“Never tell people how to do things. Tell them what you want them to achieve

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“Never tell people how to do things. Tell them what you want them to achieve and they will surprise you with their ingenuity.” ---General George S. Patton Getting the Most out of "Unpaid" Staff, Boards and Committees Access this presentation and other workshop extras at my blog: littleredsbigideas.typepad.com. Text Jodi at 760-809-3231 A workshop presented by Jodi Rudick, A workshop presented by Jodi Rudick, ADvisors Marketing Group ADvisors Marketing Group

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Getting the Most out of "Unpaid" Staff, Boards and Committees. “Never tell people how to do things. Tell them what you want them to achieve and they will surprise you with their ingenuity.” ---General George S. Patton. A workshop presented by Jodi Rudick, ADvisors Marketing Group. - PowerPoint PPT Presentation

Transcript of “Never tell people how to do things. Tell them what you want them to achieve

“Never tell people how to do things. Tell them what you want them to achieve

and they will surprise you with their ingenuity.”---General George S. Patton

Getting the Most out of "Unpaid" Staff, Boards and Committees

Access this presentation and other workshop extras at my blog:

littleredsbigideas.typepad.com. Text Jodi at 760-809-3231

A workshop presented by Jodi Rudick, A workshop presented by Jodi Rudick, ADvisors Marketing GroupADvisors Marketing Group

Volunteer “Positions” How are YOU using volunteers in

your organization? What types of people are currently

“volunteering” for you? What types of “positions” could

volunteers fill for you organization?

Why is it so important to recruit great volunteers and seasonal staff?

After all, they’re only with you for a short time in some cases! (Temporary staff, parent volunteer, instructors, coaches, board/committee members, concessionaire…)

But your customers don’t know that.

Every customer encounter counts!

Why else is it so important to recruit great volunteers/staff?

Each time a customer comes in contact with any staff member – temporary or seasonal—paid or unpaid – they make judgments and they make choices Do I feel good about having my child take

part in this program? Is this I place where my child would have

fun? Is this a place where I could have fun.

The staff are rude – will I be treated rude? The staff are great – I bet I’ll have a great

time!

The Cost to Court a Volunteer or

CustomerHook ‘emHook ‘em

Reel ‘em inReel ‘em in

Keep ‘em Keep ‘em coming coming back for moreback for more

AdvertisingAdvertisingP.RP.R..PromotionPromotion

SalesSalesFront-line contactFront-line contact

Customer ServiceCustomer ServiceProduct QualityProduct Quality

CustomerCustomer

Volunteers and Seasonal Staff Pose Unique Challenges

Temporary Mindset Lack of accountability Little feeling of ownership Young Inexperienced Training time is super short Promotion can’t typically be used as

motivator

Volunteers and Seasonal Staff Offer Unique Opportunities, too!

Today’s seasonal staff may have been last season happy customers

Can often relate to customer High energy Enthusiasm Can be motivated with non monetary reward

Letters of referral for college applications Chance for future work Chance to take part in fun activities – Trips, outdoor

adventure, summer fun Chance to work with peers – meet friends, find social outlets Have fun!

Step OneThink Before You Recruit/Hire

Step One: Think Before You Hire Profile Your Perfect Employee

Determine what you need The Minimum Certification Experience Education Beyond Education, Experience and Certification Values Attitude Capability Open Your Mind

Step One (continued)Think Before You Recruit/Hire

Review/rewrite job descriptions

Job Responsibilities Job Duties Job Functions Expected Performance

Standards Compensation Growth Opportunities

Permanent Placement Eligible for promotion

(upon rehire)

Step TwoFind Winning Applicants

Create Your Recruiting Plan Finding Potential Applicants

Make it easy to apply for THEM

Email Online Mail Fax Telephone On-site

Your location Off-site

Hand delivered “Taking Care of

Business” Day

Step ThreeSelect Super Staff

Screening Applications Online screening Interviews

Checking references Previous employers Volunteer leadership School contacts Background Checks

Hiring the Best Employees Match the applicant to the job Notify all applicants – No matter

whether they are selected or not Sample Interview Questions

Screening & Expectations Interview volunteers, choose

those that are the best fit Explain minimum time

commitments & scheduling Provide volunteer ‘job’

descriptions to match skills to positions

Ask volunteers complete Skills Checklist of knowledge & physical requirements

Sample checklist chart at animalsheltering.org/volunteer_skills

Sample “Interview” Questions

Remember –you can’t train personality! Volunteers are diverse in every way Use on and offline methods Offer real-world scenarios – What would

you do in this situation? Find out how they would handle

conflict.

