Michelle Detry Jacqueline N. Hood Keystone International, Inc.

 The following report will summarize ◦ Strengths of KUNM ◦ Challenges faced by KUNM ◦ Recommendations

 Commitment and dedication of staff to KUNM  Commitment and dedication of volunteers to KUNM  Growth of the station  Listener satisfaction and connection  Unique format of radio station; “patchwork quilt” versus mono-format

 Lack of accountability  Stipulation of Dismissal (Settlement Agreement)  Not enough paid staff ◦ High work load and stress ◦ Increased conflict  Difficulty in recruiting Board members  Structural constraints  Lack of current strategic plan  Trust and communication could be improve  Difficult to manage such a large number of volunteers (140+)

 Declared Classification of Respondents = 68 ◦ 30.9% KUNM Staff ◦ 64.7% Volunteer Staff ◦ 4.4% Undeclared  Gender ◦ 65% Male ◦ 35% Female  Volunteer Respondents On Air/Off Air ◦ 50% On air ◦ 13.6% Off air ◦ 36.4% Both

 Understand the mission and goals at KUNM  Understand my role and expectations of me  Volunteer Staff produce high quality programming  Trust the top Management team  Management and Operational Staff are helpful  Belief that Management and Operational Staff act ethically

 Belief that customers very satisfied with programming  Have the tools to do the work effectively  Have adequate input and information to do the work  Information in Zounds is valuable  Read Airwaves when published

 Overall trust level at KUNM could be improved  Full-time volunteer coordinator needed  Performance management system is important to institute for Volunteer Staff  Annual review process for volunteers needed  Need standards of professionalism for Volunteer Staff  Improve maintenance of music library  Need for more technology training  Need for annual survey of listeners

 The Volunteer and Operational Staff work well together  Cooperative teamwork exists at KUNM  Volunteer Staff selection process ensures that we hire the best people  Recognition for the work done  Accountability and clarity of policies and procedures  UNM administration acts in the best interest of KUNM  Management has leadership and management capabilities

 Have seen positive changes at KUNM over last year  Accountability and clarity of policies and procedures  Cooperative teamwork exists at KUNM  Clarity of reporting structure  Satisfaction with availability of equipment  IT provides services needed  Zounds is an effective communication tool

 Positive factors ◦ Adequacy of training ◦ Work assignment at KUNM ◦ Process that was used to assign the work ◦ Would like to stay as a volunteer with KUNM for a long time ◦ Would not leave KUNM if could find similar volunteer work elsewhere ◦ Look forward to volunteer time at KUNM

 Split on ◦ Opportunity to change assignment at KUNM ◦ Opportunity for personal development at KUNM ◦ Worth and adequacy of general meeting

 Positive about ◦ Being listened to at staff meetings ◦ Effective facilitation of staff meeting  Areas for improvement ◦ Need for retreat in the near future ◦ Need more interaction between staff members  Split on ◦ Effectiveness of staff meetings ◦ Staff needs are taken into consideration in decisions ◦ Respect received at KUNM ◦ Working well as a team ◦ Opportunities for professional development at KUNM

 Several categories of recommendations emerged from the interviews including: ◦ Organization structure ◦ Management/Staff ◦ Board ◦ Volunteers ◦ Stipulation of Dismissal (Settlement Agreement) ◦ Students ◦ Processes

 Hire a full-time Volunteer Coordinator ◦ Smaller organizations that rely on fewer volunteers have paid full-time volunteer coordinators ◦ Considering having this person also handle HR for KUNM  Fill interim positions with permanent employees ◦ Production Manager ◦ Programming Manager

 Have a staff retreat – focus on team building and planning  Training for Management/Staff ◦ Communication skills ◦ Conflict management ◦ Team building ◦ Supervisory skills – most staff end up supervising volunteers ◦ Meeting management – running effective meetings  Ongoing coaching for managers

 Clearly define the role of the Board  Change Board terms to provide overlap  Engage the community to foster potential Board members  Training for Board Members ◦ Meeting facilitation ◦ Conflict management ◦ Dispute resolution ◦ Team building

 Develop a volunteer contract/agreement ◦ Clearly outline performance expectations, feedback process, grounds for dismissal, etc. ◦ Annual renewal of agreement  Develop volunteer job descriptions and selection process ◦ Select volunteers based on criteria outlined in job description ◦ Only select volunteers when there are vacant positions ◦ Conduct background & reference checks

 Develop a performance review process with a probationary period  Streamline/simplify volunteer grievance process  Conduct volunteer exit interviews  Ongoing training for volunteers ◦ Equipment, especially on air ◦ Conflict management ◦ Communication skills

 Improve communication with volunteers ◦ Require address so can be used to communicate with volunteers – improves timeliness of communication saves money ◦ AirWaves– publish online to save money by not printing and mailing a publication ◦ General Meeting – consider running the meeting with a skilled meeting facilitator

 Involve students academically in the station ◦ Ex., have Spanish majors do translation and programming in Spanish  Involve more students as volunteers ◦ Partner volunteers with students to involve them in station activities  Get more students interested in and listening to KUNM to keep KUNM current with listeners and technology ◦ Need to develop younger listener base and volunteer pool

 Review and revise the programming change process ◦ Make it easier to change programming as needed ◦ Streamline process for filling vacant on-air slots, especially for evaluating public comment on potential new programs  Do a comprehensive listener survey  Conduct an inclusive strategic planning process  Facilitated team building amongst staff, staff and volunteers, and staff and board

 Develop systems of accountability ◦ Train staff on systems and accountability processes  Conduct human resources audit ◦ Determine best structure and appropriate staffing levels  Independent legal counsel review of all governance documents

 Develop a system/schedule for acquiring and maintaining equipment ◦ Determine equipment needs ◦ Develop plan for acquisition of new equipment ◦ Develop a maintenance of current equipment  Develop systems for the music library ◦ Organize the library – file music in Director’s office ◦ Develop a process to ensure new music is handled efficiently ◦ Create a system for tracking music – check in and check out system

 KUNM is composed of a group of dedicated staff and volunteers operating a unique community radio station  The organization can take positive steps for improvement, some of which include: ◦ Staff retreat, training and coaching ◦ Board facilitation to clarify role, develop improved fundraising and enhance engagement of members ◦ Write volunteer contracts, clarify expectations, develop performance review processes, enhance communication  Overall interviewees and respondents, KUNM provides a high level of listener satisfaction in a unique format