Some of Whatrsquos InsidehellipConduct a 90-day evaluation p 2Useful interview strategies p 3Video thanks recruits volunteers p 4Create a dismissal policy p 5Nurture your top performers p 6Volunteer screening options p 7Stay focused on what counts p 8

Volunteer Performance

Develop a Performance Measurement Culture

By Amber Erickson Gabbey

A measurement culture is one in which there is a series of outcome data rather than just process data (like number of volunteers hours served etc) According to Sheri Chaney Jones president and founder of Measurement Resources (Columbus OH) you need to capture data that shows how yoursquore changing the lives and circumstances of your constituents and how you know yoursquore meeting your mission But just capturing data isnrsquot enough you must also make strategic decisions based on it Jonesrsquos book ldquoImpact amp Excellencerdquo found that organizations with a measurement culture are proven to have increased revenues enhanced efficiency and better external relations than those who donrsquot But only 24 percent of organizations are doing it This is a hidden success factor If you can figure this out yoursquoll set yourself apart from other organizations and be prepared as more funders shift toward outcomes-based reporting

Jones outlines five simple steps

1 Intention Recognize that data is more than just an external tool for reporting to funders Instead be deliberate in starting to think about and see your data as an internal operations activity that happens to also get shared with outside sources

2 Mission clarification Get really clear on the why The whys then become the results you try to prove through your data These also inform what data points you need to collect

3 Data capture Take your mission and figure out how to capture the appropriate data There are different ways to do this depending what your mission and your whys Then you actually measure and capture those

4 Communication Once you have the mission and captured data share it Be sure to communicate both internally and externally including staff volunteers donors funding organizations and so on Part of this is determining how when and how often this information is disseminated

5 Improvement loop Take the results and data and continuously improve upon them Regularly check in on whatrsquos working what data isnrsquot telling the story and what data you could capture instead And donrsquot forget to celebrate your successes

Source Sheri Chaney Jones President and Founder Measurement Resources Columbus OH Phone (614) 947-8899 E-mail scjonesmeasurementresourcescocom Website wwwmeasurementresourcescocom

Public Speaking Tips

Ready to take the podium to sing your organizationrsquos praises Follow these steps to make sure they remember your message

1 Grab the audiencersquos attention early on with humorous dramatic or flattering remarks but be careful not to offend

2 After opening remarks move straight to the heart of your presentation Interject personal stories and examples to help the audience grasp your message

3 Conclude with a story or summarization of points covered in the body of your presentation

Classify Would-Be Volunteers

In seeking volunteers realize that people fall into one of three categories

1 Those who give of their time and already volunteer for your organization

2 Those who volunteer but are not yet volunteering for your organization

3 Those with little or no history or interest in volunteering

Focus on the second category seeking ways to place your organization among their top three choices for volunteering

DOI 101002VMR VIew thIs newsletteR OnlIne at wIleyOnlInelIbRaRycOM the VOlunteeR ManageMent RepORt copy 2017

February 2017 bull Volume 22 No 2

Donrsquot Let These Excuses Derail Your ProgressJones sees two common excuses to creating a measurement culture

1 Size and budget mdash Research for her book found there is no correlation between sizebudget and success Every size organization can be successful

2 Technology and capacity mdash This may require some investment but think of it as a cost of doing business It doesnrsquot have to be elaborate a simple process is sufficient And make sure you have a dedicated staff person responsible

2 the VOlunteeR ManageMent RepORt copy 2017 VIew thIs newsletteR OnlIne at wIleyOnlInelIbRaRycOM DOI 101002VMR

eValuation Procedures

Conduct a 90-Day Volunteer Evaluation

Gauging volunteer performance and satisfaction is crucial for nonprofitsAccording to Sandra Haskell manager of volunteer services and community

relations at University Hospitals Portage Medical Center (Ravenna OH) evaluating volunteering is important for five main reasons

1 Retention Evaluating volunteers is a great opportunity to show them that your organization truly values them and their opinion Their voice is heard

2 Communication Especially for organizations with many volunteers or those who work during nonbusiness hours evaluations are a great way to communicate with these individuals

3 Awareness Based on the questions you ask volunteers come to know what is important in their positions

4 Fact-finding This is the perfect opportunity to gain information about gaps in training or other potential issues

5 Requirement For some organizations such as University Hospitals Portage Medical Center volunteer evaluations are required

