volunteerplaintalk

Tag: volunteer management

  • Yay, Another Holiday Card From a NonProfit!

    https://gratisography.com/

    So, last week, I posted a sharable holiday card for volunteers. Nice, huh, cause volunteers love getting cards from organizations, right? Cards mean we care, we appreciate (and we all know volunteer appreciation, no matter what it consists of, especially if it involves balloons, is the key to volunteer retention), we go the extra mile to engage our volunteers. What could be wrong with that?

    Volunteers love getting cards, right?

    Funny thing. Ironically, as I was sitting at my desk, on my laptop, posting the volunteer card, I was also looking at a pile of holiday cards I received from various nonprofits I’ve volunteered for. And my reaction to some of them? I just laughed. (Not the intended reaction, I’m sure)

    I laughed because I’ve been inactive at some nonprofits. I’ve not been contacted, surveyed, or asked what I’d like to do or heaven forbid, why I am not volunteering anymore. I’ve not been offered any “opportunities.” I basically sit on a list, like countless other volunteers. My name is a number.

    But, it’s my job, isn’t it?

    I have to admit, I’ve been mindlessly guilty of thinking cards mean the same thing to every volunteer. I’d think “hey, I HAVE to keep in touch with each and every person that even so much as breathed the words, “what’s this volunteering about?” I’d think, “how can I keep my hooks into this prospective volunteer?” And I also thought, “if I send this pretty card, surely that will make this inactive (or grieving or ill or suffering or unsure) volunteer whip out their phone and give me a jingle.”

    I could picture that volunteer, gazing at the glittery goodness, thinking, “wow, I’ve been so selfish. I need to contact Meridian. It doesn’t matter that the department she assigned me to never followed through. She’ll get me something better, I just know it!”

    So what if the message doesn’t resonate, it’s a pretty card!

    I knew a CEO who thought that volunteers would feel special getting cards signed personally by her. Never mind she rarely interacted with volunteers during the year.

    As a volunteer, I look at the cards from certain organizations as a waste of time and money. I actually feel that instead of connecting me to the organization, it has the opposite effect. The tone-deaf mindset alienates me further.

    So, don’t send cards? No, send them, but not mindlessly. Some of the cards I received included timely messages about the organization’s work. I find that more engaging than a simple signature. But a message to me as an active volunteer when I’m not, is tone-deaf.

    If I haven’t volunteered of late, messages such as “and thank you for volunteering this year,” reinforces the perception that the organization does not know me, nor cares to. Do I want to volunteer for them now? Eh, probably not, especially if I’ve not felt engaged when I did volunteer.

    In simple math, more volunteers=more work

    Once there are more than 30-40 volunteers, the ability to track them personally diminishes, which is why every volunteer manager needs his/her own volunteer administrative help to keep track of each volunteer’s status. Then, cards can work when a more personal message is included.

    And you know what? If one of the holiday cards I received had simply said, “We miss you,” I’d have felt like they were talking directly to me. I’d have felt guilty, intrigued, pleased, and motivated by those 3 simple words. Keep your glittery goodness. I want to be acknowledged as a human being.

    Glitter or Connection? Um, connection please!

    I’m involved with a start-up. I’m not getting a card from them. They have no regular meetings, no luncheon and drat, there are no balloons, ever. Everything is chaos. But you know what? They know me. That’s my glittery goodness.

    Managing personal connections with volunteers is not easy. It’s not simple. It’s not perfect. However, we can chip away at tone-deaf messages by looking at the causes and by forming solutions such as,

    • I have too many volunteers to keep track of personally: It’s easy to connect with volunteers who are outgoing, give a lot, are dependable, communicate, ask questions etc. Connecting with the rest of the volunteer team is challenging. Get volunteer administrative help now. Once I did that, things got better. A whole heap better. Here’s my complicated math equation. Every 25-50 volunteers=1 part-time volunteer administrative helper. I also had one designated volunteer to manage prospective volunteers. (she was so busy, she came in twice weekly. But you know what? More prospective volunteers followed through, thanks to her communication skills)
    • I’m unsure of volunteer preferences: Use surveys, whether informal or formal. Explain why you are surveying the volunteer-“because we want your experience to be a meaningful one. It’s a win-win for us, for you and for the people we serve.”
    • volunteers come and go, so I don’t know who is active, inactive, temporarily unavailable and I can’t create personal messages for everyone: Fair enough, so pay attention to language. What message would resonate or at least not sound tone-deaf? What would an active volunteer, an inactive volunteer and a volunteer who wants to be active, but can’t, all want to hear? Maybe scrap “thank you for volunteering,” and say something like, “every volunteer has contributed to our successes in our fight to eradicate homelessness” or “volunteerism is at the heart of our work and we want to acknowledge your contribution, past, present and hopefully, future.”
    • I can’t always know that a volunteer is sick, or their loved one died, or they got laid off: We can’t, and although it pains us, all we can do is be honest. “I didn’t know. You are valuable and we want to know your status, not because we want something from you, but because you are one of us.”
    • some volunteers are not returning calls, emails etc: This goes against every fiber of our volunteer manager hearts, but send the volunteers who are MIA a letter/email/card/call letting them know that they are welcome back anytime they wish to rejoin, but you are removing them from further volunteer updates. Then, remove them from the volunteer list. (OMG, it hurts to type “remove” and volunteer in the same sentence…nooooooooooooo.) Keep them on general lists, because you want that volunteer to continue to be an advocate for your organization.

