MINUTES IVISOC: MEETING 4 (UK) LONDON

Present: Malcolm Fisk Insight Social Research Ltd (Chair Day 1) Hayley Fisk Insight Social Research Ltd Eddy McDowall Health & Social Care Partnership (Guest Day 1) John Eversley ppre CIC (Chair Day 2) Janet Fleming ppre CIC Belinda Pratten ppre CIC Nikolaos Avramidis Kilkis SM Eleni Nikolaidou Kilkis SM Triantafyllos Tsaridis Kilkis SM Rodoula Mouratidou Kilkis SM Nicolas Philippou PASYKAF Francesco Mangiaracina Prometeo 2000 Leonarda Mangiaracina Prometeo 2000 Salvatore Filella Eur.adi.po.net Agnese Filella Eur.adi.po.net Raffaella Mori Eur.adi.po.net Francesco Cuoghi Eur.adi.po.net Florin Viorel Gavrilescu OAGMAMR Dolj Stefan Valentin Radu OAGMAMR Dolj Madalina Florentina Madilescu OAGMAMR Dolj

DAY ONE 6 TH SEPTEMBER 2012

1. Introduction: Participants were welcomed to the meeting. All introduced themselves, their organisations and, where applicable, brief information regarding their volunteering activities.

2. Minutes of previous meeting: These minutes had been previously approved by partners. One matter arising was the fact that, in focussing on good practice, we may have overlooked some of the lessons to be learnt from bad practice. It was agreed that in our various presentation we should give some attention to the latter. Salvatore (Eur.adi.po.net) suggested that the term bad practice was too negative for this project, and that we should focus on good practice. 3. Update on the website Francesco (Prometeo 2000) reported on a number of changes to the website (per the previous meeting) and informed partners of their new passwords and user names, these being: Insight Social Research Ltd uk.isrl Insight Social Research Ltd ivisoc.isrl Ppre CIC uk.pprecic Ppre CIC ivisoc.pprecic Kilkis SM greece.kdek Kilkis SM ivisoc.kdek PASYKAF cyprus.ca PASYKAF ivisoc.ca Eur.adi.po.net italy.euradiponet Eur.adi.po.net ivisoc.euradiponet OAMGMAMR Dolj romania.oamg OAMGMAMR Dolj ivisoc.oamg The website address was noted as www.grundtvig-ivisoc.org . It was now possible to upload images, articles, etc, but not (yet) interact in the forum. Some changes have been made to the main page. There is an opportunity to translate this page from English into partner languages, if required. Francesco asked that partners should inform him of appropriate links with their up-to-date website addresses, as not all are currently working. With regard to Greece and Romania a test will be scheduled to assess the problem. 4. Presentations:

Presentations were made by partners in respect of the recognition theme of IVISOC. The emphasis in all presentations was on what made good practice but there was some pause to reflect (to some extent) on bad practice. ppre CIC: Belinda Pratten Belinda drew on a case study that worked with people with people who had learning disabilities. What was particularly distinctive about this was the fact that the people with learning disabilities were volunteers in their own right, giving their time freely to worthwhile activities. Key issues / questions highlighted included o what makes people volunteer? o The idea of peer volunteering (indicated above) o the extent of bureaucracy (form filling etc) and its effect on recruitment o the importance of volunteers feeling valued o the integration of volunteers within organisations o the importance of volunteers not being seen as free labour Insight Social Research Ltd: Malcolm Fisk Malcolm outlined a project in the heart of The Valleys (South Wales) that recruits Community Health Champions to sign-post people (family, friends, neighbours) to the right kind of information about health. This project is different because it engages with people in new ways in order to impact on issues of poor health and from the bottom-up the idea being that (e.g.) local people are more likely to respond and relate to each other in familiar settings than to a professional with an instructive approach, creating: o a shared vision *that aims to break away from conventional approaches to service delivery o a growing imperative *around healthy, vital and sustainable communities o a light touch approach *sensitive to and responsive to individual need and circumstance o a recognition *of the appropriateness and power of word-of-mouth involving peers o a behaviour change *through information, motivation and belief o a know-how *that encourages engagement through the creation of accessible opportunities The key problem for the CHC programme is in volunteer retention (rather than recognition), and currently the health board are evaluating the CHC process to assist in shaping the programme to extend beyond its current boundaries, and to invest appropriately in the Champions. OAMGMAMR Dolj: Madalina Marinescu / ELSA Madalina drew on an initiative concerned with volunteering as a student solicitor. This is a popular activity which many student use as a step up in their careers and professional development and the biggest incentive is job opportunities at the end. She presented the dos and donts in the volunteering process from this perpective, and outlined how volunteers are valued:

o o o o o

training and work placements with powerful people volunteer of the month awards debating in court settings to gain experience promoting freedom of mind events, socialising and parties for volunteers

Eur.adi.po.net: Raffaella Mori Raffaella told the story of a gentleman who had benefitted from volunteering and relayed the appreciation that he had felt in terms of it having had a positive impact on his life. It was both nice and heart warming for the partners to hear an on-the-ground perspective that demonstrated the true value of volunteering and the level of human empathy involved. PASYKAF: Nicholas Philippou Nicholas took a broad view of volunteering that pointed to the need for proper systems to be in place drawing on the experience of PASYKAF in harnessing the energy of volunteers to support people with cancer. A wide range of key issues / questions highlighted included o the importance of support for volunteers o the need for options by which volunteers can be engaged in different ways o the reluctance of some people (as volunteers) in context of sickness o some distinctive issues for ex-pat British people living in Cyprus o the capacity of volunteers and how organisations can tap in to this Particular insights were offered in relation to the recruitment process with regard to events, training, etc. and the rate of drop-out; and then sustaining volunteer involvement through events and different forms of recognition (discussed more extensively later in the meeting). Nicolas also reported that PASYKAF was already changing practices in response to IVISOC project findings and so the project is already having an impact on the lives of volunteers and is generating a know-how among partners. PASYKAF is currently looking at how best to develop tools to assist in the recognition of volunteers. For recruitment and retention of volunteers, partners suggested that a core group of questions be developed to assist with this, supported by dip-in-and-out questions which are relevant to PASYKAF. Nicolas said that PASYKAF would like to develop a feedback questionnaire tool for volunteers and was happy that this was probably the most appropriate method for his organisation, but the framework could be loose. With regard to poor practice, overall the presenters noted this as the converse of what they saw as good practice. Bad practice would, it was considered, leave volunteers (or potential volunteers) as poorly informed, as unsupported, undervalued and possibly isolated from the organisations to which they were linked. Overall it was reaffirmed (and reflecting some of the issues relating to bad practice) that the project should seek to ensure that the volunteer voice was recognised as well as taking account of the

experience of partner organisations as users of volunteers as it progressed towards its key outcomes around a framework / code for employers and volunteers. 5. Guest: Eddy McDowall / Health & Social Care Partnership Eddy gave a key presentation regarding volunteering in the UK and related this to the new policy context. Key to this is the understanding of the present UK governments endeavours to stimulate more community endeavours, including volunteering, as part of the notion of a Big Society. The corollary of this was a reduction in the role of government institutions. He pointed to a London example of the Unity Kitchen as an appointed catering supplier that provides employment and apprenticeship opportunities for people with learning disabilities. Key issues / questions highlighted included: o the extent to which voluntary / community organisations could or should be involved in running (e.g.) social care services o the way in which statutory bodies may stimulate voluntary / community activity o the rules, standards and red tape that organisations have to address (e.g. CRB, UK) o the social return on investment that could be generated o whether and how the Olympic stimulus to volunteering will be maintained.

The ensuing discussion included a focus on the extent to which volunteering was or should be a step towards employment. No conclusion was reached on this partly in view of a recognition that there were many volunteers of different ages and with different motivations. 6. Retention of Volunteers: Stefan-Valentin Radu / OAMGMAMR Dolj Stefan reported on the outcomes of the survey of voluntary organisations regarding the retention of volunteers. This survey was undertaken through the partners and elicited 17 completed responses. The key findings were: o all respondent organisations gave face-to-face support to volunteers o not all, but most organisations have a structured schedule for volunteers o the progress of volunteers is monitored by the majority organisations o with the exception of Romania, volunteers tend stay with an organisation for over 2 years o all organisations believe in the importance of giving volunteers responsibility o all organisations arrange and host events for volunteers to come together The ensuing discussion highlighted a number of matters that would be required to be taken into account in the final development of a framework / code. In summary these were: o good management including o clarity regarding the responsibilities o management of risks (including the health and safety of volunteers themselves) o duty of confidentiality o giving something back to volunteers o assessing the risks

o requirement to meet legislative requirements of the country in question o differentiating between employees and volunteers o training volunteers in the right way o importance of induction process for volunteers o providing familiarity o providing reassurance o necessity of regular contact with and support for volunteers including o feedback to volunteers o feedback from volunteers o giving volunteers a say o feedback from beneficiaries o one-to-one mentoring / buddying o the need for evaluation and review of the activities of volunteers

DAY TWO 7 TH SEPTEMBER 2012

The focus of Day 2 was on moving forward to consider the issue of recognition of volunteers in more depth, building on what had been learnt during the project to date regarding recruitment and retention. 7. Recognition of volunteers in social care: Janet Fleming / ppre CIC Janet (ppre CIC) provided an overview of the issues drawing on her prior UK role in supporting voluntary organisations and national standards development in relation to volunteering. A key point made at the outset was that there were different kinds of recognition, this following naturally from the fact that there is a range of types of volunteer, with different motivations undertaking different kinds of tasks. Many younger people would, for instance, seek accreditation that might help bear testimony to skills development and learning in a volunteering context this helping with future jobs or career prospects. Others simply needed to be recognised in the form of a thank you though (e.g.) being involved in meetings, their feedback being considered and acted upon, etc (in summary feeling valued was enough no certificate necessary!). Work by Volunteering England, Janet reported, gives examples of good practice that warrants the projects attention. The ensuing discussion sought to identify how issues around recognition were seen in other countries. Regarding Italy, Raffaella (Eur.adi.po.net) reported that relationships were crucial and that some reimbursement of costs took place at her organisation. Also, the broader context was noted as one where employees could choose to donate a percentage of their salaries to charitable causes. Events and occasions were seen as key places where volunteers could be rewarded. Insurance for volunteers was also mentioned by Italian partners, it needs to be specific to the roles and responsibilities of the volunteers. In Italy, financial recompense for volunteers is deemed favourable.

In Greece, Rodoula (Kilkis SM) reported that volunteering activity was limited. The lack of formal and informal recognition (e.g. following the 2004 Olympics) appeared to have countered what might have been an opportunity to stimulate more volunteering. In Romania, Stefan (OAMGMAMR Dolj) reported that recognition through certification is necessary for younger people being important for their job prospects. Notable is their annual gala celebration and a national award for volunteering. The legacy of Caeuescu , however, is a negative one in view of the government at that time making volunteering obligatory. In Cyprus, Nicholas (PASYKAF) reported on their volunteers week a particular time to celebrate volunteering for many organisations. Appreciation of volunteers was also signalled through meals, newsletters, celebrations etc. Of note also was their beginning to use Facebook and other social media in order to show recognition of volunteers. In the UK, Hayley (Insight Social Research Ltd) emphasised, in view if the variety of kinds of volunteer (and contexts of volunteering), the need to provide choice to volunteers as to accreditation or not. Many volunteers did, however, want qualifications and saw certification of their volunteering as helping with this, particularly in areas of economic industrial decline where opportunities are least. She affirmed the usefulness of organisations facilitating workshops where volunteers could support each other but also providing a context in which their endeavours could be seen to be valued. Regarding organisations where structures are more informal, it was suggested that volunteers should be given a point-of-contact for face-to-face meetings. It should also be taken into consideration that not all volunteers want recognition for the work that they do, and the choices that volunteers make should be respected. 8. Working groups The meeting divided into Working Groups the feedback from which is indicated below: Group 1: Volunteer management Raffaella reported that this group focused on aspects of good management that required, initially, clear explanation (and demonstration where appropriate) of the volunteering activities / opportunities; accompanied by good listening skills whereby effective matching of volunteers to opportunities could more readily take place. Training and supervision were seen as essential, together with making it clear that volunteers are valued. Group 2: Volunteer recognition Madalina reported that this group focused on the development of a simple questionnaire or focus group set-up or event that it was felt could be useful to use to find out what how volunteers were (or not) valued. Aside from basic data round age, gender, etc. three key open questions were considered as necessary to pose, viz. (1) do they feel valued? (2) how

are they valued? and (3) how would they like to be valued? Some particular activities / actions were seen as associated with recognition including rewards in the form of coupons or discount vouchers and events. Discussion of this feedback reaffirmed the importance of different aspects of good management. There were, however, divergent views about how to garner information regarding recognition more specifically as to whether the use of a simple questionnaire was necessary. Further discussion within the Working Groups ensued, the outcomes of which were as follows. Group 1: Volunteer management Raffaela reported that this group, following the earlier discussion, had identified a number of key points that described good volunteer management. These were: o o o o o o o o o o o being clear who manages one person must have an overview of the work of each volunteer the roles of volunteers must be clear volunteering opportunities must be advertised in the right way prospective volunteers must be interviewed to assess their suitability volunteers must be trained and supervised there must be good two-way communication with the volunteers managers must care about feedback (etc) from volunteers managers should give volunteers opportunity for different roles in the organisation managers must value and support volunteers managers must evaluate the volunteers work and skills and give feedback to him/her and look at career opportunities o managers must collaborate with relevant staff in the evaluation of volunteers o all staff must support the volunteers o managers must facilitate mutual support among volunteers. Group 2: Volunteer recognition Nicholas reported that this group felt a real need to understand what motivates volunteers. Appropriate recognition depended, in part, on this. Cultural sensitivities also needed to be recognised with any framework / code requiring to be flexible enough to permit different approaches in different countries. There were, it was affirmed, some seven or eight types of volunteer. Some of the methods for their recognition were noted as: o providing accessories such as badges, T-shirts (including symbols) and giving a sense of belonging to something worthwhile o having a volunteers week o delivering training (as a reward) o having a guest book for end-users to be able to thank volunteers personally

o hosting annual events and parties to enable volunteers to share experiences Date and place of next meeting: Palermo, Sicily on the 21st and 22 nd February 2013 HSF / MJF 10.09.12