Volunteer Management

Operational Guide

©2010 American Humane Association Copyright Notice: In receiving these Operational Guides in electronic file format, the Recipient agrees to the following terms: 1) Recipient will not post the electronic copy on any internet or intranet websites, 2) Recipient will not distribute electronic copy(ies), and 3) Recipient will not edit the contents of the Operational Guides received and will not incorporate content into Recipient’s written shelter materials without obtaining additional copyright permission from American Humane. The printing or distributing of copies outside the Recipient’s organization without the prior written consent of American Humane constitutes a violation of U.S. copyright law and the limited-use permission implicit in the receipt of the electronic files.

About the Author

American Humane would like to thank the following for their significant contributions to this guide.

Bridgette Chesne, Shelter Manager Humane Society of Boulder Valley

Sarah Horn, Volunteer Manager Humane Society of Boulder Valley

Introduction ...... 1 Volunteer Manager ...... 2 Responsibilities ...... 2 Tips on Working With Volunteers ...... 3 Planning a Volunteer Program ...... 4 Program Objectives ...... 4 Budget ...... 4 Long-Range Strategies ...... 4 Leadership ...... 4 Needs Assessment ...... 4 Starting a Volunteer Program ...... 8 Budgeting ...... 8 Volunteer Reference Guide ...... 8 Welcome Letter ...... 10 Covering Euthanasia ...... 10 Record Keeping ...... 12 Generally Accepted Accounting Principles ...... 12 Record Storage ...... 12 Quantitative Statistics ...... 13 Qualitative Achievements ...... 13 Individual Volunteer Records ...... 13 Program Evaluation ...... 14 Leadership ...... 15 Vision ...... 15 Team Development ...... 15 Positioning ...... 15 Communicating ...... 15 Coaching ...... 15 Recruitment ...... 16 Identifying Volunteers and Other Non-Paid Resources ...... 16 Youth Volunteers ...... 17 Community Service ...... 17 Staff as Volunteers ...... 18 Word of Mouth ...... 18 Other Ways ...... 18 Selection and Placement ...... 19 First Phone Call...... 19 Volunteer Applications ...... 19 Disclaimers/Waivers ...... 19 The Interview ...... 20 Calling References ...... 21 Developing Service Descriptions ...... 21 Placement and Review ...... 22 Opportunity for Advancement ...... 24

© 2010 American Humane Association ii Operational Guide for Animal Care and Control Agencies: Volunteer Management Insurance and Risk Management ...... 24 Recognition ...... 25 Types of Motivators ...... 25 Formal vs. Informal Recognition ...... 26 Supervision ...... 27 Choosing Supervisors ...... 27 Causes of Conflict ...... 28 Animal-Related Issues ...... 28 Policy-Related Issues ...... 29 Interpersonal Relations ...... 29 Problem Solving...... 29 Conflict Resolution ...... 30 Ending Volunteer Service ...... 30 Exit Interviews ...... 30 Stress Management ...... 31 Appendix 1: Recommended Resources ...... 33 Books ...... 33 Organizations ...... 33 Periodicals and Networking ...... 34 Catalogs for Supplies ...... 34 Appendix 2: Sample Volunteer Profile ...... 41 Appendix 3: Sample Volunteer Service Agreement ...... 45 Appendix 4: Sample Volunteer Release Form ...... 47 Appendix 5: Sample Youth Volunteer Release Form ...... 48 Appendix 6: Sample Reference Check Questions ...... 49 Appendix 7: Sample Interview Questions ...... 50 Appendix 8: Sample Service Description ...... 51 Appendix 9: Sample Exit Interview Form ...... 52

iii © 2010 American Humane Association Operational Guide for Animal Care and Control Agencies: Volunteer Management Introduction Volunteers can be a vital source of extra • Volunteers enhance services that help to most animal care agencies. While your organization provides by counter considerations do exist, most boosting staff-to-client ratios and believe that volunteers overwhelmingly providing resources that might increase an agency’s available resources, otherwise be outside the fiscal as well as improve its success in the reach of an organization. following ways: • Volunteers improve staff morale • Volunteers provide a rich and by providing much-needed available outreach into the support, which may increase community. In most cases, they employee retention. also offer the same perspective as your general audience, so they can Ideally, staff “buys into” the idea of a provide insights into how the robust volunteer program. Agency leaders community perceives your can facilitate this by giving staff organization. Volunteers also information about what volunteers can and motivate others to get involved. will do for your organization. Including People who are excited about staff in the planning process helps as well. volunteering for you can In fact, it is important for all staff to be potentially drive recruitment conversant in the agency’s policies so that efforts necessary to grow your they are prepared to help a volunteer in volunteer program. any situation. • Volunteers, while often lacking in basic training, can help in certain Properly managed volunteers can be an tasks, such as feeding, foster care, invaluable asset to any nonprofit cleaning, exercising, socialization, organization, but do not make a reckless and special events. decision in welcoming them into an • Volunteers can provide agency. Especially in the emotionally professional services such as super-charged environment found in an website development, marketing, animal shelter, it is important to approach graphic design, desktop publishing, a volunteer program with due diligence. landscaping, grooming, or other expertise. Conflict is inherent in any organization, • Volunteers cultivate relationships and animal sheltering is certainly no with sponsors of in-kind gifts, as exception. Indeed, staff often hotly debates well as advance your constituent volatile topics like euthanasia and base. Volunteers almost always temperament testing. Add a volunteer into become and/or introduce new the mix, and it might fuel conflict because donors to your organization. the volunteer may have very little • Volunteers provide free, positive, understanding of the challenges faced each word-of-mouth advertising for day by animal care agencies. your agency. Even better, they become important and informed This guide to volunteer management is allies if you find yourself in a designed to help you develop and maintain tough public relations situation. an effective, new volunteer program or evaluate and optimize an existing

© 2010 American Humane Association 1 Operational Guide for Animal Care and Control Agencies: Volunteer Management volunteer program in your animal care • Providing training commensurate agency. The goal is to identify potential with the task to be done and causes of conflict within your agency and volunteer’s knowledge and talents determine in advance how best to • Fostering trust and cooperation handle/resolve the conflict when it arises. between volunteers and employees • Establishing a climate that Volunteer Manager encourages volunteer satisfaction, Volunteer management offers many self-motivation, and (when rewards to those who believe in the power applicable) significant duration of of volunteerism. Across the country, service agencies document millions of volunteer • Providing a system for supplying hours annually to promote their missions productive and ongoing feedback and goals. A volunteer manager is the to volunteers on their performance leader, coordinator, director, or anyone • Valuing and recognizing the who assumes responsibility for the contribution of each volunteer development and maintenance of a • Evaluating and improving the volunteer program. Simply put, a program continually volunteer manager matches the skills of the people in the volunteer pool with the A primary function of the volunteer needs of the agency and facilitates manager is to motivate and set effective communication between the expectations for colleagues who will volunteers, staff, and organizational contribute to the overall success of a leadership so that work gets done quickly volunteer program. The volunteer manager and efficiently. must convey the following points to employees and volunteers: Responsibilities • How to implement the agency’s The volunteer manager’s responsibilities conflict resolution plan include: • Who recognizes volunteer efforts • Attracting people from all • Who alerts volunteers to segments of the community modifications of practices population to volunteer positions • Who informs volunteers in disaster • Offering volunteers important, situations and agency closures, meaningful, and satisfying work such as holidays or during an that matches their interests, skills, emergency talents, and time availability • Streamlining positions as necessary In order to be effective, volunteer to accommodate volunteers managers must know: • Orienting volunteers to animal • What is expected of them protection; the organization’s • What is expected of the volunteer mission and their contribution to program that mission • What are the volunteer program’s • Giving volunteers clear, priorities understandable position • Who makes the final decisions assignments and reporting methods • What is the budget

2 © 2010 American Humane Association Operational Guide for Animal Care and Control Agencies: Volunteer Management • How agency decision making • Treat them fairly and with respect. impacts the program • Be open with them about problems and challenges. While larger agencies may have a full- • Acknowledge (praise) a job well time volunteer manager, others assign done. someone to manage volunteers in addition • Don’t offer praise when it is not to other existing job responsibilities. It is deserved. not uncommon, for example, for the • Utilize their gifts, but don’t “use” volunteer manager to double as the public them. relations, marketing, humane education, or • Don’t make unrealistic demands on foster care manager. In these cases, their time or resources. communication with colleagues is • Reimburse them promptly for essential to help them understand the approved expenses they incur. additional workload of overseeing the • Be clear about time demands and agency’s volunteer program. Frequent honor them. communication with other team members • If volunteers are not able to builds collaborative long-term perform the volunteer service they relationships that ultimately support the signed up for, even with assistance agency’s volunteer program. This helps and offers of help, ask them to when delegating volunteer responsibilities explain the challenges they face. throughout departments. Listen for reasons why tasks are

not completed and offer solutions. The volunteer manager should develop If unable to resolve the issue, it systems that motivate colleagues to may be time to reassign them to embrace volunteers in their departments. another volunteer position or Use opportunities such as all-staff relinquish them from their meetings or e-mail distribution lists to volunteer service. briefly and frequently celebrate progress in or accomplishments of an agency’s • Get to know each volunteer on a personal basis and show an interest volunteer program. In addition, provide in each as a unique individual. training for all staff who participate in the ongoing recruitment and coordination of • Evaluate, with their input, their volunteers, and recognize efforts made by volunteer service; never evaluate staff that advances the volunteer program. them personally. • Try to place them in a volunteer Tips on Working With Volunteers position where they can use their natural talents or experiences, so • Create a culture that embraces that they will be successful. volunteerism in your organization. • Celebrate their success. • Write volunteer service • Call them by name. descriptions that are clear, specific, and include the desired outcome of • Never talk down to volunteers; the volunteer position. treat them as professionals. • Help them understand where they • Respect their demands when “fit” in the overall picture. reasonable, and be as accommodating as possible. • Train them to do their volunteer service. • Encourage humor and fun.

