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TRANSCRIPT
WELCOME TO
“Leveraging Goodwill: Inspiring Deeper Volunteer Engagement Through Better
Onboarding"
Presenter: Tobi Johnson Facilitator: Magda Hageman-Apol
The webinar will begin at 3:30 p.m. Eastern Standard Time
WEBINAR TIPS
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Your microphone or telephone will muted but you can ask questions throughout the webinar, as shown on the next
slide.
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[Webinar] Leveraging Goodwill: Inspiring Deeper Volunteer Engagement Through Better Onboarding
Tobi Johnson, MA, CVA April 14, 2016
@volpronet #futurevolunteers
+ Presenter
Tobi Johnson, MA, CVA President & Founder Tobi Johnson & Associates | VolunteerPro [email protected]
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+ Today’s Agenda n How to design high-‐impact, high-‐satisfaction volunteer roles
n How to support the needs of volunteers at different levels of engagement
n How to manage a volunteer onboarding process to scale and still maintain personalized connections without extra effort
n How to tap the skills of volunteers and co-‐workers to help, so you aren’t left “doing it all”
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+ Ad Council Campaign
n Starts in June
n Will last 3 years
n Expected an increase in volunteer interest
n More info available from MOWAA staff
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+ What Could Go Wrong?
n Organization respond quickly (or at all)
n Volunteers get through screening & training, but don’t get appointed
n Volunteers are not matched with jobs they enjoy
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+ Preventing Loss
§ How can we anticipate new volunteer needs?
§ How can we be more efficient?
§ How can volunteers & co-‐workers help?
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10 What Do Customers Value? Key Needs For Customers in General For Volunteers
1) Perfect Product/Service
• Does what it promised to do • Info was easy to understand
2) Caring Delivery • People were friendly • Didn’t feel overly bureaucratic
3) Timeliness • Didn’t waste my time • Anticipated my needs
4) Effective Problem Resolution
• Helped me better understand standard drawbacks & how to avoid them
• My complaint was handled with courtesy & tact
Adapted from: Leonardo Inghilleri & Micah Solomon, Exceptional Service: Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization, AMACOM (2010)
• Assignment reflected what was promised
• Info was easy to understand
• My work was meaningful • Didn’t waste my time
• I was able to be an equal partner • My work was acknowledged
• I was able to make a difference • I was challenged to grow • I was asked for my input • My complaint was handled with courtesy & tact
+ Four Dimensions of Satisfaction
• Freedom in deciding how to carry out assigned tasks
• The relationships they form as a result of their volunteer work
• His or her work makes a difference
• Adequate planning, training, & support for specific tasks
Organization Support
Participation Efficacy
Empower-‐ment
Group Integration
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Adapted from: Galindo-Kuhn, Roseanna and Guzley, Ruth M.(2002) 'The Volunteer Satisfaction Index', Journal of Social Service Research, 28: 1, 45-68.
Volunteer Role Design
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Step 1 -‐-‐ Brainstorm all tasks that need to be done & problems that need to be solved.
Step 2 -‐-‐ Write one task per post-‐it, and put
them all up on the wall.
Step 3 -‐-‐ Identify which tasks can ONLY be done by paid staff.
Step 4 -‐-‐ Remove paid staff responsibilities from the larger group.
Step 5 – Cluster remaining tasks into
groups of similar duties.
Step 6 -‐-‐ Create a team description & list their
responsibilities.
Step 7 -‐-‐ Identify which staff or volunteer will support which team.
Step 8 -‐-‐ Create one-‐page volunteer position descriptions for each
team.
Step 9 – Prioritize; start with positions that will have the most impact.
Step 10 – Place your first volunteers.
Workforce Needs Analysis
14 Workforce Needs Analysis
+ Elements of Job Satisfaction
Task Variety
• Uses the different skills & talents of the volunteer
Task Identity
• Allows the volunteer to complete some tasks from beginning to end
Task Significance
• Volunteer believes the job has a substantial impact on others & the organization’s mission
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ORG
Office Support & Internal
Information Sharing
Direct Service or Operations
Volunteer Recruitment & Marketing
Onboarding & Training
Outreach & Community Education
Evaluation &
Technology
Leadership &
Fundraising
A Variety of Needs & Roles
Volunteer Work Areas Always… 1. Direct Service 2. Marketing 3. Office Help 4. Research 5. Others?
Volunteer Job Types
Rotation
Substitute
Team Volunteering Family Volunteering
Segmentation
Seasonal
Job Sharing
Virtual
Traditional
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Discussion: What new volunteer roles do you plan to add? How will you ensure
they inspire high job satisfaction?
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Levels of Engagement
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Volunteers want to be part of something
bigger than themselves.
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Levels of Engagement 21
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• WOW! Factors • Compelling Stories of Change • Positive Image of Program & Volunteering
• Clear Call to Action • Easy to Share Information
Outreach & Marketing
• WOW! Factors • Efficient Application Process • Clear Job Descriptions • Community Need & Solution • Will I be Able to Help? • What’s in it for Me?
Application • WOW! Factors • Ways to Make a Difference Early
• Established Schedule • Clear Expectations • Volunteer ID/Other Identifier
Placement
• WOW! Factors • Reinforced Connection to Org • Friendly Staff & Volunteers • Motivational Orientation Training • Volunteer Manual
Orientation
Volunteer Touch Points 22
Observer Inquirer Joiner Learner
Onboarding to Scale
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Onboarding sets the stage for deeper volunteer involvement.
