Peer to Peer Coaching Workshop
June 27-28, 2014 – Flip Chart notes
VOLUNTEERS
Volunteers – Orientation
Forsythe – Virginia Rettig
 Has a full-time staff Volunteer coordinator, Sandy Perchetti; there are 4 or 5 at Refuges in our
region. The Volunteer Coordinator interviews new volunteers and connects volunteers with
opportunities.
 Forsythe has some 200 volunteers. At orientation, they show the Forsythe DVD and also cover FWS
and the refuge system.
 New volunteers are paired with experienced volunteers for on-the-job training.
 There is a huge retirement population in the area that they try to tap.
 A suggestion was also made to investigate RSVP (Retired Seniors Volunteer Program ) for volunteers.
The RSVP volunteers receive recognition from their own organization.
 Consider hosting a program with partners to recruit volunteers.
Great Swamp – Laurel Gould and Dave Sagan
 We have a Volunteer Interest Profile form which is available in the Visitor Center and can be filled
out in-person or mailed. This makes it easy for staff and volunteers to respond quickly to an inquiry
about volunteer opportunities. It is important to acknowledge this quickly. We are planning to put it
up on our web site, so potential volunteers can fill it out online and submit it to us that way.
 Hold bi-monthly volunteer orientation sessions which are listed on our Calendar of Events. Friends
and staff do a PowerPoint slide show and then have a one-on-one discussion about specific interests
and availability. We cover DOI, FWS, NWRS, Great Swamp NWR, Friends, and volunteer
opportunities. Our problem is the need to have a volunteer activity available for new volunteers to
get started right away or we lose them. We do an email follow-up after the Orientation.
Other comments
Publicize need for volunteers – promote opportunities. Posters, advertise programs on bulletin board or
post in a kiosk with photos of volunteers in action. Develop a wish list of types of volunteer activities and
skills needed. Put an “ad” in newsletter.
Volunteers – Training
 Pair new volunteers with an experienced volunteer – gives experienced volunteer feeling of
“ownership” and helps with retention.
 Forsythe has a printed Volunteer Handbook with job descriptions for every volunteer job on refuge
(40+) (Ann Marie has PDF copy)
 Forsythe sends volunteers to NCTC for training and South Jersey has numerous classes available (the
Refuge helps pay for training costs for volunteers.)
 Karen Leggett mentioned that it was important to include FWS and the Refuge System message in
any training.
 Great Swamp also pairs new volunteers with an experienced volunteer. There is a more intensive
training session, usually two or three sessions, with Visitor Center volunteers which includes Nature
Shop training, making sales, and a review of the extensive VC exhibits.
 Great Swamp has a Greeters & Guides Volunteer Exchange meeting, every couple of months, with a
presentation on a specific topic (ducks stamps, Wilderness Act) and a round table discussion. We
also have occasional Advanced Training Workshops with a subject expert and a pin for completion.
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Friends of Forsythe – Ann Marie Morrison
 Prefers making a phone call vs. email to reach out to volunteers.
 For Nature Shop training, she asks volunteers to work at least two times per month.
 The Visitor Center is open 7 days a week, M-F, 10-3 (1 shift volunteer), Weekends 9-4, two
volunteers with 3 ½ hour shifts.
 She has a 1-page “Procedures and expectations” document at the desk as well as a volunteer desk
manual with FAQs, phone numbers, and other important information for the volunteers. It’s
important to look professional, uniforms with identification.
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Forsythe’s Master Naturalist program with Stockton State College was very successful, but no longer
being offered. A requirement of the program was doing some additional volunteer work. It is
important to keep nurturing the relationship with the volunteer beyond class. It was expensive to
do. Some states have Master Naturalist programs affiliated with the state university or other
organization.
Engagement and Managing
 Important to continue to teach and learn – even if “unofficial” training.
 Great Swamp uses Constant Contact to communicate with volunteers; multiple board members
have access and the volunteers are in groups so communications can be targeted. We also use an
Online Helper Signup for volunteer scheduling at the Visitor Center, for Outreach, and for Walk
Leaders; this is accessible from our web site along with a paper calendar for those without Internet
access. (www.helpersignup.com)
Recognition
 Great Swamp has an annual Recognition event, cosponsored by the Refuge and the Friends with
milestone awards, table favors, and certificates for all volunteers.
