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Affiliate Membership Services Survey Results 2009.

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Presentation on theme: "Affiliate Membership Services Survey Results 2009."— Presentation transcript:


2 Affiliate Membership Services Survey Results 2009

3 Who Responded 117 (46%) of HandsOn Affiliates completed survey Respondents by membership category Engagement- 48% (56) Mobilization- 25% (29) Transformation- 27% (32) Respondents by Legacy Affiliation Points of Light Foundation, only- 46% (53) HandsOn Network, only- 11% (13) Both POLF and HandsOn- 41% (47) Not a member of POLF or HandsOn- 2% (2)

4 Key Findings SATISFACTION with Membership: Overall, 68% of HandsOn Affiliates are satisfied with membership in HandsOn (32% are dissatisfied). Engagement affiliates reported the highest levels of satisfaction (77%), followed by Transformation (66%) and Mobilization (54%). Very little variance in membership satisfaction based on legacy status was noted 68% of POLF members reporting some degree of satisfaction 69% of HandsOn members 67% who were affiliates of both POLF and HandsOn

5 Key Findings COMMUNICATION with HandsOn: Overall, 78% of affiliates are satisfied with frequency of communication from HandsOn, whereas 22% are not satisfied. Of all the methods for sharing information with the affiliate network, the weekly affiliate newsletters (93%) and emails (91%) were reported as useful or very useful methods of communication. These seem to be preferred communication methods and need to be enhanced in the future. Big Tent (31%), POLI/HandsOn websites (25%) and Monthly affiliate calls (24%) were reported as least useful methods of communication. There is work to be done to make these tools valuable for the field if they are to continue.

6 Value of National Campaigns/Initiatives The perceived value of POLI/HandsOn National Campaigns/Initiatives in increasing reach in local communities, driving more volunteers to affiliate organizations and driving money to affiliate organizations varied. Over 40% of respondents provided no response to Cities of Service, Scholastic and NIKE possibly because they are not knowledgeable about how these campaigns may add value to their organization. Extremely Valuable or Valuable National Volunteer Week90% Martin Luther King Day81% Disney77% Make a Difference Day69% United We Serve54% iParticipate34% Starbucks33% Cities of Service24% Get HandsOn20% Scholastic9% NIKE8%

7 How can HandsOn improve your satisfaction with HandsOn membership? “I'd like a sense of HandsOn's overall strategy and planning. There seem to be so many different and disconnected efforts going on at once, it's not clear what we should pay attention to and what's just an opportunity seized that wasn't thought out. A timeline of overall activities to the extent possible so we know what to expect from HandsOn throughout the year. New opportunities will arise, but knowing what HandsOn plans to do allows us to plan accordingly.” “Show us that HandsOn is working to represent affiliates and be a national voice for us - not an entity working to meet its own needs.” “Basically the things that would make the biggest difference to my faith in the network would be for HandsOn Network to SLOW down, plan out, communicate and commit to a yearly plan of initiatives (service days, corporate campaigns etc.) and provide information to the affiliates so we can implement these initiatives with excellence.”

8 Strategies For Improving Affiliate Membership Satisfaction

9 Strategy for Improving Membership Satisfaction Goal: Overall satisfaction will increase from 68% baseline to 85% satisfaction with HandsOn membership, with an emphasis on Transformation and Mobilization Affiliates. Strategy: Improve outreach and communications with Transformation and Mobilization Affiliates. Every Mobilization Affiliate will get at least two personalized HandsOn calls per year Minimum of one personalized call to Transformation Affiliates per year Create opportunity for Engagement activation Timeframe: Overall satisfaction to increase by end of FY10. Personalized HandsOn calls have started.

10 Strategy for Facilitating Shared Understanding & Participation Goal: Incorporate the field into more processes and systems of HandsOn/POLI, with 80% of Transformation affiliates and 50% of Mobilization affiliates on a committee by FY12 with a minimum of 3-5 affiliate driven work groups that will influence national strategies and directions by end of FY 10. Strategy: Create new paths for Affiliate participation Develop structure for new Affiliate committees, task forces, ad hoc groups, and focus groups Develop processes for affinity groups among Affiliates, supported on BigTent and through conference calls Host a meeting of committee chairs once or twice a year By conference, be able to report that we’ve increased the avenues of participation by Affiliates Aspirational strategy: Require membership on a committee by Transformation and Mobilization affiliate staff Timeframe: Greater Affiliate participation by end of fiscal year.