© 2010 American Humane Association 3 Operational Guide for Animal Care and Control Agencies: Volunteer Management • Accept each volunteer’s different Leadership motivations. Define roles of staff involved with • Empower them to achieve managing volunteers, and if possible, maximum success. identify volunteers that can assume • Seek and use their feedback to leadership roles to support your volunteer improve the program. program.

Planning a Volunteer Program Needs Assessment The key to a successful volunteer program Find your starting point for developing a is planning: volunteer program plan by exploring, both with staff and with the community your Program Objectives organization serves, services that would • Outline how volunteers contribute enhance the function of your organization. to the advancement and success of Do this by either speaking directly with your agency’s mission. people or using a written survey. • Create measurable objectives (what, how, by whom, when). Needs analysis is the systematic process of identifying the difference between what • Set clear timeframes in which to services your agency currently provides complete processes. and what services you would like to • Designate an individual to provide, then finding ways to bridge that champion each aspect of the plan, gap. Because the needs of a community or creating accountability for the organization constantly change, if you process. have not done a similar needs analysis in • Prioritize steps based on ease of the last two or three years, take the time to completion (confidence boosters update and do a new analysis before that create reasons to celebrate setting up or making sweeping changes in success), need, and availability of a program. Here’s how: resources, whether they be • Develop a tool or process that financial or time-oriented. identifies the questions to ask to Budget determine the gap. • Collect and analyze the answers. Be clear about finances available to • Determine the most appropriate support recruitment, training (including solution(s) to close the gap. materials and uniform), and recognition. Keep the following in mind: Long-Range Strategies

Decide how volunteers integrate into Before starting, document your strategic planning to satisfy visionary assumptions, i.e. those ideas about a targets set forth by your agency’s Board of volunteer program that you suppose are Directors and administrative team. Long- true or that you take for granted. range plans usually encompass a three- to five-year period.

4 © 2010 American Humane Association Operational Guide for Animal Care and Control Agencies: Volunteer Management Make certain any program developed school teachers interested in humane supports the organization’s mission by education programs, or potential adopters). consulting your organization’s strategic plan, including its mission, needs analysis, Your project may have more than one goals, programs, resources. Then, design target audience, for example: questions to facilitate this process. Involve all stakeholders (staff, volunteer Immediate beneficiaries: target program manager, upper management, audience(s), such as volunteers and staff, human resources, any existing volunteers, who will experience the project’s benefits and members of the community or client in the earliest stages of its implementation, groups) at some level in the process of and whose involvement may be necessary providing input for the needs analysis. to ensure that the desired results are fulfilled. Decide which goals are achievable in a reasonable amount of time, such as one to Intermediate beneficiaries: target three years or three to five years. audience(s), such as teachers, groomers, and outside animal care agencies, who will Survey Basics experience the project's benefits within • Establish a committee to develop a one to two years of its implementation. plan of action. • List important issues to be Long-term beneficiaries: target addressed. audience(s), such as adopters, students • Identify the population to be who benefited from humane education and surveyed. the community as a whole, who will • Determine the information you experience the project’s benefits after its need. (That may mean existing completion. information to collect, or it may mean gathering new information This distinction is important because the using a survey.) needs, wants, and characteristics of target • Select a random sample of persons audiences will likely differ. While the to survey. immediate beneficiaries may be the main focus of your project, consider the needs • Develop and pre-test a of the long-term beneficiaries, if at all questionnaire. possible. • Collect information.

• Analyze the data. When evaluating the wants of your • Report the results. audiences, look at their level of interest • Formulate an action plan. and motivation as well as their perceptions of the various possible solutions. Target Audience Think about the people or groups you’re The attributes or abilities of the target considering as the focus of your project; audience are important characteristics to this is your target audience. You can take into account and may include data on: concentrate on one of your organization’s • The estimated number of people in audiences (internal, such as staff and each target audience. volunteers, or external, such as grade

© 2010 American Humane Association 5 Operational Guide for Animal Care and Control Agencies: Volunteer Management • The geographical location(s) of the target audience. Definition • Any additional attributes, such as • Increase the percentage of animals language, mobility, or economic successfully adopted from your shelter considerations. Potential Factors/Programs: • Grooming services When deciding how to collect data from • Dog obedience training various audiences, remember to select that • Cat socialization method that will be best for each audience. • Education on breed tendencies You may choose from a variety of • Cleanliness of shelter methods including: • Noise level in shelter • Written questionnaires or surveys • Customer service • Knowledge or performance • Availability of animal supplies assessments • Structured observations • Focus groups Outcome • Telephone interviews • Humane Education (HE) Definition Data Collection • Increase level of humane Collect the following types of data about knowledge in the community the target audience or audiences identified Potential Factors/Programs: in the previous task: • HE for elementary school-age • Result you want to achieve (or students (provide speakers for in- services to provide) services) • Current level of services • HE for middle-school students • Gap between the desired result and (provide curriculum and guest the current level, the importance of speakers for modules) that gap and its causes • HE for high-school students • Target audience wants (provide volunteer opportunities • Target audience characteristics for students where humane treatment is modeled) This will enable you to select the best • HE to adult community (provide possible outcomes to close the gap. When radio PSAs on topics such as considering the gap, look at how large it animals in cars, spay/neuter, dogs is, what does closing the gap achieve, and in the back of pickups, cat care, what happens if the gap remains open. and how rabbits make good pets)

Survey Format Questionnaire Ideas When developing a survey tool, keep in Design questions that will indicate the mind the outcome you would like to importance of the various options, for obtain. For example: example: (Note: you will probably want to Outcome design your questions with more depth, • Increase save rate this is merely a high-level view of how a survey might be designed.)

6 © 2010 American Humane Association Operational Guide for Animal Care and Control Agencies: Volunteer Management For example: • Availability of pet supplies, such as Adoption leashes, carriers, litter boxes, bowls, I would consider adopting the following food, toys, etc. types of animals from No Name Animal Shelter Now, indicate the top five items that are __ Cat most important to you: __ Dog 1. ______Rabbit 2. ______Ferret 3. ______Other Small Mammal 4. ______Bird 5. ______Reptile __ Horse Program Support __ Potbelly Pig What humane education programs would __ Farm Animal you support at No Name Animal Shelter. Please use the following scale (1 to 3): On a scale of 1 to 3 1. Would not support 1. Would not impact my decision to 2. Would consider supporting adopt at all 3. Would definitely support 2. Would somewhat impact my • Volunteer speakers in elementary decision to adopt classes 3. Would greatly impact my decision • Development of curriculum for to adopt presentation to middle-school classes • The pet is well-groomed and smells • Volunteer speakers for middle-school clean classes • A dog or puppy knows basic • Volunteer speakers for high-school commands: “sit,” “down” classes • A dog or puppy is leash-trained • Program development involving high- • A cat or kitten appears at ease with school students volunteering to teach people humane education to younger students • A cat or kitten is friendly and outgoing • Program development involving high- • Someone has explained the behavioral school students volunteering to tendencies of different types or breeds obedience train animals of animals to me • Community outreach, such as public • The noise level in the shelter service announcements • The way the shelter smells • How clean the kennels are Please go back and indicate which • How clean the office area is activities you would support with: • Ability to contact shelter workers on • V – Volunteering to be involved in the phone the project • Knowing shelter workers will contact • A – Assisting by donating money me after adoption to see if I have to No Name Shelter questions • O – Providing other assistance, • Friendly, welcoming staff such as in-kind donation of goods, • Information on how to care for my supplies, or services new pet

© 2010 American Humane Association 7 Operational Guide for Animal Care and Control Agencies: Volunteer Management Starting a Volunteer Program Budgeting Ultimately, it benefits your agency’s There are costs associated with volunteer program to build a strong maintaining an effective volunteer foundation from the start. Investigate the program, such as printing training following components at the onset of your materials, purchasing uniforms, and program, and then reevaluate periodically paying staff to coordinate the volunteer to maintain program integrity. program. Establish a reasonable budget to • Vision Statement (typically one support the goals of the volunteer program sentence to depict your overall and ensure that it continues to grow program goal and how it will annually. complement your agency’s mission) Consider the following when developing a • Volunteer Reference Guide budget to present to your Board of (formatted to include information Directors: about your agency) • Staff salaries and benefits • Volunteer Service Descriptions • Computer software for tracking the (outlining major objectives, duties, volunteer program and training requirements) • Volunteer insurance • Action Plans (recruitment efforts, • Office use and equipment needed training, and recognition) to sustain the volunteer program • Feedback Loop (regular • Printing and postage performance evaluations for • Phone and e-mail accounts volunteers) • Supplies (volunteer nametags, • Records System (tracking uniforms, tools needed for volunteer time contributions) volunteers to perform the functions of their assignments) If you are inheriting an established • Volunteer training (advancement volunteer program, consider the history of training for volunteer leadership, the program. training needed to build specific • When was the volunteer program skill sets) established, and why? • Volunteer recognition and • Are original objectives still appreciation (gifts, banquets, applicable? celebrations) • Has the culture of your organization shifted significantly, Volunteer Reference Guide which would create the need to A Volunteer Reference Guide outlines an realign the vision of your volunteer organization’s culture, mission and program? services, including the role of volunteers • Has the volunteer duration of and expectations of how volunteers service been lengthy or short? If complement the organization’s mission short, is it obvious why, and what and goals. Review materials from other can be done to improve the length non-profit organizations, including other of service per volunteer? shelters or volunteer management organizations, when developing your

