1. Member Experience and Retention in Your YouthBuild AmeriCorps Program YouthBuild AmeriCorps Management Conference August 11, 2015 Mallory St. Brice, Associate Director of Programs, YBUSA

2. Agenda: Activity Defining “retention” Sphere of Control and application to member retention strategies Key practices for focusing on member experience for improved retention – Intentional Implementation of Culture of Service – Motivation, Promoting Intensity of Participation, and Incentivizing Participation – Program Valuation Resources

3. Activity Quick round of introductions – Name – Program name Post it Challenge: – Review of Retention Challenges and Concerns

4. Introduction Defining “retention”: – The proportion of students that stay for a sustained period of time; the duration of the required program. – Giving the member what they expect and exceeding their expectations so that they become loyal advocates for your brand/program. The importance of member retention The importance of member experience

5. Member Retention Sphere of Control Concern Influence Control

6. Member Retention Sphere of Control Concern: Outside Factors Influence: Member Motivation Control: Program Design

7. Member Retention Activity Table Chat: When do retention efforts begin to occur during the program cycle? What are common factors that lead to poor retention? Why do you think these issues exist?

8. Key Practices for Promoting a Positive Member Experience for Retention at a YouthBuild AmeriCorps Program Intentional Implementation of a Culture of Service Motivation, Promoting Intensity of Participation, and Incentivizing Participation Inspecting Program’s Valuation Source: YB Academy for Transformation “Strategies for High Retention” Manual

9. Intentional Implementation of a Culture of Service and Retention

10. Intentional Implementation of a Culture of Service and Retention Definition of Culture: o A pattern of beliefs, values, rituals, and practices widely shared by the staff and students. Artifacts are tools used to represent, develop or maintain culture. o A strong culture is the result of a clear and consistent connection between the program’s stated values and beliefs and the program’s practices, rituals, artifacts, etc. Key Practices for Promoting a Positive Member Experience for Retention at a YouthBuild AmeriCorps Program

11. Strong program culture is the most important condition for high attendance and retention Key Values: o High attendance and retention must be an explicitly stated value o Positive relationships with peers and staff, connections in and out of the classroom as appropriate o Meaningful service projects and connection to national community service, “flipping the script” o Leadership opportunities within service projects and overall student engagement in program operations leads to motivation Intentional Implementation of a Culture of Service and Retention

12. Intentional Implementation of a Culture of Service and Retention Reflect Act Investigate Prepare Demonstrate & Celebrate Meaningful service Leadership Connection to service/need Service-learning Culture Connection to the Classroom Impact Measurement & Recognition Service Learning

13. AmeriCorps Identity How integrated is AmeriCorps within the YouthBuild program? Intentional Implementation of a Culture of Service and Retention

14. AmeriCorps Identity Intentional Implementation of a Culture of Service AmeriCorps Identity

15. What makes culture intentional? “Culture is like a hairstyle: Everyone has one, even if they’re bald. You can either pursue a style that accurately reflects your personality, or you can pretend it doesn’t matter and end up looking like Edward Scissorhands.” -Drew McLellan, Entreprenuer Magazine

16. Culture Intentional Culture Loop Making culture intentional Define Align Observe

17. Culture Reflection Intentional Implementation of a Culture of Service and Retention

18. Motivation, Promoting Intensity of Participation and Incentivizing Participation Think: What already motivates members to show up and keep showing up? Key Practices for Promoting a Positive Member Experience for Retention at a YouthBuild AmeriCorps Program

19. Motivation, Promoting Intensity of Participation and Incentivizing Participation: Things that impact member motivation Personal Priorities Staff Support Peers Site Environment Leadership Community Service External Factors Understanding of Program Requirements Concrete Services Long/short -term goals, Ed Award Alumni/ mentors Recognition Incentives beyond paycheck Interaction with Beneficiaries

20. Motivation A few examples: Redmond passport booklet (pass around) YB Newark Ed award “check” Posting member hours “race”, competition Posting images of members with diploma/Ed Award Photos of successful graduates at work or with their families Posting, sharing of college or other PSE materials Career development plans of current participants Peer accountability as being part of a “team” Team effort towards service objectives of program Key Practices for Promoting a Positive Member Experience for Retention at a YouthBuild AmeriCorps Program

21. Intensity Establish a connection between frequent participation and a “brighter future” – Start at recruitment and orientation Key Practices for Promoting a Positive Member Experience for Retention at a YouthBuild AmeriCorps Program Motivation, Promoting Intensity of Participation and Incentivizing Participation

22. Incentivizing Participation A few examples: Facilitating ongoing recognition from peers not just staff Incentives for reaching YB/AMC program milestones like attendance, mid-term or quarterly hours earned, service project completed Leadership opportunities Recognition to stakeholders, community Ed Award Bonuses Key Practices for Promoting a Positive Member Experience for Retention at a YouthBuild AmeriCorps Program

23. Member perception of program Assessing Culture Impactful Community Service Strength of concrete services Real Program Value Inspecting Your Program’s Valuation

24. Inspecting Program’s Valuation Key Practices for Promoting a Positive Member Experience and Retention at a YouthBuild AmeriCorps Program Design your member exit survey

25. Instructional Variety--handout Nontraditional educational practices and environment YB members desire The need skillset needed to prepare for standardized testing may conflict with nontraditional, multi-dimensional learning desired by YB students “Teaching vs. learning” The need for ongoing program instruction evaluation Handout: “Attendance Depends on Instructional Variety”, Mockingbird Education Key Practices for Promoting a Positive Member Experience for Retention at a YouthBuild AmeriCorps Program

26. Key Take-Aways Strong culture with emphasis on service is a key condition leading to positive member experience, and is supported by practices and design elements such as: – connection between attendance and brighter future and goal-setting; – Implementation of service-learning: meaningful service; – promoting leadership; – positive peer and staff relationships that hold them accountable; – concrete services to meet specific needs of trainees Key Practices for Promoting a Positive Member Experience and Retention at a YouthBuild AmeriCorps Program

27. Key Take-Aways cont’d – Culture should be the driver of all activities and decisions – Values emphasizing high attendance and AMC service requirements completion are crucial – Focus on continuous improvement and program valuation of all areas and services; it comes from members Key Practices for Promoting a Positive Member Experience and Retention at a YouthBuild AmeriCorps Program

28. Key Practices for Member Retention at a YouthBuild AmeriCorps Program FINAL QUESTIONS/DISCUSSION

29. Key Practices for Member Retention at a YouthBuild AmeriCorps Program Resources for Member Experience and Retention my.youthbuild.org – YBUSA Knowledge Bank and AffNet – YB Academy for Transformation, Strategies for High Attendance and Retention – Your colleagues in YBAMC!

30. Thank You! Mallory St. Brice Associate Director of Program, YouthBuild USA 617-741-1201, mstbrice@youthbuild.org mstbrice@youthbuild.org