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AARP Tax-Aide Volunteer Recruitment System Phase 2 Training for New Users October, 2010 AARP Tax Aide

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AARP Tax-Aide Volunteer

Recruitment System

Phase 2

Training for New Users

October, 2010

AARP Tax Aide

2

Today’s Agenda

•Prospective Volunteer System Objectives and Goals

•Volunteer Prospect Recruitment Initial Process Findings

•Initial Season AARP Volunteer Recruitment System Review

• Experience and Results

• Prospect and Volunteer Leader Survey Results

• “What’s New /What’s Not” System Review

• Recruitment System Phase 2 Overview and Training

• Prospect Information and Email Notifications

• Introduction to the AARP Tax-Aide Volunteer Portal

• Prospect Information Routing

• Reviewing and Statusing Prospective Volunteers

• Adding/Application of Local/State Prospective Volunteers

• Activity Summary and On Line Reports

• Training and Communications

• Next Steps for Accessing the System and Volunteer Portal

AARP Tax Aide 2

3

Objectives and Goals for

the Recruitment System

•Increase the number, skill and diversity of Volunteer Prospects• Nationally and locally

•Reduce cycle time from prospect self identification to PVC/SC/DC

receipt and through the prospect interview and assessment process

• Prospect receipt and assessment workflow, process tracking and

response time

•Improve the ease and options for prospects to apply and become

part of the program

• Including 7x24 direct internet access

•Improve leadership reporting and business intelligence

• Outreach, marketing, diversity program success statistics, analysis

•Reduce Volunteer and Staff administrative workload

• Work reduction for SCs, ADSs, Instructors, DCs, PVCs, PCSs

AARP Tax Aide 3

Volunteer Prospect Process

Most Requested Improvements

1. Get Prospects to PVC/DC faster

2. More accurate and complete

contact information (phone, email)

3. Better qualified prospects,

assessment, screening

4. Provide program

requirements/information at the

front of the process

5. New/improved Leadership reports

– Source, number of prospects,

number of successes, drop out

by reason, stats by District,

timeliness of response

6. Reduce late season applications

(after mid December)

Don’t Change

1. District interview

2. National “funnel”/initial contact

3. Integrated national and local

marketing and publicity

4. Local initiatives and outreach

44AARP Tax Aide

5

Last Season

Experience and Results

• Volunteer prospects identified and processed through the Volunteer

Recruitment System totaled over 7,000

– 50%+ increase in prospects from 2008

• Prospects appeared to have the necessary background and skills

– Technology, internet, computer, educational levels, professional employment, tax

preparation skills and experiences are similar to or higher than current Volunteers

• Prospects exhibited some important differences from the predominant profile

and demographics of current Volunteers.

– Tended to be younger, more ethnically diverse, use other than AARP sources to

learn about the program, are more likely to be still working, more available on

weekends/nights and have less previous volunteer experience

• Despite some initial browser and registration issues, over 75% of Volunteer

Leaders found that system was easy or somewhat easy to use

– At or above system implementation benchmarks

AARP Tax Aide 5

6

Recruitment System Prospects

are Only Part of Total New Volunteers

1604

5402

7106

0

1000

2000

3000

4000

5000

6000

7000

8000

"New Volunteers"

From recruitmentsystem

Other

Total 2009TS NewVolunteers

AARP Tax Aide

Prospect Survey Summary

• Had a significant overall response rate of 32%

• What We Learned

– Pros:

• 91% rated the online application as Very Easy or Somewhat Easy

• Most new volunteers (over 80%) plan to participate next year

• Of those who became volunteers, their overall experience

(application, training, working as a counselor) was excellent

• Potential untapped resource – 51% of prospects who were not

offered an assignment would have worked as an administrative or

fundraising volunteer

• Local efforts are bringing in quality, skilled, experienced volunteers

who mirror the current volunteer profile, demographics, schedule

preferences

• Potential untapped resource - 57% of prospects who were not

assigned were willing to reapply in the coming season

7AARP Tax Aide

Prospect Survey Summary• What We Learned

– Concerns:

