the national volunteer survey - ms society · the national volunteer engagement task force has been...

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The National Volunteer Survey

MS Society of Canada

Background

The National Volunteer Engagement Task Force has been asked to provide perspective and critical thinking to the development of a nationwide strategy to enhance the volunteer experience and potential in the MS Society. In pursuit of this mandate, the Task Force commissioned a National Volunteer Survey to generate data and insight related to the motivations, expectations, experiences and recommendations of volunteers.

Two surveys were conducted during November and December, 2013; one for current volunteers and a second for lapsed volunteers (those who had not been active over the past 12 months). Both surveys were available in both English and French.

Response

Invitations to participate in the survey were sent to volunteers on all lists held at the Chapter, Division and National levels. Participants were provided with a link to the online surveys. A total of 1,352 volunteers responded (1104 current volunteers/223 lapsed volunteers). Given that this self-selection process was not a scientific random sample of all volunteers, the survey must simply be viewed as an opportunity for Society volunteers to provide input to the work of the Task Force. Examples of a possible bias through online self-selection include higher levels of participation by very engaged volunteers, individuals who have had a negative experience, and Society volunteers with higher levels of education and computer literacy,

Attachment 1 provides the statistics describing who chose to respond. Respondents:

had a close and personal connection with MS (34% had MS; 28% had a family member with MS; 16% had a close friend with MS)

were under the age of 80 with 50% in the 49 to 67 age range (22% aged 33-48; 15% aged 14-32); 12% aged 68-80)

over 50% were employed (42% full time; 12% part-time); 27% were retired; 13.5% not currently working due to health or disability; 8% were student; 5.5% home makers; 2.5% unemployed and looking for a job)

were highly educated with 76% having post-secondary certification (35% college/technical; 29% university graduate; 12% post graduate degree)

70% were female; 30% male

came from all MS Society regions or divisions (Ontario 34%; Alberta/NWT 18%; BC/Yukon 15%; Quebec 12%; Atlantic Provinces 8%; Manitoba 6.5%; Saskatchewan 6.5%).

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About the Volunteer Activity Itself

MS Society volunteers are generally committed, with the highest percentages of current volunteers having served for 3-20 years. Not surprisingly, the ‘longevity rates’ for lapsed volunteers are somewhat lower, but still significant.

Many MS Society volunteers serve in 2 or more capacities. However, the most common volunteer activity relates to special events such as the MS Walk or MS Bike. Fundraising is the second most common activity, followed by service on Boards or Committees/Task Forces.

Only current volunteers were asked about the number of hours they contributed over the past year. Approximately 58% donate 30 hours or less per year. While there are significant numbers giving many times that amount, the rate falls off dramatically in the higher ‘time commitment’ categories.

Current Lapsed T OT AL

Response

Pe rcent

Response

Count

Response

Pe rcent

Response

Count

Response

Pe rcent

Response

Count

15.1% 165 15.4% 38 15.2% 203

13.2% 144 23.2% 57 15.0% 201

22.4% 244 27.6% 68 23.3% 312

22.6% 247 18.3% 45 21.8% 292

19.2% 210 12.6% 31 18.0% 241

7.4% 81 2.8% 7 6.6% 88

1091 246 1337

13 2 15

3 to 5 years

sk ipped question

Answer Op tions

11 to 20 years (WOW)

1 to 2 years

answered question

About how long have you been an MS Socie ty vo luntee r?

6 to 10 years

less than 1 year

more than 20 years (you are amazing!)

Curre nt La p se d T OT AL

Re sp o nse

Pe rce nt

Re sp o nse

Co unt

Re sp o nse

Pe rce nt

Re sp o nse

Co unt

Re sp o nse

Pe rce nt

Re sp o nse

Co unt

81.6% 860 88.9% 208 82.9% 1068

12.7% 134 5.6% 13 11.4% 147

40.1% 423 27.8% 65 37.9% 488

11.0% 116 9.8% 23 10.8% 139

11.9% 125 9.0% 21 11.3% 146

7.3% 77 6.4% 15 7.1% 92

18.3% 193 9.4% 22 16.7% 215

20.9% 220 12.0% 28 19.3% 248

15.9% 168 12.0% 28 15.2% 196

1054 0.11965812 234 1288

50 14 64

T hink ing o f the p a st 12 mo nths, in wha t a re a s o r wa ys ha ve yo u vo lunte e re d fo r

the MS So cie ty? Ple a se che ck a ll b o xe s tha t a p p ly .

