New Beginnings
Creating and Establishing an Adult Literacy Program

Volunteer Recruitment and Retention

Jean Villa

The purpose of this component is to assist literacy organizations in developing a plan for the recruitment and retention of volunteers. Community volunteers are the backbone of most literacy programs. Recruitment, screening, selection, training, and retention are an on-going process. Much time is consumed in this operation, so it is extremely important that the recruitment is well-organized and executed. Equal attention must be given to the retention of the volunteers to ensure the continuation and growth of the program.

A literacy agency that attracts and keeps volunteers happens only through thoughtful and careful planning. It Is No Accident !

First, assess the literacy needs of your community. This will help determine the number of volunteer-tutors needed. Dream a bit and conjure up a definitive description of your ideal volunteer. Carefully plan an appeal for volunteers to ensure success. Before asking people to help, decide what qualifications are necessary for the volunteer to be eligible for the program.

In this component, we will be discussing how to determine the kind of volunteers a literacy program needs, what a successful recruitment plan looks like, and strategies for retaining volunteers that have been recruited and trained.

Determining the Kind of Volunteer You Need

Qualifications for the Volunteer Tutor or Teacher

Consider the following qualifications and guidelines when you determine your ideal volunteer. First, here are the qualities that may be important to your program. You can amend this list according to the specific needs of your program.

1. Some states require that volunteers meet a minimum age requirement.

2. Volunteers must be willing to commit to a certain number of hours per week, and they must commit to a minimum number of weeks a year. You'll need to decide the specific requirements that best fit your program.

3. Volunteers must participate and complete the required tutor-training activities.

4. Volunteers must demonstrate the ability to stay on task for at least 90 minutes with scheduled breaks.

5. Volunteers must be able to speak, understand, and communicate with staff and learners in functional, conversational English. Your program might also want to consider adding requirements regarding minimum visual and auditory capabilities.

6. Volunteers must demonstrate behavior appropriate to working one-on-one or in a small group of learners. This excludes behavior that is loud, disturbing, or threatening or exhibits a disrespect for others in any way.

7. Volunteers cannot have a record of conviction of any sexual offense or crime of violence. This information is available to the public at local and state law enforcement offices.

Guidelines for the Volunteer Tutor or Teacher

Here are some possible guidelines that the volunteer must follow in order to participate in your organization. Again, you'll need to amend this list to meet the needs of your specific program.

1. One-on-one tutors agree to tutor at public sites and not in private homes.

2. Volunteers agree not to provide transportation for the students.

3. Volunteers must not be under the influence of alcohol or illegal drugs while attending a literacy activity.

4. Volunteers must comply with the program's policy on non-discrimination. Volunteers must respect people of diverse backgrounds without discrimination on the basis of race, religion, sex, age, height, weight, marital status, sexual orientation, disability, or handicap.

5. Volunteers must understand that sexual harassment will not be tolerated.

6. Volunteers understand that, given reasonable accommodation, failure to comply with any of the program's guidelines or eligibility qualifications is deemed reasonable cause for dismissal.

7. Provide at the conclusion of the document "I have read and accept the conditions stated" and a line for volunteer's signature and date.

Job Description for a Literacy Volunteer

Prepare a job description that clearly delineates volunteer tasks. Everyone who contributes to this document needs to be familiar with the volunteer program, including its purpose, responsibilities, and value of the experience to the volunteer and the learner. A written job description adds credibility to your program and can also serve as official documentation for a potential funding agent.

Consider including the following information in your job description. Then, add to the description according to the needs of your program.

1. State the required level of commitment to the literacy program.

a. To complete the literacy tutor training

b. For a designated length of time (e.g., one year, 48 weeks, 90 minutes each week)

2. Clearly state who the volunteer is accountable to:

a. Assigned learner

b. Tutor supervisor.

3. List the volunteer's areas of responsibility, which may include:

a. Preparing lessons tailored to learner's goals, needs, and interests,

b. Tutoring a student a minimum number of hours,

c. Continual progress evaluating and maintaining a learner's portfolio,

d. Completing and sending all requested forms and reports to the tutor supervisor,

e. Attending in-service programs and other literacy functions, and

f. Notifying the volunteer coordinator if problems arise, when changes in tutor or learner data occur, or when a learner terminates services.

