Service Enterprise Initiative (SEI)

Program Type: Capacity building certification program for nonprofits

Geographic Scope: Massachusetts

Partner: Led by AL!VE and administered in Massachusetts by the Massachusetts Service Alliance

Purpose: Help organizations achieve a greater "return on investment" (ROI) for volunteer engagement and strengthen their mission statements through systematic volunteer engagement practices.

Benefits of Service Enterprise Certification

Organizational Benefits:

• Leverage the full value of volunteer time and talent
• More efficient engagement of volunteers
• Program growth and increased capacity and sustainability
• Increased operational capabilities through freeing paid staff time
• Specific financial incentives

Quantified Impact (Average Certified Service Enterprise):

• 23% increase in volunteers annually
• +2,700 hours of donated time from volunteers annually
• $63,000 in valued labor from additional volunteer hours
• 80% of Service Enterprises report increase in both volunteers and skilled volunteers
• 60% report increase in average volunteer hours

Massachusetts Participation: As of 2022, 113 Massachusetts organizations are either accredited Service Enterprises or participating in the program towards accreditation.

Three Service Enterprise Domains

1. Establishing the Foundation

• Creating and sustaining appropriate groundwork and organizational underpinnings for successful volunteer engagement
• Includes: Funding & Resource Allocation, Technology, Leadership Involvement, Planning

2. Best Practices in Volunteer Engagement

• Practices ensuring effective engagement of volunteers and community partners
• Includes: Recruitment & Cultivation, Onboarding, Training, Supervision & Support

3. Impact and Outcomes

• Utilizing tools to create and sustain relationships, tell organizational story, listen to stakeholders
• Includes: Collaboration, Communication, Growth & Change, Tracking & Evaluation

Service Enterprise Characteristics

Establishing the Foundation Domain:

• Funding & Resource Allocation: Provision of financial, human, space, and material tools necessary for volunteer engagement; willingness to seek additional support
• Technology: Broad-based utilization of technology for all volunteer engagement aspects (record keeping, communication, service options)
• Leadership Involvement: Executive and board leadership demonstrate commitment through actions; volunteer engagement key strategy to achieve mission
• Planning: Thoughtful, comprehensive preparations for volunteer and community engagement based on established principles and practices

Best Practices in Volunteer Engagement Domain:

• Recruitment & Cultivation: Ongoing process to engage individuals and groups with skills, interests, abilities to further mission; targeted for diverse mix of community members
• Onboarding: Smooth pathway to service through screening, preparation, guidance; involves community members and staff
• Training: Education and skill development plus organizational knowledge to equip volunteers and staff to work effectively together
• Supervision & Support: Consistent oversight and support ensuring volunteers succeed and feel valued and appreciated

Impact & Outcomes Domain:

• Collaboration: Vital part of nonprofit work; collaborative undertakings build relationships and sharpen service focus
• Communication: Many forms operating through diverse channels (formal/informal, print/social media) for internal and external groups
• Growth & Change: Seek ways to improve services, cultivate leaders, seed new thinking, create new platforms for action; staying on cutting edge motivates staff
• Tracking & Evaluation: Assesses organizational progress towards institutional goals and performance of volunteers, staff, and community partners

Support Provided by MSA

Organizations working towards Service Enterprise certification receive:

• Thorough assessment of existing volunteer engagement practices (research-based)
• 16-20 hours of team-based change management training to reimagine volunteer engagement
• Individualized coaching to address organizational opportunities and challenges
• National certification symbolizing commitment to volunteer engagement
• Technical Assistance valued at $10,000-$15,000

Service Enterprise Certification Process

Getting Started:

1. Contact Program Director
   • Reach out to Ian Whalen-Stone, Director of Training and Technical Assistance at MSA
   • Email through MSA contact form or website

Certification Pathway:

Organizations receive a comprehensive package including:

1. Assessment Phase
   • Thorough, research-based assessment of existing organizational volunteer engagement practices
2. Training Phase
   • 16-20 hours of team-based change management training
   • Focused on reimagining ways to better engage volunteers
3. Coaching Phase
   • Individualized coaching to address unique organizational opportunities and challenges
4. Certification Phase
   • National certification symbolizing organization's commitment to volunteer engagement

Value of Support:

• Technical Assistance valued at $10,000-$15,000

Resources Available:
MSA provides training and organizational support throughout the certification journey to help achieve full certification.