Come learn about the Service Enterprise Initiative (SEI), a leading nonprofit capacity building and certification program, led by Points of Light, that helps organizations achieve greater ‘return on investment’ (ROI) for volunteer engagement and ultimately their missions. Today, we are seeing a surge of passionate leaders, gifted volunteers, and driven organizations step forward to meet the needs of our time through the dedication of volunteers. And yet, the social sector still struggles with getting volunteer engagement right and creating sustainable infrastructures for effective volunteer engagement. Join us as we reveal what Points of Light has learned over nearly ten years of implementing the Service Enterprise Initiative to help organizations develop the systems and cultures needed to strategically integrate volunteers throughout their operations and effectively engage volunteers.

1. Helping a Thousand
Points of Light Shine
Even Brighter
To hear the presentation by phone call:
(914) 614-3221
Access Code: 405-972-834
Jennifer Bennett @JenBennettCVA
CVA, Senior Manager, Education & Training
Yvonne Siu Turner
Senior Manager, Nonprofit Knowledge
Points of Light
Follow this webinar on Twitter to
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#VMlearn

2. Volunteer Match Nonprofit Insights Webinar Series
Yvonne Siu Turner
Senior Manager, Nonprofit Knowledge
Points of Light
Service Enterprise Initiative:
Helping A Thousand Points of Light
Shine Even Brighter

3. 1
What is your biggest volunteer
engagement challenge?
a) Lack of support from leaders
b) Not enough training or financial
resources
c) Lack of support from
colleagues/organization
d) Other—please specify

4. 2
How familiar are you with the
Service Enterprise Initiative?
a) I love Service Enterprise! (Very familiar
b) I’ve heard about it but want to learn
more (Somewhat familiar)
c) Never heard of it (Unfamiliar)

5. 3

6. Reimaging Service research begins
1 in 4 Americans volunteer
through an organization
(62 million adults)

7. Reimaging Service research begins
91% of companies offer
formal volunteer programs

8. Reimaging Service research begins
51% of companies offer
pro bono volunteer
programs

9. Reimaging Service research begins
The voluntary sector is
facing new challenges to
accommodate the
anticipated growth of
volunteers.

10. SEI Theory of Change
8
Organizations are powered by volunteers to achieve their
social missions and contribute to resilient communities.
Diagnostic Training Coaching Certification
• Orgs better understand
their volunteer workforce
and volunteer engagement
practices.
• Orgs identify opportunities
for improvement.
• Orgs understand change
management concepts
and best practices for
volunteer engagement.
• Coaches provide support,
accountability and
technical assistance to
support culture change
needed to become a
Service Enterprise.
• Orgs receive official SEI
certification for three
years.
• Orgs are equipped with the
knowledge, tools and support
to engage volunteers as part of
their human capital strategy.
• Orgs lead a change
management effort to
build a culture of and
infrastructure for
volunteerism.
• Orgs adopt norms and
practices to make
volunteering core to
their businesses.
• Orgs calculate their return
on volunteer investment
(ROVI).

11. Principle #1 Principle #2 Principle #3 Principle #4
Volunteer
ecosystem
Make it core
True
community
needs
Need to
invest
Reimagining Service Principles

12. Founding Partners

14. 12
“We couldn't be happier with the process of getting SEI
certified. Over the last year our leadership and staff has
learned…that our return on volunteer investment was of $4
for every $1! This allows us to maximize what our community
contributes to our organization and helps us better achieve our
mission.”
- Jennifer Fotherby, Executive Director
Connolly Ranch, Napa, CA
SEI Value

15. • A 23% increase in
volunteers annually
• 2,700 more volunteer
hours, equivalent to
1.5 FTEs worth of
labor
• More than $60K in
valued labor from the
additional volunteer
hours
SEI Value

16. 14

17. What are the data and insights
behind Service Enterprise?
15

18. 18% 17%
Strong
(CCAT Score > = 240)
Weak
(<190)
Satisfactory
(190 – 240)
*Does not total to 100% due to rounding.
64%
Nonprofit Volunteer Management Scores
% of Nonprofits by CCAT

