“Never tell people how to do things.
Tell them what you want them to achieve
and they will surprise you with their ingenuity.”
---General George S. Patton
Getting the Most out of
"Unpaid" Staff, Boards and Committees
A workshop presented by Jodi Rudick,
ADvisors Marketing Group
Access this presentation and other workshop extras at
my blog: littleredsbigideas.typepad.com.
Text Jodi at 760-809-3231
Volunteer “Positions”
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How are YOU using volunteers in your
organization?
What types of people are currently
“volunteering” for you?
What types of “positions” could
volunteers fill for you organization?
Why is it so important to recruit great
volunteers and seasonal staff?
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After all, they’re only with you for a
short time in some cases! (Temporary
staff, parent volunteer, instructors, coaches,
board/committee members, concessionaire…)
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But your customers don’t know
that.
Every customer encounter counts!
Why else is it so important to
recruit great volunteers/staff?
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Each time a customer comes in contact
with any staff member – temporary or
seasonal—paid or unpaid – they make
judgments and they make choices
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Do I feel good about having my child take
part in this program?
Is this I place where my child would have
fun? Is this a place where I could have fun.
The staff are rude – will I be treated rude?
The staff are great – I bet I’ll have a great
time!
The Cost to Court a
Volunteer or Customer
Hook ‘em
P.R.
Advertising
Promotion
Customer Service Customer
Product Quality
Sales
Front-line contact
‘em
Keep
coming
back for more
Reel ‘em in
Volunteers and Seasonal Staff Pose
Unique Challenges
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Temporary Mindset
Lack of accountability
Little feeling of ownership
Young
Inexperienced
Training time is super short
Promotion can’t typically be used as motivator
Volunteers and Seasonal Staff Offer
Unique Opportunities, too!
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Today’s seasonal staff may have been last season happy
customers
Can often relate to customer
High energy
Enthusiasm
Can be motivated with non monetary reward
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Letters of referral for college applications
Chance for future work
Chance to take part in fun activities – Trips, outdoor adventure,
summer fun
Chance to work with peers – meet friends, find social outlets
Have fun!
Step One
Think Before You Recruit/Hire
Step One: Think Before You Hire
 Profile Your Perfect Employee
 Determine what you need
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The Minimum
Certification
Experience
Education
Beyond Education, Experience and Certification
Values
Attitude
Capability
Open Your Mind
Step One (continued)
Think Before You Recruit/Hire
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Review/rewrite job
descriptions
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Job Responsibilities
Job Duties
Job Functions
Expected Performance
Standards
Compensation
Growth Opportunities
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Permanent Placement
Eligible for promotion
(upon rehire)
Step Two
Find Winning Applicants
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Create Your Recruiting Plan
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Finding Potential Applicants
Make it easy to apply for THEM
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Email
Online
Mail
Fax
Telephone
On-site
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Your location
Off-site
Hand delivered
“Taking Care of
Business” Day
Step Three
Select Super Staff
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Screening
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Checking references
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Previous employers
Volunteer leadership
School contacts
Background Checks
Hiring the Best Employees
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Applications
Online screening
Interviews
Match the applicant to the job
Notify all applicants – No matter whether
they are selected or not
Sample Interview Questions
Screening & Expectations
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Interview volunteers, choose
those that are the best fit
Explain minimum time
commitments & scheduling
Provide volunteer ‘job’
descriptions to match skills to
positions
Ask volunteers complete Skills
Checklist of knowledge &
physical requirements
Sample checklist chart at
animalsheltering.org/volunteer_skills
Sample “Interview”
Questions
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Remember –you can’t train personality!
Volunteers are diverse in every way
Use on and offline methods
Offer real-world scenarios – What would
you do in this situation?
Find out how they would handle conflict.
Step Four: Train, Reward and
Keep the Best Employees
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Realities of Retention
Losing even one
employee hurts
 Causes for turnover must
be clarified
 Money isn’t everything
 Turnover is avoidable
 Turnover is expensive
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Orientation
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Welcome/Break the Ice
Familiarization
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Review
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The Details
The People
Distribute volunteer handbook
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Mission/Purpose of the Organization
Programs
History
Policies and Procedures
Unwritten rules
Culture
Prepare the Environment
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Staff
Volunteers
Marketing Materials
can be projected
email or posted online to avoid printing
costs
Give a real or virtual tour
Pre-orientation assignments
First Impressions are Critical
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The First Day Orientation
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Welcome
Familiarization
Policies and Procedures
Unwritten rules
Culture
Prepare the Environment
The Details
The People
Orientation
Mission/Purpose of the Organization
History
More Issues to Address on
Orientation Day
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“Org Chart”
Organizational
Relationships
Employee
Philosophy
Customer
Philosophy
Product/Services
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Employee’s
position
Dress Code
Hours and Time
Policies and
Procedures
Finding
Assistance
Questions
Training
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Schedule specific or group
training sessions
Cover the 3 types of learners:
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hear
read
hands-on
Be sensitive to generational
distinctions
AFTER training, volunteers are
given their assignments – not all
volunteers will be matched for
there area of interest
Necessary liability releases
Volunteers under 18?
