The 3 R’s of Volunteer Management For Older Adult … · 2016-08-23 · The 3 R’s of Volunteer...

The 3 R’s of Volunteer Management

For Older Adult Volunteers

by Tony Omernik

Director, United Way RSVP of Marathon County

GIVE. ADVOCATE. VOLUNTEER.

Today’s Agenda

1. What is RSVP and United Way RSVP of Marathon County

2. Why “ATTITUDE” Matters Most!

3. Recruitment

4. Retention

5. Recognition

6. Volunteering as an important part of Healthy Aging

7. Resources


What is RSVP (Retired and Senior Volunteer Program)?

National program through CNCS for ALL persons 55+

• Personalized placement

• Supplemental insurance benefits while volunteering

• Optional mileage reimbursement available

• Eligible for President’s Volunteer Service Award

• Annual recognition and social events

• Monthly educational and social activities


Retired and Senior Volunteer Programs (RSVP) in WI1. ADVOCAP, Inc.

2. ADRC RSVP of Portage County

3. Catholic Charities Bureau of Northeast RSVP

4. Catholic Charities Bureau of Superior-Douglas County RSVP

5. Coulee Region RSVP, Inc.

6. Holy Family Memorial RSVP Volunteer Center Manitowoc

7. Interfaith Older Adult Programs RSVP

8. Interfaith Senior Programs Inc. RSVP of Waukesha County

9. Kenosha Area Family & Aging Services RSVP

10.Northwest RSVP

11.RSVP of Dane County

12.RSVP of Rock County

13.RSVP of Brown County

14.United Way RSVP of Marathon County

15.Volunteer Center of East Central Wisconsin Outagamie County RSVP

16.Volunteer Center of Racine County Inc. RSVP of Racine County

17.Western Dairyland EOC RSVP Project


United Way RSVP of Marathon County

Funding available Oct. 1, 2010

RSVP Volunteers began service on Feb. 1, 2011

As of June 30, 2013 -

• 246 active RSVP volunteers

• over 44,750 hours of volunteer service

• valued over $805,500

• 67 different jobs

• 46 RSVP Volunteer Stations in Marathon County

• 124 hours of service annually on average by each United Way

RSVP volunteer


“Hypertension is Public Health Enemy No.2” “Hypertension is also a major risk

factor for heart disease and stroke, the first and fourth leading causes of death

in the United States.”

“There is nothing that will save more lives than getting blood pressure under

control.” Comments from CDC Director in a 9/12/12 media release.

United Way RSVP free Community Blood Pressure

Screening and Hypertension Education program

• 11 Volunteer nurses at 11 regular monthly clinic sites and events

• 1,769 screenings and related hypertension education provided

• 74.6% of regular clients have made changes to improve health

• 92% of regular clients indicate the program has been helpful to

them


Why Attitude Matters Most

Experiencing the “ATTITUDE” over the years………

• Wis. Lions Foundation/Lions Camp

• City of Marinette/Recreation Dept.

• American Red Cross/Marathon County Chapter

• United Way RSVP of Marathon County


Why Attitude Matters Most

While volunteers are individuals with many different motivations,

interests, skills, etc. - it is the ATTITUDE (mindset) of the organization

that determines how successful the utilization of volunteers will be in

terms of

1. Level of contribution to the work of the organization

2. Level of meaningful experience for the volunteer


What is a Volunteer anyway?

DONOR + STAFF MEMBER

• Think of Volunteers as “major” DONORS

• Economic value of volunteer service in Wis. is $18.50 per hour

• Treat Volunteers as unpaid STAFF MEMBERS

• Don’t treat Volunteers like “volunteers”

• How does your organization Think of and Treat your volunteers?


Volunteers Are More Than “Volunteers”

• Recruiters

• Ambassadors

• “Marketeers”

67% of Volunteers

Give Time/Talent and CASH

Volunteers donate10X more money than Non-volunteers

Source: Fidelity Gift Fund & Volunteer Match


Matures

Identity: born before 1945

25.41 million Americans

77% give to charity

Communication Method:

• Newspapers

• Print advertising.

• Limited use of e-communications

• Formal social events/recognition

events

• Direct mail

Boomers

Identity: born between 1946-1964

45.17 million Americans

66% give to charity

Communication Method:

• Willing to explore and use technology;

93% use the Internet on a regular

basis

• Traditional print still appeals

• Social recognition events

• Professional advisors


Understanding Your Prospective Volunteer

Compiled from CRM.com (CRM magazine), Plannedlegacy.com, Convio and Chronicle of Philanthropy.

