Developing a survey to assess volunteer satisfaction

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Abstract

Assessing volunteer satisfaction is an important, yet difficult task. The RSVP of Montgomery County (PA), Inc. has developed a survey to measure issues of concern and areas of improvement important to volunteers. The survey, which is provided, was developed using ideas from NSSCTalk e-mail discussion list members. Linda Millison, Executive Director of RSVP of Montgomery County (PA), Inc. submitted this effective practice in February 2002.

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Issue

Volunteers are busy and often geographically scattered, and information that could lead to greater satisfaction and rewards for volunteers and programs they serve is sometimes not communicated directly to those who need to hear it.

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Action

  • RSVP of Montgomery County (PA), Inc. developed a Volunteer Satisfaction Survey — based on other surveys shared by members of the NSSCTalk e-mail discussion list — which asks volunteers to rate and comment on the following:
    • Their RSVP experiences
    • The RSVP placement process
    • RSVP staff support
    • The positive impact they feel they make
    • Training they receive from RSVP and the volunteer site
    • Cooperation and recognition they receive from RSVP and the volunteer site
    • RSVP logistical assistance
    • Special skills they feel they could contribute to RSVP
    • Interest in expanding their RSVP activities
    • Thoughts on improving RSVP services
  • The Planning and Evaluation Committee of the Board of Directors of RSVP of Montgomery County compiled the surveys. They selected the best elements of each, added ideas and contributions from Board members, and presented a draft to field coordinators.
  • The RSVP of Montgomery County Board of Directors is made up of retired professionals, including a personnel administrator for a large corporation, a psychologist, an advertising executive, an engineer, an assistant principal of a high school, a lawyer/CEO of a large corporation, the current agency director, the executive director, assistant director, and a Volunteer Executive Consultant (VEC) coordinator.
  • Six field coordinators collaborated with committee members, and a revised copy of the survey was developed based on the input.
  • RSVP distributed the survey along with annual Recognition Luncheon invitations (to save on postage) and asked volunteers to bring them to the luncheon or mail them back to the RSVP office.
  • The results will be analyzed by a group of volunteers with professional backgrounds in research. One is a Ph.D. in Psychology and has extensive experience with conducting surveys, and another is a retired Public Relations/Advertising Executive. These volunteers are part of the VEC Program, made up of retired professional and technical persons who consult with area nonprofits.
  • The results will be used as a discussion point at the annual fall Leadership Conference held at a local retirement community in November for RSVP board, staff, members of six area advisory committees, and members of the VEC Advisory Committee.

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    Context

    RSVP of Montgomery County (PA), Inc. is a self-sponsored project in a large county outside of Philadelphia, Pennsylvania. Of the 750 RSVP programs nationwide, 30 are self-sponsored. This means that they are independent agencies and raise their own funds. RSVP of Montgomery County receives about 20 percent of funding from CNCS, 20 percent from Montgomery County, and the remainder from foundations, corporations, contracts, fundraisers, and others — in all over 70 different sources of funding. RSVP of Montgomery County has a staff of 20 (two full-time and 18 part-time) and six field offices, which provide special programs for frail elders, tutoring and mentoring services for youth, help for those with low literacy skills, medical insurance counseling, and consultations for agencies needing management assistance.

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    Outcome

  • As surveys are returned, any items that need immediate action are forwarded to field staff.
  • A Board Planning and Evaluation Committee helps develop steps to implement any necessary changes.
  • Results of the survey will be discussed at the annual Leadership Conference held in November 2002 for RSVP board, staff, members of six area advisory committees, and members of the VEC Advisory Committee.

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    Posted On

    May 10, 2002

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    Resources

    NSSCTalk is an e-mail discussion group, created primarily for the participants in the National Senior Service Corps, a program of the Corporation for National and Community Service. Anyone with related concerns, however, is invited to join in.

    To subscribe by e-mail, send a blank message to join-nssctalk@lists.etr.org

    Or subscribe via the Lyris Listmanager web page for NSSCTalk.

    Related Practices

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    Related sites

    Senior Corps

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