Introduction

Welcome to the Esinev community! Your decision to join us as a volunteer is a crucial step in fulfilling our mission. We recognize that your time and skills are invaluable resources, and that’s why we’ve developed this comprehensive esinev volunteer handbook. This handbook is more than just a welcome document; it’s your roadmap for successful and rewarding collaboration. Here you’ll find everything you need to know about our culture, the roles you can play, the training we offer to enhance your skills, and the supervision system designed to support you every step of the way. Our goal is for you to feel empowered, connected, and confident that your efforts are making a tangible and measurable difference. This manual is the cornerstone of our commitment to transparency, efficiency, and mutual development.

Our methodology is based on a continuous improvement cycle: Define, Measure, Analyze, Improve, and Control (DMAIC). Each volunteer role has associated clear and achievable Key Performance Indicators (KPIs). We will measure the success of our volunteer program through metrics such as volunteer retention rate (target > 80% annually), volunteer satisfaction measured by the quarterly Net Promoter Score (NPS) (target > 8.5), and the direct impact on our projects, quantified by the number of beneficiaries served or campaign objectives achieved (with an expected deviation of less than 10% from the plan). This approach ensures that your contribution not only feels good, but also proves effective.

Vision, Values, and Proposal

Focus on Results and Measurement

Esinev’s vision is to create an educational and professional ecosystem where talent and opportunity converge without barriers. We believe in the power of collaboration to generate a sustainable impact. Our core values ​​drive every action and decision. We apply the Pareto principle (80/20), focusing 80% of our volunteer efforts on the 20% of activities that generate the greatest impact. To achieve this, we adhere to project management standards such as PMBOK and agile methodologies like Scrum for initiative execution, ensuring efficiency and adaptability. Quality is non-negotiable; every interaction and deliverable must reflect our commitment to excellence.

Measurable Impact: We prioritize initiatives with quantifiable results. We use a decision matrix to evaluate new volunteer proposals, scoring factors such as alignment with the mission (40%), impact potential (30%), resource feasibility (20%), and development opportunity for the volunteer (10%).

Radical Collaboration: We foster an environment where ideas flow freely and teamwork is the norm. Communication is centralized on platforms like Slack, and task management is handled through Asana for complete transparency.

• Unwavering Integrity: We act with honesty and transparency. Our Code of Conduct, which you are required to read and accept, sets the guidelines for all interactions.
• Continuous Development: We invest in the growth of our volunteers. We offer access to training and assign mentors to ensure that your experience at Esinev contributes to your personal and professional goals.Pragmatic Innovation: We are constantly seeking more effective ways to achieve our objectives, adopting new technologies and processes that demonstrate a clear return on investment in terms of impact.

  Services

  Portfolio and Professional Profiles

  The Esinev volunteer program is diverse and offers multiple ways to contribute. Each role is designed to leverage specific skills and provide a valuable learning experience. The Esinev Volunteer Handbook serves as a reference for understanding the responsibilities and expectations of each role. The main profiles are detailed below:

  • Academic/Professional Mentor: Supports students or young professionals in their development. Requires demonstrable experience in a specific field, excellent communication skills, and a commitment of 2-4 hours per week.
  • Digital Marketing and Communications Specialist: Manages social media, creates blog content, develops newsletters, and supports SEO/SEM campaigns. Requires knowledge of digital marketing and analytics tools.
  • Event Organizer (Online/In-Person): Plans and executes webinars, workshops, and networking events. Involves logistics, speaker coordination, and promotion.
  • Educational Content Developer: Creates course materials, guides, and learning resources. Requires pedagogical and research skills.
  • Administrative and Operational Support: Assists with database management, project tracking, and internal communication. Attention to detail and proactivity are essential.

  Operational Process

  1. 1. Phase 1: Application and Selection (1-2 weeks): The candidate completes the online form. A pre-selection is made based on profile and motivation. KPI: Application-to-interview conversion rate > 40%.
     2. Phase 2: Interview and Assignment (1 week): Interview with the Volunteer Coordinator to assess skills and cultural fit. A specific role is proposed. KPI: Offer acceptance rate > 90%.

  Phase 3: Onboarding and Initial Training (1 week): The volunteer completes the welcome module, signs the volunteer agreement and code of conduct, and receives initial training on tools and processes. KPI: On-time onboarding completion rate > 95%.