An example of one way to evaluate volunteers is University Hospitals Portage Medical Centerrsquos 90-day Satisfaction Form which is mailed out to volunteers after three months The form asks the following questions

bull ldquoWhatdoyouenjoyaboutyourvolunteerposition

bull Areyouexperiencinganydifficultieswithyourassignment

bull Nowthatyouhavebeenvolunteeringforthreemonthshowdoesyouractualvolunteer experience compare to your initial expectations

bull DoyoufeeladequatelytrainedinyourpositionIf notinwhatareaswouldyou like additional training

bull Whatarewe(thevolunteerstaff)doingwellWhataresomethingsthatwecanimprove uponrdquo

Haskell says this survey not only addresses the five reasons to evaluate volunteers but it also can save an organization money Since itrsquos costly to onboard a new volunteer and then lose him or her in a matter of a few months because of an unknown issue Haskell says this is a way to ward off potential problems

She says ldquoIt lets them know we care about how they are doingrdquo

Source Sandra Haskell Manager of Volunteer Services and Community Relations University Hospitals Portage Medical Center Ravenna OH Phone (330) 297-2592 E-mail sandrahaskelluhhospitalsorg Website wwwuhportageorg

THE VOLUNTEER MANAGEMENT REPORT (Print ISSN 1091-3777 Online ISSN 2325-8578) is published monthlybyWileySubscriptionServicesIncaWileyCompany 111 River St Hoboken NJ 07030-5774 USA Postmaster Send all address changes to THE VOLUNTEER MANAGEMENT REPORT John WileyampSonsInccoTheSheridanPressPOBox465Hanover PA 17331 USACopyright and Copying (in any format) Copyright copy 2017 WileyPeriodicalsIncAllrightsreservedNopartofthispublication may be reproduced stored or transmitted in any form or by any means without the prior permission in writing from the copyright holder Authorization to photocopy items for internal and personal use is granted by the copyright holder for libraries and other users registered with their local Reproduction Rights Organisation (RRO) eg Copyright Clearance Center (CCC)222RosewoodDriveDanversMA01923USA(wwwcopyrightcom) provided the appropriate fee is paid directly to the RRO This consent does not extend to other kinds of copying such as copying for general distribution for advertising and promotional purposes for republication for creating new collective works or for resale Permissions for such reuse can be obtained using theRightsLinkldquoRequestPermissionsrdquolinkonWileyOnline Library Special requests should be addressed to permissionswileycomInformation for subscribers The Volunteer Management Report is published in 12 issues per year Subscription prices for 2017 are Institutional Online Only $1665 (USA Canada Mexico and rest of world) pound1048 (UK) euro1215 (Europe) Institutional Print + Online $1998 (USA Canada Mexico and rest of world) pound1258 (UK) euro1458 (Europe) Institutional Print Only $1665 (USA Canada Mexico and rest of world) pound1048 (UK) euro1215 (Europe) Personal Online Only $102 (USA Canada Mexico and rest of world) pound65 (UK) euro76 (Europe) Personal Print + Online $144 (USA Canada Mexico and rest of world) pound91 (UK) euro106 (Europe) Personal Print Only $123 (USA Canada Mexico and rest of world) pound78 (UK) euro90 (Europe) Prices are exclusive of taxAsia-PacificGSTCanadianGSTHSTandEuropeanVAT will be applied at the appropriate rates For more information on current tax rates please go to wwwwileyonlinelibrarycomtax-vat The price includes online access to the current and all online back files to January 1st 2013 where available For other pricing options including access information and terms and conditions please visit wwwwileyonlinelibrarycomaccessDisclaimer The Publisher and Editors cannot be held responsible for errors or any consequences arising from the use of information contained in this journal the views and opinions expressed do not necessarily reflect those of the Publisher and Editors neither does the publication of advertisements constitute any endorsement by the Publisher and Editors of the products advertisedJournal Customer Services For ordering information claims and any enquiry concerning your journal sub-scription please go to wwwwileycustomerhelpcomask or contact your nearest office Americas E-mail cs-journalswileycom Tel +1 781 388 8598 or +1 800 835 6770 (toll free in the USA amp Canada) Europe Middle East and Africa E-mail cs-journalswileycom Tel +44 (0) 1865 778315 Asia Pacific E-mail cs-journalswileycom Tel +65 6511 8000 Japan For Japanese speaking support E-mail cs-japanwileycom Visit our Online Customer Help available in 7 languages at wwwwileycustomerhelpcomaskWileyrsquosCorporateCitizenshipinitiativeseekstoaddressthe environmental social economic and ethical challenges faced in our business and which are important to our diverse stakeholder groups Since launching the initiative we have focused on sharing our content with those in need enhancing community philanthropy reducing our carbon impact creating global guidelines and best practices for paper use establishing a vendor code of ethics and engaging our colleagues and other stakeholders in our efforts Follow our progress at wwwwileycomgocitizenshipView this journal online at wwwwileyonlinelibrarycom journalvmrEditor Scott C Stevenson Production Editor Mary Jean JonesEditorial Correspondence Scott C Stevenson The Volunteer Management ReportFor submission instructions subscription and all other information wwwwileyonlinelibrarycomjournalvmrPrinted in the USA by The Allied Group

