Realtor Service Volunteer Program
Operations Manual (Version 1.0)
RSVP Logo The RSVP logo is included as an electronic file in these formats: • RSVP_logo.ai (Adobe Illustrator file to be sent to printers) • RSVP_logo.jpg (JPEG file for use in print) • RSVP_logo.gif (GIF file for use on the web) Additionally, the following attribution line should appear on every piece of material or collateral on which the RSVP logo is used: “Sponsored by the <your association name> Association of REALTORS®”
Copyright © 2007 Realtor Service Volunteer Program (RSVP) is a registered trademark of the Silicon Valley Association of REALTORS®. The recipient of this manual has permission to reproduce forms and collateral material provided herein for the purpose of running RSVP in one’s region/area only and so long as coordination of such program is in accordance with standards set forth by the Silicon Valley Association of REALTORS®, the San Mateo County Association of REALTORS® and within this manual.
RSVP Realtor Service Volunteer Program
Operations Manual (Version 1.0)
Contents Introduction
7
Organization & Leadership
13
Program Overview Mission Statement Benefits
Areas of Responsibility -Resource and Supply Coordination -Services -Senior/Homebound Coordination -Volunteer Coordination Marketing and Public Relations Administration Event Wrap-up Planning Calendar
TOOLKIT
9 10 11
15 16 17 18 20 21 22 28
31
TOOLKIT Index Printing/Editing Instructions MASTER COPIES & Samples
33 34 36 37 â&#x20AC;&#x201C; 51
FAQ
53
Frequently Asked Questions
Introduction
Program Overview
The Purpose of this Manual
As an Association of REALTORS速 interested in starting the Realtor Service Volunteer Program in your local area this manual will help: Explain the mission, history and benefits of RSVP Organize the various roles and schedules for running RSVP Index required materials (and provide master copies where available)
What is the Realtor Service Volunteer Program?
The Realtor Service Volunteer Program (RSVP) is an annual community outreach project of local Realtor associations, whose Realtor and affiliate members assist seniors and the homebound in their communities with a friendly visit and free assistance with household tasks during a designated week each year.
Who is eligible?
Homeowners or renters who are advanced in years, disabled, or otherwise unable to perform routine tasks around their home.
How did the program begin?
In January 2001, each of the five districts of Silicon Valley Association of REALTORS速, California was challenged to develop a program that would involve as many REALTORS速 and Affiliates (lenders, title companies, insurance companies, home inspectors, etc.) as possible in making a direct contribution to their communities. The combined efforts of the Menlo Park/Atherton and Palo Alto Districts resulted in the RSVP concept, which was then adopted as the official community outreach project in 2002. RSVP has subsequently been adopted by neighboring REALTOR associations, and more recently expanded in California and out of state.
Mission Statement An all-volunteer program designed to assist homeowners and/or renters who because of age, economic, or physical challenges, need assistance in performing necessary health, safety and minor household maintenance tasks. Local Realtors and Affiliate members in a low cost, “hands-on” approach, provide the necessary manpower, supplies, administration and management support to perform these tasks for qualified individuals.
Perform these tasks... •
Wash and clean windows or install screens
•
Install smoke detectors, test and change batteries on existing smoke detectors as needed
•
Change furnace filters, clean light fixtures and install new bulbs as needed
•
Program VCR recorders, set clocks and appliance timers
•
Turn mattresses
•
Provide lots of conversation, companionship and comfort as needed.
While Preventing...
10
•
a negative impact on the health, safety and welfare of life for the recipient
•
unsafe Home Conditions
Benefits Since this program is entirely cost-free for the recipients and funded without any tax dollars, resources, or manpower from the community, it is a winning situation for everyone — the community, recipient, and Realtor® Association.
Benefits Include... •
The recipients retain their personal pride and dignity regardless of their financial resources and inability to perform these minor tasks.
•
There is strict confidentiality maintained by the volunteer workers.
•
This is an opportunity for real estate professionals within the community to enhance the value of helping a neighbor and strengthen the commitment of Realtors serving their community.
•
Real Estate professionals will receive the public’s appreciation and support because they do not require or expect business gains or rewards in return for the services they render through RSVP.
•
The sponsoring Association receives an unlimited amount of publicity from the media and other sources for not only sponsoring and funding the program, but also actually doing the tasks and chores themselves.
•
The success of each program is an incentive for other groups to duplicate the effort and intent of the program’s goal to bring value to their community.