Phase 4: Integration and Execution (Ongoing): A direct supervisor is assigned. Tasks begin with weekly follow-up meetings. KPI: Satisfaction in the first survey (30 days) > 8/10.

Phase 5: Evaluation and Development (Quarterly): Quarterly feedback sessions are held to review performance, set new goals, and discuss development opportunities. KPI: 100% of volunteers with completed quarterly evaluation.

• Phase 6: Offboarding (At the end): Exit interview to gather feedback and formalize the end of the collaboration. KPI: Exit survey response rate > 85%.

Tables and examples

Conduct weekly 1-hour mentoring sessions. Develop a personalized study plan. Review assignments and prepare for exams.Student with greater confidence, improved study habits, and achievement of agreed academic goals.Develop soft skills in the student.Student self-assessed improvement in 2 out of 4 areas (communication, time management, etc.) after 6 months.Incorporate practical exercises on communication and organization into the sessions. Provide constructive feedback.Become a student better prepared for academic and future professional challenges.Comply with Esinev’s processes.Record 100% of sessions in the CRM. Attend 90% of mentor team meetings.Use the CRM after each session. Actively participate in coordination meetings.Ensure the traceability of the impact and continuous improvement of the mentoring program.

Representation, campaigns and/or production

Professional development and management

Every Esinev volunteer is an ambassador for our brand and our values.

External representation, whether at events, on social media, or in interactions with partners, must be professional and consistent with our identity. For campaign organization or event production, we follow a detailed execution schedule. Logistics are managed by the Volunteer Coordinator in conjunction with the project leader, ensuring that all resources (rooms, technology, materials) are available. If permits or licenses are required for in-person events, the process begins at least 8 weeks in advance. Coordination with suppliers (catering, audiovisual equipment) is formalized through service orders that specify the SLAs and payment terms.

• • Critical Checklist for Online Events (Webinars):
    • 4 Weeks Before: Define topic and speakers. Create registration page. Start initial promotion.
    • 2 Weeks Before: Technical rehearsal with speakers. Prepare presentation and materials. Intensify promotion.
    • 1 Week Before: Send first reminder to registrants. Finalize surveys and CTAs.
    • Day of the Event: Final technical test 1 hour before. Send final reminder 1 hour before. Record the session.
    • Post-Event (24h): Send thank you message with the recording and materials. Analyze attendance and participation metrics.

Contingency Plan for Events:

Main Speaker Cancellation: Have a secondary speaker or a Plan B (roundtable with the team).

Technical Issues (Platform): Communicate an alternative link via email and social media (e.g., secondary Zoom, YouTube Live).

Low Attendance: Focus efforts on the quality of interaction with attendees and enhance the distribution of the recording.

Required Documentation: Volunteer agreement, non-disclosure agreement (NDA) if handling sensitive information, and authorization for image use in promotional materials.

Content and/or Media that Convert

Messages, Formats, and Conversions

Content generated by our volunteers is vital for attracting new beneficiaries, volunteers, and donors. Each piece of content must have a clear objective and a specific call to action (CTA). We use hooks in the first few seconds of a video or the first lines of text to capture attention.

We conduct A/B testing on our newsletter subject lines to optimize open rates (target > 25%) and on our landing page CTAs to improve conversion rates (target > 5%). Conversion metrics are analyzed weekly to iterate and improve. This esinev volunteer handbook includes a style guide that ensures consistency in tone of voice and brand visual identity across all content produced.

• Ideation and Briefing Phase: The communications team defines the key themes for the month based on strategic objectives. A brief is created for each piece of content (article, video, post) that includes the objective, target audience, keywords, and CTA.
• Volunteer Assignment: The Content Coordinator assigns the brief to a volunteer based on their skills and interests. A deadline is set for the first draft.Content Creation: The volunteer researches and develops the content following the style guide and brief.

  Review and Feedback: The draft is reviewed by the Content Coordinator. Constructive feedback is provided for improvement. Up to two rounds of review may be necessary to ensure quality.

  Approval and Scheduling: Once approved, the content is formatted and scheduled for publication on the appropriate channels using tools such as Buffer or Hootsuite.

  Promotion and Analytics: After publication, the content is promoted on various channels. At 7 and 30 days, its performance is analyzed (reach, engagement, conversions) and lessons learned are extracted for future content.

