Tag Archives: NGO

Just What is the Value of a Volunteer?

12 Wednesday Sep 2018

Posted by in Mission centric volunteer engagement, Uncategorized

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Just what is the value of a volunteer

Do organizations value volunteer Luis because he has this rare ability to look into the eyes of someone and open his being to receiving their pain? Do organizations value volunteer Mary because she drops everything and comes in when there’s an immediate need? Are all volunteers valued strictly for their volunteering? Or, do you sometimes get the uncomfortable feeling that certain volunteers are more highly thought of than others in your organization?

It’s kinda true that some volunteers are more likable than others and volunteer managers have a challenge to overcome when staff doesn’t like a volunteer (see When Staff Doesn’t “Like” a Volunteer). But, besides likability, are there other reasons some volunteers are regarded more highly behind the closed wooden doors of organizational structure?

Does a senior manager get all giddy when a volunteer bequeaths money to the organization (and then stands at your desk with a big smile spreading across her amazed face and says something like, “well, we would have gone to his funeral, but we didn’t know, why didn’t you tell us he died,”) or when a volunteer pays for that new tech equipment or that fridge for the employee lunch room?  Does the board go all a-twitter when they find out one of your volunteers is the mother-in-law of a famous actor and they are high-fiving each other because they just know your volunteer will use her mother-in-law powers to badger this actor into endorsing the organization? (I always kept this type of information buried deep in the secret compartment of my brain, it’s the one where I picture myself as the first officer aboard the star ship Enterprise, ooops – what I mean is they couldn’t pry it out of me if they tried)

What if a volunteer is married to a prominent lawyer or a politician, or someone who owns the swanky hotel where they have that fabulous banquet hall? Or what if a volunteer has loads of money? Does that volunteer suddenly get the VIP treatment?

Maybe it’s subtle, but it’s there. Does the volunteer who is an absolute master at soothing clients’ hearts rate the same status or visibility as the volunteer who donates substantial money?

Ok, ok, I’m being critical, and this is really all about human nature anyway, aka, the “what can you do for me,” expectations we all have. So, if volunteers who donate or bequeath or have connections seem to get better treatment, why don’t we, volunteer managers just use that to our advantage?

Here’s what I propose:

Let’s equip every volunteer with a name badge that teases their potential value beyond the amazing volunteer work they are doing.  For example:

badge3

“Oh Mary,” a fund-raising specialist would say after reading the name tag, “I heard you just had a birthday. If you don’t mind me asking, I mean, you look so wonderful, how old are you again? Eighty-seven? Perfect.”

or maybe this one…

badge4

“Oh, Jamal,” the social media expert would say as he stopped Jamal in the hallway,” tell me about your family. That’s nice that you have an older brother…. what does he do? Really? In Hollywood? I mean, your last name is, and well, you couldn’t be related to…oh, what, really you’re HIS brother? Bam! I knew it! I mean, how nice…”

or even this one…

badge5

“Kameko,” the harried chief financial officer would coo after going over the financial report, “what adorable shoes you have on. From Italy, oh? You bought them the last time you went there? You travel extensively, I see… and your lovely engagement ring, it is so, so enormous…”

or maybe a general one might just do:

badge6

I remember the day my organization got a sizable donation from the best friend of the recipient of our help. It turned out that the best friend was a well-known celebrity. Everyone was surprised at the gift and then a bit relieved that we all had done a good job. I mean any one of us, volunteers included, could have blown receiving that donation.

There was the usual, “you never know, the person you are serving just might turn out to be someone famous,” talk as if the result of good work is not the work itself, but what it can produce.

Organizations might get more excited when volunteers have a little extra something to give. Do they donate? Do they have influential contacts?  Will they leave money when they die?

We, volunteer managers need to remind everyone that volunteers are there to further the mission, whether or not that volunteer has money or influence.

But the takeaway is this: Volunteers who experience meaningful volunteer engagement and feel integrated into the organization always give more than their volunteer hours. Always.

That means treating all volunteers as if they have money or influence lest they go elsewhere. And organizations might not want to take that chance.

-Meridian

 

This is an update from a 2016 post: Eureka, I’ve discovered the value of a Volunteer!

 

Is Making Volunteers Likable Our Objective?

29 Wednesday Aug 2018

Posted by in difficult conversations, Mission centric volunteer engagement, staff and volunteer relationship, Uncategorized

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black haired man in white crew neck t shirt

Photo by YesManPro on Pexels.com

I remember my first days as a volunteer coordinator. There was this one volunteer, Addie. She was a tiny, fit ball of northeastern, direct confrontation, piercing eyed judgmental “I’ve been here since the forefront” terror. Staff couldn’t stand her. But she roamed the halls wielding her trusty sword “Gotcha,” slicing apart our ineptness. She was your crusty grandmother, your 87-year-old history teacher and your noisy neighbor all rolled into one, and oh, with a grip of steel. I know because she would grab my arm to make a point. Yep, I still have phantom bruises there.

I danced lightly around her. Although staff didn’t like her, she was, I thought, untouchable. They didn’t ask that I do anything about her, so I figured their eye-rolling was the way we dealt with disliked volunteers. After all, she’d earned her right to be a disruption, to be tolerated, to interpret our policies as anything that suited her purpose. She was, (da da daaaaahhhh) emeritus!

So, what crippling reasons cause us to hide under our desks instead of addressing volunteer behaviors?

  • Lack of specific policy indicators? (for example, policy states theft or inappropriate language is an offense. Policy doesn’t include arrogance or chatty-ness as an official offense)
  • Fear that delivering feedback to a volunteer will be misinterpreted as criticism and the volunteer will quit?
  • Our general fear of confrontation?
  • Volunteer status, such as emeritus? Or staff seems to “put up” with volunteers?
  • Our belief that volunteers are giving of their time, so we should be more accepting of their behavior?
  • The perception that a volunteer is older, wiser, more accomplished, more educated or skilled than we are?
  • Our belief that our jobs are no more than coordination?

The above reasons hold power over us, power that cripples us and prevents us from truly leading volunteers. How can we then make adjustments so we don’t simply going to continue to sidestep situations that can be remedied?

The first step is to prioritize the why. Why is this volunteer here? We know there are multiple underlying and nuanced reasons, all of which we take into consideration when matching volunteers to assignments.

But what is the primary, down to basics reason a volunteer shows up? To complete a task, or fill a role that furthers the mission they believe in. How is this being accomplished?

