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ICOVA Conference 2015 - Making Your Volunteer Program the Clear Choice
- 1. Making Your Volunteer Program theClear Choice 1 1:19 PM
- 2. Welcome & Housekeeping •Thank you for choosing us! • Introductions • Handouts • We will send our slide deck to you. • We encourage questions! 2 1:19 PM
- 3. Learning Objectives A viewfrom the 30,000-foot level • Training: Describe the components of a strong on-boarding process • Services: Explain why a philosophy of inclusion—that weaves volunteers throughout an agency—is essential for any volunteer program 3 1:19 PM
- 4. Learning Objectives A viewfrom the 30,000-foot level • Measurement: Determine ways to track volunteer impact and satisfaction that can take a program to the next level • Recognition: Re-think and identify simple appreciation efforts that reward volunteers 4 1:19 PM
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- 7. We have MERGEDbut are still a community-based, non-profit hospice agency. We offer: • Exceptional pain and symptom management and end-of-life expertise • Palliative Medicine & Supportive Care • Largest pediatric program of its kind in IL • Five in-patient centers in Arlington Heights, Barrington, Chicago, Glenview and Woodstock • Comprehensive grief support program • Highly-trained staff (certified in hospice and palliative care for their specific discipline) • Charity Care – 200+ patients in 2014 7 1:19 PM
- 8. Our Volunteer Roles •Patient Care – Home • Patient Care – Hospice Centers • Care Companion • CNA Assist • Hospitality • Baker/Shopper • Activity Volunteer • Pediatric Care • Companion Coach Program • Vigils • Bereavement • Art & Music Support • Massage Therapy • Pet Therapy • Veterans Program • We Care Phone Calls • Pet Peace of Mind • Gardening & Flower Programs • Teen/Youth Programs • JourneyCare Juniors • Youth Advisory Board • Community Outreach • Public Speaking • Health Fairs/Exhibit Booths • Volunteer Recruitment • Special Events & Fundraising • Administrative/Office • Palliative, Finance, HR, etc. 8 1:19 PM
- 9. A Few Disclaimers: Ourprogram wasn’t always “world class” • Regulatory requirements have been a blessing and a curse for improvements. • Change Takes Time! We relied on a lot of passion to make change quickly (~18 months). 9 1:19 PM • We had to test out new tactics while holding on to old practices.
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- 11. Let’s Get Philosophical! How wouldyou describe your agency’s philosophy on using volunteers to achieve your mission? 11 1:19 PM The reality is that… Both Paid and Unpaid Staff are “Human Resources”
- 12. Staff vs. Volunteers >= <Our approach is that, within reason, we treat volunteers as equal as possible to the way we treat employees. • Create service opportunities throughout your agency • Set (high) expectations • Give volunteers perks! • Compliance and discipline… 12 1:19 PM
- 13. “They’re volunteers! You haveto be nice to them!” Your program will suffer if you do not set and enforce boundaries. Volunteers should not have a “free pass” just because they’re volunteers. They can be disciplined or even terminated! 13 1:19 PM
- 14. Disciplining Volunteers By giving feedbackto a volunteer at the point a situation occurs, we demonstrate that: A) we take their job seriously B) we demonstrate respect for their contributions C) we want to have a good relationship with them 14 1:19 PM
- 15. Ron: He’s thebest but… 15 1:19 PM
- 16. Program Philosophy What’s thepayoff for all this work? • Investing in this leads to… – A great relationship between paid staff and volunteers – Volunteers who feel like you trust them – More volunteers! • VolunteerMatch Reviews 16 1:19 PM
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- 18. Customer Service isKing “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou 18 1:19 PM
- 19. Recruitment Process Welcoming newpeople into the fold • Use a systematic approach • Designate one team member as the point person – Be incredibly responsive return calls, emails w/in 24-48 hours • Have a defined pipeline – Flexible – Provides info. when it’s needed, in a consistent way 19 1:19 PM
- 20. • Templates savetime, consistently communicate your process and no one slips through the cracks – Save Outlook templates to easily reach out – Training Calendar Handout – Welcome Emails, Training Reminders, etc. • Templates afford you with more time to be more personal 20 1:19 PM
- 21. Customer Service & •Communicate clearly and warmly with everyone • Make your onboarding process as flexible as possible and get people started early! • Try and understand their reason for getting involved and speak to that whenever you can • Facilitate introductions! – ID badges really help 21 1:19 PM