    To send cards, or not to send cards

    Are we sending cards because it’s always been done this way? It’s tradition? I’m not saying don’t send, but how much in volunteer management is done because it’s always been done this way? It’s time to re-think volunteer engagement messaging, language and methods.

    What resonates with your volunteers? 2020 has given us the opportunity to change the way we engage volunteers. As the leader of volunteer engagement and impact, look at everything with a fresh eye. You got this.

    Oh, BTW, here’s the holiday card I’ve always wanted to send:

    let’s be real

    -Meridian

  • Thanks to the volunteers who lied, stole and created havoc

    Photo by Samuel Wu00f6lfl on Pexels.com

    Do you ever gush, “Thank you to of all the wonderful volunteers who have inspired me, enriched my soul and taught me compassion?” Yeah, that’s my go-to line because I mean it and I bet you do, too. Besides, isn’t thanking what we volunteer managers do best? (well maybe next to being annoyingly humble)

    Volunteers shape us and teach us how to be better leaders. So, maybe we should also thank the volunteers who taught us the lessons that strengthen our characters. You know the ones. Their memories are seared into your psyche like the time you dropped your phone when you learned a trusted volunteer called a client “idiot.”  You slunk back to your office when the CEO told you a volunteer tried to sell his daughter’s beat up Chevy to a client’s son. You found a seat way in back and kept your mouth closed in meetings after a volunteer wrote that oddly kind, but wildly misguided letter to the editor, calling your staff “an army of swat unicorns who invade with guns shooting helping dust.”

    Mop-up lessons are hard when they occur

    You never intended a volunteer to try and convert a client’s family to their religious or political beliefs. These are the mop-up lessons. You mop up the mess, apologizing profusely, hoping no one thinks that all volunteers act this way, while explaining that you never gave volunteers permission to move in with a client or take out an ad in the local paper and alter the logo to make it look like it was smiling.

    But, honest mistakes aside, think about all the clients saved from unscrupulous volunteers because you learned a hard lesson. Think about all the necessary precautions you take because you were put through the wringer. Think about the watchful eye you developed because you were caught unaware.

    Mopping up after mistakes equips us with vigilance.

    Many years ago, volunteer Jacob lied to my face. Again and again. I believed him, not because he was charming and convincing, but because I wanted to believe him. I believed in the romantic notion that all people would set aside their personal agendas for the greater good. I lived in a faerie world in which all volunteers understood the mission and eagerly awaited my instructions so they could change the world.

    Jacob showed me that I had to be realistic if I truly wanted to do right by our clients. He showed me that healthy watchfulness did not diminish my job, but rather elevated it to a higher level of purposefulness.

    Matching volunteers to vulnerable clients takes more than kindness

    You’ve been through this. We struggle to explain all the carefully measured thought and actions required to match volunteers to clients and programs.  Faeries are lovely, but we live in the real world. In the real world, placing volunteers with vulnerable clients takes discerning judgement, careful pairing and keen watchfulness. 

    I’ve had volunteers who stole, volunteers who pushed an agenda, volunteers who wanted to take over and volunteers who were just mean. I’m still surprised by volunteers who talk a good game and then cause real harm. I’ve also had volunteers who messed up royally because they did something nice, but so misplaced that it caused real harm.

    So, I thank Jacob and the others for giving me a discerning nature, for strengthening my resolve to do right and for teaching me that compassion takes the courage to be a sentry.

    The volunteers who cause harm never intend to teach us anything. Their intent lies deep within their own needs.

    But every one of these volunteers teach us lessons that mold us into a better leader of volunteers. They teach us to trust, yet verify and to protect the vulnerable people we serve. A successful leader of volunteers must be strong. Conviction means doing what is right, even when it is hard. It means saying no with kindness.

    So, let’s silently thank them for those often painful lessons that shape us into stronger leaders.

    They never intended to teach us something valuable, but they did, so thanks, you guys.

    -Meridian

    This is updated from a 2017 post.

  • Hey #LoVols Reputation, Meet Our Self-Identity

    Photo by Pixabay on Pexels.com

    So, what’s next for leaders of volunteers? #WeGetToRevampEveryVolunteerRoleSoVolunteersActuallyWantToVolunteerWithUsWhatAConcept!

