MEMBER RETENTION

While volunteer ambulance members do quit because of lifestyle changes, (i.e. moving, job change, children) many more leave for other reasons. Studies in New York and Virginia indicate that "internal conflict" is the major reason for members to leave volunteer EMS services. Volunteers will generally continue to serve if they feel their efforts are challenging, valuable, and appreciated. The appreciation comes from the service, the community and service customers (the patient and their families). The following is a list of ten items that volunteers need:

If you want my loyalty, interests and best efforts, remember that...

1. I need a SENSE OF BELONGING, a feeling that I am honestly needed for my total self, not just for my hands, nor because I take orders well.

2. I need to have a sense of sharing in planning our objectives. My need will be satisfied only when I feel that my ideas have had a fair hearing.

3. I need to feel that the goals and objectives of the organization are within reach and that they make sense to me.

4. I need to feel that what I'm doing has real purpose or contributes to human welfare--that value extends even beyond my personal gain or hours.

5. I need to share in making the rules, by which, together, we shall live and work toward our goals.

6. I need to know in some clear detail just what is expected of me--not only my detailed task but also where I have opportunity to make personal and final decisions.

7. I need to have some responsibilities that challenge, that are within the range of my abilities and interest, that contribute toward reaching my assigned goal and that cover all goals.

8. I need to see that progress is being made toward the goals we have set.

9. I need to be kept informed. What I'm not up on, I may be down on. (Keeping me informed is one way to give me status as an individual).

10. I need to have confidence in my leaders-confidences based on assurance of consistent fair treatment, of recognition when it is due, and trust that loyalty will bring increased security.

How do the service leaders create an environment where these needs are met? By creating a challenging, comfortable and flexible environment where members are recognized and appreciated by the service, its members, the community and the service's customers. Volunteers need to know that their actions or inactions do matter to others and to the service. The following are examples of items that services can utilize to create and maintain a member's sense of belonging and importance and provide benefits for contributing to the community:

• Stimulating in-service training
• Awards banquets
• Child care opportunities
• Reimbursement for education/training programs.
• Photo I.D.'s
• College/Technical School scholarships
• Paid stipends
• Regular performance evaluations
• Recognition in local media
• Recognition letters to employers
• Business cards
• Discounts for community business goods
• Housing/rental discounts
• Insurance coverage
• Uniforms and cleaning allowance
• Appointment within service
• Plaques for years of service
• Free use of community recreation facilities
• Magazine subscriptions
• Local tax abatements
• Retirement programs
• Fitness center enrollments
• Framed membership certificates
• Have popular local officials send letters of recognition to new members and members that have made significant contributions
• Offer flexible shifts
• Establish ride-along programs at busier services for medics

An important element of retention that is often lacking is good communications. This starts with maintaining a complete personnel file on each member, the use of newsletters and well run meetings and training sessions. Maintaining and reviewing personnel files will help ensure that recognition is identified. Services would benefit from identifying someone to be their personnel officer to conduct this job. A newsletter is also a good method of providing information to the members. Since members are typically brought together only for monthly meetings or training, a newsletter helps to distribute information that is time sensitive or would only make monthly meetings too lengthy. As for monthly meetings, a chairperson that keeps the meeting moving and uses committees appropriately is very valuable to the service. If meetings are not controlled, people will not participate and communications will falter.

All these retention ideas are only as good as the services' commitment to them. Services first need to identify the needs of their individual members and then need to provide the incentives that can fulfill these needs. Likewise, members need to communicate their needs to service leaders. If a member does resign, then an exit interview should be done to determine the reason for departing. At the same time a discussion should ensue regarding the member's perception of the organization, perceived problems and suggestions for the continued operation of the organization. Many people feel less inhibited in making suggestions once they are no longer concerned about the impact of their criticisms on their position in the organization.

Retaining good volunteers is a very important aspect of managing a volunteer service. Service leaders need to study successful services methods, learn their own members' needs, secure the resources needed to fulfill these needs and provide them