Category Archives: corporate volunteering

Captains of Our Destiny: Captain Obvious Part 2

21 Wednesday Jun 2017

Posted by in charities, corporate volunteering, NGO, non-profit, organizations, part time volunteer manager, prospective volunteer, Uncategorized, Volunteer, volunteer coordinator, volunteer management, volunteer project, volunteer recruitment, volunteer retention

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Captains of Our Destiny

Ha, ha, working with volunteers is like herding cats. …non-profit staff member.

It is time we become captains of our own destiny. It is true that our work is not glaringly evident to all, so we can’t be Captain Obvious.

So, now what? We can captain our future and redefine our work in terms that befit its importance while illuminating our professional skill set. It’s on us to redefine volunteer services, to flip it from one of cutesy, fluffy extra touches to a dynamic and professional service.

How? Well, first off, we have to change the loose descriptions of volunteer engagement and instead use the professional terms they deserve. To do this, let’s look at two highly regarded and compensated jobs and re-imagine our profession in those terms and descriptions.

Instead of volunteer managers, what if we were called Volunteer Account Managers? In reality, volunteers open accounts with us, in the same way as donors or clients. (an account is something of value or worth-in this case a volunteer’s time, expertise, resources, knowledge, sweat equity, donations, word of mouth marketing, etc)

As such, we would use these terms:

Volunteer Account Management: the management of volunteer accounts, including the relationship with volunteers and the pursuit of volunteer satisfaction.

Volunteer expectations: the value a volunteer seeks from our organizations, such as training opportunities, positive feedback, admittance to the team, creative outlets etc.

Volunteer centric: the emphasis an organization places on volunteer involvement, including timely appreciation, seats at planning meetings, designated volunteer managers who are supported, educational opportunities, partnership opportunities.

Volunteer journey: the steps a volunteer goes through to become a viable and satisfied member of the organization.

Volunteer journey mapping: the process by which a volunteer manager maps the journey a volunteer takes from first contact to integration through onboarding-and more importantly, the ability to reconfigure the steps when necessary.

Volunteer profile: the ongoing process by which a volunteer manager educates staff about volunteers, including their needs, their changing dynamics, their skill levels, their rate of participation and their future involvement.

Volunteer satisfaction levels: measuring and reporting the satisfaction levels of volunteers through one on one interviews, surveys, questionnaires, etc. And more importantly, the ability to change areas in which volunteers lack satisfaction.

Volunteer benchmarking: the continual process of improving the relationship with volunteers. There are many methods of benchmarking, such as:

  • do volunteers choose our organization over others and why or why not?
  • do volunteers make time for us over other activities and why or why not?
  • do volunteers recommend our organization to their circle of influence and why or why not?
  • do volunteers increase visibility, donations and resources and how? (we all know instinctively that this is true, but benchmarking will prove it)

Volunteer benchmarking will then be a tool to change the processes that need change, in the same way fundraising evolves.

In order to Captain our own destiny, we must begin to flip volunteer services from the outdated idea that volunteers are summoned to fill a job and volunteer coordinators “herd those funny cats around, lol, isn’t that cute.”

Instead:  Volunteers hold an account with us and we are responsible for cultivating that account by continually improving our relationship with the volunteers. And this is where the highly skilled volunteer account manager comes in.

Next week: KAVM-the key account volunteer manager-what does this mean for us?

-Meridian

New Words Added to the Volunteer Management Dictionary

05 Wednesday Apr 2017

Posted by in charities, corporate volunteering, group volunteering, NGO, non-profit, organizations, part time volunteer manager, prospective volunteer, staff and volunteer relationships, Uncategorized, Volunteer, volunteer coordinator, volunteer management, volunteer project, volunteer recruitment, volunteer retention, volunteer statistics

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Added to the Volunteer Management Dictionary

It’s that time of year when the Committee to Define Volunteer Management gets together at a back table in Pete’s Bar, Grill and Bait Shop. Together, these brave members scratch their heads over several pints and attempt to come up with a succinct explanation of volunteer management. This year, they gave up once again after rejecting the phrase “herding cats,” but they decided to add the following words to the dictionary of volunteer management.