    Ok, maybe we should take it one step at a time. To reframe volunteer engagement and impact, we first need listeners who become supporters who then become advocates for our vision.

    Tall order, right? It’s hard enough to get anyone to listen, much less champion the ideas we are advocating for. This is where reputation comes in.

    And who will listen to us if our reputation paints us as:

    • meek and mild
    • having fun
    • doing easy stuff
    • always apologizing
    • always running around putting out fires
    • reactive versus proactive
    • unable to fill requests
    • babbling on and on about how wonderful the volunteers are
    • in charge of the fluff
    • not involved in the nitty gritty planning work
    • going along to get along

    Being known as proactive vs. reactive

    Taking control of the conversation surrounding your volunteer program begins by taking control of your reputation as the leader of volunteers. Look at it like this: Let’s say you go to a bank to open an account. Two bankers are working that day and as you wait, you listen to them talk to clients.

    A tale of two bankers, or who the heck would you trust with your money?

    One banker is animated, showing her client the various accounts available. She points to stats, but doesn’t rattle off numbers. She explains how each statistic impacts the client’s vision for financial success. She offers multiple paths to success so the client can grow their investments. She explains in detail how each account functions, their positives and their challenges and yet assures the client that with her expert guidance, financial success will come.

    Photo by Frans Van Heerden on Pexels.com

    The other banker looks harried. He fumbles through a stack of papers, dropping them on the floor and apologizes for the lack of available options. He grabs a board he obviously made himself that displays the various colors the client can choose for a checkbook cover and points to the blue one, saying “this color is really pretty, don’t you think? “

    Who would you pick? (and if you picked the banker who spent his time showing checkbook cover colors, you’re most definitely a volunteer manager who has spent a lot of time “rescuing people,” am I right?)

    Perceptions are created in the first few minutes.

    And to make matters worse, once a perception is established, people then look for signs that reinforce the perception. (We all do it BTW, which is why I always gave this one pompous marketing executive the incomplete copy of a report-cause I figured he’d never read it and I always waited for him to ask where the rest of the report was, but he never did) So, if you’re perceived as being in charge of fluff, people will notice anything that reinforces that perception. Boom, you now have a reputation because people talk.

    Establish the reputation you deserve

    Start by doing small things that produce big reputation results.

    • Speak up in meetings in an advocating way-most of us get caught off guard in situations so create a few well-crafted opening statements and memorize them. For example, “Volunteers have contributed a lot to that program and here’s how,” or “This is a great opportunity for our volunteers to contribute, let me show you how,” or “Just a reminder that our volunteers are involved in that initiative and so far, they’ve…” Opening statements make it soooooo much easier to quell any jitters about speaking up. And you know what? Pretty soon, when you open your mouth to speak, others will chime in, “yeah, we know, volunteers are contributing because….” But that’s great, because the phrases will cement themselves and your professional reputation improves.
    • explain how volunteers are having fun because you are working at making a welcoming environment for volunteers. Say, “because we don’t pay our volunteers, their reward for a job well done includes having an enjoyable atmosphere in which to work. That’s why I work hard to create fun around them.”
    • explain the work involved in engaging volunteers (see Not So Fast, Captain Obvious for more on explaining volunteer engagement)
    • NEVER, EVER apologize because a volunteer can’t fulfill an assignment (see Volunteer Managers are better than These 3 Phrases for more about re-framing apologies)
    • flip the perception which means emphasize the positive versus reacting to the negative. When staff say, “I have a last minute request, so not sure if you can get someone,” instead of saying, “I’ll try,” say “Most volunteers are willing to do last minute requests because they want to help us reach our goals.”
    • offer solutions with this caveat: we can do more with me at the planning table
    • stop going along to get along to be liked. Instead aim to be respected as a professional. Being respected has little similarity to being liked. Liked is for your friends, family, dog, hamster, hairdresser, maybe the guy who rotates your tires cause he’ll throw an oil change in for free. Respected is the professional’s goal. Respected means you accomplish stuff and do the hard things without complaint. It means you are fair, mission focused and strong.

    Know it or not, YOU are the face of your volunteer program and the perceptions of how your program is run, lies with you. It can feel overwhelming, but once you take control of the perceptions, you emerge with the reputation as… a leader of volunteers.

    I’m not saying it’s easy and I’m not saying it’s instantaneous. But it is doable.

    And besides, when have you, volunteer professionals ever backed down from a challenge? (Uh huh, thought so)

    -Meridian

  • #LoVols, Beware: It’s Zombification Season

    Photo by cottonbro on Pexels.com

    The night air is cold and your breath hangs, a web in the blackness. Your heart races, threatening to burst as something draws near, just over your shoulder. You close your eyes as it creeps behind you, opening its mouth to strike.

    But you’re exhausted from running, and maybe if you just stopped, blissful oblivion will take over. Maybe zombification isn’t so bad.

