CALIFORNIA STATE UNIVERSITY, NORTHRIDGE
VOLUNTEER MANAGEMENT
IN
LEISURE SERVICES
A graduate project submitted in partlal satisfaction of
the requirements for the degree of Master of Science in
Recreation and Leisure Studies
by
Nina Elizabeth Seldner
�
June, 1979
The project of Nina Elizabeth Seidner is approved:
�sula Deane Hedges
-,.------... -�­
Talmag-.;;A;J
Morash
l/
Isabelle Walker, Chairman
California State University, Northridge
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ACKNOWLEDGEMENTS
The fruition of this project could not have been possib ie
without the generous contributions made by a myriad of individuals
and organizations concerned with volunteer program management.
wish to express my thanks and gratitude to those whose competence,
credibility and long years of expe1·ience in volunteerism helped to
provide completeness to this endeavor.
Special acknowledgement is extended to:
American National Red
Cross, Youth Services Division, Los Angeles Chapter;
of Commerce and Arleta Lit�le League;
City of Pasadena, Department
of Human Services, Recreation Division;
Hydralic Research "Help Reach Many Club11;
Action Center;
Pelegrino;
Menorah Village;
Daniel Freeman Hospital;
Los Angeles Voluntary
Dr. Donald Pelagrino and Mrs. Linda
San Fernando Valley Girl Scout Council;
Valley Boys and Girls Club;
Arleta Chamber
Santa Clarita
and United Cerebral Palsy/Spastic
Childrens1 Society.
My personal appreciation to Mr. and Mrs. Dick Hedges for their
technical guidance, assistance and cooperation in this project.
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TABLE OF CONTENTS
ACKNOWL EDGEMENTS
ABSTRACT
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INSTRUCTOR1S GUIDE
NARRATION
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BIBLIOGRAPHY
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ABSTRACT
VO LUNTEER MANAGEMENT
IN
LEISURE SERVICES
by
Nina Elizabeth Seidner
Master of Science in
Recreation and Leisure Studies
The purpose of this project is to provide an audio-visual
instructional aid for use in undergraduate level courses in the
Department of Recreation and Leisure Studies.
The 35MH slide-tape
presentation is intended as a curriculum tool that explores the
concepts of volunteerism and voluntary agency management as related
to the field of recreation and leisure studies.
The objectives of this presentation include:
--To illustrate the application of personnel management prin­
ciples to volunteer labor forces in the leisure-service setting.
--To facilitate understanding of the basic elements involved in
a successful volunteer program.
--To he1p the viewer gain a stronger appreciation of
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volunteerism and its relationship to recreation and leisure pro­
gramming.
--To supplement discussion of the importance of volunteer
�rograms in leisure-service delivery agencies.
--To promote volunteer involvement as a viable program within
the leisure-service delivery agency.
The contents of this instructional aid includes discussion of:
planning and preparation for a volunteer program;
cruitment and recruitment methods;
interviewing and placement of
volunteers within the agency program;
the volunteer;
gram;
orientation and training of
supervision of the volunteer and the volunteer pro­
recognition of volunteers;
program;
volunteer re­
evaluation of the volunteer
and illustration of the positive outcomes of sound
volunteer program management.
This curriculum tool is not only designed for use in those
courses that are concerned with volunteerism and volunteer agency
management, but also for those courses dealing with the general
·
principles of planning, organizing and maintaining recreation and
leisure services.
Students, as future staff members in human
services, can anticipate opportunities to supervise and work with
volunteers.
The importance of planning and sound administration of
volunteer activities is an important concept, as this supportive
learning tool illustrates.
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INSTRUCTOR'S GUIDE
This audio-visual presentation is designed for use in the
classroom setting by coordinating the prepared slides (visual) with
the casette tape (audio) .
In order to facilitate the correct timing
of the tape with the slides, it is suggested that the user run
through the entire presentation prior to showing it to the audience.
This will familiarize the user with the contents of the presentation,
as well as assure correct timing to the slides and tapes.
When showing the slides with the tape, each slide should be
changed when the audib I e 11cl i ck11 is heard.
A suggested way to begin
the presentation is to turn on the slide projector and focus to the
first slide (11Volunteers11) prior to beginning the casette tape.
