The Volunteer Management Handbook E-Book

• Herausgeber: John Wiley & Sons
• Kategorie: Fachliteratur
• Serie: Wiley Nonprofit Law, Finance, and Management Series
• Sprache: Englisch

Seitenzahl: 1559

Veröffentlichungsjahr: 2011

Beschreibung

Completely revised and expanded, the ultimate guide to starting--and keeping--an active and effective volunteer program Drawing on the experience and expertise of recognized authorities on nonprofit organizations, The Volunteer Management Handbook, Second Edition is the only guide you need for establishing and maintaining an active and effective volunteer program. Written by nonprofit leader Tracy Connors, this handy reference offers practical guidance on such essential issues as motivating people to volunteer their time and services, recruitment, and more. Up-to-date and practical, this is the essential guide to managing your nonprofit's most important resource: its volunteers. * Now covers volunteer demographics, volunteer program leaders and managers, policy making and implementation, planning and staff analysis, recruiting, interviewing and screening volunteers, orienting and training volunteers, and much more * Up-to-date, practical guidance for the major areas of volunteer leadership and management * Explores volunteers and the law: liabilities, immunities, and responsibilities Designed to help nonprofit organizations survive and thrive, The Volunteer Management Handbook, Second Edition is an indispensable reference that is unsurpassed in both the breadth and depth of its coverage.

Leseprobe

Contents

Cover

Title Page

Copyright

Dedication

Preface

The Present of Volunteer Resource Management

Volunteer Management Handbook

Annotated Volunteer Resource Management Model

References

Part I: Volunteer Resource Program Assessment, Analysis, and Planning

Chapter 1: Volunteer Models and Management

Volunteers and Their Essential Management

Review of Major Volunteer Resource Management Models

Empirically Based Model of Volunteer Resource Management: PEP Model of Volunteer Administration

Conclusion: Volunteer Resource Management Today and in the Future

References

Chapter 2: Volunteer Demographics

Volunteer Demographics: Considering Both the Forest and the Trees

Snapshot of Selected Volunteer Demographics in the United States

Volunteerism Across the Life Span: Understanding “Seasons of Service” in Human Development

Volunteerism and Generational Cohorts

Summary: Considering the Big Picture

References

Chapter 3: Preparing the Organization for Volunteers

Setting Reasonable Expectations for Volunteers: Weighing the Benefits and Costs of Volunteer Participation

Establishing the Rationale and Goals for the Volunteer Program: Making Volunteer Involvement Matter

Involving Paid Staff in Designing the Volunteer Program: Smoothing the Way toward Effectiveness

Housing the Volunteer Program: Integrating Volunteer Participation into the Organization

Creating Positions of Program Leadership: Providing Responsibility and Direction for the Volunteer Effort

Developing Job Descriptions for Volunteer Positions: Sharing the Workplace

Designing Systems and Supports to Facilitate Citizen Participation and Program Management: Preparing for Volunteer Involvement

Conclusion

References

digital A: Volunteer Management of Governance Volunteers

Role in the Nonprofit Organization

Expectations

Governance Roles

Conclusion

References

Chapter 4: Shaping an Organizational Culture of Employee and Volunteer Commitment

Organizational Culture: What It Is and Why It Matters

Measuring Culture: A Four-Dimensional Model and Analysis Tool

Monitoring Organizational Culture: A Leadership Responsibility

Implications for Volunteer Resource Managers

References

digital B: Understanding the Changing Organization as a Primary Context for Volunteering

A Time of Organizational Change

Understanding the Industrial Era Organization

Moving to the Postindustrial Era Organization

Implications for Volunteer Resource Managers

References

digital C: Organizational and Programmatic Benefits from Adversity: Comprehending the Centrality of the Role of Adverse Experiences in and on the NPO and Its Programs

Organizational Genesis: Why Start a Not-for-Profit?

Power of Connection and Relationship

Adverse Experiences: The Invisible Epidemic

Impact of Adverse Experiences on Organizational Process

Developing an Experience-Informed Culture

Creating the Experience-Informed Culture

Volunteer Program Cycle: Programmatic Considerations to Minimize the Impact of Adverse Experiences on Volunteers and Staff

Experience-Informed Programming

References

Chapter 5: Maximizing Volunteer Engagement

Understanding Volunteer Motivations and Trends

The Volunteer Involvement Framework

Developing a Vision for Volunteer Engagement

Managing the Volunteer Investment

Minimizing Challenges, Embracing Opportunities

Conclusion

Worksheet: Assessing Current Patterns of Volunteer Engagement

References

Chapter 6: Assessment, Planning, and Staffing Analysis

Major Organizational Benefits and Challenges of Having a Volunteer Program

Trends in Volunteering and Impact on Volunteer Program Planning and Management

Organizational Assessment: Establishing a Volunteer Program

Identifying Volunteer Roles: Understanding Strategic Job Analysis

Using Strategic Job Analysis to Remain Competitive

Competency Modeling as a Tool for Success

Job Analysis Evaluation

Relating Job Analysis and Competencies to Organization's Strategic Goals

Comparing Volunteer Role Descriptions and Role Specifications

Bringing It All Together: Creating the Job Description

References

Chapter 7: Policy Development for Volunteer Involvement

What Are Policies?

