North Carolina Museum of Art

VOLUNTEER MENTOR TRAINING GUIDE

I WANT TO

VOLUNTEER WHAT YOU NEED

TO KNOW ABOUT BEING A MENTOR

NCMA Volunteer Mentoring Program

by Aprille Turner

Edited by Leona Bloom

VOLUNTEER MENTOR TRAINING GUIDE

Use this guide to deliver effective mentor training in the NCMA Volunteer Mentoring program.

Objectives

To Define the NCMA Volunteer Mentoring Program - its

Function & Purpose

To Learn what a Mentor is and does

To Determine the Goals of a Mentor

To identify the Mentor/Volunteer Relationship

What is the NCMA VOLUNTEER MENTORING PROGRAM?

The North Carolina Museum of Art volunteer Mentoring Program is designed to prepare new volunteers to be successful in the transition into their new role as a museum volunteer.

What does the NCMA VOLUNTEER MENTOR DO?

The responsibility of the NCMA Volunteer Mentor is to help prepare, equip, and guide new volunteers in giving service to the museum. This is accomplished through tracking and

ensuring that each new volunteer has the necessary tools that are needed to serve efficiently, such as providing any additional training, materials, information, or communication needed for the new volunteer to fulfill their role.

Terminology

Words that are used interchangeably in this guide:

Volunteer Mentor and Mentor

New Volunteer and Mentee

Volunteer Mentor Responsibilities

Attend new volunteer orientation. Try to arrive early to help greet and get acquainted with your mentees (prospective volunteers) as they arrive.

o First-time Mentors are encouraged to attend the full orientation, full orientation day (morning and afternoon session) to gain an understanding of the new volunteer orientation experience. All mentors are asked to stay for the morning session of the orientation.

Send follow-up e-mail to new volunteers the day of or day after orientation day. Attach New Volunteer Checklist and Tour Agenda with instructions to the e-mail. Checklist items should be marked for completion and shared with the Mentoring Program Committee Chair for progress evaluation.

Provide assistance to your mentees about questions they may have concerning the volunteer knowledge exam. (Refer to the new volunteer orientation PowerPoint Presentation available through the Mentoring Committee Chair or Visitor Services staff).

Congratulate and welcome your mentees on becoming volunteers, after they have passed the knowledge exam (via email).

Communicate through e-mail, or phone, and face-to-face when necessary; as it concerns questions, or issues, and respond in a timely manner. If the Mentor does not have the answer, he or she should forward the information to Visitor Services staff or the Mentoring Program Committee Chair if necessary.

Prepare new volunteers (mentees) to serve the Museum by providing additional training, guidance, and support if needed: 1) Ensure that new volunteers are informed of the volunteer committees and opportunities to serve, as well as, how to record hours of service in Volgistics and VicNet. 2) Schedule tours for the Museum and Park, and encourage attendance to curatorial tours and lectures.

Remind your mentees of their volunteer service time commitments: 20 hours per volunteer year to maintain an active

volunteer status.

Inform your mentees to be sure to attend all exhibition and volunteer service training before serving. (This applies to

any first shift of volunteer service: e.g. first shift for exhibition, information desk, Museum Park, exhibition store, etc.)

Ensure that the new volunteers (your mentees) do not give volunteer service without the necessary training.

Ensure that your mentees receive the volunteer e-Newsletter.

Ensure that your mentees have been contacted by the committee chairs whose committees they have expressed

interest in serving.

Send a personal invitation to new volunteers for Volunteer Events, especially during the mentorship period and at

least two subsequent months thereafter.

E-mail the New Volunteer Survey to your mentees after 90 days from the volunteer orientation day. Surveys should

be mailed to, or e-mailed to the Visitor Services Manager or e-mailed to back to you, their Mentor.

KEY QUESTIONS & ANSWERS

What is a Mentor?

A Mentor is an experienced person “who gives another person help and advice over a period of time and often also teaches them how to do their job.”

Source: The Cambridge Advanced Learner's Dictionary & Thesaurus © Cambridge University Press

What is a mentee?

A mentee is a person who is advised, trained, or counseled by a mentor.

