Responses
to June / July 2009 Hot Topic
Don't
forget the people in the process
Response
posted on June 9th, 2009 by Wendy Moore, Volunteer
Coordinator, Brisbane, Australia
One
of the reasons that our volunteer program is so successful
is that we place people first . Whichever way that
prospective volunteers find out about our program,
either online or by word of mouth, they are happy
to make contact with us by phone or email. We respond
promptly and send more detailed information about
our program along with an application via email or
mail if they prefer. Included in the information is
a covering letter inviting the prospective applicant
to contact our office to set an appointment to come
in and speak to us in person.
It
is our duty as responsible volunteer managers to protect
the existing volunteer team by ensuring that prospective
volunteers are adequately screened and background
checked. The process does not have to be impersonal.
The interview itself may take the form of a friendly
discussion providing information about the service
and gaining some insight into the motivation of the
prospective volunteer. Most people appreciate the
professionalism of our recruitment process.
While
our office is a little tucked away, once people come
into the office they are pleasantly surprised by the
myriad of photos of happy smiling volunteers which
are displayed all over the walls. The office has a
warm and friendly atmosphere which emanates from both
paid staff and volunteers alike.
There
has been an influx recently in episodic volunteering
evidenced by an increase in the number of high school
and university students wishing to volunteer during
school holidays. We are keen to encourage these volunteers
as they are young and enthusiastic and add another
dimension to the service.
We
are constantly exploring ways of developing new innovative
programs to encourage our volunteers. With such a
diverse range of age, experience and backgrounds,
it is challenging yet essential to ensure that our
volunteers have a variety of tasks which suits their
individual volunteering aspirations.
Volunteers
are our work and when a volunteer comes into the office
our attention is on them. They are welcomed with a
friendly greeting and we always stop whatever paperwork
we are doing to ensure that they have our full undivided
attention. Our volunteers are always personally thanked
for their help at the end of their shift.
While
we recognize our volunteers at special luncheons during
National VolunteerWeek and also at Christmas time,
our volunteers are recognized for their efforts every
time they come in to volunteer. We always remember
that our volunteers are donating a very precious commodity,
their time. Our gratitude for their generosity is
extended to them through a kind word, a genuine, heartfelt
thank you and an appreciation for the valuable gift
that they have given, themselves .
Response
posted on June 4th, 2009 by DJ Cronin, Volunteer Manager,
Brisbane, Australia
I think the key to success in
this area as well as an indicator on how you are travelling
is some good evaluation processes. Do you evaluate
your program on a regular basis? Also, perhaps consider
having a representative committee made up of volunteers
with the brief to
continuously provide feedback on how the program is
going and how the management of same is going.
Getting lost in the paperwork and the process and
becoming “out of touch” with the volunteers can
and does happen. Therefore building a good relationship
with new recruits from day one is vital. I have often
used the analogy that sometimes volunteer managers
need sales skills to recruit and retain volunteers.
After all if a volunteer is not impressed by your
organisation they can always volunteers at a similar
agency down the road. So how do you woo them and then
keep them? And I agree with you Andy – they will
quickly see past the annual volunteer recognition
event if this is seen to be just a token gesture and
the act of recognition is not applied throughout the
year.
Too often I believe we think of recognition in terms
of lunches, events during Volunteers Week, International
Volunteers Day, service pins,
certificates and the like. And we may believe that
this is enough. But for me, other recognition tools
include giving volunteers a voice in
your program, ensuring that they are meaningfully
engaged, encouraging regular feedback and debriefing.
Add to that, celebrating their
achievements apart from just celebrating that they
are volunteers and promoting their success in the
wider community as well as to the
management team at your agency.
We also need to tie recognition of volunteers to gaining
more resources for our volunteer programs. If your
service could be better funded and resourced then
can you begin to use the argument that not doing so
may imply that volunteer effort is not being adequately
recognised by your agency? This can have a powerful
effect on thinking patterns! And imagine if you had
a strong volunteers committee that felt the same way
and began articulating this viewpoint to senior management?
In my experience, volunteers don't actively seek special
attention. They don't see themselves as a precious
resource. But they do want their contribution taken
seriously and they appreciate providing feedback and
suggestion as well as being in a safe place to be
able to articulate this.
This takes relationship building and trust is the
key for this to be enabled. I believe that this trust
needs to be instilled at the very
first interview. The first interview is critical.
First impressions do last. Your environment does matter.
We interview prospective volunteers
in an office where the walls are decorated with photos
of volunteers in action. There are posters on our
achievements. There is calming
background music playing. There is a sense of a warm
invite. We must remember that it is a two way street
in this selling business. At the
first interview this prospective volunteer is selling
themselves to you while at the same time you are trying
to sell why they should be
volunteering with you. We normally give an hour to
the first interview.
We
find it that important. They are giving their time.
Then we will take the time. We also inform them at
the interview that the success of our
programs is due to the contribution and feedback of
the volunteers themselves.
It's an important chain. Volunteer managers need to
keep in touch with volunteers and volunteer thinking
just as peak bodies and volunteer
centres need to stay in touch with volunteer managers
just as trainers and consultants and experts need
to keep in touch with peak bodies and volunteer centres
,volunteers and volunteer managers combined!
Keeping it real! Not losing touch! So important!
Let's
hear what you think!
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