expert webinar series - converting volunteers from joiners to stayers with tobi johnson

Type in Chat Box: Think about your last

experience as a newbie. How did it make you feel?

1

© Tobi Johnson & Associates All

rights reserved

+Coming Soon!

April, 2015

• VolunteerPro, a new online learning & networking community for leaders of volunteers


rights reserved

2

May, 2015

• Volunteer Engagement 2.0: Ideas and Insights for Transforming Volunteer Programs in a Changing World,(Wiley & Sons) Chapter 1: "Big Shifts That Will Change Volunteerism for the Better”

Tobi JohnsonTobi Johnson & Associates

A New Vision for Volunteerism206.799.9038

[email protected]

http://www.tobijohnson.com


+

Onboarding Volunteers: Converting Joiners to Stayers

Tobi Johnson, CVA

Wild Apricot Expert Webinar

April 16, 2015

+Today’s Agenda

What is “onboarding” anyway?

Motivations of today’s skilled volunteers

Emotions and expectations

Customizing for levels of engagement

Improving key touch points for volunteers

Promoting volunteer leadership

4


rights reserved

Chat: How would you define volunteer onboarding?

5


rights reserved

+Onboarding Defined

Onboarding refers to the mechanism through which new employees

volunteers acquire the necessary knowledge, skills, and behaviors to

become effective organizational members and insiders.

Bauer, T. N. & B. Erdogan, Organizational Socialization: The Effective Onboarding of New Employees, APA Handbook of Industrial and Organizational Psychology (2011)

Onboarding = Socialization & Community Building

© Tobi Johnson & Associates All rights reserved

TRUST

+The Volunteer Engagement Cycle

Needs Analysis

Recruitment

Screening

PlacementOrientation/Training

Resourcing/Supervision

Recognition

7

Retention

Evaluation


rights reserved

+

A central goal of volunteer onboarding is to convert joiners to stayers.

8


rights reserved

..and leaders.

+For Association Members …

• New Members

• New Event Volunteers

Onboarding

• New Tasks

• New Project Teams

• New Committee Members

• Event Volunteers

Onboarding• New Board or

Governance Responsibility

• New Leadership Roles

Onboarding

9


rights reserved

Depth of Engagement

Onboarding sets the stage for deeper volunteer involvement.

Don’t leave it up to chance.

10


rights reserved

+

Motivating Skilled Volunteers

11


+Volunteer Onboarding

Passion for a cause or

commitment to a

community

12

Opportunity


rights reserved

+Volunteer Onboarding is a Negotiation

Volunteer Expectations

Program Expectations

13


rights reserved

+Motivation: What Doesn’t Work

14

+


rights reserved

+Motivation: What Doesn’t Work

15


rights reserved

+Motivation: What Does Work

Autonomy

• Self-directed

• Task, time, team & technique

Mastery

• Making progress

• Challenges matched with our abilities

Purpose

• Related goals

• Beyond self-interest

• Pursuing on own terms

16

Pink, Daniel, Drive: The Surprising Truth About Motivates What Us, Riverhead Books (2011)


rights reserved

+Research on Volunteer Program ROI

• Examples: Self-directed teams, volunteer-developed plans for completing work, volunteer-developed work processes, volunteer-selected technology tools, etc.

Higher Levels of Autonomy

• Examples: Volunteers orienting new volunteers, volunteers training & coaching new volunteers, training volunteers to be advocates, etc.

Higher Levels of Responsibility

• Examples: volunteer coordination, project leader, fundraiser, volunteer advisory input in program development & decision-making, etc.

Leadership Roles

17

Corporation for National and Community Service, Keeping Baby Boomers Volunteering: A Research Brief on Volunteer Retention and Turnover, report (2007)


rights reserved

Chat: How can you reinforce

autonomy, mastery and purpose in your onboarding

process?

18


rights reserved

+

Onboarding & Emotions

19


+A volunteer’s greatest aspiration is to change the world.

20


“[H]umans have a fundamental need to belong, are incredibly sensitive to their social context, and are strongly

motivated to remain in good standing with their social group and avoid social exclusion.” – Todd Heatherton,

TheNeuroscience of Self and Self-Regulation

21


rights reserved

Newcomers negotiate conflicting emotions– surprise, anticipation, joy, fear, ambiguity, etc. –

as they acclimate to their new surroundings.

