Volunteer Management


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Designed guide to overhaul coordination and strategic direction for building corps of professional volunteers. Topics include: planning, production, gap analysis, SOPs, work flow, engagement models, roles, projects, recruitment strategies, indicators, intercultural communications, coaching strategies, learning models, marketing collateral, screening, orientation, risk management, supervision, record keeping, reporting, retention, program delivery & evaluation...

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Volunteer Management

  1. 1. VOLUNTEER FOR anewamerica 2009 Guide and Strategy By Mimi Nguyen
  2. 2. 2 Volunteer Framework Purpose Plan Perform Progress
  3. 3. 3 Purpose Serve clients better Resolve challenges Create results Prepare for action
  4. 4. 4 Plan Revise strategies Expand volunteer concept Identify relevant skills and experience Create volunteer profiles and targets Determine volunteer roles and functions Analyze client projection and TA needs Develop instructions and orientation program for volunteers, clients and staff Streamline volunteer flow and system
  5. 5. 5 Perform Promote targeted recruitment Provide orientation and instructions Source and match volunteers Manage volunteers and the process Track, evaluate and report results
  6. 6. 6 Progress Engage and retain volunteers Seek collaboration and input from volunteers, clients and staff Evaluate volunteer plan and performance quarterly Respond and adjust plan accordingly Design system for capacity evaluation revision retention
  7. 7. 7 PURPOSE
  8. 8. 8 Volunteer Mission Build partnerships and resources to advance economic empowerment for new Americans. Business Incubation Asset Building Social Responsibility
  9. 9. 9 Strategies growth targeted recruitment collaboration structure retention for volunteer management
  10. 10. 10 Concept Bridge2Success: links volunteers to clients through direct services i.e. training, mentorship, coaching and technical assistance. Volunteers beyond Bridges: Volunteers work with staff to implement programs and in- house projects.
  11. 11. 11 Volunteers (non Bridges) opportunitiesopportunities Outreach marketing Client management Volunteer management Writing/communications Media relations Graphics/web design Fundraising Translation Special events Advocacy Administrative support
  12. 12. 12 Challenges Objectives: No indicators planned or projected for volunteer needs and functions. No monthly and annual targets for recruitment and retention. In-house volunteers: No formal program for recruiting in-house volunteers System: Volunteer program’s multi-systems create overlapping communications, replication of data, bureaucracy and delay CAPACITY: Volunteer program underdeveloped and was functioning at 10% capacity* Workload: Staff limited in providing TA for all clients Expectation: Disconnect between Bridge2Success program, VBI training and client management. Training: No training or protocols for clients to understand B2Success
  13. 13. 13 New Challenges CAPACITY: Volunteer program now functioning at 50% capacity Volunteer retention to support VM program Matching volunteers with our TA needs Gap in QC and follow up Timing of volunteer placement Expectation & disconnect between clients and B2Success
  14. 14. 14 2009 Client Projection 150- 200 new clients 72 graduates with business plans 20% increase / 190 active clients 20% increase in TA at minimum 40% business planning 23 start-ups 24 expansions
  15. 15. 15 Volunteer Target Summary 8418820TOTAL 30423Oct – Dec 09 18425July – Sept 09 18427April – June 09 18625Jan – March 09 In-HouseSCORE- SBDC Bridge BAC Bridge 1:1 Graphics Web Interns TA Interns Quarterly Language capacity 50% Spanish speaking 30% English speaking 20% Vietnamese 130 volunteers
  16. 16. 16 Berkeley B2Success 30 clients* living or doing business in Berkeley receive comprehensive business coaching, TA and legal counseling. 25 undergraduates, MBAs and JD graduates from Haas and Boalt will be trained to provide TA and business counseling to clients Quantitative / qualitative data: progress reports from program managers & trainers; surveys, intakes, interviews, participant evaluation. 20 current + 10 new clients Deliverables Create jobs in Berkeley by moving clients from planning to expansion
  17. 17. 17 PLAN
  18. 18. 18 8 Projects in planning: Volunteer management Recruiting Spanish- speaking interns & coaches Facility project Outreach campaign Berkeley B2Success Gala program ads & program book Client newsletters and Investor’s Return Team: 2 interns co-manage a team of 5 to complete each project on long-term basis Work plan: a master work plan for managing volunteers & individual plans for specific projects Project management
  19. 19. 19 Berkeley B2Success Consulting group 1 MBA, 1 JD, 3 Haas undergraduates, 1 CM each member brings in distinct areas of experiences or expertise: marketing, financial, legal, research… Team works with 10 clients at any given time Assess clients’ business needs Review plans and directions, and recommend action steps Support business planning and link clients to resources Create 3 consulting teams
  20. 20. 20 Technical Assistance with Business Planning Review assignments and business plans Help edit and articulate ideas into writing Support the review and tracking of milestones Help conduct monthly and quarterly reports on clients’ progress Report clients’ feedback, gap analysis, TA needs, business activities Provide some business coaching Research and help secure resources Develop or compile business tips Coordinate homework labs and BACs Engage clients to participate in our events and activities Set up monthly check- in meetings to motivate clients and keep them on track. Work Plan
