2013
VOLUNTEER EXPERIENCE SURVEY REPORT
SNAPSHOT
of ACT volunteers
This report shares feedback and findings from the ACT Volunteer Experience Survey. The survey was circulated online between December 2012 to February 2013. Our goal was to gain a better understanding of the experience of our volunteers in order to improve our volunteer programs and infrastructure. A total of 252 active volunteers completed the survey. Details from the survey results are included in this report, highlighting findings related to volunteer movtivatoin, training, appreciation, supervision, and engagement. We have also included some of the recommendations that emerged as a result of the volunteer feedback.
What we heard
Survey feedback suggests that most volunteers have had a positive experience with ACT, and that the process of recruiting, training, supervising/supporting, and showing appreciation to volunteers is working well. Positive feedback also included feelings of trust, commitment and engagement with ACT as an organization.
“I volunteer at ACT because it is well organized so the volunteers do not feel stressed or taken advantage of.” - Fundraising Event Volunteer 3 to 5 years active Additional feedback from the survey illustrates the volunteer experience at ACT as an opportuninity to feel or become connected to others and part of a community. A number of volunteers emphasized the impact of making a meaningful contribution, feeling competent in their role, and enhancing their self-confidence.
“ACT has provided me with much, what I call “unintentional support” through the 15+ years I’ve been a volunteer. At a time when there wasn’t much hope a seemingly menial task such as stuffing envelopes or entering data provided a port in the storm. The staff always made me feel an equal. Never have I left the office or an event without someone saying thank you.” - Fundraising Event Volunteer 15+ years active
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“I began to volunteer for a number of different reasons, ranging from a desire to learn new skills, have fun or make a difference. To be devoted to the cause, to do my part where I can and lead by example.” - Gay Men’s Outreach Volunteer, 3 to 5 years active
MOTIVATIONS
for becoming an ACT volunteer
Understanding people’s motivations for volunteering is important to us. We want to support individuals to meet their personal objectives for volunteering with ACT. We asked respondents why they volunteer with ACT, and the majority of respondents highlighted their desire to contribute to the HIV/AIDS response (85.7%) and for an opportunity for community involvement (82.4%).
Generally, survey respondents’ comments detailing their reasons for volunteering with ACT touched on many motivations and objectives - there was never just one thing respondents were hoping to get out of their experience as an ACT volunteer. More importantly, the majority of survey respondents (85.9%) told us that they were able to meet or satisfy their reasons for volunteering with us.
Key themes that emerged from feedback related to connection and contribution.
“I wanted to be involved with people who are going through the same challenges that I have faced since I was first told that I had HIV in July of 1988. Since volunteering at ACT in July of 2011 I have found a family that I never had before. It’s amazing to know that so many people are going through the same journey that I thought I was the only one.” -Fundraising, Hot Lunch Program, and Condom Stuffing Volunteer 1 - 2 years active
“I joined because I have friend living with HIV/AIDS and I wanted to support him...I’ve gained a lot more than I’ve given and that feels so rewarding to me. I’m very blessed to be a volunteer for this organization and wouldn’t give it up for anything!” - Fundraising Event Volunteer, 10 - 15 years active
“I feel ACT makes me feel like an important part of the organization. I feel like I contribute, and I am satisfied with my role.” -Access Centre Volunteer 3 - 5 years active
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We asked respondents if they felt they had received adequate training and/or orientation from ACT to fulfill their volunteer position.
Feeling capable and competent to carry out your volunteer role is essential to a positive volunteer experience. ACT works hard to ensure volunteers get the training they need to carry out their roles.
91% YES 6% SOMEWHAT 3% NO
Training
“Because ACT’s client-base is so diverse, the training needs to be also. The training I’ve taken has covered everything from trans access and inclusiveness to HIV and the law. Kudos to ACT for providing such diversity in their volunteer training.” -Fundraising and Access Centre Volunteer, 6 - 10 years active
91%
Much of the feedback left by respondents highlighted the diversity and thoroughness of the training available to ACT volunteers.
6%
Respondents who indicated they did not receive or only partially received adequate trainings had some mixed feedback about eventday training and orientation related to ACT’s fundraising events, highlighting the challenge of working with both experienced and new volunteers.
“ACT is big on training. You will learn a lot. I say this to almost everyone who has asked me about volunteering. It is because of the training I consistently refer community members to volunteer at ACT.” -Access Centre Volunteer, 6 - 10 years active
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SUPPORT
and communication
CEO’S STATEMENT We are strong financial performers
The relationship between volunteers and ACT staff, particularly their staff supervisor, is
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essential for ensuring a positive volunteer experience. We asked volunteers about their experiences with their supervisor and ACT staff.
