Using Volunteers to Run Your Volunteer Program Megan Webb, Presenter

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1 Megan Webb, Executive Director Animal Welfare League of Alexandria Using Volunteers to Run Your Volunteer Program Megan Webb, Presenter 1. Defining the role of the mentor in your organization a. Span of control 2. Selecting mentors 3. Training mentors a. Handling difficult volunteers b. Recognizing red flags c. Handling issues with staff d. Conflict resolution and answering difficult questions such as euthanasia 4. Mentor engagement a. Development of the program b. Feedback loop with action c. Regular meetings d. Involvement in staff activities e. Uniform f. Space g. One/one and community relationship h. Appreciation 5. Tools for mentors a. Clear job duties that are communicated staff/volunteers b. Training checklists c. Training guides d. Communication systems e. Scheduling systems signupgenius.com, calendly.com, google voice 6. Potential issues 7. Questions / Comments 1

2 Let s get personal. Imagine YOU are applying to be a volunteer at your current organization: How easy is it for you to find out how to volunteer? 1 Not at all Very How welcomed / appreciated do you feel when you try to volunteer? Is the process to become a volunteer enjoyable? How much do you like the training program? How welcoming/comforting (not scary) is it to start volunteering? How friendly is the staff to you? How friendly are the other volunteers to you? How much do you like the staff / volunteers that you work with? Do you feel you belong and have a community at the organization? Does anyone notice when you don t volunteer? Do you feel that you are making a difference when you volunteer? Do you feel part of the organization s team and know what is happening? Do you have someone to go to when you have questions/issues? Do you feel heard when you bring up issues and suggestions? Do you trust the decisions made by the organization? Do you feel confident answering questions from the public? Do you feel safe handling animals? Do you feel staff trust, respect and appreciate you? How much do you look forward to volunteering? Would you be inspired to recommend the organization to others? Would you be inspired to donate? 2

3 Span of Control Exercise Organization s size: Culture of an organization Nature of volunteer job Volunteer program organization Skills and competencies of manager Volunteers skills and abilities Type of interaction among volunteers and employees Larger Span of Control Small, not a lot of animals, easy to get to know people Open and welcoming to outsiders Mostly happy interactions with animals with fairly quick, positive outcomes Well organized roles, expectations, training in place and working Skilled manager who follows up, is supportive and available for volunteers Ability to select volunteers and match them with the appropriate position Friendly, welcoming, appreciative Medium Smaller Span of Control / More Mentors May Require Mentors with Advanced Skills Very large (lots of animals, lots of people involved, etc) Closed and suspicious of outsiders High euthanasia rate, interactions with animals who have been abused/neglected Volunteer program is new not organized Unskilled or even dismissive manager, or no manager No ability to select volunteers and need to take in volunteers of all skills, ages, etc. Antagonistic, suspicious, old wounds Type of interaction among other volunteers Friendly, welcoming, appreciative Antagonistic, closed, clicks Type of interaction among citizens Very little or limited to mostly friendly interactions Regular interactions with citizens and need to provide customer service. Citizens who may be angry or even violent. Examples of Potential Advanced Skills for Mentors: Ability to positively handle angry people Ability to provide support and motivation Experience with animals Non-reactionary Very friendly and engaging 3

4 Important Questions as You Develop a Mentor Program: What is the role of a mentor? What authority should a mentor have? What qualities help make a person be a successful shelter/rescue volunteer? What type of volunteers does your organization need? What may indicate that a potential volunteer will be a success as a volunteer? What may indicate that a potential volunteer may have issues as a volunteer or cause problems? How should "problems" with volunteers be addressed? Should we "select" people for the program? Or should everyone be allowed? How do you test for good judgment? What are the MOST critical things for a volunteer to learn and what can they learn "on the job"? What role should mentors play in dealing with conflict / difficult volunteers? 4

5 Volunteer Mentor Job Description (sample every organization should define the role of their mentors) Job Description Mentors are critical members of the organization s team. They participate in the volunteer program by training potential volunteers and helping to select and orient official volunteers into the program. They welcome volunteers and help make them feel welcomed and appreciated. Mentors also assist with the creation of volunteer policies and procedures and help to ensure volunteers abide by them by serving as role models and continuing to provide mentoring and support to volunteers throughout their time with the program. Role: Mentors: Serve as role models to volunteers by modeling the role of the volunteer and positive interactions with other volunteers and staff; Stand behind and follow volunteer protocols; Take the pulse of the volunteers in the programs and bring concerns to the volunteer manager and help identify solutions to issues; Assist volunteers who may not be following volunteer protocols and may step in and give them guidance on correcting the action. However, mentors shall bring serious concerns or ongoing problems with a volunteer directly to the volunteer manager to handle; Answer questions from volunteers and make themselves accessible by welcoming volunteers on their shift and offering assistance, being active on the message board, doing extra tasks to make the volunteer program successful; Participate in mentor meetings led by the volunteer manager to give input on improvements/changes to the volunteer program; Recommend potential mentor candidates to the volunteer manager. Requirements: Mentors must: Be available up to 4 hours / month for training new volunteers; Attend the majority of mentor meetings; Complete training paperwork on each volunteer they train and file appropriately; Be able to assess potential volunteers and give feedback on their suitability to serve as a volunteer; Be able to cope with the issue of euthanasia and communicate about it appropriately with staff/volunteers; Have a high level of emotional maturity and ability to handle stress; Demonstrate a strong, consistent commitment to volunteering and following AWLA procedures; Have an overall positive relationship with staff/volunteers with no consistent or major complaints from others; Display a strong willingness to assist the public, staff and other volunteers; Have an overall positive and friendly attitude. Selection: The volunteer manager will select volunteers to ask to serve as mentors. The volunteer manager will request input from other mentors and staff members before finalizing a selection. Volunteers must serve at least 50 hours on a regular, consistent schedule before being considered as a mentor; Benefits: Mentors are: Included in the development and improvement of the volunteer program and have direct access to helping to give input to the volunteer manager; Invited to regular meetings the organization s leadership; Provided with their own pair of Shelter inside door keys and key to the outside gate/courtyard door to enter the building when the Shelter is closed and special polo shirts; Provided with ongoing training. 5