Dos and Donrsquots for Volunteer Evaluations

Haskell offers the following dos and donrsquots for evaluating volunteers

Dos ldquo Make it manageable for your sized department and the resources you haverdquo she says This covers everything from alphabetically staggering annual surveys to utilizing volunteers and interns to help with mailings and even the number of questions you ask

ldquo Look at the questions yoursquore asking to make sure they are still relevant to the volunteersrsquo rolesrdquo Haskell says For instance for her organizationrsquos annual evaluation she re-evaluates the questions to make sure standards of behavior addressed are those that are most important

Donrsquots ldquoDonrsquotreinventthewheelrdquosaysHaskellResearchsimilarorganizations for resources and best practices

ldquoDonrsquotbeafraidtojustjumpinandstarttheprocessrdquoshesaysWhileit can sometimes be overwhelming donrsquot be afraid to start

DOI 101002VMR VIew thIs newsletteR OnlIne at wIleyOnlInelIbRaRycOM the VOlunteeR ManageMent RepORt copy 2017 3

Professional oPinion

Interview Strategies You Can Implement Today

What is your best strategy andor idea when interviewing potential volunteers

ldquoOur strategy is to engage experienced mentor volunteers called Volunteer Training Assistants or VTAs to conduct all new volunteer interviews

ldquoThis is done for a few reasons

1 ldquoIt allows us to interview up to 60 candidates the same day following our in-person orientation session

2 It gives the new candidate an opportunity to talk one-on-one with an experienced volunteer about what they can expect as a volunteer

3 It gives the new volunteer a mentor to know right off the bat as they enter training All VTAs are at the new volunteer classroom training as table leads and lead specific activities

4 It gives the new volunteer a mentor as he or she begins volunteering in the aquariumrsquos exhibitsrdquo

mdash Katrina Bettis CVA Volunteer Engagement Manager Seattle Aquarium Seattle WA Phone (206) 693-6112 E-mail kbettisseattleaquariumorg

ldquoAbout one-third of our volunteer candidates are teens It can be a challenge to get teens to open up and share their personality with a new adult so I greet them with a warm smile and immediately thank them for coming to meet with me I assure them this lsquois nothing too scaryrsquordquo

ldquoThen I ask the same questions of each teen candidate including

bull ldquoWhatisyourfavoriteclassandwhy

bull ThinkaboutyourfavoriteteacherWhatmakesthemstandouttoyou

bull Whatdoyoulikedoingforfun

ldquoThese questions are in their wheelhouse Everyone has a favorite subject teacher etc It gets them to open up and share bits of their personality work style and views on teamwork and leadership This information helps me pinpoint the right fit for them as a volunteer in our organization

ldquoI also use this information to relate to them I find something that connects us This makes the conversation flow a bit better as well as helps connect them to me and to the volunteer programrdquo

mdash Jennifer Johnson Volunteer Manager Beaverton City Library Beaverton OR Phone (503) 526-3703 E-mail jjohnsonbeavertonoregongov

Generational VolunteerinG

Call on Youth to Teach Seniors

If your organization serves senior citizens who would like to get more comfortable with a computer why not call on youth volunteers to help close the digital divide

As adept as todayrsquos youth are at social networking they make the perfect teachers for older adults who could benefit from learning even basic computer skills

Willingyouthvolunteerscouldteacholderadultshowto

bull ExploretheirinterestsontheInternetgenealogytravelhistoryhobbiesandmore

bull Writesendandreceivee-mailmessagestoandfromfriendsandlovedones

bull ProduceandprintaMicrosoftWorddocument

bull OperatetheirdigitalcameraUploadprintviewande-mailphotos

bull JoininanonlinesocialnetworkingsitesuchasFacebook(wwwfacebookcom)

Many older adults have no idea what they are missing because no one has ever shown them the available online wonders And what gratification a young person would receive by teaching these basic skills

Fun Video Aids In Volunteer Recruitment

Picture it a three-minute video highlighting current volunteers staff and the animals they serve

TheDetroitZoologicalSociety(Royal Oak MI) created a ldquoPicture Yourself Hererdquo video (httpsdetroit zooorgsupportvolunteer) as a means of recruiting new volunteers

ldquoWeareinavideoworlditseemsrdquosaysLindaDenommevolunteer services manager ldquoTherersquos more interest in seeing something than just being told about it and certainly few people want to read about it Video conveys a lot of information directly and subtlyrdquo

