Changing the World - One Volunteer at a Time

7. Changing the World - One Volunteer at a Time Catie Wallace, Director of Volunteers and Programs Volunteers in Medicine, Jacksonville, Florida A Volunteer Centered Program

8. A Volunteer Centered Program??

9. Volunteers are a necessity to the operation of the entity. A Volunteer Centered Program

10. Components of a Volunteer Centered Program

11. Recruitment

12. Recruitment • Current volunteers and board members make the best advocates! • Use position descriptions and design tasks that are appropriate for volunteers • Increase in episodic volunteerism in recent years • summer internships for students • create e-positions to work from home for newsletters, etc.

13. Ask, ask, ask! People don’t volunteer unless they are asked.

14. Looks good on a resume • Networking • Help greater community • Give back • Meet new people • Have fun • Learn new skills Benefits of Volunteering

15. Selection & Vetting

16. Selection & Vetting • The single most important question: “what brings you to us to want to volunteer?” • People volunteer for different reasons: • the need for achievement • the need for influence/power • the need for affiliation • Answer every inquiry - reflects on the organization

17. Selection & Vetting • Look for a sense of commitment and reason for coming. • Ask the applicant about any area of the clinic in which he/she would NOT like to be involved. • Background check everyone!

18. Attitude Volunteers with skills can be trained. Attitude is the hardest thing to change. Choose someone with it!

19. Orientation & Training

20. Orientation & Training • Be prepared so you don’t waste people’s time • Orientation can be accomplished through a PowerPoint on the website • Develop managers for each area to train and oversee • Develop training checklists to encourage progress and complete objectives

21. Keep everyone on the team informed of the inevitable changes • Start new volunteers off small. Don’t scare them off with too huge of a commitment too soon • Respond to input, questions, and feedback as soon as possible • Cross train! Orientation & Training

22. Orientation & Training • Take care of the person, not the task • Support rather than control • Correct tasks through other people, not always yourself • Empower volunteers through: • clear expectations • ongoing communication • reinforcement

23. Retention & Appreciation

24. A volunteer centered program should have a culture of caring, responsiveness, and appreciation. • Open door policy • Build some interpersonal chat time into your meetings and conference calls • Even when you are stressed or overextended, make sure your emails have a feeling of warmth to them Retention & Appreciation

25. Retention & Appreciation • Make praise specific - “the way you handled (calmed) that angry patient was amazing” • Tailor recognition and awards to the person • Include appreciation from other sources - patients, other volunteers • Always recognize birthdays!

26. Retention & Appreciation • Provide opportunities for volunteers to switch to different roles they might find enjoyable. • Cross train • Make sure volunteers know they can say “no” if they are feeling overextended or overwhelmed • Make sure volunteers are consulted about their work and have the opportunity to contribute to policy and decision making

27. 20% of the volunteers are responsible for 80% of the work. We must grow the 80% of volunteers for when the 20% leave. Pareto Principle The 80/20 rule

28. Summary We are changing the world one volunteer at a time with a volunteer centered approach. Each and every volunteer is essential to our clinics, and we recruit, train, and retain volunteers with a culture of caring, responsiveness and appreciation.

29. The Volunteer Coordinator is a • manager • personnel expert • statistician • communicator • trainer • diplomat • problem solver • supervisor • self starter • creative thinker • social director • salesperson • advocate

30. References Florida’s Volunteer Administrative Certification Program U.S. Department of Health and Human Services. Successful Strategies for Recruiting, Training and Utilizing Volunteers Presentation assembled by VIM volunteer Kristen Hartley

32. Pam Toney Executive Director Ok, Now you have volunteers What’s the next Step??

33. Step 1: Identify Key members of your organization

34. Executive Board Chairman The Chairperson of the Board of Directors shall be the principle representative of and spokesperson for Bluffton-Jasper County Volunteers in Medicine (BJVIM); shall be responsible for stimulating public awareness, understanding and support for the programs of BJVIM. The Chairman is accountable to the Board and acts as a direct liaison between the Board and Executive Director

35. Executive Director Responsible for developing, implementing and directing all phases of the organization’s operations under the policies and procedures approved by the Board of Directors. Enforces and promotes the organization’s mission, vision and values. Implements key initiatives that integrate and support the strategic plan directed by the Board of Directors.

36. Medical Director Establishes standards of primary care for patients accessing health care services in the BJVIM Clinic; manages a quality assurance/peer review process; assists with the credentialing process of healthcare volunteers; manages the collaborative practice of the volunteer physicians, certified registered nurse practitioners, registered nurses, and physician assistants; and works in collaboration with the Executive Director to plan continuing education of the clinical volunteer staff.

37. Nurse Manager Directs and manages the clinical operations of the clinic in accordance with the objectives of the American Nurses Association (ANA) Standards of Care and Professional Performance, South Carolina Board of Nursing. Responsible for the daily clinical management to achieve quality improvement, patient satisfaction goals and objectives, as established by the governing board in collaboration with the Executive Director and Medical Director

38. Office Manager Directs and manages the office operations of the medical clinic; responsible for administering, directing, planning and coordinating all clerical and administrative front office activities. This individual works closely with the Executive Director to ensure the smooth operations of the practice.

39. Step 2: Identify key groups or jobs within your organization

40. Board of Directors • Volunteer Coordinator (recruitment) • Best Change Network (women’s health program) • Social Media • Fundraising events • Donor Management • Patient Referral • Doctors • Nurses • Administrative Staff • Patient Outreach • Patient Assistance (prescription drugs) • Patient records • Grants • Intake/patient screeners • Translators Volunteer Subgroup's at the Bluffton Jasper Volunteers in Medicine Clinics

41. Step 3: design an operational chart so Volunteers know who they must report to. • This chart will be unique to each clinic • Sample chart might include • Board of Directors • Executive Director • Nurse Manager • Office Manager • This “operational chart” can be modified as the clinic changes • Volunteers will report to their director

42. BJVIMJob Chart

43. So how does this work??

44. Meet as neededto announce a fundraising event, bring in a new volunteer or announce a new Patient assistance program • Social Media (1) • Translators (6) • Patient Assistance (2)

45. Meet Quarterly usually bring in speakers and have a Specific agenda • Patient intake/screeners (5) • Administrative Staff (20) • Doctors (15) • Nurses (21) This meeting is either a lunch or dinner meeting held at a local restaurant

46. Monthly Meetings these are the Behind the sceenworking programs of the clinic • Fundraising (12) • Grants (5) • Patient referrals (2) • Best Chance Network Women’s Health (3) • Donor Management (2)

47. Weekly Staff meetings • Executive Director • Medical Director • Nurse Manager • Office Manager

48. Executive Director & Medical Director report to the Board Bi-Monthly • Executive Director and the Medical Director then take clinic information to the Board of Directors

49. Yearly Volunteer Meetingreview policieshighlight programs acknowledge Volunteers and their accomplishments

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