Satisfaction Study

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Inquiry into commitment, contentment, &

overall satisfaction

Red Cross – East Georgia Chapter

Brandon Addington

10.22.13

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Executive Summary

Introduction:

Working under increasing constraints creates difficulty in the workplace. In order to effectively promote

healthy change at the Red Cross, we must fully understand our stance with the volunteers. The following

study is structured for insight from the backbone of the Red Cross, the volunteers. By better understanding

the thoughts, hopes, and needs of the American Red Cross volunteers, we will be able to work towards

more efficient management and volunteer involvement.

Objective:

To identify reasons for volunteer satisfaction and dissatisfaction with the Red Cross as an organization

and the East Georgia Chapter (EGA) Emergency Services Department. The aim is to improve overall

satisfaction within the volunteer base resulting in increased engagement, commitment, contentment,

collaboration, and retention.

Gain individualistic insight from the East Georgia Red Cross volunteer base

Understand the “why” behind volunteerism

Identify volunteer contentment and satisfaction

Gage volunteer retention and circumstances that affect volunteer rate

Unearth inherent leaders with a passion for the Red Cross mission

Promote sustainability, longevity, and success

Methods:

The survey was constructed in August of 2013 and was administered from September 28th, 2013 until

October 11th, 2013. An invitation to participate was sent out through email to all fully trained (FT) and

trainee status (N) volunteers. The survey was conducted by means of phone interviews. All participants

were assured full confidentiality. The sample was comprised of 60 active (FT or N) East Georgia Chapter

Red Cross volunteers. The 60 volunteers were split among five Red Cross personnel, each responsible

for conducting twelve telephone interviews.

Location:

Chapter - East Georgia Chapter

Address - 490 Pulaski St.

City, State - Athens, GA 30601

ECODE - 11189

Territory:

County Coverage - Banks, Barrow, Clarke, Elbert, Franklin,

Greene, Hart, Jackson, Morgan, Madison, Oconee, Oglethorpe,

Stephens, and Walton

Leadership:

Interim Executive Director - Regina Sockman

Interim Emergency Services Program Manager - Bené Hunter http://www.redcross.org/ga/athens

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Findings

Response Rate:

Surveys Distributed: 60

Survey Response: 37

Response Rate: 62%

- General Rule: Response Rate > 50% is sound

- High rates mean that the volunteers are heavily invested in the organization,

want to see the chapter thrive, and feel responsible for the Red Cross’ success

Question Index:

1. What is your earliest memory of the American Red Cross? How did this shape your beliefs about the

organization?

2. How did you first get involved with the organization? How long have you now been a volunteer?

3. What is the fondest/most fulfilling memory you have as a volunteer? What is the worst experience

that you have encountered during your tenure?

4. Have your thoughts about the American Red Cross changed during your time with the organization?

5. What attracts you to working as a Red Cross volunteer?

6. Where do you see the East Georgia Red Cross Chapter in three years?

7. What do you hope to get as a return for your time invested with the Red Cross?

8. Our organization has encountered many changes over the past few years. Of these shifts, which have

most directly impacted you? How did the changes make you feel? What suggestions do you have

regarding the RC’s transition into the future?

9. Do you feel rewarded by the volunteer work that you currently do? Do you feel that your skills are

put to the most effective use? If not, how can your skills be more appropriately utilized?

10. What are your ultimate goals as a volunteer? What is most important to you as a member of the

American Red Cross?

11. Do you feel that your efforts are valued?

12. Does your work with the Red Cross provide fulfillment and a sense of accomplishment?

13. What characteristics make for a reliable and effective volunteer? What makes for a good leader?

14. Based on your background, education, and work experience, what special skills/traits do you possess

that could advance the American Red Cross mission?

15. What questions, comments, suggestions, or concerns do you have for correcting mistakes of the past

and pressing positively towards the future?

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Analysis:

1. What is your earliest memory of the American Red Cross? How did this shape your beliefs

about the organization?

This question is meant to provoke the brain, provide nostalgia, and segue into the interview. The most

pronounced findings were that 24% of the participants first experienced the Red Cross though media and

public outreach. A surprising 19% of participants became involved after personally experiencing Red

Cross aid in some way. Public outreach is paramount to the success and sustainability of the Red Cross.

Recent clients could potentially make great recruits if handled with tact.