8 © 2010 American Humane Association Operational Guide for Animal Care and Control Agencies: Volunteer Management Volunteer Reference Guide. It’ll give you people to your website for the plenty of ideas on not only content but most current versions.) also format. The American Humane • Responsible and kind treatment of Association recommends that agencies animals review and update their Volunteer • Consultation of volunteer manager Reference Guide annually, or as needed when concerns arise when changes occur. • Attendance • Dress code A well-written, organized, and complete • Telephone calls volunteer handbook is crucial. It’s your • Friends, family or children tagging primary educational tool and much more. along (not allowed to assist unless For that reason, require volunteers to sign they complete volunteer process an Acknowledgement of Receipt form and themselves) place it in their personal volunteer files. • Tax benefits (volunteers can claim tax deductions on in-kind donations, direct Ultimately, your handbook should serve as cash contributions, and automobile a complete volunteer reference that covers mileage, if not reimbursed. They in detail the following suggested topics: should contact their tax accountant or the IRS with any questions.) Your Organization • Conflict resolution procedures • History, mission and goals of the • Volunteer Application Process agency o Two copies of the • Organizational chart application/personal profile • Services the agency offers to the form — one to complete and community one to keep • Core procedures and positions o Instructions on where, when, o Euthanasia and to whom to return the form o Adoption (including any o What is the next step? restrictions on volunteer Interview, orientation, training, adoptions) reading the handbook – the o Spay/neuter order will depend on what o Misc. humane position works well for you and your statements on animal-related organization topics (e.g., biomedical testing o How to contact the volunteer and research, hunting, zoos, manager for additional etc.) information • Process for ending volunteer service Volunteer Program • Frequently asked questions • History of the volunteer program (what • Public relations and media restrictions volunteers have done / are doing to • Security support the mission) • Holidays • Volunteer guidelines • Off-limits areas • Program opportunities • Care and use of equipment o Detailed volunteer service descriptions (Include hard copies in the handbook or refer

© 2010 American Humane Association 9 Operational Guide for Animal Care and Control Agencies: Volunteer Management • Memorandums related to general or interest in our organization and share your volunteer practices that will impact desire to make the world a better place for their volunteer position animals. As a nonprofit animal care agency, we depend on our volunteer team, Safety and Disclosures your time and your skills, to actively • Insurance coverage and limitations support our organizational efforts to • Accidents, injuries, and prevention provide quality care for the animals at the (including animal bites) shelter and in our community. • Health and safety information (chemicals used and zoonotic We are committed to supporting your role disease risks) as a volunteer by presenting you with • Liability waiver, consistent, thorough, and professional Acknowledgement of Receipt and training. The shelter’s volunteer training other necessary forms program is designed to keep you informed and safe, and to enhance your skills. Bulletin Board Postings As you become familiar with the various Post reminders on bulletin boards to volunteer programs, you may develop reinforce key information provided in the multiple interests. If ever you are ready to volunteer handbook, such as: explore a new program, let us know. We • Be on time. If for some reason you will be happy to introduce you to different are unable to come at your opportunities. designated time, please call.

• Sign in and out in the volunteer It is our hope that you will find your sign-in book. volunteer experience at the No Name • Use designated areas for smoking, Animal Shelter enjoyable and rewarding. eating, or drinking. You can be certain that your contribution • Report any injury during your is truly appreciated by both the staff and volunteer shift to your supervisor, the animals! the volunteer manager, or the executive director. With kind regards, • Give feedback and suggestions, but remember that you need to be willing to participate in solutions. Covering Euthanasia Euthanasia is probably one of the most Welcome Letter difficult issues for staff and volunteers. A welcome letter to the volunteer from the Therefore, many animal shelters feel it volunteer program manager at the necessary to include a statement in their beginning of your volunteer handbook is a volunteer handbooks and address the issue nice way to begin. The following was from the very beginning during the adapted from a letter written by the orientation. Humane Society of Boulder Valley in Boulder, Colorado: Because euthanasia is a very difficult subject to discuss, including a letter from Welcome to the No Name Animal Shelter the staff in the volunteer handbook is one volunteer program. We appreciate your way to communicate many of the feelings

10 © 2010 American Humane Association Operational Guide for Animal Care and Control Agencies: Volunteer Management that arise in your agency. The letter should they genuinely like and want to help be reviewed and revised at least annually animals, and performing euthanasia is no by employees involved in the process. The more difficult on anyone else than it is on following sample letter was adapted from the people whose job responsibility is to one that was written by The Humane perform euthanasia. Society at Lollypop Farm, Fairport, NY. As a volunteer, be prepared to answer Dear Colleague: questions concerning euthanasia from your friends and people you meet who know Although a difficult subject, euthanasia is that you volunteer in an animal shelter. It something we must think about before is important for you to both understand making a commitment to volunteer in a and be able to discuss the topic in an shelter. Unfortunately, due to the nature of objective manner. sheltering animals, it is necessary for us to euthanize some of the animals we receive. If you have questions or concerns about Depending on the circumstances, you may either the euthanasia process in general, or never see the animal, or you may have a particular decision, please bring those interacted and even have become fond of concerns to the volunteer manager for an animal that is euthanized. discussion. We understand that your questions and feelings need a forum for Please understand that the decision to discussion. Because compassion fatigue euthanize (for every single animal) is well associated with dealing with these issues is thought through. It is very difficult to common, our shelter can offer assistance make the decision, hold him/her, and then in working through them. actually perform euthanasia. Our shelter’s policy is to perform euthanasia in the most We are all here to work together, and trust humane manner possible, using euthanasia is one of the most basic needs. It is only by injection as our only method for dogs with your help and understanding that we and cats. Other species may be euthanized will be able to achieve our goals. using alternate methods recognized by the American Humane Association and the American Veterinary Medical Association as appropriate and acceptable.

Decisions, however unpopular, must be made. Please do not confront the staff involved with euthanasia with questions or statements like: • “Who are you killing tomorrow?” • “How can you kill them? You people are cold-hearted.” • “Why is Fido being put to sleep?”

This type of feedback only makes a difficult-but-necessary part of their job harder. Staff members are here because

© 2010 American Humane Association 11 Operational Guide for Animal Care and Control Agencies: Volunteer Management Record Keeping • Your legal, insurance, and/or tax Record keeping systems will vary from professional may require it. agency to agency, but all share one common purpose — the ability to clearly Generally Accepted Accounting and effectively substantiate the value of Principles volunteer contributions on a weekly, Some animal welfare agencies must follow monthly, and annual basis. Generally Accepted Accounting Principles (GAAP). If you receive government If shopping for computer software to funding, you could be penalized for non- support your volunteer program, visit compliance with GAAP procedures. Ask several agencies with established software your accountant if your agency uses this in a variety of packages and ask to see model. If you don’t have a staff features that will help you determine accountant, ask a board member or other which software is the best match for your local agency. According to Nonprofit budget and needs. Ask for advice via e- Volunteer Management, new standards of mail distribution lists or professional the Financial Accounting Standards Board volunteer management associations. require the inclusion of volunteer hours in your financial statement: Whether you collect hours manually in • If the services provided are three-ring binders, or your volunteers sign essential to your operation; into a computer system, it is critical that • If services create or enhance non- volunteers understand the importance of financial assets; or documenting their contributions and • If services require specialized comply with record-keeping processes. So, skills, are provided by individuals consider demonstrating how to record possessing those skills, and would hours in every volunteer training session. typically need to be purchased, if not provided by donation. Accurate data is important for the following reasons: Record Storage • Donors and grantors like to see According to the IRS and agency time volunteer information as a sign of audit periods, all volunteer records should strong community support. be maintained for seven years before being • Volunteers sometimes need a purged or modified. In addition, over time, summary of hours to use for class accurate record-keeping will help you credit or for employers who make determine your volunteer demographic, as financial contributions to match the well as trends in program popularity and volunteer’s service value. decline. • Program and service measurements and adjustments are best made with detailed information about volunteer participation. • It’s easier to recognize and celebrate volunteer efforts when you have records to prove progress and outcomes on tasks performed.

12 © 2010 American Humane Association Operational Guide for Animal Care and Control Agencies: Volunteer Management Quantitative Statistics Individual Volunteer Records Log and track the following information: As a volunteer manager, build profiles of • Number of students your volunteer team. Documenting the • Addresses of volunteers, sorted by following things will help you develop, zip code or neighborhood evaluate, and recognize volunteers: • Number and type (e.g., clerical, • General volunteer information professional, direct service) of (name, address, phone numbers, hours completed by each volunteer e-mail address) during each year • Schedule availability • Total hours given to the volunteer • Emergency contact information program, by department, event, or • Trainings attended volunteer position • Recognition received (when and by • Training hours completed whom) • Professional service skills Qualitative Achievements • Affiliations with other groups or Beyond the facts and figures of the non-profit agencies volunteer program, track qualitative achievements as well, including: • Accomplishments made possible by your volunteer program • Expansion of your volunteer program or other agency programs enabled by volunteers • Diversity in your volunteer population • Use of special populations for increased program opportunities (e.g., retired citizens, special needs individuals, and student interns) • The information received from volunteers during orientations, beginning and exit interviews, training and recognition events, and how the information has been used

© 2010 American Humane Association 13 Operational Guide for Animal Care and Control Agencies: Volunteer Management Program Evaluation Improving your evaluation procedures Write down the details of your evaluation helps you get the feedback necessary to process in your initial plan. Otherwise, it optimize your program’s function and may be overlooked later. Evaluating your impact. volunteer program can reveal if anything is ineffective and needs to be changed or Regardless of the benchmark being discontinued and also ensures it continues evaluated, keep your goals in mind and to achieve its objectives and contribute to ask questions that will help you achieve your agency’s larger strategic plans. In those goals. Evaluation is an ongoing fact, the most important reason to evaluate process, so don't stop evaluating once you your volunteer program has more to do compile results or get feedback about the with your entire agency: Volunteer first year of a volunteer’s experience. program evaluations show specific results to supporters, adopters, and funders alike, A few topics to be included on evaluation and helps everyone plan for the future. tools for various benchmarks include: • Why the volunteer decided to Make overall program evaluation results donate time to your agency available to both volunteers and • How integrated volunteers are in employees. An easy way to do that is to the program, from planning the include the results in your newsletter or program to providing opportunities annual report. for feedback • How well you match expectations Have your agency’s management staff and with the actual volunteer decisionmakers, your volunteers, and experience, or service description those who receive a direct service from with the volunteer’s skills your volunteer program contribute to the • How well you recognize the evaluation process. Make the evaluation volunteers’ contributions and non-threatening. Offer respondents a accomplishments variety of evaluative methods, from formal • General comments on those to informal, verbal to written, and Q/A to aspects of the program the discussion. Questions can be open-ended, volunteer would like to see offer a choice of answer, or request a continue and those where selection from a range (i.e., agree, dissatisfaction or a desire for somewhat agree, don’t know, somewhat change were indicated disagree, disagree). Always offer a time or • Whether or not the orientation and space for general comments. training(s) were clear, complete, and easy to understand Many agencies choose annual or biannual • Whether supervisors are accessible timing for evaluations. Consider the and supportive “benchmark” times during your • If the facility provides a good volunteer’s tenure as topics of feedback environment for evaluations: orientation, screening, • If opportunities for improving interviewing, training, recognition/awards, skills are offered project completion, and end of volunteer service. Even encourage volunteers to To help you establish a format for your evaluate your evaluation tools and process. own role in the program’s progress, the

