How to retain Volunteers Keep the “hugs” coming How to retain Volunteers

So, how do we keep the hugs coming? The world is hugged by the faithful arms of volunteers. ~Terri Guillemets So, how do we keep the hugs coming? This workshop will explore ways to encourage volunteers to return each year to give quality service to those patients, families and visitors to your facility.

Goals for this session: Top strategies for retaining volunteers Keep Your Volunteers from Quitting 5 ways to make volunteering more fun Ways to appreciate your volunteers Volunteer recognition best practices

Ten Strategies for Retaining Volunteers Provide a Great Experience Get out of the mindset that there is no way to make it FUN or GREAT A great volunteer experience has less to do with the actual tasks at hand, and a whole lot more to do with factors that you can control.

Make a Good First Impression A warm welcome Some background information about your hospital and it’s volunteer program A task description and explanation of how their time makes an impact on the program A tour of your facility where volunteers can be of assistance An introduction to a staff member that they can go to for help, ie: assistant director, experienced volunteer A handout that sums it all up in case they forget!

2. Always Be a Positive Representative When a volunteer arrives, go into “Customer Service” mode Ask yourself: Does your demeanor exude positivity, excitement or passion? Are you patient and respectful when there are concerns/complaints? Are you “in the moment”? Do you genuinely care about your volunteers as individuals? If not, your volunteers can tell and they’ll think twice about coming back!

Make Their Effort Worth Their Time There are few things a person can give that are more valuable then their time! Have all the tools they need BEFORE they arrive Always have a Plan B Match volunteers with their skills Be Flexible Respect that volunteers have busy lives outside of your hospital Go Above and Beyond Try to accommodate each volunteer on an individual basis ie: Transportation, spouses/significant others, physical limitations

Fuel Their Passion Get Personal Consider the time spent trying to fill volunteer positions vs. the time spent inspiring those around you about the mission of the hospital. Help volunteers to connect by keeping them informed of stories, details and successes in an engaging way. Always remind them that their contributions are making a difference. Get Personal Start a conversation with them Listen to them Get to know them

Give Volunteers a Boost 7. Get Advice from Others Attend SHVL, and local meetings. Observe other programs in or outside of the hospital or healthcare setting. Give Volunteers a Boost Hours Recognition Letters of Recommendation Specialized “training” like CPR or Customer Service workshop 9. Volunteer More Allows you to empathize Make it a habit to reflect on your own experience Golden Rule

Show Appreciation!! HUGE Simple as heartfelt “Thank you” Show appreciation all the time!

Keep your vOLUNTEERS from quitting Work their Strengths - Place them where they are gifted instead of where you “need” them. Volunteers should fill out a quick questionnaire about their strengths, experiences and where they feel most led to work. Keep your Word - Don’t ask them to stay late or work a different position once they are there. It is a sign of poor planning Puts them in a bad position Shines a dimmer light on your program Remember why they Volunteer - Don’t make them choose between the hospital and Mahjong, be accommodating to their schedule.

4. Respect Family Time - one of the top reasons that volunteers quit is because it begins to cut into family/personal time. 5. Remember their Sacrifice - Don’t work them like they HAVE to be here. Kryptonite for volunteers is feeling unappreciated/undervalued Consistently recognize them 6. Connect - What have you done to connect with them lately Volunteers want to be part of a collective, make sure they get good emotional responses! The more connected they are to you and the other volunteers, the more dynamic and productive the team. Reward Regularly Document it Put it on the wall Create a history of success-Everyone wants to be part of a winning and appreciated team.

Empower your volunteers Express your passion Demonstrate Competency Be accessible and approachable Reflect a caring attitude Aim for consistency Provide a role description Offer top-notch training Provide feedback Share information Express your appreciation

5 Ways to make volunteering more fun People don’t just volunteer at your hospital because it’s fun. No matter how fun it is, most people start volunteering because they feel a strong desire to be helpful/give back. The internal value must be emphasized first and foremost, but then a fun experience offers staying power! So, let me ask you: How much fun do your volunteers have? Or maybe I should ask your volunteers…

Food (The Good Kind) Invest your best into your people. It’ll show that you value them, and feeling valued is fun. Check-in Before Going to Volunteer Position Make sure people who are working together actually know each other Special Things National Ice Cream Day? Taco Day? Look for opportunities to make special things happen Shared Values, Communicated Often Make short statements that cast vision for your team and repeat them often. “Each one, reach one!” Connection Time Apart from Serving Meet together away from the hospital or facility, don’t just meet once a week.

7 Ways to appreciate your volunteers Give Them the Bigger Picture Provide Food for your Volunteers When they Work Check In With Your Volunteers Feature Stories on Your Blog/Website Give Your Volunteers Awards Give Small Tokens of Gratitude Send Your Volunteers a Simple, Handwritten Thank You Card

Volunteer Recognition best practices Make it a priority Do it often Do it in different ways Be sincere Recognize the person, not the work Make it appropriate to the achievement Be consistent Be timely Customize it

What are your best practices? Take some time to share with your neighbor ONE best practice. Would anyone like to share with all of us?

Keeps the “HUGS” coming! Fulfillment Food Feedback FUN Keeps the “HUGS” coming!