00:15:14 Better Impact Webinars: Welcome everyone! 00:15:24 Fireflies.ai Notetaker Lea: Lea invited Fireflies.ai here to record & take notes. By continuing, you agree to https://fireflies.ai/privacy Type: '/ff pause' - pause recording '/ff leave' - to stop recording View Realtime notes here: https://app.fireflies.ai/live/01M1CKTKK162G001VVXDA9RNFZ?ref=live_chat 00:15:49 Better Impact Webinars: Feel free to introduce yourself, your organization, and where you’re joining us from! 00:16:10 Keith Puffer: Hello from CVCOA in Central Vermont! 00:16:12 Brenda Farwell: Brenda Farwell - RDRHC - Coordinator of Volunteers on a great team ! 00:16:17 Better Impact Webinars: Learn more about Karen Knight on her website: https://karenknight.ca/ 00:16:19 Susan McCulley: Reacted to "Learn more about Karen Knight on her website: https://karenknight.ca/" with 👍 00:16:22 Melissa Pletcher: Hello from Leader Dogs for the Blind (Michigan) 00:16:25 Martha Alvarado-Mora: Hello! Martha with the WINGS Program in Chicago. 00:16:26 Betty Argenbright: Betty Argenbright - PAL Therapy Dog Program Manager (DC) 00:16:29 Julie Berube: Will this video and presentation be shared with us. Hello from CHEO in Ottawa 00:16:31 Jill Howey: Jill Howey, city of New Westminster. BC 00:16:31 Kady Aamot: Hello from Veterans Home in Idaho! 00:16:32 Lacy Flippin: Lacy - Fairplex Learning and Development Center - Pomona, CA 00:16:32 Anika Spreen: My name is Anika Spreen, I am the volunteer coordinator at St Michael's Health Group in Edmonton, Alberta! 00:16:33 Janet-Lee Ferris: Janet-lee, Volunteer coordinator from Beth Donovan Hospice in Kemptvillel, Ontario 00:16:33 Raquel Velarde: Hello, Raquel Velarde - Dayle McIntosh Center for the Disabled from Anaheim, CA! 00:16:34 Andrea Dunkley: Good morning from Community Care Peterborough Ontario 00:16:34 Bonnie Shoffner: Hello - Bonnie with Guide Dogs for the Blind in Oregon 00:16:35 Ashley Reilly, Goodwill SWPA: Ashley Reilly - Goodwill of Southwestern PA Volunteer Coordinator (Pittsburgh PA) 00:16:37 Peg Andrae: Peg Andrae - Guitars For Vets 00:16:37 Whitney Glotfelty: Hi! Whitney from West Virginia University in Morgantown, WV! 00:16:38 Laura Barajas: Hola! Laura from The City of Fort Collins. Environmental Services, Healthy Homes program 00:16:39 Brandon Chapman: Hi, from the City of Scottsdale in AZ 00:16:42 Bubbles Notetaker: Hi 👋 I'm recording this meeting and taking notes for dagmawi getahun. After the call, you'll get an AI summary and action items by email. Try Bubbles for free🔥 — Turn on automatic meeting note-taking: https://bubbl.es/notetaker Remove me from this meeting ➡️: https://bubbl.es/remove-notetaker?t=PAxmAop6UUfqLDVf6AawGF8XGQPqxfroD 00:16:43 Umeca Briscoe: Umeca Briscoe, La Dept. of Health/Office of Public Health/Bureau of Community Preparedness - Louisiana 00:16:44 Renee Vansickle: CaptialCare Lynnwood in Edmonton Alberta :) 00:16:44 Alacia Harrison: Alacia Harrison, Community Engagement Navigator with Micah in Fredericksburg, VA 00:16:44 Niki Saylor: Niki Saylor, Sarah P. Duke Gardens in Durham, NC 00:16:46 Britney Dawson: Hello from Calgary Seniors in Calgary, AB! 00:16:50 Kaitlyn Corlett: Kaitlyn Corlett here, Hands-on Galleries Assistant Coordinator from the Royal Ontario Museum - so cool so see many folks in the chat! 00:16:51 Kim Daniel: Kim Daniel with Mesa County Libraries in Grand Junction, Co 00:16:51 Nicole Nistal: Hi, Nikki from ASAP Cats in Santa Barbara 00:16:53 Shannon Johnston: Hello from Halifax, Nova Scotia, Canada 00:16:54 Jenna Malyn: Good afternoon, this is Jenna with Richmond Metropolitan Habitat for Humanity in Virginia! 00:16:58 wendell ransom: Good afternoon from Eastern Shore VA 00:17:00 Marcia Hirneisen: Marcia Hirneisen - Volunteer Manager Tandem Living, Lancaster, PA 00:17:00 Sheri Masaro: Good morning - from the City of Surrey - Sheri 00:17:02 Ivana Milojic: Ivana, Volunteer Coordinator from Canada 00:17:02 Therese Hesla: Alberta Health Services, Calgary AB, Canada 00:17:03 Claire Condrey: Hello! Claire with the Cholangiocarcinoma Foundation 00:17:03 Mirna Alberto: hello from Winnipeg 00:17:04 Tracy Shaw: Tracy with The Karen Beasley Sea Turtle Center, Surf City, NC 00:17:05 Constance Ader: Hello from Wisconsin Humane Society in Kenosha, WI 00:17:07 Andrea Dunkley: Karen I am jealous of your amazing library!!! 00:17:08 Amara Townsend: Hello! Amara Townsend, Volunteer Services coordinator @ Shangri La Botanical Gardens & Nature Center in Orange, TX 00:17:08 Ievgeniia Mangones: the sound is echoing 00:17:09 Kimberly Wynne: Hello, Kimberly Wynne, ISC2 00:17:10 Anna Hornung: Hello, Tammy from Vancouver, BC! 00:17:11 Sarah Costen: Hello from SOS, Parksville, BC 00:17:11 Valerie Menke: Hello from Austin texas! 00:17:13 Maureen Kendzierski: Maureen Kendzierski, Volunteer Maine 00:17:18 Elisabeth Osei-Kwame: Hi, my name is Elisabeth joining from the United Way of Central New York in Syracuse, NY 00:17:19 Alex Kershaw: Alex from Vancouver, BC 00:17:19 Claudia Padilla-Gonzalez: Hello, Claudia from Empath Health in Tampa Bay ,FL 00:17:20 Casey Grant: Hello, Casey from Springfield Mo with Habitat for Humanity 00:17:21 Julie Berube: Will this video and presentation be shared with us. 00:17:21 Deanna Howell: Deanna from Brantford, Ontario 00:17:22 Charity Noble: Good morning from Vancouver Island! 00:17:23 Michele Armstrong: Michele Armstrong The Auckland Project Bishop Auckland UK 00:17:25 Whitney Zhang: Hello from Botanical Garden of the Piedmont, Virginia! 00:17:27 Kevin Noseworthy: Kevin Noseworthy - VON Canada - Hamilton, Ontario 00:17:29 Shae Guinee: Good morning on the west coast! I'm Shae, volunteer engagement coordinator at the seattle aquarium 00:17:31 Sunita Murthy: Sunita from Habitat in Madison WI 00:17:32 Mark McIntosh: Hi. Mark joining today from Halifax, NS. 00:17:34 Atalaya Horton-Keyes: Atalaya joining from Hampton, VA 00:17:35 Sarah Johnson-Taylor: Sarah Johnson-Taylor, Volunteer Coordinator at Indiana Landmarks in Indianapolis 00:17:36 Court McCracken: Make sure you only have the zoom open in one window! If it’s in two windows you will hear an echo. 00:17:36 Jean ward: Hello for Sunny Sarasota Empath Health Tidewell Hospice. 00:17:38 Shirray Burnside: Hi, I'm an AI assistant helping Shirray Burnside take notes for this meeting. Follow along the transcript here: https://otter.ai/u/Up4HStyVtuJPGF_rL4G_s9aIFZk?utm_source=va_chat_link_1 You can see screenshots and add highlights and comments. After the meeting, you'll get a summary and action items. If you'd like to stop this recording, you can go to the link above and click the Stop button. If you'd like to stop the recordings for all Otter Notetakers in this meeting, you can type "otter stop" in Zoom chat. 00:17:38 Dr Dave Hillis: Hi, I'm an AI assistant helping Dr Dave Hillis take notes for this meeting. Follow along the transcript here: https://otter.ai/u/IMxVdTTP-98CTwdzcOpWvsWX4_8?utm_source=va_chat_link_1 You can see screenshots and add highlights and comments. After the meeting, you'll get a summary and action items. If you'd like to stop this recording, you can go to the link above and click the Stop button. If you'd like to stop the recordings for all Otter Notetakers in this meeting, you can type "otter stop" in Zoom chat. 00:17:40 Lisa (GVFB): Hello! Lisa from the Greater Vancouver Food Bank 00:17:41 Cora Nickerson: Cora Nickerson - Community Outreach Coordinator at Livingston Family Center - The Connection Youth Services 00:17:41 Manvir Pangly: Good morning from Manvir - City of Surrey Volunteer Resources 00:17:41 Susan McCulley: Susan McCulley, Alberta Health Services - Central Zone 00:17:44 Jill Howey: Hello- this is Shira from New Westminster, BC in Canada -- Emergency Support Services Volunteer Coordinator! 00:17:49 Jody Schaffer: Jody from John Muir Health in California 00:17:51 Brad Keizer: Hello from the Black Hills, SD! 00:17:51 Rob Drury: Hi all! I'm Rob (he/him) connecting from Calgary, Canada, from Carya 🙂 00:17:55 Danielle Crowe: Good afternoon from Montgomery Zoo in Alabama! 00:18:02 Charity Noble: Charity with Habitat for Humanity Vancouver Island North 00:18:03 Christopher Boyle: Hi everyone! Christopher from Evergreen here. Currently joining the call from Prince Edward Island, Canada 00:18:07 Adrianne Gerstmar: Adrianne from Volunteer Strathcona in Strathcona County/Sherwood Park AB 00:18:09 Better Impact Webinars: We will send you this presentation recording as well as the slides by followup email in the days following the webinar! 00:18:13 Sara Sison: Hello from Hope Northwest in Washington State!! 00:18:16 Darci Raho: Good morning from Galahad, Alberta. I am a Coordinator, Volunteer Resources with Alberta Health Services in the east Central Alberta area. 00:18:16 Jesse Katz-Klug: Reacted to "Good morning on the west coast! I'm Shae, volunteer engagement coordinator at the seattle aquarium" with 👋 00:18:21 Charlene Smith: Hello! Charlene, Volunteer Coordinator at the Baxter County Library in Mountain Home, AR 00:18:27 Jacqueline Thorsen: Jacqueline (she/her) connecting from Victim Services Toronto 00:18:32 Susan McCulley: Reacted to "Good morning from Galahad, Alberta. I am a Coordinator, Volunteer Resources with Alberta Health Services in the east Central Alberta area." with 👍 00:18:40 Alex Rohn: Alex with Mindspring Mental Health Alliance from Des Moines, IA! Thanks for hosting! 00:18:44 Melanie Sadler: Melanie - Volunteer Coordinator with the Saskatchewan Health Authority. Hi everyone! 00:18:54 Julie Cragg: Hello from Charlottesville VA ... Meals on Wheels Volunteer Manager 00:18:56 Vanessa Carlson: Hello from Vanessa of Denver Rescue Mission, Denver Colorado. 00:19:01 Elizabeth Olson: Hello! Elizabeth, Volunteer Manager at Campaign for Working Families in Philadelphia, PA 00:19:10 Yaroslava Dobrota: Yara from Calgary Seniors, Calgary AB 00:19:14 Alexia Hemshaw: Hi from Edinburgh 00:19:15 Amy Rager: AMy Rager, University of MN, Minnesota Master Naturalist progam 00:19:18 Better Impact Webinars: Reacted to "Hi from Edinburgh" with 🎉 00:19:20 Grace O'Donnell: Grace from Natick, MA. TheH sound is echoing for me, also. I'm trying to find the setting that will fix it. 00:19:22 Lisa Johnson: Hello from John Muir Medical Center, Walnut Creek California! 00:19:25 Albert Albert: Hello from Space Center Houston, Texas. 00:19:28 Diane Woodruff: United Way of Genesee County (Flint, Mich) 00:19:30 Peg Tanner: Hello, this is Peg Tanner with AZ GOLF. 00:19:32 Jacqueline Brackett: Hello from Cleveland, OH! 00:19:36 Better Impact Webinars: Hi everyone! If your sound is echoing, please make sure that you only have one Zoom window open 00:19:36 Shari Reilly: Hi, from Central Iowa RSVP! 00:19:40 Amber Hardiman: Hello everyone! Amber from Living Free Animal Sanctuary in Mountain Center Ca. Looking forward to this information! 00:19:40 Stu Metzler: Stu from Water Street Mission in Lancaster, PA 00:19:50 Charles Griffith: Hello from Vancouver 00:19:55 John Anthony Tucker: Greetings, everyone, John Anthony Tucker Community Care and Family Integration Manager with YAASPA from Denver, Colorado 00:19:56 Kathy Hoffner: Hi from Kernersville NC Kathy Hoffner Director of Crisis Control Ministry Kernersville Office. 