14 © 2010 American Humane Association Operational Guide for Animal Care and Control Agencies: Volunteer Management American Humane Association offers the Empowering following outline of a personal • What are the primary motivators for assessment/action plan: each person who reports directly to you? Leadership • What methods did you use to • What are your major strengths as a determine their motivations? Are there leader? different or better tools you could use • In what areas do you need to help you understand and reward improvement? each person based on his/her motivation? Vision • What actions should you take to better • What is the vision that you have for motivate these people? your program for the next three years? • Is this vision in harmony with the Coaching organization’s mission and vision? • What are the critical success factors • Have you gathered input from needs for your program during the coming assessments as well as from volunteers year? and employees? • What is one action you could take with • What actions will you need to take to each of these people to help meet their convert that vision into reality? developmental needs? • Would additional training or Team Development mentoring would be of help to your • What are the strengths and limitations volunteers? If so, how can you supply of your present program’s team in what they need? working toward common goals? • What actions should you take to improve and empower the team?

Positioning • What are the key features of your strategy for moving from where you are now toward your vision? • What will be the major obstacles in implementing the strategy? • How do you plan to overcome each of these obstacles?

Communicating • What are your strengths and limitations as a communicator? • What actions should you take to become a more effective communicator?

© 2010 American Humane Association 15 Operational Guide for Animal Care and Control Agencies: Volunteer Management Recruitment descriptions, information on your agency, Assess your volunteer needs before you and a copy of your volunteer handbook to recruit, and put a recruitment and retention other organizations that are interested in plan in place before you begin accepting collaborative efforts. volunteer applications. Do not start recruiting until all implementation steps There are also websites that will help you are planned and ready to go. You should to recruit and even track volunteers. These be able to answer these questions: organizations are listed in the reference section of this guide. • What is your recruitment plan? • What type of people do you need Identifying Volunteers and Other and where will you locate them? Resources • Are all recruitment options (e.g., newsletter, website, web-based A volunteer is anyone who gives his or her matching services, personal time and talents by choice and without contact, bulletin boards, media) monetary reward. Other resource pools being used that are appropriate for that may be considered are persons who your program? provide community service due to court or • What is your process for ongoing school requirements. recruitment? Each unique community offers valuable Make any recruitment materials clear volunteer resources if you know where to about what you expect from the volunteer look. Know your audience and specifically and what they can expect from you. Be target recruitment efforts to benefit your sure to select your vehicles for recruitment agency. carefully so that you reach your target Stay-at-Home Parents audience. Specifically state what skills you seek from volunteers in your recruiting Stay-at-home parents wish to remain materials. Desperation in your recruitment involved with the community and can efforts may sound like no one wants the often work on administrative or committee volunteer position. projects from home.

Many agencies across the country are Elders utilizing volunteers. There is a renewed Elder communities offer individuals with interest in volunteering. Investigate the experience and talent to sustain long-term possibilities of partnering with other positions. agencies to avoid duplication of services while maximizing the skills of available Service and Professional volunteers. Organizations Service and professional organizations There may even be a volunteer referral have talented members who are interested service in your community that will in being involved in community projects. prescreen volunteers and match interests Transitional education classes can supply with organizations. The United Way, individuals with special needs, often also Voluntary Action Center, and Volunteer supplying a coach. Bureau are examples. You will probably need to provide volunteer service

16 © 2010 American Humane Association Operational Guide for Animal Care and Control Agencies: Volunteer Management Students agency but also gain life skills and can be Middle and high schools often encourage an important part of your program. Offer or require students to perform community volunteer positions that students would service. enjoy while keeping your liability to a minimum. A positive experience during Youth Organizations youth helps them gain an appreciation for Scouting, 4-H, Future Farmers of animal care agencies and volunteering as a America, and other after-school whole. organizations often provide teams of volunteers with adult supervision for Ask students to help you identify younger volunteers. volunteer opportunities that would appeal to their age level. They could even help Colleges you rewrite materials for students. Any Colleges may team with individuals staff who work with youth volunteers need interested in short-term projects and may to know exactly what the students will be include both students and instructors, or doing and how they can be of help to the sororities and fraternities. student.

Military Risk management is especially important with young people. Keep safety issues in Military bases are full of parents and mind as you consider task options. If you children looking for distractions from think twice about a task being appropriate daily life. for a young person, avoid matching a Companies youth with that type of volunteer position.

Businesses often have programs As always, consult your attorney. encouraging their employees to volunteer. If a student is interested in only fulfilling a Other Spots requirement, you may have them for a Don’t forget these markets: short amount of time. Your typical training • Volunteer fairs may not be worth it. Ask the student for a • Agency clients, adopters, donors, time commitment that extends beyond and their families course requirements or tailor a project • New residents in the community which only requires a few hours to be • Visitors to your facility completed. • Programs such as VISTA's anti- poverty work program (800-424- Community Service 8867); RSVP (retired citizens) Many animal care and control agencies (202-606-4851); Points of Light utilize individuals who have been Foundation (800-879-5400) sentenced in the courts to perform community service. This can be an Youth Volunteers effective pool of volunteers, but you need More schools now require students to to work closely with your court system. engage in community service activities as Tell the court what kind of volunteers you part of their course requirements. These can use and clearly state that a supervisor young people not only learn about your

© 2010 American Humane Association 17 Operational Guide for Animal Care and Control Agencies: Volunteer Management must approve the volunteer’s time before When a staff person ends their any credit is given. employment but wants to continue or begin volunteering, obtain approval from Screening is essential to make sure the their former supervisor or your HR volunteer can perform the tasks. Many department. animal care and control agencies do not consider anyone with a history of animal Word of Mouth cruelty, violent criminal acts, theft, or The most effective volunteer recruitment burglary. Some agencies have community tool is word of mouth from a satisfied service volunteers limit their activities to volunteer, the people you serve, your grounds maintenance, laundry, or dishes board, and your staff. due to lack of time to provide adequate training. Other Ways Other ways to spread the word require web Staff as Volunteers content, brochures, videos, recorded radio Often staff may inquire about spots, Public Service Announcements volunteering. There are a number of legal (PSAs), posters and the like. A few places considerations, so be sure to consult your to use these include: agency’s legal counsel. Because of the • Other organizations’ bulletins (i.e., Fair Labor Standards Act, a staff person church bulletins) must volunteer in a completely different • Corporate newsletters from local capacity than the one for which they are businesses paid. Otherwise, you could be sued for • Announcements at events and overtime or back pay. If you decide to meetings allow staff to volunteer, make it clear up • Community/business bulletin front and in writing that staff are not boards (especially pet-related required to volunteer as a condition of businesses, such as groomers, their employment. veterinarian offices, pet supply stores and such) Any staff person wanting to volunteer • Schools/colleges should go through the same process as any • Senior centers other volunteer and have approval from their supervisor and other designated • Laundromats members of upper management. This • Civic clubs applies to volunteering inside or outside of • Chamber of commerce offices your operations. Be very careful what you • Any correspondence going from ask a staff person to do. If it is “helping your organization to members of out” at an event with a job they do at your the community facility, you may have to pay them. To • Media: newspapers, radio, TV, double check, call your local wage and weekly or regional publications hour office and ask about nonexempt and • Your facility and anywhere you do exempt staff volunteer restrictions or community outreach consult your legal counsel.

18 © 2010 American Humane Association Operational Guide for Animal Care and Control Agencies: Volunteer Management Selection and Placement It is important to pay special attention to Potential volunteers should be comfortable the selection process. Design a volunteer with these practices, or your agency may interview and placement process that not be a good match for them. Let the works for your agency to maximize prospective volunteer know that the efforts. interview is an opportunity to match up volunteer skills and interests with First Phone Call appropriate volunteer program(s) and to ensure a satisfactory experience for the The initial telephone call may be the first volunteer. step in your selection process. The person might call you to inquire about Volunteer Applications volunteering, or you might make a follow- up phone call after the person attends Have them complete a volunteer orientation and decides to volunteer. application and sign a release form drafted by your agency’s legal counsel. Some If it’s a call to schedule an interview or agencies include text in the release form orientation session, use it as an indicating they give permission for your opportunity to allow for questions. If the agency to check references and also person changes their mind about undergo criminal background checks. The volunteering, your call could help them application and volunteer interview are become a supporter in another way. valuable tools for getting to know people who want to join your volunteer program. The phone call is an easy way to start prescreening. Set up a friendly Include questions on the application conversational atmosphere, but let the asking what applicants know about your caller do most of the talking. Ask what organization, why they are interested in volunteer experience they have had and if volunteering for your agency, what they it was fun or educational. If they indicate would like to get out of the volunteer that they had a negative volunteer experience, if they have volunteered for experience in the past, ask for more other animal-related organizations, and information. This will give you insight about their past volunteer experiences. into whether this person and your volunteer program are a good fit. It will Include language on your form that says also give you the opportunity to discuss you will try to place the volunteer in their why they would like to volunteer and volunteer position of choice but cannot available opportunities. guarantee a position will be available. Avoid guaranteeing a position to a The initial contact is also the best time to volunteer in case you later feel that the state your agency’s mission and talk about position might not be a good fit. the volunteer interview, training, and placement process. Include basic Disclaimers/Waivers information about your agency such as: In addition to the volunteer application, 1. We spay/neuter all animals that are the volunteer or a parent or guardian for adopted (without exception). those under 18 must sign a disclaimer or 2. We perform euthanasia. (Or, we waiver. Although disclaimers/waivers are a limited access shelter.) won’t completely protect you from