2. How did you first get involved with the organization? How long have you now been a

volunteer? This question is meant to provide an understanding of where the Red Cross volunteers come from, what

they are doing, and hopefully, where they hope to

go. 27% percent of the volunteer base became

involved because of someone close to them,

showing that simply asking others to volunteer can

go a long way. Five percent of the sample

population became involved after experiencing Red

Cross aid first hand. When people take a look at

where they have been and how far they have come,

it is a refreshing reminder of what is important to them. By averaging the tenure of all of the volunteers,

0% 20% 40% 60%

Giving Blood

Personal Experience

Media/Public Outreach

Other

11%

19%

24%

46%

After A Disaster 6 16%

Spouse/Family/Friend 10 27%

Wanted To Volunteer 7 19%

Outreach/Classes 5 14%

Other 9 24%

Total 37 100%

Church 1 3%

Related skillset 1 3%

Company 1 3%

Scouts 1 3%

Work Study 1 3%

After Retiring 2 5%

Impacted By RC Aid 2 5%

Total 9 24%

Other

Giving Blood 4 11%

Personal Experience 7 19%

Media/Public Outreach 9 24%

Other 17 46%

Total 37 100%

After A Disaster 6 16%

Spouse/Family/Friend 10 27%

Wanted To Volunteer 7 19%

Outreach/Classes 5 14%

Other 9 24%

Total 37 100%

0% 10% 20% 30%

After A Disaster

Spouse/Family/Friend

Wanted To Volunteer

Outreach/Classes

Other

16%

27%

19%

14%

24%

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we see that the typical Red Cross volunteer has been serving the organization for approximately 7.4 years,

further showing the dedication of our volunteer base.

3. What is the fondest/most fulfilling memory you have as a volunteer? What is the worst

experience that you have encountered during your tenure?

This question expands on the previous, allowing a more in-depth understanding of what is important to

the Red Cross volunteers, as well as insight about their dislikes and weaknesses. The data shows that

volunteers really enjoy disaster relief experiences.

Over 49% reported that their most fond memory was

aiding at a disaster. One respondent said, “helping

people cope warms my heart.” Other volunteers enjoy the meetings, drills, and when everyone is engaged.

On the other hand, 22% volunteers say that their worst experience involves a burn case in some way.

Another positive is that 24% of respondents claim that they do not have a worst experience, but the 14%

of respondents who lack fulfillment because of everyone’s lack of engagement is distressing. Overall, it

seems that the good outweighs the bad. As one upstanding volunteer put it, “there are too many fond

memories to choose from.”

0% 10% 20% 30% 40% 50%

None

Disaster Relief Experiences

Helping People In General

Receiving Client Gratitude

Other

8%

49%

16%

11%

16%

Fondest0% 5% 10% 15% 20% 25% 30%

None

Burn Cases

Disaster Relief Experiences

Lack of Engagement

Other

24%

22%

14%

14%

27%

Worst

None 3 8%

Disaster Relief Experiences 18 49%

Helping People In General 6 16%

Receiving Client Gratitude 4 11%

Other 6 16%

Total 37 100%

None 9 24%

Burn Cases 8 22%

Disaster Relief Experiences 5 14%

Lack of Engagement 5 14%

Other 10 27%

Total 37 100%

My First Call 1 3%

Office Work/Coordinating 1 3%

Teaching 1 3%

Too Many To Count 1 3%

Meetings/Drills/Engaged Volunteerism 2 5%

Total 6 16%

Other

Clients Greed 2 5%

Cannot Get Promoted 1 3%

Lack of Connection To Volunteers 1 3%

Bad CPR Teacher 1 3%

Lacking Time 1 3%

Meetings 1 5%

Steering Committee 1 5%

Cannot Cross-Train 1 5%

Total 9 32%

Other

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4. Have your thoughts about the American Red Cross changed during your time with the

organization?

This question is aimed at providing insight on the overall climate at the Red Cross’ East Georgia chapter.

It can say much about the volunteer base as a whole. Parameters such as contentment, flexibility, and

each volunteer’s tolerance of ambiguity are important to understand. The results from this question are

somewhat alarming. Of the 37 participants surveyed, 59% of them have noticed organizational change.

Of these 22 volunteers, 36 % (8) of them have noticed positive transformations, but also, 36% (8) of them

have perceived the changes of the near past in a

negative light. The other 27 % (6) of the

participants have observed both positive and

negative shifts at the Red Cross. Looking at the

pros/cons chart, it seems that the unhappy

volunteers have issues with national procedure and

mandates, while others have noticed positive

transformations like growth, resiliency, and

learning. One states, “with current national

leadership, we are losing momentum and touch

with the mission.” This is a question with

interesting tendencies. It seemed to cause a spark

in the participants.

