LSS “Measure” Mini-Case: StandUp for Kids

StandUp for Kids (SUFK) is an all-volunteer, 501(c)(3) not-for-profit organization, founded in 1990. Its purpose to help homeless youth (21 years of age or younger) get off the streets and lead productive lives. SUFK has more than 25 outreach programs in 23 states, providing immediate necessities such as food, hygiene and clothing, as well as many support services. In addition to street outreach, many chapters have drop-in centers (including Atlanta), where the kids come to get help, and to temporarily have a safe place to do their laundry, get a hot meal, use a computer, and relax. Some chapters (including Atlanta) also have a school outreach program, where homeless kids (and kids who are at risk of becoming homeless) receive support.

Through volunteer websites, SUFK receives a substantial number of inquiries from people who wish to volunteer and receive training. However, turnover is very high. The Leadership team believes that the organization retains about 33% of those who receive training. Because it is an all-volunteer organization, data is scarce.

Most newly trained volunteers begin by participating in street outreach activities, as this is the mission-critical process of the organization. However, it is difficult to know when to get these people involved in other needed support activities. Also, since volunteers participate when and if they are available, it is hard to know if they are still active.

A recent study by a group of university students reported a 15% retention figure based on the sample contacted in their study. In this study, it was suggested that future surveys be pursued to determine whether trained volunteers considered themselves as:

· Casual Volunteers - Contact me periodically to help out 3-5 hours per month

· Regular Volunteers - I desire an ongoing support role, devoting 3-5 hours per week

· Committed Volunteers - I desire a Leadership role, devoting at least 5 hours per week

· Interested in participating in the future , but not currently available

· No longer a volunteer

You have been asked to conduct the “Measure” phase for a Lean Six Sigma project to increase retention for SUFK-Atlanta. Some of the questions you should consider include:

1. How should retention be defined and measured? Create a clear operational definition for this outcome (or “y”) for your study.

2. What are the potential determinants (or “x’s”) of retention and how can they be defined and measured?

3. How and when would you survey the volunteer base? What other data would you collect?