    A year like no other

    The challenges this year have exponentially added to the stressors from overwork, revamping volunteer programs, and onboarding an influx of new volunteers while retaining furloughed volunteers.

    Being zombified means through stressors, you’ve lost your vitality, your human essence. You’ve lost you. It’s a very real phenomena in everyday volunteer manager lives and especially now, with the added stressors.

    Stessors that zombify us

    • feeling underappreciated
    • feeling targeted
    • feeling like nothing ever changes
    • feeling like no one understands
    • feeling that it’s all for nothing
    • feeling like everyone is quick to criticize or give advice
    • feeling like everyday is the same
    • feeling like control is slipping away

    Zombification is just so….dead

    Zombified managers (and you’ve experienced one, right?) shuffle through the day, avoiding anything that takes energy because they have none to spare. When we, leaders of volunteers become zombified, what happens? (and trust me, I’ve become zombified at times, until a caring co-worker or volunteer bashed me in the head and work me up)

    • volunteers don’t get the inspiration they seek or are used to getting
    • difficult conversations with volunteers go unsaid and problems fester until they become full-blown
    • volunteer programs wither
    • the people we serve don’t receive the volunteer help that might have made all the difference to them
    • volunteers go elsewhere or fade away
    • potential is lost
    • and sadly, the joy a volunteer manager receives from being a volunteer manager dies

    The essence of being human is that one does not seek perfection

    George Orwell

    We are not perfect and these times are far from perfect. When things look bleak or never-ending, it’s understandable to want to curl up in a ball and mentally detach. We’re not immune to our own feelings. We swim in feelings, whether it be volunteers’, clients’, staff or friends and family all day long.

    Anti-zombification repellant spray

    Remember, you cannot be perfect, because you’d lose your humanity if you were perfect and volunteers need your imperfect, caring self. What can you do when feeling zombified? Here’s some things, for better or worse, that I’ve used when I realized I was just shuffling through the day, a drop of spit hanging from my slack mouth.

    • watch the funniest movie or stand up comedy you can find and then, when you’re still giggling, start to think of the maddening things that weigh on your mind. Mentally insert those things into the funny movie and make them funny. Write yourself into the scene. See the things that bring you down in a different light.
    • Grab your best-est friend, co-worker or relative and dare each other to do something outrageous. The thrill of the dare can often break feelings of drudgery. My family does this all the time to each other. These episodes become some of our best memories and make us laugh.
    • Read or watch the saddest thing you can find. Cry, feel horrible and then go wallow in all the rotten feelings you’ve been experiencing. Get it out. Take each rotten feeling, turn it over in your head and then think about the sad movie or story you’ve watched/read. How did the person in that movie/book deal with their challenge? Find inspiration in the strength of others.

     When I was a boy and I would see scary things in the news, my mother would say to me, look for the helpers. You will always find people who are helping.

    Fred Rogers

    Stress can easily zombify us when feelings of not being in control overtake us. But we know our volunteers look to us to lead and inspire them. They believe in us. We can, too.

    Volunteers don’t want perfect, robotic leaders. And sometimes, zombification comes when the desire to do everything perfectly meets the reality that we are imperfect creatures.

    Volunteers want imperfect us

    Volunteers want you, imperfect you, and all your quirky sayings, your crazy ideas, your funny habits. They want the way your nose wrinkles up when you hear that a staff member didn’t say hi to a volunteer. They want the way your brow knits in thought when you’re plotting a way to involve them in a new program. They want your voice raised an octave when excited about an upcoming meeting. They want that hastily made poster that says thank you in sloppy script.

    Volunteers want your human self.

    -Meridian

  • Stock Pictures or the LoVols Picture on Volunteer Websites?

    Photo by Artem Beliaikin on Pexels.com

    Stock photos are just so……..stock

    Stock pictures are the visual equivalent of “volunteers give from the heart,” or “volunteers are priceless.”

    Or my all time favorite, “volunteers are the sprinkles atop our caring cupcake.” MMMMMM, I feel so warm and squishy inside.

    Photos of real volunteers in action on your website do double duty. They show potential volunteers their peers at work and the types of jobs available. But think about a potential volunteer’s questions when navigating your site. “Who is the first person I will meet? Who will train me, direct me, encourage me, coach me, teach me what I need to know to succeed? Who will be there for me when I have an issue?”

    Hint: It’s not this guy.

    Stock photos or worse, no photos on your site lacks the personal touch. But again, the potential volunteer is wondering, “who will lead me?” A personal welcome from you is inviting and eases the potential volunteer’s crucial first step: Walking through the front door, not knowing what to expect.

    I’ve observed that entering the building for the first time was the hardest part of a new volunteer’s journey. Let’s make that less intimidating. Go further and film a short video in which you personally welcome a potential volunteer, and dispel some of their fears.

    Kapow! you’ve just saved time.

