Recruitment walkthrough vci consultants v2

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Volunteering Systems & Processes

Recruitment walk through- VCI Consultants

9 Oct 2013

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Volunteer Recruitment

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Express InterestExpress Interest

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Key Stakeholders Volunteers, Volunteer managers, VCI Consultants & Whole Trust, Regional hubs / offices, Supporter Service Centre

Current Process This process includes all activities related to volunteer recruitment across National Trust sites - including creating and promoting volunteering ‘jobs’ online , to managing expressions of interest to application and selection

Current Challenges • Approx 30% of enquiries lost / not followed up • Balance of supply and demand – many properties don’t have the capacity to manage more interest. On the flip side some are desperate and will accept anyone. Both approaches can lead to a poor supporter journey• Confidence and capability of volunteering managers to say no to interest and signpost to other opportunities• Clear and consistent guidance around selection e.g. when to ask for references - leading to reputational risks

Systems and Processes Programme deliverables

• System - new recruitment website enabling prospective volunteers to search for opportunities and apply online. It will also help managers promote and manage opportunities and ensure all volunteers have the appropriate screening• Guidance – revised recruitment guidance – incl. new and improved section on managing initial interest and also selection – including interview questions and different approaches to selection for different audiences• Forms / templates – revised interest and application forms, role description templates, reference requests and group activity forms

Benefits through systems and processes programme

• Improved promotion of opportunities online – leading to increase in interest and ability to reach wider audience• Online application process – leading to higher levels of conversion into active volunteers• Ability to track people through the journey – will help efficiency , customer service and conversion rates• Improved role of SSC will help manage expectations – signpost to other ways to support the Trust• New guidance on selection will help build capability and confidence of volunteer managers

Pre system implementation(Dependencies)

• Single point of contact for all volunteer expressions of interest at each Trust place• Recognition of the importance of good planning of volunteer opportunities (including being more proactive in areas such as work experience and employer supported volunteering)• Understanding of recruitment ‘foundations’ including new guidance and forms

Volunteer Recruitment - overview

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Recruitment - Out of Scope

• Pushing promoted opportunities from the recruitment system automatically onto the DO-IT website

• Automated approval process for volunteer opportunities

• Replacement or modifications of the Snowball system (NT web based template system)

• Governance volunteer recruitment

• Working holiday participant recruitment

• Physical link between Traveller system (working holidays) and any new developed systems

• Fully integrated with social media – though links will be made

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Recruitment – key principles1. Our processes should make it easier for people to join in. They should be focused

on building relationships with people – helping managers to listen to and explore volunteer motivations before matching them to an opportunity.

2. This does not mean we should be finding an opportunity for everyone – but aiming for great service, being more supporter led and getting better at managing expectations. The process is as much about the volunteer deciding whether they like us, as about the organisation deciding to take on the volunteer

3. We should only be asking for and holding information as and when we need it

4. Different types of volunteering may be supported by different processes – eg. collect more info for Internship applications to help shortlist as competitive process

5. Our offline process should mirror online process

6. Volunteer recruitment is changing. We need to become more flexible – which will mean managing a much greater pool of interest. In reality properties are unlikely to have the capacity to do this in the short term – so we need to keep things simple!

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Online journeys

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Recruitment – supporter journey• Different segments – curious minds, young experience seekers, families

• Different stage of journey – current relationship with us, ready to get involved now, wanting to find out more

• Different channels – online, email, phone, face to face, onsite, open days

• Our processes will need to support above scenarios with the aim to grow long term support as well as place people as volunteers

Next few slides support most common journeys -

A. Prospect keen to get involved, finds opportunity and applies

B. Prospect keen to get involved, but can’t find what they are looking for

C. Prospect wants to find out more, have a conversation before taking next step

D. Prospect keen to get involved, finds activity (requires no screening) and books a place (recruitment ‘light’)

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Online recruitment – general volunteeringA. Keen to get involved, finds opportunity – submits application

Start date agreed

Screening steps complete – YourVolunteering updated –

volunteer now Active

Prospect goes online and searches for an opportunity

Finds ‘job’ opportunity and completes and submits online application form (plus optional equal opportunities form) and

receives auto acknowledgement

Prospect receives a follow up call / email with local recruitment contact

to discuss application and next steps

Local contact sends info to vol manager (may be same person!)

Prospect attends interview / informal discussion

Mutual decision made to continue

Line manager arranges informal discussion / interview

References requested if needed

• Process in place to support people who are ready to get involved

• Prospect can choose more than one ‘job’ opportunity to apply for. Use of wish lists to select several jobs and then complete appropriate online forms

• All applications (emails, online forms) will be acknowledged automatically and then followed up by local contact within 10 days

• Application form can be printed to bring to informal discussion – to complete missing info

• Application form presented in different sections. Separate info captured for specific jobs to support screening

Data automatically transferred into YourVolunteering and nudge sent to

manager

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Online recruitment – general volunteeringB. Keen to get involved but can’t find an opportunity – submits expression of interest

Prospect goes online and searches for an opportunity

Either no jobs available or can’t find one that suits them

If location field completed – interest details sent to local contact

Otherwise – interest details sent to Supporter Service Centre (SSC)

SSC calls prospect.

