Transcript Slide 1

AARP Tax-Aide Volunteer
Recruitment System
Phase 2
Training for New Users
October, 2010
AARP Tax Aide
Today’s Agenda
•Prospective Volunteer System Objectives and Goals
•Volunteer Prospect Recruitment Initial Process Findings
•Initial Season AARP Volunteer Recruitment System Review
• Experience and Results
• Prospect and Volunteer Leader Survey Results
• “What’s New /What’s Not” System Review
• Recruitment System Phase 2 Overview and Training
• Prospect Information and Email Notifications
• Introduction to the AARP Tax-Aide Volunteer Portal
• Prospect Information Routing
• Reviewing and Statusing Prospective Volunteers
• Adding/Application of Local/State Prospective Volunteers
• Activity Summary and On Line Reports
• Training and Communications
• Next Steps for Accessing the System and Volunteer Portal
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Objectives and Goals for
the Recruitment System
•Increase the number, skill and diversity of Volunteer Prospects
• Nationally and locally
•Reduce cycle time from prospect self identification to PVC/SC/DC
receipt and through the prospect interview and assessment process
• Prospect receipt and assessment workflow, process tracking and
response time
•Improve the ease and options for prospects to apply and become
part of the program
• Including 7x24 direct internet access
•Improve leadership reporting and business intelligence
• Outreach, marketing, diversity program success statistics, analysis
•Reduce Volunteer and Staff administrative workload
• Work reduction for SCs, ADSs, Instructors, DCs, PVCs, PCSs
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Volunteer Prospect Process
Don’t Change
Most Requested Improvements
1.
2.
3.
4.
5.
6.
Get Prospects to PVC/DC faster
More accurate and complete
contact information (phone, email)
Better qualified prospects,
assessment, screening
Provide program
requirements/information at the
front of the process
New/improved Leadership reports
–
Source, number of prospects,
number of successes, drop out
by reason, stats by District,
timeliness of response
Reduce late season applications
(after mid December)
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1.
2.
3.
4.
District interview
National “funnel”/initial contact
Integrated national and local
marketing and publicity
Local initiatives and outreach
4
Last Season
Experience and Results
•
Volunteer prospects identified and processed through the Volunteer
Recruitment System totaled over 7,000
– 50%+ increase in prospects from 2008
•
Prospects appeared to have the necessary background and skills
– Technology, internet, computer, educational levels, professional employment, tax
preparation skills and experiences are similar to or higher than current Volunteers
•
Prospects exhibited some important differences from the predominant profile
and demographics of current Volunteers.
– Tended to be younger, more ethnically diverse, use other than AARP sources to
learn about the program, are more likely to be still working, more available on
weekends/nights and have less previous volunteer experience
•
Despite some initial browser and registration issues, over 75% of Volunteer
Leaders found that system was easy or somewhat easy to use
– At or above system implementation benchmarks
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Recruitment System Prospects
are Only Part of Total New Volunteers
8000
7106
7000
6000
5402
5000
4000
3000
2000
1604
From recruitment
system
Other
Total 2009TS New
Volunteers
1000
0
"New Volunteers"
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Prospect Survey Summary
• Had a significant overall response rate of 32%
• What We Learned
– Pros:
• 91% rated the online application as Very Easy or Somewhat Easy
• Most new volunteers (over 80%) plan to participate next year
• Of those who became volunteers, their overall experience
(application, training, working as a counselor) was excellent
• Potential untapped resource – 51% of prospects who were not
offered an assignment would have worked as an administrative or
fundraising volunteer
• Local efforts are bringing in quality, skilled, experienced volunteers
who mirror the current volunteer profile, demographics, schedule
preferences
• Potential untapped resource - 57% of prospects who were not
assigned were willing to reapply in the coming season
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Prospect Survey Summary
• What We Learned
– Concerns:
• New Volunteers wanted to have higher tax preparation readiness
after training was completed
• Concerns raised about training both new and experienced
volunteers in the same classroom setting
• Prospects who did not become volunteers had a different
experience than those who did – less positive impression
• Potentially due to assessment communication or process failures
• Lack of timely contact (within 7 days of application) appears to be a
significant driver or indicator of “unsuccessful” recruitment
• Longer time between prospect self-identification and volunteer
leader contact made it less likely for that prospect to become a
volunteer
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Length of Time Between Applying and Initial
Contact w/ Volunteer Leader
*71% were contacted
within 7 days
*35% were contacted
within 7 days
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2010 Survey of
