Are you haunted by volunteer turnover and burnout?
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If volunteer turnover, burnout or challenges are part of your association's daily life, we're hear to tell you, there is a better way! Walk through the common causes of volunteer challenges along with tactics and strategies to help counteract and get ahead of them in the future.
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Are you haunted by volunteer turnover and burnout?
- 1. Are you haunted by chapter volunteer burnout & turnover?
- 2. ABOUT Why Are We Doing This? Kyle Bazzy Director of Growth at Billhighway Proud Detroiter Billhighway Technology that solves real problems exclusively for component-based organizations Founded in 1999
- 3. AGENDA Why Are You Here? Volunteers can be your greatest asset or your greatest downfall You need a way to combat volunteer turnover Responsibilities for chapter volunteers need to be simplified
- 4. Do any volunteer horror stories come to mind? Nightmares
- 5. When done right, the chapter experience can be one of the biggest drivers of member retention. ARMA members named their chapter engagement as their top benefit on member- satisfaction surveys, [Trevor] Mitchell said. “If we’re investing in them, it increases our national retention rate and growth rate.” http://marinermanagement.com/how-we-help/engage-volunteers Volunteerism is like a living organism. It grows, declines and changes in response to the stimuli surrounding it. – Mary Merrill "
- 6. Chapter Volunteer Leadership 65% Full-Time HQ Employees 3.3 Mariner Management’s 2016 Chapter Benchmarking Study THE CHALLENGE There’s a Lack of Staff Lack of staff = Volunteers are a must
- 7. THE CHALLENGE Good Volunteers are Hard to Find Why are good volunteers hard to find?
- 8. Job Market Changing Millennials Demographics Experience > Busywork Professional Development 2015 Billhighway Millennial Benchmark Study
- 9. Bad Volunteers Mediocrity Fear Of Unknown Performance Standards http://marinermanagement.com/resources/blog/2016-05-18/low- performing-volunteers-are-hurting-you-more-you-know
- 10. Inability To Try New Things Lack of Innovation Reinvent Processes Good Ideas Disregarded Association Innovation Benchmarking Report
- 11. TAKEAWAYS Key Volunteer Takeaways 01 Volunteers desire: BUILD A CONNECTION To be connected to a project or task that is meaningful and makes a difference 02 PROVIDE OPPORTUNITIY An opportunity that makes good use of their skills and experience 03 LESS COMMITMENT Less of a time commitment – fits into their life
- 12. The Challenge How do you prevent volunteer burnout?
- 13. Pains Meet face-to-face VOLUNTEER BURNOUT Survey Your Volunteers Where is everyone at?
- 14. Get on the same page VOLUNTEER BURNOUT Align Strategy Align chapter to national strategic plan objectives
- 15. http://www.wildapricot.com/articles/multichapter-benchmarking-survey-highlights TEMPLATES No standard templates 77% 37% 35% DATABASE Each chapter has own membership database RECRUIT Chapters solely responsible for recruitment VOLUNTEER BURNOUT Where Should You Spend Your Time?
- 16. VOLUNTEER BURNOUT Leadership/Volunteer Tools Online Document Sharing (free versions available) Google Docs 4 Shared Scribd DropBox Online Calendar (free versions available) Yahoo Groups Google Groups Groupsites - offers full group services (free & fee based) Scheduling (one of our favs!) Doodle - allows you to poll a group on tentative meeting times & avoids back-n-forth emails (free & fee based - paid subscription includes a calendar connect feature) Additional Resources NonprofitReady.org - Free Online Volunteer Management Training (a bit focused on c3 but has some gems) Mindtools - career building videos: Leadership Skills: Become an Exceptional Leader Leadership Hub - resource for leadership skills: The Leadership Hub | Award-winning Leadership Development
- 18. VOLUNTEER BURNOUT Automate Invest in an AMS software
- 19. TAKEAWAYS Chapter Leader/Volunteers Chapter leader/volunteers can be one of your greatest assets for: Member Retention Recruitment Engagement What do you need to do to set them up for success in those 3 areas?
