This document proposes ways for the NAACP St. Petersburg Branch to improve its client intake ratio for resolved complaints. It suggests enhancing student recruitment to increase the number of trained volunteers. Establishing a relationship with Stetson Law students who previously volunteered successfully and providing experienced volunteers and legal support for training could help retain qualified volunteers. With more manpower from an enhanced recruitment and training strategy, the proposal aims to eliminate peaks and valleys in volunteer retention to ultimately improve the resolution ratio for client complaints.

1. NAACP
Legal Redress Proposal to Improve the client intake ratio for resolved complaints by
redirecting focus to enhancing student recruitment
Delivered to Regional Davis
Vice President of The NAACP St. Petersburg Branch
April 2014
Eleanor Rogers/Legal Redress Volunteer
Business Communication Polishing Your Professional Presence
eroger9live@spcollege.edu

2. NAACP Overview
How can we improve the NAACP volunteer process to
increase the resolution ratio?
Areas of focus:
Housing
Employment
Legal
Education
Age
Sex

3. NAACP
St. Petersburg, Florida Branch 2014
High Timeline
from client
complaint
intake
to Resolution
Complaint
Intake
High
to Resolution

4. Key Factors
Training - Support Staff - On Staff Lawyer
 What Works – What Can Be Improved?
Stakeholders
 Process for logging and processing complaints/concerns 1st/Main Audience
(format) Clients
- Improving the Process to Recruit and Retain qualified volunteers to address
Complaints/Concerns
-Surveys show more workshops & community events
1. Empowers the community 2nd Audience
2. Betters the community and increases safety for all residents Community

5. -Risks & +Benefits
The process for recruiting and training
volunteers - enhanced and improved with
Law students-Trained volunteers-Support
Staff-On Staff Lawyer
+
Clients & Community
Empowered
Educated on important Topics
Topics of Concern
Other key topics
-
Miss-representation
- Law Suits
+
Increased # of committed and
trained volunteers
High
Recruitment
Complaint
Processing
Resolved
complaint
High Intake

6. Opportunity
Success Factors
• Recruiting = dedicated volunteers with time to commit
• To Provide Enhanced training = Improving the Volunteers commitment
Enhanced collaboration with Colleges, the community, and the NAACP networking pro-
actively with all stakeholders

7. Analysis of Alternatives
Legal Redress
Civil Rights
On-Staff
Lawyer
Education
Sex/AgeHousing
Employment
2014 2015 2016 Anticipated Results
Volunteer Analysis
Enhanced Student Recruitment
Membership Drive
Enhanced Student Recruitment & Membership Drive
Continue with current membership drives-Enhancing student recruitment-
Combination

8. Strategic Option
Proposal to eliminate the low and high peaks to retaining volunteers and
to improve the resolution ratio.
• Stetson Law students have worked with Legal Redress in the past
successfully. Re-establish that working relationship
• Train all volunteers, including the Stetson Law students on the NAACP
office procedures to increase efficiency and retain qualified volunteers
Continue membership drives & enhance student recruitment
• Provide Experienced Volunteers, Executive Board Members, and On-Staff
Lawyer to be readily available for support.

9. Final Recommendations/Call to Action
Recruit additional manpower needed to accomplish goals efficiently
Enhance Training & Legal Support=Retains committed volunteers
All Stakeholders Benefit
High Compliant Ratio to Low
Volunteer Ratio
>> Resolution
Community Work Shops &
Civil Rights Info sessions =
Empowered
Enhanced Volunteer
Training -Stetson Law
Students Recruited-
Support staff-On Staff
Lawyer = Higher Resolution
ratio

10. References
Snyder, B. S. (2014). Business Communication Polishing Your Professional Presence. Upper Saddle River: Pearson.
http://www.google.com/url?q=http%3A%2F%2Ffaculty.valenciacollege.edu%2Fegaythwaite%2Fdocuments%2FLO3_
Artifacts%2FProblemSolutionOutline_Illiteracy_Phillip%2520Baucom.pdf&sa=D&sntz=1&usg=AFQjCNEn78xlzovVEIWlXdNiP22zMWmv7g
Anderson, T. (2014, April). NAACP Legal Redress Volunteer. (E. Rogers, Interviewer)
Davis, R. (2014, April). NAACP Vice President. (E. Rogers, Interviewer)