Steve McCurley

1. Steve McCurley Keeping Volunteers Engaged: The Keys to Retention

2. Introduction: Me • US-based trainer — 30 years • Also worked in Brazil, Canada, France, Germany, Ireland, UK, Trinidad, Australia • Author

3. This session: • Why worry about retention? • Comparing retention rates • Keys to retention • Summation

4. Why worry about retention?

5. Why worry about retention? Retention is more efficient than recruitment • Looking for new volunteers • Interviewing and screening • Training

6. Why worry about retention? Losing experienced volunteers is costly • Loss of knowledge • Loss of relationships with clients and staff • Loss of financial support

7. Why worry about retention? Losing volunteers is usually the fault of the organization — an indication of bad management.

8. So, is retention a problem for you…?

9. Volunteer Retention in USHager and Brudney, 2004 “Of the volunteers that worked with your organization one year ago, approximately what percentage would you say are still volunteering?”

10. What percentage of volunteers that worked with you a year ago are still volunteering? • 90+% • 60-89% • 30-59% • 0-29%

11. Volunteer Retention in USHager and Brudney, 2004 Of volunteers from one year before • 17% of respondent organizations had 100% retention • 3% of respondent organizations had 0% retention • Median rate of retention:80%

12. Retention is a lot more complex than we’d like it to be…

13. Some comments about retention: Over time, volunteers move naturally in and out of volunteering

14. Volunteers in New ZealandFeeney, 2001 • Volunteering with different organizations at different times of their lives, depending on their interests and family commitments, was seen to be a general pattern. • People often started volunteering by becoming involved with their children’s activities, then moving to more formal roles within those organizations. • Volunteers might work at several organizations at the same time but usually with varying levels of commitment.

15. Some comments about retention: • Over time, volunteers move naturally in and out of volunteering • Programs may have very different retention rates

16. Retention Rates • 643 days(AIDS volunteers, Houston, 1993) • 2.6 years(CASA program, 2001) • 3.71 years(Community Literacy of Ontario, 1997) • 4.5 years(Volunteer Ambulance Officers, Tasmania, 2001) • 37% over 10 years(Meals on Wheels, New South Wales, 2003) • 60% over 10 years(UK sports clubs, 2003)

17. Most Programs Have: • Small cadre of long-term committed volunteers (10-20%) • Revolving quick turnover pool (20-40%) • Intermediate, still making up their mind, group — sometimes involved, sometimes not

18. Some comments about retention: • Over time, volunteers move naturally in and out of volunteering • Programs may have very different retention rates • High retention rates are not always a good thing

19. It’s one small, fatal step from a dedicated, tightly organized team to a clique…

20. Basic Rules of Retention • Retention doesn’t happen in a vacuum. • Don’t waste the volunteer’s time. • Let volunteers do the work they want to do. • Thank volunteers for their efforts. • Don’t automatically assume you’ve lost a volunteer.

21. Volunteer Ambulance Officers, TasmaniaFahey & Walker, 2001 74% of those who had resigned indicated they would consider re-joining if asked

22. Re-connecting: • “Come back — all is forgiven. We miss you!” • Reunion party

23. Some Keys to Retention

24. At what point in the relationship with the volunteer are you most likely to lose a new volunteer? • First month • First six months • End of first year/end of term of commitment • Longer term

25. Answer: None of the above

26. Hobson & Malec, 1999 • 49.3% received offer of assistance • 69.3% did not receive name of person answering phone • 26.4% were not referred to appropriate contact person • 48.7% were not asked for contact details in contact person not available • 70% of those who left contact information did not receive a return call

27. Your biggest retention problem may occur before you even see a prospective volunteer. • It may ensure that you never see them.

28. Key #1 Build a friendly, welcoming system • Initial contact • First days of work

29. Training Staffand Volunteers If anyone asks you about volunteering the first word out of your mouth should be… “Great!”

30. Volunteers are actually more likely than paid staff to give an impression that newcomers aren’t welcome. Usually this is unintentional.

31. Key #2 Prepare volunteers for success

32. McCurley’s Rule Nobody volunteers to fail.

33. Tips for Preparing Volunteers for Success • Reality-based training — case studies, real experiences • Match expectation with reality — show what a reasonable accomplishment would be • On-the-job training and assistance —“real, usable information on what to do” • Supportive materials and adequate equipment • Support from co-workers and mentors

34. Effectiveness of Volunteer Mentors4H, Florida, 1999 • “Drop-out rates for the three annual Master Gardener basic training programs prior to the Mentor program were 26%, 17% and 27% for years 1995, 1996 and 1997.” • The trainee drop-out rate for 1998 was 2% — following the creation of a mentor effort.

35. Key #3 Work toward a long-term relationship • Create a sense of empowerment over “shape of work” • Make a “true believer” in mission of the organization • Encourage social bonding with staff and volunteers

36. Big Mistake If the only person in the organization the volunteer bonds with is the volunteer manager, what happens if the volunteer manager leaves the organization?

37. Summing It All Up: To keep volunteers involved you have to pay attention to them and you have to get to know them — this takes time and care.

38. McCurley’s Rule “If you don’t know who your volunteers are, why should they care who you are?”

39. Finding me: Steve McCurley shm12@aol.com