not difficult volunteers… difficult...
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Not Difficult Volunteers… Difficult Situations How to manage your volunteer staff with fairness, kindness, humor and professionalism.
What? Me, have difficult
volunteers? I am feeding the hungry
I am helping the poor
I am assisting those in need
I am providing shelter
I am organizing events to benefit others
I am…
I am…
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What is the ‘typical’ volunteer?
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What is the ‘typical’ volunteer working for your organization?
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Volunteers come in all shapes and sizes, ages, life
experiences, needs, passions…
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How do I deal with them all?!
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You must keep your organization and your organization’s mission #1 at all times. If you do, the rest will follow…
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The Organization is # 1
But WHY? Shouldn’t my volunteers be # 1?
No! The most important reason is your organization may be held liable if a mistake your volunteer makes causes harm.
What other reasons is it paramount to keeping the Organization and its Mission as the key to everything you do and every decision you make?
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It is your job to make sure. . .
All volunteers know your mission statement
Every job involving your volunteer is clearly defined
Your volunteers are well-trained
Volunteer performance problems are dealt with promptly and professionally
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The Nitty Gritty
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Personality Performance Job Performance
Assumptions we are going to make at this point about your programs. . . You have maintained a good relationship with
each volunteer. They trust you.
You have given your praise out often and honest. Practice the 3 to 1 rule.
During your orientation/interview you have discussed how any issues will be handled.
Job descriptions are current and understood by both the volunteer and the employees with whom they work.
You practice humility.
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Job Performance Problems
Quality of Work
Quantity of Work
Timeliness
Rate of Improvement
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Quality of Work
Examples:
Not meeting stated expectations
Poor customer service
Giving out incorrect information
Answering phone incorrectly
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Quantity of Work
Examples:
Not meeting stated expectations
Not delivering enough meals in a given shift
Not replanting enough seedlings
Not tutoring enough children
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Timeliness
Examples:
Not meeting stated expectations
Coming in late for a scheduled shift
Leaving early from a scheduled shift
Not adhering to necessary deadlines
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Rate of Improvement
Examples:
Not meeting stated expectations
Following training, volunteer doesn’t improve
After being corrected, volunteer doesn’t improve
After doing something well, volunteer starts to slip up
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One Common Denominator
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Stated Expectations
Stated Expectations Are Found In. . .
Employee Handbooks
Safety Manuals
Volunteer Handbooks
Training Materials
Etc., etc., etc.
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How can I be sure it is a job performance problem and how to best deal with it? Must read – Supervising Volunteers ~ By:
Jarene Frances Lee w/ Julia M. Catagnus
Analyzing Performance Problems: What Is Influencing Unsatisfactory Performance? Use the Navigating Grid
Source: Coaching for Improved Work Performance by: Ferdinand Fournies, McGraw-Hill, 1988.
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Dealing With a Problem
Kick out any emotion and embrace professionalism
Deal with a problem PROMPTLY!
A problem is simply a gap between what is expected to be done and what is actually being done.
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Going through the steps. . .
1. Investigate the issue.
2. Meet with Volunteer
3. The goal is concern, not punishment
4. State the problem clearly and simply
5. Be silent – Be quick to listen and slow to speak
6. State with the Volunteer how the issue will be fixed.
7. Re-State to the Volunteer your expectations and make a time to follow up
8. Put simply – DOCUMENT!
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Personality Performance Issues
1. The complainer
2. The ‘I don’t like changes’ person
3. The ‘I can do it better’ person
4. Aging in place
5. Insert your own issue here __________
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Solving Personality Performance Issues
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Why these issues can’t be ignored!
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Can I actually fire a volunteer?
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What can I fire a volunteer for?
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Are there any alternatives? ALWAYS!
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Are there any alternatives? Sometimes. . .NO!
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Require your homework before you fire.
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Preparation
Expectation
Evaluation
Professionalism
Practice Makes Perfect!
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Questions & Sharing
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Sources
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Supervising Volunteers ~ By: Jarene Frances Lee w/ Julia M. Catagnus
SCAVA – South Carolina Association for Volunteer Administration
Energize, Inc.
Blue Avocado