00:19:58 Brigette Wilson: Hello, Brigette B. Wilson, Save the Children AmeriCorps Seniors FGP. Memphis, TN 00:19:58 Char Hansma: Hello from the Okotoks Foodbank in Alberta, Canada! 00:20:01 Patricia Hawkins: Patricia Hawkins - Community Engagement and Events Coordinator at Animal Rescue Foundation (ARF) of Alberta | Canada 00:20:11 Better Impact Webinars: If you are experiencing an echo, please make sure that you only have one Zoom window open! 00:20:16 Lori Treloar: Hello from Shawnigan Lake BC 00:20:19 Mercedes Dunphy: Hello from Vancouver, British Columbia, Canada 00:20:23 Heather Powers: Hello from Nashville, TN 00:20:37 Better Impact Webinars: “Feedback is a form of problem solving" 00:20:58 Milijana Setka: Reacted to "“Feedback is a form of problem solving"" with 👍 00:21:45 Laura Barajas: Reacted to "“Feedback is a form of problem solving"" with ❤️ 00:21:47 Raquel Velarde: Reacted to "“Feedback is a form of problem solving"" with ❤️ 00:23:16 Better Impact Webinars: Resources section on Karen’s website: https://karenknight.ca/resources/ 00:23:26 Better Impact Webinars: ^Access templates here! 00:24:02 Melanie Costello: Melanie from Northern Illinois Hospice in Rockford, IL 00:24:04 Angel Moellman: Reacted to "We will send you this presentation recording as well as the slides by followup email in the days following the webinar!" with 👍 00:24:31 Stephanie Coffel: Hi! Steph from FeedNC in Mooresville, NC! 00:24:37 Robin O'Brien: I'm the volunteer coordinator for a pay-it-forward cafe in Hamilton, Ontario 00:25:16 Kathleen Leddy: Kathy Leddy, Volunteer Coordinator- Andwell Hospice- Maine 00:26:17 Christina Ahia-Schimmelfennig: Christina Ahia-Schimmelfennig, Director of Resource Development 00:26:18 Kimberly Laskero: Kim Laskero, volunteer coordinator - Crisis Center for South Suburbia 00:26:26 Dana Fontaine: Dana Fontaine - Volunteer Manager - Edmonton Folk Music Festival 00:26:35 Madison Krchnavy: Hello! I'm the volunteer coordinator for Fello, a disability service nonprofit in Annapolis 00:26:41 Christina Ahia-Schimmelfennig: From Kauai Habitat for Humanity 00:26:46 Abir Tayari: Hi! Abir Tayari, volunteer coordinator - Make-A-Wish Canada - Ottawa, ON 00:26:48 Renee Williams: Renee Williams-Minneapolis, MN. Volunteer Coordinator 00:27:03 Robin Feinman: Robin Feinman-Manager Volunteers and Community Engagement Jewish Family Services, Silicon Valley 00:27:12 Susan Freeman: Susan Freeman, Head of Volunteering, St Oswald's Hospice in the UK 00:27:17 Mickie Myers: Mickie Myers - Auxiliary Operations Coordinator - Peace Arch Hospital Auxiliary White Rock BC 00:27:37 Madeline Ashcraft: Madeline Ashcraft, Volunteer Manager, St. Vincent de Paul of Seattle | King County www.linkedin.com/in/madeline-ashcraft-263a89302 00:27:38 Angel Moellman: HI! Hospice Volunteer Manager near Kansas City 00:27:42 Steve Parker: Steve and Lola from Buffalo Bayou Partnership in Houston Texas 00:27:55 Saskia Rinkoff: Greetings, everyone, I'm Saskia, tuning in from Harbourfront Centre on Toronto's waterfront on Lake Ontario 00:28:12 Shannon Johnston: Reacted to "Greetings, everyone, I'm Saskia, tuning in from Harbourfront Centre on Toronto's waterfront on Lake Ontario" with 👏 00:28:17 Taylor Reigner: Taylor Reigner Volunteer Coordinator from National Mill Dog Rescue, Colorado 00:28:20 Callum Rempel: Hello All! I'm Callum Rempel - Volunteer Program coordinator with the City of Kitchener, ON 00:28:58 Shaun Leonoff: Hi from Assiniboine Park Zoo Winnipeg Manitoba 00:29:00 Jill Howey: I appreciate the "curiosity approach" great way to support folks 00:29:04 Antonia Reitter: good morning (for me) everyone, Toni Reitter Volunteer Coordinator at Hospice of the Central Peninsula in Soldotna, Alaska. 00:29:52 Holly Jin: Hiya! I'm Holly Jin with Skokie Public Library. We're just north of Chicago. I coordinate our volunteer programs and work with agencies that serve adults with disabilities. 00:30:11 Better Impact Webinars: See Patty McCord’s TED Talks here: https://www.ted.com/speakers/patty_mccord 00:30:43 Melissa Young: Hello from Peoria IL, Melissa Operations & Outreach Manager of Family House 00:31:42 Gina Hansen: Gina Hansen , Director of Volunteer Resources, Habitat Tucson 00:31:48 John Anthony Tucker: I cannot hear her. 00:31:56 Antonia Reitter: yeah I can't hear Court very well 00:33:15 Better Impact Webinars: Here is the question Karen is answering: Do you back up the feedback of the behaviour that might be problematic with the tasks and expectations that have been outlined in the position description? 00:33:49 Elyse Packard: Replying to "Gina Hansen , Director of Volunteer Resources, Habitat Tucson" Hi Gina! It's nice to see you still at Habitat. I volunteered and applied for an AmeriCorps position there about 5 years ago. Tucson is my hometown 00:35:16 Stu Metzler: We had a difficult situation where we had a volunteer who is bringing someone she is working with and they both missed several times this summer with no notice (this is our lean volunteer season). It was due to a family member's health concerns and that department decided to let it go. This week it happened again and we decided to make it "strike one". It was very hard to call and talk to this volunteer but I gave them several options of how they could contact us ahead of the shift and I am even checking in with them next week before their scheduled shift. The volunteer said they may need to talk to their boss about their ability to continue to serve. I am hopeful we can come to a new way to communicate that will be successful for this volunteer and for this department. 00:35:29 Angela Williamson: What do you do if they deny they do or say what you are giving them feedback about? 00:35:45 Betty Argenbright: Bring evidence to the conversation 00:36:21 Better Impact Webinars: [GUIDE] Digital Volunteer Communications Guide: 25+ Messages Your Volunteers Need to Receive - https://www.galaxydigital.com/free-tools/digital-volunteer-communications-guide 00:37:35 Stephanie Coffel: What if someone pushes back about a boundary. I recently had a situation where I was being clear with a volunteer, but when they pushed back I got lost in my words. I know practice helps for sure, I just didn't expect the push back! 00:38:26 Melissa Pletcher: I MOSTLY get push back 🙂 00:38:33 Melissa Fitzgerald: How do you maintain a positive, friendly relationship with volunteers while still providing honest and constructive feedback? It always seem like volunteers distance themselves from me after I provide feedback. 00:38:37 Angela Williamson: What do you do when staff say vol did/say abc and volunteer says, no didn't do/say abc. and flat out deny and/or give a different version. and no one else is there to ask to help clarify the situation? I had this happen last week :O 00:38:57 Better Impact Webinars: [FREE COURSE] Volunteer Leadership & Internal Advocacy - https://www.galaxydigital.com/free-tools/volunteer-leadership-and-internal-advocacy-course 00:38:58 Whitney Zhang: It can be difficult. I have some long serving volunteers who simply do not like new rules now in place. Even with extreme clarity about what the new rules are, why they are now in place, and why it is important to the organization, they are just stuck on-but I used to do it this way!!! 00:39:07 Better Impact Webinars: Reacted to "It can be difficult. I have some long serving volunteers who simply do not like new rules now in place. Even with extreme clarity about what the new rules are, why they are now in place, and why it is important to the organization, they are just stuck on-but I used to do it this way!!!" with 👍 00:39:20 Beth Baumgartner: Reacted to "It can be difficult. I have some long serving volunteers who simply do not like new rules now in place. Even with extreme clarity about what the new rules are, why they are now in place, and why it is important to the organization, they are just stuck on-but I used to do it this way!!!" with 👍 00:39:22 Raquel Velarde: Reacted to "It can be difficult. I have some long serving volunteers who simply do not like new rules now in place. Even with extreme clarity about what the new rules are, why they are now in place, and why it is important to the organization, they are just stuck on-but I used to do it this way!!!" with 👍 00:39:25 Lacy Flippin: Reacted to "It can be difficult. I have some long serving volunteers who simply do not like new rules now in place. Even with extreme clarity about what the new rules are, why they are now in place, and why it is important to the organization, they are just stuck on-but I used to do it this way!!!" with 👍 00:39:26 Heather Powers: Stephanie i have had times with push back where I tell them I want to think through what they've said and meet again and give them a day/time for the next meeting. It gave me time to consider their pushback and where it is coming from and then also gave me time to reformulate my response 00:39:59 Jeffrey Isaacson: Sometimes maybe they realize if they can't abide by those rules/policies, they aren't the best fit for the organization and self-select out. I had to put a volunteer on a PIP and she suddenly got busy 00:40:14 Better Impact Webinars: Reacted to "Sometimes maybe they realize if they can't abide by those rules/policies, they aren't the best fit for the organization and self-select out. I had to put a volunteer on a PIP and she suddenly got busy" with 👍 00:40:22 Lisa Johnson: Any tips for getting a conversation back on track gently? 00:40:27 Anika Spreen: Ive also had volunteers deny the facts and evidence, and also deny that I've given them written and verbal warning before. The volunteer was taking photos and videos of our staff and residents 00:40:27 Better Impact Webinars: Reacted to "Stephanie i have had times with push back where I tell them I want to think through what they've said and meet again and give them a day/time for the next meeting. It gave me time to consider their pushback and where it is coming from and then also gave me time to reformulate my response" with ❤️ 00:41:14 Suzan Nagel: How to give feedback to a group. Sometimes one persons behavior tends to lead the behavior of others and then they all have lost focus together. 00:41:17 Better Impact Webinars: Reacted to "Ive also had volunteers deny the facts and evidence, and also deny that I've given them written and verbal warning before. The volunteer was taking photos and videos of our staff and residents" with 👍 00:41:24 Anika Spreen: Reacted to "How to give feedback to a group. Sometimes one persons behavior tends to lead the behavior of others and then they all have lost focus together." with 👍 00:41:39 Dana Fontaine: Replying to "Stephanie i have had..." When I have experienced this, I refer to how their actions are impacting the volunteers around them. Sometimes making them take a break or moving them to an alternate role can be a route to success, If these don’t work, I agree that termination may be the best route 00:41:54 Angela Williamson: Its so challenging when staff say this about a volunteer and the volunteer has a different version..... and no one else is around to confirm one or the other... 