3. Volunteer Recruitment - overview
Key Stakeholders
Volunteers, Volunteer managers, VCI Consultants & Whole Trust, Regional hubs / offices, Supporter Service Centre
Current Process
This process includes all activities related to volunteer recruitment across National Trust sites - including creating and
promoting volunteering ‘jobs’ online , to managing expressions of interest to application and selection
Current Challenges
• Approx 30% of enquiries lost / not followed up
• Balance of supply and demand – many properties don’t have the capacity to manage more interest. On the flip side
some are desperate and will accept anyone. Both approaches can lead to a poor supporter journey
• Confidence and capability of volunteering managers to say no to interest and signpost to other opportunities
• Clear and consistent guidance around selection e.g. when to ask for references - leading to reputational risks
Systems and
Processes
Programme
deliverables
• System - new recruitment website enabling prospective volunteers to search for opportunities and apply online. It
will also help managers promote and manage opportunities and ensure all volunteers have the appropriate screening
• Guidance – revised recruitment guidance – incl. new and improved section on managing initial interest and also
selection – including interview questions and different approaches to selection for different audiences
• Forms / templates – revised interest and application forms, role description templates, reference requests and
group activity forms
Benefits through
systems and
processes
programme
• Improved promotion of opportunities online – leading to increase in interest and ability to reach wider audience
• Online application process – leading to higher levels of conversion into active volunteers
• Ability to track people through the journey – will help efficiency , customer service and conversion rates
• Improved role of SSC will help manage expectations – signpost to other ways to support the Trust
• New guidance on selection will help build capability and confidence of volunteer managers
Pre system
implementation
(Dependencies)
• Single point of contact for all volunteer expressions of interest at each Trust place
• Recognition of the importance of good planning of volunteer opportunities (including being more proactive in areas
such as work experience and employer supported volunteering)
• Understanding of recruitment ‘foundations’ including new guidance and forms
3
4. Recruitment - Out of Scope
•
Pushing promoted opportunities from the recruitment system automatically onto
the DO-IT website
•
Automated approval process for volunteer opportunities
•
Replacement or modifications of the Snowball system (NT web based template
system)
•
Governance volunteer recruitment
•
Working holiday participant recruitment
•
Physical link between Traveller system (working holidays) and any new
developed systems
•
Fully integrated with social media – though links will be made
4
5. Recruitment – key principles
1. Our processes should make it easier for people to join in. They should be focused
on building relationships with people – helping managers to listen to and explore
volunteer motivations before matching them to an opportunity.
2. This does not mean we should be finding an opportunity for everyone – but aiming
for great service, being more supporter led and getting better at managing
expectations. The process is as much about the volunteer deciding whether they
like us, as about the organisation deciding to take on the volunteer
3. We should only be asking for and holding information as and when we need it
4. Different types of volunteering may be supported by different processes – eg.
collect more info for Internship applications to help shortlist as competitive process
5. Our offline process should mirror online process
6. Volunteer recruitment is changing. We need to become more flexible – which will
mean managing a much greater pool of interest. In reality properties are unlikely to
have the capacity to do this in the short term – so we need to keep things simple!
5
7. Recruitment – supporter journey
•
Different segments – curious minds, young experience seekers, families
•
Different stage of journey – current relationship with us, ready to get involved
now, wanting to find out more
•
Different channels – online, email, phone, face to face, onsite, open days
•
Our processes will need to support above scenarios with the aim to grow long term
support as well as place people as volunteers
Next few slides support most common journeys A. Prospect keen to get involved, finds opportunity and applies
B. Prospect keen to get involved, but can’t find what they are looking for
C. Prospect wants to find out more, have a conversation before taking next step
D. Prospect keen to get involved, finds activity (requires no screening) and
books a place (recruitment ‘light’)
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8. Online recruitment – general volunteering
A. Keen to get involved, finds opportunity –
submits application
•
•
Process in place to support people who are ready
to get involved
Prospect can choose more than one ‘job’
opportunity to apply for. Use of wish lists to select
several jobs and then complete appropriate online
forms
•
All applications (emails, online forms) will be
acknowledged automatically and then followed up
by local contact within 10 days
•
Application form can be printed to bring to informal
discussion – to complete missing info
•
Application form presented in different sections.
