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10-07

Volunteer
Administration
in the 21st Century:
ISOTURE: A Model for Volunteer Management
Courtney Dodd, Extension Program Specialist, Volunteerism
Chris Boleman, Assistant Professor and Extension Specialist
The Texas A&M University System

Volunteers are vital to Texas AgriLife Extension volunteer administrators.


The ISOTURE model can ISOTURE Model
Service, which has the largest volunteer program of
any agency in the state. Mobilizing and organizing
help county Extension I – Identification
agents lead volunteers more S – Selection
a strong volunteer base is essential to Extension’s
effectively, Boyce said. O – Orientation
mission. Because volunteers are used in every
program area of the agency, every county Extension Leadership development T – Training
agent is a manager or administrator of volunteers. vs. volunteer development. U – Utilization
Leadership development R – Recognition
ISOTURE model. The ISOTURE model is a
is a systematic approach E – Evaluation
set of seven steps that a manager can use to help
to teaching people how to
volunteers become more involved and effective.
influence others’ behavior
The steps are Identification, Selection, Orientation,
more effectively. Volunteer development focuses
Training, Utilization, Recognition and Evaluation.
on leading people toward a common goal. Thus,
ISOTURE was first developed as a leadership a successful volunteer administrator must be an
model by Robert Dolan, a professor at North effective leader. Maintaining an effective volunteer
Carolina State University. In 1971, it was introduced staff is a large, continuous task. The ISOTURE
as a strategy for managing volunteers by Milton model’s processes need not be completed in order;
Boyce, the national program leader for 4-H however, each component is important.
Youth Development. Boyce said that the most
effective way to increase the impact of Cooperative
Extension’s youth development efforts is to increase Identification
the number of volunteers in the 4-H program. To do Identification is the process of finding the right
this, county Extension agents must be committed people to fill specific volunteer positions.
Volunteers have many reasons for giving their • Share the volunteer position description
time and resources, including the opportunity with the potential volunteers.
to help others, give back to the community, learn
• Introduce the potential volunteer to the pro-
new skills and meet new people. Volunteers
gram and explain the role of the volunteer.
appreciate knowing that their time is well spent,
that their work is meaningful and that their • Have the potential volunteer complete
commitment is flexible. When identifying the need a Volunteer Interest Form.
for volunteers, the manager should recognize these
benefits and expectations. Tools

The volunteer manager should assess • Volunteer Administration in the 21st


the needs of the program and identify the types Century: Roles Volunteers Play in Texas
of volunteers available, then develop a description Extension, Extension publication D-1451,
of the expectations and responsibilities of a specific which contains:
volunteer position. Once this information is – Volunteer Administration Checklist
prepared, volunteers can be recruited.
– Volunteer Interest Form
Two marketing approaches can be used
to identify potential volunteers:
• Targeted marketing, which involves looking
Selection
for people with specific skills and/or subject Selection is the process of studying the back-
matter knowledge. grounds of potential volunteers and motivating
them to fill selected positions.
• Non-targeted marketing, which involves
looking for people with general skills. This After the potential volunteers have been
approach may also involve recruiting people identified, the volunteer manager should meet
who are already active in the community and with and interview each one. The discussion
may be willing to volunteer with Extension. should include Extension overall, the specific
program area needing volunteer help and the
Anyone interested in volunteering—whether volunteer’s interests, strengths and potential.
officially recruited or not—should complete a The manager should identify the volunteer’s
Volunteer Interest Form, which is available at motivations for volunteering with Texas AgriLife
http://texasvolunteer.tamu.edu/vol-curriculum.htm Extension. No matter who recruited the potential
or from the county Extension agent. This form can volunteer, the county Extension agent should
help determine the potential volunteer’s availability, oversee and coordinate the interview.
previous experience, interests, skills and motives
for volunteering. The interview should also include a discussion
of the position description, including:
When identifying and recruiting volunteers,
the county Extension agent should clearly state • Title of the volunteer position
Extension’s mission and programs and the need • Advisor
for these programs.
• Purpose of the position
Checklist for county Extension agents
to consider when identifying volunteers • Benefits to the volunteer serving in this role

• Identify the needs of the program and • Responsibilities of the volunteer


volunteer roles to meet those needs.
• Qualifications and skills needed (including
• Identify the type of volunteer(s) needed. potential volunteer training needs)

• Develop a position description that outlines • Amount of time required


the expectations and responsibilities of that
• Resources and support available
position.
Place the right volunteers in the right positions
• Recruit volunteers for specific roles through
based on their interests, talents and schedules.
targeted marketing.
Selecting volunteers for a job in which they are
• Identify potential volunteers. truly interested promotes success for the volunteer
and Extension.

