Researched, formulated, and administered a satisfaction survey to sixty East Georgia Red Cross volunteers

1. Satisfaction Study
2
0
1
3
Inquiry into commitment, contentment, &
overall satisfaction
Red Cross – East Georgia Chapter
Brandon Addington
10.22.13

2. 1
Executive Summary
Introduction:
Working under increasing constraints creates difficulty in the workplace. In order to effectively promote
healthy change at the Red Cross, we must fully understand our stance with the volunteers. The following
study is structured for insight from the backbone of the Red Cross, the volunteers. By better understanding
the thoughts, hopes, and needs of the American Red Cross volunteers, we will be able to work towards
more efficient management and volunteer involvement.
Objective:
To identify reasons for volunteer satisfaction and dissatisfaction with the Red Cross as an organization
and the East Georgia Chapter (EGA) Emergency Services Department. The aim is to improve overall
satisfaction within the volunteer base resulting in increased engagement, commitment, contentment,
collaboration, and retention.
 Gain individualistic insight from the East Georgia Red Cross volunteer base
 Understand the “why” behind volunteerism
 Identify volunteer contentment and satisfaction
 Gage volunteer retention and circumstances that affect volunteer rate
 Unearth inherent leaders with a passion for the Red Cross mission
 Promote sustainability, longevity, and success
Methods:
The survey was constructed in August of 2013 and was administered from September 28th
, 2013 until
October 11th
, 2013. An invitation to participate was sent out through email to all fully trained (FT) and
trainee status (N) volunteers. The survey was conducted by means of phone interviews. All participants
were assured full confidentiality. The sample was comprised of 60 active (FT or N) East Georgia Chapter
Red Cross volunteers. The 60 volunteers were split among five Red Cross personnel, each responsible
for conducting twelve telephone interviews.
Location:
Chapter - East Georgia Chapter
Address - 490 Pulaski St.
City, State - Athens, GA 30601
ECODE - 11189
Territory:
County Coverage - Banks, Barrow, Clarke, Elbert, Franklin,
Greene, Hart, Jackson, Morgan, Madison, Oconee, Oglethorpe,
Stephens, and Walton
Leadership:
Interim Executive Director - Regina Sockman
Interim Emergency Services Program Manager - Bené Hunter http://www.redcross.org/ga/athens

3. 2
Findings
Response Rate:
 Surveys Distributed: 60
 Survey Response: 37
 Response Rate: 62%
- General Rule: Response Rate > 50% is sound
- High rates mean that the volunteers are heavily invested in the organization,
want to see the chapter thrive, and feel responsible for the Red Cross’ success
Question Index:
1. What is your earliest memory of the American Red Cross? How did this shape your beliefs about the
organization?
2. How did you first get involved with the organization? How long have you now been a volunteer?
3. What is the fondest/most fulfilling memory you have as a volunteer? What is the worst experience
that you have encountered during your tenure?
4. Have your thoughts about the American Red Cross changed during your time with the organization?
5. What attracts you to working as a Red Cross volunteer?
6. Where do you see the East Georgia Red Cross Chapter in three years?
7. What do you hope to get as a return for your time invested with the Red Cross?
8. Our organization has encountered many changes over the past few years. Of these shifts, which have
most directly impacted you? How did the changes make you feel? What suggestions do you have
regarding the RC’s transition into the future?
9. Do you feel rewarded by the volunteer work that you currently do? Do you feel that your skills are
put to the most effective use? If not, how can your skills be more appropriately utilized?
10. What are your ultimate goals as a volunteer? What is most important to you as a member of the
American Red Cross?
11. Do you feel that your efforts are valued?
12. Does your work with the Red Cross provide fulfillment and a sense of accomplishment?
13. What characteristics make for a reliable and effective volunteer? What makes for a good leader?
14. Based on your background, education, and work experience, what special skills/traits do you possess
that could advance the American Red Cross mission?
15. What questions, comments, suggestions, or concerns do you have for correcting mistakes of the past
and pressing positively towards the future?