4. Require that the volunteer agree to maintain learner's privacy and confidentiality.

Designing a Recruitment Plan

1. Determine how many volunteers are needed. The appropriate number of volunteers is based largely on your program design, the level of your community's need, and size of your program's budget. Although your goal is always to recruit as many volunteers as possible, keep in mind the realities of your training and supervision potential. Start out conservatively, using only a small number of volunteers until the program is running smoothly. Your first training class should only include the number of people you can comfortably handle. Try not to have many trained volunteers on the waiting list. Time lapses lose tutors and learners. After training, volunteers are "fired up," enthusiastic, and ready to begin. It is important for you to have a job for them to do.

2. Design a volunteer tutor application. To design the application, first decide what volunteer information would be most beneficial. This is an opportunity to assist the organization in several ways. A well-organized, easy-to-read form with a professional appearance makes a positive statement about the literacy organization. This can help diffuse false expectations or inappropriate behavior before it develops. The form may contain a qualifying statement before any information is requested. The statement might read, "Please complete this form if you are willing to tutor a minimum of two hours each week. Literacy volunteers are expected to tutor consistently for at least one year. Please consider other volunteer opportunities with our program if you are away for prolonged periods of time."

Consider asking the following questions on your volunteer application. You should amend this list after considering the needs of your specific program.

• May we call you at work?
• May we give your phone number to your learner?
• What is your occupation?
• What are your hobbies and interests?
• In what community organizations are you currently active?
• Preferred tutoring time? Morning _____ Afternoon ____ Evening ____
• Would you tutor an English as a Second Language learner?
• Where can you tutor? (Consider the distance from your work and your home.)
• Please indicate any limitations you may have regarding learner assignments.
• Would you be interested in sharing your expertise with this organization as a committee member or on the board?
• What type of skills or professional connections would you be willing to share?
• Would you like a letter of achievement sent to your employer in recognition of your participation in our program? If so, please provide the name of your supervisor, name of company and address.

Statements at the close of the application may read as follows:

After attending all tutor training sessions, the tutor receives a certificate. The tutor begins with a student when a suitable match is made. To make a match, (Name of literacy organization) uses several factors including, but not limited to, tutor availability, preference, interests and capabilities.

(Name of literacy organization) tutors and students meet only in public access buildings. Tutors and learners may not provide transportation for each other.

I have read and accepted the conditions stated.

___________________ (signature) ________________(date)

3. Design a Screening Element. Unfortunately, not every applicant will be appropriate for a position as a literacy volunteer. Screening begins with the initial contact between the program and the potential volunteer. Many inappropriate volunteers will drop out once they understand the commitment of the job. Make it clear it is OK to drop out. On the initial contact explain exactly what a volunteer does and what the parameters of the job are. Then:

a. Obtain their name and phone number.

b. Explain the time commitment.

c. Offer to send printed material and an application, requesting that the application be returned soon.

d. Inform the caller of scheduled orientation meetings and trainings.

e. Following the review of the application and the tutor training, a background check is advisable through the law enforcement offices. Volunteers should be made aware of the policy of these checks in the beginning. Let applicants know that everyone is checked; that it is not done on a selective basis. The initiation of the record checks: reduce the program's liability risk, alleviate concerns of the volunteer, and provide confidence in the program within the community

4. Get the word out...Delivery of the recruitment message. A recruitment message must be clear and engaging. In other words, it must be interesting enough to allure the prospective tutor to continue reading or listening. Make sure your message contains the following:

a. Need: Is illiteracy a problem in my community?

b. Solution: How can I truly help solve the problem?

c. Question: Will I be capable of helping?

d. Advantage: What will I get out of it?

e. Contact Person: How do I get involved? Who do I call?

Recruiting for the volunteer program must follow an organized plan to promote, advertise, and sell the volunteering opportunity. Reassure the prospective tutors that they will be trained and that the organization will stand behind them. Answer the questions that volunteers don't ask, such as: Why should I volunteer for you? What will I be doing? How often, where and when?

