Ideas for Long Term • You have to do a great job in the short term! • What motivated them initially may have changed … ..you need to know them to understand this. • Keep the work interesting and changing. • Build a relationship with each volunteer. Get to know them helps you understand when the time is right to suggest a change. • Long term volunteers continue to need support, training and recognition . • Long term volunteers have most likely connected to “your cause”. Get their stories. ¡
• They want to see their work having impact, results and tangible rewards. How can you show them the impact? • Volunteers continue to need appreciation and feel honored to help.
If you are having trouble retaining volunteers, ask them for feedback. Find out why they are leaving. Then make the changes that are necessary to improve! Some things you have control over. The climate, how volunteers are treated the first time they come etc. Volunteer profiles have changed. Volunteers today are not willing to do much of the work organizations still offer. Which if you can’t recruit them there is no one to retain.
4 TOP RETENTION STRATEGIES (as identified by Imagine Canada research) 1. Creating a quality volunteer experience 2. Developing a ‘true believer’ in the cause 3. Providing organizational support 4. Ensuring the volunteer ‘gets more than they give’
1. ¡ Creating a quality 1. ¡ volunteer experience Let’s do a quick POLL: “Put ¡yourself ¡in ¡the ¡shoes ¡of ¡a ¡Volunteer…..you ¡have ¡ volunteered ¡to ¡coordinate ¡the ¡next ¡play; ¡set ¡up ¡the ¡ stage ¡for ¡the ¡next ¡musical…or ¡sell ¡drinks ¡during ¡the ¡ intermission ¡or ¡greet ¡the ¡patrons ¡as ¡they ¡arrive ¡to ¡ the ¡theatre. ¡ ¡ • What ¡consRtutes ¡a ¡‘quality ¡volunteer ¡experience?’ ¡
Other retention strategies … ¡ 2. ¡Developing ¡a ¡‘true ¡believer’ ¡ ¡ 3. ¡Providing ¡organizaRonal ¡support ¡ 4. ¡Ensuring ¡the ¡volunteer ¡‘gets ¡more ¡than ¡they ¡give’ ¡ ¡ ¡ (I ¡have ¡provided ¡the ¡slides ¡on ¡the ¡elements ¡ of ¡these ¡later ¡on). ¡ ¡ ¡
¡ ¡ “Individuals who have volunteered in the past cite poor management of their time and talents by nonprofits as the primary reason they stop volunteering.” A Sound Investment: The Value of Adding Volunteer Resources Management to your Philanthropic Portfolio, Volunteer Canada and UPS Study, 2004.
SUMMARY • Working successfully with volunteers is relationship building. • Retention is linked to “what we ask volunteers to do” and the match to what the volunteer wants to do and is motivated to do. Volunteer profiles have changed and volunteers want opportunities where they can use skills/experience and make an impact. • Take control of the things you can change! • Support volunteers for whatever length of time they are with you. ¡ ¡
Best Practice Think of volunteers as “NON- RENEWABLE” Resources. When you think about this … these words come to mind: precious, scarce, unique, limited quantity … .and if we frame volunteers in this way … YOU might just be recruiting less because you are retaining them longer.
Final Questions? • Thank YOU for the opportunity to share my knowledge & experience with you! • Additional resources and links provided for you … slides outlining the key areas identified in the 4 retention strategies. • Let’s consider the questions that you posted in the survey and those on the webinar site. ¡
Questions from the Survey Youth Question: most of our volunteers are youth … they are gone when the commitment is over (some are 40 hrs community service). How can we encourage them to stay on? Ideas: • What did you give them to do? Was it skill based? Great for resume building? Did you help them see the link to employment? Did you give them a reference letter? Did you make it fun? Do you support youth and have a youth-friendly culture? These things go a long way to encouraging youth to stay … but again, youth are busy and like short term opportunities. • If they are off to school or work in another community, link them to an arts group where they are going.
Con8nued… General Volunteer Issues: (Burnout & Commitment); making volunteering fun: volunteer incentives; how to make volunteers self-managed; how to stay connected between seasonal events. Ideas: • FUN – what can you do within the parameters of your work to make it fun? Build fun into planning meetings; do something with the group outside of the organization; attitude & atmosphere (lighten up). • Volunteer Incentives: skill training; transferable skills; tickets to events; find employment; find out what volunteers need. • Self-Managed volunteers: assess what volunteers need to be self-managed? Leadership training; expectations; given freedom to do the work their way? • Stay Connected: send E-newsletter; invite to events; phone calls; invite to focus/planning group (have a virtual volunteer do these things?)
