There is an increasing need for Extension professionals to understand the needs and expectations of present and future volunteers. The SERVE Model for Volunteer Administration represents a good starting point to begin to understand the purposes, needs, and positions of volunteers. The model has seven stages that allow volunteers and volunteer administrators to move freely from stage to stage according to the needs of the organization. SERVE, an acronym for strategize/search, educate/energize, recruit/resource, volunteer/volunteer administrator, and evaluate, is designed to help volunteers and volunteer administrators work hand-in-hand on various projects to fulfill one another\u27s needs

Whitson, Kimberly S

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The Journal of Extension Volume 46 Number 5 Article 24 10-1-2008 SERVE Model: A Hands-On Approach to Volunteer Administration Kimberly S. Whitson University of Kentucky, Cooperative Extension, Laurel County, kim.whitson@uky.edu This work is licensed under a Creative Commons Attribution-Noncommercial-Share Alike 4.0 License. Recommended Citation Whitson, K. S. (2008). SERVE Model: A Hands-On Approach to Volunteer Administration. The Journal of Extension, 46(5), Article 24. https://tigerprints.clemson.edu/joe/vol46/iss5/24 This Ideas at Work is brought to you for free and open access by the Conferences at TigerPrints. It has been accepted for inclusion in The Journal of Extension by an authorized editor of TigerPrints. For more information, please contact kokeefe@clemson.edu. 	 JOEHOME JOURNAL GUIDELINES ABOUT	JOE CONTACT NATIONAL	JOB	BANKCurrent	Issues Back	IssuesOctober	2008	//	Volume	46	//	Number	5	//	Ideas	at	Work	//	5IAW5SERVE	Model:	A	Hands-On	Approach	to	VolunteerAdministrationAbstractThere	is	an	increasing	need	for	Extension	professionals	to	understand	the	needs	andexpectations	of	present	and	future	volunteers.	The	SERVE	Model	for	Volunteer	Administrationrepresents	a	good	starting	point	to	begin	to	understand	the	purposes,	needs,	and	positions	ofvolunteers.	The	model	has	seven	stages	that	allow	volunteers	and	volunteer	administrators	tomove	freely	from	stage	to	stage	according	to	the	needs	of	the	organization.	SERVE,	an	acronymfor	strategize/search,	educate/energize,	recruit/resource,	volunteer/volunteer	administrator,	andevaluate,	is	designed	to	help	volunteers	and	volunteer	administrators	work	hand-in-hand	onvarious	projects	to	fulfill	one	another's	needs.	Many	organizations,	including	4-H,	rely	on	volunteers	to	help	deliver	educational	programs	to	theircommunities.	The	Bureau	of	Labor	Statistics	defines	volunteers	as	persons	who	do	unpaid	work(except	for	expenses)	through	or	for	an	organization	(2005).	There	is	an	increasing	need	forExtension	professionals	in	4-H	to	understand	the	needs	and	expectations	of	present	and	futurevolunteers.	Vines	and	Anderson	(1976)	stated,	"Without	the	cooperation	and	energy	of	tens	ofthousands	of	volunteers,	it's	inconceivable	that	Extension	could	succeed	in	rallying	the	resources	ithas	to	help	solve	individual	and	community	problems"	(p.	92).	The	Volunteer	Administration	Modeldescribed	here	was	designed	to	help	aid	administrators	in	their	efforts	to	educate	volunteers	whoare	valuable	to	their	organizations.SERVE	Model:	Working	Hand	in	HandThe	SERVE	model	is	based	on	the	premise	that	administrators	must	be	willing	to	serve	theirvolunteers	by	identifying	and	providing	for	their	needs	(Figure	1).	It	operates	on	the	basis	ofteamwork	and	cooperation	more	than	management.	The	diagram	of	the	open	hands	representssomeone	who	is	willing	to	serve,	and	each	finger	on	the	diagram	represents	individual	componentsof	the	model.	They	work	together	to	serve	a	purpose,	but	can	also	operate	independently	of	oneanother,	much	like	fingers	on	a	hand.Figure	1.SERVE	Model	DiagramKimberly	S.	Whitson4-H	Youth	Development	AgentUniversity	of	Kentucky	Cooperative	Extension,	Laurel	CountyLondon,	KentuckyKim.whitson@uky.eduThe	SERVE	Model	was	developed	primarily	for	use	by	4-H	Extension	Agents,	although	it	will	work	inany	organization.	It	attempts	to	encourage	administrators	to	practice	what	they	teach	whenworking	with	volunteers.	In	this	model	the	administrator	and	the	volunteer	work	together	toaccomplish	a	single	task	with	a	unified	goal	in	mind.	