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Volunteer Program Management
April 12, 2013
Kris Sulpizio, CVA
Director Volunteer Services
Your Volunteers Are In It To Win It!
The 3 R’s Volunteer Program Management
•Recruit
•Retain
•Recognize
Putting the pieces together
Recruitment
CONNECTING A
COMMUNITY FOR GOOD
• Assessment Identify missing pieces or
disconnected & collaborate with staff
Define how volunteers would helpIdentify any budget implications
• Create a work plan Strategy Steps Timeline Owners
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
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
• Law of attraction Make volunteering appealing – put some “sizzle” into recruitmentTarget identified groupsHold recruitment meetingsPrepare 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
Creating a Work Plan
Selection Process
• Creating a good fit Know when to interviewManage upfront (Volunteer Agreement)
Requirements, Code of Conduct Always remember your Mission It’s okay to say “no thank you” Have a back-up plan
All Aboard the Retention Train
• Communicate Review JD
• Clarify Roles &
Responsibilities
• Connect Volunteer with staff
The Journey Begins
Continuous Process Improvement
• Internal Program Evaluation
Staffing Course Correction
Internal• External
Survey Says
1. Define
2. Map
3. Define Measures
4. Set Targets5. Analyze
6. Improve
7. Manage
Retention Cycle
• Ready Be Prepared
• Recognize Personalize & Thanks
• Respond Timely &
Knowledgeable• Repeat Consistency
Volunteers Feel
Thanked, Valued
& Appreciated
Cycle, Rinse & Repeat
• What happens if there is overload?
Unforeseen circumstances Life happens• How do you balance the
load?• How do you hit “reset”?
Retention
The Little Engine That Could
•Handling difficult situationsRemember the Little Engine that
could•Practice empathySelf-AwarenessSelf-RegulationsSelf Motivation
• Call on the highest good in you & your volunteer
BUT IF…
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 conversationSolo or witness? Location?Determine how long the meeting will last
Conflict ResolutionBe Preparedvisualize a successful, peaceful conversation.
Don't WaitThe sooner you resolve conflict, the easier it is to resolve.
Find a Private, Neutral PlaceTalking about conflict has almost no chance of succeeding if it’s carried out in public.
Be Aware of Body Language
Share Your FeelingsNine times out of 10, the real conflict is about feelings, not facts.
Identify the ProblemGive specific details, including your own observations, valid documentation.
Listen Actively and with CompassionListen actively and remember that things are not always what they seem.
Find a Solution TogetherAsk the other party for his or her ideas for solving the problem.
Agree on a Plan of ActionSay what will be done differently.
Express ConfidenceThank the other party for being open with you and express confidence that your work relationship will be better for having talked the problem out.
Saying Goodbye
•Begin with a thank youStay the course – be objective
use “I” or “it”Stick to the factsIf the outcome is set – state itIf the end is not clear – seek
collaboration•End with empathy
Recognition
How many ways do I love thee,
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
Let Me Count The Ways
Walk of fame
Radio/Newspaper
Namesakes
Small Token Gifts
CD, Candles
Themed events
Valentine, Spring
Engage others to help
Let Me Count The Ways
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
This One’s For You – Thank You
Feeling Good
• 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
•National & Global Youth Service Dayhttp://www.ysa.org/nysd/resource/planning.cfm• National Service Resource Centerwww.nationalserviceresources.org• Network for Goodwww.networkforgood.org• Service Leaderwww.serviceleader.org• ServeNetwww.servenet.org• Students in Service to America Guidebookhttp://www.studentsinservicetoamerica.org/guidebook/index.html
Volunteer Resource Guide
It’s Your Turn
1. 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?
2. 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?