2012
Leadership
Conference
PEOPLE MANAGEMENT
Chet Ross, Southwest Regional VP, Greater Phoenix (AZ)
Loren Herbst, District Director, Minneapolis (MN)
The volunteer is the center point of SCORE’s
reputation and branding
People Management
PWC
Volunteer
Survey
Herndon
hears your
voices!
People Management
•Roles
•Recruitment Strategies
• Volunteer Engagement
• On-Boarding - new volunteers
• Existing Volunteers
• Expectation setting
• Recognition
Volunteer Roles
• Business Mentor
• Workshop Instructor
• Roundtable Facilitator
• Community Ambassador
•Virtual volunteers
•Chapter Roles
(fundraising, marketing,
recruiting, social media,
etc.)
• Skill-specific volunteers
(e.g. finance or
administrative)
Recruitment Strategies
• Determine needs
• Consider membership requirements
• Execute a plan for recruiting new members
• Recruit new types of members
• Recruit for diversity
• Have a plan for training new members
Recruitment Strategies
Six deadly sins of Volunteer Recruitment:
1. Expect announcements to get volunteers
2. Go it alone
3. Recruit only those who make L.T. commitments
4. Assume that “No” means “Never”!
5. Recruit any Ol’ B.I.C.
6. Ask busy people to do busy work
Recruiting Best Practices
PWC Research –
• Based in Volunteer Survey results
– Looking at engagement level of ‘new’ volunteers
•
•
•
•
Chapter recruiting practices
Chapter onboarding practices
Minimum standards (or absence of them)
Chapter turnover
Recruitment Resources
• SCORE Operating Manual (SOM)
• Webinars available on SCORE.ORG website
a. Recruiting for Leadership
b. Recruiting and Retaining Volunteers
c. Recruitment Best Practices
• Volunteer Recruiting – under Volunteer &
Leadership Development Center on SCORE
website.
Volunteer Engagement
What is Engagement?
• Extent to which individuals have a desire to act and
apply discretionary effort
• More than satisfaction, denotes added involvement
and “buy in”
• Aligns individual goals with organizational goals
Volunteer Engagement
Why is it important?
• High engagement promotes high operational
performance
• High engagement drives higher client engagement
• More likely to stay with organization
Volunteer Engagement
On-Boarding New Volunteers:
•Determine interests
• Assign a mentor
• Volunteer Online Orientation
• Volunteer Orientation Handbook
• Involve immediately in committee or activity
• Mentoring Methodology - Online
Volunteer Engagement
Existing Volunteers:
• Maintaining Volunteer Engagement - key to success
• Ongoing training – existing & emerging trends
• Feedback on individual mentoring performance
• Chapter leadership needs to address underperforming
volunteer issues
• Remind about mission and goals
Improving Volunteer Engagement
National Level Initiatives
•
•
•
•
Vision
Success Metrics
Addressing Future Needs
Improving Feedback
Chapter Level Initiatives
• Select ONE item, at most two
• Create plan WITH chapter and ensure follow
through in the next year
People Management
Expectation Setting :
• Key to involvement & retention
• Responsibility of Chapter leadership
• Ongoing need-not a one-time activity
Recognition
• Recent volunteer survey – this area had one of
the lowest scores
• Ways to recognize volunteers (see next slide)
• Review SCORE SOM for awards available
• Monthly meetings a good time to do it
• Every volunteer would appreciate being
recognized for their efforts
Recognition
Ways to recognize volunteers:
• Give regular feedback
• Give public affirmations
• Give regular awards/recognition
• Being available to volunteers
• Tap into their passion/what motivates them?
• Have fun
Discussion
• Roles
• Recruitment Strategies
• Volunteer Engagement
• Expectation setting
• Recognition
2012
Leadership
Conference
PEOPLE MANAGEMENT
Chet Ross, Southwest Regional VP, Greater Phoenix (AZ)
Loren Herbst, District Director, Minneapolis (MN)