1. HOW VOLUNTEERS MAKE A DIFFERENCE: Identifying and Measuring Volunteer Outcomes Montgomery County May 2015 Pam Saussy and Barry Seltser, Pro Bono Consultants

2. Outline for Today’s Session Role and importance of volunteers Activities, Outputs, and Outcomes Identifying Key Outcomes Ways to Emphasize and Recognize Outcomes: Summary, Resources, and Class Evaluation

3. Volunteers and Nonprofits Why are volunteers important for nonprofit organizations? Why do people volunteer?

4. Activities, Outputs, and Outcomes Three key ways to understand what volunteers contribute: Activities – what volunteers spend their time doing Outputs – all the goods and services provided to clients/community Outcomes– the effects of these goods and services on clients/community Logic model (Attachment 1)

5. Measuring Activities and Outputs Track what people are doing and providing As you begin to measure outcomes, don’t forget about activities and outputs

6. Why are Outcomes Particularly Important? Why do outcomes matter to nonprofits? Why is it important to measure them? Why do outcomes matter to volunteers?

7. Identifying and Measuring Key Outcomes What is worth measuring? What are we able to measure? What do we have the resources to measure? Attachment 2 on measurement issues

8. Options for Volunteer Outcomes Consider a wide range of types of outcomes, such as: Changes in knowledge, skills, attitudes, behavior, etc. Community or environmental changes Short-term, intermediate, and long-term improvements Focus on outcomes that are more plausibly tied to volunteer activities and outputs Attachment 3 (Types of Outcomes)

9. Ways to Emphasize and Recognize Outcomes (1) Volunteer recruitment process (2) Training for volunteers (3) Volunteer input in identifying and measuring outcomes (4) Keeping the focus on outcomes (5) Reporting and recognition

10. (1) Volunteer Recruitment Clarify desired outcomes for volunteer activity Describe connections between activities and outcomes Assure appropriate fit between volunteers, required activities, and anticipated outcomes Emphasize that outcomes are the key priority for the organization

11. (2) Training for Volunteers Explain how outcomes are crucial for organization’s mission Discuss how and why volunteer’s work is critical to achieving outcomes Discuss potential barriers to achieving desired outcomes Demonstrate how volunteers play a role in identifying, measuring, and achieving key outcomes

12. (3) Volunteer Input in Identifying and Measuring Outcomes Provide opportunities for volunteers to make suggestions about key outcomes Take advantage of volunteer observations about specific outcomes that may be worth reporting or measuring in the future

13. (4) Keeping the Focus on Outcomes Help volunteers stay focused on outcomes Conduct focus or discussion groups periodically to assess volunteer attitudes and commitment Be prepared to reassign volunteers who are unable to stay focused on outcomes

14. (5) Reporting and Recognizing Volunteer Outcomes Report separately on outputs and outcomes Focus on key outcomes, and use reporting formats and details appropriate for each audience of stakeholders Focus recognition of volunteers on outcomes they help to achieve Use success stories to reinforce more quantitative outcome measures

15. Summary of Key Points Create a culture focused on outcomes, and continually reinforce this message Emphasize how important volunteers are in helping the organization achieve its desired goals “Model” an outcome orientation by using outcome measures and outcome examples (rather than only activities and outputs) in speaking with and training volunteers

16. Additional Help and Resources For follow up assistance for your organization from the presenters Pam Saussy and Barry Seltser, submit a project proposal form to the Pro Bono Consultant Program or email probono@montgomerycountymd.gov probono@montgomerycountymd.gov

17. Thank You! Complete brief evaluation of the session Good luck!