Motivating & Motivating & Engaging VolunteersEngaging Volunteers

Joyce Lewis-AndrewsJoyce Lewis-Andrews

June 2011June 2011

What are the benefits?What are the benefits?

What are the benefits?What are the benefits?1.1. Loyal volunteers can help you to get Loyal volunteers can help you to get

your product (programs or services) to your product (programs or services) to market.market.

2.2. Engaged volunteers bring diverse points-Engaged volunteers bring diverse points-of-view to your organization.of-view to your organization.

3.3. Greater cost-effectiveness allow more Greater cost-effectiveness allow more dollars to be mission-related.dollars to be mission-related.

What are the benefits?What are the benefits?4.4. Valued volunteers improve the Valued volunteers improve the

reputation of your organization.reputation of your organization.5.5. You can demonstrate to funders that You can demonstrate to funders that

your organization receives public support your organization receives public support in the form of volunteer hours.in the form of volunteer hours.

6. 6. Dedicated volunteers become passionate Dedicated volunteers become passionate ambassadors of the organization.ambassadors of the organization.

Consider Six Trends Consider Six Trends Affecting VolunteerismAffecting Volunteerism

Recognizing the current Recognizing the current volunteer climate volunteer climate

(market) allows us to (market) allows us to better identify strategies better identify strategies

for motivating and for motivating and engaging volunteersengaging volunteers

Volunteer Trend #1Volunteer Trend #1In 2009, 63.4 million In 2009, 63.4 million Americans or 26.8 percent Americans or 26.8 percent of the adult population of the adult population contributed 8.1 billion contributed 8.1 billion hours of volunteer service hours of volunteer service worth $169 billion. The worth $169 billion. The 2010 estimated dollar 2010 estimated dollar value for volunteer time value for volunteer time by Independent Sector by Independent Sector rose to $21.36. rose to $21.36.

Trend #1StrategiesTrend #1StrategiesBuild a Volunteer-Centric CultureBuild a Volunteer-Centric Culture

Find ways to measure, communicate and Find ways to measure, communicate and acknowledge the dollar value that acknowledge the dollar value that volunteers provide to your organization. volunteers provide to your organization. This hard data is also critical to the decision-This hard data is also critical to the decision-making process of investing more time and making process of investing more time and money into developing volunteer talent.money into developing volunteer talent. Create a new volunteer packet and/or Create a new volunteer packet and/or networking event to enetworking event to encourage a welcoming ncourage a welcoming and inclusive volunteer culture. and inclusive volunteer culture.

Trend #1StrategiesTrend #1Strategies AdoptAdopt a volunteer philosophy statement a volunteer philosophy statement on the value volunteers bring to the on the value volunteers bring to the organization and the role they play. Ensure organization and the role they play. Ensure that staff members throughout the that staff members throughout the organization are familiar with it. organization are familiar with it. Develop an organizational climate that Develop an organizational climate that places decision-making and awareness of places decision-making and awareness of changing volunteer conditions at the center changing volunteer conditions at the center of executive decisions.of executive decisions.

Trend #1StrategiesTrend #1Strategies Review volunteer policies and procedures. Review volunteer policies and procedures. Without compromising risk management, Without compromising risk management, determine if organizational safeguards can determine if organizational safeguards can be put into place without overwhelming be put into place without overwhelming volunteers.volunteers. Align your customer service and conflict Align your customer service and conflict resolution practices into your volunteer resolution practices into your volunteer management principles such as timely call-management principles such as timely call-backs, correct answers and active listening.backs, correct answers and active listening. Encourage board members to designate Encourage board members to designate their annual gift “in tribute” to a dedicated their annual gift “in tribute” to a dedicated volunteer.volunteer.

Volunteer Trend #2Volunteer Trend #2Despite the challenges of Despite the challenges of a tough economic a tough economic situation, the situation, the volunteering rate held volunteering rate held steady between 2007 and steady between 2007 and 2008, while the number of 2008, while the number of volunteers slightly volunteers slightly increased by about one increased by about one million. The volunteer million. The volunteer rate in 2010 was similar rate in 2010 was similar (62.8 million people), (62.8 million people), although down from 2009.although down from 2009.