Administration/Office Support

Special Events (e.g. MS Walk, MS Bike)

Special Project

sk ip p e d q ue stio n

Fundraising (either at an MS hosted event or on your own)

Other

Answe r Op tio ns

MS Ambassador (e.g. speaking engagements

a nswe re d q ue stio n

Client Services/Programs (e.g. exercise group facilitator)

Board of Directors

Committee or Task Force (e.g. MS Walk Committee,

Re sp o nse

Pe rce nt

Re sp o nse

Co unt

31.3% 342

26.9% 294

17.0% 186

8.7% 95

5.5% 60

4.4% 48

2.4% 26

1.6% 18

0.8% 9

1.2% 13

1091

13sk ip p e d q ue stio n

T hink ing o f the p a st ye a r, a p p ro xima te ly ho w ma ny ho urs ha ve yo u

co ntrib ute d a s a vo lunte e r to the MS So cie ty?

61 to 100 hours

651 to 1000 hours

10 hours or less

151 to 250 hours


31 to 60 hours

401 to 650 hours

Answe r Op tio ns

101 to 150 hours

over 1000 hours

11 to 30 hours

251 to 400 hours

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Almost 70% of the volunteer activity (reported by those who chose to respond) occurs at the Chapter level.

Current volunteers who indicated that their service was primarily at the Chapter level, were also asked about the relative size of the Chapter service area. Almost 75% of the Chapter level activity occurred in Chapters serving a city of over 50,000 population.

Close to half of the current volunteers are also members of the MS Society and/or donors. Over 60% of MS Volunteers also donate their time to other organizations.


Response

Pe rcent

Response

Count

Response

Pe rcent

Response

Count

Response

Pe rcent

Response

Count

3.6% 37 6.1% 14 4.1% 51

68.9% 700 67.0% 154 68.5% 854

20.1% 204 21.7% 50 20.4% 254

1.7% 17 0.9% 2 1.5% 19

5.7% 58 4.3% 10 5.5% 68

1016 230 1246

88 18 106skipped question

Over the past yea r, has your vo luntee r activ ity been p rimarily a t the

Adviso ry Council, Chap te r, D iv is ion o r Na tiona l leve l?

National

Advisory Council

answered question

Division

Answer Op tions

Combination

Chapter

Response

Pe rcent

Response

Count

6.6% 48

18.9% 137

74.4% 538

723

381skipped question

Chapter serving an urban area or community of 10-50 thousand

If you se lected 'Chap te r' above , how would you describe the community the chap te r

se rves? If you se lected D iv is ion o r Na tiona l, p lease sk ip this question.

answered question

Chapter or Advisory Council serving a rural area or small

Chapter serving a city of over 50,000 population.

Answer Op tions

Re sp o nse

Pe rce nt

Re sp o nse

Co unt

48.1% 520

44.9% 485

35.2% 380

1081

23skip p e d q ue stio n

Yes, I'm also a donor

Are yo u a lso a me mb e r o f the MS So cie ty a nd /o r a d o no r? Che ck a ll tha t

a p p ly .


Yes, I'm a member of the MS Society

No

Answe r Op tio ns


Response

Pe rcent

Response

Count

Response

Pe rcent

Response

Count

Response

Pe rcent

Response

Count

37.4% 410 33.3% 82 36.7% 492

27.8% 305 26.0% 64 27.5% 369

20.8% 228 23.2% 57 21.2% 285

5.1% 56 8.1% 20 5.7% 76

8.9% 97 9.3% 23 8.9% 120

1096 246 1342


Do you vo luntee r with o the r o rganiza tions as we ll as the MS Socie ty?

yes, 3 others

No, only the MS Society

answered question

yes, 2 others

Answer Op tions

yes, 4 or more others

yes, 1 other

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About Motivations and Interests Current volunteers were asked to consider each of 11 possible motivations and rate the relative importance of each to them as individuals. A rating of ‘1’ meant “not at all important; a rating of ‘7’ meant “extremely important’. The chart below summarizes the overall response.