There
is a brief blank lead-in, followed by a brief musical introduction
(about 30 seconds) .
By following �he narration (script) that is
included, the instructor can easily and skillfully coordinate the
appropriate slide with the audio portion of the presentation.
Once the presentation is complete, the instructor may return to
particular sections in order to review or discuss the subject area.
For easy reference, the instructor may refer to the following:
Slides #I to #II - Examples of volunteers in leisure-service
delivery programs.
Slides #13 to #27 - Aspects of planning and preparation for a
2
volunteer program.
Slides#28 to#40 - Volunteer recruitment.
54 - Recruitment methods.
S 1ides#4 1 to#
Slides#55 to#58 - Interviewing and placement of the volunteer.
Slides#59 to#65 - Orientation and training for the voI unteer.
Slides#66 to#76 - Supervisi on of the volunteer and the
volunteer program in the agency.
Slides#77, to#87 - Recognition for volunteers.
Slides#88 to#94 - Evaluation of the volunteer program.
S 1 ides#95 to#1 12 - Benefits of volunteer programs to the
agency, to the volunteer and to the
consumer.
In addition, there are five slides that list key areas for
discussion.
Again, once the presentation is seen in its entirety, the
instructor may wish to return to discuss some of the following
areas:
Slide#21 - Criteria to consider prior to initiating a
volunteer program in qn agency setting.
Slide #22 - Important points related to staff acceptance when
integrating volunteers into an existing program.
Slide#26 - Basic steps to be included when planning for a
volunteer program.
Slide#27 (and#94) - Operational components of a volunteer
program.
Slide#62 - Important points to include in orienting volunteers.
3
For discussion purposes, the slides may be shown while the
instructor refers to the appropriate supportive narration in the
script.
The bibliography that is included should serve as a valuable
reference for further reading on the many facets of volunteer
management in leisure services.
(TOTAL TIME O F PRESENTATION:
25 Minutes)
NARRATION
AUDIO
VISUAL
Slide# I
(11Volunteers11)
Vo 1 unteers
Slide# 2
(Special Olympics
Parade)
The array of volunteers who make possible
S 1 ide# 3
(Han and boy fishing)
The volunteer who shares his Saturdays to
•
serve as a Big Brother to a fatherless
•
The volunteer that joins in on a
friendly card game at the Senior Citizen
Center
S 1 ide# 5
(Women on nature
hike)
•
a very Special Olympics
boy
S 1 ide# 4
(Seniors playing
cards)
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The volunteer that leads nature study and
ecology workshops for school district
outreach programs
Slide# 6
(Male committee)
The local businessmen who lead the
fund-raising efforts for a local youth
organization
4
5
VISUAL
Slide# 7
(Hospital volunteer)
AUDIO
The hospital volunteer who brings a little
happiness to a convalescing patient
S 1ide# 8
(Wrestling group)
The volunteer that helps to teach the fine
art of wrestling to a group of boys
Slide# 9
(Camping group)
The volunteer who is willing to spend an
entire weekend with a group of Scouts on a
long-awaited camping trip
S 1ide# 10
(Hands)
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These volunteers reflect a microcosm of
people who lend a hand through volunteer programs in leisure-service delivery agencies.
Slide# 1 1
(Little boy)
Each one of these volunteers works on behalf
of an organization or a cause that knows the
rewards of developing and maintaining a
volunteer program that ultimately benefits
the community, the volunteer, the agency
itself and most importantly, the client.
S 1ide# 12
(11Volunteer Management
in Leisure Services1 1)
In the next few minutes we will explore the
many facets of establishing, directing and
maintaining a volunteer program in the
leisure-serving agency.
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VISUAL
S 1 ide# 13
(11Planning and
Preparat ion••)
AUDIO
As in any other endeavor, first and foremost
is the importance of sound pl anning and
preparation for the volunteer program.
S 1ide# 14
(Girl and kids)
Most agencies find the reason for a volunteer program by recognizing a particular
unmet need within their agency:
the need
for additional staff aids for a community
day camp;
S 1 ide# 15
(Group canoeing)
The need to expand the park aquatics program
to reach youngsters who want to learn how to
canoe;
S1ide# 16
(Coastline)
The need to increase public awareness by
groups seeking to protect our natural
resources;
S 1ide# 17
(Citizen meeting)
The need for citizens to control their own
destiny thr�ugh community participation on
boards or commissions.