Trend #2 StrategiesTrend #2 StrategiesBe Responsive to Volunteer NeedsBe Responsive to Volunteer Needs

It’s easier to retain existing volunteers, It’s easier to retain existing volunteers, rather than recruit new ones. A study rather than recruit new ones. A study commissioned by the UPS Foundation found commissioned by the UPS Foundation found that two-fifths of volunteers stopped that two-fifths of volunteers stopped volunteering for an organization at some volunteering for an organization at some time because of one or more poor volunteer time because of one or more poor volunteer management practices (poor follow-through management practices (poor follow-through with volunteers, forgetting to thank them, with volunteers, forgetting to thank them, poor communication, lack of support or poor communication, lack of support or training, unclear roles, and out-of-pocket training, unclear roles, and out-of-pocket costs). costs).

Trend #2 StrategiesTrend #2 Strategies Ask volunteers on the application what Ask volunteers on the application what they are looking for in a volunteer they are looking for in a volunteer opportunity, how you can make them feel opportunity, how you can make them feel rewarded, valued or appreciated, and how rewarded, valued or appreciated, and how they’d like you to communicate with them. they’d like you to communicate with them. If you are addressing issues or changes If you are addressing issues or changes that impact volunteers, give them a voice or that impact volunteers, give them a voice or a seat at the table.a seat at the table. Include volunteer communication Include volunteer communication elements into your emergency or crisis elements into your emergency or crisis plans.plans. Offer transportation or arrange carpools Offer transportation or arrange carpools for volunteers.for volunteers.

Trend #2 StrategiesTrend #2 Strategies Give volunteers the opportunity to “rate” Give volunteers the opportunity to “rate” or evaluate every assignment. Follow-up or evaluate every assignment. Follow-up immediately with any concerns or problems.immediately with any concerns or problems. Have a suggestion box for volunteers Have a suggestion box for volunteers (email or on site). Gather volunteer input on (email or on site). Gather volunteer input on additional training or development needs.additional training or development needs. Offer volunteer opportunities that draw on Offer volunteer opportunities that draw on the experience the experience oror interests of retirees and interests of retirees and workers in career transition.workers in career transition.

Trend #2 StrategiesTrend #2 Strategies Consider volunteers when creating an Consider volunteers when creating an “internal” communications plan. They “internal” communications plan. They shouldn’t be the last-to-know, but neither shouldn’t be the last-to-know, but neither should they feel like they’re being should they feel like they’re being spammed.spammed. Have someone dedicated to acting as a Have someone dedicated to acting as a volunteer host or greeter at each event or volunteer host or greeter at each event or assignment to provide information in a assignment to provide information in a friendly, welcoming way and thank them for friendly, welcoming way and thank them for showing up.showing up.

Volunteer Trend #3Volunteer Trend #3Today’s volunteers Today’s volunteers want short-term want short-term assignments. assignments. Reluctance to commit Reluctance to commit to a long-term to a long-term volunteer assignment volunteer assignment is so prevalent that is so prevalent that it's moving from a it's moving from a trend to an trend to an established fact. established fact.

Trend #3 StrategiesTrend #3 StrategiesDemonstrate Flexibility and CreativityDemonstrate Flexibility and Creativity

There are great ways to involve people There are great ways to involve people who would be willing to do some work but who would be willing to do some work but don't want to be bogged down by endless don't want to be bogged down by endless meetings. Single days of service, such as meetings. Single days of service, such as Make a Difference Day; Martin Luther King, Make a Difference Day; Martin Luther King, Jr., Day of Service; Join Hands Day; and Jr., Day of Service; Join Hands Day; and United Way Day of Caring, are proliferating. United Way Day of Caring, are proliferating. Agencies are reporting that many Agencies are reporting that many volunteers use such single days of service volunteers use such single days of service to “audition” organizations with which they to “audition” organizations with which they might establish a more ongoing relationship.might establish a more ongoing relationship.

Trend #3 StrategiesTrend #3 Strategies Families are seeking affordable Families are seeking affordable opportunities where they can volunteer opportunities where they can volunteer together. Look for ways to tie a day of together. Look for ways to tie a day of volunteer service to a project where the volunteer service to a project where the abilities of various aged family members abilities of various aged family members can contribute—working together, but also can contribute—working together, but also having opportunities to interact with others. having opportunities to interact with others. Corporations with volunteer work Corporations with volunteer work programs or those looking for a team-programs or those looking for a team-building experience are ideal for episodic building experience are ideal for episodic volunteer placement. Corporate volunteers volunteer placement. Corporate volunteers also offer agencies with potential board also offer agencies with potential board members and financial support.members and financial support.