6 Volunteer Opportunity Description Time Commitment Requirements Administrative Support Animal Care Volunteer Assist with administrative tasks for our Development, Finance, or HR department. Assist with daily cleaning and disinfection of animal enclosures. Every hour spent by a volunteer on this task is an extra hour our staff can focus on staff only animals! hour weekly shift Regularly scheduled 3- hour shift from 9 am - 12 pm at least bi-weekly. Some positions may require a background check. Hands-on training with Animal Care staff Must possess: Average strength, vision and hearing, high level of dexterity, quick reflexes, and mental alertness. Animal Volunteer: Cat, Dog (Level 1), or Small Animal Volunteer Animal Volunteer: Dog Volunteer (Level 2) Animal Volunteer: TLC Cats or Dog Behavior and Training Volunteer Front Desk Professional Services Super Helper Transport: Spay/Neuter or Wildlife SAMPLE: Opportunities Document Carry out enrichment and stress reduction activities for our adoptable animals in their enclosures and help potential adopters find a new pet! In addition to Level 1 Dog Volunteer Activities take dogs to play in the yard or out on walks! Carry out enrichment and stress reduction activities for animals that are not yet ready for adoption. Assist the staff by directing visitors, answering basic questions, and providing general desk support. Lend your professional expertise to the AWLA! Volunteers help in a number of ways including: Veterinary services, professional grooming, professional photography, technical support, fundraising, event-planning, and many others! Assist with operational tasks including dishes, laundry, and donation sorting. Every hour spent by a volunteer on these tasks is an extra hour our staff can focus on staff only animals! Transport animals to or from the AWLA to veterinary appointments, other shelters, or wildlife rehabilitation centers. hour weekly shift. hour weekly shift. Coordinate schedule with Behavior & Training Department hour weekly shift. Varies hour weekly shift. Spay/Neuter: Available Tues, Wed, or Thurs from 8-9 am or from 3-6 pm. Wildlife: Willing to be contacted on short notice for transport. Hands-on training with Volunteer Mentor Must possess: Average strength, vision and hearing, high level of dexterity, quick reflexes, and mental alertness. 8 hours as a Level 1 Dog volunteer Hands-on training with Volunteer Mentor At least 6 months as cat or dog volunteer Recommendation by current TLC/B&T volunteer or staff member Hands-on training with staff and Volunteer Mentor Hands-on training with Front Desk Staff Contact volunteer manager for special requirements. Must possess: Ability to bend and lift objects up to 25 lbs; ability to stand for long periods. Must possess: valid driver s license and vehicle insurance. Next steps to becoming an AWLA volunteer: 1. Go to www. Alexandriaanimals.org/volunteerfoster/EXAMPLE and do the following: a. Fill out the online Volunteer Information Form b. Read and review the Volunteer Handbook c. Sign-Up for Shelter Basics training. All prospective volunteers are required complete the Shelter Basics - Volunteer Policies training. All in-shelter volunteers are additionally required to complete the Shelter Basics - Operational Support training. 6

7 Cat Dog 1 SMAM Training Checklist Shelter Basics Volunteer Policies Required All Volunteers Covered Training Item Liability form & VA shelter statement signed Review Handbook Safety Basics Working with the Public Injury Procedures Communication Review shelter tour & map Volunteer is ready to advance. Mentor Name: Mentor Signature: Operational Support Required In-shelter Volunteers Recommended All Volunteers Covered Proficient Training Item Cleaning, disinfectants, and OSHA regulations Dishes basics Laundry basics Treat prep Donations Crate sanitizing Volunteer is ready to become official or ready to advance to Animal Training. Mentor Name: Mentor Signature: Candidate s Name: Animal Training Hands-On Training Required Animal Volunteers Covered Proficient Training Item Signing In Safety Helping the Public Objective & Duties Animal areas & purpose Shelter stress in animals Animal body language Body language exercises Approaching and Handling Animal Learning Kennel Signage Entering / Exiting Enclosures Loose Animal Procedures Enrichment Activities Spot Cleaning Reporting Concerns Recording Observations Adoptions Process Volunteer is ready to become official. Mentor Name: Mentor Signature: Checklist for Official Status Info form submitted Liability form VA shelter statement Volunteer Agreement T-shirt ID Badge Volgistics information ed Additional Mentor Notes: 7

8 SAMPLE Volunteer Evaluation Form Date: Mentor s Name: Volunteer Candidate Name: Please rate and the Volunteer Candidate as: E for Excellent, G for Good, or N for Needs Improvement. Circle Category Rating E G N Attitude Notes E G N Relevant Knowledge E G N Ability to follow instructions E G N Communication skills E G N Animal Handling Skills E G N People Skills E G N Fit with organization E G N Ability to work independently E G N Physical & Emotional Ability I am excited about this volunteer because: I have concerns about this volunteer because: My recommendation is: this volunteer is ready to become official this volunteer needs more training with another mentor this volunteer needs more training with a staff member this volunteer is not a good fit for the AWLA 8

Leading the Way for Volunteer Programs

Leading the Way for Volunteer Programs HSUS Hilary Anne Hager, MNPL Director of Volunteer Engagement Humane Society of the United States hhager@humanesociety.org Megan Webb, MBA Executive Director Animal