Slide# 18
(Agency staff person)
Specific needs of the agency may be identified by a variety of individuals:
by the
agency administrator or a member of the
staff;
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VISUAL
AUDIO
S 1 ide# 19
(Young boy and staff)
By a client or consumer of the service;
Slide# 20
(Two men talking)
Or any citizen who is interested in the
S 1 ide# 21
(List of key points/critcria for volunteer
service)
Once the reasons for a particular service
goals of the agency and the community.
has been identified, certain criteria
should be app1ied to determine whether the
suggested service j s an appropriate one for
volunteer involvement.
Does the service
have genuine significance?
better service?
load?
Will it promote
Will it relieve staff over-
Will it supplement staff, but not
replace it?
Will it be satisfying to the
volunteer? · (2:2)
Slide# 22
(List of key points
related to staff
acceptance)
Critical to the integration of a volunteer
program is acceptance by the agency staff.
Does the program have the complete. support
and approval of the administration?
Do all
staff understand why volunteers are being
used in the agency?
Are staff members
familiar with the ways in which volunteers
are to be involved?
Are the staff responsi-
bilities in regard to the program clearly
defined?
Do staff and volunteers know what
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VISUAL
AUDIO
to expect from each other?
Is the staff
time necessary for maintenance of the
volunteer program taken into consideration?
(23:1)
Slide# 23
(Office picture)
Administrative support is also indicated by
the provision of:
office space and appro-
priate materials,
Slide# 24
(Secretary)
clerical assistance, and
Slide# 25
(Money)
adequate funding for the program.
Slide# 26
(List of planning
elements)
Planning and preparation for the volunteer
program involves a carefully thought out
project design.
The basic steps toward
implementing the volunteer program include:
defining the goals of the project; interpreting the agency priorities as related to
the project; developing appropriate job
descriptions and volunteer qualifications;
organizing and preparing work areas; planning, with appropriate involvement of staff
and volunteers, for on-the-job training
programs; and, establishing a plan for
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VISUAL
AUDIO
maintenance of a uniform record-keeping
system.
S 1ide # 2 7
(List of volunteer
program operational
components)
(2: 4)
All of these planning elements provide the
critical foundation for a successful volunteer program.
The planning stage is not
complete, however, until the following
operational components are planned for:
recruitment of the volunteer; interviewing
and placement of the volunteer into the
agency; orientation and training for the
volunteer; supervision of the volunteer
program; recognition for volunteers; and
evaluation of the volunteer program, as a
whole.
We will now take a closer look at
each of these operational aspects of
volunteer management.
S 1 ide# 28
("Volunteer
Recruitment")
The leisure-service delivery agency is, by
virtue of its existence, a people-serving
business.
S 1ide# 29
(Group on lawn)
The goals of the agency and the program that
Slide# 30
(Seniors)
People are its consumers, and,
it offers depends on people.
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VISUAL
AUDIO
S I ide# 31
(Swinrning pool)
People are what it takes to provide the
SIide# 32
(Young girl and
woman talking)
Recruiting volunteers to support the agency
service of the agency.
program, or some particular cause, requires
an understanding of the motivations of the
individual volunteer.
The forces that
influence as well as determine the decision
to volunteer one's time and energy might
include the feelings of:
111 want to because it sounds fun and
interesting."
SI ide# 33
(Woman and child)
"My family has been helped, now it's my
S I ide# 34
"Something needs to be done. "
Slide# 35
(Young boy alone)
"He wants and needs me. "
Slide# 36
(Adult "coach")
"I can spare some of my free time. 11
Slide# 37
(Two adults)
Each of these feelings are quite separate
(Recycling center)
turn. "
and distinct forces.
The key to recruit-
ment is to identify how and where the
agency is going to use volunteers before the
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AUDIO
VISUAL
recruitment process takes place.
Slide# 38
(Special Olympics
kids)
The recruitment process is simply a linkage
process:
linking a person who wants to
give of him5elf with an organization that
needs volunteers in order to operate;
S 1 ide # 39
(First-aiders)
linking a need for self-actualization with
Slide# 40
(Indian Lore
vo 1 unteer)
linking an opportunity to be creative with
an opportunity for learning;
an opportunity to give the most creative
service possible.
