The National Volunteer Survey

Transcription

1 The National Volunteer Survey MS Society of Canada Background The National Volunteer Engagement Task Force has been asked to provide perspective and critical thinking to the development of a nationwide strategy to enhance the volunteer experience and potential in the MS Society. In pursuit of this mandate, the Task Force commissioned a National Volunteer Survey to generate data and insight related to the motivations, expectations, experiences and recommendations of volunteers. Two surveys were conducted during November and December, 2013; one for current volunteers and a second for lapsed volunteers (those who had not been active over the past 12 months). Both surveys were available in both English and French. Response Invitations to participate in the survey were sent to volunteers on all lists held at the Chapter, Division and National levels. Participants were provided with a link to the online surveys. A total of 1,352 volunteers responded (1104 current volunteers/223 lapsed volunteers). Given that this self-selection process was not a scientific random sample of all volunteers, the survey must simply be viewed as an opportunity for Society volunteers to provide input to the work of the Task Force. Examples of a possible bias through online selfselection include higher levels of participation by very engaged volunteers, individuals who have had a negative experience, and Society volunteers with higher levels of education and computer literacy, Attachment 1 provides the statistics describing who chose to respond. Respondents: had a close and personal connection with MS (34% had MS; 28% had a family member with MS; 16% had a close friend with MS) were under the age of 80 with 50% in the 49 to 67 age range (22% aged 33-48; 15% aged 14-32); 12% aged 68-80) over 50% were employed (42% full time; 12% part-time); 27% were retired; 13.5% not currently working due to health or disability; 8% were student; 5.5% home makers; 2.5% unemployed and looking for a job) were highly educated with 76% having post-secondary certification (35% college/technical; 29% university graduate; 12% post graduate degree) 70% were female; 30% male came from all MS Society regions or divisions (Ontario 34%; Alberta/NWT 18%; BC/Yukon 15%; Quebec 12%; Atlantic Provinces 8%; Manitoba 6.5%; Saskatchewan 6.5%). 1

2 About the Volunteer Activity Itself MS Society volunteers are generally committed, with the highest percentages of current volunteers having served for 3-20 years. Not surprisingly, the longevity rates for lapsed volunteers are somewhat lower, but still significant. Ab o ut ho w lo ng ha ve yo u b e e n a n MS So cie ty vo lunte e r? Curre nt La p se d T OT AL less than 1 year 1 to 2 years 3 to 5 years 6 to 10 years 11 to 20 years (WOW) more than 20 years (you are amazing!) 15.1% % % % % % % % % % % % % % % % % 7 6.6% Many MS Society volunteers serve in 2 or more capacities. However, the most common volunteer activity relates to special events such as the MS Walk or MS Bike. Fundraising is the second most common activity, followed by service on Boards or Committees/Task Forces. T hinking o f the p a st 12 mo nths, in wha t a re a s o r wa ys ha ve yo u vo lunte e re d fo r the MS Society? Please check all boxes that apply. Answer Options Current Lapsed T OT AL Special Events (e.g. MS Walk, MS Bike) 81.6% % % 1068 Client Services/Programs (e.g. exercise group facilitator) 12.7% % % 147 Fundraising (either at an MS hosted event or on your own) 40.1% % % 488 Administration/Office Support 11.0% % % 139 MS Ambassador (e.g. speaking engagements 11.9% % % 146 Special Project 7.3% % % 92 Committee or Task Force (e.g. MS Walk Committee, 18.3% % % 215 Board of Directors 20.9% % % 248 Other 15.9% % % 196 answered question skipped question Only current volunteers were asked about the number of hours they contributed over the past year. Approximately 58% donate 30 hours or less per year. While there are significant numbers giving many times that amount, the rate falls off dramatically in the higher time commitment categories. T hinking o f the p a st ye a r, a p p ro xima te ly ho w ma ny ho urs ha ve yo u co ntrib ute d a s a vo lunte e r to the MS So cie ty? 10 hours or less 11 to 30 hours 31 to 60 hours 61 to 100 hours 101 to 150 hours 151 to 250 hours 251 to 400 hours 401 to 650 hours 651 to 1000 hours over 1000 hours Resp o nse Resp o nse 31.3% % % % % % % % % 9 1.2%