• New Volunteers wanted to have higher tax preparation readiness

after training was completed

• Concerns raised about training both new and experienced

volunteers in the same classroom setting

• Prospects who did not become volunteers had a different

experience than those who did – less positive impression

• Potentially due to assessment communication or process failures

• Lack of timely contact (within 7 days of application) appears to be a

significant driver or indicator of “unsuccessful” recruitment

• Longer time between prospect self-identification and volunteer

leader contact made it less likely for that prospect to become a

volunteer

8AARP Tax Aide

Length of Time Between Applying and Initial

Contact w/ Volunteer Leader

*71% were contacted within 7 days

*35% were contacted within 7 days

9

AARP Tax Aide

2010 Survey of System Users

• High survey response rate from Volunteer leaders that used the

Volunteer Recruitment System

• The majority of feedback from volunteers was positive

• 76% found the new system “Very Easy” or “Somewhat Easy” to use

• Nearly 70% of those surveyed had more than 5 prospects come

through the system, many Volunteers Leaders had > 20 prospects

• 82% thought that the information they received from the web

application was useful

• Many volunteers are unaware of system reports, but showed interest

in utilizing them and needing more reporting visibility

• DC’s utilized the recruitment system more than any other Volunteer

title

10

What Isn’t Changing This Season

• What Remains the Same This Season– Application questions and requirements

– Applicant Information Routing and Review

– Statusing of Applicant Review Activity

– Workflow Management and Monitoring

– Email notifications upon application, final statusing to prospects

– Email notifications to Volunteer Leaders upon application receipt and

upon routing to other Volunteers (DCs)

– VMIS Reports and one step new volunteer assignment

11AARP Tax Aide

12AARP Tax Aide

What’s New with Volunteer Recruitment

• WHAT we are doing this season

• Improved registration process/success rate through reduction of

browser compatibility issues, registration identification and database

synchronization

• Ability to register new prospects locally through “same” application form

• Additions to “Prospect Status/Routing” page to enable visibility to all

prospect records by Volunteer Leaders for all prospect status

• New, optional “Activity Summary Page” and on line reporting to track

“final prospect status” through assessment, training and assignment

process by Split State, District, Prospect level

• Redesign more user friendly, easy to navigate through Volunteer Portal

• On boarding /Off boarding process analysis through end of season

surveys, possibly to Split State level

• Expand access to additional titles (through Portal access)

13

Prospect Information / Use

• Prospect Application

– The five following screens demonstrate the on line volunteer prospect

application

• Can be accessed via a link at http:

www.aarp.org/money/taxes/info-2006/volunteer_aarp_tax_aide.html

– There are some required fields

• Including all contact information fields and source data

– All information which the prospect enters will be available in the

Recruitment System and in VMIS

• What a prospect receives

– Once a prospect has completed the web form, they receive an email

message that thanks them for their interest and gives them a contact

email address (at National office) to use for additional information/help

AARP Tax Aide13

19

Email Notification to

Volunteer Leader

• When a prospect volunteer submits an application the PVC will

receive an email notification

– Routed to the email address present in VMIS

– ADS and SC will be copied

– A URL link will in the body of the email that will take the PVC, SC or

ADS to the system registration page

19AARP Tax Aide

Introducing the AARP

Tax-Aide Volunteer Portal

• In response to previous browser issues and increasing demands to

provide more information, more access to more Volunteers, AARP

has developed a single access “Volunteer Portal”

– To eventually be utilized by all Volunteer organizations at AARP

– The AARP Tax-Aide Volunteer Recruitment System will be the first

AARP Tax-Aide system to utilize “Portal” functionality

• Core Volunteer Team testing, experience has been very positive

• By mid-October all Volunteer Recruitment System access will be through the

Portal

• Existing Recruitment System Volunteer users should be able to use their

current sign on and password to gain access to the Portal

– Additional ARRP Tax-Aide system applications and access to the Portal

will soon follow

20AARP Tax Aide

21

What is the AARP Tax-Aide

“Portal”?

A web-based and centralized access point that provides:

• Single, secure access to all AARP Tax-Aide Volunteer System information,

applications, systems, databases and reporting

• Available 7x24 from any internet connection

• Major internet browsers tested, MACs interfaced successfully

• No need for specialized VMIS access or access beyond the AARP

“Firewall”

• Personalized access and presentation for information, applications,

databases and reporting based on the individual volunteer title and other

profile information

• Simplification and consistent presentation of the forms, tools and interfaces

used for data entry, search and reporting

• Access to centralized program communications

• Standardized and automated workflow/tracking

AARP Tax Aide

22

Today – Multiple Sources, Access

Access AARP

Extranet

Site Activity Reporting & Site

Information Management

E-Mail, Fax, Snail Mail, Telephone – Expense Statements, Order Forms, Inquiries, Communications

Forms, Manuals and Other Info

VMIS

23

The Future…

Forms,Manuals,

CommunicationsInterfacesWorkflow & MORE!