11
Organization &Leadership
Organization & Leadership
Resource and Supply Coordination Services Senior/Homebound Coordination Volunteer Coordination Media and Public Relations
Sample Press Releases
Published Samples
Administration Event Wrap-up Planning Calendar
15
Resource and Supply Coordination Resources come in every form – money, goods, services, time, talent, and connections. It will be beneficial, depending on the scope of your program, to divide this task. Here are some areas:
Donations This program requires funding. Solicit contributions from local real estate companies, title and escrow companies, banks and lenders, individual agents and affiliates (some would rather contribute $10, $25, $50 or more, rather than spend the time), local organizations, home inspection, and pest control inspection companies, etc.
Funding The RSVP program will require some funding for cleaning supplies and other necessary items needed to perform the regular household tasks. Sources of funds could include:
16
•
Your Association
•
Association members who are unable to volunteer and donate their time, but are willing to make a donation of $10, $25, $50 or more
•
Contributions from the local real estate companies, Title and escrow companies, banks and lenders, local organizations, home inspection, and pest control inspection companies, etc.
General Services Regular Household Tasks Change light bulbs
Remove cobwebs
Cut or trim overgrown shrubs
Flip mattresses
Wash a few windows (single story only)
Replace smoke detector batteries
Move items into or out of storage
Change furnace filter
Re-arrange furniture
Mop kitchen floor
Clear walkways and pathways
Light vacuuming
Special Services Some seniors may request special services which may require additional funds and enlist the help of professionals. These services are not required and may be performed at the discretion of the Association.
Professional (Contractor) support
Gutter Cleaning
Even before you turn in all the applications and confirm the list of tasks, ask for volunteers from among the contractors and home inspectors in your area. If you know you have this type of support, it will be easier for the Team and House Captains to accept or reject a request when they preview the applicants’ homes.
It is strongly urged that this service be offered to single-level homes only for health and safety reasons. Some areas have found it helpful to have a special team who will only handle gutter cleaning. Some supplies you will need include scoopers, gloves, ladder, yard debris bags. You can arrange to have someone haul them away, use the homeowner’s recycle bin, or have the local trash service remove the debris on the appropriate day. Some areas have contracted with a gutter cleaning service. The time/service sometimes is partially donated.
Tasks which may require more experienced volunteers include: replacing a tub fixture with a hand-held shower fixture, changing faucet washers (or faucets), changing a light fixture, changing a door knob, strapping water heaters, etc.
Trash Pick-up Many senior homeowners have extra debris around that they are either incapable of taking the trash to the curb for pick-up, or they just don’t know how to handle it (removal of rotted firewood, a broken screen door, broken trash cans, etc.). Here are some ways to deal with this task: • A regular “hauling service” may be willing to donate a day with truck and dump fees. • A volunteer may be willing to donate the time and truck, and the Association funds could cover the dump fees. • Contact your local trash pick-up services. Many have special annual or semi-annual free pick-ups.
Planting seasonal flowers Work with your local nursery. You may be able to receive a discount if you inform them about RSVP and its benefits. Some RSVP areas like to plant requested seasonal flowers in the homeowners’ own pots. Other areas provide fresh pots of ready planted flowers. Always be sure the recipient can water the plants. DON’T get hooked into a major landscape project – just add color to help the homeowner continue to enjoy their home.
House numbers on curbs In some areas, homeowners could benefit from having the house numbers painted on the curb. RSVP in Palo Alto and Menlo Park, California, found it more economical and efficient to employ the help of the Boy Scouts of America and/or a local specialty firm to handle this task, and had the work performed within the same week as the program, just on a different schedule and not by these groups.
17
Senior/Homebound Coordination
Participant Development
A â&#x20AC;&#x153;Participantâ&#x20AC;? is a homeowner or renter who applies for the service of RSVP. Participants are considered leads until the property has been previewed and evaluated as a good match for the services offered. In forming the team for generating leads, you might want to divide the various types of organizations and have three or four people responsible for picking up the Applications. Donâ&#x20AC;&#x2122;t forget, as with anything else, follow up is key.
Suggested places to reach these Participants Senior Centers Community Service Agencies Hospice Facilities Realtors and Affiliates Lists of Known Homebound Individuals Home Care/Nursing Organizations* Churches/Synagogues Meals on Wheels* (food service to this audience) Beauty Salons and Barber Shops Libraries
*Meals on Wheels & Nursing Services Two levels of presentation. The presentation to the administrator of this program, and a meeting with the nurses/drivers. Be sure they have the brochures and the applications and they are willing to not only deliver, but pick up the applications from their homebound clients. Emphasize the benefit and ask for their help in identifying those who could use the service, but might be too shy to apply.
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Presentation to Seniors Presentation Teams
LEVEL 1
Presentation to enroll administrators of the various community organizations in the program and get their support. Teach the organization how to deliver and retrieve the forms. Review the program with the administrators of organizations (like the senior centers) using the Promotional Overview Booklet, which shows a review of the program, the forms, testimonials and press releases. The goal is to instill confidence, trust and enthusiasm to support the RSVP effort and/or allow RSVP teams to promote to members of their organizations.