MS Society volunteers are primarily motivated by the cause and mission of the MS Society and a strong desire to use their skills and experience to make a difference and have an impact in their community. The equal motivational focus on each half of the cause and mission is notable.

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Current volunteers were also asked about the quality of their volunteer experience with the MS Society from several perspectives. The first perspective asked about whether their volunteer work gave a sense of pride and accomplishment, used their skills and experience, had impact/made a difference, and was personally meaningful. The responses are summarized in the chart below. The rating scale indicated level of agreement with the statement; ‘1’ meant “strongly disagree”, ‘7’ meant “strongly agree”. The ratings indicate a relatively high level of satisfaction with the overall volunteer experience, from the perspective of personal significance.

In interpreting the average ratings in the chart above (and subsequent), consider that a positive rating will be a 5, 6 or 7. A rating closer to the mid-point of 4 means that agreement or satisfaction levels are minimal. A rating of 1-3 is a negative rating measuring extent of disagreement or satisfaction. From this perspective, the 5.1 rating given to effective use of volunteer skills and experience indicates some room for improvement.

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Both current and lapsed volunteers were asked to agree or disagree (on a 7-point scale) with several statements that reflect the volunteer climate at the MS Society – indicators of the organizational culture from the volunteer engagement perspective. Once again, the Society can be generally pleased with the overall ratings; noting room for improvement. It is noteworthy that the experience of lapsed volunteers was not quite as positive in every area of enquiry.

Current volunteers were asked to reflect on the quality and appropriateness of the support they receive as volunteers. A low rating indicates dissatisfaction; a high rating indicates satisfaction with that type of support. Again, ratings are relatively positive; with room for improvement across the board, in all areas mentioned.

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About Future Plans Current volunteers were asked if the intended to continue volunteering for the MS Society in the year ahead. A definitive 89% replied in the affirmative. When current volunteers were asked about the level of volunteer commitment in the year ahead, indicated by number of hours they plan to contribute; the data shows a stable volunteer base either planning to give the same or somewhat more hours in the future.

Additional good news can be

found in the responses of lapsed

volunteers (not active for the last

12 months) to the question of how

likely it is that they would return

to the MS Society as a volunteer.

Almost two-thirds remained

interested in future volunteer

roles with the Society; 39%

indicating that a return was very

likely.

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Current volunteers were also asked about their level of interest in options regarding how those hours would be used. The lowest rating on the 7-point scale indicated “not at all interested”; while the highest (7) indicated “very interested”. The greatest interest focused on involvement in significant activities or events that happen 1-4 times per year (perhaps a reflection of their comfort level with current assignments. Intensive short-term, special projects or assignments attracted more interest than regular weekly or monthly assignments over a number of years. When current volunteers were asked if they wanted to diversify their volunteer activity by trying a different category, level in the organization or special project; they indicated relatively low interest. 99 individuals commented on the specific skills they would like to volunteer. The skill categories most often mentioned are listed below:

communications

public speaking

government relations

organizational leadership (strategic, finance, organization)

administration (accounting, computer skills, team leadership)

project management

fundraising

event planning. An online link is available to provide access to the complete list of verbatim comments about skills and experience.

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Current volunteers were also very satisfied with email communication, expressing relatively low levels of interest in interactive websites and/or social media. Note the approximate 9% who like to be contacted over the phone.

Comments, Advice and Recommendations Both surveys (for current and for lapsed volunteers) provided several opportunities for respondents to offer comments, advice and/or recommendations; triggered by open ended questions. This section of the report provides an overview of the most often mentioned response categories. Online documents are available that provide the complete verbatim listing of all 2,863 comments. Members of both the Volunteer Engagement Task Force and related Advisory Committee will review ALL comments.