5. What attracts you to working as a Red Cross volunteer? By better understanding the reasons behind Red Cross volunteerism, many possibilities open up.

Uncovering what led the participants to volunteering here can in turn help methods for recognition and

recruitment. Knowing the “why” behind volunteerism in your base can give more strategic focus when

recruiting other like-minded individuals. Going

along with the previous trend, the volunteers seem to

be most interested in helping others, with 54%

stating that helping others attracts them to the Red

Cross. Empathy provides self-esteem and a sense of

Better

37%

Worse

36%

Mixed

27%Yes

0% 20% 40% 60%

Helping Others

Give Back

RC Mission/Values

Other

54%

11%

11%

24% Helping Others 20 54%

Give Back 4 11%

RC Mission/Values 4 11%

Other 9 24%

Total 37 100%

Attraction to RC

It Is In My Blood 1 3%

Leaders/Fellow Volunteers 2 5%

Skill-Fit 3 8%

Spare Time 2 5%

Spouse 1 3%

Total 9 24%

Other

Yes 22 59%

No 15 41%

Total 37 100%

Thoughts Changed?Better 8 36%

Worse 8 36%

Mixed 6 27%

Total 22 100%

How Are They Different?

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self-pride. The most interesting result is the 8% of the respondents who stated that they work at the Red

Cross because it affords job and skill fit. Most people are comfortable with what they know, so it is not a

surprise that they stick with what they know. So, we now know that people seek volunteer opportunities

to best match their skills. We know the different Red Cross job requirements. Recruitment can be more

calculated and effective by seeking out the people within the community with the Red Cross skill set,

rather than hoping that they come to us. Another interesting result is that, quite often, people begin their

efforts because of their spouse. We need to encourage more family interaction and inclusion to bring

people in. Overall, I saw positive trends within the results to this question. It was about unanimous that

the volunteers were interested in helping others in need. Most surprising was the social aspect of

volunteering. Six respondents (16%) mentioned that the Red Cross provides an opportunity to work on a

common goal with like-minded people. One volunteer mentions liking “helping people and the

camaraderie, but we only see each other once a month.” Another says, “I enjoy working with other

volunteers and the social aspect, especially because everyone has a common goal.” “I like the dedication

and motivation that the director tries to convey at the meetings, and working with the other volunteers.”

The social aspects of volunteering offer great potential for growth and success. When the volunteers build

bonds and feel emotionally connected to their co-workers, they are much more likely to enjoy what they

do, be accountable, committed, and engaged. Though many of the respondents did not mention the

socialization aspects of volunteering, stronger ties within the base will translate to stronger ties with the

Red Cross, and thus, will produce a more involved, content, and effective group of volunteers.

6. Where do you see the East Georgia Red Cross Chapter in three years?

This question enacted an interest in some of the

participants. Of the 37 participants, 49% (18) said

that East GA Chapter would be stronger. One

volunteer was very forward thinking regarding the

UGA club. Their hope is to see UGA bringing in

1/3 of our chapter’s funding. In three years, it will

be the 100th anniversary of our chapter. A major

concern among the participants is the Executive

Directors resignation. One respondent stressed, “I

am not sure of the future of our chapter. With Jeff

leaving everything is uncertain.” There is much

incertitude within the base because of Jeff Taylor’s

departure. Most of all, they seemed concerned

with his succession and what his parting actually

means for the chapter. They also really feel that a

new building is required and hope to see more

volunteers, and more training. Currently, the East

Georgia Chapter covers 14 counties surrounding

the Athens area. Many volunteers are concerned

about the feasibility of serving an ever-growing

coverage area without the chapter growing itself.

With the recent loss of the director, our paid staff

of two, an overcrowded and outdated facility, a

rapidly aging population, and a trend towards

chapter-wide disengagement, there is worry and 0% 20% 40% 60%

Not Sure

Stronger

Other

30%

49%

22%

Not Sure 11 30%

Stronger 18 49%

Other 8 22%

Total 37 100%

Chapter In 3 Years?

Stagnate 3 8%

Absorbed by Atlanta 1 3%

Room for Improvement 1 3%

Senior management more stable 1 3%

More coverage, but with same # volunteers2 5%

Total 8 22%

Other

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dissent in the air. This question hit at the heart of our struggle, and there seems to be a general uneasiness

among the volunteer base.