Level 2
Present to organizations on the previous page; this will involve a two-level presentation for many of the organizations
Where appropriate, presentations will be made to groups of seniors. A typical presentation would be to several agents and affiliates attending a lunch session. What has worked in the past is to have one or two key presenters give a five to seven minute presentation of the program, encouraging seniors to sign up. Surrounding the room with several agents/affiliates who can answer questions and help fill out the forms will generate some momentum. The team that helps with the sign-ups should encourage the seniors to take a form to a friend or neighbor. (Often, the senior who attends these centers has friends who do not).
After the presentations have been made to the administration of the organizations, the three-panel presentation board and application forms should be explained to staff and prominently displayed. Presentations should be made, and applications made available, at least 30 to 60 days in advance of the application deadline. Check your calendar as you want to allow time from the application deadline to organize for the actual work week. The team that is in place to solicit participants must have follow up. Follow up consists of going to all the places where application forms have been sent out. Pick up the forms at first weekly, then twice a week. It is best to have a log of all the places forms have been left. As the deadline approaches, call ahead and be sure you have not forgotten any forms. When the forms come in, check for completeness and follow up as needed prior to submitting the forms to RSVP leadership and/or administration.
19
Volunteer Coordination Office Liaisons These are the cheerleaders in each Realtor or affiliate office. They announce the program weekly and encourage sign ups. Have an office liaison assigned to each real estate or affiliate office. These people will be responsible for: • • •
generating volunteers getting Volunteer Application/Waiver completed getting the paperwork to the Volunteer Coordinator
Paperwork Processing • •
•
Homeowners/volunteers/waivers, etc. There is an Excel program format (on the RSVP CD) for scheduling the job list for each house. Then the list of houses is divided according to the teams. One person can make up a team roster in Excel. That person also makes sure the volunteers have completed their waiver forms. Make sure the application forms are complete as it is useful to have cell phone numbers, home phone numbers, e-mail addresses, etc. on the roster. Setting up Teams/Houses. Keep a file copy of the applications by homeowners. Give a copy to the person who organizes the Excel spread sheet to organize the tasks for each home.
Work Teams The Volunteer Coordinator’s job is to form the work teams. Experience shows us people who work together in an office usually want to volunteer as teams. This is a great way to set up the basic team. Then, go back to the list of houses they will handle to see if the team can do all the work or if you need to add “outsiders.”
Team Captains Preview the homes or divide the list of homes and assign Previewers who will be able to have first-hand knowledge of the home and owner.
20
Presentation to Volunteers 1 Presenting to Management One-on-One in the Office
Leadership volunteers will approach managers of the larger real estate offices, lenders, title and escrow companies. When approaching the managers, use all the appropriate brochures and the presentation booklet to review the program and elicit their support. Meetings like this take about 15 minutes.
2 Presenting to Realtors and Affiliates
Give the presentation in whatever venue is best for your area such as agent luncheons or tour meetings. When presenting to the general membership, a five to 10-minute presentation, using the visuals, testimonials, and history of the program is a good start. For best results, you should have your Office Liaisons in place before the major announcements at tour meetings, etc. Introduce your Core Team (The Core Team will include local RSVP leadership, volunteer coordinator and liaisons) and make their roles known. Let the membership know you are already introducing the program at senior centers, etc.
•
Ask the manager to suggest two or three people who might act as the Office Liaison (the person who handles volunteer applications and solicits volunteers in the office).
•
Make sure the manager knows the schedule.
•
Ask the manager if she/he would like to volunteer at some level.
•
Be sure to ask for the manager’s support - post notices, etc.
•
It is important to have at least a few managers supporting the program prior to taking it to the general membership. Hopefully, the rest will easily follow. Be sure to make a follow-up “Thank You for your time and support” call or note.
For these presentations be sure to... •
Have your Core Team at these meetings when possible.
•
Have your volunteer sign-up sheets ready.
•
Have your dates confirmed not only for the program, but have a deadline for signing up as a volunteer.
•
Have your overall calendar outlined, as there will be questions.
•
Ask for volunteers who wish to start right away, as you will need help with the administrative tasks. It is at this point that volunteers will start to emerge and the next level of your organization will begin to establish itself.
•
Follow-up with e-mail as well as notices in the offices.
•
Ask for volunteers and be ready to collect volunteer sign-up sheets at these meetings. Don’t spend time getting volunteers at this point.
•
Emphasize the various roles a volunteer can play, so that those not capable of physical labor can help with supply procurement, scheduling, database management, picking up forms, clerical tasks, etc.