Talks through options - incl add to local waiting lists, signposting to

national opportunities such as Working Holidays and other ways to

support the Trust

Prospect receives a call from local contact to discuss interest

Agree / communicate options. Include invite to Open Day, remain

on waiting list, other ways to support local place, signposting to other organisations or invite to a

meeting

• Interest form very simple. Details automatically transferred into YourVolunteering – so managers can view

• Ideally conversation should be had with all interested volunteers

• Some managers may decide that due to capacity the prospect is added to a ‘waiting list’

• SSC will help manage general interest – directing people to local contacts where possible. Potential ‘pinch point’ – so need to manage expectations / provide great customer service.

• If on ‘waiting list’ prospect to be sent auto alerts when new opportunities for that particular property are made live. Time limit for people to remain on a list

• Properties can decide whether to send extra info such as open days, other events

Directed to an online interest form

Auto acknowledgement received when form submitted

Nudge sent to local manager – re. waiting list of interested people

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Online recruitment – general volunteeringC. Would like to find out more before proceeding

Prospect goes online

Info provided on website to paint picture of types of opportunities available – ways to get involved,

case studies, testimonials

Searches for a job but is not ready to apply

Two options -

1. Contact property to find out more. Each job / property will have clear contact details (name, phone, email)

2. Contact SSC. Contact details provided in a slightly hidden ‘contact us’ section

SSC or local contact to add details onto YourVolunteering if prospect

would like to stay in touch / interested. Otherwise no data

needed – except call logged by SSC

• Process used for individual volunteers who are unclear or unsure how to proceed

• Details only logged if move to expressing interest or wanting to stay in touch via a waiting list

• Process also used for volunteer groups where contact needed first to talk through potential (in the absence of online forms and specific opportunities. Ideally like to introduce this for employer supported volunteering)

• Group info held on separate pages

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• Recruitment ‘light’ would enable individuals or groups (particularly relevant to families) to book or reserve a place on a volunteering event or activity – without having to go through further checks or discussions

• Examples include Family Volunteering, volunteering ‘one off’ days, helping out at events

• Online form completed to reserve place – would capture all details needed – such as contact info, number of people, emergency contacts etc.

• Where no booking is needed, such as ‘Drop In’ days – then no online form required. Just contact details provided for further info. Details of volunteers added retrospectively onto the system

Volunteer/s attend / turn up

Further details captured if missing. Can be entered onto

YourVolunteering retrospectively

Prospect goes online and finds volunteering activity they would

like to attend / support

Prospect completes and submits online reservation form and

receives auto acknowledgement

Prospect receives confirmation of booking and further details by

email

Prospect updated if changes made to activity

Online recruitment – general volunteeringD. Finds a one off opportunity (no screening) – books onto a volunteering activity

Limit placed on number of bookings

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Search for an opportunity / ‘job’

Note: the following slides aim to reflect the Volunteer and Volunteer Manager experience and process flow. The system and

role names are undefined, screens shown are not wireframes.

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Prospect Volunteer goes onto MyVolunteering(Login is not required to access the recruitment pages)

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Recruitment pages – Logical functionality (not wireframes)

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General search for an opportunity - basic search / browse

Search for volunteering opportunities

(Trust place, Town / City, Postcode)

Interactive map List of local opps

• List all opps within 30 mile radius

• Opportunity name

• Summary description

• Time period / start date

• Location

• Distance from location

• Allow user to order by date and distance

• Click to see more details

Links to more ways to volunteer

• Separate ‘tab’ to highlight other ways to get involved

• Links to national / other opps

• Internships

• Working Holidays

• Campaigns

• Big Family Day Out

• Fundraising / Supporter Groups

Roles than can be done at home, or anywhere in the country

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Advanced search optionsSearch for volunteering opportunities

(Trust place, Town / City, Postcode)

Keyword search

(free text field – linked to meta data)

(Drop down list that would include Vol Type and Job Recruitment Family)

Area of interest

Your availability

(Weekdays, evenings, weekends or days of the week am / pm)

Accommodation provided?