- 20. http://twentyhats.com/1678/ The Challenge What do you do with absent volunteers?
- 21. ABSENT VOLUNTEERS How Do You Measure Up? What other tools & tactics have you tried to make volunteers’ lives easier and have they worked?
- 22. ABSENT VOLUNTEERS Succession Planning Where do you start?
- 23. ABSENT VOLUNTEERS Responsibilities Job Description Due Dates Communicate Expectations Next In Command
- 24. How to/Cheat Sheets Best Practices E-Learning training videos Online Community: Shared learning Face-to-face Mentor Program Boot Camp Leadership advisory group ABSENT VOLUNTEERS Training 70% of marketing professionals report that video converts better than any other medium 70% 64% of consumers are more likely to buy a product after watching a video about it 64%
- 25. ADAPT Volunteer landscape is changing rapidly CADENCE Provide proper tools & regular check-ins LESSONS LEARNED PLAN Have a plan in place SIMPLIFY Local component responsibilities = simplified
- 26. Date: Wednesday, October 19th Time: 2:00-3:30 pm E.S.T Speaker: Kyle Bazzy, Director of Growth, Billhighway Presented in collaboration with Association TRENDS – Qualifies for 1.5 CAE credits Find out how to create a mutually beneficial relationship between chapters and national. http://www.associationtrends.com/store/Chapters-vs-National Chapters vs. National: Creating a Stronger, More Collaborative Association What’s Up Next? Chapter Collaboration – Get their input and be their knight in shining armor Date: Wednesday, October 26th Time: 12:00-1:00 pm E.S.T Guest Speaker: Chip Deale, VP Membership & Chapter Relations, FEI Moderator: Kyle Bazzy, Director of Growth, Billhighway Explore why communication is often a big obstacle between chapters and national and how to start a 2-way communication process.
- 27. • ASAE/Associations Now • The State of Association Chapters • The Innovation Line That Divides Associations • Achieving Mutually Beneficial Volunteer Relationships • Volunteers • Mariner Management • 2016 Chapter Benchmarking report • Tech Tools for Chapters • Rebuilding the Volunteer Spirit: Tales from 5 Associations • Leading a Distributed Team: Creating a Rhythm • Where to Start in Training Volunteers • Low-performing volunteers are hurting you more than you know • Marketing General Inc. • Association Innovation Benchmarking Report Additional Resources People Power Unlimited Active Chapter Video Series Association Success Transform Culture Books: Transformational Governance: How Boards Achieve Extraordinary Change Component Relations Handbook: A Guide to Successfully Managing and Motivating Chapters, Affiliates, and other Member Groups Membership Essentials: Recruitment, Retention, Roles, Responsibilities, and Resources, 2nd Edition Whitepapers The Association EXEC's Guide to Improving Organizational Performance Millennials Are Human, Too Wild Apricot Multi-Chapter Benchmarking Survey
- 28. Get a Quick Assessment Chat about a chapter project, initiative or challenge that you have on your plate. Even if it’s just to bounce some ideas around or hear what we’ve seen other use. http://www.billhighway.co/expert-chat/ It’s free! Take one Additional Resources
Hinweis der Redaktion
- We’re so glad you’re joining us for this spook-tacular webinar today
- Intro yourself & BH
- - It can be hard to find good volunteers - With chapters, volunteers are distributed across the country – making them hard to manage virtually/from afar - You need a way to combat volunteer turnover, simplify & templatize the handoff process
- Do you have any volunteer nightmares/stories you want to share?
- Mary Merrill’s quote reminds us that the volunteer of yesterday is different than the one of today who will be different in the future. Indeed it’s a new volunteer. ASAE’s Decision To Volunteer study helped paint a picture of our current volunteer and it points to major shifts coming our way. To be successful in engaging members as volunteers, we have to match our volunteer programs to our volunteers’ aspirations and interests.