Training and employability

Demand-driven catalog

We believe that volunteering should be a two-way street: you contribute your talent and we invest in your development. Our training program is designed not only to help you excel in your role, but also to equip you with transferable skills that are in demand in the job market. All courses are free for our active volunteers.

Module 1: Esinev Onboarding (Required): Culture, mission, values. Work tools (Slack, Asana, CRM). Code of Conduct and Key Policies.

Module 2: Cross-Cutting Skills:

Effective Communication and Public Speaking.

Project Management with Agile Methodologies.

Leadership and Team Management.

Conflict Resolution and Negotiation.

Module 3: Role-Specific Training:

For Mentors: Active Listening and Coaching Techniques.

For Communicators: SEO and Copywriting for NGOs. Digital Analytics with Google Analytics.

For Event Organizers: Hybrid Event Production. Sponsorship Strategies.

Module 4: Advanced Digital Skills:

Introduction to Data Analytics with Python.

Graphic Design for Non-Designers with Canva and Figma.

Task Automation with Zapier.

Methodology

Our training methodology is blended learning, combining asynchronous e-learning modules on our LMS platform with synchronous hands-on workshops and Q&A sessions with experts. Assessment is based on clear rubrics that measure the acquisition of skills. Each module includes a practical project that allows participants to apply what they have learned to real-world situations at Esinev. Upon completion of specific training paths, volunteers receive a digital certificate that they can add to their LinkedIn profile. In addition, we maintain an internal job bank and agreements with partner companies to facilitate the employability of our most outstanding volunteers, expecting that at least 20% of volunteers seeking employment will find an opportunity through our network within 6 months of completing their volunteer work.

Operational Processes and Quality Standards

From Request to Execution

To ensure efficiency and quality in all our operations, we have standardized a volunteer project management pipeline. This process ensures that all stakeholders have clarity on the objectives, deliverables, and deadlines at each stage.

1. Diagnosis and Definition (Phase 1): An Esinev department or team identifies a need that can be met by volunteers. A “Volunteer Project Request” document is prepared, detailing the problem, objectives (SMART), scope, and necessary resources. Acceptance criterion: Approval by the Volunteer Committee.Design and Proposal (Phase 2): The Volunteer Coordinator designs the necessary role(s), defines the profiles, responsibilities, and KPIs. A “Project Charter” is created, serving as an internal contractual document. Deliverable: Role profiles published on the website.

   Recruitment and Onboarding (Phase 3): The selection and onboarding process described in the “Services” section is implemented. Deliverable: Volunteers assigned and with initial training completed. Acceptance criterion: Signing of the volunteer agreement.

   Implementation and Monitoring (Phase 4): The project is launched. Weekly follow-up meetings (sprints if using Scrum) are held to monitor progress against KPIs. A dashboard in Asana or similar is used for transparency. Deliverable: Weekly progress reports.

2. Evaluation and Closure (Phase 5): Upon completion of the project or a major milestone, a “lessons learned” meeting is held. The impact is evaluated against the initial objectives, and feedback is gathered from volunteers and beneficiaries. Deliverable: Final impact report and satisfaction survey. Acceptance criterion: Project ROI (in terms of social impact) > 200%.

Quality Control

Quality control is an ongoing process that involves all levels of the program.

Our quality management system is based on the prevention, detection, and correction of deviations.

Roles and Responsibilities: The volunteer is responsible for the quality of their own work. The direct supervisor conducts periodic reviews and provides feedback. The Volunteer Coordinator audits processes and compliance with SLAs.

Escalation of Issues: Problems should first be addressed with the direct supervisor. If this is not possible, they are escalated to the Volunteer Coordinator. For serious issues (violation of the code of conduct), a specific protocol is activated, which may involve management.

Acceptance Criteria: Each deliverable has acceptance criteria defined in its brief. For example, a blog post must comply with the style guide, have an SEO score > 85 in Yoast, and be free of grammatical errors.

• Service Level Agreements (SLAs): Internal inquiries response time: < 24 business hours. Draft review time: < 48 business hours.

Risk: Unclear objectives. Mitigation: Mandatory objective validation checklist.Execution:Progress Reports, Partial Deliverables:Schedule deviation < 15%. Compliance with intermediate KPIs. Volunteer NPS > 8.Risk: Low volunteer motivation or performance. Mitigation: Weekly 1-on-1 meetings and a recognition system.ClosureFinal Impact Report, Lessons LearnedMain objective achieved > 90%. Satisfaction survey response rate > 85%.Risk: Failure to capitalize on learning.Mitigation: Creating a database of lessons learned accessible for future projects.

