WELCOME TO

“Leveraging Goodwill: Inspiring Deeper Volunteer Engagement Through Better

Onboarding"

Presenter: Tobi Johnson Facilitator: Magda Hageman-Apol

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[Webinar]  Leveraging  Goodwill:  Inspiring  Deeper  Volunteer  Engagement  Through  Better  Onboarding  

Tobi  Johnson,  MA,  CVA  April  14,  2016  

@volpronet  #futurevolunteers  

+  Presenter  

Tobi  Johnson,  MA,  CVA  President  &  Founder  Tobi  Johnson  &  Associates  |  VolunteerPro  tobi@tobijohnson.com    

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+  Today’s  Agenda  n How  to  design  high-­‐impact,  high-­‐satisfaction  volunteer  roles  

n How  to  support  the  needs  of  volunteers  at  different  levels  of  engagement  

n How  to  manage  a  volunteer  onboarding  process  to  scale  and  still  maintain  personalized  connections  without  extra  effort  

n How  to  tap  the  skills  of  volunteers  and  co-­‐workers  to  help,  so  you  aren’t  left  “doing  it  all”  

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+  Ad  Council  Campaign  

n Starts  in  June  

n Will  last  3  years  

n Expected  an  increase  in  volunteer  interest  

n More  info  available  from  MOWAA  staff  

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+  What  Could  Go  Wrong?  

n Organization  respond  quickly  (or  at  all)  

n Volunteers  get  through  screening  &  training,  but  don’t  get  appointed  

n Volunteers  are  not  matched  with  jobs  they  enjoy  

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+  Preventing  Loss  

§ How  can  we  anticipate  new  volunteer  needs?  

§ How  can  we  be  more  efficient?  

§ How  can  volunteers  &  co-­‐workers  help?  

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10  What  Do  Customers  Value?  Key  Needs   For  Customers  in  General   For  Volunteers  

1)  Perfect  Product/Service  

•  Does  what  it  promised  to  do  •  Info  was  easy  to  understand

2)  Caring  Delivery   •  People  were  friendly  •  Didn’t  feel  overly  bureaucratic

3)  Timeliness   •  Didn’t  waste  my  time  •  Anticipated  my  needs

4)  Effective  Problem  Resolution  

•  Helped  me  better  understand  standard  drawbacks  &  how  to  avoid  them  

•  My  complaint  was  handled  with  courtesy  &  tact

Adapted from: Leonardo Inghilleri & Micah Solomon, Exceptional Service: Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization, AMACOM (2010)

•  Assignment  reflected  what  was  promised  

•  Info  was  easy  to  understand  

•  My  work  was  meaningful    •  Didn’t  waste  my  time  

•  I  was  able  to  be  an  equal  partner  •  My  work  was  acknowledged  

•  I  was  able  to  make  a  difference  •  I  was  challenged  to  grow  •  I  was  asked  for  my  input  •  My  complaint  was  handled  with  courtesy  &  tact

+  Four  Dimensions  of  Satisfaction    

• Freedom  in  deciding  how  to  carry  out  assigned  tasks  

• The  relationships  they  form  as  a  result  of  their  volunteer  work  

• His  or  her  work  makes  a  difference  

• Adequate  planning,  training,  &  support  for  specific  tasks  

Organization  Support  

Participation  Efficacy  

Empower-­‐ment  

Group  Integration  

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Adapted from: Galindo-Kuhn, Roseanna and Guzley, Ruth M.(2002) 'The Volunteer Satisfaction Index', Journal of Social Service Research, 28: 1, 45-68.

Volunteer Role Design

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Step  1  -­‐-­‐  Brainstorm  all  tasks  that  need  to  be  done  &  problems  that  need  to  be  solved.  

Step  2  -­‐-­‐  Write  one  task  per  post-­‐it,  and  put  

them  all  up  on  the  wall.  

Step  3  -­‐-­‐  Identify  which  tasks  can  ONLY  be  done  by  paid  staff.      

Step  4  -­‐-­‐  Remove  paid  staff  responsibilities  from  the  larger  group.  

Step  5  –  Cluster  remaining  tasks  into  

groups  of  similar  duties.  

Step  6  -­‐-­‐  Create  a  team  description  &  list  their  

responsibilities.  

Step  7  -­‐-­‐  Identify  which  staff  or  volunteer  will  support  which  team.  

Step  8  -­‐-­‐  Create  one-­‐page  volunteer  position  descriptions  for  each  

team.  

Step  9  –  Prioritize;  start  with  positions  that  will  have  the  most  impact.  

Step  10  –  Place  your  first  volunteers.  