7. What do you hope to get as a return for your time invested with the Red Cross?

Knowledge about what the volunteers hope to get as a return for their time invested with the Red Cross

can be beneficial to many HR and organizational functions. Though many of Red Cross volunteers believe

that they do not want anything in return for their volunteerism that just seems against human nature. On

a yearly basis, there are about 64 million volunteers in the United States. Why is this statistic so high? Is

it to help others? Maybe it is for personal gratification. The fact is that it is hard to say why people donate

their time. Sometimes, I think that the volunteers themselves do not even know. By asking what it is that

they hope to get out of volunteering, we can begin

to understand more about the factors that led them

to the Red Cross in the first place. We need to know

the "why" so that we can remind them why it is that

they volunteer. The “why” can at least allow us to

target their intrinsic motivators. Over time, people get in a rut and often forget why it is that they do certain

things and take certain actions. Sadly, time can take a toll on one’s sense of purpose. It is important to

continually provide rewarding work and to not allow stagnation to set in. Reasons for volunteering can

even change with time. It is an important measure to follow.

I originally thought this to be a very telling question, but the results were less than stellar. Asking about

their hopeful return on investment (ROI) seemed almost offensive to many. Even more baffling, most of

them really did not seem to know an answer. Out of the 37 participants, 8 (22%) of the respondents stated

that they were not looking for any return for their donated time, almost as if it is something that they had

not ever asked themselves. Over half, 21 (57%) of them responded by stating the “satisfaction of helping

others” is their return for volunteering. The other 8 (22%) participants had an array of answers. Some

seek appreciation, some experience, and others just want to participate in a good cause. Despite the 57%

of volunteers who expressed that helping was the ultimate return, it is trivial and alarming to me that most

of them do not know the answer to this question. The general consensus regarding expected ROI is

essentially “Nothing. We do our own thing and spend our own money. Not in it for the benefits or

returns.”

0% 20% 40% 60%

None

Satisfaction

Other

22%

57%

22%

Appreciation from Chapter 1 3%

Rewarding Experience 1 3%

Chance to Participate 1 3%

Respect in Community 1 3%

Sense of Accomplishment 1 3%

Emotional Fulfillment 1 3%

Seeing Relief From Suffering 1 3%

Not Wasting Life 1 3%

Total 8 22%

Other

Not Looking For Return 8 22%

Satisfaction of Helping 21 57%

Other 8 22%

Total 37 100%

Desired ROI?

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8. Our organization has encountered many changes over the past few years. Of these shifts,

which have most directly impacted you? How did the changes make you feel? What

suggestions do you have regarding the RC’s transition into the future?

From leadership changes to budget cuts, there have been numerous organizational transformations at the

East Georgia Red Cross Chapter. Though these changes may be national directives, the volunteers sense

exclusion when it comes to policy and direction considerations. Overall, the volunteers seem very risk

adverse in nature and have a low tolerance to ambiguity. This is alarming news considering the business

that we are in and the work that the Red Cross inherently does. I began with the intent of utilizing this at

the midpoint of the interview. This proved to be a good idea because there was much chatter revolving

around this topic, and this presented them with a great forum for discussing past mistakes and future

success. Out of the sample population that was surveyed, a staggering 81% (30) of the recipients had

nothing positive to say. A discouraging 43% of the volunteers stated that the organizational transformation

Negative 16 43%

Positive 4 11%

None/NA 14 38%

Other 3 8%

Total 37 100%

Organizational Change Concensus

0%

10%

20%

30%

40%

50%

NegativePositive

None/NAOther

Positive Transformation

DS is less disorganized, making things easier

More stable leadership changes

CAC Cards are a great help, Local DAT groups are good

Changes in DA allow more help and faster responses

Negative Transformation

Increased paperwork/requirements. Bad instructional material. "Feel more like a puppet than operative."

"I do not like the pace at which changes are made."

Deployment and deployment procedure is now terrible. "You must nag someone to get deployed."

There seems to be more consolidation and regional shifts

Online classes not user-friendly. "People work for rewards and certificates, rather than getting experience."

National implements policies on without testing them first, and they fall short of expectations.

Online class sign-ups are not the best

"National often implements untried policies that don't seem to work."

The IT Department is terrible. "National does not test what they implement, so I feel that they don’t care and have thought of quitting because of it."

With the DSHR classes being online based, problems often occur and no one has solutions. Classes are often canceled because lack of people showing.

The changes required to fill out the client casework information made me feel that my skills were lacking.

There seems to be a lack of engagement. The technology is great, but does little to help our cause.

"The shelter changes are bad. I do not do shelters anymore because of them."