    Bam! In that short video, you’ve gifted yourself all the time you’d have to spend soothing potential volunteers. You know what I’m talking about. A new volunteer nervously arrives into those awkward minutes when they size you up and down, wondering what you’ll say, what you’re like, whether you’re warm or cold, authoritarian or encouraging. Now multiply those awkward minutes by each potential volunteer and thank yourself for making that welcome video.

    After watching your welcome video, a new volunteer arrives to meet someone they’re already comfortable with. Be authentic, and be yourself. You can write a script that gives you the opportunity to say all the things you want potential volunteers to know without having to remember and repeat each time someone contacts you.

    Look, we are all on zoom now and all used to regular folks on camera so now is the opportune time to film that video. Make it fun. Make it warm. Make it you.

    I made a sample video here:

    Ok, maybe that sample video wasn’t perfect, but don’t let that stop you.

    It’s about putting a face to volunteering at your organization. Your picture, your quotes about volunteering, your experiences and assurances all serve to quell the trepidation volunteers feel when mulling over whether they should take that first step.

    We want volunteers to feel welcomed. We want volunteers to know that we’ll walk with them on this journey. We want volunteers to know we’ve got their backs.

    Let’s show them in that first moment when they click on our websites.

    -Meridian

  • Are We a Lone Nut or Part of a Movement?

    Everywhere #LoVols are saying, “Volunteerism is evolving and we must adapt to meet today’s volunteer needs.” We’re all saying it. But individually. We hear each other. But our organizations mostly hear us, and a lone voice is rarely heeded.

    I love Derek Sivers’ “How to Start a Movement” Ted Talk. It’s so good: (and only 3 minutes long)

    Are we, volunteer managers lone nuts? Do we whine, cajole, beg, furiously educate, preach, go back and squeeze our stress ball, then start again? I know I did, all the time. (I didn’t squeeze a stress ball though, I preferred sneaking in and turning off the light in the bathroom closest to the senior management offices-yeah, passive-aggressive, I know)

    We need to fix this lone nut conundrum and find the followers who can help create a movement. Let’s move our message outside the volunteer management bubble and get people who are not in our profession to follow our lead. It will not be easy, but we need the first brave followers to help lead change. (if you didn’t watch the video, the first follower is also a leader who has an important role-inviting others to join in)

    Where are these first followers? In your organization, who has benefited from volunteer involvement? Who on staff do the volunteers praise? I had one department in my organization that worked wonderfully with their volunteers. I wish I had tapped into that department’s potential to be the first follower but sadly, I didn’t know the importance of the first follower at the time.

    How do we create a movement within our organizations? Well, can you enlist staff who “get volunteer value” or an entire department who work wonderfully with volunteers to be your first follower? How?

    • equip the FF (first follower) with the phrases that advocate for volunteer engagement. Ask the FF to repeat key words when speaking. (for example, “our volunteers give my staff more time to complete their critical tasks.”)
    • ask a department who works well with volunteers to co-present a volunteer presentation at a staff meeting. (assure them that you will do the majority of work so they’re not bogged down) Ask the department to share success stories and invite others to join. Remember, the FF has a leadership role-inviting others to join.
    • invite your local volunteer manager peer group to speak to your organization. Ask them to share the trends they are seeing and how their organizations are striving to be “cutting edge” by adopting their volunteer manager’s recommendations. Remember, in a movement, no one wants to be left out.
    • share articles on volunteering trends with senior management. Give them the research to back up your advocacy. That makes you the FF, and not the lone nut.
    • find the “what’s in it for me” verbiage to entice followers. A movement is not something we throw at people, it’s something they choose to participate in.
    • join every volunteer management group you can, whether locally, nationally or globally. There’s many groups on social media. Together, we can’t all be lone nuts.

    We know our volunteer programs have so much to offer. We know we’re advocating for a better way for our volunteers, our organizations, the people we serve and our communities.

    We’re not lone nuts. We’re a movement.

    -Meridian

  • 3 Tips for Change Mgmt and Volunteer Ownership

    Like it or not, Covid means changes affecting our volunteers are inevitable. How do we manage the upheaval change brings?

    There are multitudes of theories on change management, and wading through them can be exhausting. For our purposes, here are 3 tips to help you navigate your changing landscape.

    Why are volunteers averse to change?

    Change represents uncertainty and loss. Change threatens our status quo and destroys our comfort zones. Even if the status quo is not ideal, humans cling to the known verses embracing change for a better unknown. Managing change is tough, even if the change is for the better.

    Let’s begin by assessing the volunteers. As we introduce change, what are the volunteers thinking/feeling/imagining? They may verbalize or worse, internalize:

    • “Where does this change leave me?”
    • “Does this change mean more change (upheaval) is coming?”
    • “Will my role disappear?” or “What if I’m no longer needed?”
    • “What if change is an excuse to get rid of the volunteering I love so much?”
    • “What if I can’t adapt to this change? Then what?”