System Users
• High survey response rate from Volunteer leaders that used the
Volunteer Recruitment System
• The majority of feedback from volunteers was positive
• 76% found the new system “Very Easy” or “Somewhat Easy” to use
• Nearly 70% of those surveyed had more than 5 prospects come
through the system, many Volunteers Leaders had > 20 prospects
• 82% thought that the information they received from the web
application was useful
• Many volunteers are unaware of system reports, but showed interest
in utilizing them and needing more reporting visibility
• DC’s utilized the recruitment system more than any other Volunteer
title
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What Isn’t Changing This Season
• What Remains the Same This Season
–
–
–
–
–
–
Application questions and requirements
Applicant Information Routing and Review
Statusing of Applicant Review Activity
Workflow Management and Monitoring
Email notifications upon application, final statusing to prospects
Email notifications to Volunteer Leaders upon application receipt and
upon routing to other Volunteers (DCs)
– VMIS Reports and one step new volunteer assignment
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What’s New with
Volunteer Recruitment
• WHAT we are doing this season
• Improved registration process/success rate through reduction of
browser compatibility issues, registration identification and database
synchronization
• Ability to register new prospects locally through “same” application form
• Additions to “Prospect Status/Routing” page to enable visibility to all
prospect records by Volunteer Leaders for all prospect status
• New, optional “Activity Summary Page” and on line reporting to track
“final prospect status” through assessment, training and assignment
process by Split State, District, Prospect level
• Redesign more user friendly, easy to navigate through Volunteer Portal
• On boarding /Off boarding process analysis through end of season
surveys, possibly to Split State level
• Expand access to additional titles (through Portal access)
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Prospect Information / Use
• Prospect Application
– The five following screens demonstrate the on line volunteer prospect
application
• Can be accessed via a link at http:
www.aarp.org/money/taxes/info-2006/volunteer_aarp_tax_aide.html
– There are some required fields
• Including all contact information fields and source data
– All information which the prospect enters will be available in the
Recruitment System and in VMIS
• What a prospect receives
– Once a prospect has completed the web form, they receive an email
message that thanks them for their interest and gives them a contact
email address (at National office) to use for additional information/help
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Email Notification to
Volunteer Leader
• When a prospect volunteer submits an application the PVC will
receive an email notification
– Routed to the email address present in VMIS
– ADS and SC will be copied
– A URL link will in the body of the email that will take the PVC, SC or
ADS to the system registration page
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Introducing the AARP
Tax-Aide Volunteer Portal
• In response to previous browser issues and increasing demands to
provide more information, more access to more Volunteers, AARP
has developed a single access “Volunteer Portal”
– To eventually be utilized by all Volunteer organizations at AARP
– The AARP Tax-Aide Volunteer Recruitment System will be the first
AARP Tax-Aide system to utilize “Portal” functionality
• Core Volunteer Team testing, experience has been very positive
• By mid-October all Volunteer Recruitment System access will be through the
Portal
• Existing Recruitment System Volunteer users should be able to use their
current sign on and password to gain access to the Portal
– Additional ARRP Tax-Aide system applications and access to the Portal
will soon follow
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What is the AARP Tax-Aide
“Portal”?
A web-based and centralized access point that provides:
• Single, secure access to all AARP Tax-Aide Volunteer System information,
applications, systems, databases and reporting
• Available 7x24 from any internet connection
• Major internet browsers tested, MACs interfaced successfully
• No need for specialized VMIS access or access beyond the AARP
“Firewall”
• Personalized access and presentation for information, applications,
databases and reporting based on the individual volunteer title and other
profile information
• Simplification and consistent presentation of the forms, tools and interfaces
used for data entry, search and reporting
• Access to centralized program communications
• Standardized and automated workflow/tracking
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Today – Multiple Sources, Access
Forms, Manuals
and Other Info
Site Activity
Reporting & Site
Information
Management
Extranet
Access AARP
VMIS
E-Mail, Fax, Snail Mail,
Telephone – Expense
Statements, Order
Forms, Inquiries,
Communications
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The Future…
Single, Secure and Personalized
Access to Everything a Volunteer Needs
Forms,
Manuals,
Communications
Interfaces
Workflow
& MORE!