Both current and lapsed volunteers were asked: “In your opinion, what are the two or three most important things the MS Society could do to improve volunteer engagement in general?” Responses were clustered so that similar comments were grouped. Phrases were then developed for each cluster/group. Respondents asked for:

improved communication in general (about events, about the Society, about plans – both to volunteers and between levels of the organization)

better information about volunteer opportunities (Society needs and requirements)

improved public visibility, education and awareness (about MS, the work of the Society and the need for volunteers)

clarity about their role and commitment (task descriptions, clear instructions, definition of responsibilities, expectations, time commitment required)

effective orientation, training and mentoring

more personal connections (both staff/volunteer and facilitated interaction among volunteers)

listening to volunteers (more opportunities to have input, improve events/services)

meaningful roles and the matching of skills to roles (leveraging the full range of talents that volunteers are prepared to offer)

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better use of online tools and social media

improved organization, leadership and staff engagement (in general, and more specifically for events, volunteer tracking system)

financial transparency and a better balance of how raised funds are used (local/division/national as well as research/quality of life)

more respect for and recognition of volunteers

youth-focused recruitment.

Current volunteers were also asked: “What is the most important thing the MS Society could do differently to help make YOUR VOLUNTEER CONTRIBUTION as effective, meaningful and satisfying as possible?” The response clusters focused on similar themes (to the above question):

communication with volunteers (information about the Society and upcoming volunteer opportunities)

improved training

recognition and appreciation of volunteers

respecting and valuing volunteers

listening to volunteers

with a little more emphasis (than in the previous question) on keeping the focus at the local or chapter level.

Current volunteers were also asked: “Is there anything that the MS Society does that ‘turns you off’ as a volunteer?” The most common responses clustered around the following themes:

poor communication (with many wanting more and some mentioning too many emails)

lack of respect for volunteers

concerns about staff and leadership (attitude, support, turnover, emphasis on paid staff)

poor use of volunteer time at events (not enough to do, disorganization)

Chapter/Division/National interaction (communication, collaboration, balance, bureaucracy)

Financial Issues (cost of paid staff, distribution of raised funds, transparency)

donor exhaustion (overlapping asks, competition from levels in Society).

Lapsed volunteers were asked a related question: “What was the main reason you stopped volunteering for the MS Society?” Remembering that approximately two-thirds of those who had not volunteered for the Society in the last 12 months were planning to re-engage, many of the responses simply had to do with being busy with other responsibilities and/or scheduling conflicts (not available for the time slot offered). A negative change in health/ability for the individual or a family member was also a frequently mentioned reason. Comment clusters that require attention include:

not asked by the Society, even though willing

relocation (inability of the Society to track and re-engage a moved volunteer)

organizational concerns (restructuring, CCSVI, event organization, staff support).

Lapsed volunteers were also asked: “What could we as a Society do to attract you back?” While there were 127 comments only two themes or clusters emerged:

just ask, keep in touch

connect with my skills and experience and help me find something more meaningful/challenging.

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The last open ended question posed to current volunteers asked for advice to the Task Force about building a National Volunteer Strategy: “The Volunteer Engagement Task Force has been asked to develop a nationwide strategy that builds organizational capacity and meaningful opportunities for volunteers to be engaged in all facets of MS Society operations. Do you have any other advice that will help them address this challenge (comments of any kind)?” Responses clustered around the following themes:

identifying and capitalizing on the skills and experience of current volunteers (meaningful assignments, special project potential, assignment matching)

orientation, training and mentoring

respecting, valuing and recognizing volunteers

relationship building with volunteers (communication, personal connections, online/social media, facilitated interaction among volunteers)

strengthen local level volunteer engagement capacity

recruit youth.

Conclusion and Overall Impression The Task Force has just received this initial overview of the survey results (January 14, 2014). Conclusions will not be drawn until TF members have had the opportunity to review all 2,863 comments. However, at this early stage the overall impression given by respondents suggests:

that the MS Society can be proud of its volunteer engagement record to date. Volunteers consistently give positive ratings, regardless of the question asked.

there is room for improvement in almost all aspects of volunteer support practice. Many suggestions and constructive comments have been provided by respondents; all will be taken into consideration as the Task Force develops its recommendations to the National Board.

a significant challenge for the MS Society given the broad range of comments and suggestions made by respondents. After an initial review of this document, Task Force members have a much better understanding of expectations and are also aware of the large investment and transition effort required to deliver systemic improvement of volunteer engagement at all levels, in all parts of the country. This challenge will guide the work of the Task Force as it completes its assignment.