Questions posted today … .or email me …
1. ¡ Creating a quality volunteer 1. ¡ experience • Meeting volunteer expectations • Providing the right amount of supervision, support and recognition • Making volunteers feel part of the team • Giving volunteers respect and involving them in decision-making • Providing meaningful work • Ensuring their time is well spent • Honoring Agreements
2. ¡ Developing a ‘true believer’ in 2. ¡ the cause • When volunteers see value in their contribution • Volunteers see the impact of what they do and how it affects the community • Volunteers find it hard to let go • Volunteers develop a passion – it can increase their commitment • When volunteers themselves have faced an illness, cared for someone with Alzheimer’s or gone hungry – know the impact. What is the impact you see when volunteers help in the arts sector?
3. ¡ Providing organizational 3. ¡ support • They know the organization is committed. Is management, staff and the corporation on board? • Climate is good – is the culture and climate supportive. Volunteers feel this. • Support systems and dedicated resources – orientation, training, reimbursement for out of pocket expenses … • Feel part of a team – energy level increases when people work together. Momentum and camaraderie are important to overall experience.
4. ¡ Ensuring the volunteer ‘gets 4. ¡ more than they give’ • Volunteers will stay longer if training is enhanced and useful to them outside of the volunteer situation. This is “added” value. • They build new skills, new friends, new networks, get a job via the network, reference letter that leads to an interview … out of isolation into meaningful work • Volunteers see positive change has occurred • Volunteers feel wonderful about their contribution
Resources • www.energizeinc.com – Susan Ellis web site lots of topics, back articles on many topics. Books can be purchased online> Keeping Volunteers: A Guide to Retention by Rick Lynch and Steve McCurley • CharityVillage: www.charityvillage.com – research section by topic. Here are three examples: • Ten Tips for Volunteer Retention: article by Andy Teller on Charity Village Thttps://charityvillage.com/Content.aspx? topic=Top_ten_tips_for_volunteer_management_and_retention&last=5 53#.VIHH0DHF9h4ips • Understanding Volunteer Retention: Donna Lockhart for Charity Village https://charityvillage.com/Content.aspx? topic=understanding_volunteer_retention&last=553#.VIHIWDHF9h4 • Series of articles on Engaging Youth also posted on CharityVillage – by Donna Lockhart.
• www.nonprofitscan.ca – research section with many fact sheets by topic • Graff, Linda: Best of All: The Quick Reference Guide to Effective Volunteer Involvement. www.lindagraff.ca • Volunteer Canada: www.volunteer.ca. The Canadian Code for Volunteer Involvement and Screening Resources – Seven Steps. • Volunteer Today Gazette: www.volunteertoday.com • American Soccer Association: 30 Ideas for Retention (sent as attachment for participants).
Please share your feedback by completing the survey below. https://www.surveymonkey.com/s/LYZMLKT If you have questions after the webinar is over, please contact me and I will try to help you! Donna Lockhart, The RETHINK Group donna@rethinkgroup.ca www.rethinkgroup.ca
How to Manage Volunteer Burnout How do you manage volunteer burnout? Managing burnout actually begins from your first contact with volunteers. Get to know them – what motivates them, why they’re serving, what they hope to give and receive from the experience – and then match them with an appropriate volunteer opportunity. As they serve with your organization, watch for signs that they may be getting burned out. Signs may include changes in attendance, attitude or work performance. Volunteer burnout may be rooted in a lack of volunteer infrastructure at the organization. Ask yourself questions such as: Do you adequately support volunteers? Do they understand their roles and know who to go to for additional information? Do the employees or volunteer leaders have the skills to supervise the volunteers? Do you have solid volunteer engagement practices in place? Do volunteers feel appreciated and see how their work is contributing to the mission of your organization? A major cause of burnout is dissatisfaction. Volunteers may want to use or gain new skills. Perhaps they’re tired of their current roles and are looking for a new challenge or even a leadership position. They may feel that their daily tasks don’t align with the position description or recruitment message. Burnout also results when volunteer over-commit themselves to multiple tasks. Staying in contact with volunteers and maintaining open communication can help you spot potential problems before they occur. Tools to consider when Managing Volunteer Burnout At the most basic level, ask! Sit