- 22. What Do VolunteersExpect? Above All Else: Manage Expectations • Tell people what they can expect – From you – From your organization – From your training process – From their volunteer service • Volunteers expect you to match your needs with their interests the reason they came to you, what they want out of their experience, etc. 1. Understand needs, wants and desires of your “customer” 2. Clearly articulate what they can expect from you 3. DELIVER! 22 1:19 PM
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- 25. Volunteer Education “If aseed of lettuce will not grow, we do not blame the lettuce. Instead, the fault lies with us for not having nourished the seed properly.” – Buddhist Proverb 25 1:19 PM
- 26. Training & Orientation JourneyCareRequirements “Blended Learning” • Applicants 16+ all must attend our 4-hour training • Online Courses 11 courses/10 hours of content • Two-Step Tuberculosis Test for New Volunteers • Not paid for by agency • Annual test offered for current volunteers at no cost • Additional training needed for in-patient unit volunteers 26 1:19 PM
- 27. Benefits of OnlineTraining • Flexibility for applicants Time & Location • Quick and efficient onboarding • Consistency of material covered • Less drain on staff resources Cost-effective • Gets people engaged early! 27 1:19 PM
- 28. Your Requirements areUnavoidable DON’T apologize for your process but DO make it fun! It’s your job to reduce barriers yet still meet the requirements that exist in your field. 28 1:19 PM
- 29. What’s your educationphilosophy? Knowledge is POWER! • Don’t take a learning opportunity away from a volunteer! – Empower them to fulfill your mission in unique ways • Be consistent with exceptions you make for some volunteers • Your attitude during training workshops is a choice – Be enthusiastic and welcoming – Know your content; be the expert! – Just create a great experience! 29 1:19 PM
- 30. What does “WorldClass” Onboarding Look Like? • Manages expectations • Makes people feel welcome • Provides as much flexibility as possible • Incorporates little touches – Music, name plates, dietary restrictions – Review attendee list prior to training 30 1:19 PM
- 31. A world classonboarding program is one that… • Is interactive and meets multiple learning styles • Adequately prepares people for meaningful service • Communicates next steps • Is not a drain on staff resources • Involves existing volunteers! 31 1:19 PM Questions or Comments?
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- 33. Measurement Matters “To improveis to change; to be perfect is to change often.” – Winston Churchill 33 1:19 PM
- 34. Measurement Your program isonly as good as your numbers! • Formal and informal tracking mechanisms are essential • They easily help you assess program outcomes, impact • Measure your program early, often and consistently • Survey your volunteers and staff 34 1:19 PM
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- 36. Volunteer Measurement: When& How When (Method) • Initially: Training Evaluation Form • Annually: Satisfaction Survey • Daily: Via Hours Log Process How (Tools) • Printed evaluation tracked via spreadsheet • Simple, low-cost tool like Survey Monkey • Using your “Service Log” • Informally/Anecdotally 36 1:19 PM
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- 38. 4 Numbers YouShould Be Tracking (You’ll Thank Us Later!) 1. Number of Volunteers (retention) 2. Total Service Hours 3. Cost Savings via Volunteer Usage ● $24.74/hour (Illinois, 2014) 4. Volunteer Satisfaction Level(s) 38 1:19 PM
- 39. Involve Your Staff •Assess satisfaction of your staff with the volunteer team – How effective are volunteers at helping you meet your goals? – What simple (or complex!) projects take up a lot of your time that could be effectively completed by a volunteer? – What barriers are preventing you from using volunteers? – What can I/the volunteer team do to help you work with volunteers? Fix Problems Develop New Roles Improve Relationships 39 1:19 PM
- 40. Teaching Others toWork with Volunteers What to Tell Them 1. Be prepared for them and provide adequate instruction 2. Communicate with your volunteer 3. Treat them as professionals 4. Empower them 5. Thank them early and often 40 1:19 PM
- 41. So what happenedwith Sue? 41 1:19 PM
