HOW VOLUNTEERS MAKE A DIFFERENCE:

Identifying and Measuring Volunteer Outcomes

Montgomery County May 2015

Pam Saussy and Barry Seltser, Pro Bono Consultants

Outline for Today’s Session

• Role and importance of volunteers• Activities, Outputs, and Outcomes• Identifying Key Outcomes• Ways to Emphasize and Recognize Outcomes:• Summary, Resources, and Class Evaluation

Volunteers and Nonprofits

• Why are volunteers important for nonprofit organizations?

• Why do people volunteer?

Activities, Outputs, and Outcomes

• Three key ways to understand what volunteers contribute:

• Activities – what volunteers spend their time doing

• Outputs – all the goods and services provided to clients/community

• Outcomes– the effects of these goods and services on clients/community

• Logic model (Attachment 1)

Measuring Activities and Outputs

• Track what people are doing and providing • As you begin to measure outcomes, don’t forget about activities and

outputs

Why are Outcomes Particularly Important?• Why do outcomes matter to nonprofits? Why is it important to

measure them?

• Why do outcomes matter to volunteers?

Identifying and Measuring Key Outcomes• What is worth measuring?

• What are we able to measure?

• What do we have the resources to measure?

• Attachment 2 on measurement issues

Options for Volunteer Outcomes

• Consider a wide range of types of outcomes, such as:• Changes in knowledge, skills, attitudes, behavior, etc.• Community or environmental changes• Short-term, intermediate, and long-term improvements

• Focus on outcomes that are more plausibly tied to volunteer activities and outputs

• Attachment 3 (Types of Outcomes)

Ways to Emphasize and Recognize Outcomes(1) Volunteer recruitment process

(2) Training for volunteers

(3) Volunteer input in identifying and measuring outcomes

(4) Keeping the focus on outcomes

(5) Reporting and recognition

(1) Volunteer Recruitment

• Clarify desired outcomes for volunteer activity• Describe connections between activities and outcomes• Assure appropriate fit between volunteers, required activities, and

anticipated outcomes• Emphasize that outcomes are the key priority for the organization

(2) Training for Volunteers

• Explain how outcomes are crucial for organization’s mission• Discuss how and why volunteer’s work is critical to achieving

outcomes• Discuss potential barriers to achieving desired outcomes• Demonstrate how volunteers play a role in identifying, measuring,

and achieving key outcomes

(3) Volunteer Input in Identifying and Measuring Outcomes• Provide opportunities for volunteers to make suggestions about key

outcomes• Take advantage of volunteer observations about specific outcomes

that may be worth reporting or measuring in the future

(4) Keeping the Focus on Outcomes

• Help volunteers stay focused on outcomes• Conduct focus or discussion groups periodically to assess volunteer

attitudes and commitment• Be prepared to reassign volunteers who are unable to stay focused on

outcomes

(5) Reporting and Recognizing Volunteer Outcomes• Report separately on outputs and outcomes• Focus on key outcomes, and use reporting formats and details

appropriate for each audience of stakeholders• Focus recognition of volunteers on outcomes they help to achieve• Use success stories to reinforce more quantitative outcome measures

Summary of Key Points

• Create a culture focused on outcomes, and continually reinforce this message• Emphasize how important volunteers are in helping the organization

achieve its desired goals• “Model” an outcome orientation by using outcome measures and

outcome examples (rather than only activities and outputs) in speaking with and training volunteers

Additional Help and Resources

• For follow up assistance for your organization from the presenters Pam Saussy and Barry Seltser, submit a project proposal form to the Pro Bono Consultant Program or email probono@montgomerycountymd.gov

Thank You!

• Complete brief evaluation of the session• Good luck!