recruiting & retention 21 april 2012 jim crone, major cap recruiting and retention officer,...

Recruiting & Retention

21 April 2012

Jim Crone, Major CAP Recruiting and Retention Officer, Georgia Wing HQ

[email protected]

2012 Georgia Wing Conference

mailto:[email protected]

Discussion Guide• Value of Recruiting & Retention in CAP

• Georgia Wing Membership Trends

• Highlights from GAWG 2011 Member Survey

• CAP Recruiting Tools Review


What is the most important resource in

Civil Air Patrol?


How Do New Members Help CAP?• Bring new skills to the organization

• New ideas and thinking

• Reduces active member burnout

• Increases Unit’s operational capacity



CAP Realizes Recruiting Is Important

2012 Georgia Wing Conference 24 March 2012

Senior Membership Trends


Cadet Membership Trends

Recruiting Is Not Our Challenge


2009 2010 20110

100

200

300

400

500

600

700

215

406

603

Georgia Wing New Members 2009 - 2011Source = CAP eServices Member Reports

GAWG Senior Recruiting 2010-2011


Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec0

5

10

15

20

25

2010 New Seniors2011 New Seniors

GAWG Cadet Recruiting 2010-2011


Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec0

10

20

30

40

50

60

70

2010 New Cadets2011 New Cadets

Recruiting Is Not Our Challenge


2009 2010 20110

100

200

300

400

500

600

700

215

406

603

In 2012, 145 New CAP Members165 Members Did Not Renew

Georgia Wing’s #1 R&R Issue


Retention

2011 Georgia Wing Cadet and Adult Member Survey

Results Report


Prepared ByJim Crone, Major CAP

Recruiting and Retention Officer Georgia Wing Headquarters SER-GA-001

Surveys Background• GAWG’s Recruiting & Retention Team surveyed

all active members annually since 2009 • 2011 member surveys opened 13 November

and closed 27 November 2011– Email invitations sent to all members in eServices

• Reminder email sent 19 November – Constant Contact survey and email tools used

• Minimized multiple responses • “White mail” features minimized SPAM filter impact• Results tabulated using consistent method


2011 GAWG Cadet Member Response Similar to 2010


Date of Invite Email 11/13/2011 11/27/2010 5/5/2009

Emails Sent 993 100% 934 804Invalid eServices eMail 49 5% 75 66Delivered Email 944 95% 859 738

Opened 337 36% 689 252Click-thru 161 17% 293 104

Survey Response 186 20% 186 83Response Rate vs. Total Sent 20%

Open Ended Comments 119 13% 125 53

GAWG Senior Members Remain Very Responsive in 2011


GAWG Member Survey Adult 2011 % Adult 2010 Adult 2009

Date of Email 11/13/2011 11/27/2010 12/9/2009

Emails Sent 1119 100% 1082 1028Invalid eServices eMail 64 6% 87 84Delivered Email 1055 94% 995 944

Opened 518 49% 883 556Click-thru 259 25% 444 350

Survey Response 391 37% 391 337Response Rate vs. Total Sent 37%

Open Ended Comments 141 13% 158 171

GAWG Cadet Member SatisfactionImproved Slightly


GAWG Member Survey Cadets 2011 % Cadets 2010 % Cadets 2009

Satisfaction with CAP Service Extremely Satisfied 79.00 42% 80 43% 37Generally Satisfied 76.00 41% 66 35% 37

83% 78%Recommend CAP MembershipRecommend Enthusiastically 121.00 65% 118 63% 64Recommend Membership 50.00 27% 55 30% 14

92% 93%

GAWG Adult Member SatisfactionDeclined Slightly


GAWG Member Survey Adults 2011 % Adults 2010 % Adults 2009

Satisfaction with CAP Service Extremely Satisfied 90 25% 110 28% 76Generally Satisfied 162 46% 170 43% 143