Having to use computer forms is a burden. "The RC is not interested in those who don't use a computer."

Lack paid staff, yet our coverage is ever-expanding.

"The RC combines and cuts back, and the volunteers are expected to pick up the slack."

The volunteers do not get the support that they used to. "The remaining paid staff is stretched too thin, causing a burden on the volunteers."

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of the past few years has been a negative experience. This goes to show that the volunteers are invested

in the development of the Red Cross, but they do not feel part of its evolution. As one puts it, “national

seems to implement policies on the volunteer base without testing them first. They often fall short of

expectations.” This sentiment is a prevalent trend among the answers. “I do not like the pace at which

changes are made.” People seem uneasy with all of the administrative requirements that go along with

their job. “With the increased paperwork and requirements I feel more like a puppet than an operative.”

Another common trend is that many feel as if there is a unanimous lack of engagement among the

volunteer base and that the chapter is overworked and underpaid. On the other hand, “the changes

revolving around damage assessment allow us to help more victims. Response times are faster, and we

have good leaders.” “CAC Cards are a great help.” There are positive changes around, but the meat of

this question lies in the uneasy climate and the volunteer’s overall lack of connection with national

directives and vision.

9. Do you feel rewarded by the volunteer work that you currently do? Do you feel that your skills

are put to the most effective use? If not, how can your skills be more appropriately utilized? As a volunteer, it is important to feel appreciated. When extrinsic motivators are not in play,

considerations must be made. From question #7, we saw that only 3% of the sample population desired

an extrinsic reward for the time that they donate

with the Red Cross. An astounding 85% of the

respondents reported that they were only

interested in obtaining intrinsic rewards for their

volunteer service. These people are obviously not in it for the money. In order to retain a stable volunteer

base, characterized by engagement, high morale, low turnover, and high satisfaction, it is imperative to

understand why they give their time to the Red Cross. If we cannot answer that question, how can we

expect provide them with a fulfilling experience.

Of the volunteers who responded, 81% (30) believed their skills to be fully utilized. This is good news.

The 19% (7) people who stated that their skills are not currently fully utilized are potential. They are

seven volunteers that we need to follow up with. It is important to the sustainability of our chapter and

the Red Cross in general to deliver a rewarding experience to every volunteer. The data shows that those

who volunteer want to efficiently use the time that they give. It is our job to facilitate this. The 19% who

said that their skills are not fully utilized are a blessing. If they are willing to admit that they have more

to give, it most likely means that they are willing to give more, assuming that they would be wary to

respond if they were not interested in a more involved form of participation. So, essentially what we have

here is capacity. The seven underutilized volunteers can elevate our system’s capacity to serve our

coverage area. It is up to us to enable this process of assessment, discovery, and involvement.

Yes 34 92%

No 0 0%

It Varies 3 8%

Total 37 100%

Yes

92%

No

0%It Varies

8%

Do you feel rewarded by the work

you do with the Red Cross?

Yes

81%

No

19%

Are your skills fully utilized?

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10. What are your ultimate goals as a volunteer? What is most important to you as a member of

the American Red Cross?

To provide a rewarding experience to our

volunteers, a personalized approach at understanding is needed. Unearthing common goals among the

volunteers will help guide many aspects of volunteer management. These goals are also crucial to

understanding what is important to them as volunteers. Insight into volunteer goals and areas of

importance can aid the Red Cross in providing their contributors with meaningful work. Of the

respondents, 35% (13) said that serving the community and others is their ultimate goal as a Red Cross

member. This is a recurrent theme that has emerged throughout this survey process, and seems to be a

major contributing factor to the success of our great organization. There were five (14%) volunteers who

stated that advancement to a certain position or role was their goal. This is valuable information, as it

gives us a direction to look for inherent leaders amongst our volunteer base.

An understanding of what is important to our volunteers will make it much easier to provide rewarding

work. Knowing what they find meaningful can help match each individual volunteer with a respective

role that will best fit them. Enhanced job-fit will go great lengths towards increasing the overall

effectiveness of our chapter. A synergy between the volunteer’s interest, capability, and the position that

best fits their personality and skillset is a must in order to maximize capacity, efficiency, and effectiveness

within our chapter. Continuing with the trend, 41% (15) of the respondents said that helping others and

serving the clients was most important to them. Another 22% stated that excelling and commitment to

the Red Cross mission and values is meaningful. Now that the commonalities in the volunteer base are

becoming clearer, that information can be used to bring together a more effective group of like-minded

individuals.