VMIS

Order FormRecruitment System

Single, Secure and Personalized Access to Everything a Volunteer Needs

AARP Tax-Aide Volunteer Portal

Training Webinar

Getting Started…

24

Log on to

https://volunteers.aarp.org

If you’re a New User and

need to register your Profile,

click on the “Register Now”

link on the Portal homepage.

For subsequent visits, you

will use the “Registered

Already?” link

25

Registration and

System Access

Click on “New

Portal Users –

Register Here”

This screen will

appear

26

Next, you’ll

be taken to

the “Profile

Created”

screen

confirming

your new

registration

has been

accepted.

To login to

the Portal

click

“Proceed to

Login” now.

If you’re already registered in the Portal, as you enter the Volunteer homepage, click on the “Already Registered? Login to Portal” link to enter the Portal.

27

28

From here,

enter your

Login

information

and click

“Login” to

enter the

Portal.

29

At any point

during your

session within

the Portal, you’ll

see this

information with

your Name that

gives you

options at any

point to “Update

Profile” (see

form at right to

do this). Click

“Update” when

done to confirm.

You can also

“Logout” when

your session is

concluded.

30

Now you’re in!

You have all of the

expanded

functionalities the

Volunteer Portal has to

offer, just a click away.

See the listing of all

available systems and

links on the menu at

your left labeled “My

Preferences.”

This menu is

determined based on

the “role designation”

of the individual user

as determined by

VMIS data. What you

will see may be

different based on

your title or required

functionality.

31

Under “Recruitment”:

You will have three

Recruitment System

options, two of which

are new this season:

- Add Prospective

Volunteer

- Review Prospective

Volunteer

- Activity Summary

First we will focus on

the “Review

Prospective Volunteer”

functionality

32

Applicant Information Routing

Applicant information will automatically be routed to the AARP Tax-

Aide organization consistent with the zip code provided by the

prospect

• All applicant information provided

• Initially accessible by the Split State PVC, ADS and SC

AARP Tax Aide

At times, or depending on local procedures, an applicant may need to be

routed to another volunteer leader or area

• There are two options available for this routing

1. Route to District Coordinator or other identified Volunteer within your Split

State organization

• Available directly on the applicant information screen

2. Route to a different Split State organization

• Also available on the applicant information screen

By selecting “Review

Prospective Volunteer”

under “My

Preferences” the list of

prospective volunteers

received in your state

or area will be

displayed.

You will note that you

can now define what

prospective volunteer

“status” you want to

see.

The default status is

“All” which will display

all of the prospective

volunteers regardless

of status.

You can define what

status you want to see

by clicking on the drop

down arrow. You will

note that six different

prospective volunteer

status can be selected

for viewing:

-All

-In Progress

-Approved

-Rejected

-On Hold

-Pending Approval from

DC

By clicking on any

status, selecting the

“Filter” box you can

customize what

prospects are shown

Here we are looking

for prospects in an

“Approve” status.

You can always see

and view all your

prospects regardless

of their status.

Also note that each

page has a print

“button” that can be

clicked on to print the

page.

Similar to last

year, there are

also orange “i”

buttons

throughout the

application.

These buttons

can be “clicked”

to display

explanations of

the term or

transaction.

Here the “Status”

is defined and

displayed.

It is also possible to

sort every column in

different ways to

view the information

the way you want.

By clicking in the

shaded box you want

to sort, you will see

an “up” button that

will sort the

information in

ascending order and

click again to see a

“down” button that

will sort the

information in

descending order.

It may be useful to

use this function

when you are

reviewing state level

information.

To review a

prospective or view

their application

information simply

click on their name.

The name will be

highlighted.

Similar to last year

all of the

prospective

volunteer

information from

their application is

displayed.

You can also route

the prospective

volunteer to a

different split state

on this page.

Similar to last year

you can also route

the prospect to

District Coordinator

or other identified

Volunteer and/or

status the prospect

on this page

To route the

prospect to a

District Coordinator

or other identified

Volunteer for review

simply click on the

name you want to

route the

information to.

Note that this year

Volunteers with

other titles can also

be included in this

list and will be

displayed here.

Contact the

National Office if

you have

volunteers that

need access.

If you wish to status

this prospective

Volunteer, simply

click on “Yes” radio

button.

You will have a

variety of status to

select.

Simply click on the

status you want

and select on

“Submit”

This prospective

volunteer status will

still be seen on

your “home” page.