5. Places to Recruit Volunteers. Send volunteer flyers or press releases, or better yet, make personal visits to community organizations. Make personal contact with the administration of some of the following organizations and obtain permission to leave brochures or post informational flyers where they will be seen. Add a tear-off tab to the bottom of the flyer, which contains the agency's name and phone number. Consider the following locations:

a. Newspaper offices

b. Libraries, schools, and colleges

c. Retiree programs and senior citizen centers

d. Churches, synagogues and other places of worship

e. Internship programs

f. Corporate volunteer programs and local businesses

g. Community fairs and activities

h. Mall functions

i. Local athletic events

j. Local clubs and civic groups

One of the best methods of recruitment is to arrange presentations to these local organizations. The presentations have more than one purpose: to inform the public about what literacy programs do and to recruit new volunteers.

Retaining Volunteers

How To Keep 'Em Once You've Got 'Em

You've recruited, screened, and trained new volunteer tutors. Now, how do you keep them? The following six elements are crucial in volunteer retention:

1. Match them appropriately. Literacy volunteers must be matched with an appropriate learner, time, and place.

2. Get off to a good start. The first three months of tutoring are the most critical. The tutor needs to be assured of accessibility to the literacy staff in order to discuss any problems or concerns.

3. Have a successful experience. A major element in retaining volunteers is to provide for a successful experience. Tutors who believe they are capable of helping someone learn to improve their reading skills feel their investment is worth the effort. The tutor training is the critical factor in this. Other important factors include staff availability for questions and counsel and frequently scheduled opportunities to share experiences with other tutors. In-service to provide educational growth for the tutors is also very much appreciated.

4. Develop friendly relationships. Relationships are an important part of the literacy volunteer commitment. A major message stated by tutors is that they remain with the literacy program because of the personal relationships they develop with their fellow tutors, with their learners, and with the program staff. It is personal ties and obligations that keep them coming back.

5. Demonstrate appreciation and recognition. ENJOY! ENJOY! ENJOY! Never assume volunteers know they are appreciated. Special recognition events held to formally thank volunteers for their work are a necessity. This also offers an opportunity to recognize volunteers who have delivered special efforts or have helped learners experience exceptional accomplishments. Tailor recognition to the person. The recipient will feel they have really made a difference and that they are truly appreciated.

6. Publicize the recognition event. Contact the newspapers and other local media. Explain how and why a person is the recipient of an award so that everyone is clear on what makes the recipient worthy. Celebrations are a part of the joy of serving and giving. So Have A Party!! Have Fun!!!! This motivates the volunteer, inspires the learner, and both will be encouraged to continue growing.

Conclusion

Each component included in a successful literacy program is crucial. No part can stand alone. Recruitment and retention must be well-planned, well-orchestrated and well-implemented to ensure the success of the total program.

Volunteers are giving of their time, energy, and expertise, and in return volunteers get more positive social support, which leads to a better self-image. When you feel good about yourself you are happier, more energetic, and therefore, more productive. Everybody has something special to contribute. Being a tutor certainly makes the world a better place.

Resources

Books

Haynes, M. Volunteers: How to find them, how to keep them. Virginia: Volunteer Readership An easy-to-read workbook full of ideas on how, when, and where to recruit volunteers. It involves the newcomer to volunteering in creative exercises, regarding volunteer recruitment and volunteer management.

Volunteer Readership Staff. Volunteer: Recruiting and retention: A marketing approach. Virginia: Volunteer Readership. Designed for managers of a volunteer program. This focuses on a whole array of skills to direct successfully the work of volunteers, including marketing, needs assessment, planning, developing job descriptions, advertising, training, motivation, retention and much more.

Esmond, J. (2001). Count me in! 501 ideas on recruiting volunteers. Australia: Newseason Publications.

Ellis, S. (1996). The volunteer recruitment (and membership development) book. Pennsylvania: Energize, Inc. [It is available for checkout through TCALL.]

On-line and videotape resources

A, E, I, O, & You. [On videotape.] Dallas, TX: Half Price Books (www.halfpricebooks.com) This is an excellent 15-minute videotape used for recruiting volunteers, with live testimonials from tutors and learners. [It is available for checkout through TCALL.]

Volunteer recruitment strategies that actually work: http://www.delawarenonprofit.org

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