0%

20%

40%

Ultimate Goals

Serve Community and Others 13 35%

Conrtribute to RC Mission/Values 8 22%

No Response/NA/Unsure 6 16%

Advancement to Positon/Role 5 14%

Stay Active and Involved 5 14%

Total 37 100%

Ultimate Goals

0%

20%

40%

60%

What is Important?

NA/Unsure 2 5%

Helping Others and Serving Clients 15 41%

Excelling and Commitment to RC 8 22%

Sustainability 2 5%

Postive Mark on Client 3 8%

Other 7 19%

Total 37 100%

What is Important?

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11. Do you feel that your efforts are valued? This question is an intended gage for contentment within the Red Cross volunteer base. As the previous

results have suggested, it is important to provide the

volunteers with gratifying work. Having a meaning

to what they do is the main reason many of the

volunteers give their time. No matter the reason for

donating time, everyone likes to feel appreciated.

Going even further, some of the volunteers even

participate to receive appreciation. Knowing this,

recognition is a crucial key to unlocking a content

volunteer base. Many of our volunteers spend their

valuable time and money in the name of the Red Cross

mission. In order to keep these individuals focused

and dedicated it is important to provide work and an

environment that allows to them to feel valued. Each

person is different and has their own unique set of

skills to contribute, but one commonality between

them all is that they want to be a valued volunteer.

Attitude is key to the non-profit world. It is imperative

to promote a collaborative environment that

appreciates the efforts of all. Someone lacking

appreciation makes for a volatile volunteer. To skirt

high turnover in our organization, the Red Cross must

be a welcoming place to volunteer. Overall, the East Georgia Red Cross Chapter highly values its

volunteers. With 73% (27) of the respondents stating that they feel that their efforts are valued, our chapter

is on the right track, but it does not stop there. Volunteer management is a continuous process. Often it

comes down to trial and error. Considering that 27% (10) of the volunteers who responded did not feel

valued, there is much area for growth and improvement. Two volunteers flat out felt that their efforts

were not valued at all. Every group has dissenters, but an informed manager must make every effort to

outwardly value the work that the volunteers do. Times can get hectic. People are overworked and the

environment is stressful, but a valued volunteer makes for both an effective and efficient part of the team.

The other 22% (8) of the respondents said other, but that is no excuse. We value the work that our

volunteers do, but expression is key and more can always be done.

Sometimes 3 8%

Somewhat 1 3%

Yes, But By The Clients 1 3%

Most of the time 1 3%

I Guess So 1 3%

N/A 1 3%

Total 8 22%

Other

Yes

73%

No

5%

Other

22%

Do you feel that your efforts are valued?

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12. Does your work with the Red Cross provide fulfillment and a sense of accomplishment?

Whereas the previous question was geared toward how the chapter impacts volunteer sentiment, this

question focuses more on the work itself. To retain engaged volunteers, they must receive intrinsic

satisfaction from the work that they perform. Volunteers, by nature, are not paid. In order to supplement

the absence of monetary gratification, fulfillment

and a sense of accomplishment must characterize

the Red Cross volunteer experience. Fulfillment

and a sense of accomplishment are major

contributing factors to contentment. The intrinsic

motivators that each individual seeks can be a very

telling parameter. It is important to discover the

factors that lead to a committed and content

workforce. A more thorough understanding of the

internal rewards that motivate Red Cross volunteers

will smooth job fit and a more rewarding

experience. If the members of our chapter are not

fulfilled by their efforts, they will not be around for

long. Of the respondents, 89% (33) of them believe that their work is fulfilling. One volunteer stated that

the “clients make you feel good, but the chapter does not. Lack of deployment is lack of experience.”

The volunteers seem to highly value their training, but many seek more applicable experience and feel

that there is much more to learning than an online classroom. The volunteer work must also provoke a

sense of accomplishment. 81% (30) of the volunteers said that their duties provide a sense of

accomplishment. The work must be worthwhile and provide a spark of

pride within the individual. As one respondent put it, “it is nice to leave

a person after a fire knowing that they feel a bit better.” It just goes to

show that “helping others is what it is all about.”

13. What characteristics make for a reliable and effective volunteer?

What makes for a good leader? This question is a skills inquiry. It

offers a fun forum for discussion and an opportunity for the respondents

to tell what

volunteering means to

them. By asking these

questions, we can

search out our eager

and astute members. It

is a chance for

reflection. As the

questions have shown,

the volunteers do not

sit down and think

Yes

81%

No

3%

Other

16%

Does your work provide a sense of accomplishment?