71% 72%Recommend CAP MembershipRecommend Enthusiastically 181 51% 221 57% 155Recommend Membership 128 36% 126 32% 124

87% 89%

Cadets and Adults Join CAP For Very Different Reasons

• Top 2011 reasons Cadets join CAP:– 25% (vs. 28% in 2010) learn to fly and/or

aerospace education– 49% (vs. 46%) interest in military service and/or

training • Top reasons adults join CAP:

– 22% (vs. 21%) to support CAP’s Cadet Program– 24% (vs. 23%) community and national service– 30% (vs. 32%) support CAP’s ES Mission


Important Discussion Note• The lower the score, the higher the rating

– Like golf, the low score wins the day• Member Survey Rating System

1 = Outstanding2 = Above Average3 = Average4 = Below Average5 = Unsatisfactory


Cadet Survey Highlights


Cadets Seek Help• In 2011, 69% of all Cadets respondents less

than 1 year service in CAP• Ratings of note:

– “Helping you understand what is required to be promoted to the next level” Rating Score 2.1

– “Offering Cadets a clear path to obtaining an orientation flight” 2.2

– Providing a helpful GAWG website for Cadets 2.4


Cadets Want CAP Opportunities• “Offering Cadets opportunities to learn to fly”

Rating Score 2.2

• “Offering opportunities to participate in Color Guard and/or Honor Guard program” 2.3– 20% Average– 11% Below Average– 6% Unsatisfactory


Cadets Still Want To Contribute Via ES

• “Offering Cadets opportunities to participate in Emergency Services Missions” 2.5 – 23% Average rating in 2011 vs. 18% in 2010 – 15% Below Average rating vs. 13%– 10% Unsatisfactory rating vs. 7%


Senior Member Survey Highlights


2011 Senior Member Survey Highlights• Senior Members with no prior military service

increased to 51% from 49.5% in 2011– 41% Veterans– 8% currently serving

• 16% of adults report themselves as top 10% contributors in CAP

• Highest rated GAWG CAP attribute:– Having high quality members, rating 1.9


2011 Senior Members Opportunity Areas

• Offering Emergency Services training, rating 2.3• Offering effective ES training, 2.4• Offering a GAWG websites of value, 2.4

– Improved from 2.6 rating in 2010• Offering clear path to advancement, 2.5• Offering Unit website of value to members, 2.6• Opportunities to participate in ES missions, 2.6

– Third year straight this item received lowest rating


R & R Officer Support Resources

Jim Crone, Major CAP Recruiting and Retention Officer, Georgia Wing HQ


CAP R&R Training Resources


• CAPR 39-2 CAP Membership– http://members.gocivilairpatrol.com/media/cms/R039_002_A74FDA9552C2D.pdf

• CAPP 226 R&R Officer Specialty Track Guide– http://members.gocivilairpatrol.com/media/cms/P226.pdf

• CAP Recruiter’s Online Toolkit– http://www.capmembers.com/cap_national_hq/member_services/recruiting/

• Five Stages of CAP Recruiting & Retention– http://www.capmembers.com/cap_national_hq/member_services/recruiting/five_stages/index.cfm

http://members.gocivilairpatrol.com/media/cms/R039_002_A74FDA9552C2D.pdf

http://members.gocivilairpatrol.com/media/cms/P226.pdf

http://www.capmembers.com/cap_national_hq/member_services/recruiting/

http://www.capmembers.com/cap_national_hq/member_services/recruiting/five_stages/index.cfm

CAP Recruiting Support Resources


• National Recruiting Website– www.gocivilairpatrol.com

• Find A CAP Unit Near You Tool– http://cap.findlocation.com/

• Request Information on CAP– https://www.capnhq.gov/CAP.CapProspects.Web/CAPProspects.aspx

• NHQ Provided Recruiting Materials– Brochures/Flyers/Posters/Presentations/Open House – http://www.capmembers.com/cap_national_hq/recruiting_and_retention/recruiting_material.cfm

