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FOR THE LOVE OF VOLUNTEERS!
How do you choose the right technology to manage them?

Session: #17NTCvolunteerlove
Notes: ht...
LOREN DRUMMOND

DIGITAL CONTENT MANAGER
wta.org

KAREN UFFELMAN

PRINCIPAL & SENIOR STRATEGIST
percolatorconsulting.com

SALLY KLEINFELDT

DIRECTOR OF CONSULTING SERVICES
jazkarta.com

What we’re covering in this session
• What do you need?
• Off-the-shelf options
• Custom systems
• Case study
• Q&A
What do you need?
What do you have now?
Who needs/gets access?
Who are your stakeholders?
What questions should you ask them?
Customize or streamline your processes?
Budget and timeline?
Remember!
1. What do you have now?
2. Who will need to use it?
3. Who are the stakeholders to bring into the discussion?
4...
Off-the-shelf systems
Pros
No technical debt
Someone else owns the code and it’s their
responsibility, not yours
Low upfront investment (sometim...
Cons
You have to match your process to their features
There will always be compromise between your workflow and an off-the...
Hidden costs of no integration
Some off-the-
shelf examples
Volunteers for Salesforce $
Cervis $$
Volunteer Hub $$
Hands on Connect $$$
Samaritan eRecrui...
How much does it cost? It’s Free!
Will it integrate with my CRM? If you use Salesforce (comes with NPSP)
Who uses it? 9,00...
How much does it cost? $300 - $1,800 annually
Will it integrate with my CRM? API, and also advertises integrations
with co...
How much does it cost? $600 setup, $800 - $3,000 annually
Will it integrate with my CRM? One time setup fee for Blackbaud
...
How much does it cost? $2,500 - 10,000 annually
Will it integrate with my CRM? Salesforce
Who uses it? Habitat for Humanit...
How much does it cost? 1st Year: $2,500 - $15,000
Ongoing: $2,000 - $3,000 annually
Addt’l $$ for more users and add-on fe...
Are they all starting to blur together?

START WITH THESE QUESTIONS
REQUIREMENTS/BUDGET/FLEXIBILITY/
INTEGRATION? 

What are your
requirements?
Are you
flexible an...
Remember!
Ready to go shopping?
• Watch demos
• Ask to talk to references
• Try out the systems
yourself: do a volunteer
s...
Custom systems
Pros
Complete control
Focus on what matters to your organization
The power of integration
With a CRM, member portal, or an...
Cons
Significant upfront investment
Custom solutions can be expensive on the front-end
Mistakes can be expensive
Beware of...
When do you need a custom system?
Unusual work
When do you need a custom system?
Need for integration
When do you need a custom system?
Existing custom system
What does expensive mean?
Low end: $0 - $10,000
Midrange: $10,000 - $100,000
High end: $100,000 - $500,000 or more
Factors that increase expense
Polished visual design
Ability to compromise
Multi-team coordination or buy-in
Communications
IT
Board
Director
?
Membership
Data migration
Photo by Alan Bauer
How to control expenses
Thorough discovery
Flexible implementation
process
Remember!
Custom systems have many advantages
Custom systems can be expensive
Control costs with:
• Good discovery
• Flexi...
Case study
Our community
In 2016:
+ 4,700 volunteers
+ 150,000 hours
+ 240 trails
= $ 3.9 million

donated labor to public
lands
Leadership levels
• Green hat
• Orange hat
• Blue hats
Our community
What we had (in 1999)
Insert photo or graph (or screenshot)
How it grew
Insert photo or graph
Why we needed something custom
" We needed to create some efficiencies 

(online and off)

" Our data culture matured
" We...
Budget
Pre-Discovery
Discovery
10 - 25% of project budget should go to discovery
(WTA spent 16% of their total phase 1 budget on Discovery)
Wha...
UX Design
Importance of UX design
An expert should define how things work - for this project we worked with Ethical UX
Imp...
Platform choices
Too complicated, too messy
Too lightweight or complicated or expensive
Just right
One Size Fits All
Let’s build it!
Implementation
• 12 months, 22 iterations, 177 user stories, 903.5 story points
• 1 WTA project owner
• 2-5 person WTA tes...
Timeline
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
January 13,
2015
January 18,
2016
Launch!
22 Development iteratio...
wta.org/volunteer
Your turn
For the Love of Volunteers! How Do You Choose the Right Technology to Manage Them?
For the Love of Volunteers! How Do You Choose the Right Technology to Manage Them?
For the Love of Volunteers! How Do You Choose the Right Technology to Manage Them?
For the Love of Volunteers! How Do You Choose the Right Technology to Manage Them?
For the Love of Volunteers! How Do You Choose the Right Technology to Manage Them?
For the Love of Volunteers! How Do You Choose the Right Technology to Manage Them?
For the Love of Volunteers! How Do You Choose the Right Technology to Manage Them?
For the Love of Volunteers! How Do You Choose the Right Technology to Manage Them?
For the Love of Volunteers! How Do You Choose the Right Technology to Manage Them?
For the Love of Volunteers! How Do You Choose the Right Technology to Manage Them?
For the Love of Volunteers! How Do You Choose the Right Technology to Manage Them?
For the Love of Volunteers! How Do You Choose the Right Technology to Manage Them?
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For the Love of Volunteers! How Do You Choose the Right Technology to Manage Them?