 Ice cream social in August (Forsythe)
 Forsythe – annual banquet – pot luck holiday party.
 Forsythe: Volunteer of the Year – ask refuge staff for “nominations”. Refuge Manager makes final
decision. Table favors – backpack, fleece blanket, something special for volunteer of the year.
Plaque for volunteer of the year.
 Encourage all of the refuge staff members to thank volunteers.
 Ann Marie gives store volunteers additional responsibility to engage them further.
 Other ideas: birthday cards for volunteers, Refuge pass available for volunteers after each 250
hours, ice cream social (involve everyone), volunteer appreciation by function.
Reporting hours important.
 Highlight benefits to the Refuge of high volunteer hour numbers.
 Wertheim is testing the new national online volunteer reporting system; they are in the second
round of beta testing. They have a Friends computer hooked up in VC and volunteers can use it
there.
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June 27-28, 2014 – Flip Chart notes
COMMUNICATIONS
Communications from Washington, the Region, and at the Refuge level: Karen Leggett, Kate Toniolo,
Dave Sagan
Resources from Washington – Karen Leggett (A copy of Karen’s notes appears below – these are a few
additional comments that came out during the session.)
Refuge Update is published 6x/year and is available online. Feel free to link to the publication from
Friends websites. Fr/Volunteers in next issue (summer 2014)
Friends Forward – We will all be added to the list.
Can put a link on our website
Can add all Friends members
Do special issues – also online.
News from Washington comes out (via eMail) monthly. Kate will forward to Friends members.
Refuge Communications from Headquarters – Karen Leggett – Copy of Notes
Contact information: Karen Leggett, Writer/Editor, U.S. Fish and Wildlife Service, MS: NWRS, 5275
Leesburg Pike, Falls Church, VA 22041-3803 (new address for August 2014), 703-358-2375,
Karen_leggett@fws.gov
Refuge Update – bimonthly newsletter about refuges; online and mailed; to receive mailed copy, write
to Bill_O’Brian@fws.gov
www.fws.gov/refuges
Friends Forward – bimonthly newsletter for about about Friends; digital only –
http://www.fws.gov/refuges/friends/ or by email via Constant Contact . To be on the email list, or add
the names of Friends members or board members, write to Karen_Leggett@fws.gov
Friends Newswire – news stories suitable for reprinting in Friends newsletters. Kate_Toniolo@fws.gov
will forward to Peer to Peer group. Newswire is emailed by Martha_Nudel@fws.gov but also available
online at http://www.fws.gov/refuges/friends/newswire.
Refuges Facebook = http://www.facebook.com/usfwsrefuges
Friends Facebook pages and Web sites = http://www.fws.gov/refuges/friends/find.html
If your Web site or Facebook page is not listed or incorrect, write to Karen_Leggett@fws.gov
Refuge System Special Reports – environmental education online at
http://www.fws.gov/refuges/education/
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Friends Special Reports (arts,membership,social media, fundraising) –
http://www.fws.gov/refuges/friends/FF_SpecialIssues_Archive.html
CD mailed to refuge manager of staffed refuges:
 Refuge Week Toolkit (fact sheets, sample letters to the editor, op-ed, tips on working with the
media)
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Wilderness Toolkit (fact sheets, kids activities, other tools to celebrate 50th anniversary of the
Wilderness Act – these items are also available at
http://www.fws.gov/refuges/whm/wilderness.html “Resources” and “For Kids” in left menu
Banners mailed to refuge manager of staffed refuges
 These can sometimes be re-sized for use as bus ads or subway ads. These ads can be often be
purchased for the cost of installation only as Public Service Advertising. Contact your local
transit company. If you need help with images for banner, contact Martha_Nudel@fws.gov or
Karen_Leggett@fws.gov
Coloring book in English and Spanish - http://www.fws.gov/refuges/kids/
 For printed copies as available contact Martha_Nudel@fws.gov
 Wilderness coloring book should be available by August – watch Friends Forward for
announcement
Kate Toniolo – Region 5
Contact information: Kate Toniolo, Visitor Servcies and Communications Coordinator, 300 Westgate
Center Drive, Hadley, MA 01035, 413-253-8498, kate_toniolo@fws.gov
Topic: What Regional Office communicates and how…
 Grant applications, Friends Academy, News from Washington
 Quarterly conference calls – 6:00 Monday evenings, all scheduled ahead. 3 to 4 per year.
