Case Study on Working with Volunteers at Chippenham LibrarySummer Reading Challenge 2010

Tracy Hager

tracy.hager@wiltshire.gov.uk

Introduction & Context

• Area Children’s Librarian• Member of the Children’s Team so aware of county-wide issues

– Each library is unique with regard to capacity– Libraries under great pressure and changing rapidly– Librarians can be highly competitive!

(But also very supportive)• My case study is isolated to Chippenham Library• I undertook this case study to reflect on my experiences recruiting

and managing the Summer Reading Challenge (SRC) Volunteers during summer 2010 in Chippenham library.

Wiltshire

In Wiltshire we feel that listening to children talk about their books helps link us to our communities, increases our book knowledge and helps children with their communication skills, confidence and reading comprehension. Without volunteers, we would not have the capacity to engage with these readers as profoundly.

Wiltshire support documents

1. Staff FAQs on recruiting SRC volunteers

2. Poster for SRC volunteers

3. SRC volunteer opportunity description

4. SRC volunteer application form

5. Email template to contact previous SRC volunteers

6. Referee’s letter for SRC volunteer

7. Under 18s consent form & risk assessment

8. Interview questions for SRC volunteer

9. Guidance notes for staff running SRC volunteer training sessions

10. Handout for SRC volunteers

11. Books to recommend for the SRC 2011

12. Volunteer badges

13. Volunteer rota

Document 1Staff FAQs on recruiting SRC volunteers

What is the minimum age for a volunteer?The minimum age for a volunteer is 15, the same minimum age we would recruit a member of staff

How are we publicising the opportunity?Posters will be created centrally and sent out to libraries in March, to display prominently in librariesSH will also arrange for the opportunity to be advertised on the do-it.org.uk volunteering database;

details of any people who volunteer through this route will be emailed to Sarah Hillier, who will forward to the relevant librarian to then contact.

When is the closing date for applications?An early closing date is set for applications (end April), in order for volunteers to go through the CRB

process, however there is leeway with this. If you have a late application from a potentially good volunteer with a current CRB (less than 3 years

old) you can accept this application quite late (May/June), especially if you need more volunteers (this is up to the local librarian).

If you have a late application from a potentially good volunteer (without a current CRB), you can still accept their application, but with absolute deadline of end May (6 weeks before challenge start).

Who requires a CRB check?All new SRC volunteers that do not have a current CRB check (i.e. less than 3 years old and issued

through Wiltshire Council) and are at least 16 years oldCurrent CRB checks issued through Wiltshire Council for people who work in schools or similar are

acceptable15 year olds do not require checksThe potential volunteer needs to bring in the original (or copy) for staff to see.Contact Tracey Kilbane at HQ for CRB application forms and details

Document 3SRC volunteer opportunity description

Title: SUMMER READING CHALLENGE HELPERPlace: Various Wiltshire LibrariesReports to: Community/Children’s LibrarianPurpose:To support children taking part in the Summer Reading ChallengeResponsibilities: • Listening to children talk about the books they have read• Encouraging children in their reading - to complete the challenge• Encouraging children to explore new and different reading choices• Giving out stickers and other incentives• Registering children for the challengeRequirements:likes and is empathetic with children (aged 4-11) – essentialis reliable, friendly and patient - essentialis good at verbally communicating with children, their accompanying family and

friends - essentialHas an interest in books and reading, especially children’s fiction – essential

A reasonable knowledge of current children’s fiction – desirable…

Document 4 SRC volunteer application form

• Summer Reading Challenge Volunteer 2011• Application Form• Library:• Personal Details• Name (Mr/Mrs/Miss/Ms):• Address:• Tel. No:• Email:• Are you over 18? Yes/No• If under 18, please give your age:• Do you consider yourself disabled? Yes/No• Skills and Experience• Please list your skills and any experience which may be relevant to this job:• What is it about this type of voluntary work which interests you?• Would you be interested in other library volunteering opportunities e.g.

Home Library

Document 5 Email template to contact previous SRC volunteers

Dear Volunteer,

It’s coming towards that time of year again where we start preparing forThe summer reading challenge. This year’s challenge, Circus Stars, starts onSaturday 16 July and finishes on Saturday 3 September.

As someone who volunteered for us last year you know what a rewarding experience volunteering in the library can be and what a difference the readingchallenge can make to some children’s reading confidence.