•
Emphasize there is work to do for people who have already scheduled time out of town for the work week. (They can do pre- and post- work week tasks, or they can donate funds to help support the program).
21
Public Relations The goal of public relations for RSVP is to make the public aware that the local Realtor Association is giving back to the community in a way that is not a “fundraiser.” It’s an opportunity to let the public know that RSVP is a “hands-on” program, in which Realtors and affiliates give of their time and service to assist senior homeowners and renters who are unable to provide and perform health and safety related tasks because they are physically and/.or financially unable to do the work. RSVP also assists seniors and the homebound stay in their homes for a longer period of time. Public relations coverage about the RSVP program should be assigned to the AOR’s PR staff. If you have access to someone who is experienced in handling public relations for your Realtor Association, get them involved at the onset, as early as December and January. Give this individual copies of the articles that have been provided as reference. If you do not have access to a professional PR person, guidelines that follow will be helpful. The objective of public relations for the RSVP program is three-fold:
1
Internal Communications
To inform AOR members about the program and its benefits to the members’ respective communities. It’s one way Realtors can give back to communities where they live and do business and to encourage members to volunteer for the program. Communication to members about the RSVP program and enlisting volunteers should start early, and can be done by publishing articles in the AOR newsletter, speaking about the program at tour meetings, and then producing flyers, which can be handed to members during tour meetings and dropped off at offices also. Reminders about the program and the need for volunteers can be sent to members via newsletter/e-mail until the AOR feels there are enough volunteers for the program. Another newsletter article can be sent out a week before the program begins to remind members when RSVP is taking place. During the week of RSVP, it would be good to visit a number of homes and interview volunteers and seniors about the program and how it is going for them. You can use this information to write articles which can be printed in the AOR newsletter and send them to the media that same week or soon after. It would be good to take photos to go with these stories. NOTE: If you are going to take photos of senior homeowners, make sure you get their permission first. Some are not inclined to have their picture taken for security reasons, since they do not want it publicized that they live alone.
2
External Communications
TO SENIORS: To inform seniors and the homebound that the service is free and available to them 22
3
External Communications
TO THE PUBLIC: To inform the public about the RSVP program and let them know Realtors are offering to assist seniors and the homebound who are unable to provide and perform health and safety-related tasks, that this is one way Realtors would like to give back to communities where they live and do business. By helping them with such tasks, Realtors enable seniors to remain in their homes longer, as opposed to moving to a nursing home or assisted living center. Ways to disseminate information to seniors and the general public: •
Flyers about the program can be distributed to the different senior centers and even churches
•
Press releases to the media – newspapers, magazines, radio, TV stations. (See sample press releases). Have an organized list of the names of the media, the names of the key people, the addresses, e-mail, along with phone numbers, etc. and keep a log of when you have contacted them.
•
Articles which are lengthier than press releases, can be published as feature stories in the newspapers
•
Articles can also appear in newsletters for seniors and senior-related organizations (in some areas AARP is very active, along with the Kiwanis, VFW, large corporate newsletters, etc.) REMEMBER, these organizations put their newsletters in place 45-60 days prior to publication.
•
All communications should refer to the program as “Realtor Service Volunteer Program.” The term RSVP is for internal use.
Media Print Media Coverage •
About four to six weeks before the program, send a press release to inform the public about when the RSVP program will take place so that seniors and the homebound will know they can avail of this free service. The press release should give information about the program, the week it will take place, how seniors can sign-up, deadline for sign-up and a contact person/phone number to call for questions or more detailed information about the program.
•
A week before the program takes place, you can send another press release to inform the public when the program will take place, and how volunteers and seniors can avail of the service.
•
A week after the program, you can send out another article/press release with information about how many volunteers participated in RSVP and how many seniors availed of the program. The article can be in the form of a feature story, custom-made, perhaps for each area newspaper, with interviews and photos of volunteers and seniors from the respective communities. This can be a powerful piece since it brings faces of actual people helping other people in the community.
Since media coverage during the week of RSVP can be overwhelming for one person to handle, what has worked well in the past is to ask groups of volunteers to take their cameras along (preferably digital cameras) and take their own photos, which they can submit to the person in charge of public relations. Another way is to purchase three or four disposable cameras to hand out to some groups, so they can take photos. The photos can then be compiled for the AOR RSVP scrapbook and uploaded to the AOR Web site as well.
Regarding photos: Action photos are best: pictures of volunteers working, washing windows, trimming bushes, etc. A group photo is good too, but newspapers are inclined to publish action photos more than a still shots.