Workforce  Needs  Analysis  

14  Workforce  Needs  Analysis  

+  Elements  of  Job  Satisfaction  

Task  Variety  

• Uses  the  different  skills  &  talents  of  the  volunteer  

Task  Identity  

•  Allows  the  volunteer  to  complete  some  tasks  from  beginning  to  end  

Task  Significance  

•  Volunteer  believes  the  job  has  a  substantial  impact  on  others  &  the  organization’s  mission  

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ORG  

Office  Support  &  Internal  

Information  Sharing  

Direct  Service  or  Operations  

Volunteer  Recruitment  &  Marketing  

Onboarding  &  Training  

Outreach  &  Community  Education  

Evaluation  &  

Technology  

Leadership  &  

Fundraising  

A  Variety  of  Needs  &  Roles  

Volunteer Work Areas  Always… 1.  Direct Service 2.  Marketing 3.  Office Help 4.  Research 5.  Others?

 Volunteer  Job  Types  

Rotation  

Substitute  

Team  Volunteering  Family  Volunteering  

Segmentation  

Seasonal  

Job  Sharing  

Virtual  

Traditional  

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Discussion:  What  new  volunteer  roles  do  you  plan  to  add?    How  will  you  ensure  

they  inspire  high  job  satisfaction?  

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Levels of Engagement

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Volunteers want to be part of something

bigger than themselves.

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Levels  of  Engagement  21  

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• WOW!  Factors  • Compelling  Stories  of  Change  • Positive  Image  of  Program  &  Volunteering  

• Clear  Call  to  Action  • Easy  to  Share  Information  

Outreach  &  Marketing  

• WOW!  Factors  • Efficient  Application  Process  • Clear  Job  Descriptions  • Community  Need  &  Solution  • Will  I  be  Able  to  Help?  • What’s  in  it  for  Me?  

Application   • WOW!  Factors  • Ways  to  Make  a  Difference  Early  

• Established  Schedule  • Clear  Expectations  • Volunteer  ID/Other  Identifier  

Placement  

• WOW!  Factors  • Reinforced  Connection  to  Org  • Friendly  Staff  &  Volunteers  • Motivational  Orientation  Training  • Volunteer  Manual  

Orientation  

Volunteer  Touch  Points  22  

Observer   Inquirer   Joiner   Learner  

Onboarding to Scale

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Onboarding  sets  the  stage  for  deeper  volunteer  involvement.    

   Don’t  leave  it  up  to  chance.      

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+  Integrated  Onboarding  

Interpersonal  Connections  

Mentor  

Peers  

Staff  

Organizational  Culture  

Mission,  Vision,  Values  

Roles  

Talking  Points  

Early  Training  Support  

Starts  on  Day  One  

Personal  Development  

Plans  

Bite-­‐Size  Content  

Exposure  to  Strategy  

Share  Program  Goals  

Disclose  in  Layers  

Gather  New  Insights  

Adapted from: Mark A. Stein and Lilith Christiansen, Successful Onboarding: A Strategy to Unlock Hidden Value Within Your Organization, McGraw-Hill Education (2010)

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Online  Registration  Form  

n  Contact  Info  n  First,  Last,  Mobile  Phone,  Email,  Snail  Mail  

n  Roles  &  Preferences  (include  Min  Qualifications)  n  Special  Skills,  Availability,  etc.  

n  Special  Needs  n  Mobility,  Dietary,  etc.  

n  Emergency  Contact  

n  How  Did  You  Hear  About  Us?  

n  What  Excites  You  About  Volunteering  for  us?  

Managing  High-­‐Volume  Applicants  

Event  Software  Ideas  

n  Your  Org’s  Event,  Volunteer,  or  Donor  Software  

n  www.signupgenius.com  

n  www.volunteerhub.com  

n  www.event-­‐essentials.net/  

n  www.volunteerspot.com/  

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Email Upon Volunteer Appointment – What We’re About, New Volunteer Orientation Save the Date!

Email 1 Month Before Orientation/Start Date – What to Expect, Success Stories

Email 1 Week Before Orientation/Start Date – Logistical Details • Phone Call One Day Before Orientation/Start Date – Last Minute Reminder

Email 1 Week After Orientation/Start Date – Thank You! & Request for Suggestions • Handwritten Note Within 1 Week of Event – Thank You! & Recap of Success

Volunteer  Welcome  Emails  

Bonus  WOWs!  n  Welcome  videos  &  testimonials  n  Links  to  cause-­‐related  articles,  ebooks,  etc.  n  Ways  to  customize  their  email  preferences  n  Short,  online  learning  opportunities  (video,  recorded  webinar,  fun  quiz,  etc.)  