Step Four: Train, Reward and Keep the Best Employees

Realities of Retention Losing even one

employee hurts Causes for turnover

must be clarified Money isn’t everything Turnover is avoidable Turnover is expensive

Orientation Welcome/Break the Ice Familiarization

Staff Volunteers Marketing Materials

Review Mission/Purpose of the Organization Programs History Policies and Procedures Unwritten rules Culture

Prepare the Environment The Details The People

Distribute volunteer handbook can be projected email or posted online to avoid printing costs

Give a real or virtual tour Pre-orientation assignments

First Impressions are Critical The First Day Orientation

Welcome Familiarization Policies and Procedures Unwritten rules Culture Prepare the Environment The Details The People Orientation Mission/Purpose of the Organization History

More Issues to Address on Orientation Day “Org Chart” Organizational

Relationships Employee

Philosophy Customer

Philosophy Product/

Services

Employee’s position

Dress Code Hours and Time Policies and

Procedures Finding

Assistance Questions

Training Schedule specific or group

training sessions Cover the 3 types of learners:

hear read hands-on

Be sensitive to generational distinctions

AFTER training, volunteers are given their assignments – not all volunteers will be matched for there area of interest

Necessary liability releases Volunteers under 18?

Communication Basics Keep volunteers

informed Volunteer Manager

should have available voicemail and email

Positive word of mouth will expand all your programs

Encourage volunteer feedback for ideas, growth & change

Ongoing Communication Control Rumors and gossip Informal

Face-to-face Electronic

Control cliques Learn to listen Formal

State of the Department Addresses Newsletters Surveys

Scout Top Tier Volunteers Create a Top Level team of your

experienced, people-oriented volunteers

How many people can 1 person manage - 10? 20?

Invite them to Participate, lead or organize

Trainings Orientations Events

Attend education events, workshops, conferences

Join your board/committee Become a paid staff member

Recognition Basics Recognize and reward good

volunteers Buy your regular volunteers

t-shirts, buttons, tote bags, aprons, other branded apparel

Keep it simple – a handwritten note, a handshake, a personal thank you email

Contact volunteers that don’t show up for a shift

Motivation Memory Think about a

time when someone motivated you… To take a job Go out with you Clean your room Take out the

garbage Give you money

Who was it? Child Coworker Boss Spouse

What did they do to motivate you?

Volunteer Stickiness Studyto evaluate volunteer retention factors

By Adrian Goh and Steven Rogelberg

Surveyed 72 Volunteer Managers Surveyed 4139 volunteers

Motivation Techniques Show real concern Set specific goals Reward

performance Reward

attendance Boost Self Esteem Reward Longevity Give feedback

Provide career growth opportunities

Permanent placement Within your organization With other organizations

Training and education Rotation Rewards/Incentives

19 Stickiness Practices(in reverse order) #15 #14 #13 #12 #11 #10 #9 #8

Volunteer Retention Factors #7 #6 #5 #4 #3 #2 And the #1 Factor leading to Volunteer Stickiness is…

Step Five: Learn from Departures

Ten Reasons Why Employees Choose to Leave

1. Financial Needs2. Lack of Competitive Salaries3. Inadequate Benefits4. Poor Communication5. Negative Workplace Environment6. Lack of Recognition7. Unfair and Inequitable Treatment8. Inadequate job challenge9. Lack of job security10. Family/Work conflicts

See ya!

Exit Interviews Guarantee confidentiality Determine reason(s) for resignation Determine employee’s feelings

about the organization If applicable, inquire whether the

employee is interested in future employment

Exit Interview Questions

In conclusion… As you plan, recruit, interview, train, reward

and say farewell always remember… Today’s customers can become tomorrow’s best

staff! Today’s seasonal staff or jr. counselor might

someday be your best permanent employee. Today’s employee will one day have kids of their

own! As staff go through their lives and careers – you

never know who will be your next big donor, sponsor or board member.

So what’s the bottom line – Treat everyone who works for you – no matter how for a day or a lifetime, paid or volunteer as a price resource!

Thank you for your participation!

RESOURCES and VIRTUAL HELP

Service Leader (Virtual Volunteering Guide Book): http://www.serviceleader.org/new/documents/vvguide.pdf Association for Volunteer Administrators: www.avaintl.org

CompuMentor: www.compumentor.org (nonprofit technology portal)

Cyber Speaker: www.cyberspeaker.com/sevensteps.html Energize Inc.: www.energizeinc.com (general VPM resource)

Net Aid: www.1-800-Volunteer.org.org/ov/index_html TechSoup: www.techsoup.org (nonprofit technology portal) Volunteer Today: www.volunteertoday.com (VPM monthly e-

gazette) Netiquette: www.dtcc.edu/cs/rfc1855.html

www.volunteermatch.org/nonprofits/learningcenter/