Broadcast Media Coverage Radio: You can contact radio stations and have them give a public announcement and information inviting seniors to apply for the program. They can also send out another news blitz about the program taking place. Television: TV coverage is trickier. It is not enough to merely publicize RSVP; TV stations need to zero in on something that makes it different – a human interest story different from the rest. This means the AOR will need to learn about possible story leads in advance through previewers or seniors who have availed of the program in the past, since often, we find out about the good stories and experiences AFTER or DURING RSVP week, which would be too late for TV coverage. TV coverage is also more difficult because of the safety issue of featuring seniors who live alone and fear that if they are featured on television, they could be targets for crime.
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SAMPLE PRess ReleaseS
First Release
February 12, 2007 — — For Immediate Release — — REALTOR VOLUNTEERS ASSIST SENIORS RSVP Program Offers Help with Household Tasks Cupertino, CA -- For homeowners or renters who are advanced in years or disabled, tasks like replacing smoke detector batteries, flipping a mattress or washing the windows can be a major challenge. Seniors and the homebound who live on the Peninsula or in the South Bay may now request free assistance with such household tasks through the Real-tor Service Volunteer Program (RSVP) for the week of May 7–12, 2007. The deadline for seniors to request assistance is Friday, April 6. RSVP is a community outreach program offered each year to qualified seniors who cannot otherwise perform certain household tasks due to physical or financial constraints. This free assistance is offered by local Realtors in cooperation with various community organizations and senior centers. The annual hands-on effort is organized by the members of the Silicon Valley Association of REALTORS® (SILVAR), the local trade association of the real estate industry on the Peninsula and in the South Bay. During RSVP Week, teams of Realtor volunteers and affiliates (professionals who provide industry-related services) will visit senior citizens and perform various cleaning and maintenance tasks free of charge. SILVAR’s RSVP community outreach program was launched in 2001. Last year alone, 500 Realtors and professionals offering real-estate related services provided free help around the house for 352 homeowners. “As Realtors, we sell the benefits and aspirations of our communities,” said 2007 SILVAR RSVP Chair Eileen Giorgi. “We are committed to give back to those who have built our communities. What better way to do that than by assisting those most in need – the elderly and disabled, with basic and necessary household tasks that insure their safety. This program also enables us to help seniors and the homebound enjoy their homes in the community for a longer time.” Seniors can request to have light bulbs replaced, house numbers installed, furnace filters changed, windows cleaned, mattresses turned or new smoke detector batteries installed. The volunteers also handle minor plumbing tasks, plant spring flowers or help with recy-cling. Homeowners or renters who are advanced in years, disabled or otherwise challenged and live in the communities of Atherton, Menlo Park, East Palo Alto, Palo Alto, Woodside, Portola Valley, Los Altos, Los Altos Hills, Mountain View, Cupertino, Sunnyvale, Sara-toga, Monte Sereno and Los Gatos can apply for services by contacting SILVAR Devel-opment Director Kelly Dadsetan at (408) 200-0117 for information and an application. About SILVAR: The Silicon Valley Association of REALTORS® (SILVAR) is a professional trade organization representing over 4,000 REALTORS® and Affiliate members engaged in the real estate business on the Peninsula and in the South Bay. SILVAR promotes the highest ethical standards of real estate practice, serves as an advocate for homeownership and homeowners, and represents the interests of property owners in Silicon Valley. The term “REALTOR®” is a registered collective membership mark which identifies a real estate professional who is a member of the National Association of REALTORS® and who subscribes to its strict Code of Ethics. For further information, please contact Rose Meily at SILVAR Public Affairs, e-mail rmeily@silvar.org, or phone 408.200.0109.