Application Cases and Scenarios

Case 1: Managing a Conflict Between a Volunteer Mentor and a Student

Situation: A student (beneficiary) complains that their volunteer mentor is “too demanding” and they don’t feel comfortable during the sessions. The mentor, on the other hand, feels that the student “isn’t trying hard enough.” Communication has broken down. The student’s NPS for the program has dropped from 9 to 4.

Intervention Process:

1. Detection: The complaint is received by the Volunteer Coordinator through the monthly feedback form.
2. Investigation (48 hours): The Coordinator contacts the student and mentor separately to listen to both perspectives empathetically and without judgment. Previous session reports in the CRM are reviewed to understand the context.
3. Mediation (72 hours): A three-way mediation session is organized (Coordinator, mentor, student). The goal is not to find fault, but to re-establish communication and align expectations. The Coordinator acts as a neutral facilitator.
   • We begin by reaffirming the common goal: the student’s success.
   • The “nonviolent communication” technique is used, where each party expresses their feelings and needs.
   • The initial mentoring agreement is reviewed to reiterate mutual commitments.
4. Action Plan: A new work plan is agreed upon. In this case, it is decided to reduce the frequency of assignment reviews and focus more on time management techniques for two weeks. A follow-up meeting is scheduled for 15 days later.
5. Follow-up and Closure: At the follow-up meeting, both parties report a significant improvement in the relationship and progress. The Coordinator monitors the case for another month. The student’s NPS recovers to 8. The total resolution time was 3 weeks. The cost was approximately 5 hours of the Coordinator’s work, preventing the loss of a volunteer and a beneficiary (incalculable ROI in terms of impact).

Case 2: Launching a Volunteer Recruitment Campaign for a New Program

Scope: 20 new volunteers need to be recruited for a digital literacy program for older adults within 2 months. The desired profile is that of patient individuals with good communication skills and basic computer and internet knowledge.

Strategy and Execution:

• Phase 1: Planning (1 week): A team of 3 marketing volunteers, led by a supervisor, defines the campaign.
  • Key Message: “Connect generations. Donate your time and teach life-changing digital skills.”
  • Channels: Social media (Facebook, LinkedIn), newsletter, partnerships with community centers and universities.
  • KPIs: Reach > 50,000 people, Click-Through Rate (CTR) > 2%, Cost per Qualified Application < €5 (if using ads), 40 qualified applications.
• Phase 2: Materials Creation (1 week): The team creates the resources: an engaging landing page, social media posts, a short video testimonial from a current volunteer, and a digital brochure. All materials follow the branding guidelines of the esinev volunteer handbook.
• Phase 3: Launch and Promotion (4 weeks): The campaign is launched across all channels. Posts are published three times a week. The campaign is included in the bi-weekly newsletter. Partners are contacted to spread the word. A small investment is made in Facebook Ads (€200), targeting by interests and age.
• Phase 4: Monitoring and Optimization (Ongoing): The team monitors KPIs weekly. They observe that LinkedIn generates less traffic but of higher quality. They decide to create specific content for this network, focused on the leadership skills development offered by volunteering.
• Results: At the end of the two months, 55 applications were received, of which 45 were qualified. Se seleccionaron 22 nuevos voluntarios, superando el objetivo. El Coste por Voluntario Adquirido fue de 9,09 €. El plazo se cumplió. El ROI de la campaña fue exitoso al permitir el lanzamiento del nuevo programa, que atenderá a 100 adultos mayores en su primer año.

Caso 3: Un voluntario propone una nueva iniciativa de proyecto

Situación: Una voluntaria con experiencia en diseño instruccional, Ana, nota que muchos de los recursos educativos de Esinev son documentos de texto. Propone crear una serie de micro-vídeos interactivos para mejorar el engagement de los beneficiarios.