Taking the focus off of staff’s and volunteer’s personalities allows us to examine the work being done and by doing so we can analyze how behaviors are affecting work quality.

Communicating mission focus to everyone, staff and volunteers alike, lays the groundwork for intervention. How do we do that?

In volunteer orientation or onboarding, emphasize the expectation of excellence. While creating a welcoming atmosphere, stress the importance of volunteers being able to fit within a busy organization. Illustrate the enormous workloads put upon staff. Make clear that while staff appreciates volunteers, the work is most important. Ask your most productive volunteers to speak to and hopefully mentor new volunteers.

Create policy that gives you an opportunity to mediate. Although we obviously can’t write policy for every little behavior, especially if behavior is opinion based. (one staff member believes a volunteer chats too much) We can, however include six month probationary periods, infractions for inappropriate behavior and the specific understanding that it is in the power of the volunteer manager to determine fit. Fit means that a volunteer’s performance will be evaluated on fit within a specific department and the volunteer can be moved to another position. (This is a two-way street; it also protects the volunteer from being stuck with very demanding or uncooperative staff)

Communicate your commitment to supporting staff. Before placing a volunteer, speak with staff about your readiness to intervene if a volunteer is behaving in ways that hinder production. Get the idea out in the open that your focus is on helping staff be more productive and you are leading volunteers, not simply placing them.

Ditch the idea that volunteers will stay because we are nice to them. Instead, remind yourself that volunteers will stay because they are doing work that is meaningful and in order to engage in meaningful work, behavior must align with mission centric goals.

Bravely follow-up and be willing to intervene. Feedback is not always criticisms that will drive a volunteer away. Mediation means taking into consideration the needs of both sides and finding solutions that best benefit the organization. Being on top of situations ensures that volunteers are valued, not tolerated. Ask both sides questions that direct them towards accomplishments, such as “what path do you envision us adapting to increase our survey input results,” or “what small thing right now will help us improve our client satisfaction?”

Be willing to be a leader who can do the hard stuff. Just because a volunteer is emeritus, or wiser, or more accomplished does not mean that you are their subordinate. Your volunteer program is a reflection on you. In your organization, are volunteers valued or are they simply considered a necessary nuisance? Are volunteers given juicy tasks or are they relegated to boring minutia? With courageous leadership comes respect for the program.

Educate staff on working with volunteers. Humanize the volunteers. Stress their character and commitment to the mission. Emphasize their desire to help staff, not hinder them. Highlight volunteer accomplishments with a caveat to staff who embraced them. The more we make staff feel as though they “have to accept volunteers,” the less they will actually accept them. Instead, as leaders, we need staff buy-in and it takes some staff ego massaging to get that buy-in.

Listen to other volunteers. If volunteers are complaining about a volunteer’s behavior, or worse, quitting because of behavior, there’s a clear problem. How many good volunteers are we willing to lose because we would rather not engage in mediating destructive behavior?

And most importantly, act quickly. Intercepting a problem before it becomes messy and unmanageable will keep those sleepless nights at bay. Regularly surveying staff and volunteers can unearth budding challenges. Following up on those challenges early gives a higher rate of successful mediation versus allowing patterns of behavior to cement. And, by showing your commitment to creating an excellent program, your leadership value will exponentially rise.

By focusing on mission goals, we can more clearly see the big picture. Mediating and creating volunteer fit has the following tremendous potentials for a huge return on that investment.

  • More satisfied and engaged volunteers
  • Staff who will champion volunteer engagement
  • Openings to more volunteer roles
  • More recognition for volunteers
  • Respect for the volunteer manager voice
  • More leverage for negotiating new programs, ways to integrate volunteers or eliminating outdated volunteer roles

While confronting behavioral disputes is down right hard and uncomfortable, we will reap enormous results by bravely tackling this challenge. Each successful attempt at mediation will move the needle closer to a professional and more respected volunteer program.

Leading is doing the challenging stuff well. It gets easier once you burst that tension bubble and see how satisfying it is to get results.

After all, we’re not volunteer coordinators who shrug because staff doesn’t seem to like volunteer Addie. We are leaders of vibrant, contributing volunteer programs.

-Meridian

 

 

 

 

 

 

When Staff Doesn’t Like a Volunteer Part 2: A Success Story

22 Wednesday Aug 2018

Posted by in staff and volunteer relationship, Uncategorized, volunteer management, volunteer retention

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adult art conceptual dark

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What happens when staff doesn’t like a volunteer? Does the volunteer quietly quit because they never get called or do staff begrudgingly put up with a volunteer they dislike and work suffers? What can we, the volunteer program leader do in these situations?

A leader of volunteers, who is a good friend and colleague recently shared this experience with me:

I remember one of our volunteers, Steven. Staff would run the other way when Steven came in because Steven always had an idea or a plan to improve our organization and the way we operated. It would frustrate already overworked staff to listen to all these critical ideas.

But what they didn’t know about Steven was he would take the assignments other volunteers wouldn’t take. He actually volunteered for a lot of shifts, ones that needed filling. He was both annoying and indispensable at the same time.

It was exhausting, knowing how dependable Steven was and yet being frustrated at his frequent sharing of plans to improve our organization. But then one day, a solution came in a most unexpected way.

A staff member, Allie who was in charge of a large project involving the creation of a detailed cataloging system needed volunteer help. The assignment meant working in a basement on a very cranky machine. Most volunteers wouldn’t want to tackle such a cumbersome project in a dingy basement so I thought of Steven. I asked my boss if I could approach him with the proposal and fortunately, she agreed.

The staff member in charge of the project was willing to give Steven a try so I approached him, saying, “look, Steven, saying no is ok. I’m asking you to work on a temperamental machine in a basement here, but it is crucial work that needs to be done.”

To my surprise, Steven replied, “I would love to do that.” And the interesting thing that happened, was Steven got to see behind the scenes at our organization and by working directly with staff, began to realize how little time they had for all these ideas and projects he had been pushing on them.

I knew that pairing Steven with this assignment was a success when all on his own, he recruited another one of our volunteers to help with the project. I even overheard him one day pipe up when hearing a group of volunteers grouse about how slow it was taking to get an answer to a question and say, “you don’t realize how busy the staff is here.”

With Steven I knew that I could either sit back and just let him drive me crazy or I could understand how much he cared about the mission. I realized his complaints and ideas came from his desire to support our mission, not from some need to complain.

I remembered something I heard from a very wise peer that stuck with me: “That one unhappy worker might be the lone voice in the wilderness telling us something we need to hear. We need to ask: Why are they miserable? Maybe, they have a point.”