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SAMPLE PRess ReleaseS
Second Release
March 26, 2007 — — For Immediate Release — — Realtor Service Program for Seniors Extends from SF Peninsula to all of Santa Clara County San Mateo, CA - Seniors and the homebound living on the Peninsula or in the South Bay, including all of Santa Clara County, may request free assistance with various household tasks through the Realtor Service Volunteer Program (RSVP) for the week of May 7–12, 2007. RSVP is a community outreach program offered each year to seniors who cannot otherwise perform certain household tasks due to physical or financial constraints. This free assistance is offered by local Realtors in cooperation with various community organizations and senior centers. The annual community service program was first launched in each of the five districts of the Silicon Valley Association of REALTORS® (SILVAR) in 2001, and then adopted as an official association community outreach project in 2002. The program was expanded to members and affiliates of the San Mateo County Association of REALTORS® (SAMCAR) in 2003. The Fresno Association of REALTORS® followed suit two years ago. This year, the Santa Clara County Association of REALTORS® (SCCAOR) has come on board and will service seniors living from San Jose to Gilroy. There are plans to expand the program to more REALTOR® Associations in California and around the nation. During RSVP Week, teams of Realtor volunteers and affiliates (professionals who provide industry-related services) will visit senior citizens and perform various cleaning and maintenance tasks free of charge. Seniors can request to have light bulbs replaced, house numbers installed, furnace filters changed, windows cleaned, mattresses turned or new smoke detector batteries installed. The volunteers also handle minor plumbing tasks and help with recycling. “As Realtors on the Peninsula, we sell the many wonderful benefits our communities offer,” said Anne Oliva, who chairs SAMCAR’s RSVP Program with Denise Baker. “We are also committed to give back to those who have built our communities. This program enables us to help seniors and the homebound enjoy their homes for a longer time.” Senior homeowners or renters who are disabled or otherwise challenged and live in San Mateo County, can apply for services at SAMCAR’s office at 850 Woodside Way, San Mateo, or call SAMCAR Event Coordinator/Communications Beckie Patane at (650) 696-8220 for information and an application. The deadline for San Mateo County seniors to request this free assistance is Monday, April 2. About SAMCAR: The San Mateo County Association of REALTORS® (SAMCAR) is a professional trade organization representing over 3,800 REALTORS® and Affiliate members engaged in the real estate business on the Peninsula. SAMCAR promotes the highest ethical standards of real estate practice, serves as an advocate for homeownership and homeowners, and represents the interests of property owners in San Mateo County. The term “REALTOR®” is a registered collective membership mark which identifies a real estate professional who is a member of the National Association of REALTORS® and who subscribes to its strict Code of Ethics. For further information, please contact Rose Meily at SAMCAR Public Affairs, e-mail rmeily@samcar.org, or phone 650.696.8200.
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SAMPLE PRess / Newspaper
Los Gatos Town Crier / May 16, 2007 / SILVAR 26
SAMPLE PRess / Association NewsLetter
FACTS FLASH (newsletter) / May 11, 2007 / SAMCAR 27
Administration
The following are primary activity areas for effective administration of this program, and need to be considered when organizing your efforts and assigning specific duties.
Accounting
Expense Reimbursements Donations Record Keeping # Volunteers # Homes
Paper Flow
Forms Waivers Contact Sheets Realtors, Staff and Affiliates Resources
Recognition
Certificates Top Performers Thank You Notes
Wrap-up and Feedback
â&#x20AC;&#x153;Mop-upâ&#x20AC;? and loose ends (Specify this as a 1-week program) Closing the books Distribute volunteer and homeowner surveys
Spreadsheets
Homeowner Roster Volunteer Roster Team Assignments/Supply Requirements
Liaison with Staff
28
Event Wrap-up Recognition It is important to recognize the volunteers for their work and efforts in the program. Below are some samples of ways SAMCAR and SILVAR have chosen to recognize and appreciate past volunteers, including gifts. •
Recognition Certificate - a document bearing the name of the volunteer, the program and the association printed on decorative certificate paper
•
Mugs, wine glasses, etc. bearing the RSVP logo
•
Chocolate, candy and other edibles
“MOP-Up” From the beginning this must be specified as a one-week program; the aim is for the volunteers to complete the requested tasks within the scheduled time without the need for further visits or extended periods of work or maintenance.
Homeowners
Volunteers
Follow up* •
Feedback Survey – a short survey to be faxed or mailed back to the Association to help organize the program for the future
•
Recognition certificate and/or gift – see above
•
Letter inviting future participation – to welcome volunteers to participate in the program the next year
•
Feedback Survey – a short survey to be faxed or mailed back to the Association to help organize the program for the future
•
RSVP Canvas Bag – with helpful material such as a folder containing useful information relative to home safety, home maintenance and senior living, as well as RSVP program contact information
•
Letter inviting future participation – to welcome homeowners to utilize the program the next year
*The surveys, canvas bag and sample letters are all included in Section 3: “Toolkit.”
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Planning Calendar Initial contacts
January
Select leadership team
Select/orient House Captains/leadership
Set up PR
Identify key offices/brokers/managers
Affiliates
Volunteer base
Determine sources for homeowner leads
Meet with key contacts
Establish a promotional plan
Order promotional material Inventory of previous yearâ&#x20AC;&#x2122;s supply
February
Brochures, booklets, presentation boards, yard
signs, forms, leave behind packages, CDs, pins...
Mail out to past participants
Seniors and homebound
Letter, application and brochure
Volunteers
Identify Volunteers
Team leaders, Office Liaisons, Property Previewers
Press releases
Senior groups, Lead publications
Recruit Volunteers
Realtors, Affiliates
Presentations/Sign-ups
march 30
Seniors, Volunteer
Sign-up forms Distribute to other participant sources (Second
Harvest; Meals on Wheels; churches; etc.)