Separate info captured for specific jobs to support
screening
Prospect goes online and searches
for an opportunity
Finds ‘job’ opportunity and
completes and submits online
application form (plus optional
equal opportunities form) and
receives auto acknowledgement
Data automatically transferred into
YourVolunteering and nudge sent to
manager
Prospect receives a follow up call /
email with local recruitment contact
to discuss application and next
steps
Local contact sends info to vol
manager (may be same person!)
Line manager arranges informal
discussion / interview
References requested if needed
Prospect attends interview /
informal discussion
Mutual decision made to continue
Start date agreed
Screening steps complete –
YourVolunteering updated –
volunteer now Active
8
9. Online recruitment – general volunteering
B. Keen to get involved but can’t find an
opportunity – submits expression of interest
Prospect goes online and searches
for an opportunity
Either no jobs available or can’t find
one that suits them
Directed to an online interest form
•
Interest form very simple. Details automatically
transferred into YourVolunteering – so managers can
view
•
Ideally conversation should be had with all interested
volunteers
•
Some managers may decide that due to capacity the
prospect is added to a ‘waiting list’
•
•
•
SSC will help manage general interest – directing
people to local contacts where possible. Potential
‘pinch point’ – so need to manage expectations /
provide great customer service.
If on ‘waiting list’ prospect to be sent auto alerts when
new opportunities for that particular property are
made live. Time limit for people to remain on a list
Properties can decide whether to send extra info such
as open days, other events
Auto acknowledgement received
when form submitted
If location field completed – interest
details sent to local contact
Otherwise – interest details sent to
Supporter Service Centre (SSC)
SSC calls prospect.
Talks through options - incl add to
local waiting lists, signposting to
national opportunities such as
Working Holidays and other ways to
support the Trust
Nudge sent to local manager – re.
waiting list of interested people
Prospect receives a call from local
contact to discuss interest
Agree / communicate options.
Include invite to Open Day, remain
on waiting list, other ways to
support local place, signposting to
other organisations or invite to a
meeting
9
10. Online recruitment – general volunteering
C. Would like to find out more before proceeding
Prospect goes online
•
Process used for individual volunteers who are
unclear or unsure how to proceed
•
Details only logged if move to expressing interest or
wanting to stay in touch via a waiting list
•
Process also used for volunteer groups where contact
needed first to talk through potential (in the absence
of online forms and specific opportunities. Ideally like
to introduce this for employer supported volunteering)
•
Group info held on separate pages
Info provided on website to paint
picture of types of opportunities
available – ways to get involved,
case studies, testimonials
Searches for a job but is not ready
to apply
Two options 1.
Contact property to find out
more. Each job / property will
have clear contact details
(name, phone, email)
2.
Contact SSC. Contact details
provided in a slightly hidden
‘contact us’ section
SSC or local contact to add details
onto YourVolunteering if prospect
would like to stay in touch /
interested. Otherwise no data
needed – except call logged by SSC
10
11. Online recruitment – general volunteering
D. Finds a one off opportunity (no screening)
– books onto a volunteering activity
•
•
•
•
Recruitment ‘light’ would enable individuals or
groups (particularly relevant to families) to book or
reserve a place on a volunteering event or activity –
without having to go through further checks or
discussions
Prospect completes and submits
online reservation form and
receives auto acknowledgement
Examples include Family Volunteering, volunteering
‘one off’ days, helping out at events
Limit placed on number of
bookings
Online form completed to reserve place – would
capture all details needed – such as contact
info, number of people, emergency contacts etc.
Where no booking is needed, such as ‘Drop In’
days – then no online form required. Just contact
details provided for further info. Details of
volunteers added retrospectively onto the system
Prospect goes online and finds
volunteering activity they would
like to attend / support
Prospect receives confirmation of
booking and further details by
email
Prospect updated if changes made
to activity
Volunteer/s attend / turn up
Further details captured if missing.