S1ide# 41
(11Recruitment
Methods11)
(17:65)
Recruitment of volunteers will naturally
depend on the nature of the project and the
agency.
The method used to recruit volun-
teers should be chosen carefully with a very
clear definition of the kinds of jobs and
tasks that need doing and about the kinds of
volunteers who can do them best.
Finding
the potential volunteer can be accomplished
through a variety of methods.
The following
may be considered:
Slide# 42
(T.V., radio,
papers)
Use of the news media:
vision and radio;
newspapers, tele-
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AUDIO
VISUAL
Slide# 43
(Speaker )
a speaker's bureau program that serves to
promote the work of the agency;
S1ide# 44
(Poster )
flyers, posters or brochures about the
agency;
Slide# 45
(Two volunteers)
word of mouth, especially from those
satisfied vol unteers who are already
serving within the agency;
Slide# 46
(Va 11 ey Co11ege)
schools and colleges, especial ly those
sponsoring student work-experience programs;
Slide# 47
(�Put Your Faith
to Work11)
churches or other religious organizations;
Slide# 48
(Team Mother)
friends, . relatives or parents of parti-
Slide# 49
(V.A. C. poster )
volunteer bureaus or local volunteer
cipants;
referral agencies;
Slide# 50
(County building)
court referral programs;
Slide# 51
(Safeco)
corporate volunteer programs;
employee club- sponsored efforts;
Slide# 52
(American Savings courts )
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AUDIO
VISUAL
Slide# 53
(Senior volunteer)
senior volunteers or retiree groups; or
Slide# 54
(Community sign)
special interest clubs or organizations
Because different
within the community.
people can be reached by different methods,
those seeking volunteers should employ the
widest possible range of techniques.
Slide# 55
(111nterviewing and
P 1 acement'')
Once the volunteer has been recruited, the
next important phase of the volunteer
program involves interviewing, selection and
placement of the prospective volunteer.
Slide# 56
(Two people
interviewing )
The interviewing process provides the
opportunity for getting and giving information.
Interviewing allows the coordinator,
. or recruiter, the opportunity to discover the
volunteer's particular capabilities, interests and experience
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and offer jobs
that are commensurate with these.
Slide# 57
(Coordinator and
vo 1 unteer )
The volunteer should be given assistance in
choosing an activity suitable to his or her
goals, needs and expectations.
Slide# 58
(Volunteer completing
application)
As with paid personnel, the volunteer should
complete an application form and submit
14
VISUAL
AUDIO
reference information.
In many agencies, an
agreement is signed by both the agency
representative and the vol unteer.
The
agreement can include the job titl e, type of
service to be performed, period of service
and any training requirements.
Slide# 59
(110rientation
and Training11)
Once the interviewing process and placement
of the volunteer within the agency 1s
program is complete, the orientation and
training of the volunteer can begin.
Slide# 60
(Worker at desk)
Orientation real ly begins with the very
first contact between the prospective
volunteer and the agency1s representative.
S 1ide# 61
(Group of
vo 1unteers)
Further orientation for the volunteer
involves making sure that they become
acquainted with their new setting and with
the possibilities of their services making
a difference to the total iife of the
agency as well as to themsel f.
Slide# 62
(List of key points
in volunteer
orientation)
Because the volunteer is a representative
of the �gency, it is important that the
volunteer represent it properly.
This can
15
AUDIO
VISUAL
be accomplished by assuring thorough orientat ion that would include:
a general
review of the agency, its structure and its
relationship to the total community; information on the general purpose, objectives
and philosophy of the agency; an interpretation of the jobs and roles of volunteers
and staff; and the use and purposes of the
required forms and procedures.
S 1ide# 63
(Women and kids)
(2:7)
Specific job training for the volunteer �ill
depend upon the skill required to perform
the specific assignment and the skill and
expertise the volunteer brings to the
program.
Slide# 64
(Tra.ining materials)
Slide# 65
(Training class)
Appropriate training materials should be
prepared and made available to volunteers.
On-going training and the opportunity for
growth must be provided for the volunteer
as part of the training process.
