HOSPITALITY, MANAGEMENT AND RETENTION OF A LARGE AND DIVERSE VOLUNTEER NETWORK

Kate White

Volunteer Recruitment Coordinator

Community Servings

INTRODUCTION

Customer Service and Hospitality are two critical volunteer retention tools.

Volunteer’s first impression is made within the first few minutes of arriving at your organization.

Community Servings has a long history of making “customer service” in the context of our large volunteer program a priority.

We will learn how hospitality tools can help you manage, retain and provide a remarkable volunteer experience across diverse volunteer populations.

COMMUNITY SERVINGSProducing 1800 meals a day, 6 days a week, with [x] amount of volunteers

COMMUNITY SERVINGS Located in Jamaica Plain, MA Began delivering meals in 1990 Serves 1450 critically ill clients

going through illnesses such as HIV/AIDS, Cancer, Kidney Disease and Heart Disease and their families

25 different medically-tailored dietary plans

Need the help of 50 volunteer hours each day in the kitchen

7 Special Events a Year with upwards of 750 volunteers recruited for a Special Event

VOLUNTEER POPULATION

Youth aged 13 years and older, provide specified high school aged shift from 4pm-6pm on weekdays

Retirees Corporate Volunteers Church Groups Youth and School Groups Groups with Varying

Disabilities – Accommodated Volunteer Tasks

VOLUNTEER POPULATION CONTD. College Student Volunteers Department of Transitional

Assistance Service Hours and Soft Jobs Skills Training Volunteers

Court Ordered Volunteers (unless not suitable for working with all volunteers)

Families – deliver meals to clients in own vehicles, can be all ages since with parent supervision

COMMUNITY SERVINGS VOLUNTEER STATS

Around 50 Volunteer Hours a Day 10,487.88 Volunteer Hours This Year 2,377 Volunteers This Year 306 New Volunteers This Year 87.13% Retention Rate

THE VOLUNTEER EXPERIENCE – INITIAL IMPRESSION

When Booking Shift, Get Exact Number, Age Range, Group Leader Contact Information

Week Prior Email – Share Dress Code, Health And Wellness Policy, Directions By Road and Public Transport, Parking Options and Plan If Running Late

Clear Idea of Expectations Greeted When Arrive and

Directed Where to Go

THE VOLUNTEER EXPERIENCE – INITIAL IMPRESSION CONTD.

Begin Volunteer Orientation on Time Orientation covers who we are, what we do, the

impact of the volunteer’s service Orientation includes detailed safe food-handling

instruction to impress upon the volunteers the importance of serving correctly and safely

Led to the Kitchen and Greeted By Kitchen Staff

Tasks Already In Place for Volunteers They are put straight to work and are busy for the

entire shift When They Complete the Shift, They Are

Thanked for Their Service Personally and With a Follow Up Email

REGULAR VOLUNTEER: DAILY, WEEKLY & MONTHLY Greeted Warmly Each Time They Arrive Kitchen and Volunteer Staff Foster Professional But

Welcoming Relationship and Community With Volunteers Remember details they tell you about their life Ask them how they are Follow up with them when you haven’t seen them in a while

SPECIAL EVENT VOLUNTEER

Reach Out Early to Returning Volunteers First About Special Events

Greet Warmly When They Come Back Thank Them For Each Time They Help With Special Events

Shortly After The Event Has Occurred Write Thank You That Discusses the Impact of Their Work:

How Many Holiday Baskets Were Delivered to Clients How Many Families Received Thanksgiving and Holiday Meals

Sign with Handwritten Signatures Take Photos To:

Post on Social Media Send in Follow Up Thank You

The Little Touches Go A Long Way

Have a Clean Establishment Shows that staff care about the volunteer’s

environment Be Friendly and Courteous

Warm welcome and genuine goodbye thanking volunteers for their service

Courteous Behavior creates an atmosphere of comfort

Be Knowledgeable about the Organization and Have Consistent Answers Inform Staff of other aspects of the agency but

have a consistent message Staff looks organized and also immersed in their

work Value the Volunteers Time

Prepare tasks for them and have something for them to do their entire shift

MANAGEMENT, RECRUITMENT & RETENTION

RECRUITMENT ALWAYS Follow Up on Past Volunteers, Make Them Feel Like

They Are Special Make Community Partnerships

Be At Corporate, College and High School Fairs Have a Presence at Community Festivals Ask Other Volunteer Coordinators About Worthwhile Events to