  21. 21. 21 B2Success Coaching Structure: Group coaching or 1:1 consulting to implement business plan into action Strategy: Strategic planning, advice, expertise and lessons learned Action: Create set of action steps for clients after each coaching session Resources: May develop hand- outs: summaries, tips and guidelines to achieve specific goals. Schedule: commit minimum 6 hours, twice a year
  22. 22. 22 Core Competencies Marketing differentiation and positioning market research / competition target market and reaching it marketing mix / 4 Ps basic marketing collateral Financial personal budgeting start-up expense cost of goods sold cash flow profit & loss projection balance sheet monthly revenue and profit Operation monthly inventory permit / license vendors / suppliers basic bookkeeping general management Sales pricing and buying sales planning and tracking sales techniques negotiating customer relationship management
  23. 23. 23 Milestones Business Business plan & certificate Business formalization Business license Marketing materials Sales and profits Business loan Formal start-up business or expansion Professional affiliation and networking Personal budget Credit management IDA savings Home purchase Investment and retirement savings Community Social responsibility project / volunteer service Social responsibility principles integrated into business plan Green business certification Civic and advocacy Community development Assets a b c
  24. 24. 24 Bridge2Success in Action move from business planning to implementation. hands-on strategies and solutions to achieve business goals mentorship and counseling develop core competencies create resources and network Goals BAC: workshops on specific topics, ideas or industries. E.g. sales strategies, business certification, financing, networking, website costs. Locations: City Hall, clients’ storefronts, SBA office, classrooms for current cohorts Group TA & Consulting: individual and customized basis. More goal-directed, action-oriented and motivational. E.g. goal-setting, cash flow, website design, product development, market expansion, completing graduation requirements. One-on-one
  25. 25. 25 One-on-One TA: Form Client Keeps to take action TA Form / Documentation - Clients should discuss and complete the following in your presence: Priorities. Top priorities they want to achieve. Challenges. Questions and challenges; specify if issues pertain to homework, writing business plan or other business problems. Plan. Determine long-term goals Action steps. Tasks and steps you recommend to resolve challenges or attain goals. Timeline. Deadlines for action steps or plan. Encourage Results: Assigning Tasks. Create action steps, but please don’t take it personally if clients fail to follow your recommendations. Encouragement. Foster discussions and ask questions to see if clients understand what’s going on Bridge coach / TA counselor works with a client manager on staff to move students from business planning to implementation.
  26. 26. 26 Recruitment and Placement
  27. 27. 27 Recruitment Plan Volunteer profiles and functions TA goals and analysis In-house needs and staffing Client role and projection Volunteer targets Volunteer sources Outreach and promotion Information transfer
  28. 28. 28 Bridge Coaches Business generalists Industry experts Business owners Multi-cultural and multilingual
  29. 29. 29 Business Planning Skills product, positioning and differentiation market research target market and segmentation competitive analysis sales planning & forecasting sales techniques branding merchandising pricing distribution promotion federal bidding / contracts customer relationship management Marketing cash flow start-up expense cost of goods sold contribution margin profit / loss projection break-even total cost analysis balance sheet bookkeeping system accounts payable and receivable payroll business taxes credit / loan / grant financing proposal Financial business formalization license / bonding requirements vendors and suppliers inventory management product liability personnel / HR management insurance trademarks / copyrights local ordinances regulations – federal, health, environmental Operations
  30. 30. 30 Industry Skills and Experiences website design graphics design e-commerce copywriting advertising media / PR B2B beauty & health childcare construction food green / eco-business janitorial services international trade
  31. 31. 31 Bridge Interns VBI: 60% Business / Econ majors or graduates provide TA to clients TA Core Skills: critical thinking, business concepts, quantitative capacity, writing and communications Graphics/web design: 20% interns assist clients with creating promotional materials Communications: 20% interns work with staff to implement programs and in-house projects, i.e. outreach, volunteer management, newsletters, client stories Multicultural and multilingual Commit minimum 3 months, 4 hours weekly Help recruit and train new interns
  32. 32. 32 Volunteers’ Roles (non-Bridges) Profile: dedicated individuals, including interns, clients, former instructors Identity: multicultural and multilingual Core skills: marketing, writing, communications, research, information management Function: work with staff to implement programs and in-house projects Schedule: commit minimum 3 months, 4 hours weekly Flow: Help train and recruit new volunteers to maintain continuity
  33. 33. 33 Indicators
  34. 34. 34 2009 Client Projection 150- 200 new clients 72 graduates with business plans 20% increase / 190 active clients 20% increase in TA at minimum 40% business planning 23 start-ups 24 expansions 30 Berkeley-based clients receive comprehensive business coaching, TA & legal counseling.