The candid video with catchy music shows volunteers and staff asking viewers to ldquopicture yourselfrdquo volunteeringattheDetroitZooAnactual picture frame volunteer-submitted selfies and cell phone video were used

The video debuted on the zoorsquos Facebook page which has more than 260000 followers The video was also shown at meetings where volunteers were encouraged to share it with others Itrsquos now featured on the zoorsquos website and YouTube channel

ldquoEveryone who sees it seems to respond well because of the humor especiallytheflubbedlineWecanall identify with that volunteerrdquo DenommesaysldquoWewantedtoattract new volunteers by showing the diversity already in our programWeincludeddifferentagesgendersandethnicitiesWethought if someone sees others like themselves as volunteers they would feel welcome to participaterdquo

The video was put together by a current volunteer at no charge WhilenohardnumbersareavailableDenommesaysthezoohas seen a slight increase in the number of younger volunteers since the video was created

Source Linda Denomme Volunteer Services Manager Detroit Zoological Society Royal Oak MI Phone (248) 336-5806 E-mail ldenommedzsorg Website wwwdetroitzooorg

recruitment resources

4 the VOlunteeR ManageMent RepORt copy 2017 VIew thIs newsletteR OnlIne at wIleyOnlInelIbRaRycOM DOI 101002VMR

recruitment efforts

Volunteer Recruiting Dos and Donrsquots

There are some simple guidelines to follow to make your next recruiting effort a successful one Follow these dos and donrsquots when recruiting new volunteers

Doworktorecruitnewvolunteersbygettingtheminvolvedinaone-timeactivity

DonrsquotaskjustanyonetovolunteerDosetagoalanddeterminewhichindividuals from your community will best deliver for your nonprofit

Dobeup-frontaboutthetimecommitmentnecessarytovolunteeratyourorganization

Donrsquotrecruitusingguiltmethodsorbyactingdesperate

Doallowapotentialvolunteertosaynogracefully

DonrsquotoversimplifywhatwillberequiredofvolunteersHandthemadetailedvolunteer job description whenever possible

Dobeenthusiasticandupbeatwhentalkingtocurrentandpotentialvolunteers(and everyone else) about your organization

DonrsquotdownplaytheimportanceofvolunteersExplaintonewrecruitshowvalued volunteers are and how your organization will recognize their efforts

Doallowvolunteerstheopportunitytoeaseintovolunteeringbyfirststartingwith a one-time or episodic volunteering effort or to begin with limited hours

Donrsquotsugarcoatthevolunteerrsquosrolebutatthesametimedonrsquotoveremphasizethe negative aspects of the role either Try to paint a realistic picture

Dogivespecificexamplesoflong-termvolunteerswhohavesuccessfullyassisted in your organization and make such persons available to new volunteers as mentors and sources of information and support

Dual-Purpose Video Thanks Recruits Volunteers

For your next volunteer appreciation event consider thanking volunteers with a video

Not only is this a great way to recognize and honor current volunteers if done right it can later serve as a recruitment tool

The primary purpose of Lawrence Memorial Hospitalrsquos (Lawrence KS) slideshow and video was to act as a thank-you to its many volunteers It was shown at a volunteer recognition event

ldquoWeusevideosasatooltotellour storyrdquo says Allyson Leland director of volunteer services ldquoBoth our videos do this but in different ways The historic slide show depicts a history of involvement It shows how we have grown and changed to meet the needs of the hospital The other video shares the story of three people and their involvement It is a way to recognize the actual volunteer involved but also our CEO is featured in the video talking about how important the volunteers are to our organizationrdquo

The slideshow and video now serve as continual recognition pieces on the hospitalrsquos website (wwwlmhorgvolunteer-services) and they also act as recruitment tools

ldquoPutting a video out on your website allows for ongoing volunteer recognition and it also gives people who are considering volunteering at your organization a place to hear directly from other volunteers why your organization is a good place to berdquo Leland explains

Leland says the videos were well received and because the videos were created with a dual purpose worth the $2500 price tag

Source Allyson Leland Director of Volunteer Services Lawrence Memorial Hospital Lawrence KS Phone (785) 505-3141 E-mail allysonlelandlmhorg Website wwwlmhorgvolunteer-services

ideas Worth doinGfood for thouGht

Volunteering and Dating More Similar Than You May Think

If you think dating and volunteering have nothing in common think again ldquoWhenyoursquoredatingthingsarefreshandnewandexcitingrdquoexplainsCorry

DeMarcovolunteercoordinatoratCerebralPalsyofNorthJersey(LivingstonNJ) ldquoTo keep a romantic relationship going strong you have to keep that feeling going strong too The same applies to volunteers Showing your appreciation throughouttheyearwillkeepvolunteerspassionateandloyalDonrsquotfallintotheslump of taking your best volunteer for grantedrdquo