Trend #3 StrategiesTrend #3 Strategies Systems of volunteer management Systems of volunteer management (application, training, recognition, etc.) are (application, training, recognition, etc.) are needed for short-term and episodic needed for short-term and episodic volunteers. The risk is in assuming that volunteers. The risk is in assuming that these ad hoc volunteers require less these ad hoc volunteers require less attention. Rather, suggest that staff or attention. Rather, suggest that staff or board members find ways to identify, board members find ways to identify, support, nurture and acknowledge all support, nurture and acknowledge all volunteer contributions—large and small. volunteer contributions—large and small.

Volunteer Trend #4Volunteer Trend #4Nonprofit staff members Nonprofit staff members are stressed and time-are stressed and time-starved. Yet many have starved. Yet many have earned the reputation of earned the reputation of rewarding good volunteer rewarding good volunteer work with work with moremore volunteer volunteer work, meaning that we work, meaning that we often burn out our best often burn out our best people. people.

Trend #4 StrategiesTrend #4 StrategiesAvoid OverloadAvoid Overload

Build in succession planning and term Build in succession planning and term limits into your volunteer positions. limits into your volunteer positions. Enforced rotation of board members, Enforced rotation of board members, committee chairs and other functions gives committee chairs and other functions gives newer volunteers room to grow. newer volunteers room to grow. Consider a coaching or mentoring Consider a coaching or mentoring program to partner veteran volunteers with program to partner veteran volunteers with new ones.new ones. Break down positions loaded with Break down positions loaded with responsibility into bite-sized pieces, and responsibility into bite-sized pieces, and encourage “job sharing”.encourage “job sharing”.

Trend #4 StrategiesTrend #4 Strategies With volunteer input, create simple “how-With volunteer input, create simple “how-to” guides for signature programs and to” guides for signature programs and events.events. On an annual evaluation ask: “Would you On an annual evaluation ask: “Would you recommend volunteering with our recommend volunteering with our organization to a friend?” and develop a organization to a friend?” and develop a referral process or bonus.referral process or bonus. Treat all volunteers fairly, consistently and Treat all volunteers fairly, consistently and equally. Avoid favoritism.equally. Avoid favoritism. Ask frequently, “How can we make your Ask frequently, “How can we make your job easier?”job easier?”

Volunteer Trend #5Volunteer Trend #5Pittsburgh ranks #16 in Pittsburgh ranks #16 in the nation with young the nation with young adult (age 16-24) adult (age 16-24) volunteer rates at 23.7% volunteer rates at 23.7% in 2009. However, WHY in 2009. However, WHY they choose to volunteer they choose to volunteer is very specific.is very specific.

Trend #5 StrategiesTrend #5 StrategiesCreate the Right ConnectionsCreate the Right Connections

Project a culture of citizenship that is Project a culture of citizenship that is necessary to make change. Recruit to a necessary to make change. Recruit to a cause, purpose or pressing need (rather cause, purpose or pressing need (rather than a task), and reward younger volunteers than a task), and reward younger volunteers for specific achievements—communicating for specific achievements—communicating the impact or outcomes in which they have the impact or outcomes in which they have directly helped the organization achieve.directly helped the organization achieve.

Trend #5 StrategiesTrend #5 Strategies Ask volunteers if they would like you to Ask volunteers if they would like you to recognize their efforts by sending letters to recognize their efforts by sending letters to their employer or school (have them provide their employer or school (have them provide you with the contact info). Recognition can you with the contact info). Recognition can also be sent to local newspapers and also be sent to local newspapers and company newsletters.company newsletters. Let younger (newer) volunteers come up Let younger (newer) volunteers come up with project ideas and solutions.with project ideas and solutions. Offer real-world career experience OR Offer real-world career experience OR unique social opportunities.unique social opportunities.

Trend #5 StrategiesTrend #5 Strategies Be a friend on FB, follower on Twitter, or Be a friend on FB, follower on Twitter, or offer a recommendation on LinkedIn. offer a recommendation on LinkedIn. Online relationships will never totally Online relationships will never totally replace face-to-face opportunities with replace face-to-face opportunities with volunteers. Bear in mind, you may have to volunteers. Bear in mind, you may have to adjust your traditional thinking for younger adjust your traditional thinking for younger volunteers managing studies, jobs, friends volunteers managing studies, jobs, friends and family responsibilities. Your annual and family responsibilities. Your annual volunteer appreciation event may not be volunteer appreciation event may not be well-attended by this group if it means well-attended by this group if it means adding something else to their hectic adding something else to their hectic schedule. Catch them during their volunteer schedule. Catch them during their volunteer assignments to ensure some one-on-one assignments to ensure some one-on-one time.time.

