a realistic look at volunteer retention national casa webinar october 22, 2009 susan j. ellis...

A Realistic Look at Volunteer Retention

National CASA WebinarOctober 22, 2009

Susan J. Ellis

Energize, Inc.

Welcome to ‘A Realistic Look at

Volunteer Retention’• We will begin our webinar at 10:00 am Pacific

• As you log on, do not be surprised if you don’t hear anyone else; participants are placed on mute in order to limit background noises from your office

Copyright 2009, Energize, Inc. 2

Facilitator Information

Facilitator:

Susan Ellis

President

Energize, Inc.

1.215.438.8342

[email protected]

Host:

Terene Bennett

Training Specialist

National CASA

1.800.628.3233

[email protected] 2009, Energize, Inc. 3

On this call…

• Defining and determining what “retention” means for CASA – and starting off right

• Approaching volunteer supervision from a new perspective

• Maintaining a positive communication loop

• Everyone Ready® resources


Q&A

Q&A

Q&A

Are you losing volunteers?• CASA does need volunteers who commit for

a solid period of time.

• First, do you have the right volunteers?

• Are the volunteers who stay your best or worst?

• How do you define “retention”?


Retention is an outcome, not a task• Retention can only be defined in relation to

the commitment made by each volunteer at the start of service. There is no external retention “standard.”

• How clear are you in clarifying and obtaining each volunteer’s initial commitment?

• Are the only choices stay or go?


Be Realistic

• No matter how good you are, you can’t keep everyone forever

• There will always be factors outside your control – “life” happens

• But do you have realistic expectations?

• Today’s volunteer• In the context of society today


Starting on the Right Foot

• Assess the volunteer role

• How many options do you offer?• Are you sure you can’t be more flexible?• Being “open-ended” is scary!

• Tell the truth during recruitment – don’t minimize the work or the time needed

• Talk about initial commitment in the interview, in orientation, and in training


Volunteers who leave in the first 6 months are telling you:• The reality of their experience is not what

they expected when they signed on

• Staying in touch in the early days is critical

9Copyright 2009, Energize, Inc.

Remember…

• By definition, volunteers do their work for you on a limited, part-time basis – you are not their priority

• This is a recreational activity – if it isn’t fun at some level, volunteers won’t do it

• It is hard to maintain enthusiasm alone in the field


Remember…

• They want to succeed but do not necessarily have all the information or tools to do the work well

• They want to see that their efforts make a difference

• They hate having their time wasted


Volunteers will remain committed to CASA if:• The work they are doing is visibly meaningful;

• They feel appreciated for their service;

• They continue to learn and grow; and

• They enjoy it.

(And if circumstances they can’t control don’t overtake them)


Q & A


Ongoing Working Relationships• Once trained, what does a CASA volunteer

experience?

• Do a mental walk-through and anticipate highs and lows

• Where are there time lags?• At what points is the Advocate alone? When does

s/he have contact with you? • If you were the volunteer, how would you feel?


“Supervising” a CASA Volunteer• What does “supervision” mean or imply?

• Authority, control, unequal• Is it the right model for CASA?

• Staff has expertise and overall accountability• But each volunteer spends intensive time with his/her

child• Together you’re a TEAM• Why not be a COACH?


What do you need?

• Updates/reports

• A sense of security that the volunteer is doing what’s necessary, well

• Confidence that the child has an advocate

• Identification of needs, concerns

• Growing familiarity


What does the volunteer need?• Information of all sorts

• A sounding board

• A welcoming advisor

• The sense that someone from CASA sees and appreciates his or her efforts

• Context – to see the bigger picture

• and sometimes…help, a break, a buddy…


Time Spent Supporting Volunteers Makes the Difference• Time at mutual convenience

• May mean occasionally outside M-F, 9-5• Periodic face-to-face meetings, individually

• More frequent phone calls

• Meetings with other volunteers only if there is a clear purpose for them

• Meaningful, two-way reporting…and response!


Pay Attention

• Listen to what’s going on and respond appropriately, especially

• If the case is frustrating or hard• If this is a boring period

• Empathize and sympathize

• Inject some fun…or at least humor

• Offer a leave of absence or something to freshen things up


Prevent Sudden Drop-offs

• If a volunteer wants to leave, ideally:

• It won’t come as a surprise• You can plan for transition, possibly pairing the departing

and arriving volunteer for a while• You will retain that person as a friend of CASA’s

• Ask if they can be “on call” or fill in when needed• Ask if you can keep them in the communication loop• Offer them a non-Advocate role

• After a year, recontact her or him


Q & A


Communication Is the Key• WHAT do we “communicate”?

• Information – the facts• Information – our perspective on the facts• Rules about behavior• How we and others feel about things• A welcome…or not• Enthusiasm…or not• Appreciation…or not


WHEN do we communicate?• Before people become involved with us

• As people seek involvement• In the early stages of their participation• During the time they are active members (which can be a long

time)• When something goes wrong• When something wonderful happens• As their interest fades• When they leave• After they’ve gone


Covert Messages

• The way phone messages are taken (if they are)

• The speed of response to e-mails

• The timing of information

• Whether Web site is updated

• Thanking people for longevity rather than impact


Use e-mail effectively• Use the SUBJECT BAR!

• Decide on an acronym and use it consistently at the start of each message subject.

• For general information e-mails:CASA INFO: <subject><date>

• If you need a response quickly: (don’t cry wolf!):CASA: RESPONSE NEEDED A.S.A.P.!


Use e-mail effectively

• Create a private list by using “reply all”

• Put due dates and deadlines on top

• Ask specific questions if you want real responses


Don’t forget…

• The phone still works and is getting much cheaper (VOIP is getting better, too)

• Handwritten notes are even more appreciated today

• Thank people for benchmarks during a process, not just at the end


Encourage volunteers to help each other• Team leaders

• Buddy systems

• Local clusters

• Online discussion groups

• Conference calls


Don’t wait for an annual event to shine a light on accomplishments:

• Take and use photographs all the time

• Develop a “Volunteer Victory” alert

• Keep a testimonial and comment log

• Ongoing, daily appreciation – and smiling – really have an effect


Q & A


Everyone Ready® Resources• Already in “Your Collection” archive:

• Guide: First Days Count: Orienting and Welcoming Volunteers for Success

• Seminar: Building and Sustaining Strong Volunteer Leadership

• Seminar: Keeping Volunteers Motivated (So They Stay!)

• Plan ahead:

• Effective Supervision of Volunteers (Seminar,11/10)

• e-Volunteerism archive


a realistic look at volunteer retention national casa webinar october 22, 2009 susan j. ellis...

Documents

right volunteers

volunteers wont

volunteers initial commitment

volunteer rolehow

volunteer retentionwe

realistic look

work wellthey

realistic expectations