- With only on average 3.3 FTE employees at HQ dedicated to supporting chapters, you rely heavily on volunteers at a chapter level. As you can see, 65% of chapters run purely on volunteer leadership – so it’s important to have the right tools, tactics and support in place to make them successful. Curious about the amount of $$$ volunteers are saving you? Price the volunteer contribution – Estimate (or track directly) the hours put in by chapter volunteers to deliver these functions and assign a value based on the average hourly rate paid to regulatory affairs professionals or association management professionals. This has long been common practice among 501(c)3 organizations.
- - It can be hard to find good volunteers - With chapters, volunteers are distributed across the country – making them hard to manage virtually/from afar - You need a way to combat volunteer turnover, simplify & templatize the handoff process
- Millennials are 35% of the workforce. By 2020 they’ll be 46% of the working population. They want an experience, not busywork (don’t want another 40 hr/week on top of their current job, which is usually 40+ hours) Millennials believe it is through experiences that they connect to other people, the community, and the world. They create meaningful memories and build deeper relationships with one another during events and group activities. But when they volunteer, Millennials want to be able to put their knowledge and expertise to use on behalf of the cause, not simply paint houses or serve meals. Use this new generation to promote your association’s education/professional development and networking opportunities – create a campaign that promotes how the involvement with their chapter as a leader can accelerate their career and industry knowledge
- Promotion of mediocrity – allowing bad volunteers to stay in power actually hurts you more than you might think. It discourages good volunteers from re-upping for another term – when they see that people can just sit back and do nothing, why should they continue busting their butt for you? One way to combat this is to set performance standards/expectations and have a regular check-in/evaluation of how that volunteer is doing. Perhaps it’s yearly or bi-annually? You decide, but just know that ambiguity can deter volunteers and leaders because they don’t know what is expected. The trouble with human nature is that we don’t like the unknown. In “Why Millennials Keep Dumping You: An Open Letter to Management”, Elizabeth McLeod calls out tolerating low-performance as a serious demotivator for Millennials: Elizabeth is channeling what research tells us. “Are Low Performers Destroying Your Culture And Driving Away Your Best Employees?, based on Eagle Hill Consulting’s survey reports that low performers lower overall workplace morale (68%) and low performers contribute to a lack of initiative and motivation, resulting in a work culture where mediocrity is accepted (54%).
- Looking at the association landscape as a whole, innovation tends to play out in one of two distinct ways: The association either embraces innovation completely or ignores it altogether. There appears to be very little middle ground. Sometimes a new volunteer enters the picture, has some good ideas and when they are shot down, then decides not to renew their position. What a disgrace to your organization…you’re not only losing a member, but also a leader. Most associations (73%) began to focus on innovation only within the past five years. When respondents were asked what they believed to be the largest challenges to overcome in attempting innovation, 39% said getting people to accept a degree of failure. Humans don’t like to fail, but maybe it’s time to redefine your definition of failure. Isn’t lack of innovation, the inability to try new things and reinvent processes actually a failure? The majority of respondents (72%) do not have any form of rewards or recognition for innovation at their association. Perhaps we should start rewarding volunteers that try (and maybe fail at) to make a difference?
- So with the new age of volunteers, where do you begin in order to prevent high turnover?! Start by creating and finding tools & tactics that make chapter volunteer life easier. A robust volunteer management program with a mix of training options, evaluation, mentoring and appropriate recognitions and rewards turns the willingness and intention into leadership. Ask yourself: Do you have regular communication with chapter volunteers? Do you have portals or knowledge bases, etc. for volunteers to get information? Are there set expectations for volunteers? Do you have a process for volunteer transition/training?
