2012 Leadership Conference

Chet Ross, Southwest Regional VP, Greater

Phoenix (AZ)Loren Herbst, District Director, Minneapolis

(MN)

PEOPLE MANAGEMENT

The volunteer is the center point of SCORE’s reputation and branding

People ManagementPWC Volunteer Survey

Herndon hears your voices!

People Management•Roles•Recruitment Strategies• Volunteer Engagement• On-Boarding - new volunteers• Existing Volunteers

• Expectation setting• Recognition

Volunteer Roles•Chapter Roles (fundraising, marketing, recruiting, social media, etc.)• Skill-specific volunteers (e.g. finance or administrative)

• Business Mentor• Workshop Instructor• Roundtable Facilitator• Community Ambassador•Virtual volunteers

Recruitment Strategies• Determine needs• Consider membership requirements• Execute a plan for recruiting new members• Recruit new types of members• Recruit for diversity• Have a plan for training new members

Recruitment Strategies Six deadly sins of Volunteer Recruitment:1. Expect announcements to get volunteers2. Go it alone3. Recruit only those who make L. T.

commitments 4. Assume that “No” means “Never”!5. Recruit any Ol’ B.I.C.6. Ask busy people to do busy work

Recruiting Best PracticesPWC Research –

• Based in Volunteer Survey results– Looking at engagement level of ‘new’

volunteers• Chapter recruiting practices• Chapter onboarding practices• Minimum standards (or absence of them)• Chapter turnover

Recruitment Resources• SCORE Operating Manual (SOM)• Webinars available on SCORE.ORG website a. Recruiting for Leadership b. Recruiting and Retaining Volunteers c. Recruitment Best Practices• Volunteer Recruiting – under Volunteer &

Leadership Development Center on SCORE website.

Volunteer EngagementWhat is Engagement?• Extent to which individuals have a desire to act and apply discretionary effort

• More than satisfaction, denotes added involvement and “buy in”

• Aligns individual goals with organizational goals

Volunteer EngagementWhy is it important?

• High engagement promotes high operational performance

• High engagement drives higher client engagement

• More likely to stay with organization

Volunteer EngagementOn-Boarding New Volunteers:

•Determine interests• Assign a mentor• Volunteer Online Orientation• Volunteer Orientation Handbook• Involve immediately in committee or activity• Mentoring Methodology - Online

Volunteer EngagementExisting Volunteers:

• Maintaining Volunteer Engagement - key to success• Ongoing training – existing & emerging trends• Feedback on individual mentoring performance• Chapter leadership needs to address underperforming volunteer issues• Remind about mission and goals

Improving Volunteer Engagement

National Level Initiatives• Vision• Success Metrics• Addressing Future Needs• Improving Feedback

Chapter Level Initiatives• Select ONE item, at most two• Create plan WITH chapter and ensure

follow through in the next year

People ManagementExpectation Setting :

• Key to involvement & retention• Responsibility of Chapter leadership• Ongoing need-not a one-time activity

Recognition• Recent volunteer survey – this area had one of the lowest scores• Ways to recognize volunteers (see next slide)• Review SCORE SOM for awards available• Monthly meetings a good time to do it• Every volunteer would appreciate being

recognized for their efforts

RecognitionWays to recognize volunteers:• Give regular feedback• Give public affirmations• Give regular awards/recognition• Being available to volunteers• Tap into their passion/what motivates them?• Have fun

Discussion

• Roles• Recruitment Strategies • Volunteer Engagement• Expectation setting• Recognition

2012 Leadership Conference

Chet Ross, Southwest Regional VP, Greater

Phoenix (AZ)Loren Herbst, District Director, Minneapolis

(MN)

PEOPLE MANAGEMENT