Establish budget Recruit vendors/Donations
Home inspectors, contractors, curb painters, gutter
cleaners, etc.
Solicit local merchant contributions/cooperation
Solicit financial donations to cover cost
Planning Calendar Press Releases
April
Community service article to local news media
Organize work teams Homeowner sign-ups Deadline Volunteer sign-ups Deadline Verify local supplier relationships Organize homes
by geography/ house captain
Order T-shirts
Preview properties Organize Work Teams
Pre-event week
May
Coordinate with house captains
Coordinate with home inspectors and contractors
Day/time reminders to seniors and homebound Supply Disbursement Program/Communication
Procurement
Set ups
Location and times
Leave behind package
Fill supply bags/label with homeowner name
Team captains/assistants call team members
Start and complete work
event week
May
Complete loose ends and follow-up
Collect thank you notes
Close of event celebration
Acknowledge all sponsors and volunteers
Program summary Number of homes
Realtor and affiliate volunteers
Noteworthy projects completed
Potential homeowners to interview
PR follow up effort for identified seniors
31
RSVP TOOLKIT
-Volunteer Application -Homeowner Application -Preview/supply Request Form -RsVP Reminder Card
In_HouSe
ALL FILEs FoR PRInTERs -Business card -Canvas bag -T-shirt
out_of_HouSe
RSVP Toolkit
All materials and master copies in this section, along with a PDF of this manual and other RSVP files can be found on the CD below. A PDF of the printed manual for on-screen review
RSVP_oPeRatIonS_manuaL.PDf
What is on this cd... What is on this cd... RSVP_oPeRatIonS_manuaL.PDf A PDF of the printed manual for on-screen review
In_HouSe
out_of_HouSe
-Volunteer Application -Homeowner Application -Preview/supply Request Form -RsVP Reminder Card -Volunteer Feedback survey -Homeowner Feedback survey -Mattress Turning Instructions -RsVP Brochure
ALL FILEs FoR PRInTERs -Business card -Canvas bag -T-shirt -Letterhead -Envelope -Yard sign
RSVP Logo
RSVP DocumentS
-Adobe Illustrator logo -GIF logo -JPEG logo
-sample “thank you” to sponsors -Letter to volunteers -Letter to homeowners -Roster spreadsheet
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Out-of-House Production
As tion o socia log
T-Shirt
Canvas Bag
Letterhead
Envelope
RSVP_canvastotebag.pdf RSVP_logo.ai Send to printer: Please send above named file to a screen printer. (See list of suggested printers below.)
RSVP_shirt_calloutsforprinter.pdf RSVP_logo.ai Send to printer: Please send above named file to a screen printer. (See list of suggested printers below.)
RSVP_letterhead.pdf RSVP_logo.ai Send to printer: Please send above named file to your local printer. (See list of suggested printers below.)
RSVP_envelope.pdf RSVP_logo.ai Send to printer: Please send above named file to your local printer. (See list of suggested printers below.)
Business Card
RSVP_businesscard.pdf RSVP_logo.ai Send to printer: Please send above named file to your local printer. (See list of suggested printers below.)
Yard Sign A Volunteer Home Service Program Provided by the San mateo County association of ReaLtoRS速
RSVP Pin
RSVP_yardsign.pdf RSVP_logo.ai Send to printer: Please send above named file to a screen printer. (See list of suggested printers below.)
Tri-Fold Presentation
To place an order for RSVP pins please contact Kelly Dadsetan at SILVAR via e-mail <kdadsetan@silvar.org> giving her your association contact information and the number of pins you would like to order.
*coming soon*
Suggested Printers SAMCAR and SILVAR have shared the cost of printing by ordering most collateral material for RSVP in bulk packages. The associations have used the same two printers on a fairly consistent basis for printing and production of much of the collateral from one location. You are encouraged to look for printers that offer the same services in your area and to shop around for the best prices as the budget for the program is limited.
t-shirts/canvas bags/yard signs and all other promotional items
Identity Packaging, LLC Contact name: Jim Bowen jim@identitypackaging.com 408/654-9004
letterhead and business cards
Tully Wihr
Contact name: Barbara Markey Bmarkey@tullywihr.com 408/690-8548
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IN-House Production Homeowner Application
Volunteer Application
RSVP_homeowner_application.pdf
RSVP_volunteer_application.pdf
2
pages
Double sided
Suggested paper
Plain, 20 – 24 lb.
Template
2
8.5” x 11” No Trim
pages
Trim See editing/printing instructions.
Plain, 20 – 24 lb.
Double sided
Suggested paper
Plain, 20 – 24 lb.
Template
1
8.5” x 11” No Trim
page
Trim See editing/printing instructions.