Trend #5 StrategiesTrend #5 Strategies Utilize technology. Younger volunteers Utilize technology. Younger volunteers expect immediate connections and expect immediate connections and responses (preference to mobile devices).responses (preference to mobile devices). Explore online training and mentoring, Explore online training and mentoring, campus volunteering in exchange for campus volunteering in exchange for service-learning credit or certifications for service-learning credit or certifications for training. training. Younger volunteers may not have the Younger volunteers may not have the financial resources needed to volunteer financial resources needed to volunteer (consider mileage reimbursement, paid (consider mileage reimbursement, paid screening, free lunches, babysitting screening, free lunches, babysitting services, etc.)services, etc.)

Trend #5 StrategiesTrend #5 Strategies Provide volunteers with titles that are Provide volunteers with titles that are appealing and reflective of the work they appealing and reflective of the work they do, but that also encourage progression and do, but that also encourage progression and promotion within the organization.promotion within the organization. Send notes to families of volunteers—Send notes to families of volunteers—thanking them for letting you borrow some thanking them for letting you borrow some of their time to help your cause.of their time to help your cause.

Volunteer Trend #6Volunteer Trend #6As the economy struggles As the economy struggles to recover, and nonprofit to recover, and nonprofit organizations continue to organizations continue to provide services on provide services on smaller budgets, smaller budgets, volunteers become even volunteers become even more vital to the health of more vital to the health of our nation’s communities. our nation’s communities. Almost no nonprofit Almost no nonprofit organization is planning a organization is planning a decrease in their decrease in their volunteer usage.volunteer usage.

Trend #6 StrategiesTrend #6 StrategiesStand Out from the CrowdStand Out from the Crowd

Provide professional development Provide professional development opportunities to staff who utilize volunteers opportunities to staff who utilize volunteers or to those who would benefit from utilizing or to those who would benefit from utilizing volunteers. volunteers. Nationally, one-third of paid Nationally, one-third of paid nonprofit staff who manage volunteers have nonprofit staff who manage volunteers have never had any formal training in volunteer never had any formal training in volunteer administration and management. Learning administration and management. Learning to delegate effectively and being prepared to delegate effectively and being prepared for volunteers is not “second nature”, for volunteers is not “second nature”, however it is critical to volunteer however it is critical to volunteer satisfaction. satisfaction.

Trend #6 StrategiesTrend #6 Strategies Recruitment of volunteers has become Recruitment of volunteers has become more competitive, and must be more more competitive, and must be more targeted and strategic—a critical part of targeted and strategic—a critical part of your organization’s overall marketing plan. your organization’s overall marketing plan. Capture and use actual volunteers’ Capture and use actual volunteers’ testimonials and stories in your methods.testimonials and stories in your methods. Provide training and development Provide training and development opportunities that will make volunteers opportunities that will make volunteers successful with your organization and successful with your organization and enhance their professional or personal life enhance their professional or personal life as well.as well.

Trend #6 StrategiesTrend #6 Strategies Volunteers are more likely to donate to Volunteers are more likely to donate to their “favorite” charity than non-volunteers, their “favorite” charity than non-volunteers, yet it is rare to see fund development and yet it is rare to see fund development and volunteer management work hand-in-hand volunteer management work hand-in-hand to create a cultivation plan. to create a cultivation plan. Personalize correspondence to your Personalize correspondence to your volunteers (just as you do your donors), and volunteers (just as you do your donors), and remember birthdays, holidays or remember birthdays, holidays or anniversary dates. anniversary dates. Provide volunteers with name badges Provide volunteers with name badges and/or business cards.and/or business cards.

Trend #6 StrategiesTrend #6 Strategies Invite a volunteer to go with you to meet Invite a volunteer to go with you to meet with a funder—sharing their story and with a funder—sharing their story and reasons for contributing their time to your reasons for contributing their time to your organization.organization. Nominate exceptional volunteers for Nominate exceptional volunteers for national or visible awards such as the national or visible awards such as the Prudential Spirit of Community Award, Prudential Spirit of Community Award, Athena Award, Jefferson Awards, etc.Athena Award, Jefferson Awards, etc. Find ways to say “Thank You” at every Find ways to say “Thank You” at every possible opportunity.possible opportunity.

Today’s Summary:Today’s Summary: Build a Volunteer-Centric Culture Be Responsive to Volunteer Needs Demonstrate Flexibility and Creativity Avoid Overload Create the Right Connections Stand Out from the Crowd

Motivating & Engaging Motivating & Engaging VolunteersVolunteers

Thank You!Thank You!