00:41:55 Stu Metzler: We have had a (thankfully small) handful of volunteers who have tried to come in and run things. In these cases we have sometimes been able to redirect or move them to other areas but if it's egregious we have asked them not to return. 00:42:14 Dana Fontaine: Replying to "Sometimes maybe they..." What is a PIP? 00:42:21 Mckenzie Campbell Davies: I think everyone's natural reaction to feedback is defensiveness and discomfort. How do you approach the emotional tone of the conversation -- and are there any techniques for "lightening the mood" to make feedback more casual? 00:42:21 Better Impact Webinars: Exiting Volunteers The Right Way - https://blog.betterimpact.com/en/exiting-volunteers-the-right-way 00:42:32 Jenna Malyn: PIP means performance improvement plan! 00:42:38 Kaitlyn Corlett: Apologies i didnt realize I raised the hand! 00:42:41 Stu Metzler: Reacted to "Apologies i didnt realize I raised the hand!" with 👍 00:42:43 Better Impact Webinars: Reacted to "Apologies i didnt realize I raised the hand!" with ❤️ 00:42:45 Ashley Reilly, Goodwill SWPA: Reacted to "Sometimes maybe they realize if they can't abide by those rules/policies, they aren't the best fit for the organization and self-select out. I had to put a volunteer on a PIP and she suddenly got busy" with 👍 00:42:54 Michele Armstrong: when does feedback to volunteers cross over to being that they could be construed as an employee. EG are late, if we challenge that are we assuming a contract? 00:43:03 Dana Fontaine: Reacted to "PIP means performance improvement plan!" with 👍 00:43:10 Shannon Medina: Reacted to "Any tips for getting a conversation back on track gently?" with 👍🏼 00:43:12 Raquel Velarde: Reacted to "when does feedback to volunteers cross over to being that they could be construed as an employee. EG are late, if we challenge that are we assuming a contract?" with ‼️ 00:43:35 Shae Guinee: Replying to "Its so challenging when staff say this about a volunteer and the volunteer has a different version..... and no one else is around to confirm one or the other..." I struggle with that in my org too. We've been doing a lot of work to train our staff members and reiterate the importance of telling the volunteer team right away when something goes on, rather than sitting on it for however long. 00:43:38 Better Impact Webinars: How to Manage Difficult Volunteers: Strategies and Solutions - https://www.galaxydigital.com/blog/managing-difficult-volunteers 00:43:47 Better Impact Webinars: Reacted to "Its so challenging when staff say this about a volunteer and the volunteer has a different version..... and no one else is around to confirm one or the other..." with ❤️ 00:43:53 Better Impact Webinars: Reacted to "I struggle with that in my org too. We've been doing a lot of work to train our staff members and reiterate the importance of telling the volunteer team right away when something goes on, rather than sitting on it for however long." with 👍 00:43:55 Melanie Costello: Replying to "Sometimes maybe they realize if they can't abide by those rules/policies, they aren't the best fit for the organization and self-select out. I had to put a volunteer on a PIP and she suddenly got busy" Performance Improvement Plan 00:44:00 Dana Fontaine: Reacted to "Performance Improvement Plan" with 👍 00:44:01 Mirna Alberto: follow protocol of a confidentiality pledge., can include legaties 00:44:09 Stu Metzler: Reacted to "Its so challenging when staff say this about a volunteer and the volunteer has a different version..... and no one else is around to confirm one or the other..." with 👍 00:44:27 Stu Metzler: We tried to get documentation from staff as a recrod 00:44:30 Jeffrey Isaacson: Replying to "Sometimes maybe they realize if they can't abide by those rules/policies, they aren't the best fit for the organization and self-select out. I had to put a volunteer on a PIP and she suddenly got busy" Usually used for employees... mine was for a 50 year old volunteer basically saying "I will be nice to people" 00:44:37 Nicole Nistal: What if you cannot terminate the volunteer because she is a vital part of our organization and it would hurt the organization to terminate her 00:44:50 Carolina Bartolomei: agreed 00:44:53 Emmanuelle Faucher: Reacted to "I think everyone's natural reaction to feedback is defensiveness and discomfort. How do you approach the emotional tone of the conversation -- and are there any techniques for "lightening the mood" to make feedback more casual?" with ❤️ 00:45:04 Anika Spreen: It can be a difficult situation. This volunteer said that if i terminated them as a volunteer, they're immigration status would be denied... 00:45:12 Jeffrey Isaacson: Replying to "What if you cannot terminate the volunteer because she is a vital part of our organization and it would hurt the organization to terminate her" That is tough but no one is above the organization policies, no matter how much they give. But maybe there's a different role for them? 00:45:25 Brenda Farwell: Reacted to "That is tough but no one is above the organization policies, no matter how much they give. But maybe there's a different role for them?" with 👍 00:45:29 Nicole Nistal: Replying to "What if you cannot terminate the volunteer because she is a vital part of our organization and it would hurt the organization to terminate her" Thank you! 00:45:30 Laura Lafantaisie: If you can it is best to ask if someone is in a position to receive feedback today. 00:45:32 Amy Abolafia: My personal approach to difficult feedback is that I generally start with thanking volunteers for donating their time and that we are so thankful that they are donating their time in this way. I then tell them that I am fiercely protective of volunteers' time and that I want to make sure that the time they are so generously donating is beneficial for us and for them. I then tell them that I want to have a conversation about whatever the issue is... and I've yet to have someone argue with me that they want to waste their time. 00:45:43 Marcia Hirneisen: We had the photo situation the other year. Very much against our volunteer policy. Volunteers had to erase the photos in our presence and they were given a warning. 00:45:50 Angela Williamson: @nicole nistal - what is the risk and damage if you don't do something about that volunteer and if they are that crucial to the organization, it may be time for a rehaul of roles and findmore pople to cover what that voljnteer does. 00:45:57 Better Impact Webinars: How to Write an Empowering Volunteer Handbook - https://www.galaxydigital.com/blog/volunteer-handbook 00:45:58 Shae Guinee: Replying to "Its so challenging when staff say this about a volunteer and the volunteer has a different version..... and no one else is around to confirm one or the other..." Which is to say, that in my experience time passing muddles details and timeliness is really key to get everyone on the same page. And then my question to the staff member becomes, "What specifically is the volunteer doing wrong, and have they been given the proper procedure and reasoning for it" and then to the volunteer I ask them to walk me through their thought process during that task. Maybe it's a question of lack of understanding. 00:46:01 Elisabeth Osei-Kwame: Replying to "It can be a difficult situation. This volunteer said that if i terminated them as a volunteer, they're immigration status would be denied..." thank you for bringing attention to this and with the federal policies now, people will literally lose access to food 00:46:30 Jeffrey Isaacson: Reacted to "thank you for bringing attention to this and with the federal policies now, people will literally lose access to food" with 👍 00:46:52 Laura Barajas: Reacted to "It can be a difficult situation. This volunteer said that if i terminated them as a volunteer, they're immigration status would be denied..." with 😯 00:46:54 Shae Guinee: Reacted to "My personal approach to difficult feedback is that I generally start with thanking volunteers for donating their time and that we are so thankful that they are donating their time in this way. I then tell them that I am fiercely protective of volunteers' time and that I want to make sure that the time they are so generously donating it beneficial for us and for them. I then tell them that I want to have a conversation about whatever the issue is... and I've yet to have someone argue with me that they want to waste their time." with ❤️ 00:47:12 Better Impact Webinars: The 10 Volunteer Policies Every Nonprofit Needs (2026) - https://www.galaxydigital.com/blog/volunteer-policies-procedures 00:47:17 Emmanuelle Faucher: Reacted to "My personal approach to difficult feedback is that I generally start with thanking volunteers for donating their time and that we are so thankful that they are donating their time in this way. I then tell them that I am fiercely protective of volunteers' time and that I want to make sure that the time they are so generously donating it beneficial for us and for them. I then tell them that I want to have a conversation about whatever the issue is... and I've yet to have someone argue with me that they want to waste their time." with ❤️ 00:47:24 Sheila McCoy: Sheila McCoy, Palatka Christian Service Center, Putnam Disaster recovery, Palatka, Florida 00:47:35 Stu Metzler: We have profanity in our policy. One volunteer kept saying one word and didn't realize it. They also had health issues and they were unable to serve. We still talk regularly and perhaps they may come back if it is something they recognizes. They continue to donate physical items and perhaps monetary but I have no access to that system. 