Since	one	of	the	components	of	the	4-Horganizational	structure	includes	the	hands	as	part	of	its	model;	it	is	only	fitting	that	the	modelfollowed	by	4-H	administrators	be	of	the	same	philosophy.Each	stage	represents	components	that	are	interchangeable	between	the	volunteer	and	theadministrator	thus,	allowing	the	administrator	to	learn	through	the	process	as	well.	In	today'schanging	society	it	is	important	for	administrators	to,	"lead	by	example"	in	order	to	have	asuccessful	volunteer	development	program.The	SERVE	Model	is	a	diagram	that	represents	volunteers	and	administrators	working	together	asa	team	using	a	"hands	on	approach."	The	design	of	the	model	allows	the	administrators	to	movethrough	the	stages	in	sequence	or	to	focus	on	the	stages	that	best	fit	the	needs	of	theorganization.	They	also	have	the	freedom	to	adjust	the	model	or	regroup	when	necessary.The	left	side	of	the	model	includes	components	that	primarily	involve	the	volunteer,	while	thecomponents	on	the	right	side	primarily	involve	the	volunteer	administrator.	Nevertheless,	they	areinterchangeable	and	may	be	used	by	both	the	volunteer	and	the	volunteer	administrator	at	anytime	during	the	process.	This	allows	volunteers	to	learn	administrative	techniques	that	assist	themwith	the	supervision	of	other	volunteers	and	equip	them	to	become	administrators	themselves.Strategize/SearchThe	first	step	on	the	SERVE	Model	(Figure	1)	contains	three	components	that	can	be	performedsimultaneously,	analyzing,	networking,	and	identifying.	This	is	represented	by	the	componentsbeing	placed	on	the	model	at	the	same	level	and	opposite	one	another.	Before	the	administratorbegins	the	search	for	a	volunteer,	he	or	she	should	use	several	strategies	that	involve	the	help	ofother	volunteers	when	assessing	the	needs	of	the	organization.	This	process	makes	up	the	firstcomponent	on	the	model:	Analyzing.The	administrator,	along	with	a	core	group	of	volunteers,	identifies	the	needs	of	theorganization	through	a	series	of	activities,	such	as	brainstorming.Afterwards,	a	position	description	is	designed	by	both	volunteers	and	volunteeradministrators.Once	the	position	description	is	developed,	the	administrator	recruits	the	help	of	other	volunteersand	moves	into	the	next	stage:	Networking.	This	can	be	done	using	various	methods.The	administrator	obtains	recommendations	from	other	volunteers.Volunteers	may	help	search	for	new	volunteers	at	their	place	of	employment	or	church.Positions	may	also	be	posted	on	various	web	sites	where	volunteers	network	together.After	the	networking	process	has	been	completed	it	is	up	to	the	administrator	to	Identify	theproper	volunteer	for	the	position.At	this	stage,	a	potential	volunteer	completes	an	application	and	provides	references,	as	wellas	agreeing	to	a	background	check.	If	the	volunteer	agrees	to	these	terms,	they	advance	tothe	Educate/Energize	stage	of	the	model.Educate/EnergizeThe	Educate/Energize	stage	contains	two	important	components	that	help	lead	to	the	success	ofthe	volunteer	and	the	program:	informing	and	motivating.	During	the	Informing	stage,	theadministrator	and	volunteer	leaders	educate	the	potential	volunteer	candidate	about	theorganization	and	the	position	for	which	he	or	she	has	applied.	If	the	volunteer	lacks	the	inspirationto	accept	the	position,	the	administrator	is	prepared	to	take	the	next	step	to	Motivate	theindividual.Some	volunteers	will	be	self-motivated	and	will	not	need	to	be	inspired,	but	others	will	requiremotivation	(pep	talks	or	personal	phone	calls)	from	the	administrator	to	energize	them	to	getstarted.Recruit/ResourceOnce	the	proper	volunteer	has	been	identified,	the	administrator	moves	into	the	Recruit/Resourcestage.	The	recruiting	process	requires	the	administrator	and	volunteer	leaders	to	evaluate	theinformation	given	by	the	potential	volunteer	and	Select	a	candidate	for	the	position.The	selection	process	involves	interviews	(also	conducted	by	volunteer	leaders),	orientations,and	recommendations	from	references.When	this	phase	is	complete	and	the	volunteer	has	been	selected,	the	administrator	begins	toInstruct	the	volunteer	through	the	use	of	Resources.Many	resources	(lesson	plans,	books,	seminars	and	conferences)	should	be	available	for	thevolunteer.Volunteer/Volunteer	AdministratorDuring	the	Volunteer/Volunteer	Administration	phase,	the	volunteer	fulfills	his	or	her	role	wherethe	need	is	identified.	