3 Almost 70% of the volunteer activity (reported by those who chose to respond) occurs at the Chapter level. Ove r the p a st ye a r, ha s yo ur vo lunte e r a ctivity b e e n p rima rily a t the Ad viso ry Co uncil, Cha p te r, Divisio n o r Na tio na l le ve l? Curre nt La p se d T OT AL Advisory Council Chapter Division National Combination 3.6% % % % % % % % % % % 2 1.5% % % % Current volunteers who indicated that their service was primarily at the Chapter level, were also asked about the relative size of the Chapter service area. Almost 75% of the Resp o nse Chapter level activity occurred in Chapters serving a city of over 50,000 population. Chapter or Advisory Council serving a rural area or small Chapter serving an urban area or community of thousand Chapter serving a city of over 50,000 population. 6.6% 18.9% 74.4% If yo u se le cte d 'Cha p te r' a b o ve, ho w wo uld yo u d e scrib e the co mmunity the cha p te r se rve s? If yo u se le cte d Divisio n o r Natio na l, p le a se skip this q ue stio n. Resp o nse Close to half of the current volunteers are also members of the MS Society and/or donors. Are yo u a lso a me mb e r o f the MS So cie ty a nd /o r a d o no r? Che ck a ll tha t a p p ly. Yes, I'm a member of the MS Society Yes, I'm also a donor No 48.1% % % Over 60% of MS Volunteers also donate their time to other organizations. Do you volunteer with other organizations as well as the MS Society? Current Lapsed T OT AL Answer Options No, only the MS Society yes, 1 other yes, 2 others yes, 3 others yes, 4 or more others 37.4% % % % % % % % % % % % % % % 120 answered question skipped question

4 About Motivations and Interests Current volunteers were asked to consider each of 11 possible motivations and rate the relative importance of each to them as individuals. A rating of 1 meant not at all important; a rating of 7 meant extremely important. The chart below summarizes the overall response. MS Society volunteers are primarily motivated by the cause and mission of the MS Society and a strong desire to use their skills and experience to make a difference and have an impact in their community. The equal motivational focus on each half of the cause and mission is notable. 4

5 Current volunteers were also asked about the quality of their volunteer experience with the MS Society from several perspectives. The first perspective asked about whether their volunteer work gave a sense of pride and accomplishment, used their skills and experience, had impact/made a difference, and was personally meaningful. The responses are summarized in the chart below. The rating scale indicated level of agreement with the statement; 1 meant strongly disagree, 7 meant strongly agree. The ratings indicate a relatively high level of satisfaction with the overall volunteer experience, from the perspective of personal significance. In interpreting the average ratings in the chart above (and subsequent), consider that a positive rating will be a 5, 6 or 7. A rating closer to the mid-point of 4 means that agreement or satisfaction levels are minimal. A rating of 1-3 is a negative rating measuring extent of disagreement or satisfaction. From this perspective, the 5.1 rating given to effective use of volunteer skills and experience indicates some room for improvement. 5

6 Both current and lapsed volunteers were asked to agree or disagree (on a 7-point scale) with several statements that reflect the volunteer climate at the MS Society indicators of the organizational culture from the volunteer engagement perspective. Once again, the Society can be generally pleased with the overall ratings; noting room for improvement. It is noteworthy that the experience of lapsed volunteers was not quite as positive in every area of enquiry. Current volunteers were asked to reflect on the quality and appropriateness of the support they receive as volunteers. A low rating indicates dissatisfaction; a high rating indicates satisfaction with that type of support. Again, ratings are relatively positive; with room for improvement across the board, in all areas mentioned. 6