Yes / No

Who with?*

Drop down list – friends, family, team, young people

* less of a priority

(Drop down list – once a week, once a month, full time, project, one-off)

When / how often

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Volunteer Interests

• Archaeology• Administration*• Catering*• Countryside & Coast • Digital & Social Media• Education & Learning• Family Volunteering• Finance*• Fundraising*• Gardening*• Governance• House & Buildings• IT• Legal*• Management*

• Marketing & Communications*• Nature Conservation*• Policy & External Affairs • Publishing, film & photography*• Retail*• Surveying*• Training & Development• Visitor Experience & Events• Volunteer Management• Working Holidays• Work Experience

Volunteer Interests – drop down list used in the advanced searchEach job could have multiple interests

* Indicates same as MyPlace

As part of user testing good to test language and whether these categories link to appropriate roles

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General search results – summary displayOnce the prospective volunteer has entered details into the search then a summary list of opportunities will be displayed

Local to you – 45 opportunities found

Opportunity - Garden Guide – Quarry Bank Mill

Distance – 10.3 miles When – 25 May -

What – exciting two lines about how great the garden guide role is …..

Find out more

Opportunity – Gardener – Dunham Massey

Distance – 12 miles When – June onwards

What – spend time in our fantastic winter garden….

Find out more

Opportunity – Tuesday Taskforce – Lyme Park

Distance – 15 miles When – First Tuesday of each month

What – join a team repairing the footpaths in our woodland…

Find out more

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General search results – detailed display

Opportunity Garden Guide Ref no. – VQBM001

Where Quarry Bank Mill Distance – 10.3 miles

When 25 May -

What – fuller description about how great the garden guide role is

What we’re looking for?

Bullets – incl number people

What can you gain?

Bullets

Contact first name, last name, email address

Further Information* downloadable files, link to QBM

Apply

Picture of property?

Tags? Print?

Share opportunity (links to Social Media to facebook, email a friend)

Info would be the same as that held within the role descriptions

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Forms & data

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Online recruitment – what info is captured when?

General - Online Interest Form

• Title, first and last name

• Postcode

• Email

• Phone, mobile

• Preferred contact

• Location – are you interested in a particular Trust place?

• What type of opportunity are you interested in?

• Are you over 18?

• Resident of EU?

• Data Protection statement

• Date (auto added)

General - Online Application Form

• Title, first and last name

• Full address incl. postcode

• Email

• Phone, mobile

• Preferred contact

• Why are you interested in this opportunity?

• Why do you think you would be suitable?

• Availability – weekdays, evenings, weekends

• Access to a vehicle

• Criminal convictions declaration

• Date of birth

• Eligibility – declaration Resident of EU?

• Data Protection and confidentiality statement

• Date (auto added)

• ** References and DBS details requested if selected by recruiting manager

• NB. Equal opps data separate online

Informal discussion / before start

• Health / access requirements

• Support notes from informal discussion

• Emergency Contact

Dependent on age / job

• DBS forms

• Parent & Guardian Consent

• Drivers Details

• Photo copyright

• Ideally copies of the above scanned into YourVolunteering – if not paper files needed for each volunteer – sensitive info

After start

• Skills

• Change of details

• Notes

• Training

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Offline recruitment – general volunteering

Prospect either applies online or if no access to internet, completes form and

returns by post / brings to informal discussion / Open Day

Process – same as online – informal discussion, screening – start if all happy!

Prospect contacts local property / office by phone, email or face to face

Initial contact details / Interest form (postcard) completed – could be done

over the phone or by prospect themselves

Local recruitment contact discusses interest and potential opportunities.

Details entered onto YourVolunteering

If opportunity available - extra info (application info – including link to online

details) sent to prospect including next steps (open day, informal discussion)

If no opportunity available – prospect added to waiting list

• There are many ways to express interest in volunteering offline – recruitment fairs, Open Days, visitor reception

• At all touchpoints prospects should be inspired about the Trust and volunteering and be clear what happens next

• In all cases basic contact details should be captured – interest postcard

• Ideally these details should be entered onto YourVolunteering

• Interest is then followed up – with process similar to online

• If no opportunities are available then details entered onto waiting list

• Application packs could be used for people to take away – however prospects should be given a card that directs them to MyVolunteering to find out more

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Screening Plans

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Volunteer Screening Process

• When setting up a job the volunteer manager must decide on the appropriate screening needed

• Each job will have only one volunteer type. Each type has a standard screening plan

• Volunteer Manager can have the ability to add or remove different aspects of the screening plan. They can do this within fields linked to the job. Guidance will be provided on how to decide what screening will be needed

• Once an aspect is completed then this will be confirmed by the manager – tick box

• Once all aspects have been completed and a start date agreed then a volunteer will become Active

Business rules

• All volunteers (except recruitment light) should have some sort of interview / informal discussion before starting

• All volunteers will need to have self declared (tick boxes) on criminal convictions and eligibility to volunteer in this country. This info will be held on the application form (online and offline)

• Two references are needed for jobs that involve financial info or cash handling, access to sensitive info, working with young people and where there is potential reputational risk (eg. social media)

• A DBS declaration needs to be completed for jobs that need a check – to ask vols to declare spent and unspent convictions. The VM will need to decide whether this is needed and provide vols separate info. System would record whether a DBS check has been received

• If it is deemed that References and DBS checks are needed then they must be received before a vol starts

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Screening plans by volunteer type / job family

Volunteer Type / Job Family

Interview / discussion – happy to proceed

Criminal Convictions

(declaration on app form)

Eligibility

(EU / EEA)


References DBS Job Specific training

Other

Archaeology Y Y Y

Buildings Y Y Y

Business Support Y Y Y

Catering Y Y Y

Collection Care Y Y Y Y ?

