An exemplary volunteer program is one noted for racial and ethnic sensitivity. It seems obvious that a diverse volunteer corps enhances the work and image of the organization as welcoming everyone to the work that needs to be done. However, being an ethnically and racially friendly place means more than recruiting minorities. Take this opportunity to assess your organization.

When talking about technology most people think immediately of the Web, Internet and e-mail. There are other forms of technology in the workplace that can be used effectively in communication with volunteers. The Telephone Tree is an "old" technology that has not lost its luster. Here are some hints to establish and use a telephone tree.

• A telephone tree is a way to keep a group of volunteers well connected and informed without using staff time to make a zillion phone calls.
• Group all the volunteers into units or pods of 7 - 10, never more than 10.
• Create a database with the volunteers name, nickname, if appropriate, phone number, cell phone, and best time of day to contact at which phone.
• Create a position of group manager for each of the units. This person's job is to call the others when instructed to do so. They may be giving information or collecting responses. (This is an excellent position for those who prefer to volunteer from home.)
• Phone calls from the volunteer office go to the Group Manager with accurate information. The best way is to send a fax, e-mail, or written instruction for what is to be communicated. Telephone trees work best when there is planning in advance to use them.
• Set a completion time for the Group Manager. Have the person report back to the volunteer office to confirm they have reached everyone in their unit.

How often have you heard? " I told them about this meeting. They are adults, why should I have to remind them to be somewhere they promised to be." This is usually delivered in a disgruntled tone of voice. No doubt this is a true statement, but have you every forgotten a meeting or appointment? It is a rare person over 30 who can say no.
Rather than be angry with forgetful volunteers, get on the reminder train. Here are two techniques to remind volunteers that are relatively painless.

• For big special events reminder cards can be a "pain-saver." The reminder card is a pre-printed note to tell people when they agreed to serve. See the sample below

• Another effective reminder for groups under 15 in size, is to contact them by phone the day before the scheduled meeting or event. A volunteer can do this for committee meetings, board or planning team gatherings. This also helps you know in advance who cannot attend and if the agenda needs to be revised.

The international Association for Volunteer Administration will hold its annual conference, Oct. 3-6 at the downtown Sheraton Centre in Toronto, Ontario, Canada. Based on the theme "Mosaic 2001," the conference will offer a variety of speakers, workshops and networking opportunities with particular focus on diversity, technology, partnership and professionalism. Highlights of the conference include:

• Keynote speakers: Stephen Lewis, former Deputy Director of UNICEF and Special Advisor on Africa; Dr. James Orbinski, Nobel Prize recipient, past President of Doctors Without Borders, and Carl Hiebert, adventurer, photographer and author of A Gift of Wings
• More than 70 workshops at the beginner, intermediate and advanced levels
• AVA Academy for individuals who are new to volunteer resources management
• Experienced Leader track which will explore the themes of changing demographics, ethics in professional practice, the technological revolution and leadership
• Affinity group meetings for those who work in natural resources, museums and the arts, the American Red Cross, law enforcement, tourism and hospitality, faith-based organizations, health care, volunteer centers and government. There will also be a special summit for senior managers of volunteer programs in national and international nonprofit organizations.
• Exhibit 2001 offering vendor exhibits and items for sale, resource and networking opportunities
• Special activities to experience the diversity of Toronto.

There will be a discount on the conference registration fee through Aug. 24. To request a registration booklet, call 804.346.2266, write to AVA at avaintl@mindspring.com or P.O. Box 32092, Richmond, VA 23294 USA. Visit http://www.avaintl.org for information.

Washington State University offers a Volunteer Management Certification Program through the Internet. Individuals around the world can earn a certificate in managing or coordinating volunteers, without leaving home.

For more information, visit Volunteer Today's Portal site, Internet Resources. Look for the Washington State University listing. There is a hot link to their Web site.

The National Association of Volunteer Programs in Local Government (NAVPLG) is an association of administrators, coordinators and directors of volunteer programs in local government. Its purpose is to strengthen volunteer programs in local government through leadership, advocacy, networking and information exchange. NAAVPLG is an affiliate of the National Association of Counties and is seeking affiliate status with the National League of Cities.

Cost is $20 for individuals and $75 for group local government membership. An affiliate membership is $25 and is intended for those who are not local government members but may have an interest in the group. There is a quarterly newsletter, national network, and access to NACo's Volunteerism Project.

For more information contact Glenis Chapin, who is a member of the Executive Committee. She can be reached by phone at 503-588-7990. Be sure to mention you read about this in Volunteer Today.

Copyright 2001 by Nancy Macduff.