4. 3
Analysis:
1. What is your earliest memory of the American Red Cross? How did this shape your beliefs
about the organization?
This question is meant to provoke the brain, provide nostalgia, and segue into the interview. The most
pronounced findings were that 24% of the participants first experienced the Red Cross though media and
public outreach. A surprising 19% of participants became involved after personally experiencing Red
Cross aid in some way. Public outreach is paramount to the success and sustainability of the Red Cross.
Recent clients could potentially make great recruits if handled with tact.
2. How did you first get involved with the organization? How long have you now been a
volunteer?
This question is meant to provide an understanding of where the Red Cross volunteers come from, what
they are doing, and hopefully, where they hope to
go. 27% percent of the volunteer base became
involved because of someone close to them,
showing that simply asking others to volunteer can
go a long way. Five percent of the sample
population became involved after experiencing Red
Cross aid first hand. When people take a look at
where they have been and how far they have come,
it is a refreshing reminder of what is important to them. By averaging the tenure of all of the volunteers,
0% 20% 40% 60%
Giving Blood
Personal Experience
Media/Public Outreach
Other
11%
19%
24%
46%
After A Disaster 6 16%
Spouse/Family/Friend 10 27%
Wanted To Volunteer 7 19%
Outreach/Classes 5 14%
Other 9 24%
Total 37 100%
Church 1 3%
Related skillset 1 3%
Company 1 3%
Scouts 1 3%
Work Study 1 3%
After Retiring 2 5%
Impacted By RC Aid 2 5%
Total 9 24%
Other
Giving Blood 4 11%
Personal Experience 7 19%
Media/Public Outreach 9 24%
Other 17 46%
Total 37 100%
After A Disaster 6 16%
Spouse/Family/Friend 10 27%
Wanted To Volunteer 7 19%
Outreach/Classes 5 14%
Other 9 24%
Total 37 100%
0% 10% 20% 30%
After A Disaster
Spouse/Family/Friend
Wanted To Volunteer
Outreach/Classes
Other
16%
27%
19%
14%
24%

5. 4
we see that the typical Red Cross volunteer has been serving the organization for approximately 7.4 years,
further showing the dedication of our volunteer base.
3. What is the fondest/most fulfilling memory you have as a volunteer? What is the worst
experience that you have encountered during your tenure?
This question expands on the previous, allowing a more in-depth understanding of what is important to
the Red Cross volunteers, as well as insight about their dislikes and weaknesses. The data shows that
volunteers really enjoy disaster relief experiences.
Over 49% reported that their most fond memory was
aiding at a disaster. One respondent said, “helping
people cope warms my heart.” Other volunteers enjoy the meetings, drills, and when everyone is engaged.
On the other hand, 22% volunteers say that their worst experience involves a burn case in some way.
Another positive is that 24% of respondents claim that they do not have a worst experience, but the 14%
of respondents who lack fulfillment because of everyone’s lack of engagement is distressing. Overall, it
seems that the good outweighs the bad. As one upstanding volunteer put it, “there are too many fond
memories to choose from.”
0% 10% 20% 30% 40% 50%
None
Disaster Relief Experiences
Helping People In General
Receiving Client Gratitude
Other
8%
49%
16%
11%
16%
Fondest 0% 5% 10% 15% 20% 25% 30%
None
Burn Cases
Disaster Relief Experiences
Lack of Engagement
Other
24%
22%
14%
14%
27%
Worst
None 3 8%
Disaster Relief Experiences 18 49%
Helping People In General 6 16%
Receiving Client Gratitude 4 11%
Other 6 16%
Total 37 100%
None 9 24%
Burn Cases 8 22%
Disaster Relief Experiences 5 14%
Lack of Engagement 5 14%
Other 10 27%
Total 37 100%
My First Call 1 3%
Office Work/Coordinating 1 3%
Teaching 1 3%
Too Many To Count 1 3%
Meetings/Drills/Engaged Volunteerism 2 5%
Total 6 16%
Other
Clients Greed 2 5%
Cannot Get Promoted 1 3%
Lack of Connection To Volunteers 1 3%
Bad CPR Teacher 1 3%
Lacking Time 1 3%
Meetings 1 5%
Steering Committee 1 5%
Cannot Cross-Train 1 5%
Total 9 32%
Other