Source: The British & World English Dictionary

What does it mean to be an NCMA Volunteer Mentor?

An NCMA volunteer mentor is an experienced and qualified volunteer who currently serves at the North Carolina Museum of Art, and offers additional training and guidance to new volunteers entering into the volunteer program. The volunteer mentor is the “go-to” person for any questions or concerns that a new volunteer may have.

The duration for mentorship lasts three (3) months.

What are the qualifications to become an NCMA Volunteer Mentor?

o Have served a minimum of one year at the museum as a volunteer;

o Is currently active as a volunteer;

o Is a current member of the Museum;

o Has proficient knowledge of the Volunteer Foundation, and the Museum;

o Has good standing with the Volunteer Organization, Visitor Services staff, and

Museum Foundation.

What is the goal of an NCMA Volunteer Mentor?

To help prepare, equip, and guide new volunteers to give service to and on behalf of the Museum, through assisting visitors, members, and staff. Mentors should be a source of information, guidance and encouragement.

How many volunteers can a mentor have at one time?

A group size of 10 volunteers is preferred; however, if the prospective Mentor feels more comfortable in mentoring a smaller size, no less than six (6) volunteers, this is acceptable. If a prospective mentor is comfortable in mentoring a group size greater than 10, this is acceptable, however it is preferred that number not exceed 15 volunteers. A new volunteer group will consist of one or more mentors, if needed.

Mentor Responsibilities

Volunteer mentors need to obtain and learn their Mentees profiles including:

o First and last name

o Contact information (e-mail; phone number)

o Current status at the NCMA, such as if they have served as a volunteer in the

past, or have recently given volunteer service (e.g. special permission; park volunteer); or if they are a current member of the Museum.

Additional information about Mentees, such as their professional background, personal goals and desires, and expectations from the volunteer program, is also important as it encourages the opportunity to get to know them better.

This information can be gathered from the new volunteers’ application that Visitor Services staff before the new volunteer orientation.

Mentor/Mentee Expectations

The Volunteer Mentor should expect Mentee feedback to track, and assess their progress to ensure success in their new role. Feedback, in this instance, is identified as a response or to initiate communication as it relates to questions or concerns in volunteer service. Mentees should receive additional training, resource materials, and communication needed to be successful in their new role as a volunteer.

Mentorship Period

The Volunteer mentorship period, is three (3) months (90 days) however, the Mentor/Mentee relationship can continue and is encouraged for continued support. If the mentor cannot properly address a new volunteer concerns, she or he should contact the Visitor Service staff for assistance.

Volunteer/Museum Membership

All NCMA volunteers are required to be members of the Museum. Special rates are for educators, students and members with restricted budget.

New volunteers may contact Membership at (919) 664-6754 to apply over the phone, in person at the Box Office, or online at the Museum website.

New Volunteer Assessment

It is important to track the progress of new volunteers. By the end of the mentorship period, new volunteers should have a working knowledge of the following:

1) Volunteer Organization; Volunteer board/Committee Chairs and their roles

2) Volunteer e-Newsletter

3) Museum’s history, mission, Museum Park, a general knowledge of the permanent collection (incl.

layout of galleries); current, and upcoming exhibitions, the Museum’s events calendar (tours,

concerts, movies, festivals, workshops and special events), and the Museum’s website.

4) Volgistics and VicNet; how to record volunteer hours

5) Volunteer e-Newsletter

New Volunteer Orientation

New volunteer orientation is an information session that is arranged by Visitor Services staff to educate new volunteer applicants about the North Carolina Museum of Art, its volunteer program in preparation for their service as volunteers.

The orientations are held four times a year. The orientation day session is from 9:00am until 4:00pm. This session occurs the first Saturday of each quarter month (every four

months) that has been designated to accept new volunteer applications.

Preparation before Orientation

It is suggested to obtain knowledge of the names and profiles of the volunteer applicants (mentees) before meeting them on orientation day in order to become more familiarized. This is done through review of volunteer applications that are accessible through Visitor Services staff. Mentors may request to a Visitor Services staff member to either view the

applications at the Museum, or make copies and to take with them.

