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Internal comms and volunteers | Internal Comms Group | 11 September 2018

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Nicola Kiess, head of internal comms at the Samaritans

Visit the CharityComms website to view slides from past events, see what events we have coming up and to check out what else we do: www.charitycomms.org.uk

Published in: Government & Nonprofit
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Internal comms and volunteers | Internal Comms Group | 11 September 2018

  1. 1. Reaching & engaging volunteers Nicola Kiess Head of Internal Communications
  2. 2. * A ‘call for help’ is any contact made to Samaritans for support, whether by phone, text, email, face to face in branch, in prisons or through our outreach work. This figure is based on the 2017 calendar year. A ‘caller’ is anyone who has accessed our service, whether by phone or by any other means. Samaritans at a glance
  3. 3. What role do volunteers play? More than 20,000 volunteers Delivering a 24/7 helpline service: phone, email, SMS, letter, face to face Community outreach: schools, NHS, prisons, rail network, festivals…etc Running 201 local branches: rotas, publicity, fundraising, IT, maintenance Volunteer management: recruitment, training, recognition, problem-solving Approx. 175 paid staff Support branches and raise awareness, support & funds
  4. 4. One voice We want everyone at Samaritans to feel well-informed, able to carry out their role, supported and listened to, and inspired to support Samaritans to achieve its vision. Clear, consistent messages Straightforward language Honesty, empathy & warmth
  5. 5. Opportunities & challenges Passionate about the cause Inspired to give their time for free 20+ years of service is not unusual Listening is what we do Average four-hour shift per week Responding to callers is the priority No central database, cascade variable Distrust, pockets of ‘them and us’ culture Transformation programme, lots going on! I don’t know what’s going on You send me too much information
  6. 6. Responding to the challenges Volunteer communications survey Streamlined updates to branch directors Redesigned, more frequent magazine Increased engagement ➢ Face to face workshops/ CO visits ➢ Volunteer Reference Panel ➢ Working Groups ➢ Pathfinders, champions, key adopters ➢ Videos & blogs from senior leaders Intranet overhaul: ‘hub’ for essential info Shared behaviours & managing forums
  7. 7. Shared behaviours
  8. 8. Our communication principles Clear Concise Compelling Tailored Timely Two-way
  9. 9. Any questions?
  10. 10. Internal comms and volunteers: sector perception, relationships and looking to the future 11 September 2018 Internal Comms Group London #CCinternalcomms Supported by
  11. 11. Visit the CharityComms website to view slides from past events, see what events we have coming up and to check out what else we do: www.charitycomms.org.uk

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