When dealing with complaining volunteers, we have to examine whether or not it is the message or the way it is presented that irks us. And staff must realize that a volunteer’s role is not to make staff happy.

Just as every staff member needs direction from their supervisors, volunteers need direction from the person supervising them. We can’t expect volunteers to read our minds, so as leaders of volunteer programs, we need to train staff and show them that volunteering is a two-way street. That’s where the successes lie.

So, from this experience, we know we can salvage a staff/volunteer relationship that has soured. Let’s look at the volunteer manager toolbox and pick out some tools that work in these types of situations:

Mediation: One of the most important tools a volunteer manager possesses. Stepping back and thinking about three basic things helps us to mediate.

  1. What is the best outcome for our mission?
  2. How will volunteer A satisfactorily arrive at the outcome?
  3. How will staff member B satisfactorily arrive at the outcome?

By focusing on outcome, (a capable volunteer and a reasonable staff member will find a way to work together to further mission goals) we can then create a mediation plan.

Look for the interests of each party. For a volunteer, it may be they believe they have good ideas and need to be heard. For a staff member, it may simply be they need quiet time to get their work done. How then, can these two interests be addressed to the satisfaction of each party?

Picture a continuum: On one end the staff member would give the volunteer complete attention at all times. On the other end the volunteer would work in silence at all times. Begin to move the ends toward the middle-what would that look like? Maybe staff could spend 5 minutes with the volunteer when they arrive and update the volunteer while listening to any new thoughts. Maybe the volunteer could be instructed to bring all new ideas to the volunteer manager who would present the ideas in official ways.

The point is to craft the movement of the two sides towards one another, keeping the mission as the goal.

Story crafting: A skill that serves volunteer managers well. In the above Steven story, our volunteer manager deftly created a story. By thinking of volunteers and staff members as stars of a story, we can more clearly ‘write’ the ending in our heads. We can envision ‘reading’ that volunteer Steven was paired with staff member Allie which resulted in a mutually beneficial relationship. It helps us to step back from the situation and look at it logically with a positive outcome or ending in mind.

Another use of story crafting is to present each side in mediation with the story of the other side’s point of view. Telling Steven how much work needed to be done was a story meant to educate him on the enormous work load on staff. Telling Allie how volunteer Steven would take assignments no one else would take was a story meant to inform Allie that Steven was committed to getting the job done.

Positive identification: The tool volunteer managers use daily. Let’s look at Steven’s success story. How did staff view Steven? They saw him as a hypercritical, over-simplifying volunteer who continually offered up unwanted ‘solutions’ to problems that either did not exist or were being addressed in other ways. What did they not see? They did not see Steven’s passion for the mission, his willingness to help in any manner, nor his desire to more fully understand organizational workings.

Tapping into volunteer’s motivations will yield clues to their behavior. Maybe the needy volunteer just went through something tragic and is hurting. Maybe the talkative volunteer is isolated. As volunteer managers, we can humanize our volunteers so that staff sees them as more than just temporary help. We can highlight the volunteer’s character by sharing the positives we witness. Sometimes our humanization needs to use the word ‘but.’ For example:

Volunteer Millie lost her husband of 45 years a few months ago and is a little raw but she is so grateful for her husband’s care that she is committed to learning our system so she can further our work. She wants to be a help to us, not a burden.

Volunteer Asher lost his job due to cutbacks but he is passionate about helping end hunger and actually considers this an opportunity to make a difference in the world. He says he feels privileged to learn from our staff.

Matching: The volunteer manager tool that is always sharp. By pairing Steven with staff insiders, he was able to see first hand how overburdened staff were. He was able to integrate into the bigger picture and thus became a champion for not only the mission, but for the very staff that had rebuffed him before. And by choosing a staff member who was willing to work with Steven and most likely had a personality that would benefit Steven, our volunteer manager made a successful match.

Now here is the really interesting part in all of this. Experts say that behavior is the outward expression of attitudes, but that if behaviors are modified, attitudes can change. Look at the Steven example. His attitude changed. And as his behavior changes, staff’s attitude towards him and possibly other volunteers will slowly change as well. So, if we can mediate behavior changes in staff and volunteers, we may just end up with attitude changes.

Next time: Part 3. Laying the groundwork for volunteer engagement that takes into consideration personalities, character, attitudes and behavior.

-Meridian

Should Our Volunteer Ads Be More “Real?”

08 Wednesday Aug 2018

Posted by in Uncategorized, volunteer ads, volunteer recruitment

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Opening her laptop, Yvonne peered at a tiny picture in the daily feed. She studied the photograph of the child in a hospital bed and something inside of her clicked so she opened a new tab and searched for “hospital volunteers needed.” Numerous volunteer ads popped up.

“Volunteer with us, bring your caring heart.”

“The life you change may just be your own.”

“Our volunteers are priceless.”

“Take that first step and volunteer to help.”

Yvonne took in the photos of volunteers working together, triumphant smiles on their busy faces. She imagined how dynamic these volunteers must be, and here she was, shy, insecure, and full of doubts. She wasn’t like them. They were so…amazing and who was she kidding, she was just stumbling through life. With a wistful sigh, Yvonne closed the tab and moved on.

Social comparisons: How do we know if we’re good, or smart or accomplished? We compare. We look for people who are similar to us or are in a similar arena. We look at our lives and the lives of others around us and sometimes we win and sometimes we fail miserably. (all in our heads of course)

There are a huge variety of reasons folks don’t volunteer. Heck, volunteer managers twist into knots trying to make everything perfect to attract volunteers. Beyond the changing volunteer needs such as flexible schedules, meaningful experiences and episodic or virtual opportunities, is Yvonne’s reason another one to consider?

I remember a conversation I had a while back with a friend, Judy. I had been trying to get Judy to volunteer for years. She would be perfect, I always thought. Funny, no-nonsense, industrious, she would bring an air of authenticity.

“No,” she said emphatically. “I’m not volunteering. You guys are all so, I don’t know, smiley.” At the time I laughed, but Judy’s perception stayed in my head. And it made me wonder if there were others like Judy out there.

Do they think “That’s not me. I’m not that selfless, or happy or giving or whole. I look at volunteer pictures on websites, or Facebook and see volunteers, arms around each other as they pose in front of the playground they built or the building they painted or the kids they saved and I think, “I can’t be that. I’m flawed.”

Do they read the newspaper and see volunteers receiving awards and think, “Good for them. They must be perfect. It’s too hard for me.”