Why Write Policies?

Where Policies Are Needed

Policy Development Process

How to Write Policies for Volunteer Programs

Getting Started—Introducing the Policy

Conclusion

References

digital D: Options for Volunteer Involvement

Market for Volunteers

Social, Economic, and Cultural Trends Driving the Options for Volunteer Involvement

Types of Volunteer Involvement

From Volunteer Management to Professional Volunteer Management

Conclusion

References

digital E: Managing Voluntourism

Defining Voluntourism

History and Trends in Voluntourism

Who are Voluntourists and Why do They Voluntour?

The Voluntourism Partnerships

Voluntourism Operators and Tourism Industry Linkages

Marketing and Recruiting Voluntourists

Voluntourism Operator Responsibilities

Voluntourism Project Host Responsibilities

Voluntourist Responsibilities

Issues and Future Direction

References

Part II: Strategic Deployment and Implementation

Chapter 8: The Latest Approach to Volunteer Recruitment: Competency-Competence Pathways and Volunteer Resource Management Systems

Challenges with Volunteer Recruitment Today

Volunteer Resources Management System

Competency and Competence

Recruiting Volunteers Using Competencies

Interviewing

Assigning

Implications for Using a VCMS

Conclusion

References

digital F: Marketing Volunteerism for Specialized Cohorts

What do Volunteers Want?

Getting Ready for Specialized Volunteer Programs

Target Marketing for Corporations

Targeting Baby Boomers

Targeting Students

References

Chapter 9: Orientation: Welcoming New Volunteers into the Organization

Defining Orientation

When Does Orientation Begin?

Why Bother with Orientation?

Components to Cover in Orientation

Formats for Delivery

All on Day 1?

Episodic Volunteers Need Orientation Too

When Orientation Becomes Training

Conclusion

References

Chapter 10: Training Volunteers

Learning Styles

Generational Issues

Nuts and Bolts of Training

Conclusion

References

Chapter 11: Volunteer and Staff Relations

Defining the Volunteers and Staff Team

Characteristics of the Effective Volunteer-Staff Team

Managing Different Types of Volunteer-Staff Teams

Recognizing the Symptoms of Poor Volunteer-Staff Relationships

Why Assess Volunteer-Staff Relationships?

Causes of Poor Volunteer-Staff Relationships

Sequential Process to Build the Volunteer-Staff Team

Tips to Enhance Volunteer-Staff Relations

Conclusion

References

Chapter 12: Communicating with Volunteers and Staff

Communication Process

Communication Model Applied to Internal Audiences

Communications Campaigns

Potential Pitfalls of Internal Communication

Conclusion

References

digital G: Social Media and Volunteer Programs

Social Media: Definitions and Usage

Types of Social Media

Planning to Use Social Media: The Good, Bad, and Scary

Manager of Volunteer Functions and Social Media

Conclusion

References

Chapter 13: Volunteer Performance Management: The Impact Wheel

Linking Performance Management, Volunteer Resources, and Competency

Managing Performance Tools and Techniques

Impact Wheel Overview

Introducing the Impact Wheel for Volunteer Resources Performance Management

Using the Impact Wheel

Summary Tools

Conclusion

References

digital H: Effective Leadership and Decision-Making

Leadership and Management

Models of Volunteer Leadership

Leadership and Management

Community Development

Integrating Leadership Theory into a Volunteer Program

Putting Theory into Practice

Conclusion

References

Chapter 14: Risk Management in Volunteer Involvement

Context for Risk Management

Risk Management and Liability

Risk Management

Use a Risk Management Model

Steps of Risk Management

Supporting the Risk Management Process

Conclusion

References

digital I: Information System Tools for Volunteer Management

Tools to Support the Engagement of Volunteers

Tools to Support the Training of Volunteers

Tools to Support the Retention of Volunteers

Tools Which Can be Used in Support of Communications

Tools for Evaluating and Reporting

Challenges to Using Information Systems

Establishing Foundations for Information Systems

Conclusion

References

digital J: Executive and Managerial Coaching in Nonprofits: Critical Leadership Development

