, wrap, and pack food with our chef and other great folks. Benefits Knowing you’ve made a difference,enjoying your team, and learning how to cook in large quantities!

EITC Recruitment Message In Arizona, millions of EITC dollars were not collected by eligible families. In one hour, you can help a moderate or low-income family collect an average of $1,871 (to a maximum of $4,700) for things like meeting basic needs, purchasing a house or buying a car through your local Earned Income Tax Credit (EITC) program! Volunteers play a crucial role in EITC campaigns. Free tax preparation sites depend on volunteers and not only do they help working families get the credit(s) they deserve, but also save families the fee charged by professional tax preparers. Last year, volunteers returned more than $7 million impacting more than 10,000 hard working families. www.cir.org

www.childnet.org/keepit/volunteerinfo.htm EITC Recruitment Message

© 2007, Betty Stallings - Energize, Inc. Best Volunteer Recruiters Volunteers who are: Satisfied Enthusiastic Enthusiasm ends with IASM: I Am Sold Myself! Articulate Connected with the person or group being recruited

© 2007, Betty Stallings - Energize, Inc. Summary Remember that volunteer recruitment is a process to attract and invite people to consider volunteer involvement within your organization. Address possible barriers. There must be mutual benefits. Design an effective message. Select and train people to recruit.

Resources & Wrap-up Ellis, Susan J. The Volunteer Recruitment (and Membership Development) Book, Third Edition. Philadelphia: Energize, Inc., 2002. Order from http://www.energizeinc.com/bookstore.html. Esmond, Judy. Count Me In! 501 Ideas on Recruiting Volunteers. Order from http://www.morevolunteers.com . Graff, Linda. “Recruitment.” Chapter 4 in Best of All: The Quick Reference Guide To Effective Volunteer Involvement. Dundas, ON: Linda Graff and Associates Inc., 2005. Order at http://www.lindagraff.ca/ or the e-book edition at http://www.energizeinc.com/bookstore.html. McCurley, Steve and Rick Lynch. Volunteer Management: Mobilizing all the Resources of the Community, revised ed. Kemptville, ON: Johnstone Training and Consultation, Inc., 2006. Order at http://www.energizeinc.com/bookstore.html and http://www.bettystallings.com. © 2007, Betty Stallings - Energize, Inc.

Volunteer Management