Recruitment System
VMIS
Order Form
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AARP Tax-Aide Volunteer Portal
Training Webinar
Getting Started…
Log on to
https://volunteers.aarp.org
If you’re a New User and
need to register your Profile,
click on the “Register Now”
link on the Portal homepage.
For subsequent visits, you
will use the “Registered
Already?” link
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Registration and
System Access
Click on “New
Portal Users –
Register Here”
This screen will
appear
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Next, you’ll
be taken to
the “Profile
Created”
screen
confirming
your new
registration
has been
accepted.
To login to
the Portal
click
“Proceed to
Login” now.
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If you’re already
registered in the
Portal, as you enter
the Volunteer
homepage, click on
the “Already
Registered? Login
to Portal” link to
enter the Portal.
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From here,
enter your
Login
information
and click
“Login” to
enter the
Portal.
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At any point
during your
session within
the Portal, you’ll
see this
information with
your Name that
gives you
options at any
point to “Update
Profile” (see
form at right to
do this). Click
“Update” when
done to confirm.
You can also
“Logout” when
your session is
concluded.
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Now you’re in!
You have all of the
expanded
functionalities the
Volunteer Portal has to
offer, just a click away.
See the listing of all
available systems and
links on the menu at
your left labeled “My
Preferences.”
This menu is
determined based on
the “role designation”
of the individual user
as determined by
VMIS data. What you
will see may be
different based on
your title or required
functionality.
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Under “Recruitment”:
You will have three
Recruitment System
options, two of which
are new this season:
- Add Prospective
Volunteer
- Review Prospective
Volunteer
- Activity Summary
First we will focus on
the “Review
Prospective Volunteer”
functionality
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Applicant Information Routing
Applicant information will automatically be routed to the AARP TaxAide organization consistent with the zip code provided by the
prospect
• All applicant information provided
• Initially accessible by the Split State PVC, ADS and SC
At times, or depending on local procedures, an applicant may need to be
routed to another volunteer leader or area
• There are two options available for this routing
1. Route to District Coordinator or other identified Volunteer within your Split
State organization
• Available directly on the applicant information screen
2. Route to a different Split State organization
• Also available on the applicant information screen
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By selecting “Review
Prospective Volunteer”
under “My
Preferences” the list of
prospective volunteers
received in your state
or area will be
displayed.
You will note that you
can now define what
prospective volunteer
“status” you want to
see.
The default status is
“All” which will display
all of the prospective
volunteers regardless
of status.
You can define what
status you want to see
by clicking on the drop
down arrow. You will
note that six different
prospective volunteer
status can be selected
for viewing:
-All
-In Progress
-Approved
-Rejected
-On Hold
-Pending Approval from
DC
By clicking on any
status, selecting the
“Filter” box you can
customize what
prospects are shown
Here we are looking
for prospects in an
“Approve” status.
You can always see
and view all your
prospects regardless
of their status.
Also note that each
page has a print
“button” that can be
clicked on to print the
page.
Similar to last
year, there are
also orange “i”
buttons
throughout the
application.
These buttons
can be “clicked”
to display
explanations of
the term or
transaction.
Here the “Status”
is defined and
displayed.
It is also possible to
sort every column in
different ways to
view the information
the way you want.
By clicking in the
shaded box you want
to sort, you will see
an “up” button that
will sort the
information in
ascending order and
click again to see a
“down” button that
will sort the
information in
descending order.
It may be useful to
use this function
when you are
reviewing state level
information.
To review a
prospective or view
their application
information simply
click on their name.
The name will be
highlighted.
Similar to last year
all of the
prospective
volunteer
information from
their application is
displayed.
You can also route
the prospective
volunteer to a
different split state
on this page.
Similar to last year
you can also route
the prospect to
District Coordinator
or other identified
Volunteer and/or
status the prospect
on this page
To route the
prospect to a
District Coordinator
or other identified
Volunteer for review
simply click on the
name you want to
route the
information to.
Note that this year
Volunteers with
other titles can also
be included in this
list and will be
displayed here.
Contact the
National Office if
you have
volunteers that
need access.
If you wish to status
this prospective
Volunteer, simply
click on “Yes” radio
button.
You will have a
variety of status to
select.
Simply click on the
status you want
and select on
“Submit”
This prospective
volunteer status will
still be seen on
your “home” page.