Strongly agree
Agree
Disagree
Strongly disagree
My supervisor provides clear instructions or directions
60%
33%
My supervisor is available when I need to talk to them
54%
38%
4%
ACT staff help me when I have a concern or question
53%
41%
1%
I feel welcome at ACT
64%
2%
32%
5%
4%
5%
1% 3%
We also wanted to use the survey to assess our communication strategy with volunteers and asked respondents what kind of information they would like to get from ACT. Respondents indicated that they would like to receive updates on volunteer opportunities, ACT (programs, staff and volunteers, and events), and HIV (stats, research, and current issues). “Information related to fundraising events and the success of events... for example, how much money was raised and how it will be used.” - Fundraising Event Volunteer, 15+ years active “I would like to hear stories of people living with HIV making progress in terms of health, mental health, and employment.” - Employment Services Volunteer, less than 1 year active
“More info on HIV/AIDS stats and our impact on the community and on the organization!” - Condom Stuffing Volunteer, 1 - 2 years active “Information on impact of programs and services, insight on new developments (policy, medical etc.), info on how donations contribute to ACT’s mission.” - Fundrasing Volunteer, 3 - 5 years active
and engagement
APPRECIATION
Respondents left comments that emphasized the importance of feedback from staff and service users, as well as the variety of ways ACT demonstrates its appreciation of volunteers:
“Frequently get emails from my program supervisor thanking me for my contributions as well as thank you cards and holiday cards. In addition to the volunteer appreciation party is a really nice way to thank your staff and gather everyone together.” - Gay Men’s Harm Reduction Volunteer, less than 1 year active Respondents’ feedback also highlighted other aspects important to feeling valued and appreciated as a volunteer. These included: • knowing volunteer contributions have made an impact; • making an effort and connecting with volunteers directly • asking volunteers for their feedback and insights. • ensuring that the infrastructure in place to train and support volunteers is working well. •
We asked respondents if they felt adequately appreciated for their contribution as an ACT volunteer.
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What keeps volunteers volunteering with ACT?
We asked the respondents who indicated that they had been volunteering with ACT for 6 years or more (89 respondents, 39% of all respondents), what keeps them volunteering with us. Reasons for continuing to volunteer with ACT tended to fall into three themes: social engagement, contribution to the HIV cause, and ACT as an organization.
Social engagement
The people (ACT staff, service users, and other volunteers) were all identified as important social connections for volunteers: “All the wonderful people I am blessed to be able to work with over these years, most have come and gone. But always fresh wonderful faces greet me when i arrive at a new event.” - Fundraising Event Volunteer, 15+ years active
86% YES 16% SOMEWHAT 2% NO
Contribution to the HIV cause
Many respondents indicated that they felt connected to ACT’s work. Volunteering with ACT enabled them to contribute to a meaningful cause: “Being engaged with the community and involved with the continuing education and information sharing surrounding HIV/AIDS work.” - Access Centre and Community Forum Volunteer, 10 - 15 years active
ACT as an organization
Respondents who left comments about ACT also tended to touch upon both the social connections and contribution related to HIV that they are able to make as an ACT volunteer. Several comments about ACT also identified the well organized volunteer program as important in they decision to keep volunteering. “ACT was the first ASO I walked into when I was needing help and has always been there for me. I have a strong sense of loyalty to the organization ACT provides me with an opportunity to be involved with my community in a meaningful way. ACT is family.” - Access Centre and Hot Lunch Program Volunteer, 10 - 15 years active
RECOMMENDATIONS and next steps After working through all of the survey responses, and sharing them with ACT staff and management, the volunteer program has developed a set of recommendations which will be implemented over the current fiscal year.
Develop an ongoing, volunteer-specific communications strategy
Overall, feedback from survey respondents was positive about the kind and amount of communication they received from ACT and ACT staff. However, many respondents offered suggestions for information they would like to receive, including: • • • •
volunteer opportunities updates on ACT (programs, events, staff, and job opportunities) information/updates about HIV (scientific research, legal issues, living with HIV) stories about service users, information about fundraising (how much was raised, how it is being used), and information about the volunteer program and volunteers
Because volunteers may have specific information needs, ACT is working to develop a communication strategy informed by the survey feedback.
Improve communication regarding leadership opportunities for volunteers
Some survey respondents who volunteer in fundraising indicated that although they would like the opportunity to take on more responsibility or leadership roles as an ACT volunteer, they are not sure how to do so. While there are not many leadership positions for fundraising volunteers, these positions are rarely filled through open recruitment. Usually, volunteers are referred for these positions, based on their track record with ACT and/or their specific skill set or qualifications. In order to make this process more transparent, fundraising volunteer positions and their qualifications will be posted on the ACT website.
Survey feedback suggests that most volunteers have had a positive experience with ACT, and that the process of recruiting, training, supervising/supporting, and showing appreciation to volunteers is working well.
“After university I was very confused regarding what I wanted to do professionally. I feel that this volunteer position has helped to focus what I want to do and has made me more confident as a person.” - Fundraising, Access Centre, and Gay Men’s Harm reduction Volunteer, less than 1 year active
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“I know I’m a recognizable individual to ACT, not just a nameless volunteer existing in a database that is included on mass emails for recruitment. This is one of the reasons I will always be willing to give my time to ACT, because ACT gives its time to me... thank you!” - Fundraising and Condom Stuffing Volunteer,
3 – 5 years active
Years of Service Awards
Although almost all survey respondents indicated that they felt appreciated by ACT, some fundraising volunteers shared their frustration with the Years of Service Award – their calculation of years of service differed from ACT’s (volunteers tended to count from the first year they volunteered, regardless of the number of events they had been involved with. ACT fundraising uses a formula where three events = one year of service). ACT will review this policy and consider alternative formulas for calculating/measuring a volunteer’s contribution.
Circulation of Volunteer Experience Survey
Our experience with the Volunteer Experience Survey has been positive. The survey was completed by a large segment of ACT volunteers, and the feedback received was thoughtful and thorough. We intend to circulate this survey every three or four years – making 2016 the next year the Volunteer Experience Survey will be circulated.
2013
VOLUNTEER EXPERIENCE SURVEY REPORT