19. 30%
27%
26%
25%
21%
13%
8%
6%
0%
5%
10%
15%
20%
25%
30%
35%
Appreciation Supervising Retaining Developing Recruiting Resourcing Clarifying
roles
Balancing
skilled and
unskilled
Source: TCC Group’s CCAT Study for Reimagining Service, April 2009
Volunteer Management Benchmarks

20. Research by TCC Group found that there
were top performers in volunteer
management and organizational
performance. These organizations
represented 11% of nonprofits in the country.
They called these top performers Service
Enterprises.
What were key findings of
Service Enterprises?
18

21. Key Finding #1
All organizational capacities are
significantly and markedly stronger for
nonprofits with a strong volunteer
management model

22. Key Finding #2
When organizations engage and manage
any number of volunteers well, they are
significantly better led and managed

23. Key Finding #3
Service Enterprises not only lead and
manage better, they are significantly more
adaptable, sustainable and capable of
going to scale

24. Key Finding #4
Operating as a Service Enterprise requires
strong and well-developed human resources
management practices

25. Key Finding #5
Organizations that engage volunteers are
equally as effective as their peers without
volunteers, but at almost half the median
budget

26. An organization that
fundamentally leverages
volunteers and their
skills to achieve its
social mission
What is a Service Enterprise?

27. Service Enterprise Characteristics

28. The model is a holistic
and customized change
management approach
to help organizations
gain a greater return on
volunteer investment
and better achieve
their mission
The Service Enterprise Process

29. www.pointsoflight.org/service-enterprises
Current Landscape

30. Service Enterprise: A growing initiative!

31. What are your
questions so far?

32. Service Enterprise Hubs
• 46 Hubs in 22 states
• Hubs are:
• HandsOn Network Affiliates (Ex: HandsOn Twin Cities, Hands
On Nashville)
• State Service Commissions (Ex: Arizona Governor’s
Commission, Volunteer Iowa)
• NGOs/Membership Associations
• Cities

33. 31
SEI Addresses volunteer pain points
Pain Point:
• Lack of leadership support for
volunteering
• Volunteer misconceptions
• Lack of organizational buy in
and resources for volunteers
• Balancing skilled/hands-on
volunteers
SEI Tools and Strategies:
• Leadership support secured
from beginning and required
throughout certification
• Return on Volunteer Investment
(ROVI), Action Plan, SEI training
• Guiding Coalition and Kotter’s 8
Accelerators of Change, SEI
Coaches, Action Plan,
Certification Standards
• SEI Training

34. Best Friends Animal Society has joined Service Enterprise to operationalize its
mission to “save them all” and end the killing of homeless pets.
Best Friends Animal Society

35. 33
Service Enterprise Cities
• City of Boulder, CO
• City of Roseville, MN
• City of Fort Collins, CO
• NYC Service, NYC—First Service
Enterprise City!

36. Service Enterprise helps to bridge the
gap between government and residents.

37. Questions?

38. • An exclusive license to deliver the Service Enterprise
program in their market area
• A pre-packaged, piloted and tested program that builds
the capacity of nonprofits to better achieve their missions by
engaging volunteers
• Orientation and training curriculum (18 hours)
• Training materials, case studies and trainer guides
• Technical and programmatic support
• Service Enterprise diagnostic tool
• A national network of Hub peers to learn from and connect
with
Hubs are community leaders in
volunteer engagement. They get:

39. • Sign a 2-year license agreement
• Pay annual licensing fees
• Recruit 3-5 organizations in your membership
or network annually
• Implement SEI program model following
national standards
• Become certified within 12-16 months
Hub Responsibilities

40. • Hub Train-the-Trainer
• Technical assistance and programmatic
support
• SEI curriculum and training materials
• SEI tools and resources
• National peer network and community
• National certifying body
• Monthly Hub webinars
• Program evaluation support
Support from Points of Light