Proceso de Gestión de la Innovación:

1. Presentación de la Idea: Ana completa la “Plantilla de Propuesta de Nueva Iniciativa”, un formulario estandarizado que incluye: descripción del problema, solución propuesta, recursos necesarios (tiempo de voluntarios, software), impacto esperado y métricas de éxito.
2. Evaluación Inicial (1 semana): El supervisor de Ana revisa la propuesta con ella para refinarla. Juntos, estiman que un proyecto piloto (3 vídeos) requeriría 40 horas de voluntariado (guion, grabación, edición) y una licencia de software de 150 €.
3. Revisión por el Comité (2 semanas): La propuesta se presenta al Comité de Voluntariado. Se evalúa usando la matriz de decisión:
   • Alineamiento con la misión: 10/10
   • Potencial de impacto (mejora del 20 % en la finalización de cursos): 9/10
   • Viabilidad (recursos disponibles): 7/10
   • Oportunidad de desarrollo (para Ana y otros): 9/10

   La propuesta recibe una puntuación alta y se aprueba el proyecto piloto.

4. Ejecución del Piloto (1 mes): Ana lidera un pequeño equipo de 2 voluntarios más. Utilizan metodologías ágiles, con sprints semanales. Producen los 3 micro-vídeos.
5. Medición y Resultados: Los vídeos se integran en un curso existente y se realiza una prueba A/B. El grupo con los vídeos muestra una tasa de finalización un 25 % superior y una satisfacción un 15 % mayor. El piloto es un éxito rotundo.
6. Escalado: Basado en los resultados, el Comité aprueba la creación de un “Equipo de Producción Multimedia” permanente dentro del programa de voluntariado, liderado por Ana, para transformar gradualmente los contenidos más importantes. La iniciativa de Ana generó una mejora sistémica en la calidad de los servicios de Esinev.

Guías paso a paso y plantillas

Guía 1: Cómo Realizar una Sesión de Mentoría Online Efectiva

1. Preparación (Antes de la sesión):
   • Revisa el historial: Lee las notas de la sesión anterior en el CRM. ¿Qué objetivos se marcaron? ¿Qué tareas quedaron pendientes?
   • Define un objetivo para esta sesión: No empieces sin un propósito. ¿Es revisar un CV? ¿Preparar una entrevista? ¿Discutir una materia difícil?
   • Prepara los recursos: Ten a mano enlaces, documentos o ejercicios que vayas a necesitar.
   • Comprueba la tecnología: Asegúrate de que tu conexión a internet, cámara y micrófono funcionan correctamente 10 minutos antes.
2. Inicio de la Sesión (Primeros 5 minutos):
   • Conexión personal: Empieza con una pregunta abierta y personal (ej. “¿Qué tal la semana?”). Crea un ambiente de confianza.
   • Establece la agenda: Confirma el objetivo de la sesión. “Hoy nos vamos a centrar en… ¿te parece bien?”.
3. Desarrollo (30-40 minutos):
   • Escucha activa: Deja que el estudiante hable el 80 % del tiempo. Usa técnicas como parafrasear y hacer preguntas abiertas (“¿Qué opciones has considerado?”).
   • Enfoque en soluciones: No des las respuestas. Guía al estudiante para que las encuentre por sí mismo. Utiliza el modelo GROW (Goal, Reality, Options, Will).
   • Aporta tu experiencia: Comparte anécdotas o ejemplos concretos de tu propia carrera cuando sea relevante, pero sin acaparar la conversación.
4. Cierre (Últimos 5-10 minutos):
   • Resume los puntos clave: “Hoy hemos hablado de A, B y C”.
   • Define los próximos pasos: Establece 1-3 acciones concretas que el estudiante debe realizar antes de la próxima sesión. Deben ser específicas y con fecha límite.
   • Agenda la próxima sesión: Fija la fecha y hora de la siguiente reunión para mantener el impulso.
   • Pide feedback: “¿Te ha resultado útil la sesión de hoy?”.
5. Después de la Sesión:
   • Registra la sesión: Inmediatamente después, anota en el CRM un resumen de lo tratado, las acciones acordadas y cualquier observación relevante. Esto es crucial para la continuidad.

