Volunteer Outreach Training
Why Outreach Calls Matter • Help our advisors become aware of immediate student needs. • Alert us to students who need to update their contact information.
A Few Housekeeping Items Please Enable Video Have a Comment or Question? Share a Reaction Please Mute Microphone
Introductions! Please tell us your name and the city you’re joining from
Training Overview • Program staff • Outreach expectations • Types of outreach • Best practices • Active listening exercise • Feedback • Next steps
Programming Lead Advisors Michelle Mahoney Anny Guerrero Syracuse “B” Utica “A”
Access & Success Advisors Casey Williams Oandhi Brown Kishma Alexander Nicole Damboise LuPway Doh Syracuse “A” Syracuse “D” Syracuse “C” Syracuse “E” Utica “B”
Career Services Advisors Latasha Luckie Syracuse
Commitment • Volunteers involved in outreach commit to making 20 calls per month, using their own phone, according to their own schedule and availability. • This role has a quarterly commitment.
General Expectations • Always leave a call back number. • Protect the student’s identity and contact information. • Return voicemails and texts within 24 hours. • Submit feedback using the Volunteer/ Student Interaction Form. • Let the Volunteer Coordinator know if you need a break.
Contact Lists • All volunteers start will 20 student names, unless otherwise requested. • On a quarterly basis, Lead Advisors will replace your contact list. – You may continue reaching out to students you have previously spoken with, just email the Volunteer Coordinator and Lead Advisor the list of student names.
Recurring Outreach Start of semester Aug/ Sep Feb Mid-semester Oct/ Nov Mar/ Apr End of semester Dec May College break Jan Jun/Jul Note: • Lead Advisors will provide a new student list each quarter. • Submit feedback using the Volunteer/ Student Interaction Form. • Question categories will be announced each month by the Volunteer Coordinator.
Non-recurring Outreach Graduation calls Dec May Event announcements Year-round Career services check-in Note: • Career Services Advisors will provide a student list for each opportunity a volunteer signs-up for. • Submit feedback on the student list. • Undergraduate students may only take part in non-recurring outreach.
Active Listening is Our Goal • Get students to share more. • Keep students engaged in the program. • Validate student feelings. • Create accountability and vision.
Addressing Mental Wellness • Normalize conversations about mental wellness. • Remove stigmas towards individuals coping with mental wellness issues. • You might be the first person to tell them it’s ok to talk about!
Introducing Yourself • Hi [name], my name is Katie and I’m a volunteer working with [Lead Advisor name] at On Point for College. How are you doing today? • I’m helping Michelle keep in touch with On Point students each month. • Clarify what the phone call is about.
Connecting With Students • It’s normal not to connect with everyone. • Students usually answer the phone later in the day. • You may not get to every question in one call.
Poll! What does active listening mean to you?
Active Listening • The ability to focus completely on a speaker, understand their message, comprehend the information and respond thoughtfully.
Barriers to Active Listening • Assumptions or judgements • Minimizing – “I know what you mean” • Making decisions for the student • Offering solutions (wait for the right moment) • Making it about you – “This one time…”
Get Students to Share More • Tone matters! • Rephrasing the question can lead to greater discovery! • Keep it positive, encouraging, and informative! Example: 1. What is your most difficult class? 2. What is the most difficult part of that class? 3. When is your next exam or assignment? 4. What goal do you want to achieve by the end of this class?
Keep Students Engaged • Talk about On Point services. • Advertise our social media. • opfc.cc/help - Students can sign- up for tutoring, mentoring, mock- interviews and more.
Group Exercise! Active listening in action…
Feedback is Everything • Helps us keep accurate student records: • When was the student last contacted? • What was the student contacted about? • Feedback on attempted interactions helps us find new avenues to try and get in touch with our students. • You will be asked to: • Enter basic student information. • Answer questions related to the service provided. • Upload documents related to the support provided. • Notify us if advisor follow-up is required.
Interaction Scenarios Types of calls Response Feedback Spoke with student Call monthly 24-48 hours later Left a message Contact 2x more After 3 rd attempt in same month Voicemail full/ not set up Phone not in service Dropped call/ hang up After 1 st attempt Stop calling Wrong number Number belongs to a relative
Sense of Urgency Topic Response Dropping out of school Academic probation/ warning Depression/ anxiety Urgent Family conflicts or abuse Unplanned pregnancy Access to food/ housing Financial stress Needs advising Financial aid or textbook questions
What’s On The Feedback Form: • You will be asked to: • Enter basic student information. • Answer questions related to the service provided. • Notify us if advisor follow-up is required.
Volunteer/ Student Interaction Form Use this form for recurring calls
Personalized Student List Use this form for non-recurring calls
Check for Understanding • Lead Advisors can help with: • Learning gaps on interactions with students • Updates to contact lists • The Volunteer Coordinator can help with: • Learning gaps on outreach process • Feedback on outreach role • Need a break from outreach
QUESTION & ANSWER
Thank You!
Next Steps • Receive your student contact list by next Friday. • If you would like to start with less than 20 students, let the Volunteer Coordinator know. • If you are an undergraduate student, let the Volunteer Coordinator know. • Access training resources at opfc.cc/forms
Poll! What did you think of today’s training event?
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