The	administrator	assists	with	the	resources	needed	to	perform	the	task.Both	work	together	as	a	team	and	share	the	responsibilities	of	the	project.	Administrators	ofvolunteers	also	serve	as	a	volunteer	administration	"consultant"	to	other	employees	in	the	agencywho	utilize	volunteers	(Boyd,	2004).EvaluateThe	evaluation	phase	is	the	final	phase	and	consists	of	one	component.	This	phase	of	the	model	isone	of	the	most	important	steps	in	the	process	but	is	most	often	overlooked	by	administrators.	Inorder	to	maintain	the	involvement	of	volunteers	in	a	program,	evaluation	and	recognition	areneeded.	This	process	allows	the	administrator	to	gauge	the	progress	of	the	volunteer,	theprogram,	and	the	effectiveness	of	the	model.	It	is	a	two-fold	model	because	the	administrator	canalso	be	evaluated	by	the	volunteer.The	most	important	aspect	of	the	evaluation	phase	is	for	the	administrator	to	have	the	opportunityto	Regroup	once	they	obtain	the	evaluation	results.This	component	encourages	the	administrator	to	go	beyond	the	standard	evaluation	processand	to	analyze	his	or	her	own	progress,	along	with	the	progress	of	the	volunteer.The	administrator	and/or	the	volunteer	can	then	regroup	and	return	to	any	level	of	the	modelto	reorganize	if	needed.ConclusionEvery	member	involved	in	the	SERVE	Model--the	volunteer	administrator,	the	volunteer,	andclientele--all	follow	the	same	model	and	learn	from	one	another	during	the	process.	With	such	ahigh	reliance	on	volunteers	to	implement	programs,	there	is	a	necessary	level	of	care,	education,and	support	that	must	be	provided	by	Extension	agents	to	ensure	a	volunteer's	success.	There	isan	increasing	demand	for	Extension	agents	to	meet	perpetual	needs	and	expectations	of	currentvolunteers,	while	attempting	to	meet	the	needs	of	prospective	clientele	(White	&	Arnold,	2003).This	makes	it	imperative	that	Extension	agents,	as	volunteer	administrators,	understand	thefactors	that	motivate	and	discourage	volunteers	(White	&	Arnold,	2003).Although	the	SERVE	Model	for	Volunteer	Administration	may	not	include	every	resource	that	theadministrator	may	need	in	any	given	situation,	it	does	represent	a	good	starting	point	to	begin	tounderstand	the	purposes,	needs,	and	positions	of	volunteers.	The	use	of	this	model	can	assistadministrators	in	identifying	organizational	needs	and	strategically	searching	for	prospectivevolunteers,	strategies	that	may	minimize	future	problems	by	ensuring	that	the	volunteer	is	a	goodfit	for	the	organization.ReferencesBoyd,	B.	L.	(2004).	Extension	agents	as	administrators	of	volunteers:	Competencies	needed	for	thefuture.	Journal	of	Extension	[On-line],	42(2).	Available	at:http://www.joe.org/joe/2004april/a4.shtmlUnited	States	Department	of	Labor.	Bureau	of	Labor	Statistics.	(2005).	Volunteering	in	the	unitedstates,	2005.	USDL	05-2278Vines,	C.	A.,	&	Anderson,	M.	A.	(Eds.).	(1976).	Heritage	horizons:	Extension's	commitment	to	thepeople.Madison,	Wisconsin:	Journal	of	Extension.White,	D.	J.,	&	Arnold,	M.	E.	(2003).	Why	they	come,	why	they	go,	and	why	they	stay:	Factorsaffecting	volunteerism	in	4-H	programs.	Journal	of	Extension	[On-line],	41(4).	Available	at:http://www.joe.org/joe/2003august/rb5.shtmlCopyright	©	by	Extension	Journal,	Inc.	ISSN	1077-5315.	Articles	appearing	in	the	Journal	become	the	property	of	theJournal.	 Single	 copies	 of	 articles	 may	 be	 reproduced	 in	 electronic	 or	 print	 form	 for	 use	 in	 educational	 or	 trainingactivities.	Inclusion	of	articles	in	other	publications,	electronic	sources,	or	systematic	large-scale	distribution	may	bedone	only	with	prior	electronic	or	written	permission	of	the	Journal	Editorial	Office,	joe-ed@joe.org.If	you	have	difficulties	viewing	or	printing	this	page,	please	contact	JOE	Technical	Support©	Copyright	by	Extension	Journal,	Inc.	ISSN	1077-5315.	Copyright	Policy

SERVE Model: A Hands-On Approach to Volunteer Administration

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SERVE Model: A Hands-On Approach to Volunteer Administration

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