Attend Rope in One-Time Volunteers and See How They Can

Become More Involved Screen Volunteers and Identify Appropriate Tasks

Youth with Packaging Families for Delivery Groups with Disabilities Work Outside Kitchen on Herbs and Bags Corporate Groups Could Be Pie Sellers Post on Specific Recruitment Sites for Suitable Volunteer

Opportunities Have Clearly Defined Job Descriptions

RETENTION

The UPS Foundation found that, “two-fifths of volunteers have stopped volunteering for an organization at some time

because of one or more poor volunteer management

practices.”

GROSSMAN AND FURANO 3 ELEMENTS OF VOLUNTEER MANAGEMENT

1. Screening potential volunteers to ensure appropriate entry and placement in the organization

2. Orientation and training to provide volunteers with the skills and outlook needed

3. Management and ongoing support of volunteers by paid staff to ensure that volunteer time is not wasted

“No matter how well intentioned volunteers are, unless there is an infrastructure in place to support and direct their efforts, they will remain ineffective at best or, worse, become disenchanted and withdraw, potentially damaging recipients of services in the process”

REGULAR SUPERVISION AND COMMUNICATION WITH VOLUNTEERS Have a Designated Plan to Deal with Volunteer

Conflict While Maintaining High Customer Service Create a Sense of Community,

Provide lunch to volunteers Make them feel like this is a second home

Open Door Policy for Volunteer Questions, Needs and Concerns

RECOGNITION ACTIVITIES, SUCH AS AWARD CEREMONIES FOR VOLUNTEERS

“Charities that say they have adopted a large degree the practice of hosting recognition activities for volunteers have a higher rate of retention, as do those that offer training and professional development opportunities for volunteers.”

Volunteer Management Practices Center on Making the Experience

Worthwhile for the Volunteer

This increases RETENTION

WORK WITH OTHER AGENCIES Network with Other Volunteer Coordinators at

Volunteer Fairs and Festivals Share Best Practices and Great Groups/Individuals to

Work With Schools Universities Corporations Church Groups

Many times groups will have too many people for one site so refer other nonprofits who need help Supportive community of volunteer coordinators

Setup Partnerships with Work Agencies or Schools Service Requirements for School, Social Benefits or Work Visit Site Coordinators and get to Know Backgrounds and

Needs of Volunteers

TRAINING AND PROFESSIONAL DEVELOPMENT OPPORTUNITIES FOR VOLUNTEERS

Resume Workshops Jobs Folder Given New

Responsibilities in Volunteer Activities – Take the Lead on Tasks

Asked to Be Part of Special Event Committees

HOSPITALITY AND CUSTOMER SERVICE

ATTRIBUTES OF HOSPITALITY

Welcoming, friendly, and courteous Knowledgeable

Efficient Well-timed

Flexible Consistent

Communicates Effectively Instills Trust

Exceeds Expectations

REASONS VOLUNTEERS COULD FEEL DISCONNECTED

Separated from Staff and Not Given Responsibility After Volunteering for a Long Time

Not Thanked For Work Not Feeling Connected to the Mission –

Remind Volunteers What They Are Making Happen

Not Gaining Skills Not Having Access to Resources

MAINTAINING CUSTOMER SERVICE ON DAILY BASIS

Hospitality and Customer Service is Difficult

Have a Support System To Vent and Discuss Challenging Aspects of Volunteers

LAUGH about Challenges

Always Think Forward How to Make It Better How to Expand and

Maintain Volunteer Network

GROUP DISCUSSION

1. How Can You Incorporate Hospitality Practices and Customer Service Into Your Organization?

2. What Are Your Organizations Volunteer Needs?

3. What Challenges Do You Face?

GROUP ACTIVITY

Break Into Groups of 4-5

Given Scenario Where You Have to Still Use Hospitality Practices When In a Challenging Situation

THANK YOU

If you have any questions, please feel free to contact me: Kate White kwhite@servings.org 617-522-7777 x.228 www.servings.org @communityserv www.facebook.com/communityservings