© 2010 American Humane Association 19 Operational Guide for Animal Care and Control Agencies: Volunteer Management liability, they serve as good documentation Allow people interested in volunteering to (and they’re good risk management) to share: confirm that volunteers were provided • Their volunteer service history with, read, and understood your • Interests and skills procedures as well as the risks involved • Why they chose your organization with the volunteer position. • What they are hoping to get out of their volunteer experience Have volunteers sign additional waivers or • Time commitment acknowledgements regarding training • Any questions they may have materials, your volunteer handbook, taking about the agency or volunteer and using their picture for news or positions promotional media stories, and zoonoses (infectious disease passed from animal to In return, you discuss: human) potential. See the sample waivers • The process of becoming a in the Appendixes section of this guide, or volunteer at your agency refer to the American Humane • Overview of the orientation. If Association’s Operational Guide on your agency conducts orientations Zoonoses for additional information. before interviews, inquire if they

have any follow-up questions. Be clear with volunteers about possible • Expectations of volunteers, infectious disease exposure at your including philosophical alignment agency. However, be cautious about asking the volunteer for any information • Details of various volunteer concerning any aspect of their health. It positions and time commitments cannot, nor should not, be construed as • Next steps (i.e. training, discrimination. Check with your agency’s scheduling, etc.) human resources department, legal • Any questions they may raise counsel, or a volunteer management pool for what questions may and may not be There are two types of interview appropriate in your state and under federal questions: closed and open-ended. Closed law. questions address your need to quickly get a “yes” or “no.” Open-ended questions The Interview require more information and discussion The next step in your selection process is a and help you understand a volunteer’s volunteer interview. An interview will motivations for choosing your agency, as give you the opportunity to match up skills well as their interests. and abilities with appropriate volunteer positions. The application should be Keep information confidential. Allow time utilized during the interview as a base of for questions and answers, and information. communicate clearly. Be honest about your agency. Emphasize the importance of Although it’s ideal for the volunteer volunteers by stating your agency depends program manager to conduct the upon each of them to follow through with interview, other leadership volunteers or their volunteer commitments. employees may also conduct interviews.

20 © 2010 American Humane Association Operational Guide for Animal Care and Control Agencies: Volunteer Management Let them know that you consider both • Does the volunteer have adequate agency and volunteer needs when experience, and does he/she have considering placement. the ability to work with people? • How well does the potential volunteer deal with difficult Additional Interview Questions situations? Here are a few suggestions for exploring an applicant’s suitability for your program: • Ask how they feel about Developing Volunteer Service euthanasia, spaying and neutering Descriptions or other relevant organizational Volunteer service descriptions are programs and services. versatile and valuable assets to any • Add in a few “what if” questions, volunteer program. They can help such as “What would you do if an motivate and recruit volunteers to your adopter was rude to you?” program, and they can be used to offer feedback to existing volunteers. Outline responsibilities and duties of each volunteer position in written volunteer In animal care agencies, it is common to service descriptions. Include any special break down volunteer opportunities into requirements a volunteer will need, such three categories: as ability to travel offsite, ability to lift • Animal Care (kennel assistants, specified weights, training required, and veterinary support, behavior time availability. Share this detailed modification programs, adoption information during the interview. This is liaisons) an effective way to relay this information. • Community Outreach (ambassadors, pet therapy, mobile adoption units, humane education) Calling References • Fundraising and Special Events Asking for references on the volunteer (committee work, ticket sales, application and then following up with a events, thrift and gift shops) call to the references is not always possible, but it is good practice if you wish Include the following content when to learn more about the person. A potential building volunteer service descriptions: volunteer who fails to provide references • Major Objectives may raise a red flag for you. Confirm the • Duties information provided by references • Training requirements whenever possible. • Time commitment (Is there a minimum schedule commitment?) Here are some sample questions: • Volunteer profile (What type of • How long have they known the person will perform well in this person? role?) Was the person responsible, and • • Volunteer perks (Flexible did he/she follow through on schedule, skills building, social commitments? affiliation)

• Describe the person’s personality • Supervision and strengths.

© 2010 American Humane Association 21 Operational Guide for Animal Care and Control Agencies: Volunteer Management those attending, which may include A sample service description is included in returning volunteers. Topics typically the Appendixes. covered are an overview of your organization, including its history and Placement and Review programs, the agency’s major events, a If the prescreening, application, and description of the volunteer program, and interview all indicate that the applicant details about various volunteer positions. would be an appropriate volunteer, you’re ready for placement. Schedule training, Keep in mind different learning styles assign the volunteer to a position, and (visual, auditory, hands-on) when discuss a starting date. Monitor new formatting presentations. If available, ask volunteers throughout training. your humane educator, human resources staff or other outreach personnel for help Orientation developing the orientation program. If this Orientations give those interested in your is not possible, do some research into adult organization a better understanding of learning theory to help you better your agency. In many organizations, understand how to best reach your anyone is invited to attend and audience. Understand that participants participation is mandatory for new need to be both informed and involved. volunteers. The orientation gives the Videotapes or PowerPoint presentations person an opportunity to learn more about offer a broad and entertaining picture of your organization as well as your what you do as an organization, but should volunteer program. Some organizations only be one portion of the orientation. require a prospective volunteer to attend orientation before arranging for an You may choose to offer written individual interview. This can save time if orientation material as well as a tour of the your resources are limited. You can cover facility to reinforce the information information for all prospective volunteers covered at the orientation session. If you in one meeting. Some people may decide have the time, group discussion and role- your volunteer program and organization playing is an option. These suggested aren’t a good fit, perhaps because of the formats could help you break up time commitment needed, age information into segments to hold your requirements, or your euthanasia practices. audience’s attention.

Accommodate personal time constraints Orientations can be brief or last all day, by holding orientations on a variety of but pay attention to the clock and limit the days and at different times. Provide a sign- session to the amount of time you in list to get names, addresses, and phone advertise. numbers, since you’ll want to make follow-up phone calls to those wanting to The orientation can be an excellent time to volunteer. share your volunteer handbook. It should include most of what you cover in the Plan an agenda and presentation for your orientation and training. Maintain the orientation. The amount of time you manual in a form that can be constantly devote to the orientation and the content updated, such as a three-ring binder. should meet the needs and expectations of

22 © 2010 American Humane Association Operational Guide for Animal Care and Control Agencies: Volunteer Management Pre-Service Training • What steps are taken and where to The pre-service training should include the go in case of emergencies such as reasons for the volunteer position (e.g., storms or fires how the position directly relates to your • Safety guidelines and accident agency’s mission). Make it complete but reporting concise so that volunteers can get started • Procedure for sharing concerns and and feel like they are contributing. Clearly your agency’s conflict resolution define position duties and give detailed procedure (this is important to have instructions to ensure the volunteer is in writing. Volunteers should know trained appropriately. that it might be necessary to schedule an appointment rather Explain the volunteer position in a manner than immediately see a supervisor that works best for the individual. Do they or the executive director.) learn best by hearing or reading instructions or by being shown how to If at all possible, introduce volunteers and perform their duties? Do they already staff at the beginning of training. It is a know how to perform the duties (for good relationship-building tool, and it’s a example, grooming) but need to be great way for staff to explain what they do introduced to disease protocol and safety and educate the volunteer at the same practices such as parasite control and time. limiting bite-risk? Ongoing Training It is useful to provide volunteers with a There are many benefits to providing written handbook outlining the volunteer ongoing training for volunteers. position or ask them to take written notes. Volunteers enhance their skills and Trainers should design interactive thereby provide excellent service to your curriculum to ensure volunteers learn the agency and its customers. Other benefits material. for volunteers include: • A sense of accomplishment Pre-service training should include how to • More independence do the volunteer position, the position’s • Feeling included in the limitations, and general information such organization as: • Expanded scope of responsibility • The location of restrooms, break • Bringing new skills into the areas, parking organization • Location of supplies and materials that apply to the position Because training can account for a large • Dress requirements (Identify percentage of your volunteer program volunteers in some way: buttons, budget, plan it thoughtfully. Compile shirts, or aprons; everyone should training materials from service have a nametag.) descriptions, input from staff, volunteer • Safe places for personal items evaluations for program improvement, and • Hours of operation including other animal care agencies. If each holidays (a repeat from orientation) volunteer position has a level of

© 2010 American Humane Association 23 Operational Guide for Animal Care and Control Agencies: Volunteer Management expectation, then it will be possible to Risk management may include following advance the person to the next level with all OSHA regulations, doing temperament appropriate training. testing on all animals, adequately training volunteers and staff in their duties and In-service training should accommodate working with animals, maintaining the volunteer's responsibilities, learning vehicles properly, providing protective levels, and developed skills. If time, clothing and equipment, offering help with money, or general logistics make in- compassion fatigue management, and service training difficult, try putting other such programs. together material and organize a resource library. It’s a great way to make ongoing Make OSHA regulations available to training available to everyone. volunteers. In addition, provide information on safety procedures (e.g. how Training from outside the organization can to safely remove animals from kennels) in also promote volunteer skills, satisfaction written form such as standard operating and, if structured to do so, allow for those procedures and volunteer handbooks. skills to be disseminated to other Routinely check with volunteers and volunteers and employees. supervisors to make certain the information is up-to-date, available, and Opportunity for Advancement put into practice. Provide an opportunity for volunteers to change volunteer positions or pursue Your workers compensation policy does advancement in your volunteer program. not apply to volunteers. It is for Use this as a motivator by pointing it out employees only. during your interview.

Insurance and Risk Management Insurance needs and availability vary from state to state. Check with your state’s Insurance Board to find out what is needed. This is another area where networking with nonprofits and other animal care and control agencies may help you connect with available resources in your area.

Although a volunteer may have some personal liability coverage through their homeowner’s or renter’s policy, keep in mind that you and the agency may also be sued for a volunteer’s actions. In addition, a volunteer may bring suit against your agency, so it is important to minimize the exposure to liability by both managing risk and by having insurance in place.

