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KUNM Report. Michelle Detry Jacqueline N. Hood Keystone International, Inc. Overview. The following report will summarize Strengths of KUNM Challenges faced by KUNM Recommendations. Strengths. Commitment and dedication of staff to KUNM Commitment and dedication of volunteers to KUNM
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KUNM Report Michelle Detry Jacqueline N. Hood Keystone International, Inc.
Overview • The following report will summarize • Strengths of KUNM • Challenges faced by KUNM • Recommendations
Strengths • Commitment and dedication of staff to KUNM • Commitment and dedication of volunteers to KUNM • Growth of the station • Listener satisfaction and connection • Unique format of radio station; “patchwork quilt” versus mono-format
Challenges • Lack of accountability • Stipulation of Dismissal (Settlement Agreement) • Not enough paid staff • High work load and stress • Increased conflict • Difficulty in recruiting Board members • Structural constraints • Lack of current strategic plan • Trust and communication could be improve • Difficult to manage such a large number of volunteers (140+)
Survey Respondents • Volunteer Respondents On Air/Off Air • 50% On air • 13.6% Off air • 36.4% Both • Declared Classification of Respondents = 68 • 30.9% KUNM Staff • 64.7% Volunteer Staff • 4.4% Undeclared • Gender • 65% Male • 35% Female
Overall Survey – Areas of Strength • Understand the mission and goals at KUNM • Understand my role and expectations of me • Volunteer Staff produce high quality programming • Trust the top Management team • Management and Operational Staff are helpful • Belief that Management and Operational Staff act ethically
Overall Survey – Areas of Strength • Belief that customers very satisfied with programming • Have the tools to do the work effectively • Have adequate input and information to do the work • Information in Zounds is valuable • Read Airwaves when published
Overall Survey – Areas for Improvement • Overall trust level at KUNM could be improved • Full-time volunteer coordinator needed • Performance management system is important to institute for Volunteer Staff • Annual review process for volunteers needed • Need standards of professionalism for Volunteer Staff • Improve maintenance of music library • Need for more technology training • Need for annual survey of listeners
Overall Survey – Areas That are Split or Neutral to Many • The Volunteer and Operational Staff work well together • Cooperative teamwork exists at KUNM • Volunteer Staff selection process ensures that we hire the best people • Recognition for the work done • Accountability and clarity of policies and procedures • UNM administration acts in the best interest of KUNM • Management has leadership and management capabilities
Overall Survey – Areas That are Split or Neutral to Many • Have seen positive changes at KUNM over last year • Accountability and clarity of policies and procedures • Cooperative teamwork exists at KUNM • Clarity of reporting structure • Satisfaction with availability of equipment • IT provides services needed • Zounds is an effective communication tool
Volunteer Results • Positive factors • Adequacy of training • Work assignment at KUNM • Process that was used to assign the work • Would like to stay as a volunteer with KUNM for a long time • Would not leave KUNM if could find similar volunteer work elsewhere • Look forward to volunteer time at KUNM
Volunteer Results (cont.) • Split on • Opportunity to change assignment at KUNM • Opportunity for personal development at KUNM • Worth and adequacy of general meeting
Operational Staff Results • Positive about • Being listened to at staff meetings • Effective facilitation of staff meeting • Areas for improvement • Need for retreat in the near future • Need more interaction between staff members • Split on • Effectiveness of staff meetings • Staff needs are taken into consideration in decisions • Respect received at KUNM • Working well as a team • Opportunities for professional development at KUNM
Recommendations • Several categories of recommendations emerged from the interviews including: • Organization structure • Management/Staff • Board • Volunteers • Stipulation of Dismissal (Settlement Agreement) • Students • Processes
Organization Structure • Hire a full-time Volunteer Coordinator • Smaller organizations that rely on fewer volunteers have paid full-time volunteer coordinators • Considering having this person also handle HR for KUNM • Fill interim positions with permanent employees • Production Manager • Programming Manager
Management/Staff • Have a staff retreat – focus on team building and planning • Training for Management/Staff • Communication skills • Conflict management • Team building • Supervisory skills – most staff end up supervising volunteers • Meeting management – running effective meetings • Ongoing coaching for managers
Board • Clearly define the role of the Board • Change Board terms to provide overlap • Engage the community to foster potential Board members • Training for Board Members • Meeting facilitation • Conflict management • Dispute resolution • Team building
Volunteers • Develop a volunteer contract/agreement • Clearly outline performance expectations, feedback process, grounds for dismissal, etc. • Annual renewal of agreement • Develop volunteer job descriptions and selection process • Select volunteers based on criteria outlined in job description • Only select volunteers when there are vacant positions • Conduct background & reference checks
Volunteers (continued) • Develop a performance review process with a probationary period • Streamline/simplify volunteer grievance process • Conduct volunteer exit interviews • Ongoing training for volunteers • Equipment, especially on air • Conflict management • Communication skills
Volunteers (continued) • Improve communication with volunteers • Require email address so email can be used to communicate with volunteers – improves timeliness of communication saves money • AirWaves– publish online to save money by not printing and mailing a publication • General Meeting – consider running the meeting with a skilled meeting facilitator
Students • Involve students academically in the station • Ex., have Spanish majors do translation and programming in Spanish • Involve more students as volunteers • Partner volunteers with students to involve them in station activities • Get more students interested in and listening to KUNM to keep KUNM current with listeners and technology • Need to develop younger listener base and volunteer pool
Processes • Review and revise the programming change process • Make it easier to change programming as needed • Streamline process for filling vacant on-air slots, especially for evaluating public comment on potential new programs • Do a comprehensive listener survey • Conduct an inclusive strategic planning process • Facilitated team building amongst staff, staff and volunteers, and staff and board
Processes (continued) • Develop systems of accountability • Train staff on systems and accountability processes • Conduct human resources audit • Determine best structure and appropriate staffing levels • Independent legal counsel review of all governance documents
Processes (continued) • Develop a system/schedule for acquiring and maintaining equipment • Determine equipment needs • Develop plan for acquisition of new equipment • Develop a maintenance of current equipment • Develop systems for the music library • Organize the library – file music in Director’s office • Develop a process to ensure new music is handled efficiently • Create a system for tracking music – check in and check out system
Conclusion • KUNM is composed of a group of dedicated staff and volunteers operating a unique community radio station • The organization can take positive steps for improvement, some of which include: • Staff retreat, training and coaching • Board facilitation to clarify role, develop improved fundraising and enhance engagement of members • Write volunteer contracts, clarify expectations, develop performance review processes, enhance communication • Overall interviewees and respondents, KUNM provides a high level of listener satisfaction in a unique format