Affiliate Membership Services Survey Results 2009

Who Responded

• 117 (46%) of HandsOn Affiliates completed survey

• Respondents by membership category• Engagement- 48% (56)• Mobilization- 25% (29)• Transformation- 27% (32)

• Respondents by Legacy Affiliation • Points of Light Foundation, only- 46% (53)• HandsOn Network, only- 11% (13)• Both POLF and HandsOn- 41% (47)• Not a member of POLF or HandsOn- 2% (2)

Key Findings

SATISFACTION with Membership:

Overall, 68% of HandsOn Affiliates are satisfied with membership in HandsOn (32% are dissatisfied).

• Engagement affiliates reported the highest levels of satisfaction (77%), followed by Transformation (66%) and Mobilization (54%).

• Very little variance in membership satisfaction based on legacy status was noted

• 68% of POLF members reporting some degree of satisfaction

• 69% of HandsOn members

• 67% who were affiliates of both POLF and HandsOn

Key Findings

COMMUNICATION with HandsOn:

•Overall, 78% of affiliates are satisfied with frequency of communication from HandsOn, whereas 22% are not satisfied.

•Of all the methods for sharing information with the affiliate network, the weekly affiliate newsletters (93%) and emails (91%) were reported as useful or very useful methods of communication. These seem to be preferred communication methods and need to be enhanced in the future.

•Big Tent (31%), POLI/HandsOn websites (25%) and Monthly affiliate calls (24%) were reported as least useful methods of communication. There is work to be done to make these tools valuable for the field if they are to continue.

Value of National Campaigns/Initiatives• The perceived value of POLI/HandsOn National Campaigns/Initiatives in increasing

reach in local communities, driving more volunteers to affiliate organizations and driving money to affiliate organizations varied.

• Over 40% of respondents provided no response to Cities of Service, Scholastic and NIKE possibly because they are not knowledgeable about how these campaigns may add value to their organization.

 Extremely Valuable or

Valuable

National Volunteer Week 90%

Martin Luther King Day 81%

Disney 77%

Make a Difference Day 69%

United We Serve 54%

iParticipate 34%

Starbucks 33%

Cities of Service 24%

Get HandsOn 20%

Scholastic 9%

NIKE 8%

How can HandsOn improve your satisfaction with HandsOn membership? • “I'd like a sense of HandsOn's overall strategy and

planning. There seem to be so many different and disconnected efforts going on at once, it's not clear what we should pay attention to and what's just an opportunity seized that wasn't thought out. A timeline of overall activities to the extent possible so we know what to expect from HandsOn throughout the year. New opportunities will arise, but knowing what HandsOn plans to do allows us to plan accordingly.”

• “Show us that HandsOn is working to represent affiliates and be a national voice for us - not an entity working to meet its own needs.”

• “Basically the things that would make the biggest difference to my faith in the network would be for HandsOn Network to SLOW down, plan out, communicate and commit to a yearly plan of initiatives (service days, corporate campaigns etc.) and provide information to the affiliates so we can implement these initiatives with excellence.”

Strategies For Improving Affiliate Membership Satisfaction

Strategy for Improving Membership Satisfaction

• Goal: Overall satisfaction will increase from 68% baseline to 85% satisfaction with HandsOn membership, with an emphasis on Transformation and Mobilization Affiliates.

• Strategy: Improve outreach and communications with Transformation and Mobilization Affiliates.• Every Mobilization Affiliate will get at least two

personalized HandsOn calls per year• Minimum of one personalized call to Transformation

Affiliates per year• Create opportunity for Engagement activation

• Timeframe: Overall satisfaction to increase by end of FY10. Personalized HandsOn calls have started.

Strategy for Facilitating Shared Understanding & Participation• Goal: Incorporate the field into more processes and systems

of HandsOn/POLI, with 80% of Transformation affiliates and 50% of Mobilization affiliates on a committee by FY12 with a minimum of 3-5 affiliate driven work groups that will influence national strategies and directions by end of FY 10.

• Strategy: Create new paths for Affiliate participation• Develop structure for new Affiliate committees, task forces, ad

hoc groups, and focus groups• Develop processes for affinity groups among Affiliates,

supported on BigTent and through conference calls• Host a meeting of committee chairs once or twice a year• By conference, be able to report that we’ve increased the

avenues of participation by Affiliates• Aspirational strategy: Require membership on a committee by

Transformation and Mobilization affiliate staff

• Timeframe: Greater Affiliate participation by end of fiscal year.

