Michelle DetryJacqueline 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 email address so email 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