Volvorce: When a volunteer divorces the organization as in “No, I just can’t go get new volunteer Dinesh, because since no one called him back about getting started after I introduced him to finance, he volvorced us.”

Meetcolepsy: When too many meetings cause you to simply fall into a stupor at the thought of another talk-fest as in “No, I couldn’t make that fourteenth meeting about using the volunteers to stand by the back door in case someone gets confused because I contracted meetcolepsy. Want to see my doctor’s slip?”

Latespectation: A last-minute request for volunteers that is expected to be filled as if you were given weeks to prepare, as in “Oh, so you need 5 volunteers tomorrow morning for an assignment that you said was extremely important? Your latespectation is showing.”

Creditjacking: When another staff member takes credit for a successful endeavor that you or your volunteers accomplished as in “Yes, I’m glad you praised that project during the senior managers’ meeting, but let’s not creditjack the volunteers’ work, ok?”

Duhtistics: Stats that are so incredibly obvious, like volunteers are super nice as in “I won’t bore the board with duhtistics that you’ve heard before. No, instead I want to point out some new and exciting projects we are undertaking.”

AVOL: A volunteer who inexplicably does not return calls, emails or letters as in “I’m glad you noticed volunteer Myrna has been missing lately. I’m trying everything in my power to get in touch with her. Right now she’s AVOL.”

Volunteer Lite: A request for a volunteer to do a menial, mindless task as in, “You’re asking me for one of our highly trained volunteers to clean out the storage closet so you can use it for your supplies? You don’t want a full-bodied volunteer, you want a volunteer lite.”

Miracalls: Calls made to volunteers for an especially challenging or late request as in, “Woah, that’s a really challenging request (or time frame). I’ll be holed up in my office for the rest of the day, making miracalls.”

Informashunned: (pronounced in-for-may-shunned) Not given the essential information needed to properly place a volunteer as in “I have recruited four of our best volunteers for that assignment, but my pleas for crucial information have been ignored. Right now, our volunteers are informashunned.”

Nopinion: Volunteers wanted, but not their opinions as in, “I’m glad you were able to use volunteer Mark’s expertise, but he felt rebuffed when he offered additional knowledge. I guess you really want an expert but nopinion volunteer.” 

Vombie: That volunteer everyone is afraid of and no one wants to council or fire, as in, “I know Janey is a handful and she’s been here for what, twenty years now. I guess she’s been allowed to attain Vombie status and now that I’m here, I will deal with it in a professional manner.”

Callwaiter: The notion that volunteers sit by the phone just waiting to hear from us as in, “It is Friday afternoon and most of our volunteers have already made plans for tomorrow. I’ll make some miracalls, but our vibrant and diverse volunteers aren’t callwaiters.”

Marathonitor: The running around, checking, double-checking and rechecking to ensure that volunteers have all the information and tools they need to succeed as in “Our fifteen volunteers are ready for Saturday’s important annual event, but in order for them to excel, I will be marathonitoring their involvement, so I won’t be attending any meetings tomorrow or making miracalls to fill latespectation requests.”

Well, there you have it. As one of the senior members of the Committee to Define Volunteer Management said after several glasses of Pinot Grigio, “Dang, defining volunteer management is really impifficult.”

-Meridian

Induction vs. Orientation: The one year volunteer committment

22 Wednesday Mar 2017

Posted by in corporate volunteering, NGO, non-profit, organizations, part time volunteer manager, prospective volunteer, recruitment, treatment of volunteers, Uncategorized, Volunteer, volunteer coordinator, volunteer management, volunteer recruitment, volunteer retention

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Induction vs. Orientation

Two volunteer managers, Jessup and Chloe were both excited when the brought in new volunteers.