Does posting pictures of our photographic moments set up some people to fail at social comparison? Do we sometimes erroneously assume anyone who looks at the pictures will automatically want to be one of those volunteers? Maybe we could add in some other words or images to connect with hesitant prospective volunteers.

Today in advertising, real people have mostly replaced the old, stereotypical perfect people. Is there a way to re-imagine popular volunteer slogans to appeal to the “I’m not perfect like them” prospective volunteer?

  • Volunteering, a Work of Heart = Volunteering is not easy, it can be sad and frustrating and exhilarating all at the same time. Nothing is perfect, not the work, not the clients, not the organization, and we don’t expect you to be perfect either. That’s the real beauty of it. It’s real, just like you.
  • Help Others, Help Yourself or The Life You Change Might Be Your Own = We kinda think volunteering can be a great experience, but we can’t promise it. We can promise though, that we’ll work with you to make sure you get something pretty awesome from it. It’s sort of like a treasure hunt, we don’t exactly know what you’ll get out of it, but it could be pretty great like meeting some fascinating new people, finding out some neat stuff about yourself, or discovering how people, even thought they may seem vastly different are pretty much alike when you boil it all down. 
  • Volunteers are Priceless = Yeah, this is pretty meaningless, we know. We do pledge however, to not waste your time because your time is valuable and we want to make sure that you feel as though your time was spent wisely.
  • A Volunteer Journey Begins With a Single Step = Ok, this is true. We all took that first step. It wasn’t easy, we were scared, and didn’t know what to expect. But once we took that step, it got a little easier. You can bail out anytime, so keep that in mind. We’re not superhuman and don’t expect you to be either. Trust me, you’re not alone, we will take that first step with you. 
  • Just Bring a Caring Heart = Look, it’s a fallacy that all these volunteers are so perfect and love everybody all the time. We all do rotten things once in a while, have lousy thoughts, get mad and grumpy too. But together we can figure it out because we are humans, flawed and imperfect and maybe that’s the point.

I’d like to offer another ad here. This one isn’t based on some traditional volunteer slogan. It’s based on something I’ve observed over many years of on-boarding volunteers: The new volunteer who is hesitant, unsure, somewhat nervous about his/her abilities, the one who took a little longer to feel comfortable usually turned out to be an outstanding volunteer. So this “pitch” is for them.

Hello you. I’m speaking to you. You may see yourself as inadequate, unable and unworthy. What do we see? We see someone who is open and thoughtful and considerate.

You may imagine that you’ll fail at volunteering because there’s some magical skill you need and you don’t have it. What do we imagine? That you’ll bring a unique perspective to our mission, that you’ll fit in because all of us here are unique too. A lot of us are downright quirky and stumbling if you want the honest truth.

You may think we want you to be perfect. What do we want? We want to do some good in this crazy world and we don’t have all the answers. We’re not looking for perfection. We’re looking for you.  

So, should we now just post pictures of volunteers milling around looking lost and unhappy? (maybe snap a few pics of volunteers trying to find where they’re supposed to be stationed at the next big function)

No, but just as we don’t view ourselves as one-dimensional, prospective volunteers see themselves as complex too. And a few of them might need to know that volunteers aren’t these super human people who have it all together all the time.

There might just be a message for prospective volunteers like Yvonne: We want you-imperfect and quirky and full of potential.

Kinda like the rest of us.

-Meridian

This is an update from a post in 2015: Dieting, Models and Volunteering

Volunteering and the Goldilocks Margins

25 Wednesday Jul 2018

Posted by in Uncategorized, volunteer recruitment, volunteer retention

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Volunteering and the Goldilocks Margins

photo courtesy of https://gratisography.com/

Do volunteers wander from organization to organization, sampling the volunteer porridge or sitting in different volunteering task chairs, looking for the opportunity that is “just right?”

Some volunteers do exactly that, while others might taste a cold volunteer encounter and walk away for good, equating all volunteering with their one, less-than-perfect experience. Some volunteers are undeterred and will continue searching for an opportunity that fits. The point is, the more we set a foundation for finding a “just right” volunteer experience, the more volunteers will at least try us out.

Our earth exists in the Goldilocks zone, the habitable area around the sun. In this zone, conditions are optimal to sustain life such as presence of liquid water, luminosity of the central star, gasses etc. In other words, there are variables, which when combined, create the optimal backdrop for life to form and thrive.

Can this be applied to volunteer engagement? Do we need more than a friendly face to recruit volunteers, and to sustain them?

Well, let’s examine these common statements about “getting volunteers”:

  • “Just ask.”
  • “There are lots of people out there with time on their hands.”
  • “You can’t tell me that a few hours on a Saturday is a big deal.”

What is so wrong with the above statements? For one thing, they are simplistic extremes (like hot and cold porridge) and do not take into consideration the conditions that must exist for volunteer engagement. Volunteering conditions, like the Goldilocks principle have to fall within certain margins in order to attract and sustain volunteers.

Just as distance from star, liquid water and atmosphere are the major conditions for a habitable planet, there are major conditions for engaging volunteers. When our volunteer programs fall within the optimal margins in the following three conditions, we have created a volunteering Goldilocks zone.

  1. Volunteering must be seamless. Not easy, but seamless: A prospective volunteer needs a response within 24 hours (48 on weekends) or else our “urgent need” is meaningless. Steps to volunteering must be clear, relatively simple and able to be completed in a timely manner. Any glitches, or unreasonably long waiting periods will dim a volunteer’s enthusiasm. This doesn’t mean we need to accept any person without reservation, vetting or orientation. It means the process must make sense to the volunteer and not fraught with unnecessary obstacles. If we proclaim we want volunteers, we have to show it by a seamless onboarding process. We must not advertise volunteer roles and then use bait and switch to get volunteers to fill roles we need to fill. We can’t over-onboard or under-onboard volunteers. We need a system that is practical, understandable and frankly adaptable.
  2. There must be meaning in the volunteer work: Volunteers want to make a difference. Every task or role needs a direct connection to the mission. Every task or role must be explained so volunteers clearly understand why their help is crucial, why their time is valuable and why we wanted them in the first place. Even less exciting volunteering roles support the mission. It is imperative we convey the impact roles and tasks have on furthering our work. Not enough conveying of meaning drives volunteers away, but so does gushing over them and treating them as though anything they do is the most amazing thing in the history of volunteering. Volunteers need meaning that focuses on the work and how they have contributed.
  3. Communication is crucial: This is probably the most basic condition. Volunteer communications must be clear and on point. Impact on mission, appreciation for their time, clear instructions, organizational policies, changes in org policies are all examples of the areas that volunteers need clear and direct communication. Obviously too little communication begets disaster but bombarding volunteers with too many emails, or phone calls also can turn them away.