    Tip 1: Involve the Volunteers

    Easier said than done, right? Especially if Covid has changed policies to reflect social distancing. There’s little to no room for volunteer input on mandatory changes. However, HOW you go about implementing change can involve your volunteers. Volunteers can set goals and brainstorm the path to achieving these goals once they understand the need to implement change.

    A large portion of change management deals with the why. Why are these changes happening? Failed change management strategies don’t adequately explain the why, which leads to push-back and ultimately mutiny. We don’t have to worry excessively about explaining the why, because a global pandemic speaks for itself which differs vastly from an organization internally revamping policies. We still must explain the why, but at least they don’t view Covid as some mean CEO who hates volunteers and just wants to get rid of them. (yeah, been down that pot-holed road a few times)

    Create focus groups or panels of volunteers to flesh out how to best implement the change. Controlling some changes helps create volunteer commitment, especially when you connect the changes to delivering mission goals.

    For example: Volunteers can no longer make in-person house visits (temporarily or permanently). You’ve already decided that in-person volunteers can substitute phone calls for the in-person visits, but don’t suggest that. Instead, ask the focus group to re-imagine ways to continue a personal touch. They may suggest Zoom or phone calls, or emailing, etc. The point is, give them the control and let them come up with the solutions instead of just telling them the alternative.

    Tip 2: We’re in this Together

    Make Covid the enemy, which means we are all in this together. Adopt verbiage that reinforces a team approach and commitment to flexible thinking (flexible thinking says, “this is not written in stone, your input is valuable to making this work”). Ditch the “I, they, them” words and use “we” verbiage such as:

    • “Together, we’ll figure this out and beat this.”
    • “The organization is on board with..”
    • “We’re all invested in our mission goals despite having this setback.”
    • “Everyone has a valuable role in achieving our goals.”
    • “We are all contributing to success.”
    • “We can’t do it without everyone’s contribution.”
    • “We’re stronger than this pandemic.”

    Change management often fails due to something as innocent as two people in authority delivering conflicting messages. Conflicting messages reinforces the “they don’t know what they’re doing” push-back and undermines volunteers’ confidence and commitment.

    Can we control messaging from other staff, volunteers and senior management? Probably not, but we can routinely ask our volunteers, “what have you heard about this change from others?” We can’t control everyone’s word choices, but we can clear up misinformation, discrepancies and bring messaging anomalies to the attention of staff and senior management.

    Make messaging clear. Ask senior management to create short, easily digested statements on any changes. For example:

    “Because of social distancing rules and guidelines, we have to consider the legal implications of letting volunteers go into homes, even with masks on, so to be on the safe side, we are putting a temporary moratorium on in home visits,” becomes “Temporarily, we are suspending in home visits.”

    Too much verbiage is not only confusing, it opens itself up to wide interpretation. Often, long explanations contain apologetic language that implies, “we’re not committed to what we’re saying, so go ahead and challenge us.” Simple, to the point sentencing ensures everyone will repeat the same message.

    Tip 3: Repeat, Check-in, Repeat

    Repeat your change message often, way more often than you think is necessary. Sounds childish, right? But studies have shown that in order for a message to stick, it needs to be repeated anywhere from 7-66 times. Work messaging into chats, meetings, phone calls and emails. Be consistent. You’re not being patronizing, you are being clear. When you hear a volunteer laughingly repeat, “I know, we’re all valuable in making this change work,” you’re on the right track.

    A change management strategy includes change duration (how long will it take to implement change). But here’s the interesting finding. In successful change management, duration of change is less of a factor than the frequency of reviews (the process of consistently reviewing change implementation). For us, that means don’t worry so much about how long it will take to implement a change, concentrate on frequent reviews for maximum success.

    And formal reviews are superior to informal reviews. What do I mean by that? The casual, “hey how’s it going with the new virtual mentoring program” as you chat on the phone with your volunteer holds no weight against a scheduled, formal review in which you go over changes by taking notes, asking questions, and reinforcing the volunteer’s importance and value in achieving change goals. Formal reviews show you’re serious about successful change implementation and you care about the volunteers’ contributions.

    Change is never easy, but we can manage it with strategies. And who is the best person to navigate a changing landscape that volunteers will get behind? You got this.

    -Meridian

    For more information on managing change, see the Harvard Business Review: The Hard Side of Change Management.

  • Is Empathy Draining Us or Does Empathy Benefit Us Too?

    Photo by Polina Zimmerman on Pexels.com

    I remember each moment one of my children called to tell me something wonderful happened. I remember my best friend jumping into her car and driving to my house to show me her acceptance letter into college. I also remember the morning my childhood friend plowed through snowdrifts to fall into my arms when her Dad walked out on their family.

    I vividly remember volunteers who couldn’t wait to show me a picture of their new grandchild or share a family moment. I remember volunteers seeking me out to talk about a challenge they faced or sitting with volunteers, tears streaming as they shared their lives or volunteering experiences with me.

