“Never tell people how to do things. Tell them what you want them to achieve

1. Getting the Most out of "Unpaid" Staff, Boards and Committees “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 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

2. Volunteer “Positions” • 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?

3. Why is it so important to recruit great volunteers and seasonal staff? • After all, they’re only with you for a short time in some cases! (Temporary staff, parent volunteer, instructors, coaches, board/committee members, concessionaire…) • But your customers don’t know that. • Every customer encounter counts!

4. Each time a customer comes in contact with any staff member – temporary or seasonal—paid or unpaid – they make judgments and they make choices 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! Why else is it so important to recruit great volunteers/staff?

5. The Cost to Court a Volunteer or Customer Hook ‘em Advertising P.R. Promotion Customer Customer Service Product Quality Sales Front-line contact Keep ‘em coming back for more Reel ‘em in

6. Volunteers and Seasonal Staff Pose Unique Challenges • Temporary Mindset • Lack of accountability • Little feeling of ownership • Young • Inexperienced • Training time is super short • Promotion can’t typically be used as motivator

7. Volunteers and Seasonal Staff Offer Unique Opportunities, too! • 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 • 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!

8. Step OneThink Before You Recruit/Hire Step One: Think Before You Hire • Profile Your Perfect Employee • Determine what you need • The Minimum • Certification • Experience • Education • Beyond Education, Experience and Certification • Values • Attitude • Capability • Open Your Mind

9. Step One (continued)Think Before You Recruit/Hire • Review/rewrite job descriptions • Job Responsibilities • Job Duties • Job Functions • Expected Performance Standards • Compensation • Growth Opportunities • Permanent Placement • Eligible for promotion (upon rehire)

10. Create Your Recruiting Plan Finding Potential Applicants Step TwoFind Winning Applicants

11. Make it easy to apply for THEM • Email • Online • Mail • Fax • Telephone • On-site • Your location • Off-site • Hand delivered • “Taking Care of Business” Day

12. Step ThreeSelect Super Staff • Screening • Applications • Online screening • Interviews • Checking references • Previous employers • Volunteer leadership • School contacts • Background Checks • Hiring the Best Employees • Match the applicant to the job • Notify all applicants – No matter whether they are selected or not • Sample Interview Questions

13. Screening & Expectations • 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 atanimalsheltering.org/volunteer_skills

14. Sample “Interview” Questions • 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.

15. Step Four: Train, Reward and Keep the Best Employees • Realities of Retention • Losing even one employee hurts • Causes for turnover must be clarified • Money isn’t everything • Turnover is avoidable • Turnover is expensive

16. Orientation • Welcome/Break the Ice • Familiarization • Staff • Volunteers • Marketing Materials • Review • Mission/Purpose of the Organization • Programs • History • Policies and Procedures • Unwritten rules • Culture • Prepare the Environment • The Details • The People • Distribute volunteer handbook • can be projected • email or posted online to avoid printing costs • Give a real or virtual tour • Pre-orientation assignments

17. First Impressions are Critical • The First Day Orientation • Welcome • Familiarization • Policies and Procedures • Unwritten rules • Culture • Prepare the Environment • The Details • The People • Orientation • Mission/Purpose of the Organization • History

18. “Org Chart” Organizational Relationships Employee Philosophy Customer Philosophy Product/Services Employee’s position Dress Code Hours and Time Policies and Procedures Finding Assistance Questions More Issues to Address on Orientation Day

19. Training • Schedule specific or group training sessions • Cover the 3 types of learners: • 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?

20. Communication Basics • 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

21. Ongoing Communication • Control Rumors and gossip • Informal • Face-to-face • Electronic • Control cliques • Learn to listen • Formal • State of the Department Addresses • Newsletters • Surveys

22. Scout Top Tier Volunteers • 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 • Trainings • Orientations • Events • Attend education events, workshops, conferences • Join your board/committee • Become a paid staff member

23. Recognition Basics • Recognize and reward good volunteers • Buy your regular volunteers t-shirts, 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

24. Motivation Memory • Think about a time when someone motivated you… • To take a job • Go out with you • Clean your room • Take out the garbage • Give you money • Who was it? • Child • Coworker • Boss • Spouse • What did they do to motivate you?

25. Volunteer Stickiness Studyto evaluate volunteer retention factors By Adrian Goh and Steven Rogelberg • Surveyed 72 Volunteer Managers • Surveyed 4139 volunteers

26. Show real concern Set specific goals Reward performance Reward attendance Boost Self Esteem Reward Longevity Give feedback Provide career growth opportunities Permanent placement Within your organization With other organizations Training and education Rotation Rewards/Incentives Motivation Techniques

27. 19 Stickiness Practices(in reverse order) • #15 • #14 • #13 • #12 • #11 • #10 • #9 • #8

28. Volunteer Retention Factors • #7 • #6 • #5 • #4 • #3 • #2 • And the #1 Factor leading to Volunteer Stickiness is…

29. Ten Reasons Why Employees Choose to Leave 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 Step Five: Learn from Departures See ya!

30. Exit Interviews • 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

31. In conclusion… • As you plan, recruit, interview, train, reward and say farewell always remember… • 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!

32. Thank you for your participation!RESOURCES and VIRTUAL HELPService 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.htmlwww.volunteermatch.org/nonprofits/learningcenter/