Effective Volunteers Are? Who Is An Inherent Leader?

Dedicated Willing Flexible/Open-Minded

Ready Dependable/Reliable Compassionate

Training Organized Values

People Person N/A

Volunteer

Dedicated, Willing, Committed, Reliable, Caring,

Flexible, Interested In Participating, Wants To

Help, Listens, Training, Have To Want It,

Paperwork, Procedures, Good Heart,

Compassionate, Dedicated, Empathetic, Open-

Minded, Conscientious, Organized, Good Worker,

Charged Cell, Ready, People Person, Sense Of

Accomplishment, Dependable, Sympathetic,

Unselfish, Good Attitude, An Interest, Adaptable,

Patient, Honest, Give Up Time, Intrinsically

Motivated, Focused, Committed To-Missions,

Values, & principles,

Leader

Charismatic, Understanding, Knowledgeable, Time

To Give, Good Speaker, Honest, Committed, Role

Model, Values, Genuine, Clear, Concise, Teacher

,Stable, Handle Pressure, Dedicated, Loyal,

Trustworthy, Integrity, Communication Skills,

Conscientious, Organized, Gentle, Motivator,

Enthusiastic, Ready, Not Abrasive, Informed,

Willing Step Forward, Takes Criticism, Admits

Wrong, Role Model, Vision,

Adaptable, Patient, People Person, Unselfish,

Worker, Approachable Follow Rules, Teacher, Gets

Big Picture, Good Morale, Connects With

Volunteers

A Red Cross Volunteer Is…

Yes

89%

NO

3%

Other

8%

Does your work provide

fulfillment?

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about their role as a volunteer often. If we better understand what the job means to them, an attempt can

be made to promote better job fit. Those who wish to advance in their roles in the ARC may stress their

personal traits. When asked such questions, one can't help but refer inwardly, offering a valuable chance

for further insight. An astute volunteer knows what it takes to be effective and understands the true value

of leadership.

14. Based on your background, education, and work experience, what special skills/traits do you

possess that could advance the American Red Cross mission?

1) I taught for 30 years and was an administrator at all level, but these traits are not valued. 2) I have the ability to work with a variety of

people in different environments, and am flexible. 3) I was a reporter and a medic, and now I am a PR liaison. I was formerly an EMT,

which is of value. 4) I am in business school taking business courses. I am used to dealing with the stress involved in disaster response. 5) I

was in the army for 24 years, which gave me a valuable experience and made me well-rounded. 6) I am dependable. 7) I have an

educational background 8) I have an understanding of a variety of different people, cultures, and uncertainty. I am open minded in many

different systems, am caring, and have a high emotional intelligence. 9) The life skills that I have acquired are important. I had 10 years of

college and 30 years as a mother. I have had 2 careers, 1 in education and another in retail management. 10) I have an education

background that helps me provide the public with information. 11) I am good at getting the word out. 12) No comment 13) I am a

restoration specialist, which helps with disaster assessments. I am a certified house inspector and have a nursing background. 14) None 15)

Management experience, interpersonal experience, and organizational skills 16) I worked closely with the fire department with an auxiliary

that dealt with clients like the RC clients. I have organization skills, and can do logistics, paperwork, and paper trail. 17) I owned a

company that had 150 employees. I believe that I manage people well, am good with budgets, and finance. I am a planner and normally get

along well with others. 18) Experience makes for a better volunteer. 19) My previous work has been crucial to my success as a volunteer

20) My past has provided people skills, communication skills, and leadership abilities. 21) I was previously an advocate. 22) I speak 5

languages and have a nursing degree from Holland. I have done some emergency work with doctors without borders. 23) I will do what I

do best, continuing to promote the RC. 24) I enjoy what I do and am willing to help where I can. 25) My fire/EMS skills are crucial. 26)

Informing the public. 27) I am a good organizer, have good office skills, and a social work diploma. 28) I was in retail management. I know

how to coordinate, give directions, and train. I know how to correctly fill items out, work well with others, and don’t mind traveling. 29)

Not sure 30) My willingness to respond, commitment, and previous mission work. 31) I am trained and certified in emergency services

from the Air Force. 32) I was previously a firefighter. 33) I am a people person, loyal, and want to see our chapter do well. 34) I have

valuable skills as a paramedic, but there is not much revolving around paramedic work, it is more on the nursing side. 35) I am a nurse so I

can help in medical areas and at the free clinic. 36) I am committed to volunteerism. I have management and leadership abilities. I can see

myself being a leader, but it is not my main objective. 37) I have a background in emergency management that allows me to understand the

disaster cycle and what it takes to be successful. Preparedness is key.