Can be entered onto
YourVolunteering retrospectively
11
12. Volunteer Recruitment
Search for an opportunity / ‘job’
Note: the following slides aim to reflect the Volunteer and
Volunteer Manager experience and process flow. The system and
role names are undefined, screens shown are not wireframes.
12
13. Prospect Volunteer goes onto MyVolunteering
(Login is not required to access the recruitment pages)
13
15. General search for an opportunity - basic search / browse
Search for volunteering opportunities
(Trust place, Town / City, Postcode)
Roles than can be done at home, or
anywhere in the country
Interactive map
List of local opps
•
List all opps within 30 mile
radius
Links to more ways to
volunteer
•
Separate ‘tab’ to highlight other
ways to get involved
•
Links to national / other opps
•
Opportunity name
•
Summary description
•
Time period / start date
•
Internships
•
Location
•
Working Holidays
•
Distance from location
•
Campaigns
•
Allow user to order by date and
distance
•
Big Family Day Out
•
Fundraising / Supporter
Groups
•
Click to see more details
15
16. Advanced search options
Search for volunteering opportunities
Accommodation provided?
(Trust place, Town / City, Postcode)
Yes / No
Area of interest
(Drop down list that would include Vol Type and Job
Recruitment Family)
Your availability
(Weekdays, evenings, weekends or days of the week
am / pm)
When / how often
(Drop down list – once a week, once a month, full
time, project, one-off)
Who with?*
Drop down list – friends, family,
team, young people
* less of a priority
Keyword search
(free text field – linked to meta data)
16
17. Volunteer Interests
Volunteer Interests – drop down list used in the advanced search
Each job could have multiple interests
* Indicates same as MyPlace
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Archaeology
Administration*
Catering*
Countryside & Coast
Digital & Social Media
Education & Learning
Family Volunteering
Finance*
Fundraising*
Gardening*
Governance
House & Buildings
IT
Legal*
Management*
•
•
•
•
•
•
•
•
•
•
•
Marketing & Communications*
Nature Conservation*
Policy & External Affairs
Publishing, film & photography*
Retail*
Surveying*
Training & Development
Visitor Experience & Events
Volunteer Management
Working Holidays
Work Experience
As part of user testing good to test language
and whether these categories link to
appropriate roles
17
18. General search results – summary display
Once the prospective volunteer has entered details into the search then a summary list of
opportunities will be displayed
Local to you – 45 opportunities found
Opportunity - Garden Guide – Quarry Bank Mill
Distance – 10.3 miles When – 25 May -
What – exciting two lines about how great the garden guide role is …..
Find out more
Opportunity – Gardener – Dunham Massey
Distance – 12 miles
When – June onwards
What – spend time in our fantastic winter garden….
Find out more
Opportunity – Tuesday Taskforce – Lyme Park
Distance – 15 miles
When – First Tuesday of each month
What – join a team repairing the footpaths in our woodland…
Find out more
18
19. General search results – detailed display
Opportunity
Garden Guide
Ref no. – VQBM001
Where
Quarry Bank Mill
Distance – 10.3 miles
When
25 May -
What – fuller description about how great the garden guide role is
What we’re looking for?
Bullets – incl number people
Picture of
property?
What can you gain?
Bullets
Tags? Print?
Contact
first name, last name, email address
Further Information* downloadable files, link to QBM
Share opportunity
(links to Social Media to
facebook, email a friend)
Apply
Info would be the same as that held within the role
descriptions
19
21. Online recruitment – what info is captured when?
General - Online Interest Form
General - Online Application Form
Informal discussion / before start
•
Title, first and last name
•
Title, first and last name
•
Health / access requirements
•
Postcode
•
Full address incl. postcode
•
•
Email
•
Email
Support notes from informal
discussion
•
Phone, mobile
•
Phone, mobile
•
Emergency Contact
•
Preferred contact
•
Preferred contact
•
Location – are you interested
in a particular Trust place?
•
Why are you interested in this
opportunity?
What type of opportunity are
you interested in?
•
•
Dependent on age / job
•
DBS forms
•
Parent & Guardian Consent
Why do you think you would be suitable?