    Do you often hear these phrases:

    • “gosh, I could go on and on”
    • “I’m sorry, I’m taking up your time”
    • “I feel so much better”
    • “thank you for hearing me”
    • “where did the time go”
    • “I was so excited, I just had to tell you”
    • “I couldn’t wait to share this with you”

    You hear these phrases, because you are an empathetic listener. You use your emotional energy to listen well and you seek to understand the underlying emotions. It’s one of those things we do for others, right?

    But did you know that being empathetic is beneficial for us too?

    According to this article in Psychology Today, empathy helps us lower our stress levels and prevents burn-out.

    Emotion Regulation

    Empathetic listening helps us practice emotion regulation. By hearing others’ intense emotions, we are strengthening our skills to regulate the emotions that can cause us stress, such as anger and anxiety. As we listen to others, we are monitoring our own emotional response so we can focus on the speaker.

    Preventing Burn-out

    Empathetic listening helps us better understand how to handle stress, and how to communicate better. It shows us how to effectively communicate and work well with others. Our emotional intelligence gives us an advantage when advocating for volunteers’ and our needs.

    Collaboration and Managing Conflict

    Empathy increases our emotional intelligence, which guides us when managing difficult situations with volunteers or staff. As we flex our emotion regulation muscle, we can diffuse situations, handle tough conversations and forge collaboration.

    Every time we connect on a deep level with one of our volunteers, we forge a bond between us and ultimately between the volunteer and our mission. We become the emotional rubber band that stretches with the volunteer and gently pulls them into service.

    I used to assume any emotional intelligence I possessed was due to getting older and wiser. But I don’t think so anymore. I’m now convinced that emotional growth has come from being a #LoVols and using empathy daily. My profession changed me in ways I am forever grateful for.

    So the next time you close your email, silence your phone, shut the door, take a deep breath and settle in to be present with a volunteer, remember this: You are being present with your volunteer, but you are also developing mad skills that will serve you well. You are building your EQ (emotional intelligence) and emotion regulation ability.

    Or, in simpler terms, you’re becoming a more kick-ass leader.

    -Meridian

  • The Volunteer Periphery is Expanding

    Photo by Pixabay on Pexels.com

    The Covid pandemic has forced many active volunteers into furloughs. It has put vital in-person training on hold. It has stalled volunteer-rich projects. It has created a giant periphery of volunteers who revolve around organizations like Pluto orbits the sun, not knowing if it’s a planet or a dwarf planet.

    Unlike HR folks, who contend with active staff, volunteer managers are tethered to every volunteer, whether they are actively volunteering or they’re rotating in the periphery. This includes:

    • potential volunteers
    • retired volunteers
    • volunteers on leave
    • sick or injured volunteers
    • episodic volunteers
    • volunteers awaiting training
    • volunteers awaiting placement
    • student volunteers
    • community service volunteers
    • corporate volunteers

    Often, our volunteer periphery exceeds active volunteers. How do we juggle this giant system? And for those naysayers who tell you, “just purge the roster,” that’s not acceptable. Every volunteer has value. Soooooo, what do we do?

    Organize those pesky lists

    Create categorized email lists: Categorize prospective volunteers, group and corporate volunteers, temporarily inactive volunteers etc. Send targeted messages to each group, such as upcoming training sessions, newsletters, notices about volunteer events or vacancies, etc.

    If a volunteer fits onto more than one list, make sure not to count them twice. Slot them into their primary category and color code or asterisk them on other lists. Send general information to all categories, because recurring communication keeps them engaged.

    Get help

    Recruit volunteers to oversee the periphery: Lists are only helpful if they are accurate. It’s humbling when you take a call telling you that volunteer Dave died a year ago and his family keeps getting mail addressed to him.

    A volunteer or volunteers in charge of overseeing other volunteers on the periphery can keep lists up to date. Volunteers can also make phone calls, conduct interviews, do impromptu surveys, offer new opportunities, gather information and compile statistics. The scope of the potential work can fill a full-time volunteer position or several part-time positions. Besides, a personal check-in from a fellow volunteer creates the team feeling.

    For the love of all that is sane, show your work

    Report your time spent managing peripheral volunteers: Don’t let this be one of the duties we shrug about and mutter, “yeah, it comes with the territory.” Managing the periphery requires your expert time, so report it as part of your volunteer recruitment, retention, and cultivation.

    Capture stats from your efforts to engage “prospective volunteers, retain episodic volunteers, build community awareness, increase visibility, maintain relationships, create partnerships, cultivate donors, supporters, etc. This nuanced area of our work is critical, time consuming, and we must account for it.

    Peripheral volunteers have value

    Volunteers who are not actively working still:

    • share experiences with friends, family, neighbors, clubs, co-workers etc.
    • continue to advocate for our work
    • provide us with community resources
    • share the pulse of the community with us

    A volunteer team is fluid. Savvy volunteer managers know that volunteers on the periphery are valuable assets.