00:48:08 Better Impact Webinars: Reacted to "We have profanity in our policy. One volunteer kept saying one word and didn't realize it. They also had health issues and they were unable to serve. We still talk regularly and perhaps they may come back if it is something they recognizes. They continue to donate physical items and perhaps monetary but I have no access to that system." with 👍 00:48:12 Ashlee Powers: My understanding has always been that although Volunteers are not employees, their performance, conduct, feedback, and separation should be managed with the same principles of consistency, fairness, professionalism, and documentation. Organizations should maintain clear expectations, address concerns promptly, document issues, and establish a process for ending volunteer service when necessary. While volunteers generally do not have the same legal protections as employees, they may still bring legal claims, making clear policies and consistent practices important for reducing organizational risk. But the catch is you need to word things a bit differently because legally you should treat or confuse a volunteer as an employee since they are not. 00:48:42 Better Impact Webinars: Reacted to "My understanding has always been that although Volunteers are not employees, their performance, conduct, feedback, and separation should be managed with the same principles of consistency, fairness, professionalism, and documentation. Organizations should maintain clear expectations, address concerns promptly, document issues, and establish a process for ending volunteer service when necessary. While volunteers generally do not have the same legal protections as employees, they may still bring legal claims, making clear policies and consistent practices important for reducing organizational risk. But the catch is you need to word things a bit differently because legally you should treat or confuse a volunteer as an employee since they are not." with 👍 00:48:49 Dana Fontaine: Reacted to "My understanding has always been that although Volunteers are not employees, their performance, conduct, feedback, and separation should be managed with the same principles of consistency, fairness, professionalism, and documentation. Organizations should maintain clear expectations, address concerns promptly, document issues, and establish a process for ending volunteer service when necessary. While volunteers generally do not have the same legal protections as employees, they may still bring legal claims, making clear policies and consistent practices important for reducing organizational risk. But the catch is you need to word things a bit differently because legally you should treat or confuse a volunteer as an employee since they are not." with 👍 00:48:54 Melanie Costello: Reacted to "My understanding has always been that although Volunteers are not employees, their performance, conduct, feedback, and separation should be managed with the same principles of consistency, fairness, professionalism, and documentation. Organizations should maintain clear expectations, address concerns promptly, document issues, and establish a process for ending volunteer service when necessary. While volunteers generally do not have the same legal protections as employees, they may still bring legal claims, making clear policies and consistent practices important for reducing organizational risk. But the catch is you need to word things a bit differently because legally you should treat or confuse a volunteer as an employee since they are not." with 👍 00:49:12 Melissa Pletcher: Reacted to "My understanding has always been that although Volunteers are not employees, their performance, conduct, feedback, and separation should be managed with the same principles of consistency, fairness, professionalism, and documentation. Organizations should maintain clear expectations, address concerns promptly, document issues, and establish a process for ending volunteer service when necessary. While volunteers generally do not have the same legal protections as employees, they may still bring legal claims, making clear policies and consistent practices important for reducing organizational risk. But the catch is you need to word things a bit differently because legally you should treat or confuse a volunteer as an employee since they are not." with 👍 00:49:16 Jeffrey Isaacson: Reacted to "My understanding has always been that although Volunteers are not employees, their performance, conduct, feedback, and separation should be managed with the same principles of consistency, fairness, professionalism, and documentation. Organizations should maintain clear expectations, address concerns promptly, document issues, and establish a process for ending volunteer service when necessary. While volunteers generally do not have the same legal protections as employees, they may still bring legal claims, making clear policies and consistent practices important for reducing organizational risk. But the catch is you need to word things a bit differently because legally you should treat or confuse a volunteer as an employee since they are not." with 👍 00:49:23 Renee Williams: I feel slighted when someone starts a feedback conversation by congratulating or thanking me for something. Is there an alternate route or opening statement/approach? 00:49:35 Yaroslava Dobrota: @Anika Spreen They are just blackmailing you :( That is not true, and it has been proven many times by immigration officers that volunteering in the community does not affect an individual’s immigration status at all 00:49:37 Shirray Burnside: Shirray is on a Basic Otter plan with 30 minute meetings. To record longer meetings, upgrade to Pro: https://otter.ai/pricing?utm_source=oa-chat-basic 00:49:40 Melissa Fitzgerald: While we have policies and volunteer manuals in place, our legal department does not permit volunteers to enter into a signed volunteer agreement because such an agreement could be construed as a contract or contract of hire. Volunteers are not employees and provide their services without compensation. 00:50:01 Jeffrey Isaacson: Maybe dumb question, but if they bring legal claims what is the purpose? Money? To be reinstated as a volunteer? To be "right"? 00:50:12 Elisabeth Osei-Kwame: Reacted to "Maybe dumb question, but if they bring legal claims what is the purpose? Money? To be reinstated as a volunteer? To be "right"?" with 👍🏿 00:50:24 Anika Spreen: Replying to "It can be a difficult situation. This volunteer said that if i terminated them as a volunteer, they're immigration status would be denied..." There also seems to be a language barrier for newcomers who say they understand the rules but in reality don't...this can also be a difficult situation to approach 00:50:28 Better Impact Webinars: Reacted to "Which is to say, that in my experience time passing muddles details and timeliness is really key to get everyone on the same page. And then my question to the staff member becomes, "What specifically is the volunteer doing wrong, and have they been given the proper procedure and reasoning for it" and then to the volunteer I ask them to walk me through their thought process during that task. Maybe it's a question of lack of understanding." with 👍 00:50:35 Elisabeth Osei-Kwame: Reacted to "There also seems to be a language barrier for newcomers who say they understand the rules but in reality don't...this can also be a difficult situation to approach" with 👍🏿 00:50:40 Stu Metzler: I am prepared for (though we have not yet faced) a major donor who is volunteering and thinks they can get special treatment. Thankfully our advancement department has our back and realizes we have over 1500 volunteers a year. 00:50:48 Stu Metzler: Reacted to "There also seems to be a language barrier for newcomers who say they understand the rules but in reality don't...this can also be a difficult situation to approach" with 👍🏿 00:50:49 Anika Spreen: Reacted to "I am prepared for (though we have not yet faced) a major donor who is volunteering and thinks they can get special treatment. Thankfully our advancement department has our back and realizes we have over 1500 volunteers a year." with 👍 00:51:01 Jennifer Guss: Reacted to "My understanding has always been that although Volunteers are not employees, their performance, conduct, feedback, and separation should be managed with the same principles of consistency, fairness, professionalism, and documentation. Organizations should maintain clear expectations, address concerns promptly, document issues, and establish a process for ending volunteer service when necessary. While volunteers generally do not have the same legal protections as employees, they may still bring legal claims, making clear policies and consistent practices important for reducing organizational risk. But the catch is you need to word things a bit differently because legally you should treat or confuse a volunteer as an employee since they are not." with 👍 00:51:30 Stu Metzler: Reacted to "What do you do when staff say vol did/say abc and volunteer says, no didn't do/say abc. and flat out deny and/or give a different version. and no one else is there to ask to help clarify the situation? I had this happen last week :O" with 👍 00:51:39 Stu Metzler: Reacted to "What do you do if they deny they do or say what you are giving them feedback about?" with 👍 00:51:39 Shae Guinee: Replying to "It can be a difficult situation. This volunteer said that if i terminated them as a volunteer, they're immigration status would be denied..." HIGHLY recommend taking a look at your policies through a plain language lens. Can be extremely helpful for people for whom English is not a native language! Plain language guide series | Digital.gov 00:51:40 Ashlee Powers: It sometimes helps to call documents "guidelines" instead of "policies" when it comes to volunteers. 00:51:48 Melissa Pletcher: Reacted to "It sometimes helps to call documents "guidelines" instead of "policies" when it comes to volunteers." with 👍 00:51:51 Elisabeth Osei-Kwame: Reacted to "It sometimes helps to call documents "guidelines" instead of "policies" when it comes to volunteers." with 👍 00:51:54 Shae Guinee: Reacted to "It sometimes helps to call documents "guidelines" instead of "policies" when it comes to volunteers." with 👍 00:51:55 Denzel David: Reacted to "It sometimes helps to call documents "guidelines" instead of "policies" when it comes to volunteers." with 👍 00:52:02 Taylor Reigner: Do you recommend keeping records of conversations in the Note Log on MyImpact? 00:52:11 Niki Saylor: Reacted to "It sometimes helps to call documents "guidelines" instead of "policies" when it comes to volunteers." with 👍 00:52:21 Brenda Farwell: Reacted to "Do you recommend keeping records of conversations in the Note Log on MyImpact?" with 👍 00:52:40 Gina Hansen: Reacted to "How to give feedback to a group. Sometimes one persons behavior tends to lead the behavior of others and then they all have lost focus together." with 👍 00:52:42 Lacy Flippin: Replying to "It sometimes helps to call documents "guidelines" instead of "policies" when it comes to volunteers." We call it a handbook. 00:52:42 Shae Guinee: Replying to "It can be a difficult situation. This volunteer said that if i terminated them as a volunteer, they're immigration status would be denied..." We help organizations make information clear. 