24 © 2010 American Humane Association Operational Guide for Animal Care and Control Agencies: Volunteer Management Recognition Affiliation/Social Recognition is a key ingredient for People who are most rewarded by being keeping volunteers. Retaining volunteers affiliated with a group value the is important not only because it allows you relationship aspect of volunteering. They to complete important projects and gain a need to feel that they are a part of the reputation in the community for doing so, organization and require time to socialize but it allows you to reap the benefits that during the course of their service. They knowledgeable and experienced volunteers enjoy social gatherings, name can offer in the long term. badges/uniforms that show others they are affiliated with the group, and team projects To retain volunteers, you need to be and lists that their name appears on, flexible with their schedules (although you especially with pictures. want them to be responsible for their commitments), give them an opportunity Achievement/Accomplishment to have a break from your organization, All people like to succeed, but for this send volunteers to meetings and group succeeding is their prime motivator. workshops when at all possible, let They enjoy clear goals and measurable volunteers represent your nonprofit when outcomes. To reward them, provide appropriate, and at every single certificates of accomplishments and post opportunity, above all, recognize their graphs showing achievements and efforts. progress toward goals.

Recognition motivates volunteers and Empowerment/Influence keeps them encouraged and interested in Some volunteers will most enjoy programs continuing their work for your agency. If and projects that impact and influence your volunteer program is successful, others. They enjoy using their persuasive you’ll have reason to celebrate. Every powers and make good speakers, single volunteer is important. The care, presenters, and guides. They value titles, concern, and interest the staff conveys to especially if the title changes to show the volunteer carries into the volunteer’s advancement. They enjoy meeting and position. This is the key to your volunteer receiving recognition from VIPs, such as program’s success. upper management or others in the community. They are often motivated to Everyone appreciates having their efforts become “Volunteer of the Year” or other acknowledged, but we all like hearing opportunities to be recognized publicly. “thank you” in different ways. Ideally, a manager should identify what motivates Praise/Approval staff and volunteers, and recognize them in Although it is important to extend praise the manner they most value. and approval to everyone, a portion of the volunteer pool values this above all else. Types of Motivators They respond best to sincere People generally value one of four acknowledgements on a regular basis. different types of motivators:

© 2010 American Humane Association 25 Operational Guide for Animal Care and Control Agencies: Volunteer Management They like to know that their presence and • Giving them cards on anniversaries contributions are prized. A handwritten with the organization thank-you note or token “gifts” along with • Making telephone calls of thanks letters of praise/recognition sent to their employer or family mean a lot to them.

Formal vs. Informal Recognition Investigate ways to give recognition regularly and frequently. Staff may think that volunteers want formal recognition, but volunteers do like the fact that they are helping, so a verbal “thank you” from staff goes a long way. Besides, too much formal recognition loses its value, and some volunteers may even feel that it is taking away from the program.

That said, there is still a time and place for both formal and informal recognition. The following list can give you ideas on where to start.

Formal • Ceremony or program • Program and meal • Written recognition, letter • Published recognition, newsletter • Published recognition, newspaper • Insignia showing years of service • Insignia showing awards • Certificates • Awards • Coffees, High Teas, Ice Cream Socials

Informal • Seeking advice from the volunteer • Having volunteer participate in focus groups or staff planning committees • Praising them in public • Offering new challenges • Providing ongoing support • Complimenting them when a task is well done

26 © 2010 American Humane Association Operational Guide for Animal Care and Control Agencies: Volunteer Management Supervision • There is a procedure in place if a Volunteers need supervision to ensure that supervisor can’t be available for a they are meeting your agency’s needs. volunteer. Supervision also provides a feeling of • Supervisors are provided with support and gives value to the work of the training on how to supervise volunteer. Volunteers should know that volunteers. they are accountable to a supervisor. Use • Supervisors are rewarded for doing the orientation, volunteer handbook, their jobs well. interview session, and/or training to talk about supervision. In large volunteer When selecting supervisors, make sure programs, it is common for the volunteer they fully understand and agree to their job manager to serve as a human resource description. If you select a staff person, director for volunteers, rather than directly she will have a dual role — her original supervising the entire volunteer team. It job and the additional role as volunteer therefore becomes important to work with supervisor. Therefore, you should put a your paid staff to take on daily supervision plan in place that gives volunteers access of volunteers in their departments. to their supervisor without interfering with the supervisor’s other duties. Choosing Supervisors In most organizations, it is impossible for Select supervisors with the following a volunteer manager to supervise every skills: volunteer. Therefore, enlist other staff • Ability to solve problems and meet members to help. Here’s a supervision deadlines checklist of things that should be in place • Excellent communication skills before you get started: • Dependability • Supervisory roles and • Interest in increasing their base of responsibilities are clearly knowledge understood and included in that • Ability to recognize and accept person’s job description. change • Upper management and mid- • Willingness and ability to follow management understand the time procedures and duties required and have given • Ability to treat everyone fairly approval for their staff to be • Good people skills, including supervisors of volunteers in your patience, tact, and the ability to be program. firm • Adequate time and resources are Don’t forget that volunteers are often very allocated for the supervisor to passionate about the work that they do on perform this role. behalf of your agency. Make sure they get • There is a clear, well-defined, and a bit of relief or a feeling of support by effective process of encouraging supervisors to be responsive communication among the to their volunteer needs. When necessary, volunteer program manager, all schedule breaks for volunteers so that they levels of management, supervisors can get emotionally recharged. If they of volunteers, and volunteers. need a bigger recharge, suggest that they • The reporting hierarchy is clearly take a leave of absence. understood by all.

© 2010 American Humane Association 27 Operational Guide for Animal Care and Control Agencies: Volunteer Management Causes of Conflict Adoption Conflict is inherent in any organization. Too lenient: Volunteer feels staff is letting The goal is to identify the cause and animals go into homes that are not “good effectively resolve the situation. In enough.” general, three areas of conflict tend to crop up at animal care and control agencies: Too strict: Volunteer feels that any home animal related issues, policy related issues, is better than euthanasia; accuses staff of and interpersonal relations. denying an animal a second chance at life.

To address these areas of conflict, be Fostering conversant in your agency’s policies and Possible placement: Volunteer wants to be prepared to talk to volunteers who find foster an animal that is not likely to be they have a problem. You’ll have a much adopted easily when it is returned to the easier time dealing with the situation shelter. appropriately and effectively. Determine how best to handle the conflict given the Relinquishing the animal: The volunteer specific situation, and perhaps talk to other is reluctant to return the animal and volunteer managers and human resource becomes emotionally invested in the professionals on how they deal with individual animal. conflict in the workplace. Adoption: The volunteer places Here are a few specific examples of unrealistic expectations on staff to process conflict you might face. the foster animal for adoption. She wants to be personally responsible for finding a Animal-Related Issues home for the animal, bypassing the shelter system all together. Euthanasia Health: Animals are euthanized for Medical protocol: The volunteer does not treatable but contagious illness, injuries, or comply with shelter’s protocol for treating illness (e.g., cancer), and their veterinary illness in foster animals and wishes to take expense far exceeds the shelter’s ability to the animal to her personal veterinarian or pay. emergency hospital without prior authorization; or she allows interaction of Temperament: Animal does not pass the foster animal with household pets temperament test in the evaluation process compromising health of all animals or has exhibited aggressive behavior involved. during their shelter experience. Animal Care vs. Animal Rights Individual animal vs. “big picture”: Humane views and values vary greatly. Volunteer’s focus is on saving one animal, Examples include individuals who are usually abused or injured, and loses sight vegan or vegetarian, those whose primary of the thousands of animals sheltered interest are to care for dogs not cats, and annually. The volunteer will go to great those who are involved in organized lengths to save an animal in need of protests. Staff and volunteers in the shelter medical treatment versus the healthy often have difficulty coexisting when their animal in the next cage.

28 © 2010 American Humane Association Operational Guide for Animal Care and Control Agencies: Volunteer Management views, principles, and beliefs are different Problem Solving from those of the agency. If conflict arises with volunteers, get all sides of the story. Try to relate one of your Policy-Related Issues own experiences to the situation to help The inherited volunteer: The volunteer validate the volunteer’s feelings when has been in the program longer than you appropriate. If a volunteer acts have been managing it; she wants to inappropriately, respond to the situation continue doing things the same way rather immediately by holding a one-on-one than comply with changes. meeting. Volunteers need clarity. Be fair. If one volunteer is disciplined for a Challenging phrases: “We’ve always particular incident, apply the same rules to done it this way;” “When I volunteered at other volunteers in the same situation. ______they handled it this way;” “I Never lose your cool. heard ______does it this way; why can’t we?” Review the service description with the volunteer. Explain why it is written as it is Daily operations vs. weekly visit: and the consequences of it not being Volunteer does not understand or agree followed. Ask if the volunteer with daily operations and the need for understands. certain policies. This may stem from limited exposure to the challenges faced. Perhaps the volunteer feels underutilized, and a solution would be to discuss other Interpersonal Relations responsibilities. Maybe the volunteer has Territorial issues: Staff feel threatened talents you could use for other volunteer when volunteers are performing tasks in functions. If the volunteer makes a their area. Volunteers feel staff “shadows” suggestion, take it into consideration and them and does not trust they can perform have a way to share the idea with the their volunteer tasks. appropriate people in management. Try to be positive and at the same time stick to Education issues: Volunteers feel the facts. Point out that there is a reason superior to shelter staff due to additional for agency practices and guidelines. education or economic differences. If the situation necessitates, have the Internal politics: Volunteers could be volunteer repeat training. If a volunteer more vocal regarding internal politics shows up late on a consistent basis, ask between divisions, locations, or them to recommit to a schedule and administration vs. direct care staff. explain why this is important. If it’s a Volunteers could feel they have more volunteer who doesn’t call or show up at latitude since their income will not be all, find out why. There’s nothing wrong affected by voicing opinions regarding with trying to get a volunteer back on operational issues. track if they’ve shown great potential.