If you would be willing to give up some of your free time to volunteer again, itwould be much appreciated. We do ask for a minimum commitment of 16 hoursover the duration of the challenge.

If you have volunteered for us in the last 3 years we won’t need you to undergoa Criminal Records Bureau check this year. The closing date for summer readingchallenge volunteers is 30 April.Look forward to hearing from you…

Best wishesLibrarian

Document 6 Referee’s letter for SRC volunteer

Name & Address of RefereeDearReference requested for Name of VolunteerYour name has been given by the person named above in support of their application tobecome a Summer Reading Challenge volunteer in [name of] library during July andAugust this year.This opportunity involves registering children aged 4-11 for the Summer ReadingChallenge, listening to them talk about the books read and encouraging their reading, aswell as giving out stickers and other incentives.We are looking for someone who likes and is empathetic with children of this age. Theymust be confident, reliable, friendly and patient, also good at verbally communicating withchildren, their accompanying family and friends. An interest in books and reading is alsoimportant.I would be grateful if you could answer the questions on the accompanying formconcerning the suitability of this applicant for the opportunity I have described.Please return the reference form to the person applying for the volunteering opportunityor to the library mentioned above. Thank you for your assistance in this matterYours sincerelyXXXX

Document 7 Under 18s consent form & risk assessment

Summer Reading Challenge Volunteer 2011Parent / Guardian Consent Form for under 18sI give consent for my son/daughter ……………………………………………………………. (insert full name of child in

BLOCK CAPITALS) to volunteer at ……………. Library as a Summer Reading Challenge Volunteer I confirm that I have read the Summer Reading Challenge Volunteer Role Description I give my consent for library staff to contact my son/daughter via email and/or telephone in relation to the placement I understand that, while the library staff will take all reasonable care of my child, unless they are negligent they cannot be

held responsible for any loss, damage or injury suffered by my son/daughter during the course of their volunteering. I also understand that the library staff are not responsible for the safety or transport of my son/daughter to or from the library. Your Details

First Name: …………………………………Surname: …………………………………Address: …………………………………

…………………………………Postcode: …………………………………Tel No (Home): ………………………… Mobile: .…………………………………Email: …………………………………………………………………………..Signed: …………………………………. (Parent / Guardian)Date: ………………………………….Note: Photographs may be taken that include your son/daughter. If you do not wish such pictures to be used for normal

publicity purposes including publication online, please tick the box: If you have any further questions please get in touch.Insert Name of LibrarianLibrarian, xxxxxx LibraryCommunities, Libraries, Heritage & ArtsWiltshire Council xxxx Library | Address | Address | Town | Wiltshire | PostcodeTel: xxxxxxxxEmail: xxxxxxxxxxx

RISK ASSESSMENT OF SRC VOLUNTEERS UNDER THE AGE OF 18To be completed by the host manager before the SRC commences.It is a statutory requirement that volunteers under 18 are not given duties that: � Are beyond any physical or psychological limitations which they might have;� Expose them to any substance which is toxic or is classified as a carcinogen;� Expose them to ionising radiation;� Expose them to extreme heat, noise or vibration. In addition, all other risks must be assessed and adequately controlled. The significant risks the young person may face during the course of their placement have been

assessed as:� Failure to identify hazards due to inexperience of workplace environment� Injury due to fall from height, objects falling from height, striking against inanimate objects, slips, trips and

falls� Injury due to poor manual handling technique� Injury due to inappropriate behaviour of staff, student or member of the public� Prolonged or inappropriate IT use, exposure to inappropriate materials� Being inappropriately familiar with young childrenThe precautions in place to adequately control the risk or eliminate the hazards are:� The young person will be given an induction on the first day. This will comprise health and safety

procedures, fire and evacuation procedures, first aid, manual handling training and how to report incidents.� They will be supervised at all times during the working day, training and instruction will be provided prior to

beginning tasks/activities� The building and its equipment will be tidy and in good order, loose furniture e.g. kick steps not obstructing

thoroughfares� Working height to be no more than 2 metres above permanent floor level� The young person will be removed from any abusive/confrontational situation� Computers and workstations are compliant with DSE regulations, breaks given regularly, filtering and the

firewall are in place preventing access to inappropriate websites� The young person will not be left alone with young children at any timeThe precautions given above are adequate and in place.Signed by Host Manager;………………………………………Date…/…../…I have received information regarding the risks and control measures involved in this placement.Signed by parent/ guardian……………………………………Date…/…./….