These margins are only the beginning. Just as in the Goldilocks zone where other, more subtle influences determine if and how life can be supported, there are unique volunteering influences that can impact whether a volunteer decides to share his/her time with us. Some of these variables are:

  • Does the task fit within an acceptable time frame?
  • What skills are necessary to do the task?
  • How far away is the task site?
  • Is the task recurring, one time or sporadic?
  • What support can be expected?
  • How much training is involved?
  • What responsibility level is involved?

Each one of the above variables contributes to a volunteer’s commitment. When the “just right” foundation is in place, then the above variables can be adjusted for an optimal experience.

Volunteering needs a Goldilocks zone, one in which careful planning creates the favorable conditions for engagement. It’s not about luck, or happenstance or just asking anymore. It’s about the creation of an engaging atmosphere, followed by attention paid to all the other, unique conditions that might drive a volunteer away.

It takes a knowledgeable, experienced and fearless volunteer manager to push an organization into the volunteer Goldilocks zone. Optimal margins for volunteer engagement require the participation and buy in from the entire organization, not just the volunteer department.

So, as we consider the conditions in which volunteering engagement is optimal, we can begin to lay our Goldilocks foundation.

Let’s be a habitable volunteer planet. Let’s be just right.

-Meridian

Do Volunteers say ‘they’ or ‘we?’

04 Wednesday Jul 2018

Posted by in integrating volunteers, Uncategorized, volunteer management

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baseball bleachers chairs close up

Photo by Bahram Jamalov on Pexels.com

Niko looked down at her t-shirt that read “Children’s Zoo Volunteer.” She forgot that she still had it on. The older lady in front of her in the checkout line, had turned and smiled. “I like your shirt. Have long you volunteered there?

“Thank you.” Niko shyly replied. “It’s been about three years.”

“I take my grandkids there all the time,” the lady said as she put her groceries on the conveyor belt. “They especially love the polar bear habitat. I’m excited about the new interactive childrens’ corner. Do you know when that opens?”

Niko moved up. “I think they’ve scheduled it for this fall.”

“Maybe we’ll see you there sometime.” The lady pushed her carton of orange juice forward. “It really is a wonderful zoo.”

“It is.” Niko returned. “They do a great job, don’t they?”

Do our volunteers use the term “we” when referring to our organizations? Do they include themselves when speaking of organizational accomplishments, or fielding praise and questions? Or do these words come out of them? “I’m just a volunteer.”

We, volunteer managers often say, “we want our volunteers to feel included.” This is a little bit like saying, “I want my child to think I love him.” Creating an atmosphere in which someone feels something does not guarantee those feelings are based on something tangible. Rather, those feelings could be based on surface ideas and token gestures instead of deeply ingrained truths.

Maybe instead, we should state, “we want our volunteers to know they are included,” or “we want our volunteers to be included.” It’s a subtle, but important difference.

Perpetuating outdated ways of thinking will not move volunteer engagement forward. Inclusion is not about the emotions involved and whether or not we imagine that volunteers feel included. It’s about knowing they are included. It’s about stepping up and putting words into action and creating a foundation of inclusion versus symbolic gestures.

It’s about a commitment to shifting our paradigm.  It’s about going beyond the appearances of inclusion that typically include:

  • Yearly volunteer thank you luncheons (as a separate group)
  • Volunteer mentions in the newsletter (as a separate group)
  • Volunteer awards (as a separate group)

If volunteers are part of the “team,” then we have to ask: Why are they always referred to as an aside? Just for the heck of it, let’s look at a different kind of team and consider this recap of a baseball game.

The Otters beat the Pelicans 5-4 in a wild game on Saturday. Addison (Shortstop) and Javier (Second Base) turned an incredible double play with the bases loaded, robbing the Pelicans of a chance to take the lead in the 9th inning. Two of the Otters’ starting lineup hit home runs in the 5th: Jason (Right Field) and Billy (Left Field). In the 7th, Ron (Third Base) dove headfirst ahead of the tag into home plate on Ernie’s (First Base) perfectly placed bunt. The pitcher, Fergie had 11 strikeouts and credited his catcher, Wilson for calling a great game. Afterwards, manager Leo said of his team, “We got the job done. I’m proud of the way the team worked together.”

So, what does this baseball analogy have to do with volunteering? Well, what if each position on a baseball team was treated as a separate entity? The reporting would look like this:

  • In shortstop news, Addison made an incredible play.
  • In second base news, Javier made a great play.
  • In Right Field news, Jason hit a home run in the 5th.
  • In Left Field news, Billy hit a home run in the 5th.
  • In Third Base news, Ron scored a run.
  • In First Base news, Ernie executed a perfect bunt.
  • In Pitching news, Fergie had 11 strikeouts.
  • In Catching news, Wilson called a great game.

Doesn’t sound so much like a team effort anymore, does it?

Truly integrating volunteers into the team means including them as partners in our accomplishments. Sure, we can identify them as volunteers, just as we identify a baseball player’s position. And including them in our accomplishments in no way detracts from the accomplishments of hard-working staff.

It simply indicates that our organization is a team, working together. It shows we are generous with our credit and that we want to expand our support in the ongoing effort to accomplish our goals. It shows that outcomes are the objective, not ownership or martyrdom or personal praise. Inclusion shows potential volunteers, staff members, board members, clients and even donors that we are the very essence of charitable.

When we send out our glossy newsletters, is there a volunteer spotlight within or are the volunteers incorporated into the meaty stories about how the team has made inroads into stopping illiteracy, or providing meals to vulnerable populations? Do volunteers’ names appear in the same sentence as staff members or donors?

We can plead that “our volunteers should feel included,” until we are hoarse, but until our volunteers are included, we will be stuck with balloons and t-shirts and volunteers who say “they.”

-Meridan

 

 

Mono or Multi? Voluntasking is the Answer

27 Wednesday Jun 2018

Posted by in non-profit, organizations, staff and volunteer relationships, Uncategorized

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Greta’s hand was shaking. Three recent volunteer requests needed her attention. One of her volunteers, Serena, was on the phone with a major problem. End of month reports were due at 5pm and Greta hadn’t gotten the chance to record all the available volunteer hours. Matt, a recent graduate of the latest volunteer orientation was standing in her doorway. He needed a dose of her encouragement. She could feel her heart racing. How would she be able to do it all?

