Virginia Beach Parks and RecreationStaff and Volunteer Manual

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Introduction

Volunteer Coordination & Resources

Recruitment, Selection& Interviewing

Volunteer Job Development

Orientation, Training, Supervision,& Evaluation

Recognition & Retention

Record Keeping & Reporting

Appendix A

Appendix B

Appendix C

Appendix D

Appendix E

Appendix F

Appendix G

Member of the City of Virginia Beach Volunteer Council

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Introduction

WelcomePurposeDefinition

ExpectationsVolunteer Viewpoint

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City of Virginia BeachDepartment of Parks and Recreation

Dear Volunteer:

Welcome! The Virginia Beach Department of Parks and Recreation is proud of thehardworking and dedicated volunteers who are an integral part of the Department’ssuccess. Last year, more than 100,000 volunteer hours were donated at a value ofmore than $600,000.

Volunteers play a very important part of the backbone of today’s communities. Acommunity is not just a place, but a spirit and a sense of belonging. Commonpurposes and relationships bring people together to accomplish things they cannotaccomplish on their own.

Congratulations! You are now part of a team that makes Virginia Beach a greatplace to reside, work, play, and volunteer. We welcome you to the Parks and Recre-ation community and look forward to sharing your time and ideas. Come and helpus make this a Community for a Lifetime.

Sincerely,

Sara L. HensleyDirector

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Purpose

This manual is designed to help VolunteerCoordinators enhance their volunteer programs.The manual includes guidelines, forms, trainingresources and ideas for volunteer programs.Each Volunteer Coordinator can adapt thisinformation to best meet the needs of theirprogram. Information was also designed tobe shared with volunteers by the volunteercoordinators through volunteer handbooks orother means.

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Definition of a Volunteer

A volunteer is someone who gives his/her time, talent, energy, skills, and

experience for which they receive no pay. Volunteering is giving freely of

oneself out of concern and belief that we share the responsibility for others in

the community. Volunteering is essential to a society which is dynamic and

free.

Contribution of Volunteers

• Better service delivery

• Access to additional expertise

• Increased contact with the community

• Increased assistance to citizens

• “Sense of belonging” to quality City Government

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Motivation of Volunteers

• Helping others

• Interest in the work or activity

• Wanting to learn and gain new experiences

• Devotion to a cause

• Knowing someone who is involved

• Combating loneliness

• Better use of free time

Volunteer Qualities

• Cooperative - in spirit

• Courteous- to public and others

• Dependable- attendance and punctuality

• Friendly - in manner

• Respectful - of others

• Responsible - in performance

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Promoting Excellent Volunteer/Staff Relations

• Orientation and training of staff to utilize volunteers

• Joint experiences and social occasions between staff and volunteers

• Allowing staff to recruit and select the volunteers they will utilize

• Include the staff in the planning of volunteer programs and jobs

What Parks & Recreation Expectsfrom the Volunteers

• To perform every task to the best of their abilities in a prompt and pleasantmanner

• To communicate with Volunteer Coordinator by sharing opinions andsuggestions in order to improve the quality of the volunteer program

• To help make each day enjoyable and rewarding for themselves and others

• To be dependable and notify the staff in advance of any absences or latearrivals

• To respect confidential information

• To provide service in a safe manner, following all Department safety rulesand regulations

• To share with Department supervisory staff and assist with the evaluation ofvolunteer services

• To be an ambassador and liaison between the Department and thecommunity

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What Volunteers Can Expect fromVirginia Beach Parks and Recreation

• A clear specific job description

• Appropriate assignments according to skill, interest, training, availability, andprevious experience

• Formal and informal expressions of appreciation and recognition

• Orientation, training, and supervision for jobs accepted and an understanding ofwhy you are being asked to perform a particular task

• Respect of individual rights; all volunteers will be treated with courtesy,respect, and consideration

• Planning, coordination and cooperation within the agency

• Treatment as a co-worker and part of the team

• Suggestions or concerns will be heard

• Support from staff who can offer direction, training and sound guidance,when needed