What happens on Volunteer Orientation Day?

Visitor Services staff gives a presentation to prospective volunteers about the Museum and volunteer program. Prospective volunteers are also given a tutorial on how to use Volgistics (VicNet), the NCMA Volunteer Information Center, as well as a brief tour of the East and West Buildings.

Orientation Day

When a volunteer agrees to mentor a group, he or she is required to attend new volunteer orientation. Mentors should plan to arrive early to help greet and get acquainted with your mentees (prospective volunteers) as they arrive.

First-time Mentors are encouraged to attend the full orientation day (morning and afternoon session) to gain an understanding of the new volunteer orientation

experience.

All mentors are asked to stay for the morning session of the orientation.

The new volunteer orientation day usually begins at the Staff/Volunteer Entrance or Access Control. A Museum staff member, the Volunteer Board Chair or a Volunteer Board Member is usually present at the orientation. A member of the Visitor Services staff conducts the orientation.

Each new Volunteer group is assigned a Mentor. Volunteer Mentors are selected on a voluntary basis, and are a part of the Volunteer organization. Depending on the group size, a group may have more than one mentor. (refer to pg. 6 of this guide). Conditions apply for volunteer mentoring (refer to pg. 6 of this guide).

At the orientation session, the Mentor introduces her/himself to their new volunteer group, and then becomes acquainted with the new volunteers.

New Volunteer Service Assignment Mentors should remind their mentees that they must attend all training sessions for volunteer service before serving. New volunteers should not give volunteer service without training. In some instances, after a new volunteer is trained, he or she may still need to shadow another experienced volunteer to ensure that they have a clear understanding of how the operation should be carried out. An example is with serving in an exhibition or at the Information Desk.

Orientation Training Materials

Museum information (history, architecture, collection)

Logging and Reporting Hours (VicNet)

Volunteer Organization

Dress Code

Volunteer ID Badge

Knowledge Exam Information

It is helpful to review dress code, ID badges, logging in and out, and reporting hours during the first month as these are most commonly forgotten by new volunteers.

Here is a sample script that a volunteer Mentor may use at the Orientation:

[“Hello Everyone. My name is (Your First & Last Name), I am a volunteer, and I will be your

Mentor as you go through the volunteer program. I’ve been a volunteer at the Museum for

<state number of years> years. I currently serve as [<state your position if you’re on the volunteer

board, committee chair or involved in a committee>, or if you are not on the board, state the services that

you’re involved i n (e.g. exhibitions, Information Desk, etc.)]. I’m looking forward to getting to

know everyone a little better, and am excited about working with each of you. I invite you to

share your talents here at the NCMA. I encourage you to learn more about your Museum, and

explore the various volunteer areas of service a n d c o m m i t t e e s that are available.”

After the introductions, Mentors should tell volunteers that it is great to meet them, and that they look forward to working with them.

Next, restate that you are their Mentor and that your job is to provide guidance, additional training, and to answer any questions, concerns they may have as a volunteer. Let them know that you will contact them by e-mail.

Notify your mentees that you will be sending them a tour agenda and checklist and encourage them to participate.

Reminders for New Volunteers/Mentees

New volunteers often need reminders after so much new information. Topics to review:

Completion of Knowledge Exam

Getting their Volunteer ID Badge

Museum Membership

Upcoming Training Tours or sessions

Recording their volunteer hours

o Using VicNet or Volgistics

New Volunteer Survey

Volunteer Events Volunteer Service Hours requirement Dress Code

ADDITIONAL INFORMATION

Sample E-mails to send to Your Volunteer Group: (These are only examples. Please feel free to use your own words)

Subject:

NCMA Volunteer Orientation

Hello Everyone,

It was great meeting all of you at the Volunteer orientation this morning! I enjoyed learning a little about you and am excited about your new role at the NCMA. There is a lot to learn and

experience at the Museum, and I want each of you to know that as your Mentor, I am here to

give you support and the resources you will need to be a successful volunteer. Please do not hesitate to ask me questions, or express concerns. This also applies to questions you may have

about the Museum or volunteer organization. I have attached your New Volunteer Checklist, and

tour agenda schedule to review.