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Checklist • The definition of Cooperative Extension:
Cooperative Extension is an organizational
• Screen potential volunteers through
entity of the U.S. Department of Agriculture
background and reference checks.
and the Land-Grant University System
• Review the volunteer interest forms created under provisions of the Smith-
and applications. Lever Act (1914) and subsequent related
legislation. Extension was created as an
• Interview the potential volunteers to learn organic part of the Land-Grant University
more about their skills, interests, motivations in each state to interpret, disseminate, and
and attitudes. promote practical use of knowledge to
• Match the volunteers’ interests, talents improve the quality of life for all citizens.
and time available to the needed volunteer • The legislation that defined the Land-Grant
roles. University: Smith-Lever Act of 1914.
The Volunteer Background Check Form and • The mandates of Cooperative Extension
Youth Protection Standards Rules and Guidelines according to the Smith-Lever Act:
can be found at http://texasvolunteer.tamu.edu/
YPS.htm. Extension publication D-1451, Volunteer – Serve agriculture and the public
Administration in the 21st Century: Roles
– Define agriculture broadly
Volunteers Play in Texas Extension, includes
the Volunteer Application Form. The publication – Enhance human development
is available at the Extension Bookstore,
– Meet local needs
http://agrilifebookstore.org/.
• The roles and responsibilities of an Extension
volunteer as specified in the volunteer
Orientation position description.
Orientation is the process of familiarizing
volunteers with Extension and their new duties. Checklist

Orientation begins with the first contact between • Train and orient new volunteers on the
a volunteer and the Extension staff. The county county program and Extension.
Extension agent should focus on teaching about • Provide opportunities for volunteers to meet
the agency and explaining the ways that volunteers the entire Extension staff.
fit into Extension’s big picture.
• Officially appoint the volunteer to his or her
Volunteers should learn each staff member’s new position.
role in the program and their areas of expertise.
Extension support staff and leading volunteers • Give the volunteer a copy of the position
also should be encouraged to be a part of the description and the resources needed to fulfill
orientation plan so they can provide support and the duties.
resources as needed.
Tools
Further illustrating the importance of orientation
• Volunteer Administration in the 21st
is a 2007 study by Landry Lockett. It concluded
Century: Preparing the Leadership Advisory
that the main skill needed by Master Gardener
Board for Success: Advocacy, publication
volunteer administrators was the ability
E-442. Even though this publication is
to articulate Extension’s mission and goals.
intended for leadership advisory boards, it is
Volunteers need a sense of purpose to see how
an excellent resource for orienting volunteers
their work benefits the organization.
to Extension.
After the orientation, the volunteers should
• Volunteer Administration in the 21st
know:
Century: Preparing the Leadership Advisory
• The mission of Texas AgriLife Extension: Board for Success: Visioning, publication
“To provide quality, relevant outreach E-452. Also written for leadership advisory
and continuing educational programs boards, this bulletin can help introduce
and services to the people of Texas.” volunteers to Extension.

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• “History of Cooperative Extension.” This Each volunteer brings experiences, knowledge
slide show and script can help any new and skills to the program. Volunteer managers
Extension volunteer. It is online at http:// need to be aware of each volunteer’s ability and
texasvolunteer.tamu.edu/vol-curriculum.htm. knowledge, as each has a different set of skills and
rate of growth.

Training Checklist
Training is the process of helping volunteers • Give the volunteer(s) appropriate subject-
develop the skills that will improve the quality of matter training.
their work.
• Offer ongoing training opportunities through
Training helps volunteers develop basic skills a variety of methods, formal and non-formal.
and confidence; it also provides support and
opportunities for personal growth. Volunteers • Provide volunteers with the resources needed
want to learn basic, relevant and meaningful skills to fulfill their responsibilities.
that can be useful in their personal lives. Training Tools
also can help volunteers realize their potential and
recognize the knowledge and skills they already Training tools are listed in the table below.
possess.
The type of and need for training depend on the Utilization
volunteer’s role, experience, skill level and current Utilization is providing opportunities for
knowledge. To ensure that the training programs volunteers to put their knowledge and skills into
are effective for all volunteers, county Extension appropriate action.
agents must develop educational plans that
accommodate all learning styles. After the training, volunteer managers should
give the volunteers opportunities to put their new
It is also important to provide subject-matter skills into practice, regardless of the positions held,
training specific to each program area. For and allow them to work in areas where they are
example, 4-H volunteers need training on youth comfortable and can be successful. A successful
development, and Master Gardeners should be volunteer effort provides a personal feeling of
trained on gardening and horticulture. worth.

