Volunteer Program Management

1. Volunteer Program Management April 12, 2013 Kris Sulpizio, CVA Director Volunteer Services

2. Your Volunteers Are In It To Win It!

3. The 3 R’s Volunteer Program Management • Recruit • Retain • Recognize Putting the pieces together

4. Recruitment • Assessment • Identify missing pieces or disconnected & collaborate with staff • Define how volunteers would help • Identify any budget implications • Create a work plan • Strategy • Steps • Timeline • Owners A CONNECTING COMMUNITY FOR GOOD

5. 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

6. 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

7. Creating a Work Plan • Law of attraction • Make volunteering appealing – put some “sizzle” into recruitment • Target identified groups • Hold recruitment meetings • Prepare 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

8. Selection Process • Creating a good fit • Know when to interview • Manage upfront (Volunteer Agreement) • Requirements, Code of Conduct • Always remember your Mission • It’s okay to say “no thank you” • Have a back-up plan

9. All Aboard the Retention Train

10. The Journey Begins • Communicate • Review JD • Clarify • Roles & Responsibilities • Connect • Volunteer with staff

11. Continuous Process Improvement • Internal • Program Evaluation • Staffing • Course Correction • Internal • External • Survey Says

12. Retention Cycle • Ready • Be Prepared • Recognize • Personalize & Thanks • Respond • Timely & Knowledgeable • Repeat • Consistency Volunteers Feel Thanked, Valued & Appreciated

13. Cycle, Rinse & Repeat • What happens if there is overload? • Unforeseen circumstances • Life happens • How do you balance the load? • How do you hit “reset”?

14. The Little Engine That Could • Handling difficult situations • Remember the Little Engine that could • Practice empathy • Self-Awareness • Self-Regulations • Self Motivation • Call on the highest good in you • & your volunteer • BUT IF…

15. 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 conversation • Solo or witness? Location? • Determine how long the meeting will last

16. Conflict Resolution Be Prepared visualize a successful, peaceful conversation. Identify the Problem Give specific details, including your own observations, valid documentation. Don't Wait The sooner you resolve conflict, the easier it is to resolve. Listen Actively and with Compassion Listen actively and remember that things are not always what they seem. Find a Private, Neutral Place Talking about conflict has almost no chance of succeeding if it’s carried out in public. Find a Solution Together Ask the other party for his or her ideas for solving the problem. Agree on a Plan of Action Say what will be done differently. Be Aware of Body Language Share Your Feelings Nine times out of 10, the real conflict is about feelings, not facts. Express Confidence Thank the other party for being open with you and express confidence that your work relationship will be better for having talked the problem out.

17. Saying Goodbye • Begin with a thank you • Stay the course – be objective use “I” or “it” • Stick to the facts • If the outcome is set – state it • If the end is not clear – seek collaboration • End with empathy

18. Recognition How many ways do I love thee,

19. Let Me Count The Ways • 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

20. Let Me Count The Ways • Walk of fame • Radio/Newspaper • Namesakes • Small Token Gifts • CD, Candles • Themed events • Valentine, Spring • Engage others to help

21. This One’s For You – Thank You • 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

22. Feeling Good

23. Volunteer Resource Guide • National & Global Youth Service Day • http://www.ysa.org/nysd/resource/planning.cfm • • National Service Resource Center • www.nationalserviceresources.org • • Network for Good • www.networkforgood.org • • Service Leader • www.serviceleader.org • • ServeNet • www.servenet.org • • Students in Service to America Guidebook • http://www.studentsinservicetoamerica.org/guidebook/index.html • 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

24. It’s Your Turn 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? 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?