 Has Executive Director/President of Friends’ groups on her distribution list but not limited to just
those names. She will put us all on her list. She will send us all “News from Washington”.
 She gets copies of Friends’ newsletters (mostly online).
 Friends can plug into Regional resources, for example Kate can help us promote our events or
programs.
Topic: Connecting People with Nature – Kate is coordinator, on Region 5 website –
www.fws.gov/northeast/cpwn/ Always looking for information on this topic. Send any news stories or
ideas to Kate.
VOICES (Visitor Outreach, Interpretation, Communication and Education Services) eNewsletter from
NCTC. Again if you have a new program or project for this eNews, let Kate know.
There is a regional Facebook page and a regional Twitter account. Kate will take information from us to
publicize on either of these sites.
There is a Regional Flickr site – www.flickr.com/photos/usfwsnortheast/. We can add to the site and use
photos from the stie.
Region has a YouTube site – can share our videos.
There is a Blog; they could use information and articles for blog. They will work with us to create a blog
for our Refuge.
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Peer to Peer Coaching Workshop
June 27-28, 2014 – Flip Chart notes
They coordinate news and information with Washington.
They can help with media pitching and even a little more. Contact is Tyler Green in the Regional office.
FWS Field notes (Accomplishment Reports) – Kate mines this for Connecting with Nature stories. It is
also used by senior management. Friends members can use it for ideas and contacts – a great source of
information from across the country. Entries done by FWS staff. www.fws.gov/fieldnotes/
Dave Sagan, Great Swamp NWR
Your community wants to know what’s going on.
Use Refuge and Friends Facebook pages – instant updates possible.
Also use Press Releases, newsletters, mailing.
Social Media is a commitment; you are building a social network. Need daily posts.Short-quick facts.
Can use information from Regional/National pages on your pages.
Newspapers – having the “official FWS logo” sometimes helps.
Friends can develop relationships with a reporter.
Tyler Green can help Friends get contact information for local papers or she may pitch it for us if
regional or national interest.
Friends Communications
Newsletters, Calendars of events, monthly post card reminders, website, Facebook for instant updates.
Community “Patches” are a way to publicize events locally.
Important to come up with a concise message that you want them to walk away with.
As a nonprofit – ask for a free “ad” – we produce and they might run this.
Tailor your message – look at demographics (Facebook vs Refuge visitors). If it’s a kids event, promote
on Facebook. A bird walk, consider the newspaper.
Good opportunity when Relating to what’s in the news (storms)
 People on your refuge
 Surprising, counter-intuitive, unusual.
 Urgent or unexpected threat – monarchs, bats, bees
 Special festivals
 Young people – opportunities for young people
 Photos important.
 To get into Friends Forward, need Friends connection.
 Photos important.
 Put photos – really good ones – on Flickr.
Use Special events calendar on Refuge system home page to list our events. Information is added by
Refuge staff at local level.
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Use letters to the Editor (working with your Refuge manager, especially for controversial stories or ones
with legal implications) for certain stories.
Be sure to keep Refuge Manager in the loop, especially if controversial. CC Refuge Manger and Friends
President if you are sending something to Karen, Kate, etc.
All attendees will be added to the email for Friends Forward (Karen will do)
All attendees will be added to the distribution list for other mailings, including News from Washington
FRIENDS COMMUNICATIONS
Friends of Forsythe
 Facebook (Ann Marie does on weekends). Main source of information. Post events, weather/storm
closures, rare bird sightings.
 Free Page Manager APP for Smartphone
 Uses FWS Refuge Facebooks page – “shares” so the information is the same and consistent; does
not recreate or rewrite.
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Press releases – has retired publicist volunteer who works with Don Freiday.
Uses non-profit section of local newspaper – no charge.
Uses Patch – check for your local Patches
Flyers in V C – uses suction cup holders to put on windows (instead of scotch tape) – Staples
Have copies for handout at front desk.
Friends and Refuge both have color printers and share cost.
Take to Library (volunteers)
Audubon Chapter – share flyers
Share with “Go Galloway” program
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Website – going away from websites
Too much time to maintain, slow turnaround time
Twitter and Facebook much quicker.
Number of visitors to web site less and less.
No newsletter any longer.
Used website for storm recovery
Planning to start (website?) all over again.
