How do you begin to analyze a new recruit's soft skills? Below are several points of engagement to consider.
And, it is important to remember that Volunteer Coordinators do not work alone. When wrestling with whether someone has the soft skills required, coordinators can seek guidance from other staff members, especially those serving in the Human Resources role.
Personal interviews / gut feelings
Hospice Volunteer Coordinators generally interview recruits initially prior to orientation, helping weed out those that don't seem to be a good fit for the program. This determination can be based on many factors, such as how interview questions are answered or the feeling you get from the person. It can be quite subjective. Although difficult, it can be wise at times to turn someone away. When that happens it can be helpful to offer alternative types of volunteer work available in your community. Someone may not be right for hospice, but would be a good fit for other organizations.
Also, final interviews can be an important last step in the orientation process, one more opportunity for assessment before new volunteers can serve.
Referrals
Most programs ask new recruits for referrals. Referrals are often selected because they will give a positive review, but it is important to contact them anyway. A referral may provide information that helps determine whether the individual has the soft skills needed to perform the role.
"Reflection" questions from our Workbook
If you are not familiar with our Workbook, we include not only True-False academic type questions for each topic, but also a set of short answer "Reflection" questions that help the Coordinator get a better feel for the person, what they are thinking and how they might respond in the field. These questions allow everyone to share, unlike class settings where a few students often take over the discussion.
Follow-up as part of the orientation process
No matter how you structure your Orientation's form of presentation (on-line self-study or class lecture/presentation), follow-up is important as an opportunity to discuss and delve into the topics presented, as well as to continue to assess soft skills. It is always important to follow up face to face, whether individually or in group settings. Follow-up provides an excellent opportunity to: further get to know the person; determine whether they understand important concepts; and assess whether they possess the soft skills desired.
Mentoring / Shadowing
Some programs ask new volunteers to shadow experienced persons or be part of a mentoring program prior to receiving a first individual assignment. This can be one additional opportunity for assessing an individual's soft skills and whether they will be an asset to your program.
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Volunteer recruitment is vital. Screening of the recruits is essential in order to feel confident in who they are, how they express themselves, and how their soft skills measure up to your needs.
Screening can be much more than an initial interview, but can take place at different points of engagement throughout the entire orientation process. If Coordinators remain mindful of "soft skills" needed, he/she will be better able to assess whether a volunteer in training not only understands important hospice concepts, but whether they possess the "soft skills" needed for the role.
Hospice volunteers work with an extremely vulnerable group of people. Therefore, the better the screening, the better chance of choosing volunteers that will provide the best possible experience for patients and families alike.
I hope these ideas provide food for thought as you strive to recruit and select persons who will provide uplifting support for your people.
Until next time,
Pat