Matures

Attributes:

• Brand loyal

• Conservative/traditional

• Don’t want to be seen as old/out

dated

• Have accumulated wealth/concerned

about rising costs of everything

Messaging:

• Respond to leadership and formal

messages

• Inclusive language—“we” and “us”

• Motivational messages—

“We respect your experience”

Boomers

Attributes:

• Extravagant spenders

• Sandwich generation

• Spending to maintain vitality/health

• Want to be seen as cutting edge

• Want to volunteer

Messaging:

• Need to be seen as individuals

• Want to share what’s good with

others

• Motivational messages –“You’re

important to our success” and “We

need you.”


Understanding Your Prospective Volunteer

Compiled from CRM.com (CRM magazine), Plannedlegacy.com, Convio and Chronicle of Philanthropy

Midwest Volunteer Rates by Age Group (2009-2011)

Age Group Rate of Volunteering

16-19 29.9%

20-24 22.0%

25-34 26.4%

35-44 36.7%

45-54 34.6%

55-64 32.1%

65-74 32.0%

75+ 24.2%

Source: Volunteering and Civic Life in America, CNCS


Midwest Volunteer Hours by Age Group (2009-2011)

Age Group Volunteer Hours

16-19 32

20-24 36

25-34 30

35-44 40

45-54 49

55-64 52

65-74 80

75+ 80

Midwest Volunteer Retention Rate is 67.9%



Wisconsin Volunteers


Boomers

Older

Adults

2009-2011


PLAN before you Recruit

Do an Organizational Assessment

• Why do you want to utilize volunteers? What will they do?

• Is the Organization’s Environment supportive? (management, CEO and fellow staff

members)

• Do you have the Resources needed? Volunteers aren’t actually “FREE”, requiring

allocation of staff time and some funding.

• What are the real COSTS of implementing and operating a successful volunteer

program?

• What are the BENEFITs to the organization in utilizing qualified, well-trained

volunteers?

• Develop volunteer position descriptions, application, etc.

• Identify and resolve risk management issues


RECRUITMENT


Have a Recruitment Plan

1. Determine if targeted or mass recruitment effort or BOTH –

depends on the job.

2. What is the message (test it out) Use the right “language”

3. What are the Methods - paid ads, free promotional opps. including

your own network/publications, local Volunteer Center, RSVP

program in your area, person to person, volunteer fairs/other

related events, social media, mass media, website, etc.

4. Develop strategies and timeline

5. Implement with an opportunistic approach

6. Evaluate effectiveness of the recruitment effort


RECRUITING is all about getting...

• Right Person

• Right Job

• Right Skills

• Right Time

• Creating the Right Fit for both the Organization and Volunteer


4 Key Concepts of Recruiting Volunteers

1. Identify and address people’s possible resistance to volunteering

with your organization

2. Needs of the organization and needs of the volunteer must be met

simultaneously

3. The recruitment invitation must contain at least these elements:

Statement of need How the volunteer can help Benefits to the volunteer

4. Important to have effective, trained people recruiting new

volunteers

Source: Training Busy Staff to Succeed with Volunteers, Betty Stallings, Energize, Inc.


Recruitment Srategies

RSVP 55+ Volunteer Programs

Volunteer Centers Person to Person Recruiting


Mass Media and Social Media

Speaking to Targeted Groups

“Publicity is NOT Recruitment”

“The best way to recruit volunteers is to

ASK people to help”

“RULE of 7” An Old Marketing Adage Backed up by Research

• 2% of sales are made on the 1st contact

• 3% of sales are made on the 2nd contact

• 5% of sales are made on the 3rd contact

• 10% of sales are made on the 4th contact

• 80% of sales are made on the 5th-12th contact

More recent Communication Research suggests someone needs to

see/hear your message on average 8-10 times to be effective


Recruiting Retiring Professionals

• Retiring professionals want to make a difference

• Retiring professionals aren’t afraid of commitment

• Retiring professionals want flexibility


Good Ideas for Recruitment - What’s Worked for You?


Common Recruitment Pitfalls to Avoid

• Assume “no” means “never”

• Not seeing the volunteer as a unique individual

• Not following up with inquiries in a timely manner

• Overlooking a volunteer who doesn’t fit the current job opening – but has

other valuable skills and maybe a passion for your organization.

• Not getting the desired results and failing to evaluate/change

• Inadequate interview/application/background/reference check process

OTHERS……………..


Volunteer Retention


Retention of volunteers starts with the Interview and

Screening Process

• Get to know the potential volunteer – interests, skills, passion,

motivation, etc.

• Are they a good fit?

• If not, retention will be difficult at best.

• Focusing on retention reduces the emphasis on

recruitment! Retention is more cost-effective!


Business as Usual Isn’t Working

• 2 out of 5 volunteers stopped volunteering for an organization at

some point because of one or more poor volunteer management

practices.

