Volunteer Software Migration: Managing Existing Volunteer First Login

Migrating to new volunteer software can create confusion for existing volunteers if not handled correctly. This guide outlines three proven approaches for managing first login access in Volunteer Matrix while minimizing friction and maintaining accurate data.
 
One of the trickiest parts of migrating to a new volunteer software is ensuring your existing volunteers have the least amount of possible stress or difficulty with the migration. This guide will help you choose the right process for your volunteer system.
 

Waiver Handling

We suggest that we do not import any existing waiver acceptance data – and that the volunteers can do this 'fresh' – since reviewing and saving an online waiver is simple and painless.
Do not instruct volunteers to complete the waiver separately. The system automatically presents required documents at the correct time—during first scheduling. This is also a great time to update your organizations waiver documents if you haven't done so in a while.

Welcome Email Setup

As part of the Initial Setup assistant feature, you will have directions on emailing your entire imported volunteer database with a welcome email. There is a provided template to use, which will include their login (usually their email) and a new password (which they can change upon login), and a link to your new calendar address.
If anyone does not get the welcome email, they can use the lost password option on the volunteer login screen, and since we typically set their login to be their email, they can easily gain access even without receiving that email.
 

First Login Flow

Regardless of the process you choose below, when an existing volunteer uses their emailed login & password, they will be prompted to add a Password Question & Answer, which is used to help them retrieve their username/password later if they don't have one or both.

Option 1: Bypass Profile Review

They can go directly to selecting a volunteer opportunity.
 
If we set all imported volunteers 'Date Registered' to some past date (the real data if it exists in your exported data), then the system will not prompt them to review and save the registration form at all – you just assume you have correct enough information.
 
Pros:

• least steps

• many profiles may have old data on them that is incorrect. Very often volunteers will never later update their profile.

Option 2: Require Profile Review

Have them review and save their profile data, after which they can go to select a volunteer opportunity If we don't set any 'Date Registered' on their profiles (even if you have the actual date), then the Volunteer Matrix system will automatically prompt them to review and save their volunteer profile.
 
Pros:

• Only one step more than Option 1.
• You know that all active volunteers were asked to review and update their profile data.
• You can also use this opportunity to add new required fields such as emergency contact information or updated volunteer interests.

• One step more than option 1.
Some volunteers will complain that you already have their info.

Option 3: Start Fresh

If you don't have great volunteer data currently, you can start from scratch by not importing any volunteers at all, and just use your existing volunteer communication channels to email them info and a link to your new Volunteer Matrix system. Of course also link to the calendar on your website.
 
Pros:

• fresh start – usually new volunteers will do any process you put in front of them.

• It will be a bit slower to get going as it 100% relies on your team to get the word out to your volunteers.

Pre-Launch Configuration

• Qualifications assigned
  If you will have volunteer qualifications to either allow or deny a volunteers ability to self schedule on your shifts (like background check, court ordered, training XYZ, etc), then try to ensure these are all set on your active volunteers before emailing them their login. We can import this data along with the volunteers if you have it in that format. Otherwise, you should make an active volunteers list, and each qual they should have, and ensure your team add those to each active person beforehand.
• Future shifts created
  It's important to have already added future projects/dates/shifts that people can sign up to before you send out any welcome email – give them some immediate “action” items to participate.
• Registration form finalized
  Ensure your new registration form includes any fields you might not have included before now.
• Welcome email template reviewed
  Verify the provided welcome email template is well worded and has the personality of your organization. Add info like if doing Option 2, that they will be requested to review and save their profile (will be prepopulated).
• Staff trained on assisting first-time logins
  It's important that your team pushes people to your new calendar page to self-manage their volunteerism. You may be tempted to schedule people via the phone, but then you are effectively training them that they can do this into the future as well. Of course if you have any volunteers who actually need assistance to schedule (disability, no internet, etc), then by all means you should assist them with that.

Managing Resistant Volunteers

There may be a few volunteers who will resist any and all changes of any kind. You have options on how to best manage these situations.
Volunteer Matrix has client organizations that have an average volunteer age of 70+, so we do know that it is possible that any age person can successfully use your new system.
1) create a profile for them, and your team can schedule that person as needed. Or if you use kiosk, they still can easily find themselves at kiosk, and clock in (no login needed). You can also add recurring configurations to these folks to auto-schedule them if they keep a regular schedule with you.
2) Have them use the login at your office to complete the process so you can help guide and encourage them. Often it's more about being nervous to try or not wanting to try than about actually not being able to do it.

Final Recommendation

For most organizations, Option 2 provides the best balance between data accuracy and volunteer experience.