- 42. Demonstrate Value Get Buy-In Numbers Can Back You Up! • Monthly, Quarterly Statistics • If you want your leadership team to value your program, you have to provide them with the data… • Share your numbers with your volunteers – Be prepared to make changes if you collect data; we can always improve so do improve! – Make sure your volunteers understand their impact… 42 1:19 PM
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- 45. Communication “The single biggestproblem in communication is the illusion that it has taken place.” – George Bernard Shaw 45 1:19 PM
- 46. Developing a “Matrix” •Remember: Your mission is likely a small part of your volunteers’ lives. Don’t over-communicate! • Determine the frequency, methods for your communications • Choose the appropriate channel for each audience • Before you click Send, really consider whether the message truly applies to each and every person receiving it 46 1:19 PM
- 47. Generational Preferences Don’t sendan email when a call would be best… • Always try to respect the preference of each volunteer • Be strategic with in-person meetings • Give courtesy where it’s due 47 1:19 PM
- 48. When do Iwant a response? Typical Response Times for Various Methods How to reach me when you want me to get back to you in… – Phone Call: 30 minutes – Text Message: 2 hours – Email: 48 hours – Mail: 10-14 days 48 1:19 PM
- 49. Good Communication Leadsto… 49 1:19 PM
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- 51. Recognition “Silent gratitude isn’t muchuse to anyone.” – G.B. Stern 51 1:19 PM
- 52. Recognition & Perks “Idon’t need anything! Really!” • Most volunteers shy away from recognition. – (They’re liars.) • Simply including volunteers in your day-to-day operations is enough for most people—and these are the easiest perks to offer! – Continuing Education Credits – Invitations to Staff Meetings – Wellness Program – Department Parties – Letters of Recommendation (grad. school, etc.) 52 1:19 PM
- 53. Volunteer Spotlights inNewsletter Events with Some $$$ Behind ‘em • April: Annual Appreciation Event (Themed) • July: Hospice Center Volunteer Appreciation Event • November: Pre-Holiday Cocktail Party (No agenda; just socialization) Ask their Opinion! • Seek input on programs or projects you’re developing; involving them is recognizing them for their valuable contributions! Feature Articles, Events, etc. 53 1:19 PM
- 54. • Birthday eCards •Coordinators take turns sending • Greeting Cards • Welcome Card: Sent along with identification badge ~2 weeks after orientation session • Thank You: Coordinators send 5 cards/week • Anniversary: Signed during weekly team meetings All recognition efforts are documented in volunteer’s electronic record. 54 1:19 PM
- 55. JourneyCare at the Movies VolunteerBook Club Companion Chats Socialization fast track to engagement Events without a Budget 55 1:19 PM
- 56. Simple tactics that recognize& reward 56 1:19 PM
- 57. Recognition: Jennifer &Julie 57 1:19 PM
- 58. Recognition “Don’t look forbig things, just do small things with great love... The smaller the thing, the greater must be our love.” – Mother Teresa 58 1:19 PM
- 59. Clear Choice “Top 10” TakeAways 59 1:19 PM
- 60. 1. Use carefullycrafted templates to automate your orientation process as much as possible 2. There is NO substitute for great customer service 3. Make your program as flexible as you can “Clear Choice” Take-Aways 60 1:19 PM
- 61. 4. Volunteers areun-paid staff—truly include them in your work and get used to saying “What about the volunteers?” to your colleagues 5. Always facilitate introductions; create safety and clarity in volunteer assignments 6. Measure your program any way you can, attempting to make it as automated as possible, and make improvements “Clear Choice” Take-Aways 61 1:19 PM
- 62. 7. Develop a“Communications Matrix” to ensure you don’t over-communicate 8. Find simple ways to weave appreciation into your every day routine these don’t have to be costly 9. Establish opportunities for your volunteers to develop relationships with one another; create group opportunities wherever possible “Clear Choice” Take-Aways 62 1:19 PM
- 63. 10. Have funwith your volunteers—amidst the everyday work, especially. We don’t do this work because it’s easy; we all do it because it matters. “Clear Choice” Take-Aways 63 1:19 PM
- 64. What’s the worstthat could happen? “Success consists of going from failure to failure without loss of enthusiasm.” – Winston Churchill 64 1:19 PM
- 65. Questions? 65 1:19 PM Kathleen Recchia 224-770-2544| KRecchia@journeycare.org Amy O’Donnell 224-770-2412 | AODonnell@journeycare.org https://www.linkedin.com/in/amykodonnell
Editor's Notes
- #2 Kathleen
- #6 Amy
- #8 Our mission is to make every moment count for those touched by serious illness and loss.