TogetthosecreativejuicesflowingDeMarcosharesanideaherorganizationusedWhenoneofitslong-timevolunteerswasillshecreatedaget-wellphotocard It featured students the organization serves holding letters to spell out ldquoGet wellrdquoWhileshesaiditinitiallytooksometimetoputtogetheritrsquosatoolshenowhas on hand and is readily available to personalize and send via e-mail or text

ldquoA surprise in their inbox may be just the encouragement your volunteers need inthatmomentrdquoDeMarcosaysldquoThiscanbeadaptedtoanynonprofitforanyoccasion It can be a photo of a beautiful vista from an arboretum with an inspiring quote A food bank can create a funny display using boxes of mashed potatoes to spell out the words lsquoHappy Fridayrsquo Get creative and have funrdquo

OnelastbitofadvicefromDeMarcothatappliestodatingandvolunteeringMake it a priority

ldquoMove it to the top of the listrdquo she says ldquoVolunteer coordinators are often stretched thin and gestures of appreciation drop lower and lower on that never-ending to-do list Then we feel guilty that we donrsquot do more for our volunteers So do it for yourself Make it a priority because not only will it reinvigorate your volunteer seeing their excited reactions will lift your spirits and re-energize you toordquo

Source Corry DeMarco Volunteer Coordinator Cerebral Palsy of North Jersey Livingston NJ Phone (973) 821-8114 E-mail cdemarcocpnjorg Website wwwcpnjorg

DOI 101002VMR VIew thIs newsletteR OnlIne at wIleyOnlInelIbRaRycOM the VOlunteeR ManageMent RepORt copy 2017 5

Learn to Remember Names

Doyouhavedifficultyrememberingnames of new acquaintances Herersquos how you can improve your memory skills

bull Whenbeingintroducedtosomeonerepeat the individualrsquos name ldquoSusan itrsquos a pleasure to meet yourdquo

bull Exchangebusinesscards

bull Usethepersonrsquoscompletenameinconversation within a few minutes after being introduced ldquoI just had an opportunity to meet Susan Stewartrdquo

bull Makeamentalconnectionwiththeindividualrsquos name ldquoStewart like the Stewarts of Scotlandrdquo

Policies amp Procedures

Donrsquot Wait Create Dismissal Policy Today

By Yvette Boysen

Dismissingavolunteermaynotbeacommonoccurrence but when the time comes you want to be prepared

ldquoDismissalpoliciesareintegralforvolunteer managers to have in place regardless of the size of the organization or the volunteer programrdquo explains Sammy Feilchenfeld training coordinator at Volunteer Toronto (Toronto Ontario Canada) ldquoThe policy allows the manager to lay out the plan and process if they ever need to dismiss a volunteerrdquo

According to Feilchenfeld the following components are key

Policy statement

ldquoThe policy statement should state that dismissal is fair equitable and reasonable and related to the expectations and consequences for volunteersrdquo he says

Responsibilities

Itrsquos a volunteerrsquos responsibility to understand that dismissal is a consequence based on specific actions Additionally a nonprofitrsquos staff is responsible for ensuring the policy is followed

Procedures

bull WhataregroundsforimmediatedismissalAn example is an altercation with police

bull If applicableprovidedetailsaboutdismissalduringprobation

bull Explainthestep-by-stepprocessthatcouldresultindismissal For instance failure to meet the requirements of the volunteer role or misrepresenting the organizationrsquos mission is followed by warnings an opportunity to improve and dismissal

bull HowwillthedismissalitselftakeplaceItmayincludeaformal letter and meeting

bull IsthereanappealspolicyIf sohowisithandled

Feilchenfeld says the volunteer manager may write the dismissal policy but staff who manage volunteers as well as volunteers themselves should have input as well

Once your policy is in place be sure it is shared with all volunteers at the start of their involvement Feilchenfeld recommends discussing it during orientation and making it available in its entirety in the volunteer manual He also suggests some sort of acknowledgment such as a signature proving that the volunteer has read and understands the policy

ldquoOrganizations can go a long time before they ever have to dismiss a volunteer but the biggest mistake is to make the policy while theyrsquore in the process of dismissing a volunteer or even after the factrdquo Feilchenfeld says ldquoHaving the policy ahead of time means the process will be transparent and all volunteers will know they are subject to itrdquo

Source Sammy Feilchenfeld Training Coordinator Volunteer Toronto Toronto Ontario Canada Phone (416) 961-6888 E-mail sfeilchenfeldvolunteertorontoca Website wwwvolunteertorontoca