Using Constant Contact.
Cheryl – last agenda item on board meeting is to get a volunteer to write the articles, different
person each time.
Cape May – eNews only.
Text messaging to Friends members.
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Broaden and diversify communications technologies very important.
Social media – updated, done regularly is the key to success.
Clear communications with Refuge important.
Stay away from political hot topics.
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Peer to Peer Coaching Workshop
June 27-28, 2014 – Flip Chart notes
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Set up disclaimer on Facebook regarding photo credits – not Friends responsibility if picture taken
from site without permission.
Friends of Wertheim – Bill Kirrell
 Outreach to business groups – he got a table at the Hauppauge Industrial Association (HIA) free
trade show for business and environmental groups and went around to every booth and gave out
business cards.
 Attends Brookhaven Industrial Group lunch meeting.
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Sends e-mail blasts with MS Outlook – programs, information, welcome and renewal letters to
members. Members and Friends newsletter is mailed to current members who do not have email.
Also sends newsletter to groups, FWS, and Associations who are not members as well as business
supporters who are not members.
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Investigating Wild Apricot – web based softward
 Objective is to maintain their web site locally, to reduce lag time; they are looking into Wild
Apricot.
 Benefits: 500 members and three administrators at lowest cost ($50 per month). All in one: web
pages, Facebook page can be embedded, email blasts, and posting. Everything is in the “cloud”
so no software downloads required.
 They have looked at the online demo and think this is a good fit.
 At this time, for communications, they are only entering their member name and email – no
other information.
 Cheryl Hart also using Wild Apricot.
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Bookmarks, handout at front desk. Bill designed a bookmark with contact information for Friends of
Wertheim and the Refuge. He also used donated paper to design a coloring book page which was
printed by a local printer for free (just ask!)
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Media outreach: they notify newspapers, radio stations, and local magazines of programs and
activities via e-mail. Facebook is a fast way to contact members who are followers.
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Bill obtains and uses a lot of free stuff – paper, printers, copier companies.
Debbie Beer – Friends of Heinz Refuge
 When you use photos – give credit.
 Facebook – use photos and give credit
 Uses Vista Print for customizable business cards – inexpensive, choose template and modify.
 Quarterly newsletter – mail 200, only the center pages in color to reduce costs. Available in the VC
as well – another 300.
 Follows journalist guidelines – Who, What, When, Where, Why
 Include GPS address.
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Connecting with others – Facebook, updates at least 3 times per week.
The more you post, the more users you get.
Peer to Peer Coaching Workshop
June 27-28, 2014 – Flip Chart notes
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Facebook – wildlife photos resonate the most. 100 likes per post is a good number. Think of all the
wildlife on the refuge, not just the exciting. Seasonal is important.
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What doesn’t work on Facebook – membership appeals.
Uses Mail Chimp with 900 email addresses, low cost. Alternative to Constant Contact. Also Vertical
Response is another tool.
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Question: How do you keep photo release forms connected to photo – no suggestions!
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Friends/Refuge Events – use national events as a way to engage people. Often there is publicity that
goes with the event, done by the event sponsor.
o Great Backyard Bird Count
o National Trails Day
o National Public Lands Day
o The Big Sit
o Christmas Bird Count
Highlight volunteer service opportunities in your community, i.e. Weed Warriors.
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Citizen science endeavors – good buzz words
Highlight these activities, such as reporting bird and butterfly sightings.
Wildlife Photography –they feature a photographer in every issue of the newsletter.
Finds photographers are the fastest growing membership group because they are featuring their
photos.
Advice she gives to photographers – highest resolution file, good contrast.
Uses Dropbox for photos and newsletter articles.
Newsletters are on their web site. Scan old issues of newsletter if PDFs not available.
BOARDS
Boards: Friends of Wertheim, Tualatin, Great Swamp NWRs
 At Great Swamp NWR, budget management was a challenge. The process has been formalized, and
tied to anticipated goals for the year. Board member take ownership of a committee or a project
over $1000.
 Volunteers that are performing other activities at a refuge often join the board. Training must be
provided. One person should mentor new board members. Board should identify needs and skill
requirements and identify individuals from within volunteers for board member.
 Board should have a strategic plan that is reviewed annually.
 It is helpful to have a “cause” to bring in new board members.
 Important to have a place to meet for board meetings.
