Ask the Expert Archive

Q: You mention that it is important to convey "realistic expectations" to potential members as a way to increase retention. Are there other strategies that program directors and supervisors can use to increase retention rates?

A: In addition to realistic expectations, the next most important principles to apply are really about using common sense. For example:

• Incorporate consistent policies and let your members know what they are. I have found that people can deal with a lot of obstacles if they know they will be treated fairly and with respect, and that the same policies and procedures will apply, regardless of the circumstances.
• We don’t like to think that an individual's personal life will interfere with their professional or service life, but it is inevitable that issues will come up from time to time. By helping members deal with personal difficulties, you might prevent them from considering leaving your program early. As a program director or supervisor, there are simple things you can do that can have a big impact on the quality of your members' service term. For instance, you can get to know the local social services policies and staff so that you can assist members in taking the steps for procuring food stamps, or you might incorporate a budgeting class in your orientation to help new members learn some strategies for living on an AmeriCorps member's allowance.
• As much as possible, develop an "open door" policy—making yourself available and willing to listen helps your members realize that they can trust you to take their problems seriously. It is also important to convey that they can be assured of confidentially in your discussions together.

Q: What are some of the most important questions to ask of potential members during an interview?

A: The most important questions to ask during an interview are determined by the position you are trying to fill. Our program has a specific set of questions for each of our individual positions.

When interviewing prospective tutors we like to ask questions that pose hypothetical situations. For example, "A child is having an issue with a teacher and isn't responding to that teacher, what would be your course of action?" This allows us to get an idea of how the prospective member thinks under pressure and what creative ideas they can generate, which is really a lot of what being a tutor and interacting with students is all about.

For our members that will work with our local Red Cross, one of the most important questions deals with navigating through the chain of command. "If you were confronted by a distraught community member and you didn't know the answer, what would your course of action be?" This helps us see how a potential member might react in a highly stressful situation, and to see what their attitude is regarding authority and structure.

We have one question that always gets blank stares at first. We ask, "Please describe yourself in one word and tell us why you chose that particular word." The response gives an indication of how reflective a person is, and allows them to reveal a little more about who they are and what their thought processes are like.

We actually have created a lot of questions to use in interviews over the years! At this point we have a well-developed question bank that allows us to rotate questions each year, and ultimately get a glimpse of different aspects of a candidate's character—as much as can be ascertained during the course of an interview.