VOLUNTEER PROGRAM ASSESSMENT 2023 ANNUAL SURVEY RESULTS
August 2023
Volunteer Program Assessment (VPA)
Background
• VPA – pronounced “vee-pah”
• Also known as the “Annual Volunteer Survey”
• Developed by researchers at the University of North Carolina –Charlotte in 2009
• The survey:
• Provides information on individual and organizational outcomes
• Evaluates volunteer perceptions regarding the nonprofit’s greatest strengths and weaknesses
• Has been administered to over 700 organizations in nearly all states across America
Volunteer Program Assessment (VPA)
Why Did We Survey?
• Last annual survey conducted pre-pandemic.
• Requests from volunteers to have additional opportunities provide feedback to Volunteer Services team and leaders.
• Formal opportunity for volunteers to provide feedback on their experiences.
• Provides insights as to what is working well in the Volunteer Services program, as well as opportunities for growth and improvement.
It helps your Volunteer Services team create the best overall volunteer experience for YOU!
Volunteer Program Assessment (VPA)
Communication to UnityPoint Health – Des Moines Volunteers
Article in the May 19 issue of the Volunteer Voice Newsletter
Four posts on Volunteer Services Facebook Page
Three emails to all eligible volunteers Reminder messages on volunteer login screen
As well as physical signage in Volunteer Services offices and volunteer kiosks
Volunteer Program Assessment (VPA)
VPA and UnityPoint Health – Des Moines Volunteer Services
• VPA sent to 405 active volunteers (as of mid-May)
• 201 completed survey, for a response rate of 49.6%!
Surveys Completed by Campus
Blank Children's Hospital Iowa Lutheran Hospital
Iowa Methodist Medical Center Methdist West Hospital
34 66 63 38
Survey Results
Key Points
• The results from UnityPoint Health – Des Moines volunteers were compared to the VPA Health and Human Services database, which includes:
• 6,839 volunteers from 71 different health and human services organizations
• Our results were then compared to the VPA Health and Human Services data to provide insights as to how the Volunteer Program at UnityPoint Health – Des Moines is performing compared to “like” organizations across the United States.
VOLNTEER SURVEY RESULTS
Summary of Close-Ended Questions
Close-Ended Questions
• Close-ended questions:
• Choose from a list or set of responses.
• Yes/No, Scale of 1-5, List of Responses
• Volunteers were asked a set of questions in several areas of the Volunteer Program, including Organizational Commitment, Recognition, Communication, Satisfaction with Experience and Others, Resources, and Volunteer Role
Note: Not all volunteers who completed the survey gave responses to the open-ended questions.
Evaluating the Close-Ended Results
Scales for all of the questions were from 1 (“Strongly Disagree”) to 5 (“Strongly Agree”).
For the next slides, higher is better: Meaning, the higher the score (closer to 5), the more satisfied volunteers who completed the survey are with these areas.
Reported numbers are averages.
Organizational Commitment
I enjoy talking about the organization I volunteer at with people outside of it.
This organization has a great deal of personal meaning for me.
4.31 4.16 4.47 4.41
VPA Average UnityPoint Health Des Moines
Recognition by Volunteer Organization
(UnityPoint Health – Des Moines)
I feel appreciated at my volunteer organization.
I feel my contributions are recognized by my volunteer organization.
4.28 4.23 4.65 4.64
VPA Average UnityPoint Health Des Moines
Satisfaction with Communication
Communication with volunteers seems to be good within this organization.
The goals of the organization are clear to me.
I feel that I know what is going on within this organization.
My volunteer assignments are fully explained to me before I start working.
4.07 4.29 3.92 4.17 4.45 4.46 4.18 4.51
VPA Average UnityPoint Health Des Moines
Perception of Voice
I feel that my input is valued by the organization I volunteer at. The organization I volunteer at gives me a chance to express my concerns on volunteer related issues.
The organization I volunteer at listens to my views before making decisions that directly affect me.
Before the organization I volunteer at makes decisions concerning volunteer related issues, they ask me for my thoughts and ideas.
4.01 3.94 3.73 3.47 4.4 4.31 4.08 3.73
VPA Average UnityPoint Health
Volunteer Role
I have clear planned goals and objectives for my volunteer assignment.
I know exactly what is expected of me.
I know what my responsibilities are.
4.07 4.2 4.26 4.49 4.59 4.64
VPA Average UnityPoint Health Des Moines
Satisfaction with Volunteer Role
& Responsibilities
I like doing the things I do at my volunteer organization. My volunteer position is enjoyable.