7 About Future Plans Current volunteers were asked if the intended to continue volunteering for the MS Society in the year ahead. A definitive 89% replied in the affirmative. When current volunteers were asked about the level of volunteer commitment in the year ahead, indicated by number of hours they plan to contribute; the data shows a stable volunteer base either planning to give the same or somewhat more hours in the future. Additional good news can be found in the responses of lapsed volunteers (not active for the last 12 months) to the question of how likely it is that they would return to the MS Society as a volunteer. Almost two-thirds remained interested in future volunteer roles with the Society; 39% indicating that a return was very likely. 7

8 Current volunteers were also asked about their level of interest in options regarding how those hours would be used. The lowest rating on the 7-point scale indicated not at all interested ; while the highest (7) indicated very interested. The greatest interest focused on involvement in significant activities or events that happen 1-4 times per year (perhaps a reflection of their comfort level with current assignments. Intensive shortterm, special projects or assignments attracted more interest than regular weekly or monthly assignments over a number of years. When current volunteers were asked if they wanted to diversify their volunteer activity by trying a different category, level in the organization or special project; they indicated relatively low interest. 99 individuals commented on the specific skills they would like to volunteer. The skill categories most often mentioned are listed below: communications public speaking government relations organizational leadership (strategic, finance, organization) administration (accounting, computer skills, team leadership) project management fundraising event planning. An online link is available to provide access to the complete list of verbatim comments about skills and experience. 8

9 Current volunteers were also very satisfied with communication, expressing relatively low levels of interest in interactive websites and/or social media. Note the approximate 9% who like to be contacted over the phone. Comments, Advice and Recommendations Both surveys (for current and for lapsed volunteers) provided several opportunities for respondents to offer comments, advice and/or recommendations; triggered by open ended questions. This section of the report provides an overview of the most often mentioned response categories. Online documents are available that provide the complete verbatim listing of all 2,863 comments. Members of both the Volunteer Engagement Task Force and related Advisory Committee will review ALL comments. Both current and lapsed volunteers were asked: In your opinion, what are the two or three most important things the MS Society could do to improve volunteer engagement in general? Responses were clustered so that similar comments were grouped. Phrases were then developed for each cluster/group. Respondents asked for: improved communication in general (about events, about the Society, about plans both to volunteers and between levels of the organization) better information about volunteer opportunities (Society needs and requirements) improved public visibility, education and awareness (about MS, the work of the Society and the need for volunteers) clarity about their role and commitment (task descriptions, clear instructions, definition of responsibilities, expectations, time commitment required) effective orientation, training and mentoring more personal connections (both staff/volunteer and facilitated interaction among volunteers) listening to volunteers (more opportunities to have input, improve events/services) meaningful roles and the matching of skills to roles (leveraging the full range of talents that volunteers are prepared to offer) 9

10 better use of online tools and social media improved organization, leadership and staff engagement (in general, and more specifically for events, volunteer tracking system) financial transparency and a better balance of how raised funds are used (local/division/national as well as research/quality of life) more respect for and recognition of volunteers youth-focused recruitment. Current volunteers were also asked: What is the most important thing the MS Society could do differently to help make YOUR VOLUNTEER CONTRIBUTION as effective, meaningful and satisfying as possible? The response clusters focused on similar themes (to the above question): communication with volunteers (information about the Society and upcoming volunteer opportunities) improved training recognition and appreciation of volunteers respecting and valuing volunteers listening to volunteers with a little more emphasis (than in the previous question) on keeping the focus at the local or chapter level. Current volunteers were also asked: Is there anything that the MS Society does that turns you off as a volunteer? The most common responses clustered around the following themes: poor communication (with many wanting more and some mentioning too many s) lack of respect for volunteers concerns about staff and leadership (attitude, support, turnover, emphasis on paid staff) poor use of volunteer time at events (not enough to do, disorganization) Chapter/Division/National interaction (communication, collaboration, balance, bureaucracy) Financial Issues (cost of paid staff, distribution of raised funds, transparency) donor exhaustion (overlapping asks, competition from levels in Society). Lapsed volunteers were asked a related question: What was the main reason you stopped volunteering for the MS Society? Remembering that approximately two-thirds of those who had not volunteered for the Society in the last 12 months were planning to re-engage, many of the responses simply had to do with being busy with other responsibilities and/or scheduling conflicts (not available for the time slot offered). A negative change in health/ability for the individual or a family member was also a frequently mentioned reason. Comment clusters that require attention include: not asked by the Society, even though willing relocation (inability of the Society to track and re-engage a moved volunteer) organizational concerns (restructuring, CCSVI, event organization, staff support). Lapsed volunteers were also asked: What could we as a Society do to attract you back? While there were 127 comments only two themes or clusters emerged: just ask, keep in touch connect with my skills and experience and help me find something more meaningful/challenging. 10