 Members often demonstrate a passion for the Refuge.
 Recommendation to have a strategic plan that is a living document that is reviewed annually.
Budget is tied to Strategic plan.
 There may be no limit to the number of board members. A prescribed term of service such as 3
years is recommended.
 It is important to make members feel “worthwhile”.
 There is a challenge on how to reach different groups to join board.
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Peer to Peer Coaching Workshop
June 27-28, 2014 – Flip Chart notes
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Recommend working with local schools or universities to identify new board members. Need to
connect with other backgrounds to increase diversity.
(Cheryl)
 Recruiting volunteers may depend on how the organization has evolved. Good volunteers often
become chairs of committees and then move to join the board. It is recommended that, depending
on the needs of the board, the board should identify the skills that are required and look for
volunteers that can provide the skills. If there are no volunteers that meet the required skills, then it
may be necessary to go to the outside to find a suitable individual. It is important to find a person
with a passion for the Refuge and the Friends. “Younger folks are more willing to commit to a
prescribed time limit, ie 3 years.
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Strategic plan is written for the organization to focus on activities. Strategic plan is a living
document that is reviewed annually by board & staff. Budget should include expenses for the “Fly
in” to DC.
A limit for the number of board members is not a requirement. One refuge has had up to 17 board
members. It is necessary to make the board experience seem worthwhile.
Recruitment methods: May talk to a consultant if necessary to reach different groups of people.
May work with local school or university to get a person to fill requirements. Challenge is to connect
with other groups, ie urban members. How do you bring them to the Refuge to volunteer? Ideal if
there is a diversity of members but may be difficult if there is a significant distance from their home
and the Refuge.
Some Refuges have limited board members ie Supawna Meadows. Telephone calls or Skype may be
an option to conduct board meetings if too far away to meet at the Refuge.
Orientation of Board members:
Should be an intense orientation including both Friends and Refuge staff. Need to understand that
the Refuge is part of a big system.
For example, since Alaska is so large and spread out, members are sent a newsletter that focuses on
one Refuge in each issue. Board meetings include participants attending by phone.
New Board members need a grace period to absorb information. Great Swamp often invites
prospective board members to board meetings to determine if they might be interested in joining
the board.
Boards need to create a culture. Board meeting could open with a discussion of good experiences.
Need to celebrate with each other.
Things do not always run smoothly, Great Swamp had a facilitator come to work through some
issues that got in the way of the organization functioning optimally. Discussion of how to handle
negative experiences within the board, for example not following by-laws. Some activities such as
Treasurer may be more difficult and the individual may not be passionate about the activity. In such
a case another individual may be a better fit.
Recommended reading by a participant: “Your Survival Strategies are Killing You: The Eight
Principles You Must Follow To Thrive in Life and Work” by Martha D. Borst.
Ask yourselves, “What is the motivation of Board members?
Peer to Peer Coaching Workshop
June 27-28, 2014 – Flip Chart notes
Developing Community Partnerships and Outreach/Urban Initiative
Joan Patterson, NWRA and Friends and staff, Heinz NWR
The Refuge System had been working on the Urban Initiative concept but when Friends got involved in
the program, more happened. The Refuge System realized that the Friends are a big help to get into the
communities.
80% of the population of the US is in an urban setting. The Refuge System needs to interact with this
population to assure the conservation movement continues. The urban population has needs that are
different. These needs must be addressed for the system to be effective.
Partnering can take many different forms; it may include working with other groups to improve habitat
in the community.
7 standards for connecting to a community to improve partnerships have been outlined in the Vision
Urban Initative workgroup.
 Get to know the community! Listen to their needs as well as the needs of the Refuge System.
 Goal is Partnership by Collaboration.
 Need Vision, Suspend Judgments, Put aside what you may be thinking, Collaboration may require
change, EGO—Edging out ego!
 Maintain a compelling vision, Establish trust, Get information.
 Understand roles & responsibilities. Have equity in leadership.
 Understand there are environmental, economic, social factors to be considered in community
building experience. Need to think outside the box such as engaging with elected officials.
Challenge is to make the refuge system relevant to the people. Must be relevant to their existence.
Approach must be compatible with the mission but should include “Oh, Wow” moments!
Possible opportunities: Clean up of a park and include locals in the activity. Help to plant a native plant
garden. Support an existing community holiday or event.
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