Strategy for Improving Membership Satisfaction

• Goal: Increase staff responsiveness and knowledge of the work of Affiliates (by end of FY10, 10% increase in perceived responsiveness by Affiliates)

• Strategy: Once quarterly, an Affiliate will present on their work at the all-staff meeting (starting at end of March)

• Strategy: Institute Standard Operating Procedures • Institute standards for response times to affiliates across the

enterprise• Institute standards for communication with staff so that affiliates

receive a high level of service

• Strategy: Improve timely reimbursements and payments to Affiliates and set expectations on payments with Affiliates

• Strategy: Report out quarterly to staff about affiliate happenings every time AA team does a site visit or attends a state association meeting

• Timeframe: Start immediately with staff responsiveness and knowledge of Affiliates to survey as improved by end of fiscal year.

Strategy for Supporting Shared Learning

• Goal: Enable and encourage learning opportunities among Affiliates

• Strategy: Maximize the usefulness of BigTent for the field and by the field; increase % of Affiliates registered (currently 500 staff members) and increase # of tools/resources (currently over 400).

• Strategy: Strategy: Offer 3-5 Peer Exchanges per month and Master Peer Exchange/boot camp (2 by conference 2010)

• Strategy: Offer Affiliate led activities including Pre-Conference All Affiliate Gathering (June 2010) and Regional Meetings (September 2010)

• Timeframe: All offerings underway throughout current fiscal year.

Timeline and Next Steps

• Posted survey briefing on BigTent and solicited comments (week of Jan. 25)

• Gathered feedback from Affiliate board members (week of Jan. 25)

• Gathered feedback from the state associations group (mid-Feb.)

• Gather feedback from St. Simons attendees (late-March)• Transformer call on transparency and communications

(early April)• Mobilization call on value of membership (early April) • Gather feedback from Engagement Affiliates by posting full

presentation with all survey results to BigTent (end of Feb.)• Finalize strategies (mid- April)• Present FINALIZED strategies to the field (end of April)

Appendixes and General Updates From Affiliate Advancement

Affiliate Advancement Performance Targets

Our Core AA Team Values: Authenticity, Accountability, Collaboration

Guiding Principles for working with the Affiliate Network: Supporting Affiliate Growth, Valuing Excellence, Trust and Collaboration, and Communication

Primary Performance Targets:• Consistency and excellence in delivery of branded model of

service across markets and affiliates – Build the brand.

• Consistency and excellence in customer service to affiliated organizations and other activation partners. Build the value.

• Position HandsOn Network’s affiliates as partners for funding through national relationships. Establish our standing through corporate partnerships, national and federal grants and other affiliate specific investments that demonstrate essential value and that grow our HandsOn Action Centers.

Affiliate Advancement Team

Ellen FerberVP,

Affiliate Advancement

Jesse SalinasVP, Member Benefits

Service & Support(East/West)

Gary Renville VP, National Initiatives &

Corporate Engagement(West support)

OPEN

Manager,

Member Benefits

Zack Brown

Manager, Network

Brian LeftwichManager,

Corporate Engagement & Communication

Jennifer Nash

Manager,

Corporate Projects

Affiliate defined

strategies best suited for building

local volunteer

infrastructure

Affiliate Membership Structure

HandsOn developed national

strategies for building volunteer

infrastructure

Engagement Mobilization Transformation

Options for category based on alignment with POLI & HandsOn strategies

Overview of Affiliate Network

Total number of HandsOn Network Affiliates: 245

By Membership Categories Engagement: 129 Mobilization: 62 Transformation: 54

11 Affiliates have changed their category this year; 8 of which moved up and 3 of which moved down

UP = 4 E => M; 4 M => T DOWN = 2 M => E; 1 T => M

3 affiliates have closed this year3 affiliates did NOT renew

10 new affiliates approved for membership

New Action Center Membership 2009 and 2010

On 2/12/2010 we announced 10 new Affiliates. Below is the list:

HandsOn Forsyth, Cumming, GA HandsOn Northeast Georgia, Athens, GA United Way of Central New York, Syracuse, NY United Way of Central Oklahoma, Oklahoma City, OK Chain Reaction, Pensacola, FL Volunteer Center of Lake Forest/Lake Bluff, Lake Forest,

IL Skylands RSVP Volunteer Resource Center, Phillipsburg,

NJUnited Way of Johnson County, Coralville, IA United Way of Dutchess County, Poughkeepsie, NY Manchester Community Resource Center, Manchester, MI