•
Drivers Details
•
Availability –
weekdays, evenings, weekends
•
Photo copyright
•
Ideally copies of the above
scanned into
YourVolunteering – if not
paper files needed for each
volunteer – sensitive info
•
Are you over 18?
•
Resident of EU?
•
Access to a vehicle
•
Data Protection statement
•
Criminal convictions declaration
•
Date (auto added)
•
Date of birth
•
Eligibility – declaration Resident of EU?
•
Data Protection and confidentiality
statement
After start
•
Skills
•
Date (auto added)
•
Change of details
•
** References and DBS details requested
if selected by recruiting manager
•
Notes
•
NB. Equal opps data separate online
•
Training
21
22. Offline recruitment – general volunteering
Prospect contacts local property / office
by phone, email or face to face
•
There are many ways to express interest in volunteering
offline – recruitment fairs, Open Days, visitor reception
•
At all touchpoints prospects should be inspired about the
Trust and volunteering and be clear what happens next
•
In all cases basic contact details should be captured –
interest postcard
•
Ideally these details should be entered onto
YourVolunteering
•
Interest is then followed up – with process similar to online
•
If no opportunities are available then details entered onto
waiting list
•
Application packs could be used for people to take away –
however prospects should be given a card that directs
them to MyVolunteering to find out more
Local recruitment contact discusses
interest and potential opportunities.
Details entered onto YourVolunteering
Initial contact details / Interest form
(postcard) completed – could be done
over the phone or by prospect themselves
If opportunity available - extra info
(application info – including link to online
details) sent to prospect including next
steps (open day, informal discussion)
If no opportunity available – prospect
added to waiting list
Prospect either applies online or if no
access to internet, completes form and
returns by post / brings to informal
discussion / Open Day
Process – same as online – informal
discussion, screening – start if all happy!
22
24. Volunteer Screening
Process
•
When setting up a job the volunteer manager must decide on the appropriate screening needed
•
Each job will have only one volunteer type. Each type has a standard screening plan
•
Volunteer Manager can have the ability to add or remove different aspects of the screening plan.
They can do this within fields linked to the job. Guidance will be provided on how to decide what
screening will be needed
•
Once an aspect is completed then this will be confirmed by the manager – tick box
•
Once all aspects have been completed and a start date agreed then a volunteer will become Active
Business rules
•
All volunteers (except recruitment light) should have some sort of interview / informal discussion
before starting
•
All volunteers will need to have self declared (tick boxes) on criminal convictions and eligibility to
volunteer in this country. This info will be held on the application form (online and offline)
•
Two references are needed for jobs that involve financial info or cash handling, access to sensitive
info, working with young people and where there is potential reputational risk (eg. social media)
•
A DBS declaration needs to be completed for jobs that need a check – to ask vols to declare spent
and unspent convictions. The VM will need to decide whether this is needed and provide vols
separate info. System would record whether a DBS check has been received
•
If it is deemed that References and DBS checks are needed then they must be received before a
vol starts
24
25. Screening plans by volunteer type / job family
Volunteer Type / Job
Family
Interview /
discussion
– happy to
proceed
Criminal
Convictions
(declaration
on app form)
Eligibility
(EU / EEA)
(declaration
on app form)
References
Archaeology
Y
Y
Y
Buildings
Y
Y
Y
Business Support
Y
Y
Y
Catering
Y
Y
Y
Collection Care
Y
Y
Y
Countryside
Y
Y
Y
Digital & Social Media
Y
Y
Y
Y
Driving
Y
Y
Y
Y?
Education
Y
Y
Y
Y
Engineering
Y
Y
Y
Environmental practices
Y
Y
Y
Events
Y
Y
Y
External Affairs
Y
Y
Y
Finance
Y
Y
Y
Food and farming
Y
Y
Y
Forestry
Y
Y
Y
Fundraising
Y
Y
Y
DBS
Job Specific
training
Other
Y?
