This document describes methods tested to train new Master Gardeners to manage a telephone resource line for horticultural questions. Trainees were given real examples from the line and taught resource line management. Having an experienced gardener assist during the first calls and the coordinator's availability were found most effective based on surveys. As a result, 100% of trainees planned to volunteer for the line the following year.

1. Methods to Train Master Gardeners
to Manage Telephone Resource Lines
Edwin M. Lentz, Agriculture and Natural Resources Educator, OSU Extension-Hancock County, 7868 CR 140, Findlay OH 45840
Abstract . . . . .
Master Gardener candidates are expected to have
Objective . . . . . . .
the ability to address consumer horticulture To determine the most effective educational method(s) to prepare new Master Gardener volunteers to
questions after completing their training program. comfortably and confidently manage calls for the horticulture telephone Resource Line.
New Master Gardeners were often uncomfortable
with this responsibility, especially operating the
community Resource Line. To address this problem,
Introduction . . . Outcome of Program . . . . .
different teaching methods were created and Responding to consumer horticulture questions is one of All methods prepared new Master Gardeners to comfortably and confidently manage the Resource Line
evaluated during the Master Gardener training. the main functions of the Seneca County Master Gardener  Survey results showed that the presence of an experienced Master Gardener during the first times
These methods included teaching a whole modular program. The program successfully recruited and trained managing the Resource Line was the most effective training method followed closely by the availability
unit on managing the Resource Line, hands-on new Master Gardeners, but these new members were of the Coordinator
training with an experienced Master Gardener, often reluctant to volunteer for the telephone Resource  Real world questions and the training unit devoted to the Resource Line were important, but not as
physical availability of the Extension Educator for Line. The traditional education training program provided effective . . . . . most likely because they occurred prior to the seasonal operation of the Resource Line
assistance while operating the Resource Line, and adequate technical information to answer horticulture to the public
real experience questions from the Resource Line questions but not the tools to confidently manage and  100% of the new Master Gardener class said they would
after completing each Master Gardener subject unit. respond to telephone calls and requests from the public. most likely volunteer to manage the telephone
A class of Master Gardener Interns participated in Resource Line in the future
these different methods. Each intern completed an Educational Methods . . . . .
evaluation after becoming a Master Gardener to During the regular program to train new Master Gardeners, the following methods were implemented:
measure which training method gave them the most  Real world questions – after each education unit, examples were provided of actual community
confidence to answer questions while managing the requests that focused on that session’s topic
Resource Line. Even though each method had value,  Resource Line unit -- a unit was developed as part of the educational program that taught
pairing with an experienced Master Gardener and how to manage the telephone Resource Line, i.e., listening, responding, providing
having the Extension Educator available were the research-based information, documenting requests, and follow-up
most useful in giving interns confidence. The  Presence of an experienced Master Gardener - a Master Gardener assisted the first few
evaluations also showed that 100% of the new times that an Intern managed the Resource Line
Master Gardeners plan to volunteer for the Resource  Availability of Master Gardener Coordinator – Coordinator was on-call at any time to
Line the following year. assist with the Resource Line
Survey Response to Educational Methods
Real World Questions 2011 Training Implementation Timeline
8.0 7.0 JAN
FEB-MAR
• 16 participants enrolled in new Master Gardener Class
• All-day session that covered one - two subject modules, one day per week
Resource Line Unit • Brief review of previous module given at the beginning of each new module, Real World
Questions from the Resource Line were incorporated at this time
• Last educational module included a unit on managing the Resource Line
• All 16 participants completed required 50 hours of horticulture education
8.3 7.4 Presence of Master Gardener APR-SEP • Resource Line operational to respond to horticultural requests from the community
• Interns selected times to manage the Resource Line during these months
• Master Gardeners assisted the first few times Interns operated the Resource Line
• Coordinator periodically visited Resource Line Room to encourage Interns and to see if there
Coordinator Availability were any concerns or tough questions
• Coordinator regularly reminded interns that he was available via phone, e-mail, or office visits
Average score from 1-10 to assist with questions received on the Resource Line
OCT • Resource Line closed for the season
1–2 3–4 5-6 7-8 9-10 • Coordinator met with interns to get feedback about their Resource Line experience
• Survey given to evaluate Resource Line training methods implemented the past six months
Strongly disagree Disagree Neutral Agree Strongly agree
DEC • 15 of the original 16 participants become Master Gardeners (completed 50 service hours)