1. 11 December 2012 Jonathan Chilvers Jonathan.chilvers@salvationarmy.org.uk 01926 883613

2.  10.45 – Introduction and plan  10.55 – When are you confident?  11.10 – Clarity  11.30 – Caring  11.50 – Sharing tools and tips  12.10 – Summary  12.15 - Finish

3.  By the end of this session participants should be able to: ◦ Understand the part that clear vision, work roles and task play in building confidence in volunteers ◦ Understand the part that being cared for through debriefing, informal learning opportunities, training and valuing volunteer's unique skills & character play in building confidence in volunteers ◦ Identify a range of tools that they may find helpful in building confidence of volunteers in their situations and know where to look for further support and ideas.

4.  What is it about that situation that makes you feel like that?  What are the environments you create like to someone who’s not there every day?

5.  You know what’s normal - clarity  You know what’s expected - clarity  You know the unwritten rules / etiquette - clarity  You know how people are likely to react - clarity  You feel that you are accepted - caring  You feel that you’re in the loop – caring  You feel like you have something to offer - caring

6.  Organisational ◦ People need to know why they’re coming in.  Role ◦ People need to know what their part in the whole is  Task ◦ People need to know what level of authority they have.

7.  Write down at least one aim and one value of your organisation  Put your piece of paper down. Now go and explain them to someone you don’t know.  Feedback  Practical ways of communicating these? ◦ Modelled ◦ Verbal ◦ Visual  Ongoing reinforcement is key

8.  Role descriptions – not just a piece of paper  Why is what I am doing important?  Give people stories showing how they’ve helped.

9.  Plan or it WILL be easier to do it yourself ◦ Worth the time investment  People generally appreciate clear direction  Levels of delegation

10.  If people feel cared for they can be themselves.  People aren’t confident if they think they’ll be found out  Organisational caring (implementing policy)  Creating a culture  Personal caring

11.  Build in offloading and feedback time ◦ Be positive ◦ Be proactive ◦ Be available in the week ◦ Remember to ask next time  Take every opportunity to teach  Volunteers like formal training!  Encourage honest feedback about organisation

12.  Help volunteers to be themselves ◦ Explain positive impact of character / personality ◦ Encourage to use existing skills ◦ Give permission to use their own judgement / experiences within parameters. ◦ Explicitly allow people to make mistakes  Don’t cut corners on safety, but make people aware of risks.  Protect people: Don’t accept every offer  Make people tea!

13.  What works for you?  Where next for ideas? ◦ Organisational policy ◦ Each other ◦ Experienced volunteers ◦ Exit interviews

14.  When are we confident?  Clarity – people know what they’re doing  Caring – people can be themselves  Share tools and tips

15.  By the end of this session participants should be able to: ◦ Understand the part that clear vision, work roles and task play in building confidence in volunteers ◦ Understand the part that being cared for through debriefing, informal learning opportunities, training and valuing volunteer's unique skills & character play in building confidence in volunteers ◦ Identify a range of tools that they may find helpful in building confidence of volunteers in their situations and know where to look for further support and ideas.

16. 11 December 2012 Jonathan Chilvers Jonathan.chilvers@salvationarmy.org.uk 01926 883613

17.  Hand outs:  KPIs vision sheet  Role descriptions  Feedback sheet  Rules sheet