00:52:56 Lisa (GVFB): Reacted to "There also seems to be a language barrier for newcomers who say they understand the rules but in reality don't...this can also be a difficult situation to approach" with 👍🏿 00:53:04 Jeffrey Isaacson: Reacted to "HIGHLY recommend taking a look at your policies through a plain language lens. Can be extremely helpful for people for whom English is not a native language! Plain language guide series | Digital.gov" with 👍 00:53:04 Rob Drury: Reacted to "HIGHLY recommend taking a look at your policies through a plain language lens. Can be extremely helpful for people for whom English is not a native language! Plain language guide series | Digital.gov" with 👍 00:53:30 Lisa (GVFB): Reacted to "My understanding has always been that although Volunteers are not employees, their performance, conduct, feedback, and separation should be managed with the same principles of consistency, fairness, professionalism, and documentation. Organizations should maintain clear expectations, address concerns promptly, document issues, and establish a process for ending volunteer service when necessary. While volunteers generally do not have the same legal protections as employees, they may still bring legal claims, making clear policies and consistent practices important for reducing organizational risk. But the catch is you need to word things a bit differently because legally you should treat or confuse a volunteer as an employee since they are not." with 👍 00:53:31 Anika Spreen: Reacted to "We call it a handbook." with 👍 00:53:38 Better Impact Webinars: [WATCH] Volunteer Feedback: How a Culture of Balanced Communication Supports Retention - https://www.galaxydigital.com/webinars/volunteer-feedback-how-a-culture-of-balanced-communication-supports-retention 00:53:42 Shannon Johnston: Reacted to "We call it a handbook." with 👍 00:53:48 Suzan Nagel: How to deal with one volunteer complaining about another when you have never witnessed the behavior. 00:53:50 Whitney Zhang: Not all organizations have higher ups that will back up policies across all volunteers. Board members, big donors, or just longtime volunteers are expected to receive specialized treatment which means policies can't really be integrated. 00:54:21 Lisa Andrew: Replying to "I feel slighted when..." I think the curiosity approach is helpful. “Hey Sue, I noticed ___, can you help me understand how that came about? Or how you made that decision?” People are not as defensive when you seem to be genuinely interested in how and why they do their work a certain way. This also gives you time to learn if something was circumstantial or a possible training issue or something deeper. 00:54:24 Anika Spreen: Reacted to "How to deal with one volunteer complaining about another when you have never witnessed the behavior." with 👆 00:54:32 Jeffrey Isaacson: Replying to "Not all organizations have higher ups that will back up policies across all volunteers. Board members, big donors, or just longtime volunteers are expected to receive specialized treatment which means policies can't really be integrated." But that doesn't HAVE to be an expectation! It's tough though 00:54:41 Better Impact Webinars: Reacted to "I think the curiosity approach is helpful. “Hey Sue, I noticed ___, can you help me understand how that came about? Or how you made that decision?” People are not as defensive when you seem to be genuinely interested in how and why they do their work a certain way. This also gives you time to learn if something was circumstantial or a possible training issue or something deeper." with 👍 00:54:57 Julie Berube: this is what I have in ours. 13.3 Termination or Reassignment of Volunteer Service Volunteers may be reassigned or released due to performance concerns, policy violations, or changes in program needs. CHEO Foundation ensures that all volunteers are treated with dignity and fairness throughout the process. Volunteers may request an exit meeting or be referred to alternative opportunities within the organization. 00:55:03 Jeffrey Isaacson: Reacted to "I think the curiosity approach is helpful. “Hey Sue, I noticed ___, can you help me understand how that came about? Or how you made that decision?” People are not as defensive when you seem to be genuinely interested in how and why they do their work a certain way. This also gives you time to learn if something was circumstantial or a possible training issue or something deeper." with 👍 00:55:06 Lisa Wetherby: Is everyone getting every reaction as a new message? I can't figure out how to turn it off 00:55:12 Susan Schmidt: I think it's important that when an issue arises, that the counseling start with the direct supervisor of the volunteer who is creating the problem. Feeback needs to happen daily with the volunteers and addressed, in private if there's a correction that needs to happen before it blow up. As the manager, I'm here as a back up and support. If it does blow up, first we investigate, then we counsel before going to a written CAP- Corrective Action Plan in writing. The plan has to outline what needs to happen with a specific timeline. If the situation is leading to termination, we have a cooling off period and small committee of 3 to discuss the next steps, including termination. 00:55:16 Laura Barajas: Have to leave early. Such a great presentation. Very helpful! Thank you! 00:55:34 Jeffrey Isaacson: Replying to "I feel slighted when someone starts a feedback conversation by congratulating or thanking me for something. Is there an alternate route or opening statement/approach?" Also I think it would need to be genuine gratitude not just performative "here's a compliment sandwich" 00:55:40 Anika Spreen: Replying to "It can be a difficult situation. This volunteer said that if i terminated them as a volunteer, they're immigration status would be denied..." In the past, I believe we've also had adult volunteers who struggle reading or writing in English but are good volunteers 00:55:43 Deanna Howell: I sent a volunteer home for the remainder of her shift due to her behaviour. I explained that her behaviour was inappropriate and did not meet X,Y,Z of our organizational values. She told another staff member that she had more respect for me after that. 00:55:51 Niki Saylor: Reacted to "this is what I have in ours. 13.3 Termination or Reassignment of Volunteer Service Volunteers may be reassigned or released due to performance concerns, policy violations, or changes in program needs. CHEO Foundation ensures that all volunteers are treated with dignity and fairness throughout the process. Volunteers may request an exit meeting or be referred to alternative opportunities within the organization." with 👍 00:55:51 April Garrett: We have the wording" exemplifies the values of" in our policy and have included a dismal clause which includes not adhering to the values of our organization 00:56:01 Amy Wald: Reacted to "We have the wording" exemplifies the values of" in our policy and have included a dismal clause which includes not adhering to the values of our organization" with 👍 00:56:01 Holly Jin: If a recording is emailed, would you please also download and send the chat? There is so much valuable information here, and I don't see a download button. 00:56:20 Shae Guinee: Reacted to "If a recording is emailed, would you please also download and send the chat? There is so much valuable information here, and I don't see a download button." with ‼️ 00:56:29 Linda Krieger: Reacted to "If a recording is emailed, would you please also download and send the chat? There is so much valuable information here, and I don't see a download button." with 👍 00:56:30 Dana Fontaine: Tenure can be tricky. A volunteer being with an organization for a long time, does not always mean that they continue to be a good fit for an evolving volunteer program. 00:56:31 Lynn Willmott: It starts with onboarding, induction plays a big part in ensuring volunteers know what is expected, including the types of behaviours and actions that could lead to asking the volunteer to leave. That all staff need to be respected and listened to 00:56:43 Jeffrey Isaacson: Replying to "We have the wording" exemplifies the values of" in our policy and have included a dismal clause which includes not adhering to the values of our organization" We have added that recently as there have been reports of people pretending to join immigration related organizations to try to do "investigative work" or whatever! 00:56:59 Tracy Hemsath: Reacted to "If a recording is emailed, would you please also download and send the chat? There is so much valuable information here, and I don't see a download button." with 👍 00:57:08 Melanie Costello: Reacted to "If a recording is emailed, would you please also download and send the chat? There is so much valuable information here, and I don't see a download button." with 👍 00:57:14 Jeffrey Isaacson: Reacted to "If a recording is emailed, would you please also download and send the chat? There is so much valuable information here, and I don't see a download button." with 👍 00:57:16 Robin Feinman: Reacted to "If a recording is emailed, would you please also download and send the chat? There is so much valuable information here, and I don't see a download button." with 👍 00:57:23 Ashlee Powers: I would just say, "regardless, these are the expectations" 00:57:24 Jeffrey Isaacson: Reacted to "We have the wording" exemplifies the values of" in our policy and have included a dismal clause which includes not adhering to the values of our organization" with 👍 00:57:27 Britney Dawson: Reacted to "If a recording is emailed, would you please also download and send the chat? There is so much valuable information here, and I don't see a download button." with 👍 00:57:52 Dorothy Agbetiafa: Reacted to "If a recording is emailed, would you please also download and send the chat? There is so much valuable information here, and I don't see a download button." with 👍 00:58:14 Better Impact Webinars: Reacted to "We have the wording" exemplifies the values of" in our policy and have included a dismal clause which includes not adhering to the values of our organization" with 👍 00:58:23 Gina Hansen: Reacted to "Its so challenging when staff say this about a volunteer and the volunteer has a different version..... and no one else is around to confirm one or the other..." with 👍 00:58:42 Dana Fontaine: Reacted to "If a recording is emailed, would you please also download and send the chat? There is so much valuable information here, and I don't see a download button." with 👍 00:59:08 Marcia Hirneisen: Reacted to "Also I think it would need to be genuine gratitude not just performative "here's a compliment sandwich"" with 👍 00:59:14 Stephanie Coffel: Reacted to "I would just say, "regardless, these are the expectations"" with 👍 00:59:15 Dana Fontaine: Reacted to "I sent a volunteer home for the remainder of her shift due to her behaviour. I explained that her behaviour was inappropriate and did not meet X,Y,Z of our organizational values. She told another staff member that she had more respect for me after that." with 👍 00:59:18 Raquel Velarde: Reacted to "It starts with onboarding, induction plays a big part in ensuring volunteers know what is expected, including the types of behaviours and actions that could lead to asking the volunteer to leave. That all staff need to be respected and listened to" with ❤️ 00:59:19 Anika Spreen: Reacted to "If a recording is emailed, would you please also download and send the chat? There is so much valuable information here, and I don't see a download button." with 👍 00:59:20 Elisabeth Osei-Kwame: Reacted to "We have added that recently as there have been reports of people pretending to join immigration related organizations to try to do "investigative work" or whatever!" with ‼️ 00:59:21 Milly Pil: Replying to "If a recording is emailed, would you please also download and send the chat? There is so much valuable information here, and I don't see a download button." If you click the 3 dots near the title of the seminar, (to the left of the box with diagonal arrow and the X symbols) you should be able to save the chat as a text file! 00:59:30 Valerie Benites: Would you be able to share via email the policy you used or an example? 