- #9 Mention 5% Requirement Hospice began as a volunteer-driven movement and in its early days relied entirely upon unpaid support to meet the needs of patients and families. In the 1980s there was concern that Medicare certification would alter the prominence of volunteers in hospice, and this fear prompted a regulatory change that made funding contingent upon a certain proportion of staff and volunteers. This requirement—still in effect today—means that hospices like JourneyCare must document volunteer usage in order to verify that their hours represent at least 5% of total patient care hours. Dual Objectives 1. Supporting our patients and families 2. Creating meaningful experiences for our volunteers JourneyCare-Specific Presentation The forthcoming slides will provide details about JourneyCare’s volunteer program only. We are in a state of transition and growth given our merger so we expect our program to continue to grow and change.
- #10 Regulatory requirements have ensured we take our program very seriously but they can also be time-consuming and leave little opportunity to impose change. Our program was developed because of a true need to build our capacity. At the end of March, we announced a merger that has more than doubled the size of our volunteer pool. If our program hadn’t been scalable we would not be successful moving forward. We all do things—big or small—that make our program great.
- #11 Kathleen
- #12 GROUP QUESTION: How would you describe your agency’s philosophy on using volunteers to achieve your mission? Answering some basic questions will help you to get a sense of what your philosophy is as a volunteer program… Is your leadership open to including volunteers in any and every way possible? Do you experience barriers when trying to incorporate volunteers in your work? Final Point: Share how volunteers have shaped the direction of the hospice movement…
- #13 Service Opportunities The more structured, consistent opportunities you can offer your volunteers…the more satisfied they will be. Don’t bend over backwards to create roles for volunteers. However, make sure there are opportunities that offer as much flexibility as possible (scheduling) that meet true needs. Focus a lot of energy on engaging volunteers in multiple areas of your organization. Staff wear many hats and so, too, should a lot of your volunteers. Expectations Commitment forms Call for show of hands to see who uses these when on-boarding new volunteers; briefly discuss pros vs. cons Logging service activity, if applicable Providing notice of vacations, leaves of absence, etc. The more accountability that’s expected, the more valued your volunteers will feel. Perks Perks fall under “recognition” but try to align what you offer to staff with what you offer to volunteers. Discipline — Next slide
- #14 Show of Hands: Have you ever had to discipline a volunteer? LIGHT BULB IDEA: If you are not in a management role and have never had to discipline a volunteer, ask your HR department if they can either teach you about best practices related to performance evaluation.
- #15 When volunteer discipline is postponed—either out of belief that it was a one-time mistake, it if you fear it will create backlash, or if you’re not sure how to go about it—the volunteer oftentimes doesn’t even realize they’ve done anything wrong. Performance Evaluations & Disciplinary Tips Make the time to address this—maybe in a “neutral location.” “Take them out to lunch.” Build, Burn, Build You say something good, tell them the problem and then end with another positive. This is also known as “sandwiching.” Weigh the benefit vs. burden of your honesty Document your conversations—written and verbal. And, if necessary, have them sign a statement. One “bad egg” can undermine your whole program!
