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The Volunteer Management Handbook
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Preface xiii PART I VOLUNTEER RESOURCE PROGRAM ASSESSMENT, ANALYSIS, AND PLANNING 1 ORGANIZATIONAL ASSESSMENT AND PLANNING CHAPTER 1 Volunteer Models and Management 3 R. Dale Safrit, EdD North Carolina State University Ryan Schmiesing, PhD Ohio Community Service Council CHAPTER 2 Volunteer Demographics 31 Harriett C. Edwards, EdD R. Dale Safrit, EdD Kimberly Allen, PhD North Carolina State University CHAPTER 3 Preparing the Organization for Volunteers 55 Jeffrey L. Brudney, PhD Cleveland State University DIGITAL A (www.wiley.com/go/volhandbook) Volunteer Management of Governance Volunteers A.1 Keith Seel, PhD, CVA Mount Royal University CHAPTER 4 Shaping an Organizational Culture of Employee and Volunteer Commitment 81 Judith A. M. Smith, DM Hands On Jacksonville, Inc. DIGITAL B (www.wiley.com/go/volhandbook) Understanding the Changing Organization as a Primary Context for Volunteering B.1 Judith A. M. Smith, DM HandsOn Jacksonville, Inc. DIGITAL C (www.wiley.com/go/volhandbook) Organizational and Programmatic Benefits from Adversity: Comprehending the Centrality of the Role of Adverse Experiences in and on the NPO and Its Programs C.1 Elizabeth Power, MEd EPower & Associates, Inc. OPERATIONAL ASSESSMENT AND PLANNING CHAPTER 5 Maximizing Volunteer Engagement 103 Sarah Jane Rehnborg, PhD Meg Moore, MBA University of Texas at Austin CHAPTER 6 Assessment, Planning, and Staffing Analysis 125 Cheryle N. Yallen, MS CNY Enterprises Barbara K. Wentworth, MS CHAPTER 7 Policy Development for Volunteer Involvement 149 Linda L. Graff, BSW, MA Linda Graff And Associates Inc. DIGITAL D (www.wiley.com/go/volhandbook) Options for Volunteer Involvement D.1 Bryan D. Terry, PhD Amy M. Harder, PhD Dale W. Pracht, PhD University of Florida DIGITAL E (www.wiley.com/go/volhandbook) Managing Voluntourism E.1 Muthusami Kumaran, PhD University of Florida Joanna Pappas Faith Ventures Investment Corporation PART II STRATEGIC DEPLOYMENT AND IMPLEMENTATION 203 ACCESSION CHAPTER 8 The Latest Approach to Volunteer Recruitment: Competency-Competence Pathways and Volunteer Resource Management Systems 205 Stephen Hobbs, EdD WELLth Learning Network DIGITAL F (www.wiley.com/go/volhandbook) Marketing Volunteerism for Specialized Cohorts F.1 Lori Gotlieb The Arthritis Society, Ontario Region CHAPTER 9 Orientation: Welcoming New Volunteers into the Organization 227 Harriett C. Edwards, EdD North Carolina State University TRAINING CHAPTER 10 Training Volunteers 237 Mary Kay Hood, MS Hendricks Regional Health COMMUNICATIONS CHAPTER 11 Volunteer and Staff Relations 255 Nancy Macduff, MACE Macduff/Bunt Associates CHAPTER 12 Communicating with Volunteers and Staff 273 Denise Sevick Bortree, PhD Penn State University DIGITAL G (www.wiley.com/go/volhandbook) Social Media and Volunteer Programs G.1 Nancy Macduff, MACE Macduff/Bunt Associates PROGRAM MANAGEMENT CHAPTER 13 Volunteer Performance Management: The Impact Wheel 287 Julie Anne Cross, PhD Stratagem, Inc. Stephen Hobbs, EdD WELLth Learning Network DIGITAL H (www.wiley.com/go/volhandbook) Effective Leadership and Decision-Making H.1 Nicole LaMee Perez Steadman, PhD University of Florida CHAPTER 14 Risk Management in Volunteer Involvement 323 Linda L. Graff, BSW, MA Linda Graff And Associates Inc. DIGITAL I (www.wiley.com/go/volhandbook) Information System Tools for Volunteer Management I.1 Debra C. Burrows, PhD The Pennsylvania State University DIGITAL J (www.wiley.com/go/volhandbook) Executive and Managerial Coaching in Nonprofits: Critical Leadership Development J.1 Milena Meneghetti, MSc, CHRP, Registered Psychologist Family Psychology Centre PART III RESULTS AND EVALUATION 361 CHAPTER 15 Evaluating the Volunteer Program: Contexts and Models 363 Jeffrey L. Brudney, PhD Cleveland State University Tamara G. Nezhina, PhD DePaul University CHAPTER 16 Evaluating Impact of Volunteer Programs 389 R. Dale Safrit, EdD North Carolina State University PART IV (www.wiley.com/go/volhandbook) APPLIED MANAGEMENT PRACTICE DIGITAL K (www.wiley.com/go/volhandbook) Mission Fulfillment (Even During Challenging Times) K.1 Brian P. Higley, PhD The Building Blocks LLC and the University of North Florida Martin Heesacker, PhD University of Florida Brian J. Mistler, PhD Hobart and William Smith Colleges Justin Farinelli, BS Second Lieutenant U.S. Army DIGITAL L (www.wiley.com/go/volhandbook) Ethics: Professional Ethics for Volunteers L.1 Joan E. Pynes, PhD University of South Florida DIGITAL M (www.wiley.com/go/volhandbook) Professionalism and Credentialing in the Field of Volunteer Management M.1 Lawrence Ullian, EdD and CVA Muskie School of Public Service, University of Southern Maine Anne B. Schink, CVA Consultant in Volunteer Management DIGITAL N (www.wiley.com/go/volhandbook) Advocacy in Volunteer Management N.1 Anne B. Schink, CVA Consultant in Volunteer Management Lawrence Ullian, EdD, CVA Muskie School of Public Service, University of Southern Maine DIGITAL O (www.wiley.com/go/volhandbook) National, State, and Local Community Programs for Volunteer Resource Managers O.1 Kristin Callazzo Hodgson, CAE Clinical and Laboratory Standards Institute DIGITAL P (www.wiley.com/go/volhandbook) Volunteer Management: Hospice Organizations P.1 Ginny Burns, CVA Big Bend Hospice DIGITAL Q (www.wiley.com/go/volhandbook) Volunteer Resource Management in Local Development Organizations: An International Perspective (Portugal) Q.1 Timothy L. Koehnen, PhD, Professor Associado University of Tr_as-os-Montes e Alto Douro DIGITAL R (www.wiley.com/go/volhandbook) International Volunteer Management R.1 Marilyn K. Lesmeister, PhD Pamela Rose, PhD Oregon State University Erin Barnhart, PhD Candidate Effective Altruism, LLC About the Editor 409 About the Contributors 411 About the Web Site 427 Index 429

About the Author

Tracy D. Connors has published eight nonprofit management handbooks-an unsurpassed publication record in the field of not-for-profit management-a field that he helped advance and define beginning with the first NPO handbook in 1980. He is an NPO management consultant, a Leadership Faculty Member for HandsOn University, and a PhD student in Nonprofit Organization Management at Capella University completing a Dissertation focused on achieving and sustaining excellence in human services management.

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