Volunteer Training Video

WELCOME Spring 2008 Sharathon Volunteer Training : 

WELCOME Spring 2008 Sharathon Volunteer Training

Sharathon Volunteer Training : 

Sharathon Volunteer Training This presentation is intended as an overview of procedures and guidelines for Sharathon volunteers. Positive 89.3 training coordinators and staff are here to assist you.

Slide 3: 

The Positive Radio Network Mission Statement To reach New England, the United States and the World with the Love of Jesus Christ.

Slide 4: 

Statement of Faith We believe that Jesus Christ is the Son of God and that personal salvation and the forgiveness of sin are available only through Him by grace. We believe in the Holy Trinity; God the Father, Jesus Christ His Son, and the Holy Spirit. We believe that the Holy Bible is God's Word to His Church and that it is complete and fully trustworthy. We believe that only God has the authority to give or take life and that life begins at the moment of conception until natural death. We believe in the sanctity of marriage as described in the bible as being only between one man and one woman. (John 3:16; Rom. 3:23; John 14:6; Eph. 1:7; Matt. 28:19; 2 Tim. 3:16)

The Positive Radio Network Operating Values : 

The Positive Radio Network Operating Values 1. LOVE OF GOD AND OF NEIGHBOR 2. INTEGRITY WITHOUT COMPROMISE 3. ESTEEM OTHER PEOPLE 4. VALUE ALL RESOURCES 5. POSITIVE SOLUTIONS

Sharathon Guidelines and Procedures : 

Sharathon Guidelines and Procedures PRAYER FIRST Please prepare spiritually before your shift. We attempt to pray every hour (as allowed by phone activity). If more than an hour passes without prayer, please notify the volunteer coordinator. You will be asked to go into the studio to pray with the on air staff and other volunteers; please silently pray along with air staff as they pray on the air.

Sharathon Guidelines and Procedures : 

Sharathon Guidelines and Procedures SAFETY SECOND First-aid kits are in each of the bathrooms. Please report any injuries to staff member immediately. Take extra care when climbing the stairs.

Important Legal Information : 

Important Legal Information The EAS Binder (Emergency Alert System): Red binder in the on-air studio. The FCC Public File: Located in Jeff Wall’s Office (On the main level). Amber Alert: If anyone calls with any Amber Alert information or questions, find a staff member immediately.

In case of… : 

In case of… Power Outage Remain where you are until power is restored. Keep the stairway, upstairs hall, porch, and front door areas clear for staff. Fire Safety Exit the Building through closest exit. Do not block or impede access to the front steps.

No Peanuts Allowed : 

No Peanuts Allowed Allergy Alert The Positive 89.3 Campus is PEANUT FREE. No peanut products may be brought into the station for any reason. Refrain from eating peanuts or peanut butter for the duration of sharathon. Your children for child care –must not have eaten any peanut butter or peanuts before their arrival. This allergy is deadly; the smallest amount of peanuts is enough to trigger a fatal reaction.

Check In and Check Out : 

Check In and Check Out Parking is allowed anywhere around the front or side of the building except in front of either set of steps outside. Please arrive ten minutes before your scheduled time. Once you arrive, get a name tag and check in with the Phone Central coordinator to get your station assigment. When your shift is finished please sign out and make sure to take your personal belongings.

Your Phone Station : 

Your Phone Station If you are at a station that has a headset and a call is received please make sure the headset button is red and then push the ringing line to answer it. Once the call is finished place the handle back on the cradle.

General Procedures and Guidelines : 

General Procedures and Guidelines Place personal belongings under your work station. No cell phones or pagers allowed in phone central. Let the coordinator know if you’re leaving your work station. Watch for all cords and plugs in phone central. Keep your voice down during conversations. Type all information carefully and write legibly and carefully. DJs are broadcasting live – it may look like they are talking to you when they are actually speaking on air - please don’t speak to them unless they speak to you directly by name. If a child calls with a pledge ask to speak to parent or guardian to verify. If the pledge is $1,000 or more please ask the caller to hold and raise your hand for the phone central coordinator to verify the pledge amount. Remember to repeat all information back to donor and thank them.

General Sharathon Information : 

General Sharathon Information Refrain from going near on air studio. Keep voices to a whisper when upstairs, conversations may pick up on the on air microphone. Do not loiter in the hallway outside of the studios. Upstairs bathroom is for on air staff only, please use bathroom on the main level or in the basement.

Data Entry Volunteers : 

Data Entry Volunteers Accuracy is the most important thing! Go slow and be sure, even if you are confident. We are working very hard to keep the data integral, so that we can collect each pledge. If you are unsure of something, please ask before entering new information! You will be taking the handwritten pledges and entering them into Excel.

I’m Gonna be a runner MOM! : 

I’m Gonna be a runner MOM! A sharathon runner is a fun and fast paced job. Here are some basic guidelines for you to follow. Collect Pledge Forms from phone operators. Check for duplicate pledges on the list provided for you – (this is the MOST important thing you will do) If it is a duplicate pledge, bring it to Paula to verify. If it is $500 gift or more, bring it to Deb or phone central coordinator.

Running is FUN! : 

Running is FUN! Please do NOT Divide your completed pledge form. Give the form to the phone central coordinator. Periodically make sure the on air people have enough food and drink. Pre-Stuff Window Envelopes with small envelopes. Mail Acknowledgements printed once an hour. Mail Coupons for Monthly givers not using credit/debit or EFT.