down and talk to your volunteers. Find out if they’re truly burned out and why. More importantly, talk about ways to correct the problem and keep them actively engaged at your organization. Then follow through on your commitments. Another useful practice is to ensure that all employees and volunteer leaders have adequate training to work with volunteers. Anyone who will be leading volunteers should be equipped with the necessary skills to recruit, train, support and recognize volunteers. Even those who aren’t directly working w ith volunteers should understand how volunteers are contributing to the organization. Points of Light HandsOn Network generationOn Corporate Institute AmeriCorps Alums Means Street NW • Suite 210 • Atlanta, GA 30318 600 1625 K Street NW • 5th Floor • Washington, DC 20006 Park Avenue South • 6th Floor • New York, 281 NY 10010
The importance of Managing Volunteer Burnout People volunteer with an organization for a specific, and often very personal, reason. Burn out is a sign that the exper ience didn’t live up to their expectations. Volunteers in this situation won’t offer their best skills and may negatively influence other volunteers. This situation could impact how effectively and efficiently your organization operates. These volunteers will likely stop serving with your organization. Even before they leave, they may share only the negative aspects of their experiences with friends, family or their social media networks, which can in turn affect how the community, potential volunteers and potential funders view your organization. Volunteer Burnout Management Case example A student from a local college volunteered as the lead on a long-term project. Because the project was so large and was going to take several months, he could have easily gotten burned out. To help keep him motivated about the work, we divided the project into several smaller pieces. We celebrated each of these milestones and recognized his work toward the ultimate goal. We also talked often of the impact of this project and encouraged him to take off some time in the summer to prepare for the next semester of college. He just returned this week and is energized and ready for the next phase of the project. Resources for Volunteer Management The insights are primarily based on experience and best practices from HandsOn Network affiliates. However, another contributing factor is volunteer motivation. In The Volunteer Development Toolbox (1993), Marilyn Mackenzie and Gail Moore apply Atkinson an d McClelland’s research on motivation to volunteering. This research suggests that people have motivators that affect how they prefer to be supervised, recognized and placed in jobs or volunteer opportunities. Understanding a person’s primary motivator can help you place and support volunteers and help prevent burnout. Also use these helpful links; Volunteer Recognition http://www.handsonnetwork.org/files/resources/The_Nine_Rules_of_Recognition.pdf Volunteer Leadership http://www.handsonnetwork.org/files/resources/GI_DevelopingVolunteerLeaders_2010_HON.pdf Volunteer Recruitment and Retention http://www.handsonnetwork.org/files/resources/BP_VolunteerRecruitment_2010_HON.pdf Points of Light HandsOn Network generationOn Corporate Institute AmeriCorps Alums Means Street NW • Suite 210 • Atlanta, GA 30318 600 1625 K Street NW • 5th Floor • Washington, DC 20006 Park Avenue South • 6th Floor • New York, 281 NY 10010
30 Fantastic Volunteer Retention Ideas
Self-paced version (Whenever possible, answers and explanations are interjected in yellow) Use mouse click to advance the slides 2010 30 Fantastic Volunteer Retention 2 Ideas
Idea #1 Reward their effort What kinds of things can you give volunteers to reward them? 2010 30 Fantastic Volunteer Retention 3 Ideas
Idea #1 Never under estimate the power of AYSO pins, patches, hats, shirts, jackets, etc. These small items can become cherished collectibles and honored symbols of recognition. 2010 30 Fantastic Volunteer Retention 4 Ideas
True or False? These gifts alone keep volunteers coming back 2010 30 Fantastic Volunteer Retention 5 Ideas
False! All volunteers need to feel that their efforts are appreciated! 2010 30 Fantastic Volunteer Retention 6 Ideas
Idea #2 Match the Reward to the person 2010 30 Fantastic Volunteer Retention 7 Ideas
2010 30 Fantastic Volunteer Retention 8 Ideas
Idea #3 Make new volunteers feel welcome 2010 30 Fantastic Volunteer Retention 9 Ideas
• When do you start? Immediately, from the minute they are recruited! 2010 30 Fantastic Volunteer Retention 10 Ideas
• What are some ways to do this? Ask Board members to work as ambassadors to find, reach out, and thank all volunteers personally. 2010 30 Fantastic Volunteer Retention 11 Ideas