Document 8 Interview questions for SRC volunteer

1. What do they know about the Library Service? What do they know about the Summer Reading Challenge? Depending on the answer - give them an overview

2. What experience do they have had working with children and young people?

3. How good is their children’s book knowledge? Can they talk about some recent children’s books they have read or know about? If they were asked for recommendations how would they reply? (we will give some training but it will be limited)

Ask if they have any questions

Document 8 Interview questions for SRC volunteer

(What we are looking for- asking for examples)

• Affinity with children• Active listening skills• Encouraging children in their reading• Giving out incentives• Ability to deal with challenging customers• Availability and commitment• Reliability• Knowledge & interest in children’s books

At this point they are accepted or not

Document 9 Guidance notes for staff running SRC volunteer training sessions

Duration of training 1 hour max or as appropriateMethod Verbal instruction plus handouts, SRC materials and examples of books; withgroups or individualsObjectivesTo inform the volunteer about:• Background to Children’s Library Services • The purpose of the Summer Reading Challenge• Their role as a volunteer helper • Some children’s books to recommend• Health & Safety IssuesPLEASE NOTE: General Induction to the libraryHousekeeping

Document 10 Guidance notes for SRC volunteers

• Logistics (where, who, what…)

• Mechanics (order of incentives, how to fill in register…)

• Remembering our library agenda (new members, issues, gathering qualitative and quantitative evidence…)

• Support docs.

• Health & safety

Document 11 Books to recommend for the SRC 2011

Some recommended books for Summer reading 2011

Picture Books for 4-6 year olds

Document 13Volunteer rota

Monday 18 July Volunteer 1 Volunteer 2 Volunteer 3

10-12

12-2

2-4

4-6

Tuesday 19 July

10-12

12-2

2-4

4-6

Wednesday 20 July

Space Hop at Chippenham Library

Chippenham SRC

• 1037 children registered • 647 completed the challenge by reading all six

books. • In total 4293 books were read and reviewed

(mostly verbally) by Chippenham children over a 6 week period.

Recruiting

• Chippenham library staff were very proactive in encouraging volunteering opportunities by enthusiastically talking to anyone who expressed an interest and not just relying on the poster.

• We received 33 applications, of these 28 actually volunteered

• 5 people aged 16-25 applied but dropped out before we began

Chippenham recruitment stats

• 11 volunteered previously• 7 new • 2 recruited by family members already

volunteering• 4 from Thrillseekers teen reading group• 2 from work experience placements• 2 walked in after recruitment• 28 TOTAL

More stats

Age of volunteers

• 13-15 10

• 16-25 10

• 26-60 7

• 60+ 1

Total hours

• The 28 volunteers initially committed to 18 hours each over the summer (a requirement on our volunteer placement description) = 504 hours in total, however, 11 did not fulfil their 18 hours, so we actually received 425 volunteer hours.

• Also, amongst the committed volunteers, 11 did not come in for some of their pre-scheduled shifts, nor did they let us know. This totalled 33 hours that we were completely stood up

The way we actually run SRC in Chippenham

• Assemblies

• Fun & friendly!

• Highly competitive

• Sensitive to all abilities and types

• Follow-up with schools

• Aim to be a well oiled machine

• SRC 2010 – the story

What made a good volunteer?

• The best volunteers were the ones who engaged with staff, parents and particularly children

• The ones who would always turn up on time and stay longer when we had queues

• Had good multi-tasking skills• The ones who really got involved and came up with creative ideas,

or knew what had to be done without being asked• A few examples of volunteer initiative:

– Encouraging children to write reviews when they were too shy to talk about the books

– Allowing the children to write on their own stars and hang them up themselves so they would know where they were on the wall (stars were put on the wall display to track progress)

– Convincing children outside of the library to come in and take part, e.g. at their own children’s schools

Problems with volunteers

• The ones who did not turn up on time or at all• The ones that were too shy or reserved to make the

children feel comfortable• The ones that seemed to be doing it only for something

to put on their CV or university application• The ones that did not ask questions and consequently

made mistakes• It proved difficult dealing with these volunteers, making

them aware of the difficulties they had given us, when they missed shifts. I received a number of negative responses, represented in three different (documented) ways: (see next slide)

Example 1

One 17-year-old girl missed shifts, was chronically lateand seemed resentful that we had any expectations.When she came in, no matter how friendly staff were, shebehaved awkwardly.Her attendance had been perfect the previoussummer so we were aware of a marked difference.I asked her how she would like to handle hertimetable with us; did she want reminder calls? Didshe feel that 18 hours was too much on top of herfull-time job? She always said she was fine but continuedto be unreliable and moody with staff.