6. 5
4. Have your thoughts about the American Red Cross changed during your time with the
organization?
This question is aimed at providing insight on the overall climate at the Red Cross’ East Georgia chapter.
It can say much about the volunteer base as a whole. Parameters such as contentment, flexibility, and
each volunteer’s tolerance of ambiguity are important to understand. The results from this question are
somewhat alarming. Of the 37 participants surveyed, 59% of them have noticed organizational change.
Of these 22 volunteers, 36 % (8) of them have noticed positive transformations, but also, 36% (8) of them
have perceived the changes of the near past in a
negative light. The other 27 % (6) of the
participants have observed both positive and
negative shifts at the Red Cross. Looking at the
pros/cons chart, it seems that the unhappy
volunteers have issues with national procedure and
mandates, while others have noticed positive
transformations like growth, resiliency, and
learning. One states, “with current national
leadership, we are losing momentum and touch
with the mission.” This is a question with
interesting tendencies. It seemed to cause a spark
in the participants.
5. What attracts you to working as a Red Cross volunteer?
By better understanding the reasons behind Red Cross volunteerism, many possibilities open up.
Uncovering what led the participants to volunteering here can in turn help methods for recognition and
recruitment. Knowing the “why” behind volunteerism in your base can give more strategic focus when
recruiting other like-minded individuals. Going
along with the previous trend, the volunteers seem to
be most interested in helping others, with 54%
stating that helping others attracts them to the Red
Cross. Empathy provides self-esteem and a sense of
Better
37%
Worse
36%
Mixed
27%
Yes
0% 20% 40% 60%
Helping Others
Give Back
RC Mission/Values
Other
54%
11%
11%
24% Helping Others 20 54%
Give Back 4 11%
RC Mission/Values 4 11%
Other 9 24%
Total 37 100%
Attraction to RC
It Is In My Blood 1 3%
Leaders/Fellow Volunteers 2 5%
Skill-Fit 3 8%
Spare Time 2 5%
Spouse 1 3%
Total 9 24%
Other
Yes 22 59%
No 15 41%
Total 37 100%
Thoughts Changed?
Better 8 36%
Worse 8 36%
Mixed 6 27%
Total 22 100%
How Are They Different?

7. 6
self-pride. The most interesting result is the 8% of the respondents who stated that they work at the Red
Cross because it affords job and skill fit. Most people are comfortable with what they know, so it is not a
surprise that they stick with what they know. So, we now know that people seek volunteer opportunities
to best match their skills. We know the different Red Cross job requirements. Recruitment can be more
calculated and effective by seeking out the people within the community with the Red Cross skill set,
rather than hoping that they come to us. Another interesting result is that, quite often, people begin their
efforts because of their spouse. We need to encourage more family interaction and inclusion to bring
people in. Overall, I saw positive trends within the results to this question. It was about unanimous that
the volunteers were interested in helping others in need. Most surprising was the social aspect of
volunteering. Six respondents (16%) mentioned that the Red Cross provides an opportunity to work on a
common goal with like-minded people. One volunteer mentions liking “helping people and the
camaraderie, but we only see each other once a month.” Another says, “I enjoy working with other
volunteers and the social aspect, especially because everyone has a common goal.” “I like the dedication
and motivation that the director tries to convey at the meetings, and working with the other volunteers.”
The social aspects of volunteering offer great potential for growth and success. When the volunteers build
bonds and feel emotionally connected to their co-workers, they are much more likely to enjoy what they
do, be accountable, committed, and engaged. Though many of the respondents did not mention the
socialization aspects of volunteering, stronger ties within the base will translate to stronger ties with the
Red Cross, and thus, will produce a more involved, content, and effective group of volunteers.
6. Where do you see the East Georgia Red Cross Chapter in three years?
This question enacted an interest in some of the
participants. Of the 37 participants, 49% (18) said
that East GA Chapter would be stronger. One
volunteer was very forward thinking regarding the
UGA club. Their hope is to see UGA bringing in
1/3 of our chapter’s funding. In three years, it will
be the 100th
anniversary of our chapter. A major
concern among the participants is the Executive
Directors resignation. One respondent stressed, “I
am not sure of the future of our chapter. With Jeff
leaving everything is uncertain.” There is much
incertitude within the base because of Jeff Taylor’s
departure. Most of all, they seemed concerned
with his succession and what his parting actually
means for the chapter. They also really feel that a
new building is required and hope to see more
volunteers, and more training. Currently, the East
Georgia Chapter covers 14 counties surrounding
the Athens area. Many volunteers are concerned
about the feasibility of serving an ever-growing
coverage area without the chapter growing itself.
With the recent loss of the director, our paid staff
of two, an overcrowded and outdated facility, a
rapidly aging population, and a trend towards
chapter-wide disengagement, there is worry and
0% 20% 40% 60%
Not Sure
Stronger
Other
30%
49%
22%
Not Sure 11 30%
Stronger 18 49%
Other 8 22%
Total 37 100%
Chapter In 3 Years?
Stagnate 3 8%
Absorbed by Atlanta 1 3%
Room for Improvement 1 3%
Senior management more stable 1 3%
More coverage, but with same # volunteers2 5%
Total 8 22%
Other