Jessup, who manages volunteers for a start-up, said, “I was asked to find volunteers to help with our kick off campaign. I brought in a trio of talented volunteers and one of our marketers patiently showed them what needed to be done. The volunteers did exceptionally well, but they didn’t stay with us very long. I had to recruit again and again.”

Chloe, meanwhile, who manages volunteers at a different start-up said, “I recruited a few volunteers to help with our kick-off. I was a bit worried because the volunteers were from varied backgrounds and had really different talents. But, you know, although it took them a bit to get going, all the staff here helped out. Those volunteers are still with us today.”

Volunteer retention is a nuanced and complicated concept. Some parts of it can be controlled and some cannot. But one thing we can control is induction and orientation. Why does a seemingly perfect volunteer become disinterested? Why does another volunteer fit in like a glove? How do volunteers gel with the mission?

Let’s look at induction and orientation: Can we get away with offering one and not the other?

Induction is the formal process in which to introduce a volunteer to their job. (the mechanics)

Orientation is the integration of the volunteer into the organization. (the gel)

Jessup’s organization lost volunteers because they did not orient them. Chloe’s on the other hand, used both induction and orientation.

As volunteer managers, we need to use both induction and orientation to retain great volunteers. And, our entire organizations must be involved. Here is an example:

Induction:

  1. Volunteer manager shows volunteer where break room is, supplies are kept, what the policies are, etc.
  2. Staff member who best knows the job shows volunteer how to do the work, where bathroom nearest station is located, etc.

Orientation:

  1. Volunteer manager welcomes, presents organizational goals, history etc.
  2. CEO welcomes volunteers to organization, emphasizes contributions from volunteers.
  3. A seasoned volunteer is paired with newbie to mentor and encourage.
  4. Staff introduces themselves to volunteer, thanks, offers assistance, assures volunteer they are appreciated and part of team.

Both induction and orientation are vital to engaging volunteers. If we make them feel a part of the team, but do not give them the knowledge and equipment to do their jobs, they will leave. If we give them all the training in the world, but do not integrate them into our mission, they will also leave.

And here’s the thing. Most of us toy with the idea of having a volunteer sign a one year commitment. But maybe that’s just backwards. What we might do instead is ask our entire organization to sign a commitment for each and every volunteer. This commitment would look something like this:

I, the undersigned, ___________________________ commits to do my part in  orienting, inducting and engaging each and every new volunteer for as long as that volunteer is ethically representing our organization and mission.

Ask the CEO to require each staff member to sign this commitment. And maybe if you are feeling a bit ambitious, you can point out that volunteer engagement should be part of each employee’s yearly evaluation.

Woah, be still my heart.

-Meridian

 

The Inner Volunteer

15 Wednesday Mar 2017

Posted by in charities, corporate volunteering, NGO, non-profit, organizations, part time volunteer manager, prospective volunteer, Uncategorized, volunteer coordinator, volunteer management, volunteer project, volunteer recruitment, volunteer retention

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The Inner Volunteer

Do the words, skilled volunteers make you shudder?

One day Marcel reported his recruitment efforts to the executive action committee. “I had just reported on the addition of several new corporate groups when the executive director stopped me and asked why I couldn’t just get public school teachers to come in on Saturdays and read to the children at our shelters.”

The CEO asked, “wouldn’t it be a lot easier because teachers already have the skill set?”

Marcel continued, “In my head I wanted to ask her if, after a hectic week directing a charity organization, why didn’t she go on her day off and volunteer to run a startup charity organization. I mean, yes, I’m recruiting teachers because of their skill sets, but so many other types of volunteers passionately want to read to our clients’ children. To me, passion is what makes for a great volunteer.”