Volunteer group Resource


• Volunteer Administration in the 21st Century:Teaching Volunteers to Teach: Learning Styles. Publication
D-1457
• Volunteer Administration in the 21st Century:Teaching Volunteers to Teach: Delivery Methods.
Publication D-1458
• Volunteer Administration in the 21st Century: Roles Volunteers Play in Extension. Publication D-1451
All
• Volunteer Administration in the 21st Century: Understanding and Managing Direct and Episodic
Volunteers. Publication D-1455
• Volunteer Administration in the 21st Century: Managing the Risk Associated with Volunteer Services.
Publication D-1456
• http://texasvolunteer.tamu.edu/
• Volunteer Administration in the 21st Century: Leadership Advisory Boards. Publication D-1452
Leadership Advisory Boards
• http://texasvolunteer.tamu.edu/LABmaterial.htm
• Volunteer Administration in the 21st Century: Program Area Committees/Youth Boards. Publication
Program Area Committees
D-1453
/ Youth Boards
• http://texasvolunteer.tamu.edu/PACmaterial.htm
• Volunteer Administration in the 21st Century:Volunteer Associations and Groups. Publication D-1454
Associations • Master Gardener: http://www.texasmastergardeners.com/
• Master Naturalist: http://masternaturalist.tamu.edu/
• Texas 4-H Program Management System
Club Managers
http://texas4-h.tamu.edu/adults/mgtguide/index.html

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The use of volunteers also involves delegation. Recognition
Give the volunteers challenging tasks that are not
Recognition is acknowledging and rewarding
too easy or too hard. Effectively used, volunteers
sound volunteer efforts. Recognition helps
can extend Extension’s services to clientele, serve
motivate volunteers to stay involved in the
as advocates for Extension and concentrate their
program. Recognition is best built on respect and
time and effort to a specified project. However,
appreciation.
overusing volunteers can result in burnout and
resignations. Recognition comes in two forms: formal and
informal. Formal recognition includes being
Because volunteers need guidance and
honored at a dinner or banquet, being mentioned
supervision, county Extension agents should
in news articles and/or being given special pins,
provide feedback, whether through praise or
certificates and thank-you letters.
constructive criticism. (See the Evaluation section
for more detail.) Expectations should be made clear However, volunteers may think of a dinner as
in the volunteer position description. just one more meeting to attend; these volunteers
also appreciate informal recognition such as a
Delegating responsibilities to volunteers
pleasant work environment, timely information
sometimes causes county Extension agents to fear
about new developments, paid attendance at a
a loss of contact with clientele. A county Extension
training or opportunities to mentor new volunteers.
agent may also worry that the volunteers have more
information than the agent does, which can result Recognition is also provided through feedback
in the agent withholding information and limiting on the job a volunteer is doing, challenging work
the volunteers’ effectiveness. assignments and opportunities to take on new
responsibilities.
However, to be successful, volunteers need to
have current information to share with clientele. Building relationships with volunteers is vital
Volunteers can often relate better to clients and to the recognition process. When Extension
foster closer relationships than the Extension professionals build a relationship of trust and
professional can. County Extension agents must respect for the volunteer, the rewards become more
overcome any resistance to using volunteers and valuable. However, over-honoring a favorite or
continue to provide them with opportunities to two can cause the recognition process to become
serve. meaningless.
Checklist Checklist
• Support volunteers in carrying out their • Recognize volunteers through formal and
responsibilities as outlined in the position informal methods.
description.
• Build relationships with the volunteers.
• Provide them with opportunities to use their
skills and talents and follow their interests. • Provide feedback and support to the
volunteers.
• Train them, and give them opportunities to
apply knowledge and skills. • Be careful not to over-recognize.

• Foster mentoring from other volunteers as Tools


well as professional staff. • Volunteer Administration in the 21st
• Supervise volunteers, providing feedback on Century: A Little Recognition Goes a Long
their efforts. Way—Strategies to Recognize Volunteers,
Extension publication E-416
Tools
• Volunteer Administration in the 21st Evaluation
Century: Roles Volunteers Play in Texas
Evaluation is the process of determining the
Extension, publication D-1451
results of volunteer performance by informal or
formal methods and by giving feedback. Evaluation
helps volunteers obtain the desired results.