- Survey new & old volunteers to see where they’re at & set a baseline – be sure to report back the results (set up a regular cadence for this – yearly, twice a year…whatever works for you) - Understand where their biggest pains are and then address them Invest in volunteers – they are your greatest recruitment asset – have a face to face conversation. Address their concerns. Budget to travel to see them. We recognize that while the central organization (or head office) and their chapters share a vision and mission as well as a desire to serve their members, often their perspective, priorities, available resources, practices, and procedures may differ.
- Start out on the right foot: Align them with national’s strategic objectives – you all need to be working towards the same goal. Make sure they know what the strategic objectives are before they even accept the volunteer position. What are both sides of the chapter – HQ relationship looking for from one another? Chapters are looking to their central organizations for direction, resources, and support. With many chapters having fewer staff, volunteers, and resources, they want “more hands-on help”and “infrastructure tools” to help them with their chapter administration. Central office respondents offered reminders that they don’t have unlimited staff and resources either, and often struggle to meet the “needs of many diverse chapters”, with the needs of a chapter in one region or city being different than those in another. Central organizations also face hurdles in “getting people to USE their resources;...trying to get a standard look across website platforms; ... trying to reconcile membership reports with chapters.”
- Templatize events, emails, webpage creation, single database source – make sure chapters aren’t spending time setting these things up themselves 77.8% of chapters cited no standard templates or designs provided by national (chapters should be able to easily whip up an email invite for an event or announcing a new service, etc.) When we asked what additional resources chapters would like to receive from their HQ, respondents noted they’d like to see central organizations providing website templates, design standards and technical support to chapters. Maintaining, tracking and reconciling member records was one of the top challenges noted by respondents – both chapters and central organizations. Based on the survey findings, it appears that there is no standard or common practice across organizations in terms of maintenance of membership databases. Payments – chapter leaders/volunteers shouldn’t be wasting time chasing down payments, etc.
- Should we plug Peggy & Peter from Mariner Management? They specialize in engaging volunteers. Here are some resources they recommend taking advantage of for communication and training
- Support system – create a consistent communication rhythm According to Peggy, it’s important to understand there is a difference between schedule, routine and rhythm. The key to rhythm is that it centers on the concept of “around.” When there is frequent communication, a volunteer feels supported and valued. - Utilize the team to agree on a standard practice of how often to check-in - Create cues that alert volunteers to important news/dates (same subject line for important emails that require a response) - Understand that you might have to adjust the timing – set calendar reminders, but be flexible Buddy system: partner volunteers with another chapter volunteer at close geographic location (set cadence for checking) Have an online discussion/forum Maybe provide a monthly best practice webinar
- - Automate mundane tasks/reports – Use a CRM/AMS software Unify all chapter to using one system that can simultaneously report both at national & chapter level – it’s so much easier to support 1 system from a technical standpoint than 10 Chapter volunteers shouldn’t waste their time chasing payments or mindlessly pulling reports – when they could be spending their time recruiting
- What do you do when a volunteer goes silent on you? “Some volunteers drop the ball because they think no one is looking — or they think what they are supposed to do is unimportant because no one is asking about it.” When burnout is the root of the problem, the approach is somewhat different. “I sense that you are feeling frustrated. Tell me what’s going on.” Listens, validate their concerns, and then remind the volunteer of his/her role and accomplishments. Regardless of the situation, the key is not to let the volunteer off the hook, but instead problem-solve collaboratively to keep the work going. As MaryAnn says, “Volunteers need to feel that they are not alone. They need to know that you have the same interest in the work that they have, and that you are working together to get the job done.”