8. 7
dissent in the air. This question hit at the heart of our struggle, and there seems to be a general uneasiness
among the volunteer base.
7. What do you hope to get as a return for your time invested with the Red Cross?
Knowledge about what the volunteers hope to get as a return for their time invested with the Red Cross
can be beneficial to many HR and organizational functions. Though many of Red Cross volunteers believe
that they do not want anything in return for their volunteerism that just seems against human nature. On
a yearly basis, there are about 64 million volunteers in the United States. Why is this statistic so high? Is
it to help others? Maybe it is for personal gratification. The fact is that it is hard to say why people donate
their time. Sometimes, I think that the volunteers themselves do not even know. By asking what it is that
they hope to get out of volunteering, we can begin
to understand more about the factors that led them
to the Red Cross in the first place. We need to know
the "why" so that we can remind them why it is that
they volunteer. The “why” can at least allow us to
target their intrinsic motivators. Over time, people get in a rut and often forget why it is that they do certain
things and take certain actions. Sadly, time can take a toll on one’s sense of purpose. It is important to
continually provide rewarding work and to not allow stagnation to set in. Reasons for volunteering can
even change with time. It is an important measure to follow.
I originally thought this to be a very telling question, but the results were less than stellar. Asking about
their hopeful return on investment (ROI) seemed almost offensive to many. Even more baffling, most of
them really did not seem to know an answer. Out of the 37 participants, 8 (22%) of the respondents stated
that they were not looking for any return for their donated time, almost as if it is something that they had
not ever asked themselves. Over half, 21 (57%) of them responded by stating the “satisfaction of helping
others” is their return for volunteering. The other 8 (22%) participants had an array of answers. Some
seek appreciation, some experience, and others just want to participate in a good cause. Despite the 57%
of volunteers who expressed that helping was the ultimate return, it is trivial and alarming to me that most
of them do not know the answer to this question. The general consensus regarding expected ROI is
essentially “Nothing. We do our own thing and spend our own money. Not in it for the benefits or
returns.”
0% 20% 40% 60%
None
Satisfaction
Other
22%
57%
22%
Appreciation from Chapter 1 3%
Rewarding Experience 1 3%
Chance to Participate 1 3%
Respect in Community 1 3%
Sense of Accomplishment 1 3%
Emotional Fulfillment 1 3%
Seeing Relief From Suffering 1 3%
Not Wasting Life 1 3%
Total 8 22%
Other
Not Looking For Return 8 22%
Satisfaction of Helping 21 57%
Other 8 22%
Total 37 100%
Desired ROI?

9. 8
8. Our organization has encountered many changes over the past few years. Of these shifts,
which have most directly impacted you? How did the changes make you feel? What
suggestions do you have regarding the RC’s transition into the future?
From leadership changes to budget cuts, there have been numerous organizational transformations at the
East Georgia Red Cross Chapter. Though these changes may be national directives, the volunteers sense
exclusion when it comes to policy and direction considerations. Overall, the volunteers seem very risk
adverse in nature and have a low tolerance to ambiguity. This is alarming news considering the business
that we are in and the work that the Red Cross inherently does. I began with the intent of utilizing this at
the midpoint of the interview. This proved to be a good idea because there was much chatter revolving
around this topic, and this presented them with a great forum for discussing past mistakes and future
success. Out of the sample population that was surveyed, a staggering 81% (30) of the recipients had
nothing positive to say. A discouraging 43% of the volunteers stated that the organizational transformation
Negative 16 43%
Positive 4 11%
None/NA 14 38%
Other 3 8%
Total 37 100%
Organizational Change Concensus
0%
10%
20%
30%
40%
50%
Negative
Positive
None/NA
Other
Positive Transformation
DS is less disorganized, making things easier
More stable leadership changes
CAC Cards are a great help, Local DATgroups are good
Changes in DAallowmore help and faster responses
Negative Transformation
Increased paperwork/requirements. Bad instructional material. "Feel more like a puppet than operative."
"I do not like the pace at which changes are made."
Deployment and deployment procedure is nowterrible. "You must nag someone to get deployed."
There seems to be more consolidation and regional shifts
Online classes not user-friendly. "People work for rewards and certificates, rather than getting experience."
National implements policies on without testing them first, and they fall short of expectations.
Online class sign-ups are not the best
"National often implements untried policies that don't seem to work."
The ITDepartment is terrible. "National does not test what they implement, so I feel that they don’t care and have thought of quitting because of it."
With the DSHR classes being online based, problems often occur and no one has solutions. Classes are often canceled because lack of people showing.
The changes required to fill out the client casework information made me feel that my skills were lacking.
There seems to be a lack of engagement. The technology is great, but does little to help our cause.
"The shelter changes are bad. I do not do shelters anymore because of them."
Having to use computer forms is a burden. "The RC is not interested in those who don't use a computer."
Lack paid staff, yet our coverage is ever-expanding.
"The RC combines and cuts back, and the volunteers are expected to pick up the slack."
The volunteers do not get the support that they used to. "The remaining paid staff is stretched too thin, causing a burden on the volunteers."