Double sided
Template Trim
RSVP_homeowner_feedback.pdf
1
8.5” x 11” No Trim
page
Suggested paper
Plain, 20 – 24 lb.
sided
Template
8.5” x 11”
Trim 8.5” x 5.5” Cut along dashed lines.
Card, 28 – 30 lb.
RSVP Brochure RSVP_brochure.pdf
RSVP_mattress_turning_instructions.pdf sided
Template
Double
Suggested paper
Mattress Turning Single
8.5” x 11”
~4”x 3” Trim Cut along solid lines.
Homeowner Survey
Plain, 20 – 24 lb.
1
sided
Plain, 20 – 24 lb.
Suggested paper
page
Template
Single
Suggested paper
RSVP_volunteer_feedback.pdf
2
8.5” x 11”
Trim No Trim See editing/printing instructions.
RSVP_reminder_card.pdf
Volunteer Survey pages
Template
Reminder Card
RSVP_previewer_request_form.pdf
2
sided
Suggested paper
Previewer/Supply Form pages
Double
2
8.5” x 11”
pages
Trim 8.5” x 5.5” Cut along dashed line
Double sided
Suggested paper
Heavy, 24 – 28 lb.
Template
11” x 17”
Trim No Trim Fold twice into booklet. NOTE: On CD only.
MASTER Copies
Additional Materials
The above materials are all indexed in the following section, “Master Copies.” Please use these master hard copies for editing and duplication according to the “Printing/Editing Instructions” on the following page.
All the electronic files for collateral to be produced in-house are also available on the CD attached to this manual in a folder called “In_House.” In addition to the items indexed as master copies in this manual, the following are also available on the RSVP CD: •
Letter to repeat homeowners (to be printed on letterhead)
•
Letters to repeat volunteers (to be printed on letterhead)
•
Sample press releases (also available in Section 2)
•
Excel Spreadsheet Volunteer/Team Roster (template)
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Printing/Editing Instructions In this section of the manual you will find an index of master copies of forms required to start your own RSVP program. Please DO NOT WRITE or PASTE onto these forms as they are your master copies. Rather, you should make photocopies of these masters for editing and then make your copies for distribution. Please follow the instructions below for editing forms “by hand” or in the computer.
The following items will require you to input unique information before duplicating and distributing:
Application/Previewer Forms • • • • •
RSVP week dates Deadline (only item on Previewer Form) Locations Services List Check endorsement (for donations)
Editing “by hand” To insert text
To add other descriptive text, neatly write on the ruled sections provided following the prompts (e.g. dates, tasks)
For Printing
Make double-sided photocopies of these edited forms to distribute to volunteers/ seniors participating in the event. Each application form set should contain a sign-up section and the legal waiver/release for signing by the applicant.
Editing in the computer Using ADOBE ACROBAT STANDARD (NOTE: you will not be able to edit the document in “ADOBE ACROBAT READER”).
To insert text:
Tools>advanced commenting>text box tool Draw a text box over the area on the form and type in desired information (e.g. list of special services on application forms)
For Printing:
Make sure that the “Print What” drop down is set to “Documents & Comments”
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MASTER COPIES & Samples
Frequently asked Questions
Please send your questions and concerns to Kelly Dadsetan at SILVAR via e-mail at kdadsetan@silvar.org so we may populate this section for the next edition of the manual to help your association better organize RSVP.
Colophon The RSVP Operations Manual was collectively created by a team of people including David Barca and Eileen Giorgi (RSVP Committee chairs); Kelly Dadsetan at SILVAR and Beckie Patane at SAMCAR (RSVP coordinators); Kent Westerberg (Attorney/Legal advise regarding release forms and copyright); with special thanks to Val Brand, Josie Gambera, Valerie Garcia, Nancy Goldcamp, John Tripp and others for their role in composing the manual and developing program materials from the start. This manual, all RSVP forms and select items of promotional material were designed by Dalen Gilbrech and Erica Loh at SAMCAR, updated from collateral and material originally created by Marcie Wilson, Trish Fullerton (logo design), Caroline Wolf and Margo Jenks. Type was set in Swis721 Lt BT and Swis721 BT (headings), Gill Sans MT Condensed (subheadings), Franklin Gothic Book and Franklin Gothic Demi (body copy). Page layout and illustrations were produced with Adobe Creative Suites 2 software on a PC. Printing for the manual was done in-house at SAMCAR on Canon ImageRUNNER 5570 (black and white text and separator pages) and Canon ImageRUNNER C3220 (color image pages) machines using New Leaf PaperTM Everest, 100% post-consumer waste recycled, 24 pound writing paper (body pages), ForayTM Flame-Retardant Sulphite construction paper (section separators), and re-used cardboard notepad backing (back cover).