• Volunteer IDs provided by Department

• Communication with volunteers

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Expectations of theVirginia Beach Council for Volunteers

• Increased understanding of City Government

• Expanded awareness of the network of departments, agencies, andprograms involved in City Government

• Understanding the City’s and Department’s mission

• Increased ability to inform community groups about City Governmentand Departmental programs

• Motivate other community members to become service volunteers or todonate to special needs/projects within the Department

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Volunteer Viewpoint

If you want my loyalty, interests and best efforts, remember that . . .1. I need a sense of belonging, a feeling that I am honestly needed for my total self,

not just for my hands, nor because I take orders well.

2. I need to have a sense of sharing in planning our objectives. My need will besatisfied only when I feel that my ideas have had a fair hearing.

3. I need to feel that the goals and objectives of the organization are within reachand that they make sense to me.

4. I need to feel that what I’m doing has a real purpose or contributes to humanwelfare, and its value extends even beyond my personal gain or hours.

5. I need to share in making the rules by which, together, we shall live and worktoward our goals.

6. I need to know in some clear detail just what is expected of me; not only mydetailed tasks but where I have opportunity to make personal and final decisions.

7. I need to have some responsibilities that challenge, that are within range of myabilities and interest, that contribute toward reaching my assigned goal, and thatcover all goals.

8. I need to see that progress is being made toward the goals we have set.

9. I need to be kept informed. (Keeping me informed is one way to give me status asan individual.)

10. I need to have confidence in my superiors; confidence based upon assurance ofconsistent fair treatment, or recognition when it is due, and trust that loyalty willbring increased security.

(by J. Donald Phillips, president, Hillsdale College, Hillsdale Michigan, as quoted by Marlene Wilson inThe Effective Management of Volunteer Programs, p.55)

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Volunteer Coordination & Resources

List of Volunteer CoordinatorsVolunteer Coordinators Responsibilities

Volunteer Coordinator Time LineVolunteer Position Value Plan

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Responsibilities of Volunteer Coordinator• If applicant is not suitable for that job assignment the coordinator will help them find an

appropriate placement

• All aspects of volunteer program on-site

• Contacting, screening, and accepting volunteers in program

• Program administration, including distribution of all written materials; orientation; arranging andcoordinating periodic meetings; keeping records; and evaluating performance of volunteers asneeded

• Training as needed

• Maintain volunteer files (application and performance record)

• Accurate and timely data input of volunteer records into Volunteer Works (recording software)

• Prepare and conduct performance evaluation

Responsibilities ofProgram Staff

• Provide orientation and training concerning program areas

• Assign volunteers their specific tasks and duties throughout the program

• Provide adequate information to volunteers so they can perform their duties competently

• Act as a liaison between the volunteer and Volunteer Coordinator

• Report all problems or concerns to Volunteer Coordinator immediately

• Submit volunteer hours to Volunteer Coordinator

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Volunteer Coordinator Time Line

Update Volunteer Job Listing (every two months)

Enter volunteer hours in Volunteer Works (quarterly)

Attend volunteer coordinators’ meeting as needed

Nominate and select an outstanding youth volunteer for Debra Elam Award(February)

Nominate and select an outstanding adult volunteer (March)

Assist in the selection of an outstanding youth volunteer for the Department(August)

Plan and implement recognition events (April and September)

Distribute the QUEST, BEAM and Member Communication items to volunteers

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Volunteer Position Value Plan(Volunteer job title with hourly rate value)

(See Appendix A)

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Recruitment,Selection & Interviewing

Recruitment MessagesRecruitment Plan Worksheet

Keys to Successful Interviewing

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Recruitment

• Meetings (employee groups, committees, community groups, clubs...)

