Member Retention

Member
Retention

Keeping our volunteers

Maintaining a strong member retention program is absolutely crucial for our Surf Life Saving clubs here in Queensland, especially with recent studies showing a decline in volunteerism nationwide.

We know that creating a positive Member experience is key to keeping our volunteers happy and engaged. So, on this page, let's dive into some awesome strategies to boost Member retention, including:

Strong Induction Plan: Welcoming new Members with open arms and making sure they feel right at home from day one.
Clear Expectations: Letting everyone know what's expected of them so we can all work together towards our goals.
Good Communication: Keeping the conversation flowing so everyone feels heard and valued.
Rewards and Recognition: High-fives and shout-outs for our awesome Members who go above and beyond!
Education and Development Programs: Learning new skills and growing together as a team.
Highlighting Opportunities and Pathways: Showing off all the cool roles and careers you can explore in surf lifesaving.
Social Engagement: Getting together for fun events and activities that make us feel like one big surf-loving family.
Exit Interviews: Understanding the why people leave and learning from that.

Aiming for a stellar retention rate of at least 75%, these strategies aren't just about keeping members around—they're about building a strong, supportive community that's ready to tackle any wave that comes our way.

Let's make sure every member feels valued, inspired, and excited to be part of our Surf Life Saving family!

Creating a positive
member experience

slsq'S STATE OF VOLUNTEERING

Current statewide average retention rate for all Members is 69% and active Members is 80%.
For active membership, nearly 50% of Clubs sit under 75% retention rate.
Nearly 20% of Clubs sit in the at-risk category for active membership.
Regional membership is declining overall.
These are trends we want to change!

creating a
positive member
experience

Creating a positive start for every member is crucial for ensuring their long-term commitment and involvement within our Surf Life Saving Club community.

Research consistently shows that members who begin their journey with a positive experience are more likely to stay engaged and contribute actively over time. Here, we'll explore essential elements that contribute to a positive club environment, setting the stage for lasting relationships and a strong sense of belonging among our members.

Let's dive into what makes our Club a place where everyone feels valued and excited to be part of the team!

CREATING A STRONG INDUCTION PLAN

Creating a robust induction process for new Members is crucial for our Surf Life Saving Club.

It ensures that every newcomer starts off on the right foot, equipped with the information they need to integrate smoothly into our lifesaving community. Here's why our induction process is key:

Getting Started Right: New Members receive all necessary information and resources from the outset.
Efficient Administration: Addressing common questions upfront saves valuable club administration time.
Comprehensive Understanding: Provides a clear background of their role within the club and the wider community.

To explore our induction process in more detail and access resources that will help new Members settle in seamlessly, click here.

CLEAR EXPECTATIONS

Creating clear expectations for new Members through strong club policies is crucial for establishing a cohesive and effective environment at a Surf Life Saving Club.

These policies not only define how we operate but also set standards for behaviour, responsibilities, and member engagement, thereby shaping the Club's culture and values from the outset. When expectations are well-defined, new Members understand their roles clearly, how they can contribute to club goals, and what they can expect in terms of support and opportunities.

Best practices in organisational management highlight the importance of clear expectations for enhancing member satisfaction and organisational effectiveness. Research and industry insights consistently show that organisations with transparent policies and expectations experience higher levels of Member engagement and retention. By adhering to best practices in setting and communicating expectations, Clubs can fosters a welcoming and supportive atmosphere where every Member can thrive.

GOOD COMMUNICATION

Effective communication plays a pivotal role in creating a positive Member experience within clubs.

When communication flows smoothly and consistently, it fosters transparency, trust, and a sense of belonging among Members. Clear and frequent communication ensures that everyone stays informed about Club activities, policies, and opportunities, reducing misunderstandings and promoting active participation.

Regular updates through newsletters, emails, and social media platforms keep people engaged and aware of upcoming events, training sessions, and volunteer opportunities. This not only enhances their involvement but also strengthens their connection to the Club community. By maintaining open lines of communication, clubs empower Members to voice their ideas, concerns, and feedback, fostering a collaborative and supportive environment.

It's important for clubs to establish a communication schedule that suits their dynamic nature. Fortnightly or monthly newsletters can provide comprehensive updates on Club activities and achievements, while social media platforms like Facebook and Instagram can offer more immediate updates and engagement opportunities. Personalized emails can also be used to reach out to specific groups within the club, such as new members or volunteers.

Utilise email software tools like Mailchimp and Vision 6. These platforms allow clubs to create professional-looking newsletters and personalised email campaigns effortlessly. Features such as customisable templates, automated workflows, and analytics help tailor messages effectively and track engagement metrics to improve communication strategies over time.

Maintaining a responsive communication approach ensures that Members feel valued and informed.

Promptly addressing inquiries, providing timely updates, and soliciting input on club decisions demonstrate a commitment to transparency and Member satisfaction. By leveraging these communication practices and tools, clubs can enhance the overall experience, strengthen community bonds, and sustain a thriving club environment.

REWARDS AND RECOGNITION

Recognising the efforts of our Members is essential for creating a welcoming and supportive club environment.

When we celebrate achievements through awards, acknowledgments, and special perks like club merchandise or exclusive event invitations, we show how much we value each Member's contributions. It's about fostering a sense of camaraderie and appreciation, which keeps everyone motivated and engaged.

Explore more details and resources on how we can enhance our recognition efforts for a more rewarding Member experience.

Click here to read more and access resources.

EDUCATION & DEVELOPMENT PROGRAMS

HIGHLIGHTING OPPORTUNITIES AND PATHWAYS

SOCIAL ENGAGEMENT

Social events and engagement are like the heartbeats of our Clubs—they're what keep our Members smiling and sticking around for more. These gatherings aren't just about having a good time; they're about forging friendships and creating that sense of belonging that makes our club feel like a second home. Research backs this up too, showing that when members feel connected through social activities, they're more likely to stay engaged and committed (Diener & Seligman, 2002).

Social moments not only strengthen our bonds but also deepen our connection to the club's mission and values. According to studies, these social ties boost satisfaction and enthusiasm among Members, making them more eager to lend a hand and contribute (Cross, Baker, & Parker, 2003).

So, whether it's a themed party or a team-building event, each gathering is an opportunity to nurture the spirit of our Club. It's about creating experiences that members cherish and that inspire them to stay involved. Let's continue to build our community through these meaningful interactions and see how they make our club even stronger.

EXIT INTERVIEWS

When a volunteer or member decides to move on from our club, it presents a valuable opportunity to learn from their experiences and understand their reasons for leaving.

Conducting an exit survey or interview allows us to gather insightful feedback that can help us enhance our club's environment and operations. By listening to their perspectives, we gain valuable insights into areas where we can improve, whether it's communication, support systems, or program offerings.

This process isn't just about feedback; it's also about acknowledging the contributions of departing volunteers and members. Recognising their efforts and expressing gratitude for their time and dedication helps maintain positive relationships and demonstrates that their contributions were valued. This approach not only fosters goodwill but also encourages ongoing support and engagement from former members, potentially even enticing them to return in the future.

Taking the time to conduct exit surveys or interviews demonstrates our commitment to continuous improvement and Member satisfaction. It shows that we value each individual's experience and are dedicated to creating a supportive and fulfilling environment for all. By implementing changes based on feedback gathered through these processes, we can ensure that Clubs remains a place where every Member feels appreciated and motivated to contribute.

Click here to download a draft Exit Interview template (Word Document).