• “Poor volunteer management practices result in more lost

volunteers than people losing interest because of changing

personal or family needs.”

Source: UPS Foundation (1998) Managing Volunteers: A Report from United Parcel Service.


Volunteer Retention

• 75% of nonprofits describe volunteers as a critical

component to their business model

• 11% of organizations have a strong volunteer

management model

• “Strong volunteer management practices correlate with

overall organizational effectiveness.”

• Source: TCC Group Study


Why People Stop Volunteering

• Organization is not well managed – 26%

• Organization did not make good use of volunteer – 23%

• Organization did not use volunteer talent – 18%

• Volunteer job not defined – 16%

• Volunteer not thanked – 9%

Source: UPS Foundation (1998) Managing Volunteers: A Report from United Parcel Service


Best Practice Rates

• Regular supervision and communication with volunteers – 67%

• Liability coverage for volunteers – 46%

• Regular collection of volunteer hours – 45%

• Volunteer screening – 45%

• Written job descriptions – 44%

• Recognition activities – 35%

• Volunteer impact measurement – 30%

• Volunteer training – 25% Staff training – 19%

• Source: Adoption of Accepted Best Practices for Volunteer Involvement (Hager & Brudney, 2004)


Percentage of Nonprofits that regularly practice good

volunteer management practices

Matching volunteers’ skills with appropriate assignments 45%

Recognizing the contributions of volunteers 35%

Measuring the impact of volunteers annually 30%

Providing volunteers with training and professional development 25%

Training paid staff to work with volunteers 19%

Source: Volunteer Management Capacity in America’s Charities and Congregations, 2004


Volunteer Motivation for joining United Way RSVP

• 100% to help people/community

• 95% to support RSVP grant funding

• 93% to stay healthy and active

• 86% to meet new people

• 63% for volunteer placement help

• 31% for mileage reimbursement

• 24% for supplemental insurance

• Source: United Way RSVP 2013 Annual Volunteer Survey


How Volunteering Helps The Volunteer United Way RSVP 2013 volunteer survey results

89% Increased satisfaction with your volunteer experience

87% greater feeling of being able to make a difference

82% greater feeling of connection to community

72% greater sense of well-being

72% more social connections

38% better physical health

AND 92% have spoken to others about volunteering resulting in 123

people starting to volunteer or doing more volunteering in past year.


Basic Principles of Volunteer Retention

1. Get your volunteers off to a strong start with good orientation and

training

2. Involvement in your organization

3. Communication

4. Ongoing feedback/appreciation, etc. on the work and a more

formal semi/annual review

5. Genuine interest in the volunteer from a personal perspective

6. Opportunities for learning, growth and advancement


Understanding Motivational Styles

• 3 Primary motivators of human behavior: Achievement, Affiliation,

Power/Influence

• We all have a combination of the 3, frequently one is dominant.

• No style is better than another, simply different.

• We can exhibit one style in one setting (home) and another in a

different setting (work)

• Understanding the motivational styles of your volunteers helps

improve organization performance and volunteer satisfaction

Source: Betsy Stallings, “Training to Staff to Succeed with Volunteers”


AchieversStrengths

• Well organized – Innovative – Strong initiative- Good planning and problem

solvers

Struggles & Weaknesses

• Delegating to others – Process (can be impatient) –Valuing relationships

and team – Perfectionism – Risk taking (only calculated risks) – Sensitivity

to feelings/needs of others

Needs

• Feedback (don’t like to fail) – Challenges and opportunity to group –

High standards, unique accomplishments – responsibility-deadlines

Best Roles

• Fundraiser – Administration – Training- Financial – Board of Directors –

Professional Tasks- Data Gathering



AffiliatorsStrengths

• Good barometers of “climate”- Team players – Sensitivity – Good listeners

and good persuaders

Struggles and Weaknesses

• Oversensitivity – Handling conflict –Unaware of time- Overreacting- Being

alone or with many strangers –Needing reassurance and affirmation

Needs

• To feel needed, to help – Be with friendly people –To feel included-

Personal recognition – To be liked – To express feelings

Best Roles

• Direct client services – Public relations – Support activities – Leading

support groups – Planning/giving recognition to others



Power/InfluencersStrengths

• Strategic thinkers – Teachers, trainers, speakers,- Fundraising from

individuals – Door openers – Working through hierarchy

Struggles and Weaknesses

• Dominating – Argumentative, outspoken – Intimidating (especially to

affiliaters)

Needs

• Position of leadership – Public recognition – Prestige and job status

Best Roles

• Board or committee chair – Media representative – Fundraising –

Speaker, trainer – Policy making – Political action – Advocacy



Determining Motivation

To help determine motivation when interviewing/screening it is helpful

to examine the response to non-directive questions such as:

• What jobs have you enjoyed most? Least?