Communication Basics
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Keep volunteers informed
Volunteer Manager should
have available voicemail and
email
Positive word of mouth will
expand all your programs
Encourage volunteer
feedback for ideas, growth &
change
Ongoing Communication
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Control Rumors and gossip
Informal
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Face-to-face
Electronic
Control cliques
Learn to listen
Formal
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State of the Department Addresses
Newsletters
Surveys
Scout Top Tier Volunteers
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Create a Top Level team of your
experienced, people-oriented
volunteers
How many people can 1 person
manage - 10? 20?
Invite them to
 Participate, lead or organize
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Trainings
Orientations
Events
Attend education events,
workshops, conferences
Join your board/committee
Become a paid staff member
Recognition Basics
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Recognize and reward good
volunteers
Buy your regular volunteers tshirts, buttons, tote bags, aprons,
other branded apparel
Keep it simple – a handwritten
note, a handshake, a personal
thank you email
Contact volunteers that don’t
show up for a shift
Motivation Memory
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Think about a
time when
someone
motivated you…
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To take a job
Go out with you
Clean your room
Take out the
garbage
Give you money
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Who was it?
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Child
Coworker
Boss
Spouse
What did they do
to motivate you?
Volunteer Stickiness Study
to evaluate volunteer retention factors
By Adrian Goh and Steven Rogelberg
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Surveyed 72 Volunteer Managers
Surveyed 4139 volunteers
Motivation Techniques
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Show real
concern
Set specific goals
Reward
performance
Reward
attendance
Boost Self Esteem
Reward Longevity
Give feedback
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Provide career growth
opportunities
Permanent placement
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Within your
organization
With other
organizations
Training and
education
Rotation
Rewards/Incentives
19 Stickiness Practices
(in reverse order)
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#15
#14
#13
#12
#11
#10
#9
#8
Volunteer Retention Factors
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#7
#6
#5
#4
#3
#2
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And the #1 Factor leading to Volunteer Stickiness is…
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Step Five:
Learn from Departures
Ten Reasons Why Employees
Choose to Leave
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5.
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10.
Financial Needs
Lack of Competitive Salaries
Inadequate Benefits
Poor Communication
Negative Workplace Environment
Lack of Recognition
Unfair and Inequitable Treatment
Inadequate job challenge
Lack of job security
Family/Work conflicts
See ya!
Exit Interviews
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Guarantee confidentiality
Determine reason(s) for resignation
Determine employee’s feelings about
the organization
If applicable, inquire whether the
employee is interested in future
employment
Exit Interview Questions
In conclusion…
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As you plan, recruit, interview, train, reward and
say farewell always remember…
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Today’s customers can become tomorrow’s best staff!
Today’s seasonal staff or jr. counselor might someday be
your best permanent employee.
Today’s employee will one day have kids of their own!
As staff go through their lives and careers – you never
know who will be your next big donor, sponsor or board
member.
So what’s the bottom line –
Treat everyone who works for you – no matter how for a
day or a lifetime, paid or volunteer as a price resource!
Thank you for your participation!
RESOURCES and VIRTUAL HELP
Service Leader (Virtual Volunteering Guide Book):
http://www.serviceleader.org/new/documents/vvguide.pdf
Association for Volunteer Administrators: www.avaintl.org
CompuMentor: www.compumentor.org (nonprofit technology portal)
Cyber Speaker: www.cyberspeaker.com/sevensteps.html
Energize Inc.: www.energizeinc.com (general VPM resource)
Net Aid: www.1-800-Volunteer.org.org/ov/index_html
TechSoup: www.techsoup.org (nonprofit technology portal)
Volunteer Today: www.volunteertoday.com (VPM monthly e-gazette)
Netiquette: www.dtcc.edu/cs/rfc1855.html
www.volunteermatch.org/nonprofits/learningcenter/