• Notice Boards (at work, post office, places of worship, community halls,grocery stores, schools )

• Newspaper/Magazines (newsletters, trade journals, booklets, pamphlets,circulars)

• Television/Radio (stations make public service announcements or announcecommunity events); provide a plan of your project and your volunteerspecifications on your local City Government network

• Community Groups:• Religious groups (every church, mosque, synagogue contains those

who are seeking to fulfill a need for becoming involved in some type

of community work)

• Boy Scouts/Girl Scouts (although children may not have much

experience, they do have merit badge requirements to meet)

• Clubs/Organizations (search the phone book for a specific group; quite

often they are looking for community service projects or ways to help

which will utilize their areas of expertise)

• Schools/Colleges/Universities (contact lecturers, teachers or campus

groups to help spread the word)

• Individuals (friends, relatives, employees, parents, children and families)

• Human Resources (bi-monthly publication distributed listing volunteer job

opportunities)

• Military Bases (bulletin boards, special event flyer)

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Recruitment of VariousAge Groups and Populations

Volunteers between the ages of 13 and 21 are often recruited through:

School Newsletters School Clubs4-H Clubs SororitiesFraternities Bulletin BoardsYouth Church Groups ScoutsSchools, Colleges & Universities

Develop a plan for academic credit for certain specialized volunteer jobs.

Outstanding student and athlete volunteers can provide valuable testimonials about theirexperiences as volunteers.

Volunteers between the ages of 21 and 35 are often recruited through:

Jaycees Health ClubsWelcome Wagon Junior LeaguesJunior Women’s Clubs Shopping CentersSwim Clubs Specialty ShopsBowling Clubs Apartments ClubhousesBridge Clubs LibrariesGovernment Papers (Military Newsletter) Recreation CentersSoftball Leagues RestaurantsWomen’s Auxiliaries Movie TheatersAdvocacy Groups for the Disabled Religious OrganizationsCity and State Agencies Service ClubsGarden Clubs Book Clubs

Group projects to improve facilities and equipment or to organize recreational and socialactivities are often very appealing to members of a group.

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Volunteer Recruitment Messages

ParkPark Watch Volunteers - provide extra eyes and ears to help keep our parks safe.

Park Beautification Volunteers - help keep our parks clean, beautiful and maintained.

Environmental Service Volunteers - help conserve and preserve our natural resources.

Recreation and Park Programming Volunteers - provide support for athletics, sports,cultural arts, day camps, and special events.

AthleticsAthletic Volunteers - provide support for the neighborhood athletic leagues such ascoaches and neighborhood chairmen.

GolfGolf Course Volunteers - provide support to golf course professionals and assist golfersin moving across the course in a timely manner–ensure the game of golf is playedaccording to tradition

RecreationAdministration/Professional Support Volunteers - provide customer service.

At-Risk Populations - provide assistance in recreation programs for persons withdisabilities, senior citizens and youth. (Community Recreation Services)

Recreation Center Volunteers - provide customer service and assist program staff inworking with youth, adults, and seniors.

Teen Volunteers - provide assistance in recreation programs as a positive role model andmake a difference in your community.

Senior Volunteers - provide assistance in recreation programs and at park sites by sharingyour wisdom and making a difference in your community.

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The best recruitment plan asks who, when, what, where, at what costs and how itbenefits the volunteer. Answers to these questions are woven into a promotion -an appealing message and a method to reach the target audience.

Recruitment Plan Worksheet

What are we asking the prospective volunteer to do?

What are the skills/attitudes/traits/time needed to do this job?

Who has these characteristics and what do we know about them?

• What do they care about?

• What do they do in their paid work and spare time?

• What radio and TV stations do they listen to?

• What are their free hours in the week?

• How far will they have to travel to volunteer with us?

• How much effort can they give to this program?

What unique benefits does this job offer the prospective volunteer?

What is our message to this particular audience? How can we reach the potential

volunteer with our message?

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Keys to Successful Interview Process

• Develop questions

• Be consistent in delivery of questions

• Probe for response - ask for examples

• Consider a presentation from applicant

• Allow enough time for the interview

• Help applicant feel welcome

• Do not ask illegal questions (age, transportation needs, martial status)

• Allow time for questions from applicant

• Make the applicant aware of the steps in the process

• Keep all information confidential

Competencies are fundamental capabilities, such as the ability to communicate well,think logically, use good judgement or withstand stress.