11 The last open ended question posed to current volunteers asked for advice to the Task Force about building a National Volunteer Strategy: The Volunteer Engagement Task Force has been asked to develop a nationwide strategy that builds organizational capacity and meaningful opportunities for volunteers to be engaged in all facets of MS Society operations. Do you have any other advice that will help them address this challenge (comments of any kind)? Responses clustered around the following themes: identifying and capitalizing on the skills and experience of current volunteers (meaningful assignments, special project potential, assignment matching) orientation, training and mentoring respecting, valuing and recognizing volunteers relationship building with volunteers (communication, personal connections, online/social media, facilitated interaction among volunteers) strengthen local level volunteer engagement capacity recruit youth. Conclusion and Overall Impression The Task Force has just received this initial overview of the survey results (January 14, 2014). Conclusions will not be drawn until TF members have had the opportunity to review all 2,863 comments. However, at this early stage the overall impression given by respondents suggests: that the MS Society can be proud of its volunteer engagement record to date. Volunteers consistently give positive ratings, regardless of the question asked. there is room for improvement in almost all aspects of volunteer support practice. Many suggestions and constructive comments have been provided by respondents; all will be taken into consideration as the Task Force develops its recommendations to the National Board. a significant challenge for the MS Society given the broad range of comments and suggestions made by respondents. After an initial review of this document, Task Force members have a much better understanding of expectations and are also aware of the large investment and transition effort required to deliver systemic improvement of volunteer engagement at all levels, in all parts of the country. This challenge will guide the work of the Task Force as it completes its assignment. 11

12 Attachment 1: The Respondents Do yo u ha ve a d ire ct co nne ctio n with MS? Current Lapsed T OT AL Answer Options Yes, I personally have MS Yes, a family member has MS Yes, a close friend has MS No, it's the cause that attracted me 35.3% % % 30.7% % % 17.1% % % 31.2% % % answered question skipped question W he n we re yo u b o rn (using the g e ne ra tio na l ra ng e s liste d b e lo w)? Curre nt La p se d T OT AL before 1933 (81 years or older) between 1933 and1945 (68-80 years of age) between 1946 and 1964 (49-67 years of age) between 1965 and 1980 (33-48 years of age) between 1981 and 1999 (14-32 years of age) 1.1% % 0 0.9% % % % % % % % % % % % % W ha t is yo ur curre nt e mp lo yme nt situa tio n? Curre nt La p se d T OT AL Employed or self-employed full time 43.3% % % 424 Employed or self-employed part time 11.8% % % 120 Home maker 2.0% % % 55 Not currently employed due to health or disability 15.8% % % 135 Retired and not working 30.5% % % 273 Unemployed and looking for a job 2.6% % 4 2.5% 25 Full-time student 7.1% % % 75 Part-time student 0.7% 6 0.5% 1 0.7% What is the highest level of education that you have completed? Current Lapsed T OT AL Answer Options less than high school high school graduate college or technical school graduate university graduate post graduate degree 4.4% % 4 4.0% % % % % % % % % % % % % answered question skipped question

13 Are yo u ma le o r fe ma le? Curre nt La p se d T OT AL Male Female 31.6% % % % % % W he re d o yo u live (b y MS So cie ty Divisio n)? Curre nt La p se d T OT AL Atlantic Provinces Quebec Ontario/Nunavut Manitoba Saskatchewan Alberta/NWT BC/Yukon 8.0% % % % % % % % % % % % % % 9 6.5% % % % % % %