CRC 2015 Volunteer Satisfaction Survey Results

Kristen Johnston, Student

Sonya Silva, Volunteer Coordinator

Introduction

• Placement student through Ryerson University

• Certificate in Community Engagement, Leadership and Development

– Capstone Course Placement

• B.A.Sc in Nutrition and Food Science from Ryerson University w/ Food Security certif.

• Works at EatRight Ontario

Background: Why this survey was conducted

• Evaluate CRC volunteer trainings and programs, not just CFCC programs

• Determine volunteer satisfaction, support, skills, learnings and other attributes

• Demographics of volunteers

• Future considerations/improvements for CRC overall, specifically programs/training

Sample and Representative Sizing • 5% margin of error (amount allowed for a

miscalculation) • 95% confidence level (probability that values fall

in specified range) • Wanted responses from:

– 67 GTA volunteers – 36 community volunteers

• 13 CRC participants (individuals who use CRC services) • 19-20 community residents (live Yonge St east to River St,

Bloor St south to the waterfront) • 3-4 residents of 40 Oaks

About the survey

• Anonymous

• Confidential

• Administered in-person and online (via Survey Monkey)

• Optional

– Ability to skip questions

– Survey could be stopped at any time

Survey Results

• 93 surveys were filled out

• 21 were answered in person

• 72 were filled out online

• 76 GTA volunteers

• 25 community volunteers

– 14 CRC participants

– 7 community members

– 4 residents of 40 Oaks

Survey Results Con’d

• No one question was filled out by every participant

• Survey results are not reflective of 100% of volunteers surveyed, they reflect the population who filled out the question

• Demographics, open answer, and check off multiple answer questions had many skips, as many as 47. One answer multiple choice (yes/no questions) had better results.

Demographics

• Age: • 61% of volunteers were 60-79 years old

• 26% of volunteers were 40-59 years old

• 13% of volunteers were 20-39 years old

• 0% were under 19 and under or 80+

• 5% identified as part of the LGBTQ community

• 15% identified themselves as disabled

• 0% identified as an Aboriginal person

• 13% receive social assistance benefits (OW or ODSP)

Demographics con’d 78% female 22% male

85% White 5% East Asian 5% Black 3% South Asian 1% Latino

Volunteers and CRC • 93% of volunteers have done so within the past year at CRC

• In terms of their time at CRC:

– 50% have volunteered for 1-4 years

– 17% have volunteered for 5-9 years

– 12% have volunteered for 3-6 months

– 9% have volunteered for 6-12 months

– 8% have volunteered for less than 3 months

– 3% have volunteered for 10-14 years

– 1% have volunteered for 15-19 years

• 11% of volunteers said CRC was their first volunteer experience

Volunteers and CRC con’d

Remaining % through other means, such as another non-profit organization, faith groups, school, internet, bulletin boards

54%

14%

7%

4% 3%

Volunteers and CRC Programs

55%

20%

15%

13%

11%

10%

5%

5%

4%

3%

2%

1%

1%

Volunteers and CRC Programs con’d

• Note: %s do not equal 100% because individuals can volunteer in more than one program.

• The volunteers who use the CRC programs, most often use: community meals, clothing, healthy meal planning, and drop-in activities like sports or knitting.

Volunteers and Learned Skills

49%

40%

39%

27%

27%

24%

19%

18%

15%

9% 7%

6%

4%

Volunteers and Learned Skills con’d

• Other skills learned: Communication skills, knitting, certain sports, music, empathy, humility.

• Note: %s do not equal 100% because individuals can learn more than one skill.

Volunteer Regions

Training and Orientation

• A question asked volunteers if their orientation or training session prepared them for their role

• Gaps in training for individuals volunteering 5+ years (never received orientation, received it late, etc.)

• 51% were very well prepared

• 34% were mostly prepared

• 15% were minimally prepared

Training and Orientation con’d

• Suggestions from volunteers:

– Ensure everyone has orientation going forward

– Refresher orientation annually, semi-annually, etc.

– General binder on policies, duties, etc. at the reception desk

– Training on interaction with participants

Clarity of Responsibilities

• Evaluated if the volunteers clearly understand their roles for their position at CRC

• 47% were very clear

• 48% were mostly clear

• 5% were somewhat clear

Clarity of Responsibilities con’d

• Suggestions from volunteers:

– Written outline of duties per role or program that are clearly posted

– Daily task list schedule for each program to explain what needs to be done per shift

CRC Staff and Communication

• Evaluated CRC’s ability to communicate with volunteers regarding updates, issues, etc.

• 50% were clear

• 38% were mostly clear

• 8% were somewhat clear

• 4% were not clear at all

CRC Staff and Communication con’d

• Suggestions from volunteers:

– More timely communication i.e. more frequent emails, not just waiting for newsletter

– Important issues be communicated both in person and through email

Staff and Volunteers

• One question evaluated if CRC’s staff level of supervision was satisfactory

• 78% are satisfied

• 16% are somewhat satisfied

• 1% are somewhat dissatisfied

• 5% are very dissatisfied

Staff and Volunteers con’d

• Suggestions from volunteers:

– Have more staff/volunteer brainstorming to problem solve on the job

– Informal performance reviews implemented

Staff and Volunteers con’d

• One question evaluated if CRC staff is appreciative of their volunteers

• 84% feel very appreciated

• 14% feel somewhat appreciated

• 1% feel somewhat underappreciated

• 1% feel not appreciated at all

Staff and Volunteers con’d

• Suggestions from volunteers:

– Volunteer recognition awards

– Volunteer of the Month

– Appreciation letters

– Incentives, gifts, honorariums, etc.