My volunteer assignments are meaningful. I feel a sense of pride in doing my volunteer assignments.
4.41 4.37 4.41 4.45 4.69 4.67 4.66 4.71
VPA Average UnityPoint Health Des Moines
Volunteer Satisfaction with Paid Staff (unit clerks, nurses, etc.)
I like the paid staff I work with. Paid staff and volunteers get along well with one another. The paid staff I work with are quite competent in doing their jobs.
I enjoy working with the paid staff.
4.29 4.25 4.3 4.29 4.54 4.49 4.56 4.52
VPA Average UnityPoint Health Des Moines
Volunteer Satisfaction with
Volunteer Colleagues
I like the volunteers I work with. Volunteers get along well with one another.
The volunteers I work with are quite competent in doing their jobs.
I enjoy working with the other volunteers.
4.29 4.26 4.21 4.31 4.49 4.48 4.45 4.49
VPA Average UnityPoint Health Des Moines
Volunteer Satisfaction with Volunteer Coordinator
My volunteer coordinator is quite competent in doing his/her job.
I like my volunteer coordinator.
My volunteer coordinator is fair to me.
My volunteer coordinator shows an interest in the feelings of his/her volunteers.
4.33 4.34 4.34 4.28 4.66 4.69 4.7 4.68
VPA Average UnityPoint Health Des Moines
Evaluating the Close-Ended Results
Scales for all of the questions were from 1 (“Strongly Disagree”) to 5 (“Strongly Agree”).
For the next slide, lower is better: Meaning, the lower the score (closer to 1), the more satisfied volunteers who completed the survey are with these areas.
Reported numbers are averages.
Organizational Constraints
(Lower is Better)
Poor equipment or supplies. Lack of equipment or supplies.
Organizational rules and procedures.
Other employees.
Other volunteers. My volunteer supervisor.
Inadequate training.
Interruptions by other people.
Lack of necessary information about what to do or how to do it.
Conflicting volunteer responsibility demands.
Inadequate help from others. Incorrect instructions.
1.6 1.61 1.58 1.53 1.6 1.64 1.66 1.74 1.41 1.71 1.51 1.52 1.56 1.58 1.48 1.42 1.29 1.19 1.31 1.34 1.41 1.32 1.32 1.33
VPA Average UnityPoint Health Des Moines
VOLNTEER SURVEY RESULTS
Trends from Open-Ended Questions
Open-Ended Questions
• Open-ended questions:
• Details on their thoughts, opinions, and experiences.
• Should not be able to be answered with a simple “yes” or “no” response.
• Volunteers were asked SIX open-ended questions specific to strengths, opportunities, expectations, training, and any additional feedback.
Note: Not all volunteers who completed the survey gave responses to the open-ended questions.
Strengths of Volunteer Program
Leadership and Staff
39% of responses expressed specific praise for the leaders of the volunteer program.
• “...The staff are really appreciative of the volunteers!”
• “Competent caring coordinators. Grateful staff.”
• “My coordinator is always on the lookout for me…she will do whatever she can to help.”
• “Appreciate how understanding the volunteer coordinator is. The coordinator is a strength of the program.”
• “Our volunteer coordinator is absolutely the best!!”
• The Volunteer Coordinator and her boss are very perceptive and quickly made adjustments…I [felt] appreciated.”
Strengths of Volunteer Program
Sense of Belonging
36% of responses shared that they felt welcomed in a friendly environment.
• "What a delight to be welcomed and recognized by the volunteer services staff when I volunteer!"
• "Very strong. Diversified. Friendly. Helpful. Great staff. Always improving. Knowledgeable. The best!“
• “The volunteer program gives those involved a real feeling of worth and belonging to a giving community.”
Opportunities for Growth
Awareness of/Access to Resources
38% of responses communicated a need for greater access to resources.
“The [Weekend Update] newsletter often includes links that are behind a log-in wall and I don't have access to a log-in or have never been given credentials, so I can't actually view or read the information."
"Wheelchair availability.“
“Would like more opportunities…to learn more ways to use the resources in the [Blank] playroom.”
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Opportunities for Growth
Sense of Community
33% of responses expressed a desire for increased relationship building among volunteers and hospital staff.
“Volunteers in a given area should join to meet every two months or so.”
“Perhaps nurses could use volunteers more…encourage them to use volunteers to help.”