Drivers Details
Y
Y
25
26. Volunteer Type / Job
Family
Interview /
discussion –
happy to
proceed
Criminal
Convictions
(declaration
on app form)
Eligibility
(EU / EEA)
(declaration
on app form)
Gardens & Parks
Y
Y
Y
General Management
Y
Y
Y
Governance
Y
Y
Y
IT
Y
Y
Y
Legal
Y
Y
Y
Marketing &
Communications
Y
Y
Y
Nature Conservation
Y
Y
Y
Project Management
Y
Y
Y
Publishing, film &
photography
Y
Y
Y
Retail
Y
Y
Y
Rural Surveying
Y
Y
Y
Training & Development
Y
Y
Y
Visitor Experience
Y
Y
Y
Volunteering &
Community Involvement
Y
Y
Y
Work Experience
Y
Y
Y
Working Holidays
Y
Y
Y
References
DBS
Job Specific
training
Other
Y
Y
Y?
PCI ?
Leader
weekend /
MIDAS
Assessment
Centre
26
27. Volunteer Recruitment
Online process – volunteer manager
experience
Note: the following slides aim to reflect the Volunteer and
Volunteer Manager experience and process flow. The system and
role names are undefined, screens shown are not wireframes.
27
28. Volunteer Manager securely accesses YourVolunteering
class Recruitment CRM
Opportunity search
Search by Opportuni ty name
Core or non core opportuni ty
Fi lter opportuni ty status (e.g. Acti ve)
Opportuni ty type
Opportuni ty category
NT Property
Creati on date
Opportuni ty ow ner
Opportuni ty reference number
Keyw ord
Others.....
Recruitment - CRM
Opportuni ty search
Logi n
Opportuni ty detai ls
Create opportuni ty
Edi t opportuni ty
Opportuni ty appli cati on form selecti ons
Opportuni ty screeni ng plan
Archi ve opportuni ty
Promote opportuni ty on recrui tment w ebsi te
Promote opportuni ty on soci al medi a
Key recrui tment assumpti ons:
All NT properti es w i ll have a clear poi nt of
contact for expressi ons of i nterest
All opportuni ti es w i ll have a opportuni ty ow ner
and opportuni ty contact (these roles may be
covered by the same person or by a team)
Opportuni ty detai ls (equi valent of role profi le)
Set of core opportuni ti es
Opportuni ty status - Draft, Acti ve, Archi ve
Pri nt/save electroni c fi le opportuni ty detai ls
Pri nt/save electroni c fi le opportuni ty appli cati on form
Pri nt/save electroni c fi le expressi on of i nterest form
Opportuni ty appli cati on form
Expressi on of i nterest form
Screeni ng plan w i th selectable opti ons e.g.
References
28
29. YourVolunteering – managing interest / applications
class Recruitment CRM
Recruitment - CRM
Process offli ne opportuni ty appli cati on
Process offli ne expressi on of i nterest
Managi ng w i ati ng li sts
Managi ng volunteer appli cati ons
Managi ng screeni ng plan
Respond to 'Contact us' enqui ry
Respond to 'Expressi on of i nterest'
Update volunteer communi cati on record
Update volunteer detai ls
29
30. YourVolunteering – job admin, reporting
class Recruitment CRM
Recruitment - CRM
System Admi n - set up
Set up NT Property Volunteeri ng Contact
Create core opportuni ti es
Fi nd read recrui tment gui dance
Recrui tment/Expresssi on of i nterest tracki ng
Run recrui tment reports
Report equal opportuni ty data
Run opportuni ty campai gn
30
32. Summary of main business decisions / changes
1. Introduction of new search engine – linked to property pages
2. Replace Registration form with Interest and Application forms
3. Online approach becomes the default – focus on self service. Minimise paperwork
4. Clear point of contact for recruitment at every property / office
5. Intro of enquiry handling / response times / ‘SLA’s’
6. Capturing details of enquiries onto YourVolunteering
7. More time needed upfront – to support initial conversation, help manage expectations
and provide great customer service
8. Use of waiting lists and better approach to referrals / signposting
9. References only needed for certain roles / ‘jobs’
10. Introduction of core jobs (standard templates – local flexibility to alter)
11. Introduction of equal opps form (optional and just online)
12. Introduction of screening plans
13. Move towards more proactive approach to work experience & employer supported
volunteering – dependent on planning
32