  35. 35. 35 2009 TA Analysis and Placement TA Demand: TA peaks in late spring, prior to graduation TA Availability: Interns more active and available in summer Intervention: TA requires longer intervention and more effective 1:1 Interns’ TA: Interns most helpful with clients’ planning and start-up Business Coaching: Coaching more effective for clients in start-up or expansion 20 interns: provide 1:1 and group TA to 160 clients 18 Bridge coaches: each work 1:1 with 5 businesses / 90 clients* 10 BACs, include some group coaching 60 % Alameda, Contra Costa & SF Counties 40 % Santa Clara County SBA Partners: 90% work with English speaking clients SCORE: works with start-up SBDC: works with expansion; requires business plan
  36. 36. 36 Staff Volunteer Placement 2 for bi-monthly Investor Return newsletter 2 for bi-monthly client newsletter 2 for client stories 2 for development support Outreach & Volunteer Recruitment 60% in Alameda county 30% in San Jose 10% Contra Costa 5 for Outreach 5 for Volunteer management Varies for special events and projects Projects
  37. 37. 37 Volunteer Target Summary 8418820TOTAL 30423Oct – Dec 09 18425July – Sept 09 18427April – June 09 18625Jan – March 09 In-HouseSCORE- SBDC Bridge BAC Bridge 1:1 Graphics Web Interns TA Interns Quarterly Language capacity 50% Spanish speaking 30% English speaking 20% Vietnamese 130 volunteers
  38. 38. 38 Coaching Strategies for Volunteers, Clients and Staff
  39. 39. 39 Intercultural Communications Western linear and analytical structure, logic more direct individualistic Time and space mono-chronic punctuality deadline commitment personal space Non - Western circular thinking details, metaphors feelings-oriented less direct more collective must earn trust life-time relations class and gender sensitivity Time and space poly-chronic / multi-task change plans, spontaneous spatial distance / energy
  40. 40. 40 Communication Strategies show genuine interest listen with whole being and heart respect cultural and gender sensitivity pay attention to communication styles link punctuality with earning respect clarify technical terms build rapport and trust
  41. 41. 41 Adult Learning Challenges adjusting to training inability to focus poor study skills unrealistic goals time constraint family commitment poor self-image intimidation self-directed and autonomous affected by need to know or do something problem centered rather than content oriented practical and relevancy-focused Characteristics
  42. 42. 42 Learning Model observation and interaction self-initiative goal-setting experience reflection insight action planning individual needs and wants new skills, attitudes and thinking Key Principles experiential
  43. 43. 43 Motivation Factors Cultural Values family commitment goal / dream social welfare social relationship recognition / respect cognitive interest external expectation Professional development and higher status Expand network and association Volunteer / community service Take care of family Achieve end goal Learn and gain new knowledge Fulfill outside expectation
  44. 44. 44 Motivation Strategies Assessment: Identify goals, objectives and challenges early on. Reflection: Draw out students’ life experiences and knowledge relevant to topics. Association: Link lesson and business to end goal e.g. create jobs, make money, benefits for families and self. Associate accomplishment with joy. Reinforcement: Use motivation factors and other positive methods to encourage self-initiative, accountability and thinking ahead. Priority: Determine short-term and long-term priorities to stay focused Action step: Assign specific steps to take action and achieve plan Commitment: Set goals and deadlines in writing
  45. 45. 45 Managing Expectation Manage Expectations Accountability: shared responsibility for objectives and follow-through Assessment: exchange list of expectations in writing for review Adjustment: look at expectations periodically and adjust plan Goal setting: start with doable goals to get taste of success and accomplishment Input: seek feedback informally and in structured way anonymously Question: ask questions to see if they understand what’s going on Self-sufficiency: help is temporary and entrepreneurs must fly on their own.
  46. 46. 46 Clients’ role Status: fast-trackers, graduates and new cohorts in business or in planning phase Attitude: self-sufficient, proactive, take initiative Accountability: engagement, responsibility, follow through Leadership: network system for peer- to-peer mentorship, mutual trade, exchanging ideas, identifying opportunities and sharing resources. Train clients for B2Success!