43

Applicant Information Review

• To review the applicant information and status of the review of the

prospect’s application, it is a simple “one click” activity

• Simply click on the name you want to view

• Perhaps filtering by the “status” you want to see

• Approve – Prospect is approved to become a volunteer and can be

scheduled for training, all assessment activity is completed

• In Progress – Activity to assess prospect is underway but is not yet

complete. For example, we are having a problem reaching the applicant

or more information is required

• On Hold – Activity to assess the prospect is complete but you want

to put the decision on hold until next season because no positions are

available or the volunteer will be out of the area during the season

• Reject – Assessment is complete and the prospect will not become a

volunteer

AARP Tax Aide

By clicking on the “i” buttons

definitions for each status.

This may help if you are

unsure of what status to

select.

45

Automatic Email Notification

• Automatic Emails will be generated during key process steps

• Applicant notified after activity status input into the system

• Approved – Applicant notified of approval and that they

will contacted for future training

• Reject – Applicant notified and message concerning

additional volunteer opportunities (“Create the Good”)

notification sent

• On Hold – Applicant notified of status and future

opportunity

• “Re-routing” status to a new state/split state

• Similar notification message to District Coordinator or

new Split state PVC, SC

AARP Tax Aide

New this year is a

local application

option that is

available to all

system users.

By selecting “Add

Prospective

Volunteer” on the

home page, you

can access an

application that

exactly the same as

that provided on the

aarp.org site.

If you recruit locally

this can be a

valuable tool to

collect information

and reduce

administrative

workload.

There are only nine

required entries,

the remainder are

optional (although

almost 90% of

prospects supplied

information on all

questions)

If you forget or skip

a required field a

explanation sign

will pop up. By

clicking on this you

will see an

explanation of what

information is

needed.

As requested, new

“on line” reporting

and tracking of

Volunteer

Prospects beyond

the assessment

stage (training,

testing and

assignment) has

been developed.

Utilization of this

functionality is

optional and can be

customized for local

use by local

Leaders.

Click on “Activity

Summary” to

review summary

reports of prospects

in your area. Totals

for each District will

display.

The status codes

for each prospects

come from two

sources:

-Automatic status

results from Leader

statusing in the

Recruitment system

(Application

Submitted, Routed,

Approved,

Rejected)

-Optional status

occurs after the

prospect is

approved to move

to training and

testing (Did not

complete testing,

Did not pass test,

Did not accept

assignment, Other)

Automatic status

results from

system inputs

Optional

status

codes input

locally

Clicking on the DC

displayed will

produce an on

screen report of all

prospects within the

District (including

those not yet

“routed”).

The check marks

indicate positive

statusing.

To further status a

Prospect (with

optional coding)

simply click on the

prospect name.

The name will be

highlighted.

An optional status code

“box” will display. You

can select as many or

as few as you wish.

Note that you also

provide additional

notes (for analysis or

tracking purposes)

under “Other”

Click “submit” to save

the information to that

prospect’s record.

The record will then

be updated at each

level (District and

State totals)

This type of

information can

provide an accurate

depiction of

volunteer

recruitment and the

reasons for

prospect “losses”.

This can help future

planning and

improvement

strategies.

AARP Tax-Aide System Access and Registration

• Access and register on the AARP Volunteer Portal utilizing the link:

– https://volunteers.aarp.org

• Register with your current Volunteer ID, email address from your VMIS

record

– If needed you can get this this information from your ADS or Volunteer Leaders

• Click on “New Portal Users” on top of page, proceed to Registration page

• If you want, utilize your existing email address and password you use to

access the current Volunteer Recruitment system

– It is recommended to use your current password (Six characters, one

alphanumeric)

• Utilize the same link in the future to return/use the portal

• Communicate issues/problems to the Help Desk or your Senior Field

Support Associate as per the “Volunteer Portal Support Guide”

5353AARP Tax Aide

Recruitment Management Recommendations

• To maximize the use of Volunteer Prospects to serve increasing

communities of need in your area

– Register for and become familiar with the Recruitment System and Portal tools

– Ensure other Volunteer Leaders in your area also utilize the system

– Respond to prospect applications as quickly as possible and communicate to the

prospects to acknowledge their application (see the DC Guide for more direction)

• Utilize the “home page” “filter” of pending prospects by application date to

identify delays

– Decide on how best to utilize “optional” status and reporting within your state or

district organization

– Consider an outreach program (via email, phone or mail) to last season’s

unutilized prospects as a recruitment source

– Consider utilizing prospects available on night and weekends to expand services

to new communities of need

– Offer prospects that cannot perform as counselors other administrative positions

– Attend “Reporting and VMIS” training webinars as needed

5454AARP Tax Aide