1. Building an Exceptional Volunteer Program © Copyright 2011, NorthSky Nonprofit Network. All rights reserved. Presented by:

2. Your Trainers Amanda Hilt, Volunteer Coordinator United Way of Northwest Michigan Amanda@unitedwaynwmi.org (231) 947-3200 x 206 Pam Evans, Professional Development Consultant NorthSky Nonprofit Network pevans@northskynonprofitnetwork.org (231) 929-3934 x 208

3. The Exceptional Volunteer Program What comprises an exceptional volunteer program? Let’s review and discuss best practice list

4. Exercise 1: Think about the last time you volunteered (or didn’t volunteer!) What did you like, what didn’t you like? Were they organized? Did you feel appreciated? Discuss pros and cons Creating a Volunteer-Centered Culture

5. Let’s review & discuss the volunteer infrastructure checklist Becoming a Highly Organized Volunteer Program

6. Focus on the new volunteer demographic Project based volunteerism versus consistent volunteerism Identifying a Diverse Range of Volunteer Opportunities

7. Exercise 2: Identify a range of roles for your organization Begin developing one role description Creating the Volunteer Role Description

8. Press releases, email, online volunteer systems Volunteer recognition Volunteer retention Aggressive Volunteer Recruitment

9. Providing the Personal Touch Be deliberate about creating a culture Everyone needs to be on board: leadership, staff & volunteers Consistency with organizational values Communicate, communicate, communicate Listen Involve

10. Building a Successful Relationship Requires Identifying the candidates motives for volunteering & their strengths Describing the position accurately Determining: will the match meet both the volunteer’s & organizational needs Serving as an ambassador: share the client need Identifying how the volunteer can help meet this need Outlining the benefits of the position to the volunteer Providing the Personal Touch

11. What are some impacts of the following: Scenario 1: The volunteer's needs are being met but the agency's needs are not. Scenario 2: The agency's needs are being met but the volunteer's needs are not. Providing the Personal Touch

12. Excellent supervisory skills are not measured by your personal accomplishments, but by the success of those who report to you. Supervisory tasks fall into four categories: Preparation/orientation Ongoing support Reporting Evaluation Providing the Personal Touch: Managing Volunteers

13. Communication Confrontation Problem solving Evaluation/review Climate setting Sharing knowledge Setting standards Trainer/educator Team builder Delegation Planning Coaching Listening Conflict resolution Providing the Personal Touch: What May Impact Volunteer Performance

14. Performance problems are gaps between what is expected from volunteers and what is actually happening First question: have I done everything I need to do to make expectations clear? Providing the Personal Touch: Performance Problems

15. Why is it critical to deal on a timely and effective basis with volunteer performance issues? Providing the Personal Touch: Performance Problems

16. Other staff/volunteers are effected. No accountability otherwise. Holds volunteer work in high regard. Poor behavior is reinforced when not noted. Volunteers won’t be able to be successful. Staff will resist utilizing volunteers. Volunteer may be in wrong position. Volunteer’s position may need to be changed. Volunteer may need to be dismissed. Providing the Personal Touch: Performance Issues

17. Clear position descriptions Tailored and honest recruitment Placement of the right volunteer into the right position Clear, written, shared volunteer policies and procedures Excellence in delegation Organization held accountable for supporting volunteers & volunteers held accountable for what they agreed to perform Mutual performance reviews Honest, timely feedback system Volunteers given opportunity for input into work assignment Effective, supportive supervision Ongoing appreciation Providing the Personal Touch: Preventing Performance Problems

18. Providing the Personal Touch: Constructive Confrontation Re-assign to new position in your organization. Train/coach or re-train. Provide a more motivating climate if volunteer has lost interest in the work/mission. Give information on where and how to find a better-suited volunteer position in another organization. If age or disability prohibits carrying out the position, retire the volunteer with style.