Renew your subscription at cs-journalswileycom

6 the VOlunteeR ManageMent RepORt copy 2017 VIew thIs newsletteR OnlIne at wIleyOnlInelIbRaRycOM DOI 101002VMR

colleGe uniVersity Volunteer ProGrams

GivePulse Creates One-Stop Shop

Whodoesnrsquotloveaone-stopshopThatrsquosexactlywhatadministrators and student volunteers at Agnes Scott College (DecaturGA)foundwithGivePulse(wwwgivepulsecom) a volunteer recruitment management and tracking software program

The tool referred to on campus as Scotties Serve allows internal and external partners to post open and one-day volunteer opportunities for students In turn students who are looking for service opportunities are able to log in with their Agnes Scott username and password and search the listings Reminders are sent as the event draws near and after it has occurred volunteers automatically receive a survey and are able to submit reviews and log service hours

WhileGivePulsersquosgeneralplatformandlayoutarestaticJLPPrince director of community engagement says Agnes Scott has personalized much of it including usage of the logo and name Scotties Serve the single sign-on as well as the creation of subgroups The subgroups allow Agnes Scott organizations and clubstocreatepagesspecifictotheireventsandorprojects

Administratively Prince says there are many benefits as well ldquoIn addition to increased student engagement with community service initiatives many of the advantages are administrative-basedrdquo she explains ldquoBefore implementing the system community partners would e-mail me volunteer needs and then I would have to take time to reformat organize and advertise to the campus community Now they post in Scotties Serve and I just pull from those posts to advertise Further for on-campus service projects Scotties Serve is my sign-in software and allows me to have constant access to information such as emergency contact and allergies for participantsrdquo

Prince says Agnes Scott began using the program in August By the end of September more than one-third of the schoolrsquos enrollees were registered users and they had logged more than 1750 volunteer hours

ldquoThe only disadvantage Irsquove seen so far is there is not a way to set up notifications so when a new service project is added that meets your interests or skills you can be notifiedrdquo Prince says ldquoStudents have to actively check the page to see if there are projects that meet their interests I am working on filling this gap with advertisements on Facebook and e-mail about upcoming projectsrdquo

According to Prince GivePulse was founded in 2012 in Austin TX and is growing rapidly She says in addition to the paid program GivePulse also offers a free limited platform for small nonprofits without funds to pay for the entire platform

Although the program has streamlined the process for Agnes Scott volunteers and administrators alike Prince says ldquoWhilethesystemisgreatnosystemnomatterhowmuchyoupay for it and how many bells and whistles it has will be a cure-all to increase engagement If you do not have volunteer opportunities that are presented in an engaging way or are relevant to your volunteer basersquos interests it will be challenging to recruit volunteersrdquo

Source JLP Prince Director of Community Engagement Agnes Scott College Decatur GA Phone (919) 280-2541 E-mail jprinceagnesscottedu Website wwwagnesscottedu

Make Loyal Leaders of Top Performers

What specific actions do you take to nurture your top-performing volunteers How do you recognize their behavior and bring them to an even higher level of performance

ldquoNurturing your top-performing volunteers is both an art and a science The secret is in the initial discovery conversation shared between the leader and the volunteer followed by continuing conversations These scheduled purposeful chats use open-ended questions to discover the original and evolving intrinsic motivators that compel volunteers to serve and continue to serve with dedication and excellence

ldquoWhateverrecognitionrewardyouattempttoapplywill only have its desired impact of reinforcing top performance if itrsquos connected to the individualrsquos intrinsic drivers And the only way to really know what those are is to ask observe and listen Build relationships with your volunteer

ldquoNote that the guidance offered here has little and often nothing to do with giving the volunteer a tangible rewardWetendtothinkthatanawardribbonpincoffee mug gift card token or tchotchke is the most effective way to inspire continued exceptional performanceWehavebeensorelymisledinthissimpleuntruth Ultimately leveraging the inherent intrinsic motivation that already lies in the heart of a volunteer is infinitely more powerful than the impact a tangible reward may ever haverdquo

mdash Barry Altland Writer Speaker and Consultant Head Heart and Hands Engagement Collective Winter Garden FL Phone

(407) 765-0577 E-mail headhearthandsengagementgmailcom

ldquoVolunteers today arenrsquot going to attend extravagant events thanking them Therefore I now create small appreciation events for different categories of volunteers for example a short meeting and dessert for one group and coffee desserts and a small gift for another Volunteers crave personal attention from the agencies theyrsquore serving but they donrsquot require much more than simple gratitude I believe this is best accomplished in personal interaction encouragement notes or e-mails and expressions of gratitude

ldquoWealsohaveestablishedaVolunteeroftheMonth(award) which recognizes a volunteer by inviting them toourmonthlystaff lunchWelearnthestorybehindour volunteerrsquos desire to serve and I am confident that this encourages them to continue

ldquoWhenwerecognizewhatvolunteersaredoingthey naturally want to do more give more and expand their volunteering I believe appreciation and encouragement are the main components of my job in supervising volunteers and I take that very seriouslyrdquo

mdash Jaime Buxton Internship and Volunteer Services Supervisor The City Mission Cleveland OH Phone (216) 431-3510