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For an evaluation process to be effective, the Tools
volunteers and county Extension agents should
• “Introduction to Evaluation of Volunteers,”
approach it with a positive attitude. Although
http://texasvolunteer.tamu.edu/vol-
not all volunteers need to be evaluated, at times
curriculum.htm
evaluation is a necessity.
• Questionnaire Design: Asking Questions
To effectively measure volunteer performance,
with a Purpose, Extension publication
county Extension agents should use evaluation
E-227.
techniques just as for any outcome program. In The
Volunteer Management Handbook, Tracy Daniel • Keys to Education that Works—Texas
Conners suggests five steps for effective evaluation: AgriLife Extension’s Program Development
Model, publication E-345.
1. Know the questions that need answers. Do
not evaluate just for the sake of evaluating.
Have clearly defined objectives to measure. Summary
2. Plan the information-gathering process. Managing volunteers can bring stumbling
Develop the evaluation method early in the blocks. The volunteers might feel burdened by
process to provide support for the items to be multiple roles or the lack of funding or resources to
measured. fulfill their duties, or frustrated because of “grunt
3. Meet with the volunteers to update them on work,” lack of communication and recognition,
their progress. This could include one-on-one inappropriate placement, underused skills, talents
meetings, group meetings, phone conferences and interests, and lack of training. However, the
or other communication. ISOTURE model can help county Extension
4. Develop an evaluation report that includes agents build and strengthen a volunteer program.
the results. Volunteers help expand Extension outreach and
programming into many Texas communities.
5. Share the results with stakeholders to show
them the progress and successes of the As managers of volunteers within Extension,
volunteers’ efforts. county Extension agents must become volunteer
Three types of evaluations are commonly used administrators. Volunteer development is a
when working with volunteers: continuing process. Extension cannot achieve its
goals without a strong volunteer program.
• Process evaluation allows the volunteer
administrator to evaluate the volunteer’s For more information on volunteer management
experience. This type of evaluation measures in Extension, please visit http://texasvolunteer.
satisfaction, the hours provided and the tamu.edu/
resources needed by the volunteer.
• Outcome evaluation measures the changes Resources
the volunteers have implemented based on Boyce, V. Milton. “A Systematic Approach to Lead-
what they have learned or practiced. These ership Development.” Presented to county and
include teaching others, using the appropriate area 4-H youth agents conference (PA and MO).
teaching methods, practicing proper Publication: Extension Service, USDA (4-H-5),
parliamentary procedures and managing 1971.
other volunteers.
Conners, Tracy Daniel. The Volunteer Manage-
• Economic impact shows the monetary value ment Handbook. John Wiley & Sons, 1995.
that volunteers offer to communities. Most
of the time, this is what their wages would Fisher, James C. and Kathleen M. Cole. Leader-
have been if they had been paid for their ship and Management of Volunteer Programs:
work, but it could be more. For example, A Guide for Volunteer Administrators. Jossey-
during a countywide cleanup day, volunteers Bass, 1993.
clean trash and litter from highways. What Lockett, Landry. “Competencies, Benefits and
does that save the county in terms of hiring Limitations for Master Gardener Coordinators:
individuals to clean the community? A Delphi Technique Involving County Extension
Agents in Texas.” Dissertation, Texas A&M Uni-
versity, 2007.

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Produced by AgriLife Communications, The Texas A&M System
Extension publications can be found on the Web at: http://AgriLifebookstore.org

Visit the Texas AgriLife Extension Service at http://AgriLifeextension.tamu.edu

Educational programs of the Texas AgriLife Extension Service are open to all people without regard to race, color, sex, disability, religion, age, or national origin.
Issued in furtherance of Cooperative Extension Work in Agriculture and Home Economics, Acts of Congress of May 8, 1914, as amended, and June 30, 1914, in
cooperation with the United States Department of Agriculture. Edward G. Smith, Director, Texas AgriLife Extension Service, The Texas A&M System.

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ISOTURE

Write the ISOTURE step beside the correct definition.

1. ________________ The process of acknowledging and rewarding sound volunteer efforts.

2. ________________ The process of stimulating and supporting volunteers’ efforts and developing the skills
that will improve the quality of their work and enable them to be successful.

3. ________________ The process of familiarizing volunteers with Extension and their new duties.

4. ________________ The process of determining the results of volunteer performance and giving feedback.

5. ________________ The process of finding people who have the skills essential to fill specific volunteer
positions.

6. ________________ The process of providing the opportunity for volunteers to put their knowledge and skills
into appropriate action.

7. ________________ The process of studying the backgrounds of the potential volunteers and motivating them
to fill the volunteer positions.

Word bank
Identification Selection Orientation Training Utilization Recognition Evaluation

Don’t look at the answers until you’re done!

7. Selection
6. Utilization 5. Identification 4. Evaluation 3. Orientation 2. Training 1. Recognition

Answers:

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