Multi-tasking vs. single or mono-tasking. A 2009 study of heavy media multitaskers versus light media multitaskers from the Proceedings of the National Academy of Sciences of the United States of America revealed that heavy media multitaskers are more likely to be affected by random, non-essential stimuli. And here’s the surprising results. Heavy media multitaskers performed worse than light media multitaskers on a task-switching ability test, instead of performing better as expected. It seems as though multi-tasking actually hinders our ability to concentrate.

There is one tremendous benefit we seldom speak of in describing volunteer contributions. Volunteers are more able to focus on a single task than harried staff who are juggling multiple duties at one time. We, volunteer managers know this from experience. Take Greta in the example above. Can she possibly bring her best to each task in front of her? Will she be able to give her undivided attention to Matt, or to Serena? Will she find the concentration necessary to fill the volunteer tasks? Can she actually clear her mind to gather and record the volunteer hours for her report, not to mention adding the additional stats and stories she knows will make her report more impactful? Or will her attention dart back and forth, splitting her cognitive abilities into tiny, unusable pieces?

No, not with all the external stimuli that fractures her attention. This inability to do superhuman multitasking is one of the reasons we, volunteer managers ask for volunteer help with our workload. We realize that a competent volunteer can do a job that might take us ten times as long to do, because we are in a constant state of being distracted.

We’ve seen it so many times. Give a volunteer a desk and a light and they will power through an assignment. Volunteers possess the trifecta of task accomplishment:

  • The will or passion
  • The time
  • The focus

We need to highlight this overlooked asset and properly showcase it as a benefit derived from embracing volunteer help . We can start by asking staff and senior management these questions:

  • If you had two hours a day to focus on one task without interruption, what could you accomplish?
  • Do you often feel like you are being pulled in multiple directions and you can’t concentrate?
  • What would it mean to you if you could offload a portion of your work so that you could give your attention to the tasks you feel are critical to your job and our mission?
  • Do you feel that being pulled in so many directions actually helps or hinders your ability to reach your goals?

And here’s the kicker question:

Do you really think that someone who is passionate about helping, can sit and actually focus on the task at hand and is willing to devote the time to getting it done will do a much poorer job than the person who is continuously pulled in every direction?

If you want to have some fun, at the next staff meeting, ask staff to take out a piece of paper. Announce a phrase, such as “volunteers are great.” Ask staff to spell the phrase out loud while writing their names and addresses on their piece of paper. You’ll get laughs and groans, but it will take a good chunk of time as their brains switch back and forth between tasks. And it won’t help that they are being distracted by the reactions of their fellow staff members around them.

Now point out that this is their reality. Ask them (in all seriousness) why they wouldn’t want a volunteer, one who is capable, and has the will, time and focus to accomplish tasks more quickly and efficiently, helping them.

Non-profits are notoriously understaffed and overburdened. The reluctance to seek volunteers’ help is holding missions back from great accomplishments. The mind-destroying multi-tasking world in which non-profit staff find themselves can be alleviated by the help of focused volunteers.

We can encourage our organizations to take advantage of volunteer help for many reasons, all of them sound. One simple, but overlooked reason is voluntasking: the passion and ability of volunteers to devote the time it takes to focus on one task, thus accomplishing it faster and with more accuracy and freeing up staff to concentrate on mission centric goals.

Or, we can all continue to cling to our workloads and keep multitasking. But, if we do, we’d better learn to love mediocrity and burnout.

-Meridian

 

Horrors! Can a Volunteer Manager Say No?

20 Wednesday Jun 2018

Posted by in messaging, Mission centric volunteer engagement, personal development, Uncategorized

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Carlos took a deep breath and regarded Marty, a long term volunteer who stood before him. “Mr. Jansen really wants to visit his son in Philadelphia.” Marty said. “It’s only a four hour trip from here and I don’t mind taking him. We can do it in a day.”

Carlos thought about the organizational policies, trying to recall one that forbid volunteers from driving clients on long trips. “I’m not sure that’s such a good idea, Marty,” he said. “I really don’t know if we should do this.”

Leadership is about doing the right thing, even if it is the hardest thing to do personally and even if it puts you on the spot. As leaders of volunteers, we are faced with doing the right thing every day. We must weigh the right thing for our organizations, for our volunteers, for our vulnerable clients, for our communities and for us.

Being able to say no is sometimes the right thing to do. While our jobs pretty much paint us as the folks who always say “yes,” we must take into consideration the times we are obligated to say “no.” Some obvious examples are:

  • when a volunteer wants to break policy and jeopardize the safety of himself or a client
  • when a request for a volunteer puts the volunteer at risk
  • when a community service volunteer wants you to sign off on hours not spent volunteering
  • when anyone asks you to embellish volunteer hours

It’s easier to say no when strict policies back you up, or risk factors are obvious. But sometimes we have to say no, when policy is not a factor and the area is gray. Examples might include:

  • When someone requests a volunteer for a task that volunteers have strongly objected to
  • When a volunteer wants to initiate a project that will take precious time from mission related work
  • When you are asked to fill in for a volunteer on your day off and you already have plans

How do we artfully say ‘no?’ If we feel pressured to say ‘yes,’ or are backed into a corner, we might stutter and say something like, “I’m not sure.” A weak ‘no’ is really just a soft ‘yes.’ When saying no, you have to actually say no and not want to immediately take it back.

If you need to, ask for time to think on it. Say, “Let me get back with you on that,” so that you can formulate your response. Getting caught off guard seldom gives you the advantage of putting together a well thought out answer. Remember though, if you don’t get back to the person in a timely matter, they will assume your answer is yes.

Think of all the reasons you have to say no. It’s not because you just feel like being oppositional, it’s because you know there is a better alternative, or you have information the person asking the question does not have. Listen to your intuition and find all the whys that force you to say no, then explain the whys in decisive terms.

Present a suitable alternative. Explain why you are saying no, and offer an alternative. If say, a volunteer wants to bring a friend with them on assignment into a client’s home, you can say, “I’m sorry, but that is against our policy. The reason it is against our policy is because no one who has not been background checked and officially entered into our organization can enter the home of our client. (the why you’re saying no) This applies to staff and volunteers alike. I can offer your friend a path to becoming a volunteer so that he can accompany you on assignments. (the alternative) Let’s talk about how to make that happen.”