S 1ide # 66
(1 1Supervision11)
Supervision of the volunteer program within
the leisure-service delivery agency,
coupled with continual training
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AUDIO
VISUAL
opportunities, are important to:
Slide# 67
(Bingo volunteer)
assure the full utiiization of the vo1 unteer1s skills and energy to the advantage
of the agency;
S 1 ide# 68
(Group of volunteers)
allow the volunteer to grow and develop
Slide# 69
(11Manager11 and boy)
maximize the benefit and satisfaction to the
S 1ide# 70
(Group discussion)
provide a forum for discussing problems and
through their activities;
volunteer from their experience, and,
giving appraisal, evaluation, and appreciation.
Slide#7 1
(Two vo 1unteers)
Supervision generally falls into two types:
the technical and functional supervision
provided by the staff worker to whom the
volunteer is assigned, and,
Slide# 72
(Administrators )
the administrative supervision which will be
provided by the volunteer program coordinator.
S 1ide# 73
( Three volunteers)
Supervising the volunteer, as in the
training process, should be appropriate to
the nature of the work.
Adequate
17
VISUAL
AUDIO
supervision should be provided, both to
insure high standards of performance for
the agency, as well as to provide the
volunteer with guidance and stimulation to
which they are entitled.
S 1ide# 74
(Organizat iona1
chart)
Supervision includes having a volunteer
lattice, just as it must have for salaried
staff.
The lines of authority between the
volunteer and supervisor should be clearly
stated.
Slide# 75
(Women in office)
Supervision also includes some system of
organized feedback for volunteers.
The
progress of each volunteer should be
reviewed on a periodic and regular basis.
Slide # 76
(Two women)
Individual growth should be encouraged by
providing increasingly responsible and
challenging assignments as appropriate.
S 1 ide# 77
("Recognit i on1 1)
Managing the volunteer program also ineludes assuring that the volunteer is
accepted as part of the agency, is acknowledged for their contributions, and
receives special notice for their individual
efforts.
18
VISUAL
Slide# 78
(Group by Xmas tree)
AUDIO
Volunteers work without monetary compensation-- their motivation depends on a
feeling of personal accomplishment.
Slide# 79
(Two adults, 1 1Manager11
and 11Coach11)
There are two kinds of recognition that
can be afforded volunteers--informal and
formal- - both of them very important in
communicating to the volunteer that their
services are not being taken for granted.
(2:9)
Informal recognition includes the
on-going, daily acceptance of the volunteer
as a member of the team.
S 1ide# 80
(Group at tables)
On-the-job ways of recognizing the volunteer
include involvement of the volunteer in
planning-- offering them a chance for input
or finding out their opinion;
S 1ide# 8 1
(Ha11)
providing good physical surroundings;
Slide# 82
(Staff meeting)
inviting the volunteer to participate in
staff meetings;
Slide# 83
(Two vo 1unteers)
involving the experienced volunteers in
Slide# 84
(C 1assroom)
providing opportunities for volunteers to
helping new volunteers into the agency;
19
AUDIO
VISUAL
grow with the job, and out of one job into
another.
Slide# 85
(Recognition event)
More formally, volunteers can be recognized
in numerous ways in the presence of fellow
workers, staff, board members, clients,
family and friends.
Slide# 86
(Certificates)
Formal recognition may include some
certificate of appreciation, pin for years
of service, or other token of appreciation
limited only by the imagination of the
agency.
Slide# 87
(Happy volunteer)
No matter what its form, recognition means
that someone cares--someone sees the
difference individual endeavor makes.
Recognition builds the self-confidence of
the person, therefore making them happier
with themselves, and therefore more abl e to
do a productive, caring volunteer job.
Slide# 88
(11Evaluation11)
The total plan for a volunteer program is
not complete unless it includes a periodic
and on-going evaluation of the program.
20
VISUAL
Slide# 89
(Volunteer and kids)
AUDIO
An effective evaluation must include a
review of the program, as well as the
performance of volunteers.
An established
evaluation procedure can provide the
leisure-service delivery agency with feedback, strengthen the program and give new
direction to the volunteer program goals.