41. 39
Are you interested in becoming
a Service Enterprise Hub?
a) Yes
b) No
c) Maybe

42. 40
Are you interested in becoming
certified as a Service
Enterprise?
a) Yes
b) No
c) Maybe

43. • Hub Recruiting Webinar
Be a Leader in Volunteer Engagement in Your
Community: Become a Service Enterprise Hub
Wed, Oct 3, 2018, 2pm ET
Register
• Visit: www.pointsoflight.org/SEI
• Email: serviceenterprise@pointsoflight.org
Learn more!

44. A national change-management approach,
helping organizations gain a greater return on
volunteer investment to meet their missions.
Access to a research-based program to transform your organization into one of the top 11 percent
of nonprofits in volunteer management and organizational performance, according to research by
the TCC Group.
A diagnostic evaluation of your current volunteer engagement practices and tailored
recommendations for improvement.
16 hours of training focused on change-management and volunteer engagement strategies and
best practices.
Individualized coaching and the support of a community of peers to guide you through your
Service Enterprise transformation.
A nationally recognized certification, with access to volunteer engagement networks, resources
and communities.
Increased capacity to power your organization. According to Points of Light, Service Enterprises
experience a 23 percent increase in volunteers annually, representing $63,000 in valued labor.
percent of Service Enterprises
said their organization was
better equipped to engage
volunteers to meet their mission
According to research by Reimagining Service, every $1 invested in effective volunteer engagement
can lead to a $3 to $6 return on that investment.
percent of Service Enterprises
report an increase in both
volunteers and skills-based
volunteers
92% 80%
“We couldn't be happier with getting certified as a Service Enterprise. Over the last year, our leadership and staff
has learned…that our return on volunteer investment was of $4 for every $1!”
- Jennifer Fotherby, Executive Director, Connolly Ranch
"I always thought we were pretty savvy about volunteerism, but through the training and process of certifying for
Service Enterprise, I see we had so much farther to go. There are so many opportunities to invite skilled
professionals in to help achieve our mission throughout every facet of our work. This is a game-changer for us and
ultimately other organizations in our service area!"
- Abby Laine Sienkiewicz, Executive Director, Center for Nonprofit Excellence
Become a Service Enterprise! Your organization will receive:
SERVICE ENTERPRISE INITIATIVE

45. Research by Deloitte LLP, TCC Group, Points of Light, Algorhythm
and the RGK Center for Philanthropy shows that the following are
characteristics of Service Enterprises:
Join a community of
more than 350
Service Enterprises
across the country!
PLANNING & DEVELOPMENT
Develop a strategy and infrastructure for
mission-driven volunteer engagement.
FUNDING
Raise funds to support
volunteer engagement.
PARTNERING TO
EXTEND REACH
Cultivate a mutually
beneficial relationship with
the community to increase
engagement and reach.
LEADERSHIP
SUPPORT
Demonstrate executive
commitment to volunteer
engagement.
RESOURCE
ALLOCATION
Allocate sufficient
resources (time,
money, people,
tools) to volunteer
engagement.
TRACKING &
EVALUATION
Track the outputs
and outcomes of
volunteer
contributions and
monitor the quality
of the volunteer
experience.
OUTREACH
Conduct outreach and
volunteer recruitment to
sustain ongoing volunteer
engagement.
EFFECTIVE TRAINING
Train volunteers and staff
on their respective roles
and equip them to work
with each other.
ONBOARDING
& SUPERIVISION
Match volunteers to
appropriate positions,
clarify their roles and
orient and support them
throughout their service
tenure.
TECHNOLOGY &
COMMUNICATIONS
Implement supportive
technology, invite
dialogue with volunteers,
and articulate volunteer
contributions and
impact.
Service Enterprise
To learn how you can access Service
Enterprise in your community, visit:
www.pointsoflight.org/service-enterprise-
initiative