Volunteers’ Sense of Community

• Three questions aimed to determine if CRC volunteers have a good sense of community, social network, and support through their role.

Volunteers’ Sense of Community con’d

• 99% of volunteers feel they’re making a meaningful contribution to Regent Park through volunteering!

• 87% of volunteers made new friends at CRC

Volunteers’ Sense of Community con’d

• 90% of volunteers feel welcome or like they belong at CRC

• 74% of volunteers have met someone at CRC (staff and/or other volunteer) who they could turn to in times of crisis/seek advice

Volunteers’ Ability to Voice Concerns

• Evaluated if volunteers felt free to voice concerns to staff members

• 91% of those who answered felt comfortable voicing concerns

Volunteers’ Ability to Voice Concerns con’d

• Suggestions from volunteers: • Confidential suggestion box to open up communication

channels more anonymously for those who still have concerns

Volunteers’ Ability to Make Decisions

• Aimed to evaluate if volunteers felt as if they were involved in decision-making for programs at CRC

• 65% of volunteers felt involved

Note: Many volunteers noted they wished not to be involved because they were not from the community

Volunteers’ Ability to Make Decisions con’d

• Suggestions from volunteers:

– More frequent satisfaction surveys

– Follow-up from CRC staff regarding already made decisions

– Have volunteers help with scheduling programs

Volunteers’ Thoughts on Poverty and Hunger

• Question asked if volunteering at CRC changed how volunteers think about poverty and hunger in the community

• 75% said yes

• 25% said no

Volunteers’ Thoughts on Poverty and Hunger

• “Honestly, I did not know how many people we had to feed every day and I know we are only one source. Meeting some of the community members has raised my level of appreciation for the situation they are in.”

• “I am sometimes overwhelmed by the feeling that we don't seem able to get on top of these issues in a city, a province, a country, a world in which so many live with so much. I see how deeply mental health issues affect the ability to change one's situation.”

Volunteers’ Thoughts on Poverty and Hunger

• “Sometimes I forget the scope of who these issues affect. Often I assume that it is more obvious who needs help or support but CRC showed me that sometimes people are hiding in plain sight and that these people may not ask for help but want to be included.”

• “From the orientation about the history of the CRC, to speaking with participants, to learning from staff, this is a huge part of what it means to be a volunteer at the CRC. Especially speaking with participants. Also, looking at the flyers posted around the CRC gives an indication of what's important to participants, what they want to see, and what they think will best serve them.”

Volunteers’ Interest in Community Issues

• Question asked if volunteers had an increased interest in community issues after volunteering at CRC

• 75% said yes

• 25% said no

Volunteers’ Interest in Community Issues

• “I am thinking of going back to college and upgrade to personal support worker.”

• “I do more reading about the issues, attend events about them and support the social justice team at our church.”

• “I have become more invested in the Regent Park community because I have more social ties to the community.”

Volunteers’ View on CRC and Regent Park

“I am much more aware of social and housing issues in Toronto at large and Regent Park in particular. I better understand the new design of Regent Park to have affordable housing with regular housing. I better appreciate the work done by not for profit employees and the pressures they face.”

“Increase my knowledge about healthy meals and before I feel shy to speak with other people now I feel better.”

“It helps me to get involved in the community. To meet new people. It helps my health by volunteering. I live here. I love this building. If it was not for this building I would be back in the homeless shelter.”

“CRC is unlike any volunteer experience I have ever had - in a good way. I believe it has opened my eyes to some of the incredibly difficult issues people face every day. I am trying to be a better listener. I am usually surprised by the exhaustion I feel after just two hours with the knitting group! That's how intense it is sometimes! Yet something draws me back week after week and I love the work I do at CRC.”

“When I first started volunteering, I had recently moved to a new part of the city (not Regent Park), and was very unhappy with my job. I didn't have a sense of community at all. The CRC welcomed me into its community, for which I am incredibly grateful.”

Key Learnings

• CRC as an example of community engagement – Anti-oppressive framework

– Human and social capital

– Continuum of Engagement

• Meeting the needs of GTA volunteers and community volunteers – Decision-making

– Community cohesiveness

– Sense of belonging

Future Considerations for CRC • Confidential suggestion box • Stricter rules on foul/offensive language to make space

more inclusive and safe • Hold general volunteer meetings to discuss issues and

be social with one another • Volunteer awards or recognition of efforts • More evaluations of satisfaction through surveys • Volunteer parking spaces • Central duties and responsibilities binder • Buddy system for new volunteers • Increased volunteer and staff interaction

Q&A and Brainstorm Session

Thank you for attending and listening!