Steer the person towards the alternative. If a staff member wants you to find a volunteer for a task the volunteers have repeatedly said no to, you can say, “I will try, but our volunteers have said no in the past so I’m not likely to be able to fill this request. But, we do have volunteers willing to help you in other ways. Let’s discuss the ways they want to be of service and how they can support you.”

Be clear that a no is not personal. Leadership is about the mission and the team. Point out the mission centric reasons you must say no. “I understand that things change rapidly and that now you are asking for five additional volunteers for tomorrow. I will ask one of our experienced volunteers to make last minute calls and I know that every one of our volunteers who can commit, will commit, so you are in good hands. I however, must continue to work on the annual gala which is next week because volunteers are heavily involved and the gala is extremely important to our organization’s outreach.”

There’s a reason these responses sound an awful lot like “professional speak.” It’s because they are. Using professional speak is the way to stop others from viewing you as a lightweight, a yes person, a go-fer. Using professional speak forces others to communicate with you on a mission-related level and not on emotional or personal terms.

Feeling like you can never say no resides on emotional levels. Being able to say no in a professional way resides on logical, thoughtful levels. In order to take control of the conversation, use professional speak that centers on mission centric goals and steer the person away from trying to emotionally manipulate you.

You can put off a conversation until later when you have the time and energy to discuss it with focus. Take the volunteer who wants to initiate a program that takes time from mission related goals. You can say to that volunteer, “that sounds like an interesting proposal and one that you’ve given considerable thought to. I really want to give you my full attention, so can we set aside a time to discuss it when we can really focus on what you are offering?” Then set aside a time when you are not being bombarded from all directions and can thoughtfully discuss any ideas.

Saying no is not a failure on our part. It is actually an opportunity to control the direction of our programs and a chance to steer people towards a better way of engaging volunteers by offering more viable alternatives. When done with tact and professionalism, saying “no” can open doors to a better “yes.”

A strong leader is able to say no in a way that assures everyone that the no means listening carefully, then a negotiation, or a revamping or an alternative.  Above all, it indicates a striving for excellence. And that already describes every volunteer manager.

-Meridian

 

Helicopter Volunteer Management

13 Wednesday Jun 2018

Posted by in Uncategorized, volunteer management

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Yvonne looked at her watch. “Oh my gosh, it’s 12:30, I have to get up there.” She hastily threw the rest of her lunch away, closed her office door and headed upstairs to the workroom. Her volunteer, Angie was just settling in for her Thursday afternoon work recording client surveys. Angie picked up the rubber banded stack and opened the computer program on the aging desktop.

“Hey, Yvonne, how are you?” Angie asked. This corner of the workroom, designated for volunteers was quiet, a bit dark, since the clouds outside threatened rain.

“Great, now that you’re here.” Yvonne turned on the lamp a few feet from the desk. Do you have everything you need?”

“I think so,” Angie said, looking around. “I’m not sure if all the new surveys are here, but I can work with these.”

“Oh,” Yvonne put her hand on Angie’s shoulder. “I’ll go find out where the new ones are and bring them to you.” She headed back to her office. After several phone calls, Yvonne tracked Garth in compliance down and was able to retrieve the latest pack of surveys and bring them to Angie.

Helicopter volunteer management. When does making sure that volunteers are engaged border on hovering and intrusion?  When does the desire to give volunteers a meaningful experience devolve into swaddling them in bubble wrap?

We, volunteer managers can often walk an emotional tightrope when we “hand over” a volunteer to a department. We can feel like the typical proud parent, especially when we have spent precious emotional time cultivating a volunteer. We recruit with an impassioned plea. We interview with laser focus, zeroing in on the volunteer’s strengths and desires. We train with patience, allowing enough time and questions to ready the volunteer for greatness. We instill in them what a great experience they will have.

And unfortunately, we carry scars, too. We’ve turned over excellent and ready volunteers, only to see them leave due to being under utilized or given confusing directions or not contacted quickly enough. We see all our upfront work wasted, our emotional investment dashed and we think of “what could have been.”

Sometimes, we just want to pick our battles. We know that if we complain that certain staff members don’t take working with volunteers seriously, we will be rebuffed, or labeled “negative” by senior management. And so, we pick up the slack, or follow a volunteer about, making sure that he has everything he needs. And maybe it’s not even that. Maybe we realize that departments are just not going to cuddle our volunteers and that scares us a bit.

While we have the best interests of the volunteer and organization at heart, does helicopter volunteer management have its drawbacks? What might they be?

  • We perpetuate the stereotype that volunteers are low-skilled. By running around making everything ok, we send a message to the staff working with them that volunteers are not capable of doing the job without our help.
  • We create volunteer dependence. When we subtly say to our volunteers, “you need me in order to succeed,” we create a dependence on us and rob the volunteers of using their common sense and being able to forge a relationship with the departments they work for.
  • We use precious time better spent elsewhere. When we follow volunteers around, we miss opportunities to recruit other volunteers, or create new programs.

So, how can we let go of helicoptering?

  • Pull a new volunteer if a department doesn’t reach out to them within 3 days. Re-assign that volunteer to another department, or better yet, keep that volunteer and ask them to help you with your projects. Don’t chase a department, begging them to call the new volunteer. And don’t be so quick to get them another one, but explain that if they cannot contact new volunteers in a timely manner, then volunteers won’t wait.
  • Prepare volunteers as well as you can and give them instructions to call you if they need you.
  • Praise staff who work well with volunteers. Create awards for key staff, Trust the time it takes for them to forge relationships with volunteers.
  • Expect some amount of failure. Unfortunately, failures will occur. It’s important to not blame yourself, or to fall back into the helicopter mode.
  • Appoint seasoned volunteers as mentors. Ask them to take new volunteers under their wing and to check in with new volunteers often at first.
  • Gather feedback, especially from new volunteers. Prepare a “new volunteer report,” and include their comments, both positive and negative. Share with senior management.
  • Prepare departments individually to work with volunteers through a “new volunteer integration plan.”
  • Continue to educate staff. Create training through in-person, video, manuals, posted tips or cheat sheets. Help staff learn how to work with volunteers.

Our desire to hover over our volunteers is understandable since it is most often based on experiences we’ve had when helplessly watching volunteers leave due to being under utilized or due to the amount of effort we put into cultivating and readying new volunteers.

Instead of hovering, which simply band-aids any problems, we can begin to work on fixing our tendency to helicopter by addressing the underlying issue: What do we think happens to volunteers once they leave our cocoon of cultivation?