  47. 47. 47 Staff’s role Preparation: create plans and schedules; cultivate clients’ readiness and manage expectations Instructions: provide comprehensive guidance/instructions to volunteers to implement our projects Quality control: oversee, guide, support, follow up and maintain quality control of volunteers’ work Evaluation: review client management reports to determine TA needs before requesting volunteers Reporting: transfer volunteers’ TA documentation to SBA monthly reports Collaboration: actively support the recruitment, sourcing and matching clients to available volunteers
  48. 48. 48 Volunteer Flow
  49. 49. 49 Volunteer experience Step 1 Information Transfer Intake Screening and Match Orientation/Instruction Assignment Reporting Evaluation Step 2 Step 3 Step 4 Step 5 Step 6 Step 7
  50. 50. 50 Client Experience Training Assessment Request help TA /coaching session Evaluation Review notes Follow up Clients provide written expectations and set goals. Clients understand their role in
  51. 51. 51 Staff Experience - A review request assign guide, evaluate and manage track and report CASE 1: Matching existing volunteers
  52. 52. 52 Staff Experience - B design job enroll and create file match and assign review guide, evaluate and manage CASE 2: Requesting and recruiting new volunteers request volunteer promote and recruit screen and select provide orientation track and report
  53. 53. 53 VistaShare intake request assignment tracking evaluation reporting All volunteer and TA activities match fields in VistaShare for review.
  54. 54. 54 PERFORM
  55. 55. 55 Recruitment Sources UC Berkeley Hispanic University Stanford University SCORE Small Business Development Center Hispanic Chambers of Commerce Corporate and government partners / funders Laney Community College Berkeley City College Volunteer Agencies Academy of Arts INFORMATION TRANSFER On-campus recruiting College Career Centers Meetings and presentations E-fliers and announcements Client / volunteer stories Event networking / mixers Investor Return newsletter Corporate Intranets Local bulletins On-line posting Word-of-mouth / referrals
  56. 56. 56 Collaboration anewamerica Universities SBA Partners Corporate volunteers
  57. 57. 57 Recruitment Tools Orientation Guide Volunteer flier and brochure ABC milestones chart Client stories Newsletter Press articles or annual report Forms: intake, agreement, timesheet Job design / announcement Volunteer for AnewAmerica flier B2Success brochure Volunteer Kit Key Promotional Items
  58. 58. 58 Brochure and Fliers Bridge2Success Flier VolunteerforAnewAmericaFlier ABC Milestones Flier
  59. 59. 59 Job Design Collaboration Editing Job announcement Title Update
  60. 60. 60 Information Transfer Automated response Thank you for volunteer interest Reminder to complete intake Request résumé or brief summary of candidates’ experiences and interest Agreement to contact candidates when there is suitable match or assignment Email volunteer@anewamerica.org Invite to complete intake Refer to website or volunteer’s email Phone call Refer to website or volunteer’s email Give volunteer kit In-person Same response and instruction like email On-line intake and submission Downloadable volunteer kit and intake to submit via email, fax or US mail. On-line orientation video Website
  61. 61. 61 Screening Evaluation: Assess intake, résumé or brief summary of candidates’ experiences Identification: Identify enthusiastic and qualified candidates Interview: Clarify or discuss volunteer opportunities, candidates’ background and availability via phone or email Selection: Match, assign and invite to orientation
  62. 62. 62 Orientation Organization mission and values ABC model and services volunteers’ opportunities / benefits Principles personal empowerment cultural and gender sensitivity confidentiality professionalism Risk Management volunteer files* timekeeping work space and equipment safety protocols Clientele demographics barriers / life circumstances businesses and industries Methods adult learning intercultural values and perceptions communication styles and strategies managing expectations
  63. 63. 63 Supervising Volunteers Collaboration: supervise volunteers by program areas and functions Planning: create work plan / agenda and manages the entire process Motivation: drive success by providing incentives, encouragement and motivation Quality control: oversee, guide, support, follow up and maintain quality control of volunteers’ work Protection: maintain safety, client confidentiality and good conduct to ensure productive work environment Instructions: receive adequate instructions and resources, and have sufficient work from the time they arrive Communications: have channels for voicing opinions and making suggestions Evaluation: complete TA assessment after initial session with clients, and quarterly evaluation to improve volunteer program VolunteersStaff
  64. 64. 64 Recordkeeping Volunteer Inventory Individual intake Organization / company and its function or services Website and job posting site Contact information Volunteer request No. of TA sessions No. of clients served through volunteer activities Volunteer hours and rates Progress, obstacles, trends Personnel file Intake, resume and confidentiality agreement Notes and relevant emails or memos TA reports Timesheets Evaluations Report centralize track