- #16 Ron has been a volunteer with us for about 4 years, having joined our team after his wife was on our service. Ron volunteers in our office and also accepts home assignments out in the field. Ron can be somewhat of a “loose cannon” at times. He gets into trouble every now and then like this recent incident… When he was visiting his patient at a senior living facility, his patient was making some disparaging comments about a particular ethnic group and Ron ended up echoing these comments. These comments were made just as the patient’s CNA, a JourneyCare employee, walked into the room. This employee—a member of this ethnic group—understandably upset and filed a complaint against our volunteer. Yes, Ron forgot that he’s a member of the JourneyCare team and essentially insulted a co-worker. But he’s brought a tremendous amount of value to this patient’s life, having recently gone to quite a lot of trouble to get the patient’s TV transported from the patient’s brothers’ house. Ron is extremely coachable. We called him immediately to discuss the situation and he was extremely apologetic, expressed regret, etc. On top of this, Ron has a long history with us. The potential benefit of him being a donor and the countless future patients and projects he would support far outweighs the burden of throwing the book at him hard or, worse yet, firing him. Situations like these are complicated and we don’t always address them the way we should but to ignore them doesn’t do anyone any good. If anything, it harms the program.
- #17 You might find that a more open policy brings new opportunities: Better use of skills-based volunteers Robust youth program, if possible Let your volunteers do the recruiting for you through their positive experiences!
- #18 Amy
- #20 Refer to handout #1 – “Training Calendar” Let’s be honest: How many times have you lost a volunteer because you didn’t respond quickly enough or something fell through the cracks? LIGHT BULB IDEA: Develop a phone list of volunteers who are willing to serve as a reference for your program. Instead of spending 20 minutes on the phone with every interested applicant, offer them an opportunity to chat with someone who has gone through your process! As things have changed in the volunteer world, few things are more important than building a strong relationship from the very start. The worst thing you can do is have someone feel like they aren’t important/needed.
- #21 Refer to handout #2 – “Volunteer Applicant Flowchart” As a time-saver and way to standardize responses, we have developed templates that we can easily tweak so that the recipient immediately feels engaged. Staff cross-training; better coverage for vacations, maternity leaves, etc.
- #22 Communication Be nice and never write people off! Always follow-up with “no-shows” in a positive way. You never know who your applicants know—even if volunteering might not work out for them, they might tell other people about you! JourneyCare is in a position where referrals are crucial, so customer service is of paramount importance. Flexibility There are lots of ways to be flexible with your onboarding “pipeline.” When people make the decision to start volunteering, they’re ready NOW. Meet them there! If training is your first step, send people paperwork in advance of the training. Encourage them to start online training or to get a necessary test in advance (e.g., TB test). LIGHT BULB IDEA: If you don’t have online training or something else they can complete now, direct applicants to an interesting news article or a YouTube video that speaks to your mission! Facilitate Introductions You wouldn’t do a “blind transfer” on the phone… Always facilitate introductions or tell them who they will be meeting with. They know you—not John, who they’ll be helping with this data entry project…
- #23 Make sure you say—early and often—that you’re there to support them with whatever they need.
- #24 Create a “complaints are a gift” atmosphere with your volunteers. We focus a lot of energy on ensuring our volunteers are providing good customer service to our patients, but we as coordinators need to recognize that our customer service to them is just as important. Take complaints seriously, follow up, and make improvements.
- #25 Kathleen & Amy
- #27 Explain what JourneyCare’s training used to look like (back-to-back Saturdays covering 16 hours). Discuss why we made the change to incorporate online education.
- #28 Explain what training used to look like and why we made the change to incorporate online education.
- #29 Amy If you have a very tight training process, consider having a more “open door” policy that allows people to “audit” your training.
- #30 Exceptions Example: Michael McMeins and his 11-year-old granddaughter If you’re not very tired after a training then you’ve got some room for improvement. It’s very draining to be “on” for the duration of a training. However, that’s the kind of experience that people are looking for and will remember.
- #31 LIGHT BULB IDEA: Consider having a current volunteer write thank you notes to those who are new, welcoming them to the team—from one volunteer to another!
- #32 Involving existing volunteers makes your job easier and more fun! Have you found that your training/orientation program meets your needs? Are there any questions about onboarding that we can address before we move on? LIGHT BULB IDEA: Consider using a panel of current volunteers who can share their experiences and, if you have a lot of paperwork, find someone who can be your assistant! Your focus should be on connecting with your new volunteers—not spending time checking paperwork, taking ID badge photos, setting up food, etc.