n  Links  to  subscribe  for  other  mailing  lists  of  interest  n  Connection  to  a  new  volunteer  “buddy”  or  guide  n  “Tell  a  friend”  e-­‐cards  

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Motivation  (exercising  values  &  beliefs)  

Trigger  (event)  

Motivation  (having  influence)  

Opportunity  (linking  people)  

Resources  (self  confidence)  

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Self-­‐assessment  and  matching  starts  before  the  

volunteer’s  first  day  

•  Volunteer  recruitment  language  •  Images  you  use  on  your  web  page  •  Volunteer  testimonials  •  What  people  say  about  your  org  

What  the  volunteer  believes  they  are  capable  of  doing  

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Time Topic Presenter 10 minutes Welcome & Introductions

Board Chair

5 minutes Goals of Event

Service Beneficiary

10 minutes Event Logistics

Volunteer Coordinator

5 minutes Safety HR Director or Safety Team Leader

10 minutes Shift Schedule/Teams

Team Leaders/ Volunteer Coordinator

5 minutes Wrap Up

Executive Director

Total  Time:  45  minutes  

Time Topic Presenter 5 minutes Welcome & Goals of Event

Executive Director

5 minutes Team Logistics Team Leaders 5 minutes

Thank You/What’s Next

Volunteer Coordinator

Total  Time:  15  minutes  

Time Topic Presenter 5 minutes Instructional Email/Video

Volunteer

Varies On-the-Job Training Team Leaders

Total  Time:  Varies  

Less  Complexit

y/Less  Risk

 

Flexible  Volunteer  Orientations    30  

+   Volunteer Interest Worksheet

I  am  passionate  about  …  

I  am  happy  to  help  with  …  

I  want  to  learn  how  to  …  

Please  don’t  ask  me  to  …  

I  thought  you  should  also  know  …  

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Discussion:  How  can  you  improve  your  current  

onboarding  process?    Where  can  you  realize  greater  

efficiency?  

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Tapping the Skills of Others

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Volunteer  Coordinator  

Team  Lead  

Volunteer  Team  Member  

Volunteer  Team  Member  

Team  Lead  

Volunteer  Team  Member  

Volunteer  Team  Member  

Structuring  Your  Team  34  

+  Educating    Team  Leaders  

n  History  of  Volunteerism  at  Org  

n  Benefits  of  Volunteers  

n  Relationship  to  Agency  Goals  

n  Philosophy  of  Vol  Involvement  

n  The  Importance  of  Teamwork  

n  How  Success  is  Defined  

n  Responsibilities  of  Paid  Staff  

n  Lines  of  Communication  

 

Persuasion/Delegation  

Coaching/Conflict  

Resolution  

Negotiation/Alternate  Decision-­‐Making  Models  

Teamwork/Collaboration  

Supervisory  Foundations  

+  Philosophy  of  Volunteer  Engagement  

For  Example:  

“Volunteers  are  a  valued  as  an  essential  part  of  accomplishing  the  [agency]  mission  to  reach  out  and  deliver  [agency]  services  with  compassion  and  care.  Volunteers  provide  education  and  information  that  empowers  Medicare  recipients  to  make  informed  decisions  about  their  health  care  coverage  options,  rights,  and  benefits.  Through  their  unique  skills  and  talents,  

volunteers  augment  the  work  of  paid  staff  and  expand  our  services  far  beyond  our  agency  doors  into  new  and  diverse  communities  in  need.”  

Importance  of  Volunteers  +  Standards/Characteristics    +  Tasks  +  Results  

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+  Ambassador  Toolkits  

ü  Cover  letter  from  you  

ü  Your  contact  info  

ü  Who  else  is  helping  

ü  Volunteering  basics/timeline/FAQs  

ü  Hyperlinks/  HTML  Code/Logos    

ü  Sample  Tweets,  Facebook  posts  

ü  Sample  Blog  post/Newsletter  article  

ü  Marketing  materials  

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+  Building  a  Human  Resources  Plan  

Onboarding  Training  

Drivers/Scheduling  Administrative  

Evaluation  

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Roles  Phased  In  by  Priority  Level  

+  Building  a  Human  Resources  Plan  

Volunteer  Roles   Total  Needed  

By  When  

Shifts  (days,  times)   When  to  Start  Phasing  In  

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“You  are  capable  of  more  than  you  know.    Choose  a  goal  that  seems  right  for  you  and  strive  to  be  the  best,  however  hard  the  path.    Aim  high.    Behave  honorably.  Prepare  to  be  alone  at  times,  and  to  endure  failure.  Persist!    The  world  needs  all  you  can  give.”  

   -­‐-­‐  E.O.  Wilson,        the  world’s  leading  authority  on  

ants  

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+  What are your next steps?

Q&A  

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