Guía 2: Protocolo para la Solicitud de Reembolso de Gastos

1. Verifica la Elegibilidad del Gasto: Antes de realizar cualquier compra, consulta la “Política de Gastos para Voluntarios”. Generalmente, se cubren gastos de transporte para eventos presenciales, materiales para talleres previamente aprobados, y costes de software autorizados. Los gastos de manutención (comidas, cafés) no suelen ser reembolsables.
2. Obtén Aprobación Previa: Para cualquier gasto superior a 20 €, es obligatorio solicitar aprobación previa por correo electrónico a tu supervisor, adjuntando un presupuesto. No se reembolsarán gastos mayores no autorizados.
3. Realiza la Compra y Guarda el Justificante: Paga el gasto y asegúrate de obtener una factura o ticket oficial y completo (con fecha, importe, concepto e IVA desglosado si aplica). Las fotos de datáfonos o recibos de tarjeta no son válidos como justificante único.
4. Rellena el Formulario de Solicitud de Reembolso: Accede a la plantilla “Formulario de Reembolso” en nuestra intranet. Complétalo con tus datos personales, la descripción de cada gasto, la fecha y el importe.
5. Adjunta los Justificantes: Escanea o haz una foto de alta calidad de todos los justificantes y adjúntalos al formulario. Asegúrate de que sean legibles. Nombra los archivos de forma clara (ej. “Factura_Transporte_Evento_25Oct.pdf”).
6. Envía la Solicitud: Envía el formulario y los adjuntos a tu supervisor para su validación en un plazo máximo de 15 días desde que se produjo el gasto.
7. Recepción del Reembolso: Una vez aprobado por tu supervisor y el departamento de finanzas, el reembolso se procesará en la siguiente ciclo de pagos (normalmente en los 30 días posteriores a la aprobación).

Guía 3: Checklist para la Publicación de un Artículo en el Blog de Esinev

1. Contenido y Redacción:
   • [ ] El título es atractivo y contiene la palabra clave principal (longitud: 50-60 caracteres).
   • [ ] La meta-descripción es persuasiva, incluye la keyword y tiene entre 150-160 caracteres.
   • [ ] La keyword principal aparece en el primer párrafo, en al menos un subtítulo (H2/H3) y en el texto de forma natural (densidad 0,5-1 %).
   • [ ] El texto está estructurado con párrafos cortos, subtítulos jerárquicos (H2, H3), listas y negritas.
   • [ ] No hay errores de ortografía ni gramática (se ha pasado un corrector).
   • [ ] El tono de voz se ajusta a la guía de estilo de Esinev.
   • [ ] Se incluye al menos una llamada a la acción (CTA) clara.
2. Elementos Multimedia:
   • [ ] Se incluye una imagen destacada de alta calidad y libre de derechos.
   • [ ] Se incluyen al menos 2-3 imágenes adicionales o gráficos en el cuerpo del artículo.
   • [ ] Todas las imágenes están comprimidas para la web (< 150 KB).
   • [ ] Todas las imágenes tienen un nombre de archivo descriptivo y un texto alternativo (ALT) con la keyword si es relevante.
3. SEO y Configuración Técnica (en WordPress/CMS):
   • [ ] La URL (slug) es corta, descriptiva y contiene la keyword.
   • [ ] El artículo está asignado a la categoría correcta.
   • [ ] Se han añadido 3-5 etiquetas (tags) relevantes.
   • [ ] Se han añadido 2-3 enlaces internos a otros artículos o páginas relevantes de Esinev.
   • [ ] Se han añadido 1-2 enlaces externos a fuentes de autoridad (abriendo en nueva pestaña).
   • [ ] La puntuación del plugin de SEO (ej. Yoast) es “Verde”.
4. Revisión Final:
   • [ ] El artículo ha sido revisado y aprobado por el Coordinador de Contenidos.
   • [ ] Se ha programado la fecha y hora de publicación.
   • [ ] Se ha preparado un plan de difusión (redes sociales, newsletter).

Recursos internos y externos (sin enlaces)

Recursos internos

• Código de Conducta del Voluntario de Esinev
• Guía de Estilo y Branding de Esinev
• Plantilla para Propuesta de Nuevas Iniciativas
• Formulario de Solicitud de Reembolso de Gastos
• Catálogo Completo de Formación para Voluntarios
• Directorio de Contacto del Equipo de Esinev

Recursos externos de referencia

• Guía de buenas prácticas en gestión del voluntariado (Plataforma del Voluntariado de España)
• Normativa estatal y autonómica sobre voluntariado
• Recursos de gestión de ONGs de la Fundación Lealtad
• Blog de “Nonprofit AF” sobre gestión del tercer sector (en inglés)
• Estándares de gestión de proyectos del Project Management Institute (PMI)

Preguntas frecuentes

¿Cuál es el compromiso de tiempo mínimo requerido?