- #33 Amy
- #35 Refer to handout #5 – Appreciation Event Infographic
- #36 Sue joined our team in January 2015. Soon after, Sue accepted her first patient assignment and attempted to make an initial visit with her patient in Crystal Lake on February 10th. Sue’s patient, Delores, lived at a senior living facility and to visit Delores Sue connected with a certified nursing assistant at this facility. The CNA told Sue that her patient was eating and then she walked away. She left Sue standing in the hallway for 20 minutes before Sue finally just walked out. What a horrible first experience as a hospice volunteer! It’s these kinds of experiences where you can lose someone forever—after investing all of your time and resources (including the $ to run a background check) to bring them on board.
- #37 Initially Refer to handout #4 – “NVO Evaluation Form” Use evaluation forms for your training/orientation process to continually improve your presentation. There isn’t a month that goes by that we don’t tweak some element of our NVO due to comments received. Get peoples’ feedback when you have their attention! Sending surveys later will lead to poor response rates. Daily Consider asking volunteers to rate their experience with each activity (“Your satisfaction with today’s volunteer experience.” rating 1 – 5) We have implemented this tool and on countless occasions have been able to follow up with volunteers to address their concerns and dissatisfaction. This information also helps you to identify certain departments to team members who may need some coaching. Just because anecdotes or passing conversations aren’t formal does not mean that information isn’t valuable. If a volunteer expresses a feeling of satisfaction or dissatisfaction to you, there’s a good chance someone else feels the same way but just hasn’t spoken up.
- #39 The challenge is that this is very mission-specific. Above all, you want to demonstrate impact. Cost Savings through Volunteer Usage IndependentSector.org
- #41 Be ready and organized; have the necessary supplies and instructions written down Call your volunteer to cancel if you are not ready; that’s far preferable to having them arrive to find you’re not ready Volunteers have skillsets and talents that they bring to the table; they can help you in ways you might not have thought of Allow volunteers to make decisions and bring something of themselves into each assignment
- #42 So what actually happened with our volunteer Sue? Well, because we have a system that tracks volunteers’ satisfaction with each and every service activity, we knew right away what happened. We saw that Sue rated her experience as “Very Dissatisfied” and called her right away. We involved the team who was supporting her patient, Delores, and brought them into the loop. We coordinated having a clinical team member join Sue on her next visit. Ten days later, a team member joined Sue at the facility to visit with Delores. Sue’s comments from that visit indicated that she visited with Delores—she talked to her, held her hands, and went to the lunchroom with her. She rated that she was “Very Satisfied” with this visit. Since February, Sue has accepted several patient assignments. She’s already contributed 36 hours to our mission and has helped us develop a mentoring role we’ve titled “Companion Coach” that will help new volunteers go on their first visit with the support of a coach.
- #43 Volunteer programs typically aren’t evaluated with a fine-tooth comb. It’s up to YOU to set the standards and benchmarks for your program. If you can show (through numbers) your cost-savings, your community impact, etc. then you will be more likely to acquire needed resources for your program. LIGHT BULB IDEA: Consider adding a “Volunteer Scorecard” to your newsletter that lists accomplishments—or maybe an agency scorecard (e.g., # of clients served, dollars raised at XYZ event). Ex. 2013 – first annual evaluation in several years. One of the major themes was lack of clarity in in-patient center volunteer roles. Bottom Line: Our work is dynamic. If you survey your volunteers you better have intentions to act on their feedback to make real change happen. Not doing so is a very easy way to erase some of their trust in you and your program.
- #44 Ultimately, consistent tracking will help you to demonstrate some pretty significant volunteer impact. It’s not always about the number of volunteers and the total service hours. Volunteers want to hear about the impact they’re having on your mission. For example: How many pets found new homes? How many adults with a disability earned a paycheck this month with volunteer support?
- #45 Kathleen
- #46 Close the loop!