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In this 2017 Non-profit Technology Conference session, Loren Drummond (Washington Trails Association), Karen Uffelman (Percolator Consulting) and Sally Kleinfeldt (Jazkarta) describe volunteer management systems - what makes a good one, how to evaluate your needs, and whether you should buy an off the shelf solution or build something custom. As a case study, they dive into the custom VMS that WTA built to manage their trail maintenance work parties, covering the project from inception through discovery and implementation. In 2016, the year after launch, WTA's VMS smoothly managed 150,000 trail maintenance volunteer hours done by 4,700 volunteers on 240 trails across the state of Washington - an astonishing $3.9 million dollars worth of labor donated to public lands.

Publié dans : Technologie
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For the Love of Volunteers! How Do You Choose the Right Technology to Manage Them?

  1. 1. FOR THE LOVE OF VOLUNTEERS! How do you choose the right technology to manage them?
 Session: #17NTCvolunteerlove Notes: http://po.st/17NTCvolunteerlove
  2. 2. LOREN DRUMMOND
 DIGITAL CONTENT MANAGER wta.org

  3. 3. KAREN UFFELMAN
 PRINCIPAL & SENIOR STRATEGIST percolatorconsulting.com

  4. 4. SALLY KLEINFELDT
 DIRECTOR OF CONSULTING SERVICES jazkarta.com

  5. 5. What we’re covering in this session • What do you need? • Off-the-shelf options • Custom systems • Case study • Q&A
  6. 6. What do you need?
  7. 7. What do you have now?
  8. 8. Who needs/gets access?
  9. 9. Who are your stakeholders?
  10. 10. What questions should you ask them?
  11. 11. Customize or streamline your processes?
  12. 12. Budget and timeline?
  13. 13. Remember! 1. What do you have now? 2. Who will need to use it? 3. Who are the stakeholders to bring into the discussion? 4. What questions should you ask them? 5. Customize the system or streamline your internal processes? 6. Budget & timeline?
  14. 14. Off-the-shelf systems
  15. 15. Pros No technical debt Someone else owns the code and it’s their responsibility, not yours Low upfront investment (sometimes) Your initial costs are likely to be much less Grab & Go Because you’re not building anything, off-the-shelf solutions mean you don’t have to wait Access to training and documentation Good volunteer management apps should include user documentation and many will also provide training. You may also have access to user communities which can be great for support.
  16. 16. Cons You have to match your process to their features There will always be compromise between your workflow and an off-the-shelf feature set Ongoing costs may be higher Depending on the platform you select, your ongoing license fees may constitute significant expense You aren’t in control If your needs change, your option is to change to a new platform (however, some app providers are responsive to market requests:) Integration? Your off-the-shelf solution may offer no integration with your database/CRM (Constituent Relationship Management system).
  17. 17. Hidden costs of no integration
  18. 18. Some off-the- shelf examples Volunteers for Salesforce $ Cervis $$ Volunteer Hub $$ Hands on Connect $$$ Samaritan eRecruiter $$$
  19. 19. How much does it cost? It’s Free! Will it integrate with my CRM? If you use Salesforce (comes with NPSP) Who uses it? 9,000+ organizations What do you get? • Customizable site.com calendaring that can be managed by volunteers • Volunteer dashboards of historical and upcoming activities • Volunteers can search by jobs, locations, times, and registration • Language localization
  20. 20. How much does it cost? $300 - $1,800 annually Will it integrate with my CRM? API, and also advertises integrations with common nonprofit database platforms Who uses it? Salvation Army, Feeding America, NPR radio stations What do you get? • Volunteer Application/Registration that integrates with your website • Create Unlimited Events & Post Events Online • Track Volunteer Interest Areas and Service Hours • Customizable Event Sign-In Rosters • Text/email messaging to volunteers
  21. 21. How much does it cost? $600 setup, $800 - $3,000 annually Will it integrate with my CRM? One time setup fee for Blackbaud integration Who uses it? Humane Society, PAWS, St. Judes, Shriners What do you get? • Event-specific Entry Pages • Virtual kiosk for volunteer self check-in • Mobile-ready (ish) • Text messaging to volunteers
  22. 22. How much does it cost? $2,500 - 10,000 annually Will it integrate with my CRM? Salesforce Who uses it? Habitat for Humanity, LA Works, Chicago Cares What do you get? • Customizable calendaring with jobs and activities • Tiered privacy for volunteer opportunities and team management • Social media integration • Integrated with HandsOn Network
  23. 23. How much does it cost? 1st Year: $2,500 - $15,000 Ongoing: $2,000 - $3,000 annually Addt’l $$ for more users and add-on features Will it integrate with my CRM? API, Custom integrations Who uses it? USO, Smithsonian Institution, State and Local Gov’ts What do you get? A LOT: Designed to be an all in one CRM solution Front End: Volunteer portal, Surveys, Self-scheduling, Background checks Back End: Reporting, Emailing, Scheduling, Automation Support: Tiered customer support, Tiered discovery and customization
  24. 24. Are they all starting to blur together?