Skilled volunteers are often equated with perfect volunteers. Often, the term skilled volunteer becomes synonymous with the notion that volunteers are easy to recruit. Why not just get a lawyer, or a carpenter or an IT technician? But we know it isn’t so simple. Does a person with a certain desirable credential want to use that credential in volunteering? Sometimes, but of course, not always.

We’ve all had volunteers who wanted to forgo their professional skill set. We’ve seen them unlock their inner volunteer and utilize a side that would never appear on paper, but one that excites them and ultimately serves us so well. For example:

The FBI agent that becomes a hand holder for older male clients, This agent’s inner skill set came from having to listen carefully when interviewing suspects. Now he uses that skill in a new and gentle way.

The IT professional that creates an art therapy program. While her left digital brain is writing code, her right analog brain thirsts for the inner creativity she passionately exercises while volunteering. Ironically this volunteering outlet makes her better at her IT job.

The Stay at Home Mom who takes charge of a new program and excels at giving direction and getting results. At home, her inner manager directs her family’s activities, finances, and schedules with a precision borne out of love and necessity. She brings these honed skills to the program and treats her fellow volunteers as beloved family. They flourish under her direction.

And on the flip side, what about the skilled volunteer who taps into their inner director or educator and looks for more ways to help? What if they offer their expert advice and opinion on the workings of our organizations? Are our organizations prepared to accept this advice? For instance:

  • The teacher who wants to replace the reading program at the shelter because it is outdated and insensitive.
  • The carpenter who advises that the repairs on a project are unsafe and non-compliant with code.
  • The attorney who suggests that policies and procedures are antiquated, potentially a risk management nightmare and need a complete overhaul.
  • The marketing expert who points out that the latest campaign is fraught with errors and tired themes.

This begs these questions:

  • How does an organization define a skilled volunteer?
  • Are organizations willing to accept the advice that comes with experienced and accomplished people?  
  • Do organizations view skilled volunteers as peers, useful tools or something else?

This is why clarification is so important. When an organization asks for skilled volunteers, we need to ask these questions:

  • Do we value skill over passion and commitment?
  • Who is responsible for a skilled volunteers’ mistakes? Are these volunteers’ licenses or credentials at risk?
  • What are the legal ramifications of utilizing volunteers in a professional capacity?
  • Who is going to field expert questions from skilled volunteers? The CEO?

As organizations ask volunteer managers to recruit skilled volunteers for expert help, clarification is essential. Clarification goes far beyond a simple job description. It goes to the very core of the inner volunteer. Passion vs. skill. Sideline expertise vs. full skill set participation. Legal consideration vs. a laissez-faire attitude. Hands on vs. hands off risk management.

With skill there is ramification. Are we prepared legally to engage volunteers with licenses and certifications?

With skill comes expert advice. How much skilled advice are we willing to accept?

Or, are we just throwing out a poorly defined concept?

-Meridian

For a great article on skilled volunteering, please see Rob Jackson’s post on this subject.

 

 

 

A Corporate Volunteering Interview Part 2

01 Wednesday Feb 2017

Posted by in charities, corporate volunteering, group volunteering, NGO, non-profit, organizations, part time volunteer manager, prospective volunteer, recruitment, Uncategorized, Volunteer, volunteer coordinator, volunteer management, volunteer project, volunteer retention

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Part 2 of the interview with Sadie on corporate volunteering-the day of the event.

 

VPT: So, on the day of the event, you and several other employees met up at the location. How did it go?

S: Well, we had an issue with parking. There were street parking spots, but a sign said ‘two hour parking only.’ We parked anyway. It was a four-hour shift so we figured we would have to come out and move the cars. Later, when we asked, they told us that the city had waived that rule and we could stay in our spots.

VPT: After you parked, you went in and what happened?

S: The building was a warehouse type of building and we had no idea how to get in.

VPT: What did you do?

S: We went around back, found a back door and went in through there.

VPT: And then what?

S: We found the makeshift kitchen where there was coffee and donuts and we announced ourselves to the people in there. They asked if this was our first year and we said yes, so they got another person to come and train us.