00:59:45 Elyse Packard: I added some DEI examples to my orientation slides which have helped with expectations of volunteers serving the public a lot. I put the slide title as Assumptions On The Dock (I work at The Center for Wooden Boats). three bullet points is all i added but it helped with generational niceties being brought to modern day. 01:00:24 Better Impact Webinars: Reacted to "I added some DEI examples to my orientation slides which have helped with expectations of volunteers serving the public a lot. I put the slide title as Assumptions On The Dock (I work at The Center for Wooden Boats). three bullet points is all i added but it helped with generational niceties being brought to modern day." with ❤️ 01:00:34 Shayla Finley: @Renee Williams - I always lead with "do you mind if I share some feedback with you now?" I also don't like the extra pleasantries and prefer to get into it. Feels the most respectful to give them the heads up that this is about feedback and then lead the conversation. I do this at the beginning of a shift and then I give them space to process. If it seems like the person was a bit deflated or defensive about this, I also like to do my best to see them at the end of their shift to thank them and leave things on an appreciative note. 01:01:00 Jeffrey Isaacson: Reacted to "@Renee Williams - I always lead with "do you mind if I share some feedback with you now?" I also don't like the extra pleasantries and prefer to get into it. Feels the most respectful to give them the heads up that this is about feedback and then lead the conversation. I do this at the beginning of a shift and then I give them space to process. If it seems like the person was a bit deflated or defensive about this, I also like to do my best to see them at the end of their shift to thank them and leave things on an appreciative note." with 👍 01:01:11 Better Impact Webinars: Reacted to "If a recording is emailed, would you please also download and send the chat? There is so much valuable information here, and I don't see a download button." with 👍 01:01:26 Milly Pil: Reacted to "I added some DEI examples to my orientation slides which have helped with expectations of volunteers serving the public a lot. I put the slide title as Assumptions On The Dock (I work at The Center for Wooden Boats). three bullet points is all i added but it helped with generational niceties being brought to modern day." with ❤️ 01:01:30 Better Impact Webinars: Replying to "If a recording is em..." Hi Holly! Yes, we will be including an export of this chat on the recording page, which should be emailed to you within a week or so 01:01:31 Jeffrey Isaacson: Most people don't realize they are doing something wrong, or at least care about the mission and don't realize it's hurting it 01:01:34 Better Impact Webinars: Reacted to "If you click the 3 dots near the title of the seminar, (to the left of the box with diagonal arrow and the X symbols) you should be able to save the chat as a text file!" with ❤️ 01:01:34 Robyn Owen: Will need to pop off early. This webinar has been tremendous! Thank you team! 01:01:54 Better Impact Webinars: Reacted to "Will need to pop off early. This webinar has been tremendous! Thank you team!" with ❤️ 01:01:55 Julie Berube: this is what I have in ours. 13. Ending the Volunteer Relationship 13.1 Commitment to Resolution CHEO Foundation values its volunteers and strives to resolve conflicts or challenges in a mutually suitable way whenever possible. Open communication and support are prioritized to address concerns before ending a volunteer relationship. 01:01:57 Stephanie Coffel: Reacted to "I added some DEI examples to my orientation slides which have helped with expectations of volunteers serving the public a lot. I put the slide title as Assumptions On The Dock (I work at The Center for Wooden Boats). three bullet points is all i added but it helped with generational niceties being brought to modern day." with ❤️ 01:01:59 Better Impact Webinars: Reacted to "this is what I have in ours. 13. Ending the Volunteer Relationship 13.1 Commitment to Resolution CHEO Foundation values its volunteers and strives to resolve conflicts or challenges in a mutually suitable way whenever possible. Open communication and support are prioritized to address concerns before ending a volunteer relationship." with ❤️ 01:02:07 Julie Berube: 13.2 Grounds for Immediate Dismissal CHEO Foundation reserves the right to dismiss any volunteer whose actions do not align with the organization’s mission or who violate policies, procedures, position responsibilities, or organizational boundaries. Grounds for immediate dismissal include, but are not limited to: • Failure to conduct oneself with integrity, compassion, and professionalism, including respect toward staff, fellow volunteers, and the public. • Behavior that could harm the reputation of CHEO Foundation, including inappropriate language, conflicts of interest, or actions that disrupt a safe, inclusive, and respectful environment. • Illegal, violent, or unsafe acts (which may involve law enforcement, including Ottawa Police Services). • Theft or misuse of CHEO Foundation property, funds, equipment, or materials. • Being under the influence of alcohol or drugs while performing volunteer duties. • Any action or behavior that causes harm to clients. 01:02:12 Julie Berube: 13.3 Termination or Reassignment of Volunteer Service Volunteers may be reassigned or released due to performance concerns, policy violations, or changes in program needs. CHEO Foundation ensures that all volunteers are treated with dignity and fairness throughout the process. Volunteers may request an exit meeting or be referred to alternative opportunities within the organization. 13.4 Resignation Process Volunteers choosing to resign are asked to follow these steps: • Participate in an exit interview or complete an exit survey to provide feedback on their experience. • Return any materials, equipment, or identification provided by CHEO Foundation. • Review policies regarding reinstatement or reapplication for future volunteer opportunities. 01:02:27 Better Impact Webinars: Incredible, thanks for sharing excerpts and language from your policies, folks! 01:02:54 Milly Pil: Reacted to "Hi Holly! Yes, we will be including an export of this chat on the recording page, which should be emailed to you within a week or so" with ❤️ 01:03:04 Better Impact Webinars: We will make sure to email the chat, along with the recording and slides, within about one week! 01:03:06 Dana Fontaine: Reacted to "I added some DEI examples to my orientation slides which have helped with expectations of volunteers serving the public a lot. I put the slide title as Assumptions On The Dock (I work at The Center for Wooden Boats). three bullet points is all i added but it helped with generational niceties being brought to modern day." with 👍 01:03:16 Keith Puffer: Reacted to "We will make sure email the chat, along with the recording and slides, within about one week!" with 👍 01:03:17 Shae Guinee: Reacted to "We will make sure email the chat, along with the recording and slides, within about one week!" with ❤️ 01:03:21 Brittany Kosydar: Reacted to "We will make sure to email the chat, along with the recording and slides, within about one week!" with 👍 01:03:28 Kaitlyn Corlett: Having grace for folks who might be going through a rough time and we only see a "snippet" some of the outcomes of them having immense pressures too. I find still having those check-ins/ convos helps many volunteers feel seen and not just a number 01:03:30 Olga Elizarova: Reacted to "Having grace for folks who might be going through a rough time and we only see a "snippet" some of the outcomes of them having immense pressures too. I find still having those check-ins/ convos helps many volunteers feel seen and not just a number" with 👍 01:03:32 Better Impact Webinars: Reacted to "13.2 Grounds for Immediate Dismissal CHEO Foundation reserves the right to dismiss any volunteer whose actions do not align with the organization’s mission or who violate policies, procedures, position responsibilities, or organizational boundaries. Grounds for immediate dismissal include, but are not limited to: • Failure to conduct oneself with integrity, compassion, and professionalism, including respect toward staff, fellow volunteers, and the public. • Behavior that could harm the reputation of CHEO Foundation, including inappropriate language, conflicts of interest, or actions that disrupt a safe, inclusive, and respectful environment. • Illegal, violent, or unsafe acts (which may involve law enforcement, including Ottawa Police Services). • Theft or misuse of CHEO Foundation property, funds, equipment, or materials. • Being under the influence of alcohol or drugs while performing volunteer duties. • Any action or behavior that causes harm to clients." with ❤️ 01:03:33 Marcia Hirneisen: Reacted to "We will make sure to email the chat, along with the recording and slides, within about one week!" with 👍 01:03:35 Better Impact Webinars: Reacted to "13.3 Termination or Reassignment of Volunteer Service Volunteers may be reassigned or released due to performance concerns, policy violations, or changes in program needs. CHEO Foundation ensures that all volunteers are treated with dignity and fairness throughout the process. Volunteers may request an exit meeting or be referred to alternative opportunities within the organization. 13.4 Resignation Process Volunteers choosing to resign are asked to follow these steps: • Participate in an exit interview or complete an exit survey to provide feedback on their experience. • Return any materials, equipment, or identification provided by CHEO Foundation. • Review policies regarding reinstatement or reapplication for future volunteer opportunities." with ❤️ 01:03:37 Anika Spreen: Reacted to "Having grace for folks who might be going through a rough time and we only see a "snippet" some of the outcomes of them having immense pressures too. I find still having those check-ins/ convos helps many volunteers feel seen and not just a number" with 👍 01:03:44 Charmaine Cades: Reacted to "Having grace for folks who might be going through a rough time and we only see a "snippet" some of the outcomes of them having immense pressures too. I find still having those check-ins/ convos helps many volunteers feel seen and not just a number" with ❤️ 01:03:48 Alexis Sterling: This is our code of conduct for volunteers. 