Defining Managerial Coaching

Other Forms of Leadership Development

When External Coaching Can be Useful

Coaching Competencies

Selection of a Managerial/Coached Coach

Limits and Boundaries of Coaching

The Experience of Being Coached

Conclusion

References

Part III: Results and Evaluation

Chapter 15: Evaluating the Volunteer Program: Contexts and Models

Defining Evaluation

Role of Stakeholders in Evaluation

Purposes of Evaluation

Purpose-Based Evaluation Framework for Valuing Volunteers

Valuing Volunteering for Organizations, Volunteers, and Clients

Value of Volunteering to the Volunteers

Logic Models

Conclusion

References

Chapter 16: Evaluating Impact of Volunteer Programs

Evaluation in Volunteer Programs

A Symbiotic Relationship: Evaluation, Impact, and Accountability

Four Fundamental Questions in Any Volunteer Program Impact Evaluation

References

Part IV: Applied Management Practice

digital K: Mission Fulfillment (Even During Challenging Times)

Product Comparisons

Mission Fulfillment Best Practices Based on Behavioral Science

Cutting Edge Mission Activation-Boosting Practices and Tools: An Example

Conclusion

References

digital L: Ethics: Professional Ethics for Volunteers

Strategic Human Resources Management

Professional Volunteer Administration and Management

Ethical Standards for Human Resources Management

Professional Ethics in Volunteer Management

Assumptions of Codes of Ethics

Conclusion

References

digital M: Professionalism and Credentialing in the Field of Volunteer Management

Making the Case for Professionalizing the Field of Volunteer Management

History, Background, and Literature Review

Framework for Professionalism in Volunteer Management

A Competency-Based Framework for Advancing the Profession of Volunteer Management

Credentialing and Certification

Conclusion

References

digital N: Advocacy in Volunteer Management

Historical Context and Definitions

Traditions of Volunteerism

Lead Through Service Learning and Community Service

Find Your Individual Voice

Engage in Personal Empowerment

Advocate for Your Program

Advocate for Your Place at the Table

Advocate for a Peer Network

Advocate for Your Organization

Promote the Organization/Agency in the Public Arena

Conduct an Advocacy Campaign

Advocate Within the Law

Conclusion

References

digital O: National, State, and Local Community Programs for Volunteer Resource Managers

Social Media as a Resource for Recruiting and Managing Volunteers

National Resource Programs for Volunteer Managers

State and Regional Resource Programs for Volunteer Managers

Local/Community Resource Programs for Volunteer Managers

Conclusion

References

digital P: Volunteer Management: Hospice Organizations

Organizational Environment

Recruiting Hospice Volunteers

Screening/Interviewing Potential Hospice Volunteers

Orientation/Training for Hospice Volunteers

Placing Hospice Volunteers in Appropriate Assignments

Supervising and Evaluating Hospice Volunteers

Risk Management in Hospice Volunteer Programs

Hospice Volunteer Recognition and Retention

Stressors for Hospice Volunteer Managers

Conclusion

References

digital Q: Volunteer Resource Management in Local Development Organizations: An International Perspective (Portugal)

Organizational Culture and Programs

Volunteer Resource Management and Planning for Local Development

Budgeting

Volunteer Role or Job Analysis

Identification of Potential Volunteers

Recruitment and Selection

Volunteer Supervision, Orientation, and Integration in the Organization

Logistical Support and Training

Volunteer Recognition and Rewards

Performance Appraisal and Feedback

Evaluation of Volunteer Resource Management and Planning

Organizational Development

An Organizational Tool for Community Involvement

Conclusion

References

digital R: International Volunteer Management

Meaning of Volunteerism: International Perspectives

Turning Points

A Movement: International Volunteer Programs

Volunteerism Around the World

Civic Service

Structures: A Comparison of International Volunteer Resource Management

Recruitment, Selection, and Training

Established Volunteer Competencies—Volunteer Resource Management Systems

Legislation Affecting Volunteer Resource Management

Partnerships: Local with International

International Youth Volunteers

Benefits and Impacts of International Volunteerism

References

About the Editor

About the Contributors

Index

Copyright©2012 by John Wiley & Sons, Inc. All rights reserved.

Published by John Wiley & Sons, Inc., Hoboken, New Jersey.

Published simultaneously in Canada.

No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, [phone], fax [phone], or on the Web at www.copyright.com. Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, [phone], fax [phone], or online at www.wiley.com/go/permissions.

Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts in preparing this book, they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose. No warranty may be created or extended by sales representatives or written sales materials. The advice and strategies contained herein may not be suitable for your situation. You should consult with a professional where appropriate. Neither the publisher nor author shall be liable for any loss of profit or any other commercial damages, including but not limited to special, incidental, consequential, or other damages.