11 Strategy for Improving Membership Satisfaction Goal: Increase staff responsiveness and knowledge of the work of Affiliates (by end of FY10, 10% increase in perceived responsiveness by Affiliates) Strategy: Once quarterly, an Affiliate will present on their work at the all-staff meeting (starting at end of March) Strategy: Institute Standard Operating Procedures Institute standards for response times to affiliates across the enterprise Institute standards for communication with staff so that affiliates receive a high level of service Strategy: Improve timely reimbursements and payments to Affiliates and set expectations on payments with Affiliates Strategy: Report out quarterly to staff about affiliate happenings every time AA team does a site visit or attends a state association meeting Timeframe: Start immediately with staff responsiveness and knowledge of Affiliates to survey as improved by end of fiscal year.

12 Strategy for Supporting Shared Learning Goal: Enable and encourage learning opportunities among Affiliates Strategy: Maximize the usefulness of BigTent for the field and by the field; increase % of Affiliates registered (currently 500 staff members) and increase # of tools/resources (currently over 400). Strategy: Strategy: Offer 3-5 Peer Exchanges per month and Master Peer Exchange/boot camp (2 by conference 2010) Strategy: Offer Affiliate led activities including Pre-Conference All Affiliate Gathering (June 2010) and Regional Meetings (September 2010) Timeframe: All offerings underway throughout current fiscal year.

13 Timeline and Next Steps Posted survey briefing on BigTent and solicited comments (week of Jan. 25) Gathered feedback from Affiliate board members (week of Jan. 25) Gathered feedback from the state associations group (mid-Feb.) Gather feedback from St. Simons attendees (late-March) Transformer call on transparency and communications (early April) Mobilization call on value of membership (early April) Gather feedback from Engagement Affiliates by posting full presentation with all survey results to BigTent (end of Feb.) Finalize strategies (mid- April) Present FINALIZED strategies to the field (end of April)

14 Appendixes and General Updates From Affiliate Advancement

15 Affiliate Advancement Performance Targets Our Core AA Team Values: Authenticity, Accountability, Collaboration Guiding Principles for working with the Affiliate Network: Supporting Affiliate Growth, Valuing Excellence, Trust and Collaboration, and Communication Primary Performance Targets: Consistency and excellence in delivery of branded model of service across markets and affiliates – Build the brand. Consistency and excellence in customer service to affiliated organizations and other activation partners. Build the value. Position HandsOn Network’s affiliates as partners for funding through national relationships. Establish our standing through corporate partnerships, national and federal grants and other affiliate specific investments that demonstrate essential value and that grow our HandsOn Action Centers.

16 Affiliate Advancement Team Ellen Ferber VP, Affiliate Advancement Jesse Salinas VP, Member Benefits Service & Support (East/West) Gary Renville VP, National Initiatives & Corporate Engagement (West support) OPEN Manager, Member Benefits Zack Brown Manager, Network Brian Leftwich Manager, Corporate Engagement & Communication Jennifer Nash Manager, Corporate Projects

17 Affiliate defined strategies best suited for building local volunteer infrastructure Affiliate Membership Structure HandsOn developed national strategies for building volunteer infrastructure Engagement Mobilization Transformation Options for category based on alignment with POLI & HandsOn strategies

18 Overview of Affiliate Network Total number of HandsOn Network Affiliates: 245 By Membership Categories Engagement: 129 Mobilization: 62 Transformation: 54 11 Affiliates have changed their category this year; 8 of which moved up and 3 of which moved down UP = 4 E => M; 4 M => T DOWN = 2 M => E; 1 T => M 3 affiliates have closed this year 3 affiliates did NOT renew 10 new affiliates approved for membership

19 New Action Center Membership 2009 and 2010 On 2/12/2010 we announced 10 new Affiliates. Below is the list: HandsOn Forsyth, Cumming, GA HandsOn Northeast Georgia, Athens, GA United Way of Central New York, Syracuse, NY United Way of Central Oklahoma, Oklahoma City, OK Chain Reaction, Pensacola, FL Volunteer Center of Lake Forest/Lake Bluff, Lake Forest, IL Skylands RSVP Volunteer Resource Center, Phillipsburg, NJ United Way of Johnson County, Coralville, IA United Way of Dutchess County, Poughkeepsie, NY Manchester Community Resource Center, Manchester, MI


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