Red Cross volunteers come from all walks of life. It is our unique and diverse nature that makes us such

an esteemed organization. There are firemen, teachers, mechanics, and businessmen, all working under

the Red Cross name. With such a far reaching grasp, the Red Cross requires a dedicated and skilled

workforce. As the East Georgia Red Cross’ volunteer base ages, it is imperative to consider succession

planning. Considering that it is mainly the older generation that holds much of the knowledge, we must

start preparing now. Our sustainability depends greatly on our chapter’s ability to discover hidden

capabilities and elevate existing assets. As you can see, there are endless stories that make our volunteer

base who they are. It is important to find and best position our leaders, and this question allows us a sense

of what the volunteers have to give. Even if a person has a high level of efficacy, they will not perform

at peak levels if they feel uncomfortable in their current role. Personalities, environment, and person-

organization fit all play key roles in optimizing potential. Job fit is a big predictor of satisfaction and

commitment, and can be utilized to predict turnover in the future. Job satisfaction lies in the content of the work and the context behind the work. Achievement, responsibility, and recognition are all integral parts of job satisfaction. This type of assessment question will help best fill the gap between the current volunteer workforce and their potential to be a more effective, autonomous, and sustainable Red Cross chapter.

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15. What questions, comments, suggestions, or concerns do you have for correcting mistakes of the

past and pressing positively towards the future?

In concluding with the survey, I wanted to turn the table and allow the respondent an opportunity to bring

forward any question, comments, suggestions, and concerns. In doing so, the volunteer being interviewed

is given the chance to be heard. To many, that is all they ask. After completing the survey and having

the whole picture, the respondent should be more informed, willing, and able to provide insightful input,

criticisms, and feedback. This form of question shows respect for the invaluable hours, sweat, and toil

that the volunteers donate for the sake of the East Georgia American Red Cross Chapter, the community

in which they live, and humanity in general. Without the volunteers, the Red Cross would not exist, and

they should know that.

There were many of the respondents who took the chance to stress their opinion about Jeff’s departure

and how crucial he was to the chapter. It is a blow to many of them. They saw him as a beacon and

attributed his role for many of the past successes. There is much concern over his succession planning

and the volunteers are adamant in saying that our future success rides heavily on filling the big shoes that

Jeff Taylor left. “We need people and a way to incentivize to volunteers. We drive miles and pay for our

own gas and shirts, we need incentives to give our time.” Using each volunteer's individual skillset is key.

We “need a more personal approach to managing the volunteers. Not everyone has the same skills, and

they should not be expected to.” “I would like to see more appreciation and to see the RC focus on its

main goal. Lately, it seems that the RC gets distracted from the mission.” Also, “When it comes to large-

scale disasters, the staffing people should make sure to deploy competent volunteers. The volunteers need

proper training. There always seems to be an uproar with changes. National needs a mission statement

and a plan, and to stop changing everything.” “Some programs should be tested before implementing

them on the volunteers. We volunteers should not be subjected to the glitches of the system.” “I would

like to be included more and have more communication,” but “I will continue on with a positive outlook

and do my best.”

Conclusion

The results of this study shed light on far too often unasked questions. The Red Cross sets the standard in

the non-profit world, and it is the hardworking and dedicated volunteers that make this possible. To retain

a high-performing volunteer base it is necessary to understand them. Without sustainability, it will no

longer be possible for the Red Cross to provide a helping hand to those in need. A greater effort must be

made on all levels of our organization. Using direct and individual insight from the volunteers, we can

better understand the feelings and needs of the volunteers. After gathering responses from volunteers on

a variety of questions, we can use these responses to further improve the East Georgia Chapter and the

Red Cross as a whole. Many of the Red Cross volunteers started their involvement through family and

friends. Volunteers generally have had positive experiences throughout their years of involvement.

Despite this, there are mixed feelings concerning the changes of the Red Cross. Most of the volunteers

enjoy volunteering because they want to help others. Their motivation seemed to be mostly intrinsic, with

serving the community and others being the main goals. The survey also shows that the volunteers feel

strong support from the East Georgia Chapter, despite the negative feelings about Jeff Taylor’s departure.

The survey also allowed us to have valuable insight on what skills the volunteers deem important. The

general results from the survey show that the feelings about the American Red Cross are positive, though

there are certain improvements that can be made.