“Most of the other paid staff do not have any interactions with me. They are very busy with their work. They could be more friendly…”
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Strengths of Volunteer Training
Shadow Opportunities
29% of responses noted that the hands-on shadow training proved to be very beneficial.
• "Very thorough explanations and opportunities for job shadowing."
• "The material I was given about your expectations. Hands on training with the staff and NICU staff."
• "Repeated hands-on experience and getting to know the people (to) interact with.“
• “I felt confident in what I was supposed to do after my training.”
Strengths of Volunteer Training
Capable Trainers
23% of responses highlighted the trainers as an asset to their volunteer training experience.
• "Good coaches."
• “Judy Stark trained me, she was a very good instructor."
• "Capable trainer.“
• “Had volunteers training me that had been doing the job for quite some time and were very knowledgeable about the position.”
Opportunities for Growth in Volunteer Training
Scenario Training
27% of responses indicated desire for specific scenario training.
• “Challenging patient encounter practice would be helpful early on (like) how to appropriately communicate with a patient who is deaf.”
• “Hands on training for walking patients....”
Opportunities for Growth in Volunteer Training
Refresher Training
23% of responses stated that relevant refresher trainings would be helpful.
“DEI (Diversity, Equity & Inclusion) refreshers to make sure volunteers are keeping up with changes in this space.”
“We could use a "refresher" now and then and I believe that our volunteer program could be updated annually. This would help both staff and volunteers to best understand volunteer roles!”
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Volunteer Expectations & Objectives
Agreed
When asked if their volunteer objectives and expectations were met, 98% of responses indicated "yes”. 65% of responses attested to feeling fulfilled or needed.
• "Yes, it is just what I need and enjoy."
• "Yes. I feel respected and appreciated when I volunteer."
• "Yes, I feel fulfilled knowing that I can be of help to patients.“
• “Allows me freedom to use my experience to solve problems.”
• “Yes, because I am learning how to better interact with different people.”
• Yes. I have the exposure to health care that I wanted.”
Volunteer Expectations & Objectives
Disagree
3% of responses indicated that their objectives and expectations were not solidly met through their volunteer position.
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"Sometimes gets a little long. I guess I like the three shifts."
• "Don't communicate or meet.”
• “Only downside is the lack (at times) of wheelchairs in good repair and need a few sizes.”
Other Volunteer Feedback
Positive Feedback
When asked if respondents wanted to share anything else that was not already covered, 53% of responses shared specific positive feedback.
• "Excellent program. I'm proud to be a part of it."
• "Wonderful volunteer community to work with.“
• “The respect and appreciation shown to volunteers is just great!”
• "My volunteer job is rewarding!”
Other Volunteer Feedback
Gratitude
29% of responses indicated a distinct a notion of gratitude.
"Thank you, Volunteer Services, for creating opportunities for volunteers AND welcoming us to make a small contribution to a large organization!"
"Just Thank you!"
"Many thanks for your support and care!"
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Survey Feedback
Areas for Growth Volunteer Training Areas of Growth
• Blank Children’s Hospital
o Increased communication
o Increased interaction between volunteers and paid staff
• Iowa Methodist Medical Center
o Greater interaction among volunteers
o Recruiting more volunteers
• Iowa Lutheran Hospital
o Increased communication
o Increased equipment and resources
• Methodist West Hospital
o Continuing education and refresher training
• Blank Children’s Hospital
o Provide annual refresher trainings
• Iowa Methodist Medical Center
o Incorporating scenario training
• Iowa Lutheran Hospital
o Incorporate general refresher trainings
o Ensure volunteers are updated when changes to training occur
• Methodist West Hospital
o Create refresher training
Discussion
• What are you taking away from these results?
• What did you find surprising?
What was not surprising?
Volunteer Services Staff
Takeaways from Results
Training
Reintroduction of Annual Volunteer Education/Training • Fall 2023
Annual Refresher Trainings – Prepare for Annual Hospital Accreditation Survey
• Spring 2024
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Takeaways from Results
Communication
• Reintroduction of VicNet
• Accessible by all volunteers – no “firewall”
• VicNet app that can be downloaded onto phone – easy access
• Houses all newsletters and other key communication
• Availability of printed newsletters and other key communication in Volunteer Services offices
• Volunteer Service Line meetings on each campus throughout the year
THANK YOU, VOLUNTEERS!
Without your passion, talents, and commitment to service, our hospitals would not be able to serve the needs of our patients, their loved ones and our communities.
YOU MAKE A WORLD OF DIFFERENCE EACH AND EVERY DAY!
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