22


rights reserved

+SCARF Neuroleadership Model

• relative importance to othersStatus

• ability to know and predict the futureCertainty

• sense of control over eventsAutonomy

• sense of safety with othersRelatedness

• fair exchanges between peopleFairness

23

Rock, David, SCARF: a brain-based model for collaborating with and influencing others, Neuroscience Journal (2008)


rights reserved

+SCARF in Practice

Status

Certainty

Autonomy

Relatedness

Fairness

24


rights reserved

+Ways to Convert Joiners to Stayers

• Establish safety, reinforce connections between values of volunteer and organizationRituals

• Develops social capital, obligation, socializationRelationships

• Increases self confidence, helps connect the dots, provides a roadmap for organizational socialization Training

• Convinces volunteers that they have a true purpose, hassle is truly worth it

Cost-Benefit Analysis

25


rights reserved

+

Levels of Engagement

26


+

Patron

Leader

Worker

Learner

Joiner

Inquirer

Observer

27

Promoter

Task-based

Connection-focused


rights reserved

28

Levels of Engagement


rights reserved

+

Volunteer Touch Points

29


30

Your Volunteer’s Journey

?

Goal = Delight

!!!


rights reserved

31

What Do Volunteers Want?

Key Needs General Customer Service Volunteer Onboarding

Perfect Product

- Does it do what it promised to do- Information was easy to understand

Caring Delivery

- People were friendly- Didn’t feel overly bureaucratic

Timeliness - Didn’t waste my time- Anticipated my needs

Effective Problem Resolution

- Helped me understand standard drawbacks & how to avoid them

- My complaint was handled with courtesy & tact

Adapted from: Inghilleri, Leonardo & Micah Solomon, Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization (AMACOM, 2010) © Tobi Johnson & Associates All

rights reserved

+Volunteer Onboarding Journey Map

1. Identify your onboarding touch points.

2. Include what happens before and after the volunteer experience.

3. Analyze the what the volunteer currently experiences at each step.

4. Brainstorm possible improvements that can be made to the onboarding process.

32


rights reserved

+

Promoting Leadership

33


+

Altruistically-motivated

volunteers …

… tend to take on more leadership responsibilities, than

those who get involved for purely social reasons or self-interest.

Formal leadership programs …

… promote volunteering in new ways, regardless of the

volunteer’s motivations

Programs with team building …

… are where volunteers are more likely to seek out leadership

roles.

34

Bono, Joyce Mark Snyder, and Winny Shen, Fostering Integrative Community Leadership, Leadership Quarterly (April, 2010)

Volunteer Leadership Research


rights reserved

+Integrated Onboarding

Interpersonal Connections

Mentor

Peers

Staff

Organizational Culture

Mission, Vision, Values

Roles

Talking Points

Early Training Support

Starts on Day One

Personal Development

Plans

Bite-Size Content

Exposure to Strategy

Share Program

Goals

Disclose in Layers

Gather New Insights

35

Adapted from: Stein, Mark A. and Lilith Christiansen, Successful Onboarding: A Strategy to Unlock Hidden Value Within Your Organization, (2010)


rights reserved

+What are your next steps?


+Coming Soon!

Live online learning events

Moderated discussion forums

Database of proven plug-n-play tools

Multimedia tutorials

A network of like-minded peers and expert mentors

Compassionate support and deep commitment to your success!

37

A brand new affordable online learning &

networking community for leaders of volunteers.

Don’t miss your chance to be an original Charter Member! Register by May 15: volunteerpro.launchrock.com


rights reserved

+ How will today’s training change how you reach supporters?

38

It’s time for overtime!


rights reserved

Overtime Chat: Based on what you’ve

learned today, what’s one thing you plan to do

differently going forward?

39


rights reserved

+Stay in Touch!

40

Tobi JohnsonTobi Johnson & Associates

A New Vision for [email protected]

www.tobijohnson.com


rights reserved




expert webinar series - converting volunteers from joiners to stayers with tobi johnson

Education

tobi johnson associates1coming

onboarding activities

employee onboarding

stayerstobi johnson

wild apricot expert

new employees volunteers

rights reserved trust

rights reserved process