10. 9
of the past few years has been a negative experience. This goes to show that the volunteers are invested
in the development of the Red Cross, but they do not feel part of its evolution. As one puts it, “national
seems to implement policies on the volunteer base without testing them first. They often fall short of
expectations.” This sentiment is a prevalent trend among the answers. “I do not like the pace at which
changes are made.” People seem uneasy with all of the administrative requirements that go along with
their job. “With the increased paperwork and requirements I feel more like a puppet than an operative.”
Another common trend is that many feel as if there is a unanimous lack of engagement among the
volunteer base and that the chapter is overworked and underpaid. On the other hand, “the changes
revolving around damage assessment allow us to help more victims. Response times are faster, and we
have good leaders.” “CAC Cards are a great help.” There are positive changes around, but the meat of
this question lies in the uneasy climate and the volunteer’s overall lack of connection with national
directives and vision.
9. Do you feel rewarded by the volunteer work that you currently do? Do you feel that your skills
are put to the most effective use? If not, how can your skills be more appropriately utilized?
As a volunteer, it is important to feel appreciated. When extrinsic motivators are not in play,
considerations must be made. From question #7, we saw that only 3% of the sample population desired
an extrinsic reward for the time that they donate
with the Red Cross. An astounding 85% of the
respondents reported that they were only
interested in obtaining intrinsic rewards for their
volunteer service. These people are obviously not in it for the money. In order to retain a stable volunteer
base, characterized by engagement, high morale, low turnover, and high satisfaction, it is imperative to
understand why they give their time to the Red Cross. If we cannot answer that question, how can we
expect provide them with a fulfilling experience.
Of the volunteers who responded, 81% (30) believed their skills to be fully utilized. This is good news.
The 19% (7) people who stated that their skills are not currently fully utilized are potential. They are
seven volunteers that we need to follow up with. It is important to the sustainability of our chapter and
the Red Cross in general to deliver a rewarding experience to every volunteer. The data shows that those
who volunteer want to efficiently use the time that they give. It is our job to facilitate this. The 19% who
said that their skills are not fully utilized are a blessing. If they are willing to admit that they have more
to give, it most likely means that they are willing to give more, assuming that they would be wary to
respond if they were not interested in a more involved form of participation. So, essentially what we have
here is capacity. The seven underutilized volunteers can elevate our system’s capacity to serve our
coverage area. It is up to us to enable this process of assessment, discovery, and involvement.
Yes 34 92%
No 0 0%
It Varies 3 8%
Total 37 100%
Yes
92%
No
0%
It Varies
8%
Do you feel rewarded by the work
you do with the Red Cross?
Yes
81%
No
19%
Are your skills fully utilized?

11. 10
10. What are your ultimate goals as a volunteer? What is most important to you as a member of
the American Red Cross?
To provide a rewarding experience to our
volunteers, a personalized approach at understanding is needed. Unearthing common goals among the
volunteers will help guide many aspects of volunteer management. These goals are also crucial to
understanding what is important to them as volunteers. Insight into volunteer goals and areas of
importance can aid the Red Cross in providing their contributors with meaningful work. Of the
respondents, 35% (13) said that serving the community and others is their ultimate goal as a Red Cross
member. This is a recurrent theme that has emerged throughout this survey process, and seems to be a
major contributing factor to the success of our great organization. There were five (14%) volunteers who
stated that advancement to a certain position or role was their goal. This is valuable information, as it
gives us a direction to look for inherent leaders amongst our volunteer base.
An understanding of what is important to our volunteers will make it much easier to provide rewarding
work. Knowing what they find meaningful can help match each individual volunteer with a respective
role that will best fit them. Enhanced job-fit will go great lengths towards increasing the overall
effectiveness of our chapter. A synergy between the volunteer’s interest, capability, and the position that
best fits their personality and skillset is a must in order to maximize capacity, efficiency, and effectiveness
within our chapter. Continuing with the trend, 41% (15) of the respondents said that helping others and
serving the clients was most important to them. Another 22% stated that excelling and commitment to
the Red Cross mission and values is meaningful. Now that the commonalities in the volunteer base are
becoming clearer, that information can be used to bring together a more effective group of like-minded
individuals.
0%
20%
40%
Ultimate Goals
Serve Community and Others 13 35%
Conrtribute to RC Mission/Values 8 22%
No Response/NA/Unsure 6 16%
Advancement to Positon/Role 5 14%
Stay Active and Involved 5 14%
Total 37 100%
Ultimate Goals
0%
20%
40%
60%
What is Important?
NA/Unsure 2 5%
Helping Others and Serving Clients 15 41%
Excelling and Commitment to RC 8 22%
Sustainability 2 5%
Postive Mark on Client 3 8%
Other 7 19%
Total 37 100%
What is Important?