19. Don’t attack personality; focus on performance Be specific. Do your homework & have specific examples of the behavior to share. Keep conversations private. Make intervention timely but do not approach until you are calm & rational. Reiterate expected behavior using “I” not “you” language. Providing the Personal Touch: Constructive Confrontation

20. Official warning given to volunteer including specific information of what behavior needs to change and by when. Provide assistance to help volunteer change the behavior – and document changes. Give probation with special goals. Dismissal if goals are not achieved. Providing the Personal Touch: Procedure for Releasing a Volunteer

21. Community benefit documentation Volunteer motivation, retention and attraction Performance evaluation/ continuously improving programs Financial assessment/ capturing return-on-investment Client satisfaction monitoring Helps to tell the story Why is Data Collection Important

22. Volunteer Data what should be collected Quantitative data # of volunteers by program/ project Growth in # of volunteers Volunteer demographics/ profile Volunteer contact information Volunteer satisfaction Staff satisfaction with volunteers (Example) Client satisfaction with volunteers

23. Volunteer Data : what should be collected Quantitative data Financial value of volunteers Impact of volunteer programs (on community, client, etc.)-particularly important to funders Unfilled needs Anything else?

24. Volunteer Data : what should be collected Qualitative Success stories / testimonials (from volunteers, staff, and clients)

25. Volunteer Data: How should it be collected? Volunteer log Volunteer satisfaction survey Volunteer interviews, focus groups, and meetings Success stories/ testimonials Staff satisfaction survey Volunteer database

26. Volunteer Databases Wild Apricot Volunteer Matters Volunteer 2 E Tapestry Giftworks Exceed Premier Donor Perfect

27. Grants Annual reports Newsletters Electronic media http://www.nwm.org/prisuccess.asp http://www.fatherfredfoundation.com Volunteer Data How to report & tell the story

28. Overview of organizational history, services & programs Tour Overview of department, introduction to staff & volunteers Review written position description Job instructions Risk management issues Relevant policies & procedures shared Time log & absences Equipment (as pertinent) –phones, copy machine, etc. Policies Dress code Volunteer Orientation

29. Motivates and excites the volunteer Prepares the individual for success Builds team relationships Educates to be an ambassador

30. Be ready- name tag, handbook, equipment, etc. Be warm & welcoming; enthusiastic Spend sufficient time Reinforce the importance of their role Enthusiastic introductions to others Involve other volunteers in welcome Successful orientation motivates & excites

31. Provide thorough instructions on organization, volunteer role, and equipment Provide written resource & contact information Encourage & respond to questions Identify a volunteer “buddy” Schedule a follow-up date Successful orientation prepares for success

32. Involve other team members in orientation Notify and prepare team of volunteer role & start date Introduce to other team members Provide contact names & phone numbers Successful orientation builds team relationships

33. Provide verbal & written information: mission, values, systems and structure, history, future plans Discuss volunteer’s role as an ambassador - give examples Discuss volunteer’s role in customer service - give examples Review the 200-word water cooler message Successful orientation educates to be an ambassador

34. __Overview of organizational mission, values, history, services & programs, structure, future plans __Tour __Overview of department, introduction to executive team, staff & volunteers __Review written position description __Job instructions __Risk management issues __Relevant policies & procedures __Time log & absences __Equipment (as pertinent) –phones, copy machine, etc. __Policies __Dress code Successful orientation checklist

35. Concentrate all Volunteer reference materials into an easy handbook Influence Volunteer behavior and practice Educate Volunteer as to roles and responsibilities Improve Volunteer productivity and efficiency Ensure all Volunteers are “on the same page”- consistency Jump-start new Volunteers’ participation & contributions Insure legal compliance Provides a tool for managing challenging volunteers The Volunteer Manual purpose

36. 1. Welcome 2. Table of Contents 3. Overview of organizational mission, values, history, services & programs, structure, future plans 4. Contact names and numbers 5. Telephone use and instructions 6. Volunteer role descriptions 7. Code of Conduct 8. Time log/ reporting 9. Policies Reporting hours Safety Dress code Absenteeism Smoking Confidentiality Internet use __ The Volunteer Manual components

37. Recognition should be meaningful to the person being thanked and should be given in a timely manner. “Different strokes for different folks.” Newsletters, website, events, phone call, notes Not everyone likes what we like. When recognizing many volunteers at once, you can still plan different activities for different tastes. Give recognition as soon as possible after the task is accomplished. Volunteer Recognition

38. What Questions Do You Have?

39. Volunteer Center of the United Way of Northwest Michigan www.unitedwaynwmi.org/volunteer.htm

40. NorthSky Resource Center www.northskynonprofitnetwork.org

41. Thank You Contact NorthSky at: 231.929.3934 Contact United Way Volunteer Center at: 231.947.3200 Presented by: