The Challenge
Demelza Hospice Care for Children faced significant challenges due to a fragmented volunteer management system. Relying on a combination of donor management software, spreadsheets, paper forms, and external communication platforms like MailChimp led to inefficiencies and increased the risk of data loss. Jade McManus, Voluntary Services Officer, highlighted the core issue: 'Our biggest challenge was that nothing was automated, nothing spoke to each other, everything was manual. There were lots of places in the system where things could go wrong.' This disjointed approach not only consumed valuable staff time but also hindered effective communication and data management across departments. For instance, volunteer contact details were stored separately from training records and health information, making it difficult for managers, especially those in shops, to access up-to-date volunteer information. The lack of integration and automation underscored the urgent need for a dedicated Volunteer Management Software (VMS) to centralize operations, enhance data security, and streamline processes.
The Solution
In their quest for a comprehensive solution, Demelza discovered Volunteer Impact. The software's robust features, including automation capabilities, secure data handling, and streamlined volunteer management processes, made it an ideal choice. McManus noted, 'If we hadn’t been using Volunteer Impact when the pandemic hit, we would not have sustained our program. We were able to keep recruiting whilst working from home, which wouldn’t have been a clear process without online applications and training.'
Volunteer Impact's Enterprise Version allowed Demelza to organize the system so that only relevant data was accessible to certain administrators, enhancing data security. The automation features saved considerable time; for example, when a volunteer applied online, their profile was created automatically. Staff could attach documents, monitor qualifications, and receive alerts when a qualification was expiring, eliminating the need to constantly monitor spreadsheets.
All volunteer data was consolidated into a single, reliable system. Communication with volunteers became more efficient, as staff could email directly from within Volunteer Impact, removing the need for external platforms like MailChimp and ensuring GDPR compliance. The platform also maintained a full email history, allowing the team to review recent communications with each volunteer.
Additional features, such as logging hours, creating rotas, and generating reports, further streamlined operations. Volunteers could access their own online accounts to update contact details and sign up for shifts, empowering them to take more ownership of their roles. The ability to control application forms and the recruitment page enabled Demelza to eliminate paper applications, saving approximately six hours of data entry each week and reducing costs associated with postage and paper. Transitioning to online recruitment extended their digital reach and improved the volunteer experience.
The onboarding process became significantly more efficient; what once took around three months to register a volunteer could now be accomplished in about two hours after an online application. Furthermore, the creation of e-learning modules allowed volunteers to complete training online, with successful completion automatically updating their training records, removing the need for distributing, grading, and recording paper-based training materials. The user-friendly and logical design of the system eliminated the need for constant workarounds, particularly when producing reports.
The Results
The implementation of Volunteer Impact brought about remarkable improvements for Demelza Hospice Care for Children. The organization saved 1,376 hours per year, equating to a monetary value of £16,538 in staff time saved, resulting in an impressive return on investment of 1,553%. Volunteer onboarding time was drastically reduced from three months to just two hours. McManus reflected, 'Looking back, it is almost shocking to think how we used to make things work for us compared to how we do now with Volunteer Impact.'
The enhanced efficiency and automation enabled Demelza to expand their volunteer program and introduce new roles, significantly improving service delivery. With the time saved, Demelza established a new mini-department with three staff members guiding volunteers in roles offering practical support to families. They added a driving role to their program, coordinating over 50 drives a month that were previously unmanageable. The organization also invested more time in training improvements to help volunteers enhance their skills and succeed in their roles.
Data security improved substantially; the volunteer department gained complete control over volunteer information, could limit managers' access to relevant data, monitor system activity, and implement two-factor authentication, aligning with organizational security requirements.
Overall, the adoption of Volunteer Impact transformed Demelza's volunteer management, leading to increased efficiency, better data management, and the ability to provide more comprehensive support to children and families in need.