12. 11
11. Do you feel that your efforts are valued?
This question is an intended gage for contentment within the Red Cross volunteer base. As the previous
results have suggested, it is important to provide the
volunteers with gratifying work. Having a meaning
to what they do is the main reason many of the
volunteers give their time. No matter the reason for
donating time, everyone likes to feel appreciated.
Going even further, some of the volunteers even
participate to receive appreciation. Knowing this,
recognition is a crucial key to unlocking a content
volunteer base. Many of our volunteers spend their
valuable time and money in the name of the Red Cross
mission. In order to keep these individuals focused
and dedicated it is important to provide work and an
environment that allows to them to feel valued. Each
person is different and has their own unique set of
skills to contribute, but one commonality between
them all is that they want to be a valued volunteer.
Attitude is key to the non-profit world. It is imperative
to promote a collaborative environment that
appreciates the efforts of all. Someone lacking
appreciation makes for a volatile volunteer. To skirt
high turnover in our organization, the Red Cross must
be a welcoming place to volunteer. Overall, the East Georgia Red Cross Chapter highly values its
volunteers. With 73% (27) of the respondents stating that they feel that their efforts are valued, our chapter
is on the right track, but it does not stop there. Volunteer management is a continuous process. Often it
comes down to trial and error. Considering that 27% (10) of the volunteers who responded did not feel
valued, there is much area for growth and improvement. Two volunteers flat out felt that their efforts
were not valued at all. Every group has dissenters, but an informed manager must make every effort to
outwardly value the work that the volunteers do. Times can get hectic. People are overworked and the
environment is stressful, but a valued volunteer makes for both an effective and efficient part of the team.
The other 22% (8) of the respondents said other, but that is no excuse. We value the work that our
volunteers do, but expression is key and more can always be done.
Sometimes 3 8%
Somewhat 1 3%
Yes, But By The Clients 1 3%
Most of the time 1 3%
I Guess So 1 3%
N/A 1 3%
Total 8 22%
Other
Yes
73%
No
5%
Other
22%
Do you feel that your efforts are valued?

13. 12
12. Does your work with the Red Cross provide fulfillment and a sense of accomplishment?
Whereas the previous question was geared toward how the chapter impacts volunteer sentiment, this
question focuses more on the work itself. To retain engaged volunteers, they must receive intrinsic
satisfaction from the work that they perform. Volunteers, by nature, are not paid. In order to supplement
the absence of monetary gratification, fulfillment
and a sense of accomplishment must characterize
the Red Cross volunteer experience. Fulfillment
and a sense of accomplishment are major
contributing factors to contentment. The intrinsic
motivators that each individual seeks can be a very
telling parameter. It is important to discover the
factors that lead to a committed and content
workforce. A more thorough understanding of the
internal rewards that motivate Red Cross volunteers
will smooth job fit and a more rewarding
experience. If the members of our chapter are not
fulfilled by their efforts, they will not be around for
long. Of the respondents, 89% (33) of them believe that their work is fulfilling. One volunteer stated that
the “clients make you feel good, but the chapter does not. Lack of deployment is lack of experience.”
The volunteers seem to highly value their training, but many seek more applicable experience and feel
that there is much more to learning than an online classroom. The volunteer work must also provoke a
sense of accomplishment. 81% (30) of the volunteers said that their duties provide a sense of
accomplishment. The work must be worthwhile and provide a spark of
pride within the individual. As one respondent put it, “it is nice to leave
a person after a fire knowing that they feel a bit better.” It just goes to
show that “helping others is what it is all about.”
13. What characteristics make for a reliable and effective volunteer?
What makes for a good leader? This question is a skills inquiry. It
offers a fun forum for discussion and an opportunity for the respondents
to tell what
volunteering means to
them. By asking these
questions, we can
search out our eager
and astute members. It
is a chance for
reflection. As the
questions have shown,
the volunteers do not
sit down and think
Yes
81%
No
3%
Other
16%
Does yourwork provide a sense of
accomplishment?
Effective Volunteers Are? Who Is An Inherent Leader?
Dedicated Willing Flexible/Open-Minded
Ready Dependable/Reliable Compassionate
Training Organized Values
People Person N/A
Volunteer
Dedicated, Willing, Committed, Reliable, Caring,
Flexible, Interested In Participating, Wants To
Help, Listens, Training, Have To Want It,
Paperwork, Procedures, Good Heart,
Compassionate, Dedicated, Empathetic, Open-
Minded, Conscientious, Organized, Good Worker,
Charged Cell, Ready, People Person, Sense Of
Accomplishment, Dependable, Sympathetic,
Unselfish, Good Attitude, An Interest, Adaptable,
Patient, Honest, Give Up Time, Intrinsically
Motivated, Focused, Committed To-Missions,
Values, & principles,
Leader
Charismatic, Understanding, Knowledgeable, Time
To Give, Good Speaker, Honest, Committed, Role
Model, Values, Genuine, Clear, Concise, Teacher
,Stable, Handle Pressure, Dedicated, Loyal,
Trustworthy, Integrity, Communication Skills,
Conscientious, Organized, Gentle, Motivator,
Enthusiastic, Ready, Not Abrasive, Informed,
Willing Step Forward, Takes Criticism, Admits
Wrong, Role Model, Vision,
Adaptable, Patient, People Person, Unselfish,
Worker, Approachable Follow Rules, Teacher, Gets
Big Picture, Good Morale, Connects With
Volunteers
A Red Cross Volunteer Is…
Yes
89%
NO
3%
Other
8%
Does your work provide
fulfillment?