El compromiso de tiempo varía según el rol, pero generalmente esperamos una dedicación mínima de 2 a 4 horas semanales durante un periodo de al menos 6 meses. Esto nos permite asegurar una integración adecuada, ofrecerte proyectos significativos y ver un impacto real de tu contribución. Algunos roles de proyecto pueden tener una duración menor pero una intensidad mayor. Todos los detalles se especifican en la descripción de cada rol.

¿Puedo cambiar de rol si mis intereses o disponibilidad cambian?

Sí, fomentamos el desarrollo y la exploración de diferentes áreas. Si después de un mínimo de 3 meses en tu rol actual deseas explorar otras oportunidades dentro de Esinev, puedes hablar con tu supervisor. Analizaremos las vacantes disponibles y tus habilidades para facilitar una transición que sea beneficiosa tanto para ti como para la organización, siempre que sea posible.

¿Qué ocurre si necesito tomarme un descanso de mi voluntariado?

Entendemos que pueden surgir imprevistos personales o profesionales. Si necesitas tomarte un descanso, te pedimos que lo comuniques a tu supervisor con al menos 2 semanas de antelación. Podemos acordar una pausa temporal de hasta 3 meses. Para ausencias más largas, gestionaremos tu salida del programa (offboarding) y estaremos encantados de que vuelvas a solicitar tu incorporación en el futuro.

¿Cómo se mide y se me informa sobre mi impacto?

Tu impacto se mide a través de los KPIs específicos de tu rol, que se revisan en las reuniones de seguimiento semanales con tu supervisor. Además, en las evaluaciones trimestrales, analizamos tu contribución a los objetivos más amplios del proyecto y de Esinev. Recibirás informes de impacto globales del programa de voluntariado para que veas cómo tu pieza encaja en el puzzle más grande.

¿Quién es mi punto de contacto principal para dudas o problemas?

Tu punto de contacto principal para el día a día, las tareas y el feedback es tu Supervisor directo, que te será asignado durante el proceso de onboarding. Para cuestiones administrativas, sobre el programa de voluntariado en general, formación o problemas que no puedas resolver con tu supervisor, tu punto de contacto es el Coordinador de Voluntarios.

Conclusión y llamada a la acción

Has llegado al final de esta guía, pero al principio de tu viaje con Esinev. Esperamos que este esinev volunteer handbook te haya proporcionado la claridad y la confianza necesarias para comenzar con fuerza. Tu rol es esencial para nosotros. El éxito de nuestra misión depende de la dedicación, el talento y la pasión de personas como tú. A través de los procesos y estructuras descritos, nuestro objetivo es garantizar que tu experiencia sea productiva, formativa y profundamente gratificante. Recuerda que nuestros KPIs, como mantener un NPS de voluntarios por encima de 8,5 y lograr una tasa de finalización de proyectos superior al 95 %, son el reflejo de un esfuerzo colectivo bien gestionado.

Tu próximo paso es claro: revisa el catálogo de formación en nuestra intranet, inscríbete en los módulos relevantes para tu rol y contacta a tu supervisor para establecer los objetivos de tu primer mes. Estamos emocionados por ver todo lo que vamos a lograr juntos. ¡Bienvenido a bordo!

Glosario

Beneficiario

Persona o comunidad que recibe directamente los servicios o el apoyo de los programas de Esinev.

Coordinador de Voluntarios

Miembro del personal de Esinev responsable de la gestión global del programa de voluntariado, incluyendo el reclutamiento, la formación y el soporte general.

CRM (Customer Relationship Management)

Software de Gestión de Relaciones con Clientes. En nuestro caso, lo usamos para gestionar la información y el seguimiento de nuestros voluntarios y beneficiarios.

KPI (Key Performance Indicator)

Indicador Clave de Rendimiento. Métrica cuantificable utilizada para medir el progreso hacia un objetivo específico.

NPS (Net Promoter Score)

Métrica que mide la lealtad y satisfacción de un grupo (en este caso, los voluntarios) preguntando la probabilidad de que recomienden la experiencia a otros.

Onboarding

Proceso de integración de un nuevo voluntario en la organización, que incluye la bienvenida, la formación inicial y la asignación de su rol y supervisor.

Supervisor

Persona (miembro del personal o voluntario experimentado) responsable de guiar, apoyar y supervisar el trabajo de un voluntario o un pequeño equipo de voluntarios en un proyecto específico.