  65. 65. 65 Volunteer Intake Volunteer opportunities Language proficiency Schedule / availability Business skills / experience Industry knowledge Business planning skills
  66. 66. 66 Fields for Data Tracking product, positioning and differentiation market research target market and segmentation competitive analysis sales planning & forecasting sales techniques branding merchandising pricing placement /distribution promotion federal bidding / contracts customer relationship management Marketing cash flow start-up expense cost of goods sold contribution margin total cost analysis break-even point profit and loss projection balance sheet bookkeeping system accounts payable and receivable payroll business taxes business financing (credit, loan, grant) Financial business formalization license / bonding requirements vendors and suppliers inventory management product liability personnel / HR management insurance trademarks / copyrights local ordinances regulations – federal, health, environmental Operation
  67. 67. 67 Fields for Data Tracking: Business & Industry Experiences website design graphics design e-commerce copywriting branding advertising media / PR B2B beauty & health childcare construction food green/eco-business janitorial services international trade
  68. 68. 68 Volunteer Personnel Tracking INTAKE AGREEMENT TIMESHEET
  69. 69. 69 Volunteer Request Data Staff’s name and date No. of volunteers for project Project deadline Project description Volunteer’s role and responsibility Project’s location, date and time market research sales forecast & planning product pricing distribution promotion marketing materials web design Marketing Financial start-up expense cash flow profit and loss projection balance sheet break-even analysis Operation inventory management suppliers selling on credit accounts payable to suppliers accounts receivable / billing customers location / zoning licensing / bonding requirements health / environment regulations insurance coverage trademarks, copyrights / patents personnel / HR buying / selling business In-house newsletters client stories admin support special events Other: __________________
  70. 70. 70 Volunteer Request Form Procedures: Staff submits form in person or on-line Turn-around time: Recruitment and matching could take 1-2 weeks CM purpose: Form useful as CM tool for check-in and assessing TA needs
  71. 71. 71 Examples of Volunteer Projects product/ service business license and location monthly sales and profit marketing collateral business plan milestones and challenges top priorities and timeline Client Check - In Bridge coaching session marketing plan copywriting cash flow bookkeeping inventory management website design
  72. 72. 72 PROGRESS
  73. 73. 73 Collaborative Input evaluation revision retention All volunteers, clients and staff complete evaluation form after initial assignment.
  74. 74. 74 1:1 TA Evaluation and Reporting: Form Bridge Coach submits to Client Managers Gaps and challenges Client’s business readiness Top priorities to achieve Action steps with timeline Quality and experience of session Plan to proceed with future assignment Relevant issues, concerns or ideas Recommendations: what works, doesn’t work; what we need to see more of or less of
  75. 75. 75 CM Reporting and Evaluation CM Quarterly ReportCM Monthly Report
  76. 76. 76 Client Satisfaction Reporting Quarterly survey on training Bridge2Success evaluation Content and quality Preparation Expectation Outcome Coach / instructor knowledge and guidance Recommendations: what works, doesn’t work; what’s difficult; what we need more or less of
  77. 77. 77 Retention Special events: gala, social responsibility summit, graduation, clients’ grand openings, National Volunteer Week Input: seek volunteers’ input on recognition and new ways to express appreciation Newsletters E- announcement Invitation to events Sufficient instructions, evaluation and encouragement Award: annual celebration to honor field work and community service. Awards might include certificate of appreciation, plaque, gift certificate, small gift Professional development: on-the-job experience, networking, referrals, opportunities to build portfolio Publicity: accomplishment recognized in marketing materials, e.g. newsletter, brochure, annual report, Gala program book, website Reward Implement Engage
  78. 78. 78 Program Evaluation Measure: analyze quantitative goals and make adjustments Validate: assess assignments for accuracy and efficacy Perform: review deliverables and get right people on board Impact: measure outcomes and achievements for clients and staff Collaborate: engage input and support from volunteers, clients and staff Respond: take action and create solutions
  79. 79. 79 System for Capacity Planning: Long range goals and strategic directions Collaboration: Team work and partnerships Indicators. Quarterly targets and numbers of volunteers Retention: Engage, encourage and reward volunteers Evaluation: Analysis and input on clients’ outcomes, staffing needs and volunteers’ roles Cost Allocation Ownership
  80. 80. 80 Follow-up Design 1:1 TA session / structure Update / consolidate Bridge evaluation forms Create table of contents Create volunteer management schedule with specific tactics