Thanks. I look forward to working with each of you.

All the Best,

Name

PH:

Email:

Note:

Sign your name, e-mail address, and phone number on all preliminary e-mails.

Sample E-mail

Congratulations Volunteers

I'd like to congratulate everyone on passing your knowledge exam and becoming an official NCMA

volunteer! You have become a part of a wonderful organization of volunteers and staff with a

collective goal to share art and to foster an appreciation for the North Carolina Museum of Art. Robert has given you a great outline of information in getting started in the volunteer program.

The next steps are to: 1) Take your picture for your volunteer ID badge,

2) Secure your Museum Membership

3) Sign into Volgistics to view and sign up for open shifts. Be sure to attend all exhibition and volunteer service training before serving.

4) Plan to attend NCMA tours, lectures, talks, and events to absorb information about the Museum, the Museum culture,

and build up your knowledge base as a volunteer.

5) Learn about and join the Volunteer Committees of interest, to expand your experience in the upcoming months.

And...

Have Fun. This is Your Museum. Enjoy concerts, movies, Art in the Evening (which occurs every Friday evening, from 5:30pm-9:00pm or closing), with music, light refreshment, with family and

friends; or Friday Night Sound Bites, a curatorial tour of highlights of the permanent collection; or

stroll the Park with walking trail and beautiful works of art to view. There is so much to do and enjoy. The NCMA has something for everyone, and even more so, as a Volunteer!

I look forward to working with each of you, and will be here as you continue to develop as a volunteer!

All the Best,

Your Name

contact info

VOLUNTEER MENTOR CHECK-LIST:

Do I know the first and last names of my mentees?

Have I given my contact information to my mentees, and do I

have the contact information for each volunteer? (your contact

information should be included in your e-mail correspondence)

Did I congratulate volunteers (my mentees) for passing the

knowledge exam, and becoming official museum volunteers?

Have I arranged a Park tour for the volunteers?

Have I reminded my mentees about applying for Museum membership?

Have I informed my mentees to attend all exhibition and

volunteer service training before serving?

Did I remind my mentees of their volunteer service hours requirement?

Have I sent a personal invitation to my mentees for volunteer events?

Frequently Asked Questions & Answers What is my role as a Mentor at the NCMA? Ans. A Mentor provides additional training, guidance and support to new volunteers once they have successfully admitted into the volunteer program. The goal of a Mentor is to help ensure that the new volunteers are successful in their transition into their role as volunteer (as described in the Mentor duties description).

How many volunteers am I expected to Mentor? Ans. A group size of 10 volunteers is preferred; however, if the prospective Mentor feels more comfortable in mentoring a smaller size, no less than six (6) volunteers, this is acceptable. If a prospective mentor is comfortable in mentoring a group size greater than 10, this is acceptable, however it is preferred that number not exceed 15 volunteers. A new volunteer group consists of one or more mentors, if needed.

How long do I mentor? Ans. The mentorship duration is three months. However, it is encouraged to assist new volunteers beyond the mentorship period for additional support that they may need.

What is New Volunteer Orientation (Day)? Ans. New volunteer orientation is a session that is arranged by Visitor Services staff to educate new volunteer applicants about the North Carolina Museum of Art and its volunteer program in preparation for volunteer service.

When does Orientation take place? Ans. Once a quarter or every 4 months of every year. The orientation day session takes place the first Saturday of the quarter month, out of a year held from 9:00am to 4:00pm. Mentors do not need to stay for the class session.

May I gain access to prospective volunteers’ profile information before orientation? Ans. Yes. The last day to interview for consideration for orientation is the Wednesday prior to the Saturday orientation session. Prospective volunteers’ applications should be available in the weeks prior orientation day to review. The Mentor or the Mentoring Program Committee Chair may gain access to the applications from Visitor Services staff.

Who do I contact for questions about Mentoring?

Ans. The Mentoring Program Committee Chair or Visitor Services staff.

Aprille Turner, Mentoring Program Committee Chair 2014-2015

Writer

Leona Bloom, Communications/Newsletter Committee Chair

Editor