- #47 Refer to handout #3 – “Communications Matrix” Generational Differences Our Youth Advisory Board (high school students) is unreachable unless we send them a text message. They do not read email and typically won’t answer our calls.
- #50 A program that effectively communicates with its volunteers is strong. Your volunteers will be happier, more engaged, and more eager to help out when asked (and when they aren’t, too!).
- #51 Kathleen Audience Question [using notecards provided]: What are some things that you do? Take a notecard and write down your NAME and your FAVORITE THING that your agency does to recognize volunteers… At the end of the presentation, we’ll pick a random winner to win a great prize: a deck of conversational “Chat Pack” cards you can use at volunteer trainings, mixers, or even as a gift for an awesome volunteer. We will also compile everyone’s suggestions and share with the group after the conference.
- #53 Most people balk at your praise but, truthfully, everyone likes to be told that they’re appreciated and they do a good job. Ex. Linda Clark Linda habitually avoids celebration and appreciation events. She shies away from our “thank you’s” every time and says it’s not necessary. However, she finally indicated disappointment about never being featured in the “Volunteer Spotlight” in our bi-weekly IPU (in-patient unit) volunteer newsletter. So we rectified that immediately and she was thrilled.
- #54 Believe it or not, “high profile” volunteer opportunities are a form of recognition! Hand-selecting volunteers for a prestigious need will flatter almost anyone. Example #1: We were in a position last fall and earlier this year when we needed to hire three new volunteer coordinators. We jumped on these opportunities to involve three volunteers in the interview process, soliciting their input about the new team members we were looking to bring on board. Example #2: We had volunteers review this presentation. We did a test run-through to seek their input.
- #56 Examples JourneyCare at the Movies a no-cost event that was basically a “group trip to the movies” Volunteer Book Club a volunteer-driven group formed in October 2014 to bring volunteers together each month to discuss books related to the field of hospice and end of life care Companion Chats this was suggested by volunteers but also fills a need we have long recognized; volunteers visiting patients in the community can often feel isolated in their work and connecting them with others will help them to process, troubleshoot and feel engaged Things to Keep in Mind Think outside the box when developing recognition tactics to support your volunteers. Events don’t have to cost you anything; you do need to create the opportunities, though. Creating opportunities for volunteers to meet and socialize with one another puts some on the fast track to engagement. Remember: Many volunteers joined your cause because they wanted to meet new people and feel connected to your cause!
- #57 Examples Book Club used one of their monthly selections as the “door prize” at our annual appreciation event Birthday Candy Bars a small, low-cost way we can recognize our volunteers Monthly Documentation Drawing a tactic that both improves documentation performance and rewards volunteers Business Card Drawings if you win a lunch for 10 (or similar prize), share it with some key team members! Involve other departments! Get them to help you recognize volunteers during National Volunteer Appreciation Week (April) Other Ideas Let them pick the theme for an upcoming training or event
- #58 Julie and Jennifer’s mother was cared for in our Barrington Hospice Center in February 2014. They come from a HUGE family of 21 children and their mother was an amazing cook and avid baker. They even published a family cookbook! Their mother was the reason they came to us as volunteers and especially gravitated towards our Volunteer Baker job. Over the course their first few months last summer—as we were getting our kitchen volunteer roles off the ground—these two ladies and their sister-in-law Paula—truly took ownership of our kitchen and ensured this volunteer-led program was successful. Week in and week out, these ladies consistently come in on Monday mornings to bond over baking cookies, muffins and other goodies for the patients and families staying with us. They were very happy with their experience and we could rest confidently in that, knowing we’d have their continued support. But we wanted to do something to thank them and recognize them. So we asked them if it would be OK for us to make a plaque to hang in the kitchen that memorializes their mom. They were so touched—we all were crying in a meeting with them. And we hung this amazing piece in our kitchen—they chose the picture and determined the wording. And it only cost us about $12 through an excellent new vendor.
- #59 You don’t have to go gang-busters and have a huge bash for your volunteers. Sometimes, it’s the little things that show you care the most.
- #60 Kathleen
- #66 Kathleen & Amy Don’t forget: Drawing for Chat Pack deck!