Balance of work: Volunteer feels they Some volunteers may not be able to pitch in more than staff and/or other continue volunteering, but aren’t sure how volunteers. They find fault with staff and to communicate this to your agency. In volunteers. this case, a pleasant departure can be

© 2010 American Humane Association 29 Operational Guide for Animal Care and Control Agencies: Volunteer Management easily provided by taking time to make a behavior. Speak one-on-one, privately. Be phone call and talk to them. clear the situation was a result of not following the service description and/or Conflict Resolution agency expectations. Be clear and make Conflict resolution isn’t easy, but it is sure the volunteer understands that the possible. Remove the upset volunteer from relationship has ended. Never lose your contact with the public, other volunteers, cool. You may want to document and staff if necessary. Then, determine the interactions so you have a history to pass cause of conflict. This will help you along to future volunteer managers. determine the course of action to resolve the problem. There are two sides to every Always avoid using employment language story; be sure to get the facts before or written warning/termination memos. rushing to conclusions. By doing so you imply employment. Employment laws don’t apply to Some organizations have a written conflict volunteers who donate their time to a resolution procedure. If this is the case be nonprofit. Depending on the situation, you sure to include it in the volunteer or the agency may even risk being sued by handbook. A team effort will make it others if you keep a volunteer who is much easier to determine the course of known to be a problem. action, so consult fellow managers about how to follow up with a volunteer. Exit Interviews Ask yourself these questions: Give all volunteers, regardless of why they • How is your decision going to leave, an exit interview. This, like record affect the rest of the volunteers in keeping, will help you understand any your program? opportunities for improvements in your • If an animal is involved, how will program. Although it is best to get the animal be affected, and what comments in writing, an exit survey can be should be done about it? conducted by phone. Give the volunteer an • How will it affect staff? If the opportunity to provide comments about problem is not immediately their experience, information on why they addressed, it could affect staff left and if they would return to your morale as well as their attitude agency to volunteer again, details on new toward all volunteers. skills developed, and ideas for any • If the volunteer contacts the media, improvements. how will it affect your decision? Public perception can impact your You may receive feedback that gives you agency, especially donations. an opportunity to review guidelines, rules, service descriptions, manuals, and Ending Volunteer Service agreements. Are they clear, well defined, You’ve tried and tried, and there’s nothing offered in a timely and effective manner to left but to release the volunteer from the volunteer? Could they be improved in further responsibilities with your agency. any way to prevent the same situation Review the above process of addressing from occurring again? the conflict before you take any further action. Make sure you’ve given the volunteer an opportunity to correct the

30 © 2010 American Humane Association Operational Guide for Animal Care and Control Agencies: Volunteer Management Stress Management While building and managing a volunteer program, it is important to remember to build in stress management, not only for the supervisors and volunteers but also for yourself. Everyone experiences stress; it’s important to be aware of stress levels and to take positive steps to manage stress. Some basics for coping with stress include: • Healthy diet and nutrition • Physical activity and exercise • Social support • Effective communication and assertiveness • Efficient time and financial management • Problem solving • Taking appropriate action to resolve challenges • Letting go of things over which you have no control • Maintaining a positive self image and self talk • Humor

From time to time, take an opportunity to check on your stress level. Take action to manage stress before it causes problems with your physical or emotional health or your job performance.

As you plan and budget for your program, also plan and budget time for stress management. Both you and the program will benefit.

© 2010 American Humane Association 31 Operational Guide for Animal Care and Control Agencies: Volunteer Management 32 © 2010 American Humane Association Operational Guide for Animal Care and Control Agencies: Volunteer Management Appendix 1: Recommended Ellis, Energize, Inc; 3rd edition (January 1, Resources 2002), ISBN: 0940576252

Books To Lead Is To Serve: How to Attract Volunteers & Keep Them, by Shar 101 More Ideas for Volunteer Programs, McBee, (July 2002), ISBN: 0963856022 Sue Vineyard, November 1995, ISBN:

091102946X Volunteers: How to Get Them, How to

Keep Them, by Helen Little, (September Building Staff/Volunteer Relations, Ivan 1, 1999) ISBN: 1928892019 H. Scheier, October 1993, ISBN:

0940576147 Volunteers: The Organizational Behavior

of Unpaid Workers, Jone L. Pearce, Count Me In! 501 Ideas on Recruiting December 1993, ISBN: 0415094275 Volunteers, Judy Esmond, Newseason

Publications, 2001, ISBN 0-646-40894-1, What We Learned (the Hard Way) about Electronic version only Supervising Volunteers: An Action Guide

for Making Your Job Easier (Collective From the Top Down: The Executive Role Wisdom Series), Jarene Frances Lee with in Volunteer Program Success, Susan J. Julia M. Catagnus, Energize, Inc; Ellis, Alan S. Glazer, Jeffrey D. Kahn, (December 1, 1998) , ISBN: 0940576201 1986 (Revised edition, 1996), ISBN: 0940576171 Organizations

Leadership and Management of Volunteer Association for Research on Nonprofit Programs: A Guide for Volunteer Organizations and Voluntary Action Administrators, James C. Fisher, Kathleen www.arnova.org M. Cole, April 1993, ISBN: 1555425313 Association for Volunteer Administration No Surprises: Controlling Risks in (a local chapter may be in your area) Volunteer Programs, Charles Tremper, www.avaintl.org/index.html Gwynne Kostin, August 1993, ISBN: 0963712004 Energize, Inc. www.energizeinc.com The (Help!) I-Don't-Have-Enough-Time Guide to Volunteer Management, Independent Sector Katherine Noyes Campbell and Susan J. www.independentsector.org Ellis, November 5, 2002, ISBN: 0940576406 Nonprofit Risk Management Center www.nonprofitrisk.com The Joy of Recognition, Lynnette Younggren, Debra Sikanas, 2000, ISBN 1- Points of Light 5617-000-5 www.pointsoflight.org

The Volunteer Recruitment (and Society for Nonprofit Organizations Membership Development) Book, Susan J. www.snpo.org

© 2010 American Humane Association 33 Operational Guide for Animal Care and Control Agencies: Volunteer Management Volunteer Management Associates Go to www.energizeinc.com, click on www.volunteermanagement.com Bookstore and search on the keyword “Grapevine” VolunteerMatch www.volunteermatch.org Volunteer Management Report www.stevensoninc.com/newsletters_vmr.htm

Periodicals and Networking Catalogs for Supplies Charity Channel Baudville www.charitychannel.com www.baudville.com/catalogs

DOVIA (Directors of Volunteers in Positive Promotions Agencies) Directory www.positivepromotions.com www.energizeinc.com/prof/dovia.html

Grapevine Newsletter

34 © 2010 American Humane Association Operational Guide for Animal Care and Control Agencies: Volunteer Management Appendix 2: Sample Volunteer Profile The No Name Humane Society of Smith County is a not-for-profit charitable organization funded primarily through donations. Our mission is the prevention of cruelty to animals and the education of current and potential pet owners about responsible ownership. We welcome the participation of those willing to represent our organization in accordance with our mission and philosophies.

Please complete the following form. Name ______Preferred Nickname ______Street Address ______City, State, Zip ______Phone (H) ______(W) ______(C) ______e-mail______Are you: 14-17 years 18 years or older

How did you hear about No Name Humane Society? ______

What do you hope to gain from a volunteer experience at the Humane Society? ______

Education (circle last completed.): High School — 1 2 3 4 College — 1 2 3 4 Graduate School — 1 2 3 4

Animal Experience: ___ Veterinary Hospital ___ Horses ___ Dog Grooming ___ Animal Breeding ___ Cat Grooming ___ Dog Obedience/Training ___ Rabbit Grooming ___ Dog or Cat Shows ___ Horse Grooming ___ Dog Agility Training ___ Pet Sitting/Boarding ___ Exotic Animals ___ Boarding Kennel ___ Emergency Services ___ Farm Animals ___ Wildlife rehabilitation

Other: ______

Other Experience, Special Skills, Strengths, and Talents: ___ Gardening ___ Painting ___ Sales ___ Landscaping ___ Farm Equipment ___ Supervision ___ Graphic Arts ___ Carpentry ___ Clerical ___ Public Relations

___ Web design ___ Sewing ___ Writing or editing articles for ___ Teaching publication ___ Working with children ___ Photography ___ Special events ___ Calligraphy ___ Marketing ___ Computers ___ Fundraising/development ___ Crafts ___ Volunteer coordination ___ Writing

Please indicate any specialized equipment/resources you have available, firsthand experience working with animals or additional skills, languages or training: ______

Describe any present or past volunteer positions: ______

Are you currently employed? Yes No If yes, what is your work schedule? ______Employer’s name and address ______What kind of work do you do? ______

When are you available to volunteer? WHEN AVAILABLE MON TUE WED THU FRI SAT SUN Morning

Afternoon

Evening

(Circle one.) Every week Every other week Once a month Special events

How much time can you commit? ___ Hours per Week or ___ Hours per Month or ____ Unsure

Would you be willing to volunteer off the Humane Society premises? Yes No

Did you attend a Volunteer Orientation Meeting? Yes No When? ______

36 © 2010 American Humane Association Operational Guide for Animal Care and Control Agencies: Volunteer Management Areas of interest (check all that apply): Adoption assistant Obedience training Animal care and comfort Office support Animal health care assistant Pet transport Cat socialization Pet-Assisted Therapy Dog walking Pocket pets Foster care Rabbits Fundraising Receptionist Gardening Reptiles Grooming Retail shop Humane Education Special events Information Desk Thrift store Public Relations Marketing Exotic Birds Wildlife

Additional areas of interest: ______

Emergency Contact: Name: ______Relationship: ______Phone 1 ( ) ______Phone 2 ( ) ______Name: ______Relationship: ______Phone 1 ( ) ______Phone 2 ( ) ______

References that are not family members (name and phone number) 1. ______2. ______3. ______

I, (name) ______confirm that the information provided on this application is correct. I understand the commitment involved and acknowledge that my services are offered at my own risk. I agree to adhere to No Name Humane Society policies and carry out my duties as a Humane Society volunteer effectively.

I give my permission to No Name Humane Society to verify any of the information given.

Signature ______Date ______

Volunteers 12-15 years of age All volunteers ages 12-15 must be accompanied and supervised by a parent or guardian during each volunteer shift. The parent or guardian must attend all trainings and participate fully in the volunteer program.