  • Do we assume they will be mistreated?
  • Do we assume they are not capable of handling themselves?
  • Do we think that once volunteers ask questions, or need something, they will be labeled “difficult?”
  • Do we secretly desire to be the only person who can get the best out of the volunteer?
  • Is it more than just doing our jobs for us?

We have to be careful in how we view volunteers and our role. If we operate in an “us vs. the rest of the organizational staff” bubble, then we are going to helicopter our volunteers. And we’re going to take any shortcomings by staff personally. Stress will follow us everywhere.

If, instead, we open up and begin to work within the system, (good and bad) we can start to clearly see where challenges lie and then, in a professional way, find solutions.

One of the areas that may need tweaking is in that zone where a new volunteer joins a department. Before a new volunteer is assigned, help your organization’s departments answer these questions and formulate a “new volunteer integration plan:”

  • Does my department have a plan in place for new volunteers?
  • Do we have a departmental staff member to mentor new volunteers?
  • Do we have someone designated to answer questions?
  • What is our course of action should the volunteer need more help than we can give or is not working out?
  • How do we help the new volunteer succeed, but continue to get our work done?

Once these questions are adequately addressed, a new volunteer should fit into a department more comfortably, thus removing a lot of the anxiety felt by the volunteer manager who placed the volunteer in good faith.

Cultivating volunteers is a highly emotional experience. We get caught up in the volunteers’ passion and desire and sometimes their issues. We want to help them. While noble, this desire to see them flourish can take an emotional toll on us.

Can we set aside our emotional investment and let them fly? Can we forcefully, yet professionally advocate for top-down respect for volunteers and their time? Can we partner with other departments to set up a system for integrating new volunteers? Can we meet out consequences in a solution-related manner when departments fail our volunteers?

We, volunteer managers invest heavily in our volunteers with our time, energy, mentoring, and passion. It’s time we also invest in our own emotional health by setting our organizations up to successfully integrate new volunteers so that we can refrain from helicoptering and move forward to recruiting and creating innovative programs.

-Meridian

 

 

 

Velp or Vichelin Stars, Whichever

30 Wednesday May 2018

Posted by in Uncategorized, volunteer management, volunteer rating

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Do you clap on Medium or use Yelp or TripAdvisor or any of the rating systems? Do they influence your reading habits or purchases?

What if we were to institute ratings for volunteer organizations? “Yipes, are you nuts,” comes to mind. But, in reading Jayne Cravens’ excellent post, Volunteers should be talking about their experience online, on volunteers and social media experience sharing, it reminded me of something I posted a few years back.

In my post entitled, Of Tires, Stars and Volunteer Organizations, I argued that we should adopt a sort of Michelin Star rating system for volunteer organizations, one in which a central volunteer agency awards Volunteer Centric Stars based on attaining specific volunteer centric goals. Points of Light already does offer a path to becoming a service enterprise organization through their program. I’d love to see an expansion on that idea, one that has visual impact (stars) and levels of deeper commitment to volunteer engagement so that volunteers, donors and the community can easily see how much effort is placed on volunteerism.

Why would that visual make a difference? Well, why do we stop at hotels that have 5 stars, or why do we aspire to eat at a 3 star Michelin restaurant? Because there is accountability involved, whether it is through public rating or through an organization that creates standards.

At this point, volunteers have little to go on when choosing a volunteer organization, unless they have been a recipient of services. And with little to no rating system, why should any organization try to do better?

And what is the purpose of rating anyway, at least in theory? It’s feedback for entities being rated and guides for people looking for the best place to spend money or time. Let’s look at this example of the power of feedback:

Ben owns a small, upscale restaurant. Traffic has been down lately. He thinks, it’s got to be the quality of the food, so he sits down with his chef, Alisha and tells her that the diners are not happy. He sends Alisha to scope out other restaurants in the area so that she can mimic their menu. Alisha dutifully does as Ben asks, but there is no increase in traffic. Frustrated, Ben looks for another chef and replaces Alisha with Jorge. Together,  Ben and Jorge revamp the menu. Ben advertises a grand re-opening and for a few short weeks, traffic increases, but it falls to a level that is lower than before the re-opening. Perplexed, Ben finally joins a review site and to his amazement, the overwhelming complaints shared by his patrons are the rude wait staff, charging for water and the dirty bathroom. Ben had blamed Alisha and her food for the drop in customers, but it was other areas of his restaurant that drove them away. Ben had forgotten that dining is an experience and that every person and area in his restaurant contributes to that experience.

It’s no different with volunteers. Every person and area in an organization contributes to the volunteer’s experience, including the volunteer manager and other volunteers, ease of getting started, scope of work, etc.

The question, then becomes: What would volunteers say? It might be a frightening thought at first. But, how do we fix what we don’t know? How do we back up the idea that keeping volunteers motivated is everyone’s job? How do we illustrate our assertion that volunteers are looking for flexibility, or projects or skills based volunteering opportunities?

Until there is a volunteer rating system, if ever, can we just cut and paste one? Yes, we can and do. It’s our surveys or exit interviews, our conversations with volunteers and as Jayne Cravens so brilliantly points out, our monitoring of volunteer comments on social media.

Anonymous surveys can give volunteers a chance to be honest with us and provide the feedback that supports our assertions. If you do send out a survey, there are some feedback by-products that you might want to utilize:

  • At the bottom of the survey, give an option to include the volunteer’s name with the promise that anything that needs to be addressed, will be done in confidence. Follow-up with the volunteer.
  • Indicate on the survey that quotes will be utilized for recruitment purposes. Then, use the positive quotes as testimonials on your recruitment information, even if they are anonymous.
  • Share the positive and negative responses with upper management as an instructive way to show what is working and what is not working. If volunteers indicate that certain departments are not utilizing them or taking too long to contact them, then upper management needs to know that. Prepare a report based on the feedback you receive. Do it in a professional, instructive way, not in an emotional, “see, you guys are mean, and I’m frustrated,” way. Based on feedback, come up with recommendations to fix the negatives such as enhanced training for staff, better software to capture data, a review of jobs and positions, etc.

Scour social media sites for any comments on your volunteer program. Add those to your feedback report.

Even though there is not yet a Velp or Vichelin Stars, there is still organic rating going on in the form of word of mouth, social media and surveys. Feedback helps us cement the things we know, while we discover the things we don’t know. Think of the ways to use it to your benefit and encourage volunteers to give their feedback.

We can preach all we want about the path to meaningful volunteer engagement. But, if we really want things to change, it’s time to back it up with concrete evidence.

-Meridian