Enhancements have been put in place to create a more streamlined process for local sports event support within the Volunteer Delivery Team. Claudia Minnott and Kirsty Davies are now supporting Area Event organisers (including providing help with Nutickets and handling volunteer enquiries/requests); and Matt Taylor’s Events Team with responsibility assigned for specific sports to individual team members.
The committee agreed that currently VTL support and in general Head Office specialist teams – once the right individual has been contacted, worked well, but that communications response times to emails and calls still need much improvement. Volunteers find it difficult to locate the correct individual to handle their questions, and there are continuing frustrations when emails, calls and answerphone messages go unanswered/responses are slow.
With this in mind, a request for more dedicated support to volunteers generally was made, with a number of ideas and suggestions offered to Head Office for consideration – including specific contact numbers and email addresses for volunteer facing team, more use of FAQs & case studies.
Head Office opening hours
There was general support for extending office hours to mirror modern working patterns, (with a trial to test the demand) – but a strong view that the emphasis needed to be on getting the 0900hrs to 1700hrs service right first.
Recent enhancements to the forms were appreciated, with regular users finding the assessments easy to use. There was a request for more guidance, support, best practice feedback and examples going forward. As part of a discussion about Nutickets, the committee stressed the need for a Risk review link to be sent out when the event is sent for approval on Nutickets- an action which has since taken place.
Volunteer roles and responsibilities
Alastair Smart briefed the VC on progress made to determine the right way forward on GDPR to ensure that the regulations are complied with in a way which is practical for volunteers. Following advice from the VC, he will work up the communications approach ahead of the Regional Conferences.