• Describe a perfect supervisor.

• Describe what the perfect volunteer job would be for you. Why?

• What have you enjoyed most about past volunteering you’ve done?


Focus Retention Efforts on Critical Points

• The first 6 months of a volunteer’s experience are critical toward

their retention based on studies of volunteer retention

• Get volunteers involved in doing work as soon as possible to avoid

underutilization and feeling connected to the organization

• Anniversary dates, end of a long term project, annual evaluation,

etc. are times when volunteers may be reassessing their service

Source: Volunteer Management, Mobilizing all the Resources of the Community by Steve McCurley

and Rick Lynch


What Volunteers Want/Expect – Especially Boomers

• A manager who values them and their work

• Systems that work and tools and equipment to do the job

• Opportunities for professional development

• To be recognized and rewarded for doing a good job

• Don’t want to work with low performers

• Meaningful work to do commensurate with their talents or interests

• Proper training and ongoing support as needed to succeed

• Others…


CAPTURING THE BABY BOOMER VOLUNTEERS

B is for understanding the aspirations and characteristics of the Boomers

O is for organized, professional and well managed organizations

O is for openness and supportive organizational environment where

volunteers are truly valued

M is for meaningful, interesting, creative and challenging opportunities

N is for meeting the personal needs and motivation for volunteering

E is for education rather than simply “traditional” training

T is for time, as Boomers feel they do not have enough time to volunteer and

increasingly unlikely to commit for the long term

Source: “BOOMNET” Capturing the Baby Boomer Volunteers, 2001 Research Project by Judy Esmond, Ph.D.


Volunteer Retention – Linked to Volunteer Needs/Motivation


“I have never received the kind of satisfaction from paid work that I get from volunteering.” Fran (United Way RSVP volunteer)


A volunteer program is a two-way street!

Organization

NeedsVolunteer Needs

Volunteer Retention – What’s Worked for You?


Volunteer RecognitionBasic Principles

• Incorporate tangible and intangible ways, formal and informal

• Individualized, meaningful to the recipient and always genuine

• Formal awards are sincere with established criteria

• Not just once a year - Give it frequently and honestly

• Connect volunteer motivational needs with appropriate recognition

• Give it for what you want more of

• Give it appropriately for the achievement


Volunteer Recognition Methods

• Formal recognition events – honoring hours or years of service,

awards, gift of appreciation for service, etc.

• Regular ongoing– birthday card or personalized phone call, small

birthday gift, anniversary date observation, etc.

• Informal ongoing – thanking and expressing appreciation for service

and excellent work whenever the opportunity presents itself

• Photo or article in newspaper, newsletter, website of the volunteers

at work

• Opportunities for additional training, greater involvement in your

organization and advancement when appropriate


Recognition Ideas that work well for you………..


Health Benefits (potentially attributable) To

Volunteering for Older Adults

• Improved Self-Reported Health

• Increased Physical Functioning

• Better Cognitive Functioning

• Reduced Depressive Systems

• Longer Lives

Are older adult volunteers healthier, more active to begin with, or does

volunteering help make them volunteers healthier and more active? BOTH ?

Source: Population Reference Bureau, Today’s Research on Aging, August 2011


Health Benefits of Volunteering for Older Americans

• Older Americans who volunteer frequently live longer and report less

disability.

• Volunteering may be particularly helpful for older Americans undergoing a

life stress or for those at risk for being isolated.

• There is evidence that the health benefits of volunteering are strongest

among rural retirees, and those who do not drive or are limited drivers.

• Research demonstrates that volunteering is associated with active lifestyles

and health benefits, particularly for older Americans.

• Volunteers experience better health in later years, enjoying greater levels of

well being, lower rates of depression and increased strength and energy.

Source: Corporation for National & Community Service


Summary

• Organization “Attitude” or mindset on Volunteers matters most

• Think of Volunteers as Major Donors - Treat them like Unpaid Staff

• Recruiting is about getting the 5 Rights - right (Right person, Right

Job, Right Skills, Right Time creating the Right Fit)

• Retention of volunteers starts with the interview and screening

• Focusing on Retention reduces the emphasis on recruitment and is

more cost effective

• Strong volunteer management practices correlate with overall

organization effectiveness


Want to Learn More?

• WVCA – Wisconsin Volunteer Coordinators Association Conference

• May 1-2, 2014 held at Stoney Creek Inn in Rothschild

• Registration is $125. with scholarships available

• Learn more about all aspects of volunteer management in greater

depth with many topic specific presentations

• Network and learn from other volunteer management professionals

• For more info – contact Tony Omernik at 715-848-2927 or at

[email protected]


mailto:[email protected]

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