Example 2

I rang a 15-year-old boy who failed to come in for his shift.He said he had to look after his younger brother. Hismother arrived in the library later that afternoon to tell usthat her son had been lying and she wanted our support inreprimanding him. I explained that I was uncomfortableabout this as it risked turning a positive relationshipnegative, I did however agree to speak to the boy andexplain why we asked for a commitment. When weeventually spoke, he said he just ‘wanted to sleep in’, (hisshift was at noon). He didn’t understand why it matteredsince he was a volunteer and not an employee.

Example 3

A mother and her 18-year-old daughter werehaving various problems at home (primarilymental-health issues of the daughter). The first timeI rang them to see if they were coming in, I was onthe phone for nearly 20 minutes unable to interruptas the mother went into great detail about her troubles. I suggested they take the pressure off themselves and tryagain next summer. They insisted on volunteering andbrought their problems with them. This had to be managedeach shift that they worked.

Our response

• These issues were taken back to our children’s team and discussed in depth. We agreed that it is incredibly difficult to manage volunteers in the same way one would an employee, as it feels inappropriate to be anything other than grateful when someone is giving their time for free.

• However, they are potentially getting a lot from this experience, and these things need to be stressed. We offer good references to those who honour their obligation and do a great job and in future we plan on implementing an online accreditation scheme made available by Wiltshire Youth Service for young people up to age 25. It is also a very fulfilling opportunity for many people whatever age.

Feedback from volunteers

• 28 evaluation forms were sent out with thank you cards and volunteers were invited to a thank you tea. The questions were ranked between 1-10 (with 10 being the best) 23 were returned.

• The survey yielded very positive responses: -– All 23 respondents rated their volunteering experience as 8 or

higher (mostly 10s)– All 23 respondents rated their training/guidance as 8 or higher– 11 volunteers felt that they did not require any extra support– 17 respondents thought the challenge was good & very

rewarding – 22 respondents said that they would volunteer next year

Volunteer quotes

“Volunteering changed my perspective on libraries

completely” 19 yr old volunteer

“She felt like she was helping children change their lives” Mother of a 16 yr old volunteer

“Back at school, there was such a buzz about the

challenge and the talk in the staff room was about how

much it improved reading, community and confidence”Dinner Lady volunteer

Feedback from parents

• There was a great deal of verbal feedback, almost on a daily basis, saying how brilliant the volunteers were with the children

• One volunteer, a 16 year old boy was particularly good and many parents commented on how creative he was in drawing shy children out, and making them laugh. He was great with all of the children but there were also lots of comments from parents of boys who said that it was great for their sons to see an older boy so excited about books.

Feedback from library staff

• They felt that we had improved on how the challenge was managed this year and that it was predominately down to volunteers and their excellent service

• Everyone agreed that it would have been impossible to cope if we had not had volunteer help

• They felt that volunteers actually committed more time than was logged, because some of the volunteer hours were missed i.e. when volunteers stayed later than scheduled, came in as a library customer and saw that we needed help etc.

• There were inconsistencies from the volunteers in their delivery and engagement

• Overall, the volunteers made too many mistakes. Volunteers were given too many things to do.

Breakdown in my time managing volunteers

• It is estimated that managing volunteers took over 35 hours from beginning to end. This included:-– 3 hours planning– 5 hours running training sessions for volunteers– 1 hour staff training– 10 hours initial supervision– 12 hours admin, problem solving and telephone calls– 3 hours “thank you” event and writing cards– 5 hours volunteer evaluation and collating results

Actions for next year

• Revising selection process including interview and training criteria to ensure we get the right volunteers (and the right number)

• Ensuring a named member of staff should be responsible for managing the volunteers each day, and monitoring and supporting them during each session

• Investigate offering formal volunteering accreditation

Contact

tracy.hager@wiltshire.gov.uk

http://www.readingagency.org.uk/young/volunteering/