Skills, on the other hand, are particular abilities, that do change depending on the job andthe tasks that need to be performed. Skills can be taught.

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Sample Interview Questions

• Why are you interested in volunteering at this particular time in your life?

• Tell me about your past volunteer experiences. What activities did youenjoy the most? What specific things do you find unpleasant or frustrating?

• What made you choose this volunteer opportunity?

• What kind of challenges do you expect in this volunteer job?

• How did you hear about our program? What have you heard about ourorganization?

• What do you need from us to help you do your job?

• What three characteristics do you value most in people with whom youwork?

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Volunteer Orientation Packet(Application Information Sheet, Insurance Information

and Job Description Chart)

(See Appendix B)

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Volunteer Job Development(Volunteer Job Descriptions)

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Volunteer Job Descriptions

Volunteer job descriptions are to be used at all times and are the basis for:

• Developing appropriate message and distribution of recruitment materials

• Setting criteria for selection and placement of applying volunteers

• Formulating necessary content and type of training

• Establishing standards for performance in supervising and evaluating volunteers, includinggrounds for terminating

• Understanding scope of work to be considered in recognizing and rewarding volunteer effort

What Do Volunteers Do?• Assist persons with disabilities in recreational opportunities

• Work as office assistants - answer phones, file, type, greet customers, register patrons

• Escort or chaperone on field trips

• Assist with decorations and refreshments for special events

• Provide input to Parks and Recreation about the recreational needs of the community

• Supervise in recreation centers and on playgrounds

• Coach basketball, football, softball, baseball, volleyball, and cheerleading teams

• Assist with instructional swim programs and swim meets

• Marshal at golf courses

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Orientation, Training,Supervision & Volunteer Procedures

Orientation ChecklistsSteps to Volunteering

Volunteer Policies and Procedures

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Steps to Volunteering

Complete the application form and return it to the Volunteer Coordinator.

Meet with the staff to explore interests and time availability.

Review job description.

Complete release form and criminal history checks when required.

Meet with on-site supervisor to discuss the details of the position.

Attend orientation which will include meeting the program staff and other volunteers, discussingprogram goals and objectives, participants that will be in the program, facility orientation,specific activities that will be done, volunteer responsibilities and areas of training.

Attend any training opportunities required for the position.

Participate in training opportunities, evaluation, and recognition of volunteer efforts throughoutthe volunteer’s length of service with the program.

Make sure hours that are worked are logged on the time sheet.

Upon completion of the volunteer experience, fill out an evaluation form on the programand the volunteer experience.

Completion of the process does not necessarily mean a placement will be made. The volunteerand staff will determine each volunteer’s suitability to the specific program needs because of theimportance of making a mutually compatible assignment.

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Volunteer Policies and Procedures• Work Hours: The volunteer is asked to volunteer for at least one weekly program or a one time

special event.

• Attendance: Regular attendance is very important. Absences are reported to the programSupervisor.

• Punctuality: The volunteer should arrive 30 minutes before their scheduled program begins.This extra time allows for orientation to the specific program session and time to address anyquestions/concerns to program staff.

• Transportation: Transportation is the responsibility of the volunteer.

• Identification: Volunteer name tags or t-shirt must be worn while working a scheduled shift. Ifyou are not working, you should not be wearing your volunteer name tag or shirt.

• Care of Participants: Remember that each participant is an individual and should be treated assuch. All information regarding participants is to be kept confidential. Never discuss particpantswhile in their presence.

• Record keeping: Fill out time sheet daily. There will be a designated location to keep them.

• City-owned vehicles: The City’s Defensive Driving class is required for volunteers who drivevehicles for city business (whether driving personal or city vehicles). In addition, volunteersshall comply with applicable laws pertaining to the operation of any vehicle including, but notlimited to, licensing and auto insurance requirements.

• Fair Labor Standard Act: In compliance with Fair Labor Standards Act and to prevent conflict ofinterest, volunteers cannot work as both volunteer and as a paid City staff at the same program orsite.