14. 13
about their role as a volunteer often. If we better understand what the job means to them, an attempt can
be made to promote better job fit. Those who wish to advance in their roles in the ARC may stress their
personal traits. When asked such questions, one can't help but refer inwardly, offering a valuable chance
for further insight. An astute volunteer knows what it takes to be effective and understands the true value
of leadership.
14. Based on your background, education, and work experience, what special skills/traits do you
possess that could advance the American Red Cross mission?
1) I taught for 30 years and was an administrator at all level, but these traits are not valued. 2) I have the ability to work with a variety of
people in different environments, and am flexible. 3) I was a reporter and a medic, and now I am a PR liaison. I was formerly an EMT,
which is of value. 4) I am in business school taking business courses. I am used to dealing with the stress involved in disaster response. 5) I
was in the army for 24 years, which gave me a valuable experience and made me well-rounded. 6) I am dependable. 7) I have an
educational background 8) I have an understanding of a variety of different people, cultures, and uncertainty. I am open minded in many
different systems, am caring, and have a high emotional intelligence. 9) The life skills that I have acquired are important. I had 10 years of
college and 30 years as a mother. I have had 2 careers, 1 in education and another in retail management. 10) I have an education
background that helps me provide the public with information. 11) I am good at getting the word out. 12) No comment 13) I am a
restoration specialist, which helps with disaster assessments. I am a certified house inspector and have a nursing background. 14) None 15)
Management experience, interpersonal experience, and organizational skills 16) I worked closely with the fire department with an auxiliary
that dealt with clients like the RC clients. I have organization skills, and can do logistics, paperwork, and paper trail. 17) I owned a
company that had 150 employees. I believe that I manage people well, am good with budgets, and finance. I am a planner and normally get
along well with others. 18) Experience makes for a better volunteer. 19) My previous work has been crucial to my success as a volunteer
20) My past has provided people skills, communication skills, and leadership abilities. 21) I was previously an advocate. 22) I speak 5
languages and have a nursing degree from Holland. I have done some emergency work with doctors without borders. 23) I will do what I
do best, continuing to promote the RC. 24) I enjoy what I do and am willing to help where I can. 25) My fire/EMS skills are crucial. 26)
Informing the public. 27) I am a good organizer, have good office skills, and a social work diploma. 28) I was in retail management. I know
how to coordinate, give directions, and train. I know how to correctly fill items out, work well with others, and don’t mind traveling. 29)
Not sure 30) My willingness to respond, commitment, and previous mission work. 31) I am trained and certified in emergency services
from the Air Force. 32) I was previously a firefighter. 33) I am a people person, loyal, and want to see our chapter do well. 34) I have
valuable skills as a paramedic, but there is not much revolving around paramedic work, it is more on the nursing side. 35) I am a nurse so I
can help in medical areas and at the free clinic. 36) I am committed to volunteerism. I have management and leadership abilities. I can see
myself being a leader, but it is not my main objective. 37) I have a background in emergency management that allows me to understand the
disaster cycle and what it takes to be successful. Preparedness is key.
Red Cross volunteers come from all walks of life. It is our unique and diverse nature that makes us such
an esteemed organization. There are firemen, teachers, mechanics, and businessmen, all working under
the Red Cross name. With such a far reaching grasp, the Red Cross requires a dedicated and skilled
workforce. As the East Georgia Red Cross’ volunteer base ages, it is imperative to consider succession
planning. Considering that it is mainly the older generation that holds much of the knowledge, we must
start preparing now. Our sustainability depends greatly on our chapter’s ability to discover hidden
capabilities and elevate existing assets. As you can see, there are endless stories that make our volunteer
base who they are. It is important to find and best position our leaders, and this question allows us a sense
of what the volunteers have to give. Even if a person has a high level of efficacy, they will not perform
at peak levels if they feel uncomfortable in their current role. Personalities, environment, and person-
organization fit all play key roles in optimizing potential. Job fit is a big predictor of satisfaction and
commitment, and can be utilized to predict turnover in the future. Job satisfaction lies in the content of
the work and the context behind the work. Achievement, responsibility, and recognition are all
integral parts of job satisfaction. This type of assessment question will help best fill the gap between
the current volunteer workforce and their potential to be a more effective, autonomous, and
sustainable Red Cross chapter.