Applicant Information Review
• To review the applicant information and status of the review of the
prospect’s application, it is a simple “one click” activity
• Simply click on the name you want to view
• Perhaps filtering by the “status” you want to see
• Approve – Prospect is approved to become a volunteer and can be
scheduled for training, all assessment activity is completed
• In Progress – Activity to assess prospect is underway but is not yet
complete. For example, we are having a problem reaching the applicant
or more information is required
• On Hold – Activity to assess the prospect is complete but you want
to put the decision on hold until next season because no positions are
available or the volunteer will be out of the area during the season
• Reject – Assessment is complete and the prospect will not become a
volunteer
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By clicking on the “i” buttons
definitions for each status.
This may help if you are
unsure of what status to
select.
Automatic Email Notification
• Automatic Emails will be generated during key process steps
• Applicant notified after activity status input into the system
• Approved – Applicant notified of approval and that they
will contacted for future training
• Reject – Applicant notified and message concerning
additional volunteer opportunities (“Create the Good”)
notification sent
• On Hold – Applicant notified of status and future
opportunity
• “Re-routing” status to a new state/split state
• Similar notification message to District Coordinator or
new Split state PVC, SC
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New this year is a
local application
option that is
available to all
system users.
By selecting “Add
Prospective
Volunteer” on the
home page, you
can access an
application that
exactly the same as
that provided on the
aarp.org site.
If you recruit locally
this can be a
valuable tool to
collect information
and reduce
administrative
workload.
There are only nine
required entries,
the remainder are
optional (although
almost 90% of
prospects supplied
information on all
questions)
If you forget or skip
a required field a
explanation sign
will pop up. By
clicking on this you
will see an
explanation of what
information is
needed.
As requested, new
“on line” reporting
and tracking of
Volunteer
Prospects beyond
the assessment
stage (training,
testing and
assignment) has
been developed.
Utilization of this
functionality is
optional and can be
customized for local
use by local
Leaders.
Click on “Activity
Summary” to
review summary
reports of prospects
in your area. Totals
for each District will
display.
The status codes
for each prospects
come from two
sources:
-Automatic status
results from Leader
statusing in the
Recruitment system
(Application
Submitted, Routed,
Approved,
Rejected)
-Optional status
occurs after the
prospect is
approved to move
to training and
testing (Did not
complete testing,
Did not pass test,
Did not accept
assignment, Other)
Optional
status
codes input
locally
Automatic status
results from
system inputs
Clicking on the DC
displayed will
produce an on
screen report of all
prospects within the
District (including
those not yet
“routed”).
The check marks
indicate positive
statusing.
To further status a
Prospect (with
optional coding)
simply click on the
prospect name.
The name will be
highlighted.
An optional status code
“box” will display. You
can select as many or
as few as you wish.
Note that you also
provide additional
notes (for analysis or
tracking purposes)
under “Other”
Click “submit” to save
the information to that
prospect’s record.
The record will then
be updated at each
level (District and
State totals)
This type of
information can
provide an accurate
depiction of
volunteer
recruitment and the
reasons for
prospect “losses”.
This can help future
planning and
improvement
strategies.
AARP Tax-Aide System
Access and Registration
•
•
Access and register on the AARP Volunteer Portal utilizing the link:
– https://volunteers.aarp.org
Register with your current Volunteer ID, email address from your VMIS
record
– If needed you can get this this information from your ADS or Volunteer Leaders
•
•
Click on “New Portal Users” on top of page, proceed to Registration page
If you want, utilize your existing email address and password you use to
access the current Volunteer Recruitment system
– It is recommended to use your current password (Six characters, one
alphanumeric)
•
•
Utilize the same link in the future to return/use the portal
Communicate issues/problems to the Help Desk or your Senior Field
Support Associate as per the “Volunteer Portal Support Guide”
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Recruitment Management
Recommendations
•
To maximize the use of Volunteer Prospects to serve increasing
communities of need in your area
– Register for and become familiar with the Recruitment System and Portal tools
– Ensure other Volunteer Leaders in your area also utilize the system
– Respond to prospect applications as quickly as possible and communicate to the
prospects to acknowledge their application (see the DC Guide for more direction)
• Utilize the “home page” “filter” of pending prospects by application date to
identify delays
– Decide on how best to utilize “optional” status and reporting within your state or
district organization
– Consider an outreach program (via email, phone or mail) to last season’s
unutilized prospects as a recruitment source
– Consider utilizing prospects available on night and weekends to expand services
to new communities of need
– Offer prospects that cannot perform as counselors other administrative positions
– Attend “Reporting and VMIS” training webinars as needed
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