Slide# 90
(Staff person)
Evaluations should include input from:
the
staff supervisor;
Slide# 9 1
(Staff and volunteer)
the coordinator of volunteers;
Slide# 92
(Group of volunteers)
the volunteers themselves; and
Slide# 93
(Basketball players)
reactions from clients or consumers of the
Slide# 94
(List of volunteer
program elements)
Every component of the volunteer program
service whenever possible.
(2:8)
should be carefully examined.
Each of the
elements that we have explored here should
be revie\'Jed--from program objectives to
recognition techniques--with a critical
judgment as to each elements• effectiveness.
Slide# 95
(Two volunteers)
Evaluation also includes understanding the
multiple benefits that result from successful
21
AUDIO
VISUAL
volunteer management.
For the agency, it 1 s knowing that you have
a philosophical belief that volunteers are
a vital asset to your program
Slide# 96
{ Two planners )
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lt1s knowing .that all that planning was
worth it because it provided the necessary
people-power to enrich existing programs.
Slide# 97
{ Boys and rug )
lt1s realizlng that boys, too, can learn how
to hook rugs because new programs were
initiated and expanded .
Slide# 98
{ YMCA )
And, knowing that through volunteer visibility your agency has acquired increased
public
Slide# 99
{Coastline )
su pport and awareness.
For the volunteer, it1s knowing that,
through your lobbying activity, you helped
to protect valuable open space
Slide# 100
{ Ducks )
•
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And, knowing that, at the same time, you
helped maintain our delicate ecological
balance by protecting wildlife
S 1 ide# 101
{ Girl Scouts )
•
•
•
•
lt 1s knowing that you helped perpetuate a
very meaningful tradition
•
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22
AUDIO
VISUAL
S 1 ide# 102
(Gardens)
Or, that by participating and cooperating
on a commission, you helped improve the
community you take pride in
S1ide# 103
(Recycling Center)
That by collecting cans, bottles and
newspapers you helped contribute to a
cleaner environment
S 1ide# I 04
(Bingo player)
•
That through your participation, you helped
raise money for a very worthy cause
•
•
•
Or that,
S 1ide# I 05
(United Way sign)
through your contribution, dollars are
S 1ide# 106
(Man at desk)
And, that by offering your professional
translated into viable community services.
expertise, you helped to extend programs in
your community.
Slide# 107
(Girl and flower)
For those that are the recipients of the
volunteer service, it's having the opportunity to learn about nature
Slide# 108
(Senior citizens)
Slide# 109
(Kids in poo 1)
•
Discovering the true meaning of companionship
•
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•
Being able to build new friendships
•
•
•
23
VISUAL
AUDIO
S 1ide# 110
(Runners)
Or, just having the opportunity to
S 1 ide# 111
(Special child)
lt1s knowing that you are very special,
participate.
because someone has said, 111 care about
you. 11 And, always knowing that
S 1ide # 112
(Hands)
S 1ide# 113
(Credit slide)
S 1ide# 114
(The End)
•
as long as there are volunteers, you can
reach out and find that helping hand.
BIBLIOGRAPHY
1.
Cantor,
Elizabeth M., and Margaret R. Pepper, 11What About Staff?",
Voluntary Action Leadership, Washington,
pp. 10-15.
2.
D.C.,
Spring, 1975,
, G4ide for Staff Who Work with Volunteers, Government of
the District of Columbi a;-Department of Human Resources,
Rehabilitation Administration,
3.
City of New York,
Board of Education,
Interviewer's Guide,
4.
City of Pasadena,
pp. 1-10
Social
(undated}.
School Volunteer Program,
New York, New York, 1975.
Department of Human Services, Recreation
Division, Volunteer Coordinator's Handbook--Setting Qe�
Volunteer Program, Pasadena,
California
(undated).
5.
Dun and Bradstreet Business Library, Managing Your Manpower,
New York, New York, Appollo Editions, 1967.
6.
Los Angeles Voluntary Action Center, A Manual for Volunteer
Coordinators, compiled by Rhoda Anderson,
California,
7.
8.
1976.
1969, pp. 1-28.
Los Angeles,
, "How To" Workbook for Volunteer Trainers,
Los Angeles,
Manser, Gordon and Rosemary Higgins Cass, Voluntarism at the
Crossroads, Family Service Association of America, New York,
New York, 1976.
9.
National Center for Voluntary Action, Tel ling Your Story--Ideas
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