Idea #4 Manage your Region or job with your heart not your head 2010 30 Fantastic Volunteer Retention 12 Ideas
Which is better? A pat on the back and a sincere thank you versus reading a list of names of people you want to thank? “A pat on the back” and sincere thank you 2010 30 Fantastic Volunteer Retention 13 Ideas
Which is better? Offering a spontaneous show of appreciation versus a plaque given at the end of the season? Spontaneous appreciation is always wonderful! 2010 30 Fantastic Volunteer Retention 14 Ideas
Which is better? An RC taking all new Regional board members out to lunch versus buying This lunch is a lunch gift certificate? great! 2010 30 Fantastic Volunteer Retention 15 Ideas
Which is better? Writing a sincere, heartfelt thank you note sent in the mail versus a standard form email sent out to all volunteers? 2010 30 Fantastic Volunteer Retention 16 Ideas
Idea #5 Know your volunteers as people 2010 30 Fantastic Volunteer Retention 17 Ideas
Your volunteers are parents, spouses, community leaders, people with hobbies, etc.. When you get to know your volunteers as people, you establish emotional ties that are the root of high retention. When you look past the job title to the person, you make volunteers feel as if they’re more than the disposable cogs in the machine. 2010 30 Fantastic Volunteer Retention 18 Ideas
Idea #6 Train your volunteers 2010 30 Fantastic Volunteer Retention 19 Ideas
Is training just for coaches and referees? No. Every volunteer will feel better prepared in their jobs and gain greater satisfaction for their effort if they are properly trained. 2010 30 Fantastic Volunteer Retention 20 Ideas
How can you recognize or reward volunteers after training? Mention them in newsletters; give them pins, certificates, and thank them for taking the time to get trained. 2010 30 Fantastic Volunteer Retention 21 Ideas
Idea # 7 Accentuate the positive Catch volunteers doing something good 2010 30 Fantastic Volunteer Retention 22 Ideas
Idea #8 Ditch the “Volunteer of the Year” and go to “Volunteer of the Moment” 2010 30 Fantastic Volunteer Retention 23 Ideas
Idea #9 Survey your staff 2010 30 Fantastic Volunteer Retention 24 Ideas
Who could you survey? What kind of questions could you ask? What is the benefit? 2010 30 Fantastic Volunteer Retention 25 Ideas
• Make sure the survey is anonymous. You’re more likely to get honest feedback • Share the findings – good or bad – with survey volunteers. It will help to foster an atmosphere of open dialogue • Implement as many volunteer suggestions as possible. And, for those that are not implemented, explain the reasons. • Continue to conduct the same survey every year. 2010 30 Fantastic Volunteer Retention 26 Ideas
Idea #10 Praise Beyond Your Region 2010 30 Fantastic Volunteer Retention 27 Ideas
How can you get your Area Director or Area Staff involved in praising or thanking volunteers? How would receiving praise from the Area Level make a volunteer feel? 2010 30 Fantastic Volunteer Retention 28 Ideas
Idea #11 You can’t lead by email alone 2010 30 Fantastic Volunteer Retention 29 Ideas
Give three ideas of the types of acknowledgements, thank you messages or volunteer praises that might be better done by a method of communication other than email Why is email communication not always the best way to retain volunteers? 2010 30 Fantastic Volunteer Retention 30 Ideas
Idea #12 Practice what you Preach 2010 30 Fantastic Volunteer Retention 31 Ideas
Preach the AYSO Philosophies Give an example of how each of the six AYSO philosophies exemplifies volunteer retention How can you use these ideas? 2010 30 Fantastic Volunteer Retention 32 Ideas
Everyone Plays: Every volunteer is important Balanced Teams Open Registration Positive Coaching Good Sportsmanship Player Development 2010 30 Fantastic Volunteer Retention 33 Ideas
Everyone Plays Balanced Teams – We need to thank, acknowledge and reward every volunteer, not just the coaches and referees. It is the “balance” of all the volunteers doing their jobs that makes a Region successful Open Registration Positive Coaching Good Sportsmanship Player Development 2010 30 Fantastic Volunteer Retention 34 Ideas
Everyone Plays Balanced Teams Open Registration – Every parent should volunteer in some way. Volunteering is not just for a few people. Positive Coaching Good Sportsmanship Player Development 2010 30 Fantastic Volunteer Retention 35 Ideas
Everyone Plays Balanced Teams Open Registration Positive Coaching – If we expect parents to volunteer and stay with AYSO each year, then we (the RC and Regional Board) have to be positive role models Good Sportsmanship Player Development 2010 30 Fantastic Volunteer Retention 36 Ideas
Everyone Plays Balanced Teams Open Registration Positive Coaching Good Sportsmanship – One of the secrets of keeping volunteers is to get them together for team building and something fun. Volunteers need to feel that they are part of a team and that they are all valued equally. Player Development 2010 30 Fantastic Volunteer Retention 37 Ideas
