Methods to Train Master Gardeners to Manage Telephone Resource Lines

Abstract . . . . . Master Gardener candidates are expected to have the ability to address consumer horticulture questions after completing their training program. New Master Gardeners were often uncomfortable with this responsibility, especially operating the community Resource Line. To address this problem, different teaching methods were created and evaluated during the Master Gardener training. These methods included teaching a whole modular unit on managing the Resource Line, hands-on training with an experienced Master Gardener, physical availability of the Extension Educator for assistance while operating the Resource Line, and real experience questions from the Resource Line after completing each Master Gardener subject unit. A class of Master Gardener Interns participated in these different methods. Each intern completed an evaluation after becoming a Master Gardener to measure which training method gave them the most confidence to answer questions while managing the Resource Line. Even though each method had value, pairing with an experienced Master Gardener and having the Extension Educator available were the most useful in giving interns confidence. The evaluations also showed that 100% of the new Master Gardeners plan to volunteer for the Resource Line the following year.

Objective . . . . . . . To determine the most effective educational method(s) to prepare new Master Gardener volunteers to comfortably and confidently manage calls for the horticulture telephone Resource Line.

Introduction . . . Responding to consumer horticulture questions is one of the main functions of the Seneca County Master Gardener program. The program successfully recruited and trained new Master Gardeners, but these new members were often reluctant to volunteer for the telephone Resource Line. The traditional education training program provided adequate technical information to answer horticulture questions but not the tools to confidently manage and respond to telephone calls and requests from the public.

Edwin M. Lentz, Agriculture and Natural Resources Educator, OSU Extension-Hancock County, 7868 CR 140, Findlay OH 45840

Educational Methods . . . . . During the regular program to train new Master Gardeners, the following methods were implemented: Real world questions – after each education unit, examples were provided of actual community

requests that focused on that session’s topic Resource Line unit -- a unit was developed as part of the educational program that taught

how to manage the telephone Resource Line, i.e., listening, responding, providing research-based information, documenting requests, and follow-up

Presence of an experienced Master Gardener - a Master Gardener assisted the first few times that an Intern managed the Resource Line

Availability of Master Gardener Coordinator – Coordinator was on-call at any time to assist with the Resource Line

Outcome of Program . . . . . All methods prepared new Master Gardeners to comfortably and confidently manage the Resource Line Survey results showed that the presence of an experienced Master Gardener during the first times

managing the Resource Line was the most effective training method followed closely by the availability of the Coordinator

Real world questions and the training unit devoted to the Resource Line were important, but not as effective . . . . . most likely because they occurred prior to the seasonal operation of the Resource Line to the public

100% of the new Master Gardener class said they would most likely volunteer to manage the telephone Resource Line in the future

7.0

7.4 8.3

8.0

Survey Response to Educational Methods

Real World Questions

Resource Line Unit

Presence of Master Gardener

Coordinator Availability

Average score from 1-10

1 – 2 Strongly disagree

3 – 4 Disagree

5-6 Neutral

7-8 Agree

9-10 Strongly agree

2011 Training Implementation Timeline

JAN • 16 participants enrolled in new Master Gardener Class

FEB-MAR • All-day session that covered one - two subject modules, one day per week • Brief review of previous module given at the beginning of each new module, Real World

Questions from the Resource Line were incorporated at this time • Last educational module included a unit on managing the Resource Line • All 16 participants completed required 50 hours of horticulture education

APR-SEP • Resource Line operational to respond to horticultural requests from the community • Interns selected times to manage the Resource Line during these months • Master Gardeners assisted the first few times Interns operated the Resource Line • Coordinator periodically visited Resource Line Room to encourage Interns and to see if there

were any concerns or tough questions • Coordinator regularly reminded interns that he was available via phone, e-mail, or office visits

to assist with questions received on the Resource Line

OCT • Resource Line closed for the season • Coordinator met with interns to get feedback about their Resource Line experience • Survey given to evaluate Resource Line training methods implemented the past six months

DEC • 15 of the original 16 participants become Master Gardeners (completed 50 service hours)