Volunteers 16-17 years of age All volunteers ages 16-17 must include one written recommendation (adult, non-relative) and have the signature of a parent or guardian. This requirement may be waived if the minor has successfully completed 6 months of volunteer service at No Name Humane Society prior to turning 16.

As a parent or guardian, I understand that my son/daughter volunteers at his/her own risk. I hereby grant permission for him/her to perform volunteer work for the No Name Humane Society.

Parent signature ______Date ______Witness ______Date ______

Adapted from a form written by The Toledo Humane Society, Maume, OH

The No Name Humane Society of Smith County offers the following as a volunteer service agreement that the volunteer and volunteer program manager must sign and date.

As a volunteer at the No Name Humane Society, I agree to: • Hold as absolutely confidential all information that I may obtain, directly or indirectly, concerning clients and staff. I agree not to seek to obtain confidential information from a client. I understand that an intentional or unintentional violation of confidentiality may result in disciplinary action, including termination by the No Name Humane Society and/or possible legal action by others (i.e., clients, customers). • Be available to volunteer as indicated here by the volunteer program manager: (This should be individualized per agreement between the manager, supervisor and the volunteer. Examples: 3 hours per week for a minimum of 6 months or 4 hours each occasion during the first and third week of each month for 6 months). • Become familiar with the organization’s policies and procedures and uphold its philosophy and standards. • Donate my services to the organization without contemplation of compensation, benefits, or future employment. • Be punctual and conscientious, conduct myself with dignity, courtesy, and consideration for others, and endeavor to make my work professional in quality. • Dress appropriately as outlined in my position description and maintain a well- groomed appearance for my volunteer assignments. • Attend orientation and in-service trainings as scheduled. • Carry out my assignments and seek assistance from my volunteer position supervisor when necessary. • Take any volunteer position-related problems, concerns, or suggestions to my supervisor or the volunteer program manager. • Adhere to the department’s sign-in procedures. • Notify the volunteer program manager or my supervisor if I’m unable to work as scheduled • Notify the volunteer program manager when I choose to discontinue my volunteer service at the Humane Society. • Allow my picture and name to be used for public relations and educational purposes in materials such as, but not limited to, newsletters, brochures, newspaper articles, educational videotapes, and website.

I understand that the volunteer service department reserves the right to terminate my volunteer status as a result of any of the following: • Failure to comply with organizational policies, rules and other regulations • Absences without prior notification • Unsatisfactory attitude, work, or appearance. © 2010 American Humane Association 37 Operational Guide for Animal Care and Control Agencies: Volunteer Management

• Any other circumstances which, in the judgment of the volunteer program manager and/or supervisor, would make my continued service as a volunteer contrary to the best interest of myself or the No Name Humane Society.

I understand that handling animals and other volunteer activities may place me in situations that could result in injury to me or my personal property. On behalf of myself, my heirs, personal representatives and assigns, I hereby release, discharge, indemnify and hold harmless the No Name Humane Society and its directors, officers, employees and agents from any and all claims, causes of action and demands of any nature, whether known or unknown, arising out of or in connection with any volunteer activities on behalf of the Humane Society.

I have read and understand each of the above conditions and my signature below indicates that I agree to be bound by them.

______Volunteer Signature Date

______Volunteer Program Manager Signature Date

36 © 2010 American Humane Association Operational Guide for Animal Care and Control Agencies: Volunteer Management Appendix 4: Sample Youth Volunteer Release Form Adapted from a form written by The Humane Society of the Boulder Valley, Boulder, CO

I, ______, hereby agree that if I am accepted as a volunteer for the No Name Humane Society (the “Society”), I agree to comply with all of the rules and regulations which may be established from time to time by the Society. I understand that failure to comply with the rules and regulations of the Society may result in termination of my volunteer service.

I understand and agree that if accepted as a volunteer, all services performed by me will be performed on a strictly voluntary basis, and that I will receive no remuneration, pay or compensation of any kind, that I will not be an employee of the Society nor otherwise derive any benefits normally available to employees of the Society, and that the Society shall incur no liability of any nature as a result of my volunteering for the Society.

I acknowledge that in handling animals and performing other volunteer tasks there exists a risk of injury including physical harm or death, and that all services performed by me will be done at my own risk. Therefore, on behalf of myself, my heirs, and personal representatives, I herby release, discharge, indemnify and hold harmless the Society and its assigns, successors, agents, staff, officers, board of directors, employees, contractors, and representatives from any and all claims, causes of action, or demands of any nature or cause whatsoever, including costs and attorney fees, arising out of or relating to my volunteering with the Society, including, but not limited to, animal bites, accidents, or injuries.

I understand that public relations are an important part of volunteering with the Society. On behalf of myself, my heirs and personal representatives, if accepted as a volunteer, I give the Society permission to use and publish photographs taken of me as a volunteer for use in its public relations efforts.

Signature ______Date ______

Appendix 5: Sample Youth Volunteer Release Form

Adapted from a form written by The Humane Society of the Boulder Valley, Boulder, CO

Parental Consent (Only to be completed if the Volunteer is under the age of eighteen (18))

I, ______, represent that I am the parent or legal guardian of ______, a minor, (the “Volunteer”), and by my signature below consent to and allow my son/daughter/ward to perform volunteer services for the No Name Humane Society (the “Society”) under the terms and conditions as set forth in Section I (see Appendix 4), above, for volunteers. In addition, I give the Society permission to use and publish photographs of my son/daughter/ward, the Volunteer, as part of its public relations efforts.

On behalf of myself and the Volunteer, and our heirs and personal representatives, I hereby release, discharge, indemnify and hold harmless the Society and its assigns, successors, agents, staff, officers, board of directors, employees, contractors, and representatives, from any and all claims, causes of action, or demands of any nature or cause whatsoever, including costs and attorney fees, arising out of or in relation to the Volunteer’s volunteer service with the Society, including, but not limited to, animal bites, accidents, or injuries.

Signature of Parent/Legal Guardian ______Date______

Adapted from a form written by the Harrison Memorial Animal Hospital

Name______Phone ______

Date______

Are you familiar with No Name Humane Society? ____YES ____NO

If so, how?______

How long have you known the applicant?______

In what capacity have you known the applicant?______

How competent is the applicant? (Dependable? Takes initiative?)______

Working as a volunteer at No Name Humane Society will involve contact with people from highly diverse populations. How would you rate this applicant on relationships with other people? ______

Please describe any reservations you have or potential weaknesses you see in this applicant. ______

Overall recommendation: ___ Recommend without reservation ___ On the whole, would recommend ___ Have some reservations, but feel applicant has reasonable chance of success ___ Substantial doubts ___ Major concerns

Appendix 7: Sample Interview Questions

Adapted from a form written by The Dumb Friends League, Denver, CO

• What is your previous experience (or knowledge) of the No Name Humane Society? • What was something new you learned at orientation? • How do you feel about the fact that we stress spaying and neutering so strongly? • How do you feel about the fact that we euthanize animals here at No Name Humane Society? • What do you anticipate you would like most about volunteering here? • What are your skills (or strong points) that would benefit the No Name Humane Society? • What do you anticipate might be difficult for you in your volunteer work here? • Do you prefer to work alone (independently) or with others? • Tell me about previous supervision you've had in either volunteer or work experiences. • What type of supervision do you prefer?

Adoption Assistant Volunteer Service Description

Goal: To assist Adoption Associates and Adoption Counselors to facilitate the placement of shelter animals in homes.

Reports to: Senior Adoption Counselor

Qualifications: • Ability to communicate verbally and in writing in English, some knowledge of Spanish or Japanese is helpful • Basic understanding of dog and cat behavior • The ability to lead dogs and carry small dogs or puppies, cats and other small animals safely. (Must be able to lift and carry 30 pounds).

Time Commitment: 3 hours every other week; plus two hours every other month for ongoing training and/or volunteer/staff meetings.

Responsibilities: Participate in animal placement by generating descriptive kennel cards for new animals; complete adoption paperwork; check wait lists to see if incoming animals meet existing requests; place phone calls; update animal and adoption paperwork and database; bring animals to or from their housing area to the visiting room or clinic; other duties as requested by Adoption Associates and Adoption Counselors.

Location: No Name Humane Society, 121 East Main St., Nowhere City, CA 12345 818-555-1111

Training Required: Volunteer Orientation (4 hours), Volunteer Training (6 hours), Handling Animals Safely (4 hours); on-the-job training (ongoing). The volunteer must also read “The Weekend Dog” and “Cat Alone” by the end of the sixth week from start date. (These books are available on loan from the Volunteer Manager’s office.) Additional training may be offered or required.

Guidelines: Volunteer must uphold all guidelines and policies as outlined in the No Name Shelter Volunteer Manual, Adoption Guidelines Handbook and Animal Handling Handbook. These resource materials are provided and explained during training.

Appendix 9: Sample Exit Questionnaire Form

Adapted from a form written by The Humane Society of the Boulder Valley, Boulder, CO

Dear Friend of No Name Humane Society,

I want to sincerely thank you for the contribution of time you gave to our organization. Your efforts benefited the animals and community we serve in many positive ways. You can impact our services further by taking a moment to complete this survey on your volunteer experience. Our intent is for you to have an opportunity to tell us about your experience so we can evaluate how we are doing and how we can improve. We assure you that your answers will be kept confidential. Please take a few minutes to fill out this form and return to:

NAME, Volunteer Manager No Name Humane Society Address

Volunteer name: ______Phone: ______Email: ______Start date: ______End date: ______Volunteer position(s) held: ______Name of immediate supervisor: ______

Questions: What prompted you to become a volunteer?

What did you like best about your volunteer experience?

What did you like least about your volunteer experience?

Do you feel your presence and contributions were valued?

How could we have done better in acknowledging your accomplishments?

How did the initial position description match with the actual volunteer experience?

Was training sufficient?

What additional training would have been helpful to you?

Why have you chosen to discontinue your participation in our volunteer program?

What additional recommendations or suggestions do you have for our program?

Would you consider returning to volunteer with No Name Humane Society at a later time?

Do you wish to remain on the volunteer or organizational mailing lists?