  25. 25. START WITH THESE QUESTIONS REQUIREMENTS/BUDGET/FLEXIBILITY/ INTEGRATION? 
 What are your requirements? Are you flexible and can you adjust the way you do things? How important is it that your system integrates with your CRM? What’s your budget? (short-term and ongoing)?
  26. 26. Remember! Ready to go shopping? • Watch demos • Ask to talk to references • Try out the systems yourself: do a volunteer stint with an organization that uses the system you’re interested in
  27. 27. Custom systems
  28. 28. Pros Complete control Focus on what matters to your organization The power of integration With a CRM, member portal, or another system No ongoing license costs You built it, you own it Lower staff costs Tailoring to your process increases efficiency
  29. 29. Cons Significant upfront investment Custom solutions can be expensive on the front-end Mistakes can be expensive Beware of bad decisions Maintenance costs A custom system needs to be supported, tweaked, improved as you learn from using it - BUT continuous improvement of your system, your processes, your engagement strategy is a good thing
  30. 30. When do you need a custom system? Unusual work
  31. 31. When do you need a custom system? Need for integration
  32. 32. When do you need a custom system? Existing custom system
  33. 33. What does expensive mean? Low end: $0 - $10,000 Midrange: $10,000 - $100,000 High end: $100,000 - $500,000 or more
  34. 34. Factors that increase expense
  35. 35. Polished visual design
  36. 36. Ability to compromise
  37. 37. Multi-team coordination or buy-in Communications IT Board Director ? Membership
  38. 38. Data migration Photo by Alan Bauer
  39. 39. How to control expenses Thorough discovery Flexible implementation process
  40. 40. Remember! Custom systems have many advantages Custom systems can be expensive Control costs with: • Good discovery • Flexible implementation process
  41. 41. Case study
  42. 42. Our community
  43. 43. In 2016: + 4,700 volunteers + 150,000 hours + 240 trails = $ 3.9 million
 donated labor to public lands
  44. 44. Leadership levels • Green hat • Orange hat • Blue hats
  45. 45. Our community
  46. 46. What we had (in 1999) Insert photo or graph (or screenshot)
  47. 47. How it grew Insert photo or graph
  48. 48. Why we needed something custom " We needed to create some efficiencies 
 (online and off)
 " Our data culture matured " We wanted to improve the volunteer experience 
 (in really specific ways) " We wanted to empower our volunteer leadership
  49. 49. Budget
  50. 50. Pre-Discovery
  51. 51. Discovery 10 - 25% of project budget should go to discovery (WTA spent 16% of their total phase 1 budget on Discovery) What you should expect to cover during discovery: • User requirements • Architecture • UX and visual design
  52. 52. UX Design Importance of UX design An expert should define how things work - for this project we worked with Ethical UX Importance of designer-developer communication Avoid surprises - have developers review wireframes and designers review user stories. Flow diagrams Chart complex functionality that goes from page to page. Wireframes Define blocks of content and functionality on a given page, without styling.
  53. 53. Platform choices
  54. 54. Too complicated, too messy
  55. 55. Too lightweight or complicated or expensive
  56. 56. Just right
  57. 57. One Size Fits All
  58. 58. Let’s build it!
  59. 59. Implementation • 12 months, 22 iterations, 177 user stories, 903.5 story points • 1 WTA project owner • 2-5 person WTA testing team • 1 strategist • 1 project manager • 2-4 Salesforce developers • 3-5 Python developers • 1 UX designer • 1 graphic designer
  60. 60. Timeline Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec January 13, 2015 January 18, 2016 Launch! 22 Development iterations UX Design Visual Design & Theming Data Migr TestingDiscovery
  61. 61. wta.org/volunteer
  62. 62. Your turn

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