Everyone Plays Balanced Teams Open Registration Positive Coaching Good Sportsmanship Player Development – It is just as important to train and develop volunteers as it is players. Volunteers need to have training and support to be successful. 2010 30 Fantastic Volunteer Retention 38 Ideas
Idea #13 Give Volunteers Options 2010 30 Fantastic Volunteer Retention 39 Ideas
Don’t ever ask a question you may not like the answer to. What kind of options could you give volunteers that might make them stay longer? (Different positions? Job sharing responsibilities, training..) What kinds of questions don’t you want to ask? (Do you still want to be…?) 2010 30 Fantastic Volunteer Retention 40 Ideas
Idea #14 Respect your Volunteers’ Time 2010 30 Fantastic Volunteer Retention 41 Ideas
How can you lessen the amount of time your Regional Board members have to devote to their AYSO volunteer positions? What are some time management suggestions you as an RC could give volunteers to help them? 2010 30 Fantastic Volunteer Retention 42 Ideas
Idea #15 Recruit the Right People 2010 30 Fantastic Volunteer Retention 43 Ideas
What are some positive qualities that you would look for in recruiting volunteers? What are the qualities you would want in volunteers you hope will stay with AYSO? 2010 30 Fantastic Volunteer Retention 44 Ideas
• When recruiting volunteers look for a positive attitude, people who like to have fun, have a good work ethic, someone who says, “I love AYSO” • You don’t want anyone who gets easily discouraged when things go wrong. A cheery, upbeat, enthusiastic Regional Board is one of the best selling points to keep your volunteers involved for the long haul. • Each Board member needs to realize that they set the tone for the attitude of all the volunteers who work with them. If a Registrar is anxious and unprepared for registration and makes everyone feel that he/she cannot wait for the process to be over, how excited do you think the workers at registration will be? 2010 30 Fantastic Volunteer Retention 45 Ideas
Idea #16 Remember the Spouses 2010 30 Fantastic Volunteer Retention 46 Ideas
Give us your three best ideas. Do any of your Regions do anything that would involve spouses in the volunteering process? 2010 30 Fantastic Volunteer Retention 47 Ideas
When planning a “thank you” event, remember to invite the spouses. 2010 30 Fantastic Volunteer Retention 48 Ideas
One RC hosted an end of the year party to recognize all the dedicated board members & invited all the spouses. At the dinner he said that he had gifts for all the people who worked hard to make the season so successful. He presented a gift to each spouse with a personalized thank you for their patience and generosity in sharing their spouses with AYSO. 2010 30 Fantastic Volunteer Retention 49 Ideas
Idea # 17 Encourage each board member to develop a “TEAM” concept for the volunteers they work with. 2010 30 Fantastic Volunteer Retention 50 Ideas
How will this get more volunteers involved? How will this help with volunteer retention? 2010 30 Fantastic Volunteer Retention 51 Ideas
Make volunteering meaningful. Keep your volunteers by balancing the busy work with meaningful jobs and responsibilities. Include them in your Region’s planning and decision - making so that they have a vested interest in the future of the program. Have a registration team, made up of all the faithful workers, or a field maintenance team that meets once a year for a planning session. Make this as social an event as possible. Serve pizza at a church hall, followed by a planning meeting. Give each member of the team some small project or something to report on. This will make each member of the team feel needed. This is a great way to divide your job up and delegate to other people. Notice who performs well and be sure to reward with praise. 2010 30 Fantastic Volunteer Retention 52 Ideas
Idea #18 Whenever possible, recognize volunteers in a public way in front of their peers 2010 30 Fantastic Volunteer Retention 53 Ideas
Give us your three best ideas At what other events could recognition take place? It doesn’t always have to be at an AYSO function. 2010 30 Fantastic Volunteer Retention 54 Ideas
Idea #19 Talk about volunteers in a positive way behind their back. 2010 30 Fantastic Volunteer Retention 55 Ideas
Nothing pleases a volunteer more than to hear that their special efforts were mentioned at a Regional Board meeting or at a coaches or referee meeting. Any ideas? 2010 30 Fantastic Volunteer Retention 56 Ideas
Idea #20 Don’t Deceive Volunteers 2010 30 Fantastic Volunteer Retention 57 Ideas
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