• Sexual Harassment: The department will provide a workplace free of harassment on the basis ofrace, sex, color, ancestry, national origin, religion or sexual orientation for any volunteer.Harassment includes unwelcome sexual advances or requests for sexual favors, and unwelcomeand/or offensive sexual comments. A volunteer who believes they have been subject to harassmentas defined in this manual shall report said event to the program supervisor and volunteer coordinatorfor that program.

• Media Relations: All persons working for the media requesting information concerning thedepartment needs to be referred to the program supervisor.

• Negligence/Liability: If a potentially dangerous situation is detected by a volunteer, it should bereported immediately to the program supervisor. Many factors can negatively affect normallysafe areas and equipment including weather, wear and tear and misuse, so we must constantly bealert to changing conditions.

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• Child Labor Law:

Child Labor Standards for 16 and 17 year old youth - Youth age 16 and 17 may work at any time forunlimited hours in all jobs not declared hazardous by the Secretary of Labor. Hazardous occupationsinclude: working with radio active materials and explosives; operating certain power driven woodwork-ing, metalworking, bakery, meat processing, and paper products machinery; operating various types ofpower-driven saws and guillotine shears; operating most power-driven hoisting apparatus such as non-automatic elevators, forklifts and cranes; most jobs in slaughtering and meat packing establishments;and most jobs in excavation, logging, and saw milling; roofing, wrecking, demolition, and ship break-ing: operating motor vehicles or working as outside helpers on motor vehicles; and most jobs in themanufacturing of bricks, tiles, and similar products.

Child Labor Standards for 14 and 15 year old youth - Youth age 14 and 15 may work various jobsoutside school hours under the following conditions: no more than 3 hours on a school day with a limitof 18 hours in a school week; no more than 8 hours on a non-school day with a limit of 40 hours in anon-school week and not before 7:00 a.m. or after 7:00 p.m., except from June 1 through Labor Day,when the evening hour is extended to 9:00 p.m.

Workers 14 and 15 years of age may be employed in a variety of jobs: office work; various food servicejobs, including cashiering, waiting on the tables, busing tables, washing dishes, and preparing salads andother food (although cooking is permitted only at snack bars, soda fountains, lunch counters, and cafeteriaserving counters); sales work and other jobs in retail stores; errand and delivery work by foot, bicycle,and public transportation; dispensing gas and oil and performing courtesy services in gas stations; andmost cleanup work.

Minors who are 14 and 15 years old may not work in the following types of jobs - manufacturing, mining,product processing, and all occupations declared hazardous by the Secretary of Labor; operating ortending most power-driven machinery; public messenger service; and work connected with warehous-ing, storage, transportation, communications, public utilities, and construction (except office and salesjobs when not performed on transportation vehicles or on construction sites).

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Recognition & Retention

Recognition ProcessRewarding Volunteers

Recognition Event Check ListMotivators for Retention

Appreciation Gifts(Forms: Evaluation, Feedback, and Nomination

See Appendix C & D)

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They Volunteer Because . . .

• they want to give back to their Community

• enjoy being affiliated with the organization, it’s philosophy, staff and programs

• sense of accomplishment they feel when doing a job well

• volunteers in high powered careers need an outlet for their managerial skills now that they areretired

• by understanding why an individual volunteers, we can recognize them individually as theydonate their time to us

• by recognizing and honoring them as individuals, we can help to retain their services

Five Basic Methods forMotivating a Volunteer Force

• Provide a challenge

• Provide quality training (reinforce teamwork)

• Develop a team concept

• Make them feel special

• Provide for group recognition

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The Recognition Process• Granting recognition in a public forum, preferably among the peer group of volunteers

• Timing of recognition

• Tailoring recognition to the individual

• Making sure that recognition is given sincerely

• Making sure that recognition is fair

Rewarding PeopleRule One: what gets measured gets done

Rule Two: what gets done should be rewarded

Rule Three: behavior which gets rewarded is repeated

How to Reward• Tell people exactly what is expected of them

• Make the reward suit the person’s needs

• Reward the desired behavior as often as it takes to maintain it

• Reward desired behavior immediately

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Volunteer Recognition• Recognition ceremony• Gains hands-on experience which may find valuable in pursuing other personal and career goals• Letters of recognition/reference to employers• Letters of recognition/reference to school personnel• Awards