For general information on our other products and services or for technical support, please contact our Customer Care Department within the United States at [phone], outside the United States at [phone] or fax [phone].

Wiley also publishes its books in a variety of electronic formats. Some content that appears in print may not be available in electronic books. For more information about Wiley products, visit our web site at www.wiley.com

Library of Congress Cataloging-in-Publication Data

The volunteer management handbook: leadership strategies for success / edited by Tracy Daniel Connors.—2nd ed.

p. cm.—(Wiley Nonprofit law, finance and management series)

Includes index.

ISBN 978-0-470-60453-3 (hardback); ISBN 978-1-118-12740-7 (ebk); ISBN 978-1-118-12741-4 (ebk); ISBN 978-1-118-12742-1 (ebk)

1. Voluntarism—United States—Management. 2. Nonprofit organizations—United States—Personnel management. I. Connors, Tracy Daniel.

HN90.V64V65 2011

361.3 07068—dc23

2011015869

To Faith Raymond Connors,my beloved “volunteerresource manager” for over 50 years

Preface

Nonprofit organizations (NPOs) provide the majority of human services in the United States—collectively called “quality of life.” Better management and leadership within these organizations directly contribute to an improved quality of life for millions of Americans. This has been the overarching goal of the many books, articles, and training courses that have been developed in recent years focused on NPO and volunteer management (Connors, 2010 a).1

It has been slightly more than 30 years since the first Nonprofit Organization Handbook was published (Connors, 1980). The handbook's organization, fulfilled by 28 contributors, established for the first time the fact that regardless of the specific public service provided, not-for-profit organizations shared seven areas of management—from fundraising to volunteer administration.

“Volunteers: An Indispensable Human Resource in a Democratic Society” was the title of the section in the NPO Handbook that covered all major areas of volunteer management and administration. All five of the chapters in that section were written by Dr. Eva Schindler-Rainman, a gifted visionary in several fields. A brief overview of her remarkably accurate predictions made in 1980 about the world of volunteer resource management provides a benchmark against which we can both measure progress and chart a course into the future:

Volunteers will be in every sector of the community, Schinder-Rainman predicted, all over the country, and they will be affecting policy making, changes, and growth.

New courses will be offered in community colleges and universities for administrators of volunteer programs as well as for volunteers themselves.

Credit will be given for volunteer work. (Agencies will keep track of what volunteers do so that volunteers can include this experience in their resumes.)

Research on values and the effect of volunteers on the delivery of human services will increase.

New collaborative bodies will emerge to utilize better the human and material resources that are available.

New, portable, interesting, participative training programs for paraprofessionals, professionals, and volunteers will be developed.

New ways to recognize volunteers will be developed (Schindler-Rainman, 1980, pp. 3–7).

“This is probably the most exciting time in the history of the United States to be active in the volunteer world,” Dr. Schindler-Rainman concluded her prescient perspective. “These times offer a tremendous opportunity for volunteers to make important contributions to the quality of life and to human services in their communities. It is clear that the volunteer administrator is a key person in translating the motivation, interest, resources, and skills of volunteers into human services to the clients of our people-helping agencies and organizations.”

The Present of Volunteer Resource Management

A work such as this handbook is designed for both the present and the future. As an “answer book” for volunteer resource management, it attempts to provide useful perspective and guidance for current issues as well as to anticipate—and cover—where possible, those trends, issues, and developments that lie ahead for this important area of management.

Despite the challenges and pressures of America's struggling economy, Americans are still volunteering in record numbers. Their generosity and willingness to serve their communities account for a significant proportion of the enormous variety of human services provided by the nation's voluntary action sector. As our economy has slowed and charities have struggled to provide services based on budgets that were ever more constrained, volunteers have become even more vital to the health of our communities and their ability to sustain quality of life for their citizens. Most charities that use volunteers to provide all or a portion of their public services and mission fulfillment report they are increasing the number of volunteers they use. This further validates how important volunteers are to any nation depending on voluntary action organizations to provide an astonishing variety of services on which many aspects of national quality of life are based. In addition to the invaluable services delivery contributions volunteers provide, they are also much more likely than nonvolunteers to donate to a charitable cause.

Assessments and Projections

As we move into the second decade of the 21st century, any assessment and projection of volunteer resource management should begin with the professionals currently leading in this important field. Much of this overview is derived from a 2010–2011 “Future of Volunteer Resource Management Study” conducted by the author to provide new, more specific data from volunteer resource manager (VRM) professionals (Connors, 2010). The data were derived from a convenience sample but represented a wide range of VRM professionals across the country and from Canada, England and Australia. The generalized findings were used to support initiatives by the Council for Certification in Volunteer Administration, ARNOVA, and the Florida Association of Volunteer Managers.