How to be a “smooth” phone operator. : 

How to be a “smooth” phone operator. Our pledge forms make answering the phones easier than ever before! Accuracy is FAR more important than speed – even during challenges! Donors MUST be 18 years old or older. (Federal laws prohibit us from collecting information from minors). If someone would like to make a pledge for their child – indicate the child’s name on the comments section of pledge form only (NOT the donor sections). The parent or legal guardian is entered as the donor on the pledge. Tell the parent or guardian, that the gift will be in the child’s name, but that we have to collect information from an adult.

How to be a “smooth” phone operator. : 

How to be a “smooth” phone operator. If a child calls in to pledge, write down the pledge amount, write their name in the comments section of the pledge form, and then ask the child to speak with their parent to confirm the pledge. Get the rest of the information from their parent or legal guardian. MAKE SURE YOU GET A PHONE NUMBER! If they are on a cell, get that number first in case you get disconnected. It is extremely important to get a phone number after you’ve gotten their name. Inaccurate information costs us thousands of dollars in pledges each sharathon.

Slide 20: 

Spell back every name to each caller; “Is that V as in Victor or B as in Bravo?” Obtain an email address from EVERY caller if they have one. This is important because it is another way for us to contact them if needed. PRINT ONLY. Please write as neatly as possible. Remember an on air challenge IS NOT A RACE – we are collecting funds, and have to be able to follow up with the donors after sharathon to collect the pledge. How to be a “smooth” phone operator.

How to be a “smooth” phone operator. : 

Verify that gifts are monthly (ongoing) or one time. EVERY MONTHLY Donor must be told their gift is ongoing. Credit card or debit card numbers are EXTREMELY important and must be accurate. Please write the number correctly on the pledge form, and READ it back to the donor. Please GET an EXPIRATION Date! The card cannot be charged without one. Make sure the Date they give you has not already expired. For Electronic Funds Transfer (EFT) gifts, they MUST give their account numbers when they call in. They cannot send it in later, too many people say they want to sign up, but then never mail in the form. This costs us money to mail the forms, and costs us uncollected gifts. If they are a NEW giver, just let them know their gift is ongoing. If they would like to change it, they can call in at any time. Most people appreciate the convenience, and expect it anyway. How to be a “smooth” phone operator.

Filling out a Pledge Form : 

Filling out a Pledge Form

Pledge Form Step One : 

Pledge Form Step One 2. Then fill in step one on the pledge form by asking, “Would you like to make a monthly pledge?” (We don’t ask if the pledge is one time, we let the donor tell us that.) 3. “How much would you like to pledge?” 4. Fill in the amount they would like to pledge on the monthly line for monthly gifts or on the one time line for one time gifts. 1. Answer the phone – “Positive Eighty Nine Three would you like to make a pledge?”

Pledge Form Step Two : 

Pledge Form Step Two 2. If they say yes, place an ‘x’ in the new square. If they say no – place an ‘x’ in the renewal square and then move over to the gray section and ask them, “have you pledged during this sharathon?”. 3. If they say no, then continue on to step 3 on the pledge form. If they say yes then ask, “May I have the amount of your earlier pledge?” (write that amount on the line indicated). Then ask “What would you like your total pledge amount to be.” (indicate that on the line provided. This allows us to verify increased pledged amounts). 1. Ask: “Is this your first time pledging?

Pledge Form Steps Three - Six : 

Pledge Form Steps Three - Six 2. 1. 1. Ask them “Would you like the convenience of Credit Card or Direct Deposit?” 2. If they say no proceed to step 7 on the pledge form. 3. If they say yes, then circle either credit card or direct deposit on the pledge form. 4. Credit cards - Write down the number, repeating it back to them after every four digits. Ask for the expiration date. For ongoing monthly gifts ask, “Would you like your donation withdrawn on the 1st or 15th of each month”. Indicate their answer on the pledge form. 5. If it is a one time gift let them know we will charge their credit card in the next few days.

Pledge Form Step Seven : 

Pledge Form Step Seven 1. 4. Please ask for a working email address letting them know that we send receipt information via email. 5. Thank them for their generosity, if they are a monthly giver, remind them that their gift is ongoing and if they need to make any changes they can call at anytime. 1. Print the Donor’s First and Last name and verify spelling on the last name. 2. Ask for their billing address, by Street address, city, state and zip. 3. Please ask for daytime phone as well as evening phone number. Jane Doe

Pledge Form Step Seven : 

Pledge Form Step Seven Please place a big ‘x’ in that box if the donor tells you they want to make an anonymous donation. 1. 1. Please see below (left hand side of the donor information) there is a place to check for donors that wish to remain anonymous. Jane Doe

Pledge Form Step Eight and Nine : 

Pledge Form Step Eight and Nine 1. 1. Make sure all information is completed and verified before ending the call. 2. Thank the donor for their generosity, and remind monthly givers that their gift is ongoing and they can make changes anytime by calling 1-800-434-3448. 3. Please print your name on the volunteer space, and put a date and time on that you took the pledge. This is very important for us to be able to verify duplicate pledges, or ask you any questions we may have while processing the pledge. 4. Any comments from the caller can be written in the comments section, or if the donation is from a child, their name can be written in the comments section since their parents have to be indicated as the donor.

Thank You! : 

Thank You! So you’ve finished Sharathon Training and you’re ready to help, but you still have questions. That’s alright. Download a volunteer handbook and read it thoroughly. If you still have questions, jot them down and ask a staff member when you arrive for your training session. Sharathon is a great time of celebration. You’re a part of a ministry that reaches out with the Love of Jesus Christ and we can only do what we do because of Your generosity! Positive 89.3’s Board of Directors, Staff, and listeners who are touched by your willingness to serve, THANK YOU! Remember God loves YOU! And we Love You too!