01:04:01 Britney Dawson: Reacted to "We will make sure to email the chat, along with the recording and slides, within about one week!" with ❤️ 01:04:45 Katie Myszka: Reacted to "Having grace for folks who might be going through a rough time and we only see a "snippet" some of the outcomes of them having immense pressures too. I find still having those check-ins/ convos helps many volunteers feel seen and not just a number" with ❤️ 01:04:47 Better Impact Webinars: The Digital Volunteer Experience Tech Audit  - https://www.galaxydigital.com/free-tools/volunteer-tech-audit-sign-up 01:05:44 Anika Spreen: Replying to "@Anika Spreen They are just blackmailing you :( That is not true, and it has been proven many times by immigration officers that volunteering in the community does not affect an individual’s immigration status at all" They use the "Permanent Residence in Canada under the Humanitarian and Compassionate (H&C) grounds" I'll have to look into what this is. 01:05:50 Antonio Peraza: Reacted to "I added some DEI examples to my orientation slides which have helped with expectations of volunteers serving the public a lot. I put the slide title as Assumptions On The Dock (I work at The Center for Wooden Boats). three bullet points is all i added but it helped with generational niceties being brought to modern day." with ❤️ 01:05:50 Maura Muller: Reacted to "I think the curiosity approach is helpful. “Hey Sue, I noticed ___, can you help me understand how that came about? Or how you made that decision?” People are not as defensive when you seem to be genuinely interested in how and why they do their work a certain way. This also gives you time to learn if something was circumstantial or a possible training issue or something deeper." with 👍 01:06:16 Angela Williamson: I had a situation where staff said, tell volunteers to not go in the back hallway. So I asked volunteers why they were going back there. I found out the volunteers where trying to help staff by moving boxes out of the way for recycling, and other helpful things. So I could then ask staff - how can volunteers still be helpful without going in the back hallway. And a solution was found for everyone that then solved the staff concern and explained to vols why they couldn't go in back. And helped the volunteers know how they could still be helpful. 01:06:19 Brandon Chapman: One big aspect of working with volunteers is building relationships with the volunteers and establishing a rapport. This will make everything that follows--including providing negative feedback--easier. 01:06:29 Better Impact Webinars: [GUIDE] Volunteer Tracking: A Holistic Guide for Leaders of Volunteers - https://www.galaxydigital.com/free-tools/volunteer-tracking-a-holistic-guide-for-leaders-of-volunteers 01:07:06 Milly Pil: Reacted to "I had a situation where staff said, tell volunteers to not go in the back hallway. So I asked volunteers why they were going back there. I found out the volunteers where trying to help staff by moving boxes out of the way for recycling, and other helpful things. So I could then ask staff - how can volunteers still be helpful without going in the back hallway. And a solution was found for everyone that then solved the staff concern and explained to vols why they couldn't go in back. And helped the volunteers know how they could still be helpful." with ❤️ 01:07:24 Better Impact Webinars: [GUIDE] The Ultimate Guide to Boosting Volunteer Engagement with Technology - https://www.galaxydigital.com/free-tools/the-ultimate-guide-to-boosting-volunteer-engagement-with-technology 01:07:28 Laura Lafantaisie: Our instinct is often to spend less time with our difficult volunteers but those are the ones you need to invest the most time in so that when you have issues it is much easier to manage as you have an established relationship. 01:07:44 Amy Wald: Reacted to "Our instinct is often to spend less time with our difficult volunteers but those are the ones you need to invest the most time in so that when you have issues it is much easier to manage as you have an established relationship." with 💯 01:07:45 Anika Spreen: Reacted to "Our instinct is often to spend less time with our difficult volunteers but those are the ones you need to invest the most time in so that when you have issues it is much easier to manage as you have an established relationship." with 👍 01:08:08 Dana Fontaine: Replying to "@Renee Williams - I ..." This is great - My experience has been offering feedback “in the moment” is often not well received. Asking for a time to review something that works for both parties ensures both are fully present for the discussion 01:08:09 Dr Dave Hillis: Add last minute items before the meeting ends: https://otter.ai/u/IMxVdTTP-98CTwdzcOpWvsWX4_8?utm_source=va_chat_link_3 01:08:19 Jeffrey Isaacson: Replying to "@Anika Spreen They are just blackmailing you :( That is not true, and it has been proven many times by immigration officers that volunteering in the community does not affect an individual’s immigration status at all" In the US, not necessarily anymore. At asylum interviews there are now questions about moral character 01:08:20 Better Impact Webinars: Reacted to "Our instinct is often to spend less time with our difficult volunteers but those are the ones you need to invest the most time in so that when you have issues it is much easier to manage as you have an established relationship." with 👍 01:08:37 Charmaine Cades: I agree, having code of conducts, as well as "grounds for immediate dismissal" (like theft, gross insubordination, etc.) coupled with clear policies and procedures is integral. Good old Linda Graff's - "By Definition, policies for volunteer programs" is still a helpful tool for ensuring folks are all on the same page. Policies help define your best practices for all and as noted being humane!! 01:08:38 Lacy Flippin: Reacted to "Our instinct is often to spend less time with our difficult volunteers but those are the ones you need to invest the most time in so that when you have issues it is much easier to manage as you have an established relationship." with 👍 01:08:45 Anika Spreen: Replying to "@Anika Spreen They are just blackmailing you :( That is not true, and it has been proven many times by immigration officers that volunteering in the community does not affect an individual’s immigration status at all" Thank you this is very helpful! 01:09:13 Better Impact Webinars: Tech Readiness Quiz: Does Your Organization Need Volunteer Engagement Technology? - https://www.galaxydigital.com/free-tools/tech-readiness-quiz 01:09:15 Dana Fontaine: Reacted to "this is what I have in ours. 13. Ending the Volunteer Relationship 13.1 Commitment to Resolution CHEO Foundation values its volunteers and strives to resolve conflicts or challenges in a mutually suitable way whenever possible. Open communication and support are prioritized to address concerns before ending a volunteer relationship." with ❤️ 01:09:16 Elisabeth Osei-Kwame: Reacted to "@Anika Spreen They are just blackmailing you :( That is not true, and it has been proven many times by immigration officers that volunteering in the community does not affect an individual’s immigration status at all" with 👀 01:09:22 Charmaine Cades: Reacted to "@Renee Williams - I always lead with "do you mind if I share some feedback with you now?" I also don't like the extra pleasantries and prefer to get into it. Feels the most respectful to give them the heads up that this is about feedback and then lead the conversation. I do this at the beginning of a shift and then I give them space to process. If it seems like the person was a bit deflated or defensive about this, I also like to do my best to see them at the end of their shift to thank them and leave things on an appreciative note." with 👍 01:09:29 Stu Metzler: Reacted to "Not all organizations have higher ups that will back up policies across all volunteers. Board members, big donors, or just longtime volunteers are expected to receive specialized treatment which means policies can't really be integrated." with 👍 01:09:37 Dana Fontaine: Reacted to "13.2 Grounds for Immediate Dismissal CHEO Foundation reserves the right to dismiss any volunteer whose actions do not align with the organization’s mission or who violate policies, procedures, position responsibilities, or organizational boundaries. Grounds for immediate dismissal include, but are not limited to: • Failure to conduct oneself with integrity, compassion, and professionalism, including respect toward staff, fellow volunteers, and the public. • Behavior that could harm the reputation of CHEO Foundation, including inappropriate language, conflicts of interest, or actions that disrupt a safe, inclusive, and respectful environment. • Illegal, violent, or unsafe acts (which may involve law enforcement, including Ottawa Police Services). • Theft or misuse of CHEO Foundation property, funds, equipment, or materials. • Being under the influence of alcohol or drugs while performing volunteer duties. • Any action or behavior that causes harm to clients." with ❤️ 01:09:45 Dana Fontaine: Reacted to "13.3 Termination or Reassignment of Volunteer Service Volunteers may be reassigned or released due to performance concerns, policy violations, or changes in program needs. CHEO Foundation ensures that all volunteers are treated with dignity and fairness throughout the process. Volunteers may request an exit meeting or be referred to alternative opportunities within the organization. 