Countryside Y Y Y

Digital & Social Media Y Y Y Y

Driving Y Y Y Y ? Drivers Details

Education Y Y Y Y

Engineering Y Y Y

Environmental practices Y Y Y

Events Y Y Y

External Affairs Y Y Y

Finance Y Y Y Y

Food and farming Y Y Y

Forestry Y Y Y

Fundraising Y Y Y Y

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Volunteer Type / Job Family

Interview / discussion – happy to proceed

Criminal Convictions


Eligibility

(EU / EEA)


References DBS Job Specific training

Other

Gardens & Parks Y Y Y

General Management Y Y Y

Governance Y Y Y Y

IT Y Y Y

Legal Y Y Y Y

Marketing & Communications

Y Y Y

Nature Conservation Y Y Y

Project Management Y Y Y

Publishing, film & photography

Y Y Y Y?

Retail Y Y Y PCI ?

Rural Surveying Y Y Y

Training & Development Y Y Y

Visitor Experience Y Y Y

Volunteering & Community Involvement

Y Y Y

Work Experience Y Y Y

Working Holidays Y Y Y Leader weekend / MIDAS

Assessment Centre

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Online process – volunteer manager experience

Note: the following slides aim to reflect the Volunteer and Volunteer Manager experience and process flow. The system and

role names are undefined, screens shown are not wireframes.

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Volunteer Manager securely accesses YourVolunteeringclass Recruitment CRM

Recruitment - CRM

Create opportunity

Opportuni ty search

Edit opportuni ty

Archive opportuni ty

Opportunity search

Search by - Opportuni ty name Core or non core opportuni ty Fi lter opportuni ty status (e.g. Active) Opportuni ty type Opportuni ty category NT Property Creation date Opportuni ty owner Opportuni ty reference number Keyword Others.....

Key recruitment assumptions:

All NT properties wi ll have a clear point of contact for expressions of interest

All opportuni ties wi ll have a opportuni ty owner and opportuni ty contact (these roles may be covered by the same person or by a team)

Opportuni ty detai ls (equivalent of role profi le) Set of core opportunities Opportuni ty status - Draft, Active, Archive

Opportuni ty application form

Expression of interest form

Screening plan with selectable options e.g. References

Login

Print/ save electronic fi le opportuni ty detai ls

Print/ save electronic fi le opportuni ty application form

Print/ save electronic fi le expression of interest form

Promote opportunity on recruitment website

Promote opportunity on social media

Opportuni ty detai ls

Opportuni ty application form selections

Opportuni ty screening plan

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YourVolunteering – managing interest / applicationsclass Recruitment CRM

Recruitment - CRM

Process offline opportuni ty application

Process offline expression of interest

Managing volunteer applications

Managing wiating li sts

Managing screening plan

Respond to 'Contact us' enquiry

Respond to 'Expression of interest'

Update volunteer communication record

Update volunteer detai ls

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YourVolunteering – job admin, reportingclass Recruitment CRM

Recruitment - CRM

System Admin - set up

Set up NT Property Volunteering Contact

Create core opportunities

Find read recrui tment guidance

Run recruitment reports

Recrui tment/ Expresssion of interest tracking

Report equal opportunity data

Run opportunity campaign

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Summary of main business changes

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Summary of main business decisions / changes

1. Introduction of new search engine – linked to property pages

2. Replace Registration form with Interest and Application forms

3. Online approach becomes the default – focus on self service. Minimise paperwork

4. Clear point of contact for recruitment at every property / office

5. Intro of enquiry handling / response times / ‘SLA’s’

6. Capturing details of enquiries onto YourVolunteering

7. More time needed upfront – to support initial conversation, help manage expectations and provide great customer service

8. Use of waiting lists and better approach to referrals / signposting

9. References only needed for certain roles / ‘jobs’

10. Introduction of core jobs (standard templates – local flexibility to alter)

11. Introduction of equal opps form (optional and just online)

12. Introduction of screening plans

13. Move towards more proactive approach to work experience & employer supported volunteering – dependent on planning

Technology

Recruitment walkthrough vci consultants v2