VPT: Were they volunteers or staff? How did you know they were part of the event?

S: I honestly don’t know if they were paid or not. But they wore stick on name badges.

VPT: Did they greet you?

S: They seemed stressed. It felt like they didn’t know what to do with us. They consulted the printed out sign up sheet and saw that we were listed so they said they would try to find a spot for us.

VPT: What did the training consist of?

S: About two minutes worth of what we were supposed to do.

VPT: And that was….

S: We were to walk around with the clients. They would have a shopping cart and we would go from station to station where they would pick out toys according to how many children they had and their ages. Then we would escort them to the stations where they would get boxes of donated food. I will say, the person who showed us what to do was very nice.

VPT: How were the stations?

S: The stations were very well set up, and organized. You could tell they had done this many times before.

VPT: Were you given any information on how to act around the clients, anything about sensitivity or confidentiality?

S: (laughs). At one point we were told to try to get stories of hardship from the clients so that we could direct them to a station that had extra toys. They had more toys than they needed, so I guess that’s a good thing.

VPT: Did someone check in with you during your shift to see if everything was ok.

S: Not with me, I don’t know about the others.

VPT: And you were there for four hours.

S: Longer. One of our group, Justin, who was helping at a food station, was told he could not leave until his replacement showed up. After thirty minutes of waiting, we just left. Some of us rode together and had to go.

VPT: Did anyone acknowledge you when you left?

S: No. Justin told his station manager and we left.

VPT: How was it working with the clients?

S: That was great. The people were very grateful and appreciated our being there to help.

VPT: Were you comfortable with the clients, given you had minimal training?

S: Surprisingly, yes. It felt very natural.

VPT: Did your firm get any acknowledgement, thank you, write-up, mention on website, anything?

S: No, nothing that I am aware of. In hindsight, we should have worn company t-shirts or brought something for them to use. They didn’t ask, though.

VPT: Did you have some sort of follow-up meeting with your fellow employees after the event?

S: No, we probably should have done that. But I did check in with them individually.

VPT: What feedback did you get from the other employees?

S: They thought it was worthwhile. They felt like they made a connection with the people being helped.

VPT: Will you be back next year?

S: Yes.

VPT: What will bring you back?

S: As much as I didn’t appreciate how it was run, it is about the people I was helping and it makes me feel good to help them. I wasn’t able to volunteer until I was a point in my life where I felt I was able to help others. Now that I can do that I feel like I’m also able to take on obstacles such as the people running the show. Maybe they started off like me, caring about the people more, and they never transitioned over to caring for the volunteers that help the people in need. I’m not sure, but I do feel like it comes with the territory.

VPT: Anything else?

S: Second reason I’ll go back is because it might not be the best environment to make me feel appreciated, but I’m comfortable now. I do have a busy life and I chose this organization for a reason. To find another one like it is time-consuming and what if it was just the same or worse? I feel comfortable at this organization now and next year I will be able to walk in, do what I came to accomplish and leave.

VPT: Thank you Sadie for sharing your experience with us.

Huh. Well, that was definitely eye-opening. So, I guess the takeaway is we should be relieved when volunteers put up with us because it’s just too darned time-consuming to find another place to spend their time and talents. And luckily for us, that new place might be worse.

And hey, here’s a thought. Maybe we should thank the people we serve for being needy. Maybe we could just give them a reward for keeping our volunteers coming back. We could call it the “Sob Story of Retention” award.

Or maybe we could just do better.

-Meridian

A Corporate Volunteering Interview

25 Wednesday Jan 2017

Posted by in charities, corporate volunteering, group volunteering, NGO, non-profit, organizations, part time volunteer manager, recruitment, Uncategorized, volunteer coordinator, volunteer management, volunteer project, volunteer retention

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I was really lucky to catch up with and interview Sadie, a busy mother and professional who took charge of a corporate volunteering event this past December for her financial firm. Here is the interview:

VPT(volunteerplaintalk): Thank you for speaking with me today. I understand that you took the reins on a corporate volunteer project over the holidays?