13.4 Resignation Process Volunteers choosing to resign are asked to follow these steps: • Participate in an exit interview or complete an exit survey to provide feedback on their experience. • Return any materials, equipment, or identification provided by CHEO Foundation. • Review policies regarding reinstatement or reapplication for future volunteer opportunities." with ❤️ 01:10:07 Charmaine Cades: Reacted to "I had a situation where staff said, tell volunteers to not go in the back hallway. So I asked volunteers why they were going back there. I found out the volunteers where trying to help staff by moving boxes out of the way for recycling, and other helpful things. So I could then ask staff - how can volunteers still be helpful without going in the back hallway. And a solution was found for everyone that then solved the staff concern and explained to vols why they couldn't go in back. And helped the volunteers know how they could still be helpful." with ❤️ 01:10:12 Better Impact Webinars: [WATCH] Volunteer Leadership: Finding Your Voice on the Journey as a Volunteer Engagement Professional - https://www.galaxydigital.com/webinars/volunteer-leadership-finding-your-voice-on-the-journey-as-a-volunteer-engagement-professional 01:10:22 Dana Fontaine: Reacted to "We will make sure to email the chat, along with the recording and slides, within about one week!" with 👍 01:12:36 Elyse Packard: Reacted to "I had a situation where staff said, tell volunteers to not go in the back hallway. So I asked volunteers why they were going back there. I found out the volunteers where trying to help staff by moving boxes out of the way for recycling, and other helpful things. So I could then ask staff - how can volunteers still be helpful without going in the back hallway. And a solution was found for everyone that then solved the staff concern and explained to vols why they couldn't go in back. And helped the volunteers know how they could still be helpful." with ❤️ 01:12:41 Better Impact Webinars: [GUIDE] The Ultimate Guide to Boosting Volunteer Engagement  with Technology - https://www.galaxydigital.com/free-tools/the-ultimate-guide-to-boosting-volunteer-engagement-with-technology 01:13:30 Better Impact Webinars: [GUIDE] Calculating Volunteer Program ROI: A Holistic View for Volunteer Leaders - https://www.galaxydigital.com/free-tools/volunteer-program-roi-guide 01:13:46 Deanna Howell: Gotta run! There's another meeting happening in my space. Thanks for the info! 01:13:55 Betty Argenbright: Thank you so much Karen and team, I truly appreciate this webinar. It has been very helpful 01:13:59 Jill Howey: Karen, thank you so much for your time! this was very informative. 01:13:59 Heather Morigeau: Thank you for this fantastic insight Have a great day! 01:14:00 Jeffrey Isaacson: Thank you all, great chat! 01:14:01 Anika Spreen: That was great! 01:14:08 Dana Fontaine: Thank you! 01:14:12 Anna Hornung: Thank you this has been fantastic! 01:14:12 Antonio Peraza: Thank you! 01:14:13 Melissa Pletcher: Thank you! 01:14:14 Rachelle Basso: Thank you for all the great information! 01:14:14 Mac Bronk: Thank you! 01:14:14 Marcia Hirneisen: Outstanding feedback with LOTS of resources. Thank you! 01:14:14 Mirna Alberto: Thank you Karen! 01:14:15 Kevin Noseworthy: Many thanks for your presentation! 01:14:16 Better Impact Webinars: Connect with Karen on LinkedIn: https://www.linkedin.com/in/karen-knight-consulting/ 01:14:18 Keith Puffer: 👍thank you 01:14:18 Kaitlyn Corlett: Hopping on another meeting, but this is so lovely! First better impact event I have attended and loved this :) 01:14:19 Deidre Giesbrecht: Thank you! Great information. 01:14:20 Carissa Hayward: thank you! 01:14:21 Amy Rager: where do we get the resources? 01:14:21 Stephanie Coffel: Thank you! 01:14:24 Luisa Chocron: thank you 01:14:26 Lori Baldwin: thank you 01:14:27 Rebecca Broadbent: Thank you! 01:14:28 Antonia Reitter: thank you! 01:14:28 Davina Jehring: Thank you, Karen, this was such a valuable webinar. 01:14:29 Luisa Chocron: will the slides be emailed 01:14:29 Shayla Finley: Thank you! 01:14:31 Atalaya Horton-Keyes: Thank you! 01:14:35 wendell ransom: thank you 01:14:35 Manvir Pangly: thank you!!! 01:14:42 Milly Pil: brilliant presentation, and thanks for keeping it real!! relationships are so tough! 01:14:49 Mercedes Dunphy: Apologies - I need to sign off now. thank you for all of the information! 01:14:49 Charles Griffith: thank you so much 01:14:51 Jerramy Dear-Ruel: Thank you!! 01:14:51 Kevin Nelson: Thank You! 01:14:56 Catherine Shrubshall: thank you! 01:14:56 Sara Sison: Thank you so much! This comes at a much needed time for us. 01:14:57 Sheri Masaro: thank you 01:14:58 Melanie Costello: Thank you for the helpful information! 01:14:59 Constance Ader: Thank you. I look forward to getting the slides and chat with this conversation 01:15:01 Jacqueline Brackett: Very informative webinar! EXCELLENT! Jacqueline Brackett, Volunteer Coordinator, Cuyahoga County Juvenile Detention Center, Cleveland, OH 01:15:01 Stephanie Coffel: so helpful, thank you so much. 01:15:02 Bonnie Shoffner: Thank you, great helpful insights and resources. 01:15:03 Better Impact Webinars: Learn more about the Volunteer Management Hybrid Conference! An international day where volunteer leaders come together to network and learn from one another! https://www.betterimpact.com/vmhc 01:15:11 Umeca Briscoe: Thank you! 01:15:11 Jessica Wilbur: Thank you!! Great info :) 01:15:14 Brenda Farwell: Thank you so much ! 01:15:31 Sherry Main: Thank you Karen! 01:15:49 Charmaine Cades: Faiza F one of my fav guru's, uses this acronym CLICK...Consequences, Legal, Image, Climate, Knot. Does this volunteers actions have serious consequences, will it affect our agency legally, affect our image, or culture, and does this leave a knot in my gut 01:16:11 Lisa (GVFB): Thank you!! 01:16:20 John Anthony Tucker: Thank you. This was a great meeting with a ton of helpful resources. 01:16:20 Pamela Kohut: Reacted to "Faiza F one of my fav guru's, uses this acronym CLICK...Consequences, Legal, Image, Climate, Knot. Does this volunteers actions have serious consequences, will it affect our agency legally, affect our image, or culture, and does this leave a knot in my gut" with ❤️ 01:16:22 Better Impact Webinars: Individual conference registration for the VMHC is NOW OPEN! Register as a virtual attendee here: https://vmhc2026.ticketbud.com/volunteer-management-hybrid-conference-vmhc-individual-registration- 01:16:24 Elisabeth Osei-Kwame: Reacted to "Faiza F one of my fav guru's, uses this acronym CLICK...Consequences, Legal, Image, Climate, Knot. Does this volunteers actions have serious consequences, will it affect our agency legally, affect our image, or culture, and does this leave a knot in my gut" with 💡 01:16:26 Better Impact Webinars: Reacted to "Thank you. This was a great meeting with a ton of helpful resources." with ❤️ 01:16:29 Better Impact Webinars: Reacted to "Thank you!!" with ❤️ 01:16:39 Mirna Alberto: The stronger your relationship is with volunteers, the easier it would be for them to approach you about issues, is what i've experienced, keeping your door open for when they need you. 01:17:04 Charmaine Cades: Reacted to "The stronger your relationship is with volunteers, the easier it would be for them to approach you about issues, is what i've experienced, keeping your door open for when they need you." with ❤️ 01:17:07 Jerri Whitney: Thank you for the helpful insight and tips. 01:17:11 Marcelle Jones: Court- what’s your email? 01:17:15 Kady Aamot: Thank You! 01:17:25 John Anthony Tucker: I have to attend another meeting. This was great. 01:17:28 Better Impact Webinars: Reacted to "I have to attend another meeting. This was great." with ❤️ 01:17:30 Better Impact Webinars: Reacted to "Thank You!" with ❤️ 01:17:34 Better Impact Webinars: Reacted to "Thank you for the helpful insight and tips." with ❤️ 01:17:40 Charmaine Cades: So sad, less risky role?? 01:17:57 Holly Jin: yes, I need this, too. Multi-step tasks are becoming difficult. 01:18:18 Better Impact Webinars: [GUIDE] Digital Volunteer Communications Guide: 25+ Messages Your Volunteers Need to Receive - https://www.galaxydigital.com/free-tools/digital-volunteer-communications-guide 01:18:26 Jean ward: I heard a great phrase: Promote them out of the way. 01:18:44 Elisabeth Osei-Kwame: Reacted to "I heard a great phrase: Promote them out of the way." with 😂 01:18:49 Stu Metzler: We had one who had it since I started. We were able to celebrate them and their spouse considered coming back with them. They recently shared it was too hard to do because of them needing increased care. A good reminder to reach back and check in. 01:18:55 Bonnie Shoffner: August AL!VE Academy - Retiring Volunteers With Dignity and Compassion - This was a great webinar about aging volunteers check out their website. 01:19:07 Charmaine Cades: Reaching out to their family. Maybe they can teach new volunteers...they still have experience and knowledge. More flexible schedule. 01:19:10 Angela Williamson: Dementia, I brought in family members and talked with them first to share what we were seeing. S they would know about it. then work together as team to approach the person. 01:19:22 Charmaine Cades: Reacted to "Dementia, I brought in family members and talked with them first to share what we were seeing. S they would know about it. then work together as team to approach the person." with 👍 01:19:24 Mirna Alberto: Inform family, they are thankful to have your support too. we've seen it live, unfortunately. 01:19:37 Better Impact Webinars: Looking for more professional development opportunities? Individual registration for the Volunteer Management Hybrid Conference is NOW OPEN! Register as a virtual attendee here: https://vmhc2026.ticketbud.com/volunteer-management-hybrid-conference-vmhc-individual-registration- [Full message cannot be displayed on this version] 01:19:47 Peg Andrae: Thank you so much for your insight and ideas/suggestions! This has been very helpful! 01:19:48 Stu Metzler: We had to send a certified letter as we originally had no contact with spouse and thankfully they were both willing to talk to us on the phone together. 01:20:01 Emmanuelle Faucher: Thank you! 01:20:10 Maura Muller: Many thanks! 01:20:11 Jean ward: Thank you! 01:20:16 Sarah Costen: Thank you. Very informative 01:20:18 Better Impact Webinars: Learn more about Karen Knight Consulting here: https://karenknight.ca/ 01:20:19 Cheryl Fedorus: Thank you! 01:20:23 Angela Williamson: Working with people is challenging and unique for each one of us! :) 01:20:25 Better Impact Webinars: Reacted to "Thank you so much for your insight and ideas/suggestions! This has been very helpful!" with ❤️ 01:20:26 Julie Ray: Thank you! 01:20:46 Marcia Tiro-Burns: Thank you! 01:20:47 Amber Hardiman: Wonderful training! Thank you so much. 01:20:49 Claudia Padilla-Gonzalez: Thank you for your time and this research information! 01:20:50 Better Impact Webinars: Connect with Karen on LinkedIn: https://www.linkedin.com/in/karen-knight-consulting/ 01:20:57 Jeannie Lukan: I am working through this, and I have booked another volunteer to work same time. I am providing a little more support and my manager has checked in with family member to ensure we are all on the same page. This lady enjoys her purpose to volunteer and we want to support her as long as possible. :) 01:20:58 Andrea Dunkley: Thank you 01:20:58 Suzan Nagel: Thank you so much. Very valuable. 01:20:59 Hannah Zimbel: Thank you Karen and everyone in the chat for some great conversations! 01:21:03 Brittany Kosydar: thank you :) 01:21:04 Charmaine Cades: Thank you Karen. Always a great learning opportunity! Appreciate it Court! 01:21:06 Angela Williamson: Awesome Karen! 01:21:06 Better Impact Webinars: Reacted to "Thank you Karen and everyone in the chat for some great conversations!" with ❤️ 01:21:08 Mayaya Mack: would you share all the links shared here?! 01:21:11 Maura Muller: Reacted to "I am working through this, and I have booked another volunteer to work same time. I am providing a little more support and my manager has checked in with family member to ensure we are all on the same page. This lady enjoys her purpose to volunteer and we want to support her as long as possible. :)" with ❤️