• Certificates• Plaques• Pins• Group photographs• Items of clothing, such as t-shirts, caps, small gifts

• Events• Lunches and dinners• Picnics• Parties and celebrations• Presentations at end of the year ceremonies at schools• Field trips• Dances• National Volunteer Week Celebration

• Rewards• Saying “thank you”• Giving respect and equal status to volunteers• Involving volunteers in staff meetings on a regular basis• Maintaining a personal interest in the volunteer• Spending time and effort in supervision• Giving the volunteer more responsibility

• Specific awards• Each April there is a nationwide celebration week honoring volunteers. The Department

uses this opportunity to honor adult volunteers who have volunteered 20 hours or moreduring the year.

• Each Volunteer Coordinator nominates an outstanding volunteer to be recognizedat the annual event. From the nominations, one is selected as the Department’s outstandingvolunteer.

• An annual Parks & Recreation youth volunteer recognition ceremony is held in the fall.Youth volunteers are publicly acknowledged for hours of service they have donated.Each volunteer coordinator nominates an outstanding youth volunteer from which themost outstanding youth volunteer for the Department is selected.

• The City conducts an annual Outstanding Award Program (Debra Elam Award).Youth are nominated from departments throughout the city, and one overall youth volunt-teer is recognized at a ceremony with the mayor.

• Volunteers can also be recognized by the Virginia Beach Rotary Club. Written materialabout the volunteer should describe how the volunteer has provided superior service tothe City while exhibiting a positive attitude and other achievements and successes accomplished by their actions.

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Recognition Event Checklist

√ Select date√ Select a menu√ Select site√ Establish event committee√ Send out award application√ Secure door prizes√ Create invitation list√ Design invitation (Marketing Unit)√ Invite dignitaries

-Director-Mayor-Volunteer Council-Chiefs-Commission

√ Send Volunteer List to Department Volunteer Coordinator√ Make checklist for event and assign tasks√ Fill in master of ceremony cards√ Secure money from Volunteer Council to pay for event√ Fill volunteer bags√ Select outstanding volunteer√ Design volunteer certificates√ Write speech for the Mayor√ Design programs for Director’s approval

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Top 14 Motivators for Retention

• Align authority with responsibility

• Interesting, challenging assignments

• Adequate compensation

• Efficient management

• Being "listened to"

• Information flow

• Being told "why"

• Timely feedback

• "Shared" goals

• Recognition

• Being accepted

• Opportunity to grow

• Being part of decision making process

• A safe working environment

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Gifts of Appreciation

awards banquet staff shirt

free golf passes bumper stickers

“Outstanding Volunteer Award” reserved parking

recreation center guest passes recognition letter

display board with pictures framed certificates

free facility use card reimbursement for training

pins, plaques, and jewelry service awards

free registration annual performance evaluation

scholarship for program fees seasonal parties

free shelter reservation letter of recommendation

area business discounts Volunteer of the Month

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Evaluation and Feedback FormsDepartment Evaluation of Volunteer

Volunteer Department Feedback Form

(See Appendix C)

Nomination FormsOutstanding Youth

Outstanding Adult

Debra L. Elam Outstanding Youth Award

Rotary Club Outstanding Volunteer Award

(See Appendix D)

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Record Keeping/Reporting

Record Keeping Forms

Quarterly Volunteer Log

Parks Court Service Log

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Additional Volunteer Program Resources

( See Appendix E)

Training OutlinesManuals

Municipal Reference MaterialsRecruitment Message Worksheet

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Volunteer Council

(See Appendix F)

Volunteer Council VBQSS Puzzle

Volunteer Actions and Milestones

Special Event Planner

(See Appendix G)

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Never doubt that a small group

of thoughtful, committed people

can change the world.

Indeed, it is the only thing

that ever has.