Dec 23, 2015
VOLUNTEER RETENTION: KEEPING
“THE GOOD ONES”Mike Corbin, ACCESS
313-842-5121
Process Today
• Sharing• Respect• Questions/discussion• Handout• No money back guarantee• Breaks
Defining Retention
• Current definitions• Suggested definition for the 21st century
Up Side of Retention
• Cut recruiting costs• Cut screening and placement costs• Cut training costs• Experienced volunteer force• Promotable people• People “own” the position and
organization• Looks good to management and funders• Word-of-mouth recruiting
Retention’s Down Side
• Less “new blood”• Aging volunteer force• Diversity not increasing• People “own” the position
Why People Volunteer
• Want to help • Someone asked• Someone known benefits• Pay back• Knowledge and skills• Uniforms and flashing lights• Someone told them to (spouse, therapist,
judge)
Why People Leave
• Other demands on time 65%• Poor management 26%• Poor use of time 23%• Talents not used 18%• Tasks not clear 16%• Not Thanked 9%• Abuse and neglect• What can you control?
Why People Stay
• Good use of time 58%• Good reputation 52%• Use of talents 50%• Clear tasks 41%• Enhanced career skills 39%• Thanked 31%• They become “true believers”• Social
Letting People Go
• Identified as wrong in training• Wrong person in wrong job - outplacement• Personal issues• “Leave of absence”• Completed commitment• Violated policy (counsel out of job - “fired”
continuum)
Critical Points
• Orientation• Training for role• First week on job• First big challenge• First corrective supervision• End of initial commitment – re-recruit? • Convert short-term to more short-term or
to long-term
Good Management
• ORGANIZATIONAL COMMITMENT• Cultivate volunteers like cultivate donors• Create attractive roles• Get employees and incumbent volunteers on
board• Plan screening and placement• Plan orientation and training• Recruit honestly (bait & switch) and to targets• Keep/retain good records
More Good Management
• Good screening and placement (motivations, background checks, clear mutual expectations, create new roles, “We do not have a role that fits you at this time.”)
• Orientation (feel welcome, positive perceptions, put at ease, thick manual)
• Training for the role (experiential, brief before work, convenient)
• Supervision interface
More Good Management
• Provide mentor/buddy• Make part of team• Re-place/promote• Access to employment (posting,
qualifications, references)• Regular meetings/ in-services?• Address burn out
More Good Management
• Comforts (secure parking, place for coat and purse, “staff lounge”, name tag, uniform, food, ?)
• Work resources • How the work gets done• Improvement suggestions• Defend individuals and process
More Good Management
• Show impact of work• Provide feedback on work (performance
review?)• Representing the program/organization• Promotion• Informal tailored recognition• Formal tailored recognition• Exit interviews
Highest Impact Management Practices
Enrich the experience through:• Recognition• Training & professional development• Screening and matching to organizational tasks
Also:• Welcoming culture• Support resources• Enlist as recruiters
Sentences that Motivate
• “You really made a difference by ….”• “I’m impressed with….”• “You got my attention with ….”• “You’re doing top quality work on….”• “One of the things I enjoy most about
working with you is ….”• “You can be proud of yourself for ….”• “You made my day because….”
Recognition Thoughts
• Recognize performance/achievement• Hokey is OK (safety pin)• Hugs are OK for a volunteer, if it’s OK with
them• Sincerity counts• Don’t be put off by the easily offended• The POWER of the Personal Note
Boomers
• High levels of volunteering (education, children, health, employment)
• Want higher skill roles (challenge/stimulation)
• Those doing “professional” work tend to stay
• Those doing “general labor” leave more often
More on Boomers
• Those doing performance, tutoring, mentoring, coaching tend to stay
• Those who volunteer more tend to stay (12+ hours/week)
• Those employed more likely to continue
Resources
• Volunteer Management Practices and Retention of Volunteers, M. Hager & J. Brudney, The Urban Institute, 2004
• Keeping Volunteers: A Guide to Retention, S. McCurley & R. Lynch, Fat Cat Publications, 2005 (electronic only)
• Volunteer Retention Issue Brief, Corporation for National and Community Service
More Resources
• Volunteer Retention and Recruiting, Rocky Mountain Elk Foundation
• Adjust Your Thinking: Shifting Your Focus on Volunteer Retention, Donna Lockhart
• Keep Those Volunteers Around, Bill Wittich• www.energizeinc.com• www.pointsoflight.org• Girl Scouts of America• Cooperative Extension Service• www.mdvan.org
Questions, and Perhaps, Answers
Unconditional No Money Back
Guarantee
• Didn’t get everything you needed?• Call or email or invite for coffee or lunch