Supervision + Evaluation
Objectives and Purpose of HRI's Evaluation Procedure The objectives of HRI's Volunteer Evaluation Procedure are the following: To measure the quality of the volunteers' experience within HRI To identify the impact that the volunteers have on HRI To identify areas in our volunteer program that may need improvement To improve the volunteers' experience at HRI To improve the quality of the volunteer programs based on performance improvement
This evaluation procedure is based on the premise that most volunteers want to do the best job that they can. Regular supervision is crucial to determine if the volunteer needs extra support, to discuss the volunteer's work, to determine if the volunteer would like to expand or change what s/he is doing, and if they need more training. Volunteers will have periodic evaluation sessions to review their work, which will be used to review the performance of the volunteer, to suggest any changes in the way the work is performed, to ask the volunteer for suggestions to HRI for improving the volunteer's experience, to convey recognition and appreciation to the volunteer, and to assess and ensure the continued interest of the volunteer in serving that position with HRI. Volunteer Program Coordinator The function of the Volunteer Management Department is to provide effective management through the direction and assistance of staff and volunteer efforts The Volunteer Program Coordinator serves as a central coordinating point for the HRI Volunteer Program. The Volunteer Program Coordinator manages the reference materials, information and overall organization and execution of the volunteer program. The Volunteer Program Coordinator is responsible for planning for effective volunteer utilization, and for identifying creative and productive roles for the recruited volunteers. Volunteer Supervisors Each volunteer that works for HRI will have a supervisor who is responsible for the direct management, supervision and evaluation of that volunteer. This supervisor is responsible for the day-to-day guidance of the work of the volunteer, and is available for consultation and assistance with the volunteer's work. Volunteers and paid staff are considered to be complementary partners in implementing the mission of HRI. Lines of Communication HRI staff will make every effort to communicate the complexity and time commitment expected of each volunteer assignment, to respond promptly to calls or emails from the volunteer, and to provide resources to the volunteer. If a volunteer feels that there has been a miscommunication of their expectations, they should express these concerns to their supervisor and/or the volunteer coordinator. Absenteeism If a volunteer needs to cancel an assignment, s/he should do so as soon as s/he knows s/he won't be able to make it, in order for HRI to make all the necessary arrangements. If a volunteer does not show up more than once to an assignment without notice, the volunteer may be removed from the assignment at their supervisor's discretion. If the behavior continues, the volunteer may be terminated. Substitution When a volunteer needs to cancel an assignment, HRI will take the initiative to reschedule if possible. If that is not possible, HRI will make all the necessary arrangements for a substitute volunteer for such assignment. Evaluations Standards of performance and evaluations are based on the volunteer's job description as outlined in the Work Plan. Evaluations are created as an opportunity for two-way communication between the volunteer and HRI to ensure stellar service delivery to our clients. Initial Evaluations Certain volunteer programs require unique skill sets and/or higher levels of time commitment. An initial evaluation may be performed to ensure high service delivery and to open communication between the program manager and the volunteer about the duties of the assignment. Formal Evaluations Formal evaluation sessions will be carried out by the volunteer's direct supervisor. Knowing what will be evaluated in advance can help the volunteer perform their tasks with greater success. The frequency of formal evaluation sessions shall be as follows: Interpreter and translator volunteers - after 3 (three) to 6 (six) assignments; Mentor volunteers - after 1 1/2 (one and one half) months of volunteer work, or once they have completed ½ (one half) of the mentor program; Pro bono volunteers - in the middle of their assignment; Intern volunteers - in the middle of their internship; Physician volunteers - after each assignment.
All volunteers regardless of program will be evaluated based on the same factors. These include punctuality and preparedness, interaction with staff, clients and other volunteers, quality of effort (enthusiasm and consistency), and work product (complemented HRI's mission). Informal Evaluations Informal Evaluation Sessions will be carried out at the end of the fiscal year in by an uninterested party that will randomly select at least one volunteer from each one of the volunteer programs. The person that carries out the informal interview will have a list of open questions that have been created by the Chief Executive Officer and the volunteer coordinator. Some of the questions that may be asked during the informal evaluation session include: What have you enjoyed the most/least about your volunteering over the last 6 months/year? What do you consider to be your strengths/weaknesses? Do you require training? What was your aim/reason for volunteering, and have you achieved this? What improvements/volunteering opportunities would you like to see within HRI?
The goal of the informal interview is to give the volunteer the opportunity to discuss their experiences, identify any training needs that they may have, and explore how their role could be developed or tailored to suit their changing needs and the changing needs of HRI. This is not an appraisal of you as a volunteer, but is an opportunity for you to provide feedback to HRI. Volunteer Feedback All volunteers will be given the opportunity to provide HRI with anonymous feedback at the end of each fiscal year. Volunteer supervisors will also give volunteers feedback on how they are doing, as well as suggestions on how to improve their performance. It is important for volunteers to receive feedback from their supervisor at regular intervals. This will be more frequent when the volunteer starts (monthly for the first 6 months) and then it will be at least twice a year. Training Evaluation Any volunteer that receives training should have the opportunity to provide feedback about their training experience to HRI. A Training Evaluation Form will be provided in order to measure the training effectiveness. Exit Interview. When volunteers leave HRI, they must have an evaluation session of their experience. The Exit Interview will be carried out by a person other than the volunteer's direct supervisor. This session allows the volunteer to give feedback on why they are leaving, to make suggestions on how to improve the position, and possible future availability to volunteer at HRI. Corrective Actions In situations that call for it, a correction action may be taken following an evaluation. Some examples for corrective actions are the requirement of additional training, the reassignment of a volunteer to a new position, the suspension of a volunteer or the dismissal from volunteer service. Dismissal of a Volunteer HRI is invested in the success of its volunteers. In the unfortunate event of a volunteer/program mismatch, HRI will work to reassign or retrain the volunteer. However, there are some instances where corrective actions are not adequate and dismissal of the volunteer becomes necessary. If a volunteer does not follow and adhere to HRI's rules and procedures and/or does not perform the tasks assigned to him/her in a satisfactory manner, HRI may terminate its relationship with him/her. All volunteers may have the opportunity to have an exit interview in which they can discuss the reasons for the dismissal with their supervisor. The possible grounds for dismissal may include, but are not limited to the following: theft, working under the influence of illegal drugs or alcohol, possession of illegal drugs, disruptive activity, fighting, threatening violence, insubordination or other disrespectful conduct, unsatisfactory performance or misconduct, lying, sexual or other unlawful or unwelcome harassment, excessive absenteeism or absence without notice, unauthorized disclosure of business or confidential information, violation of personnel policies, unauthorized use of telephones, mail system (including email), or other HRI owned equipment.
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