S: Yes, my firm allows us 4 hours of paid time to volunteer and I wanted to do something myself around the holidays because it felt like the time to give back. And because our 4 hours does not accrue for the following year, so I either had to use the time or lose it.

VPT: How were you chosen to head up the corporate volunteering event?

S: Quite by accident. I was just looking to fill my 4 volunteering hours.

VPT: So you had planned on only volunteering yourself?

S: Initially, yes, along with one of my friends.

VPT: Did you find the organization you chose on your own or did they reach out to you?

S: I found it on my own. It is a local toy drive put on by a local city organization and my mom had done something similar in Florida and I thought it would be a festive, holiday experience and I know that there is actual work that needs doing during the holidays to pull off these events.

VPT: How did you end up doing a corporate volunteer event?

S: Well, I approached my HR department to see if this organization would count towards my 4 hours and they told me that a number of employees hadn’t yet taken advantage of the volunteering hours for the year. They asked me if I would take charge of making it a corporate volunteering event and I agreed.

VPT: How did you feel about taking charge?

S: I really didn’t mind, because at our firm, we run projects, and so we are often in charge of other team members. But I will say, that there is more pressure when you are trying to create a worthwhile experience for a group. You don’t want to waste your fellow volunteers’ time.

VPT: So, how did you set up this volunteering event with the organization?

S: Well, I went to their website and saw that groups could volunteer. There were several categories, including sorting toys and food, setting up and also volunteering to help the people shop on the giveaway days of the event. I wanted our group to volunteer on the day they actually gave away toys and food to needy people, because I thought that it would be very meaningful for us.

VPT: And how did you sign up?

S: There was a place on the website to sign up for a particular date, so I did that with the names of the members of my group. I signed up two groups on two successive days. I also called the number listed on the website and left a message, because I wanted to make sure that my sign-up was recorded and I did have a few questions.

VPT: And what did you ask when they returned your call?

S: I never did get a return call.

VPT: What? No one called you back?

S: No, no one did.

VPT: Did you try again? Did you get a confirming email?

S: I called again and left a message. I did not get an email either.

VPT: Were you worried at that point?

S: Yes, very. I was now responsible for my co-workers’ volunteer hours, and time was running out on the year.

VPT: What did you do?

S: Well, I was very busy, what with all the family things to do and at work we had some projects with deadlines, so I waited for some sort of acknowledgement.

VPT: Did it come?

S: Luckily, yes. When I was about to look for another volunteer opportunity, I received an email asking me to sign up again through a website called signup genius. I clicked on the link and re-signed the  two groups for two separate days.

VPT: Did you get a response then?

S: Yes, an automated one from signup genius saying thank you and confirming.

VPT: But no personal response?

S: No, none. I did get a reminder from signup genius, so that was helpful.

VPT: Was that enough?

S: It would have been reassuring and helpful to get a personal phone call or email, but I just trusted that we were good to go.

VPT: And did you inform your group that you were good to go?

S: Yes, I forwarded the confirmation email to them with their names listed.

VPT: Did you meet with your group before the event?

S: No, we did not meet. It seemed pretty straightforward.

VPT: Did you have an idea of who and where to report to on your volunteer day and what role you would have?

S: I was in the day one group, so I could inform the group on day 2 of anything they needed to know. But, no, I had no idea who we were supposed to report to or where. I did have the address, though.

VPT: And so, in good faith you just…

S: (laughs) We just showed up.

VPT: And how did it go?

S: Well, parking was a real issue and we couldn’t figure out how to get into the building..

Sorry to cut it off here, but the interview is longer than one post. Next time-what happened on the day of volunteering: The conclusion of Sadie’s interview.

Thanks and have a great week!

-Meridian