15. 14
15. What questions, comments, suggestions, or concerns do you have for correcting mistakes of the
past and pressing positively towards the future?
In concluding with the survey, I wanted to turn the table and allow the respondent an opportunity to bring
forward any question, comments, suggestions, and concerns. In doing so, the volunteer being interviewed
is given the chance to be heard. To many, that is all they ask. After completing the survey and having
the whole picture, the respondent should be more informed, willing, and able to provide insightful input,
criticisms, and feedback. This form of question shows respect for the invaluable hours, sweat, and toil
that the volunteers donate for the sake of the East Georgia American Red Cross Chapter, the community
in which they live, and humanity in general. Without the volunteers, the Red Cross would not exist, and
they should know that.
There were many of the respondents who took the chance to stress their opinion about Jeff’s departure
and how crucial he was to the chapter. It is a blow to many of them. They saw him as a beacon and
attributed his role for many of the past successes. There is much concern over his succession planning
and the volunteers are adamant in saying that our future success rides heavily on filling the big shoes that
Jeff Taylor left. “We need people and a way to incentivize to volunteers. We drive miles and pay for our
own gas and shirts, we need incentives to give our time.” Using each volunteer's individual skillset is key.
We “need a more personal approach to managing the volunteers. Not everyone has the same skills, and
they should not be expected to.” “I would like to see more appreciation and to see the RC focus on its
main goal. Lately, it seems that the RC gets distracted from the mission.” Also, “When it comes to large-
scale disasters, the staffing people should make sure to deploy competent volunteers. The volunteers need
proper training. There always seems to be an uproar with changes. National needs a mission statement
and a plan, and to stop changing everything.” “Some programs should be tested before implementing
them on the volunteers. We volunteers should not be subjected to the glitches of the system.” “I would
like to be included more and have more communication,” but “I will continue on with a positive outlook
and do my best.”
Conclusion
The results of this study shed light on far too often unasked questions. The Red Cross sets the standard in
the non-profit world, and it is the hardworking and dedicated volunteers that make this possible. To retain
a high-performing volunteer base it is necessary to understand them. Without sustainability, it will no
longer be possible for the Red Cross to provide a helping hand to those in need. A greater effort must be
made on all levels of our organization. Using direct and individual insight from the volunteers, we can
better understand the feelings and needs of the volunteers. After gathering responses from volunteers on
a variety of questions, we can use these responses to further improve the East Georgia Chapter and the
Red Cross as a whole. Many of the Red Cross volunteers started their involvement through family and
friends. Volunteers generally have had positive experiences throughout their years of involvement.
Despite this, there are mixed feelings concerning the changes of the Red Cross. Most of the volunteers
enjoy volunteering because they want to help others. Their motivation seemed to be mostly intrinsic, with
serving the community and others being the main goals. The survey also shows that the volunteers feel
strong support from the East Georgia Chapter, despite the negative feelings about Jeff Taylor’s departure.
The survey also allowed us to have valuable insight on what skills the volunteers deem important. The
general results from the survey show that the feelings about the American Red Cross are positive, though
there are certain improvements that can be made.