• DDR Cadet Ken & GAWG Booth – http://www.capmembers.com/cadet_programs/drug_demand_reduction/cadet-ken/– For GAWG display booth contact [email protected]

http://www.gocivilairpatrol.com/

http://cap.findlocation.com/

https://www.capnhq.gov/CAP.CapProspects.Web/CAPProspects.aspx

http://www.capmembers.com/cap_national_hq/recruiting_and_retention/recruiting_material.cfm

http://www.capmembers.com/cadet_programs/drug_demand_reduction/cadet-ken/

http://www.capmembers.com/cadet_programs/drug_demand_reduction/cadet-ken/

mailto:[email protected]

CAP Retention Support Resources


• Cadet Program Information– Cadet Program Strategic Overview

• http://www.capmembers.com/media/cms/Todays_Cadets_2009_Layout_1_3A50C4A38A06F.pdf

– Parent’s Guide to CAP (Spanish version available)• http://www.capmembers.com/media/cms/Parent_Guide_2009_Reduced_284244717E11B.pdf

• CAP Great Start Program – Adult CAP Great Start Guide

• http://members.gocivilairpatrol.com/media/cms/Great_Start_Guide__lores__cropped_E4FAFED36450E.pdf

– Cadet Great Start Program• http://members.gocivilairpatrol.com/cadet_programs/library/cadet_great_start.cfm

• CAP Knowledgebase– www.capnhq.custhelp.com/

http://www.capmembers.com/media/cms/Todays_Cadets_2009_Layout_1_3A50C4A38A06F.pdf

http://www.capmembers.com/media/cms/Parent_Guide_2009_Reduced_284244717E11B.pdf

http://members.gocivilairpatrol.com/media/cms/Great_Start_Guide__lores__cropped_E4FAFED36450E.pdf

http://members.gocivilairpatrol.com/cadet_programs/library/cadet_great_start.cfm

http://www.capnhq.custhelp.com/

Recruiting Insights


• Recruiting Posters and Free Ads Work– At FBOs, flight schools, middle schools… – On sites including Craig’s List (volunteers)

• Keep Unit Website/Facebook Up to Date• Check contact info in CAP Find a Unit Directory

– Return emails and phone calls from prospects• Encourage Cadets to Wear Uniform to School

Monthly– BDUs Attract Cadets - it shows activity

Recruiting Insights


• Attending a CAP Meeting Can Be Intimidating– Recognize and spend time with these brave souls– Follow-up, thank them and invite them back

• Manage Expectations, Focus on Volunteer Service– CAP is not for “cheap flight hours” nor combatants

• Actively Advise Your Unit Commander– Ensure meetings are planned and well executed

• Remember Cadet & Senior motivators differ

– Recognition is a volunteer’s pay - be proactive • Many recognition options in CAPR 39-3 & CAPR 35-6

GAWG Member Insights


• Support Volunteers Who Must “Step-Back” as Well as “Step-Up”– CAP Member “burnout” a major issue

• #1 Sign A Member Will Not Renew is an Invalid eMail in eServices

Thank You For Your Volunteer Service in CAP!


R&R Officers Need Member Reports Restricted Application Access


Monitor Unit Prospective Member List


Prospective Member ReportProvides contact information forAll Individual Expressing Interest in CAP Membership with a specified Radius to Your Unit

• Information Sent to Unit CC:• Agree on a follow-up Plan• Reach-out and introduce Unit

A Wide Range of Unit Information


Membership ReportProvides ability to obtain list of Unit members whose membership has expired in the last 90 days

Contact Recently Expired Members


Select “View Inactive Members Within Past 90 Days• Report show recently expired

with contact information• Recommend email contact

(min)

Order Recruiting Materials Online


Step 2 Ordering Recruiting Materials


Sample Recruiting Order


recruiting & retention 21 april 2012 jim crone, major cap recruiting and retention officer,...

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