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Attachment 1: The Respondents


Response

Pe rcent

Response

Count

Response

Pe rcent

Response

Count

Response

Count

Response

Pe rcent

35.3% 281 30.9% 63 344 34.30%

30.7% 245 19.6% 40 285 28.40%

17.1% 136 12.7% 26 162 16.20%

31.2% 249 36.8% 75 324 32.40%

797 204 1001

193 44 237

Do you have a d irect connection with MS?

No, it's the cause that attracted me

Yes, I personally have MS

skipped question

Yes, a close friend has MS

Answer Op tions

answered question

Yes, a family member has MS


Response

Pe rcent

Response

Count

Response

Pe rcent

Response

Count

Response

Pe rcent

Response

Count

1.1% 10 0.0% 0 0.9% 10

12.6% 116 9.5% 19 12.1% 135

50.5% 464 46.8% 94 49.8% 558

21.3% 196 26.9% 54 22.3% 250

14.5% 133 16.9% 34 14.9% 167

919 201 1120


When were you bo rn (us ing the gene ra tiona l ranges lis ted be low)?

between 1965 and 1980 (33-48 years of age)

before 1933 (81 years or older)

answered question


Answer Op tions


between 1933 and1945 (68-80 years of age)

Curre nt La p se d T OT AL

Re sp o nse

Pe rce nt

Re sp o nse

Co unt

Re sp o nse

Pe rce nt

Re sp o nse

Co unt

Re sp o nse

Pe rce nt

Re sp o nse

Co unt

43.3% 348 38.2% 76 42.3% 424

11.8% 95 12.6% 25 12.0% 120

2.0% 16 19.6% 39 5.5% 55

15.8% 127 4.0% 8 13.5% 135

30.5% 245 14.1% 28 27.2% 273

2.6% 21 2.0% 4 2.5% 25

7.1% 57 9.0% 18 7.5% 75

0.7% 6 0.5% 1 0.7% 7

803 199 1002

158 49 207


Employed or self-employed full time

Unemployed and looking for a job

Home maker

Part-time student

Answe r Op tio ns

Retired and not working

sk ip p e d q ue stio n

Employed or self-employed part time

Full-time student

Wha t is yo ur curre nt e mp lo yme nt s itua tio n?

Not currently employed due to health or disability


Response

Pe rcent

Response

Count

Response

Pe rcent

Response

Count

Response

Pe rcent

Response

Count

4.4% 40 2.1% 4 4.0% 44

20.6% 186 19.0% 37 20.3% 223

34.1% 308 36.9% 72 34.6% 380

28.5% 257 29.2% 57 28.6% 314

12.4% 112 12.8% 25 12.5% 137

54 16 70

903 195 1098

201 53 254

college or technical school graduate

sk ipped question

Answer Op tions

post graduate degree

high school graduate

answered question

Wha t is the highest leve l o f educa tion tha t you have comp le ted?

university graduate

less than high school

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Response

Pe rcent

Response

Count

Response

Pe rcent

Response

Count

Response

Pe rcent

Response

Count

31.6% 290 25.7% 52 30.5% 342

68.4% 628 74.3% 150 69.5% 778

918 202 1120


Are you ma le o r fema le?

Answer Op tions

Male

Female

answered question


Response

Pe rcent

Response

Count

Response

Pe rcent

Response

Count

Response

Pe rcent

Response

Count

8.0% 73 7.4% 15 7.9% 88

12.9% 118 9.3% 19 12.2% 137

33.6% 307 33.8% 69 33.6% 376

6.4% 59 6.9% 14 6.5% 73

7.0% 64 4.4% 9 6.5% 73

16.9% 155 23.0% 47 18.1% 202

15.2% 139 15.2% 31 15.2% 170

915 204 1119


Atlantic Provinces

Alberta/NWT

Ontario/Nunavut

answered question

Answer Op tions

Saskatchewan

Quebec

BC/Yukon

Where do you live (by MS Socie ty D iv is ion)?

Manitoba

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