Don’t leave it up to chance.
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+ 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
Adapted from: Mark A. Stein and Lilith Christiansen, Successful Onboarding: A Strategy to Unlock Hidden Value Within Your Organization, McGraw-Hill Education (2010)
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Online Registration Form
n Contact Info n First, Last, Mobile Phone, Email, Snail Mail
n Roles & Preferences (include Min Qualifications) n Special Skills, Availability, etc.
n Special Needs n Mobility, Dietary, etc.
n Emergency Contact
n How Did You Hear About Us?
n What Excites You About Volunteering for us?
Managing High-‐Volume Applicants
Event Software Ideas
n Your Org’s Event, Volunteer, or Donor Software
n www.signupgenius.com
n www.volunteerhub.com
n www.event-‐essentials.net/
n www.volunteerspot.com/
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Email Upon Volunteer Appointment – What We’re About, New Volunteer Orientation Save the Date!
Email 1 Month Before Orientation/Start Date – What to Expect, Success Stories
Email 1 Week Before Orientation/Start Date – Logistical Details • Phone Call One Day Before Orientation/Start Date – Last Minute Reminder
Email 1 Week After Orientation/Start Date – Thank You! & Request for Suggestions • Handwritten Note Within 1 Week of Event – Thank You! & Recap of Success
Volunteer Welcome Emails
Bonus WOWs! n Welcome videos & testimonials n Links to cause-‐related articles, ebooks, etc. n Ways to customize their email preferences n Short, online learning opportunities (video, recorded webinar, fun quiz, etc.)
n Links to subscribe for other mailing lists of interest n Connection to a new volunteer “buddy” or guide n “Tell a friend” e-‐cards
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Motivation (exercising values & beliefs)
Trigger (event)
Motivation (having influence)
Opportunity (linking people)
Resources (self confidence)
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Self-‐assessment and matching starts before the
volunteer’s first day
• Volunteer recruitment language • Images you use on your web page • Volunteer testimonials • What people say about your org
What the volunteer believes they are capable of doing
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Time Topic Presenter 10 minutes Welcome & Introductions
Board Chair
5 minutes Goals of Event
Service Beneficiary
10 minutes Event Logistics
Volunteer Coordinator
5 minutes Safety HR Director or Safety Team Leader
10 minutes Shift Schedule/Teams
Team Leaders/ Volunteer Coordinator
5 minutes Wrap Up
Executive Director
Total Time: 45 minutes
Time Topic Presenter 5 minutes Welcome & Goals of Event
Executive Director
5 minutes Team Logistics Team Leaders 5 minutes
Thank You/What’s Next
Volunteer Coordinator
Total Time: 15 minutes
Time Topic Presenter 5 minutes Instructional Email/Video
Volunteer
Varies On-the-Job Training Team Leaders
Total Time: Varies
Less Complexit
y/Less Risk
Flexible Volunteer Orientations 30
+ Volunteer Interest Worksheet
I am passionate about …
I am happy to help with …
I want to learn how to …
Please don’t ask me to …
I thought you should also know …
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Discussion: How can you improve your current
onboarding process? Where can you realize greater
efficiency?
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Tapping the Skills of Others
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Volunteer Coordinator
Team Lead
Volunteer Team Member
Volunteer Team Member
Team Lead
Volunteer Team Member
Volunteer Team Member
Structuring Your Team 34
+ Educating Team Leaders
n History of Volunteerism at Org
n Benefits of Volunteers
n Relationship to Agency Goals
n Philosophy of Vol Involvement
n The Importance of Teamwork
n How Success is Defined
n Responsibilities of Paid Staff
n Lines of Communication
Persuasion/Delegation
Coaching/Conflict
Resolution
Negotiation/Alternate Decision-‐Making Models
Teamwork/Collaboration
Supervisory Foundations
+ Philosophy of Volunteer Engagement
For Example:
“Volunteers are a valued as an essential part of accomplishing the [agency] mission to reach out and deliver [agency] services with compassion and care. Volunteers provide education and information that empowers Medicare recipients to make informed decisions about their health care coverage options, rights, and benefits. Through their unique skills and talents,
volunteers augment the work of paid staff and expand our services far beyond our agency doors into new and diverse communities in need.”
Importance of Volunteers + Standards/Characteristics + Tasks + Results
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+ Ambassador Toolkits
ü Cover letter from you
ü Your contact info
ü Who else is helping
ü Volunteering basics/timeline/FAQs
ü Hyperlinks/ HTML Code/Logos
ü Sample Tweets, Facebook posts
ü Sample Blog post/Newsletter article
ü Marketing materials
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+ Building a Human Resources Plan
Onboarding Training
Drivers/Scheduling Administrative
Evaluation
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Roles Phased In by Priority Level
+ Building a Human Resources Plan
Volunteer Roles Total Needed
By When
Shifts (days, times) When to Start Phasing In
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“You are capable of more than you know. Choose a goal that seems right for you and strive to be the best, however hard the path. Aim high. Behave honorably. Prepare to be alone at times, and to endure failure. Persist! The world needs all you can give.”
-‐-‐ E.O. Wilson, the world’s leading authority on
ants
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+ What are your next steps?
Q&A
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