1. Surprise! When Volunteers Do Things You Don’t Expect Volunteer Issues Committee of Literacy Action Network Volunteer Management Conference 2012 How do I handle this?

2. Discuss your experience with Volunteers In small groups or pairs: Volunteers who are an excellent fit in your class or program Volunteers who have presented challenges

3. Prevention is the Key

4. First Impressions Informal Screening First call Brief overview of program Share volunteer expectations Volunteer motivations

5. Formal Screening Volunteer Applications Interview Background/Reference Checks

6. Orientation Position Descriptions Rights and Responsibilities Conduct Agreement Confidentiality Agreement Site tour Calendar Curriculum /Resources

7. Ongoing Feedback It’s a two way street Volunteers need feedback Program needs feedback from volunteers from volunteers

8. Exit Interviews What can we learn from the experience? What worked well? How can we improve? Will you come back or refer friends?

9. Resolving the Unexpected Steps to take: Already informed Have a discussion The deciding factor

10. Alternatives to Firing o Meet with the volunteer o Documentation of the situation o Going Forward Coach by Example, Counseling Re-Assign or Re-Vitalize Refer or Retire

11. Documentation Who was involved? What was the incident? Who was involved? What was the incident? What was the effect of the incident? InvestigationDiscussion Coaching, Re-Training, Re-Assign, Re-Charge or Terminate Clear expectations and Why Follow-up

12. Terminating A Volunteer You are Fired! - Philosophy Understand philosophically when needed Ability to deliver quality service to clients Barrier to that delivery Actions that are dangerous Actions violating policies Value to the volunteer’s service System for firing – same for all

13. Terminating a Volunteer You are Fired! - Process Process for firing NotificationInvestigation/DeterminationDocumentationTestimony Appropriate solution Application

14. Terminating a Volunteer – The Meeting! Private Quick, direct and absolute Announce, don’t argue Don’t counsel Follow-up

15. Scenarios Small Group discussion Caught Earlier? Coaching opportunity? Risk Management approach Best Solution? Discussion with everyone

16. Questions?

17. VOLUNTEER ISSUES COMMITTEE Co-chairs MaryJo Bayliss (Metro South): MBayliss@bloomington.k12.mn.us Allison Runchey (MLC): arunchey@mnliteracy.org Committee Members Tammi Bernard (Burnsville): TBERNARD@burnsville.k12.us Glenice Jones (Metro North): Glenice.Jones@anoka.k12.mn.us Ruth Rodriguez (St.Paul): Ruth.Rodriguez@spps.org Nancy Thornbury nbthornbury@hclib.org (Franklin Learning Center, Minneapolis) www.literacyactionnetwork.org

18. Thank you! Literacy Action Network Volunteer Issues Committee Excerpts from Handling Problem Volunteers, By Steve McCurley and Sue Vineyard, Heritage Arts Publishing/VMSystems. Found in the Energize website library at: http://www.energizeinc.com/art.html.Handling Problem Volunteers http://www.energizeinc.com/art.html Excerpts from: How to Fire a Volunteer and Live to Tell About It - Document Author: Steve McCurley)