E-mail jbuxtonthecitymissionorg

nurturinG your Volunteers

DOI 101002VMR VIew thIs newsletteR OnlIne at wIleyOnlInelIbRaRycOM the VOlunteeR ManageMent RepORt copy 2017 7

Watch for Signs Of Volunteer Empathy Fatigue

Volunteer empathy fatigue can strike a volunteer at any time sometimes with no warning This syndrome can be particularly relevant for volunteers who work with persons who have experienced physical or emotional trauma such as survivors of a natural disaster or abuse

Watchyourvolunteersforsignsof

bull Disassociation

bull Anger

bull Anxiety

bull Sleepdisturbances

bull Expressionsofpowerlessness

If a volunteer exhibits any of these symptoms work with the volunteer to arrange for some time off or to be reassigned in another area of your organization either permanently or temporarily

Watchingforthesepowerfulexpressions of feelings can help you avoid the loss of a volunteer and assist a volunteer experiencing volunteer empathy fatigue

Ask Your Board to Select The Volunteer of the Year

Take the role of your organizationrsquos board of directors one step further Ask them to determine the recipient of the Volunteer of the Year award

Whilestaff membersatAnimalWelfareLeagueofArlington(Arlington VA) nominate and select each Volunteer of the Month winner Jennifer Newman director of community programs says her organizationrsquos board of directors determines its Volunteer of the Year

The 14-member board reviews the nominations of the 12 monthly winners and decides who stands out based on volunteer participation and accomplishment

Source Jennifer Newman Director of Community Programs Animal Welfare League of Arlington Arlington VA Phone (703) 931-9241 E-mail jnewmanawlaorg Website wwwawlaorg

screeninG Procedures

Verified Volunteers Offers a Screening Alternative

The mission of Verified Volunteers is simple ldquoTo help nonprofits and service organizations better fulfill their missions by reducing the time and costs associated with volunteer screeningrdquo

AccordingtoKatieZwetzigexecutivedirectoratVerifiedVolunteerstheonlineplatform includes self-service features sharing capabilities and management tools to make volunteer screenings less burdensome and more efficient to bring volunteers on board quicker The self-service component reduces administration time for the organization

LeeDoucetteprogrammanageratFIRST(ManchesterNH)findsthesystemincrediblyefficientInatwo-persondepartmentDoucetteisabletoscreenabout40000volunteersperyearldquoWhatIvaluemostaboutVerifiedVolunteersrsquoplatformisitrsquossimpleandeasyrdquosaysDoucetteOnlyasmallpercentageofscreeningsactually require hands-on work most are completely automated

How it works

1 The organization is set up on the Verified Volunteers system

2 The organization provides a link to volunteers to complete a background check The link brings them to a landing page with the organizationrsquos branding

3 The volunteer completes the required information (This takes three to five minutes)

4 The volunteer can choose to pay for his or her own background check or donate the cost to the organization

5 The background check results are sent to the volunteer and the organization

6 The volunteer manager can track progress through the online dashboard

7 Volunteers can easily share their

background check with other organizations for freeAt FIRST volunteers sign up online and create an account in the FIRST

system If their volunteer role requires a background check they are provided a link to Verified Volunteers An API integration allows both platforms to sync the information dramatically decreasing staff time

OutsideofthesavedadministrativetimeDoucettefindsgreatvalueinbeingpartners with Verified Volunteers ldquoThe staff are always top-notchrdquo she says ldquoThey answermyquestionsquicklyandareagreatgrouptoworkwithrdquoDoucettealsoappreciates the education to keep up on new rules and best practices of screening volunteers she takes advantage of webinars and resources provided by Verified Volunteers

Sources Lee Doucette Manager FIRST Youth Protection Program FIRST Manchester NH Phone (603) 666-3906 E-mail ldoucettefirstinspiresorg Website wwwfirstinspiresorg

Katie Zwetzig Executive Director Verified Volunteers Fort Collins CO Phone (970) 232-3550 E-mail infoverifiedvolunteerscom Website wwwverifiedvolunteerscom

Background Check Option Saves Time Money

One unique feature of Verified Volunteers addresses the fact that many volunteers donate their time to multiple organizations and itrsquos often timely and expensive for every organization to do a background check Verified Volunteers includes an easy and free share option so volunteers can choose to share their screening results with other organizations In fact Verified Volunteers gives rebates when background checks are shared with other organizations