    It’s time our organizations realized peripheral volunteers’ worth. It’s time organizations thought about how to engage peripheral volunteers. Oh, wait, there’s someone in the organization already doing just that:

    The leader of volunteers.

    -Meridian

    this first appeared as:

    The Volunteer Periphery

  • Becoming Volunteer to Organization (V2O)

    Let’s pretend volunteers are a type of consumer. They search for a volunteer experience that fits for them, kinda like looking for that certain shirt for the next Zoom meeting. Organizations advertise volunteer jobs in an O2V (organization to volunteer) model. Orgs basically say, “Here’s what we have to offer, take it or leave it. Go ahead, shop around, there’s nothing better out there.”

    But, social media has changed everything. Customers now can buy direct from one another in a C2C (customer to customer) model. We are seeing this shift in our sector as volunteers bypass formal volunteering and mobilize directly through social media. They’ve cut out the cumbersome organizational middle man in an new, V2V (volunteer to volunteer) model.

    But now, businesses are seeing an additional shift to a C2B (customer to business) model. In this model, customers’ value increases. Customers offer businesses talent for hire through numerous websites such as Upwork. Customers with a social media following advertise products. Customers review products online and participate in surveys and by doing so, add value by helping design the next product.

    But how would a V2O (volunteer to organization) model look? Can we adopt this growing trend or are nonprofits stuck in an archaic model that sells their volunteering experiences in a take it or leave it fashion while the world moves on?

    The point of V2O: Recognizing and embracing volunteer value.

    Demonstrating volunteer impact is one way of showing volunteer value. Embracing the additional ways volunteers add value takes us into a V2O model.

    For more on volunteer value also see:

    Older posts such as the volunteer investor or the value of a volunteer is $#.@S

    So, how do we adopt a V2O model without breaking the system?

    Soliciting Feedback:

    Encourage volunteers to review their experience. But wait, what about negative comments? Here’s the interesting thing about negative reviews. Businesses have found that negative comments do not deter customers, it’s the way businesses respond to negative comments that turn people off.

    So, that volunteer comment that states, “I didn’t like my assigned job,” becomes an opportunity for the organization to respond, “thank you for your comment and we are committed to improving volunteer roles. Let us show you other roles that may be a better fit for you.” The negative comment becomes a vehicle for the organization to advertise their dedication to working with volunteers. It’s a powerful opportunity.

    Focus Groups, Surveys and the like

    Volunteers offer diverse opinions. Many volunteered because they also benefited from mission resources and are a wealth of information on the mission experience. (see more in The Disruptive Volunteer Manager) Volunteers have a wide circle of influence and bring in breaths of fresh air from the communities we serve.

    Volunteer In-demand Talent

    Freelancing is here to stay and volunteers are moving from committed volunteering to freelancing. It’s time we sought out volunteer candidates on sites such as Linkedin. Remember the old, but true survey result that the number 1 reason people didn’t volunteer was because no one asked? Well, it’s time we paid attention by searching out the people we feel would add value and ask them to volunteer.

    Volunteer-generated content

    Volunteers are an untapped, rich source of content. In a study by TurnTo, USG (user generated content) bests traditional marketing by influencing 90% of consumer purchasing decisions. Whuh-what?

    Organizations shy away from “letting” volunteers speak on behalf of the organization. “But, we can’t control what they will say.” This iron fist clinging to the message is short-sighted. As with negative comments, organizations can quickly correct any misinformation given by a volunteer (or staff BTW-let’s not pretend staff give out correct information all the time, am I right?) on sites. By holding tight to messaging, organizations are missing the marketing content volunteers provide.

    And think about this for a minute. If a volunteer says their organization is doing good work, it’s more convincing, considering the volunteer is unpaid and not afraid of losing a job (whereas a staff member is perceived as having to be biased).

    V2O is simply embracing volunteer value in ways that sustain volunteering. As leaders of volunteers, we can move towards V2O by:

    • recording and analyzing volunteer impact
    • seeking out volunteer candidates who add value
    • soliciting volunteer opinions, testimonials, quotes, etc.
    • advocating for volunteer voices
    • streamlining volunteer onboarding
    • using volunteer focus groups to create new volunteering opportunities
    • reaching out to volunteer grassroots groups
    • partnering with fellow volunteer leaders in our communities to form coalitions that speak with one, strong voice and share volunteers, volunteer resources etc. (more in the Disruptive Volunteer Manager)

    Leaders of volunteers are tuned in to the ever-changing volunteer mindset and are adapting practices based on what today’s volunteers want. As volunteers leave the organization to volunteer (O2V) model, we can create a volunteer to organization (V2O) environment that engages modern volunteers.

    Or, we can just continue to be a V-Mart. (“go ahead, shop around, we may not have the volunteer experience you’re looking for, but nobody else does either.”)

    -Meridian