- Ask: what other tools & tactics you’ve tried to make volunteers lives easier and how have they worked? Were you ever able to bring a rogue volunteer back? What do you consider your greatest strengths & weaknesses with your volunteer program? Key findings from ASAE Foundation research: Greatest Strengths. Associations identified themselves as strongest in the following areas: Relating the importance of committee/volunteer work to make service appealing to members; Establishing reasonable schedules and time requirements for serving; Generating prestige around volunteer activities; and Ensuring representativeness/diversity of volunteers. Relatively few associations reported association support (orientation, training/development, or assessment/evaluations) employer support for volunteering, or the cost of volunteering as strengths. Greatest Weaknesses. Time constraints/commitment deterring potential volunteers is mentioned by more than half of respondents as the key constraint on their volunteer systems. While that may be viewed as an external issue, there are several internal issues mentioned by at least one-fourth of respondents: Insufficient orientation and training/development, and Presence of some/many volunteers not well-suited to their roles
- Sometimes all of these tactics don’t work out and the volunteer isn’t the right fit. So in the Where do you start? Make sure you have everything in place before you face the challenge of replacing someone. Don’t miss an opportunity! Start young… Students as program planners. One chapter, which like most of the FEI chapters, offers a college student scholarship program. Too often these scholarships are handed out and then everyone moves on – a missed opportunity. This chapter reversed this by establishing a “junior board” to which their recent recipients are appointed. This group has responsibility for planning two CFO breakfasts, obtaining the speaker for the scholarship night and being the organization’s rep on campus to promote the scholarship. One breakfast brought CFOs and students/younger pros together so seasoned executives could provide their insight; the other was designed to help seniors executives better understand the Millennial generation. The win-win was getting senior CFOs who aren’t terribly engaged in events to attend because it connected with their passion for developing the next generation while keeping the students engaged.
- List all positions with a clear definition of what they’re responsible for and to what extent Know who takes over if they leave Discuss what National is responsible for/what they can help with Discuss term length & how you get re-elected (make it seem like a privilege/something to be coveted, not guaranteed) Be clear on the time commitment for the position
- - Set them up for success from day one Create an actual training video/slides/tutorial guide (have a portal/place to house this info) - If you have standardized tools it’s easier to provide consistent guides and training materials Budget to visit Chapters leaders face-to-face Have a chapter & volunteer best practices guide Create a forum for discussing problems Mentor Program - partner new volunteers w/experienced ones New Chapter Leader boot camp training Provide volunteers with Leadership/professional development & technical assistance = critical Create a volunteer university with training modules using an LMS Example: The Ontario Real Estate Association addressed this issue with a video training series (see this Associations Now post). Let's take their lead. Video provides an easy and effective way of preparing our volunteers. Marketing teams see video as secret weapon: 70% of marketing professionals report that video converts better than any other medium and 64% of consumers are more likely to buy a product after watching a video about it.
- Stewarding We should steward volunteers the same way we do our donors: It's the little things that count. The message to volunteers needs to be: we invest in you. you’ve got to adapt & change to keep up -Prevent volunteer burnout -Not matter what, volunteers will leave. Don’t put yourself in a sticky situation – have a plan Chapters volunteers want acknowledgement and want to provide input
- Sign up through Associations TRENDS Learning Objectives for Association TRENDS: - Common culprits causing conflict between Chapters and National - Identifying sources of friction by spotting problems with strategic misalignment, lack of support (or perceived lack of support) and other red flags - Next steps associations can take when they recognize the red flags Communication, governance, process and technology tactics for strengthening the Chapters-National relationship Learning Objectives for Chip’s: Understanding why communication is often a big obstacle between chapters and national How to start a 2-way communication process Working groups Surveys Bylaws or documentation outline relationship, requirements, etc. How structure plays a role in communication and overall strategic direction Measuring chapters while being cognizant of oversight and boundaries
- Ask: What topics/resources would you like to see more of? Remind them that there will be a post webinar survey – feel free to provide additional topics/resources they would like to see Why Millennials Keep Dumping You: An Open Letter to Management: https://www.linkedin.com/pulse/why-millennials-keep-dumping-you-open-letter-lisa-earle-mcleod Reduce turnover, grow membership, develop leaders, and seize marketshare with Generations X, Y, and Z http://xyzuniversity.com/
- Don’t feel like chatting now? Check out our ask me anything landing page or get a FREE assessment! http://www.billhighway.co/associations-ama/ http://www.billhighway.co/expert-chat/