Celebrate Your Newcomers

Whenanewvolunteerattendsafirstmeetingorbeginsthatfirsttaskphotographthepersonintheactandsendittohimherwithanoteofthanks

THE MONTHLY IDEA SOURCE FOR VOLUNTEERS LEADING THE WAY

Current subscribers are invited to reproduce copies of Volunteer Insider ONLY for their volunteers Reproduction of any other portion of the Volunteer Management Report is strictly forbiddenCopyrightcopy2017WileyPeriodicalsIncAWileyCompanyThispublicationisdesignedtoprovideaccurateandauthoritativeinformationinregardtothesubjectmattercoveredItissoldwiththeunderstandingthatthepublisherisnotengagedinlegaloraccountingorotherprofessionalservicesIf legalorotherexpertassistanceisrequiredtheservicesofacompetentprofessionalpersonshouldbesought(FromaDeclarationofPrinciplesjointlyadopted by a committee of the American Bar Association and a committee of publishers)

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How You Act Influences Others

Workinginthevolunteerfieldyoursquoreprobablywellawareoftheinfluenceyourattitude has on those around you Showing up with an upbeat can-do attitude is valuable beyond measure But for whatever reason that positive attitude doesnrsquot always come easy So just as you undergo training on how to perform your volunteer duties train yourself to keep your attitude as positive as possible The effort will pay off as you find yourself happier and your enthusiasm rubbing off on those around you To diminish negativism and positively influence those around you

Complete a task you would rather avoid to build your sense of accomplishment

Take a genuine interest in those volunteers with whom you work It gets your mind off your own concerns and opens you and others up to new friendships

DonrsquotforgettolaughnowandthenFindinghumorineverydaylifemakeslifemore worth living

Say kind remarks to and about others Yoursquoll feel better about yourself

If you find yourself in the midst of negativity take a deep breath and speak up Attempt as tactfully as possible to turn things around Even a simple subject-changing statement such as ldquoHey wasnrsquot that an awesome game last nightrdquo can shift the mood

Keep a log of daily accomplishments and victories Review it at least weekly

Stay Focused on What Counts

As you work on behalf of worthy organizations keep asking yourself ldquoWhatrsquosmyprimaryobjectiverdquo

So often we simply react to the circumstances at hand and as a result fail to focus on what matters most Any accomplishments simply evolve rather than being the result of a focused effort

Here are two ways to clarify your direction

1 Be more observant of your actions and those around you Keep asking yourselfldquoWhatrsquosbeingaccomplishedhererdquo

2Wheneveryoudoanythinginconjunction with the cause you represent mdash attend a meeting make calls greet people mentor or whatevermdashaskyourselfldquoWhatrsquosmyprimaryobjectiveWhatcanI do that will produce the best resultsrdquo

If you can make a point to follow these two principles throughout an entire year yoursquoll be amazed at how much more yoursquore able to achieve

Donrsquot Commit Casually

Although a volunteer manager prefers not to be rejected when enlisting volunteers thatrsquos preferable to having a volunteer agree to help and then not show up or give their all to the effort

If yoursquore asked to help with a particular project donrsquot commit to help without being sure yoursquoll do whatrsquos expected of you

If it helps take 48 hours to think aboutitDecideifyouhavethetimeandcapacity to do whatrsquos being asked of you Then give your answer

And if you agree to help do it with all of your heart

February 2017

VolunteerinGrsquos Benefits

Look for Opportunities Where You Can Learn by Doing

Volunteer experiences offer many fringe benefits They give you an opportunity to learn new skills to discover new ways of doing things to expose yourself to projects and programs that may be new to you and to experience your nonprofit at many levels Use your volunteer experience to learn and to expand your knowledge base

Here are some concrete ideas for doing so

Improve your writing skills by contributing to the organizationrsquos newsletter

Learn what itrsquos like to manage a database by updating names and addresses

Educate yourself more about the services and mission of the organization for which you are volunteering by giving presentations or facility tours

In whatever ways you choose to help your volunteer experience offers unlimited learning opportunities Seize them when they present themselves

ldquoDo something wonderful people may imitate itrdquomdash Albert Schweitzer

sharinG your talents

Do What You Do Best

Doyoupossessatalentortwoyoursquorenotcurrentlyusingatyourvolunteerpositionbut that could enhance the services and environment around you

Maybe you love photography and would like to work on a scrapbook for clients and staff Perhaps your talents in the kitchen could be used to organize a bake sale to raise funds Or if you love to work on the computer you might create or enhance a website especially for volunteers Speak up and make a difference