ZB12.4 STAFF REPORT To: From: Board of Management Jennifer Tracey Senior Director Marketing, Communications & Partnerships Subject: VOLUNTEER SERVICES REPORT 2016 Date: 2016-12-31 Summary: The purpose of this report is to review and update the Board of Management on the activities of the Volunteer Services Unit for the year 2016. The volunteer team consists of Year-Round Volunteers, Summer Volunteers, Zoo Ambassador Student Volunteers, and Panda Ambassador Volunteers. All volunteers assist in the delivery of the Zoo's educational programs, helping to raise public awareness and involvement in conservation, interpreting the zoogeographic and ecological relationships of the animal and plant kingdoms, and enhancing the experience of each Toronto Zoo visitor with whom they come in contact. In 2016, a team of 448 volunteers donated 33,025 hours of their time to the Toronto Zoo reaching an estimated 883,990 people. Recommendations: It is recommended that this report be received for information. Financial Impact: In 2016, volunteers donated 33,025 hours of their time to the Zoo reaching an estimated 883,990 people. The value of this time is equivalent to approximately 16 full-time staff at an average wage, representing $909,509. The average number of contacts per volunteer increased again in 2016, this year by 8.5%. Comments: One hundred fifty-two new volunteers were recruited and attended volunteer training courses Twenty-four people completed ten weeks of training to become Year-Round Volunteers. In addition, 60 Summer Volunteers were trained to assist visitors at interpretive stations throughout the Zoo during the busy months of May to August. Thirty-three new Zoo Ambassador Student Volunteers also joined the 29 returning volunteers in this group, assisting at special events and with summer Zoo Camp programs. Thirty-five new individuals joined our roster of Panda Interpretive Volunteers for a total of 96 new and returning volunteers in this role for 2016. 2016-12-31 Page 1 of 7
Effective Volunteer engagement results in high numbers of Volunteers returning and progressing to leadership positions In 2016, approximately 37% of our Panda Ambassador roster returned to complete multiple 6-month terms. In addition, five Volunteers from our short-term programs (Summer Information Volunteer and Panda Ambassador Volunteer) moved up to our Year-Round Volunteer program, one which requires a higher investment of time, knowledge, and skills. These trends have continued to be strong over several years, indicating the success in our objective of increasing our Volunteer roster by providing a positive introductory Volunteer experience through the short-term Panda Ambassador program. Interpretive offerings refreshed at the Giant Panda Interpretive Centre Volunteers operated two interpretive stations in the Giant Panda Interpretive Centre daily during opening hours. In anticipation of the additional visitors with the introduction of two giant panda cubs, coverage was constant to ensure a high level of visitor experience and educational value in this area. Existing modules were refreshed as well as new modules created focusing on the giant panda conservation breeding program s success. Using a variety of fun and interactive touch points, visitors not only discovered the amazing adaptations giant pandas have for eating bamboo, but learned more about the life cycle of the giant panda cubs and how, through the breeding program, the Zoo is working to conserve this important species. Volunteers connected with 217,543 visitors in the Giant Panda Interpretive Centre in 2016 and donated 4,994 hours. Volunteers continued to expand and upgrade their skills Volunteer monthly meetings provide continuing education. 2016 presenters included: Shawn Blackburn, Public Programs Coordinator Rachel Hogan, Director of Ape Action Africa Karyn Tunwell, Keeper, Wildlife Care Matt Berridge, Keeper, Wildlife Care Cindy Lee, Curator of Fish & Marine Invertebrates and Mary Kate Whibbs, Aqualinks Program Gerri Mintha, Keeper, Wildlife Care Dr. Samuel Abugiche, Summer Information Volunteer Leanne Collette, Adopt-a-Pond Coordinator A series of refresher training sessions were delivered during the winter months for Year-Round Volunteers. Sessions included: building enrichment devices for the great apes, Horticulture tours through the pavilions to focus on the plant collection, a review of the updated Service Dog Policy, review of operations for the two new summer pilots (Nature Play and Orangutan hotspot), and further interpretation training focusing on the art of asking questions. Additional relevant skill development was fostered through various other training sessions throughout the year including a Certified Interpretive Guide course delivered for Volunteers interested in becoming a Certified Interpretive Guide. 2016-12-31 Page 2 of 7
Certified Interpretive Guide course delivered The internationally recognized National Association for Interpretation Certified Interpretive Guide training program, of which two Volunteer Services staff are sanctioned trainers, was delivered twice in 2016. Upon completion of the four-day course, 14 of the participants applied and were successful in receiving their certification from the National Association for Interpretation as a Certified Interpretive Guide (CIG). Volunteer recognized as CAZA Volunteer of the Year Lynn Wylie, a 40-year Volunteer was nominated and received CAZA s Volunteer of the Year Award in recognition of her contribution to conservation education and raising public awareness of the need to protect the earth s biodiversity. As one of the earliest graduates from the Volunteer training program, Lynn Wylie started her Toronto Zoo career in 1976. As part of a small group of Volunteers, Lynn was instrumental in assisting the Education staff at the time to launch the fledgling Volunteer program. For many years Lynn was the day captain for a large team of Monday Volunteers. As day captain, she helped to ensure all priority postings were covered by her fellow Volunteers, and acted as an interface between staff and her team to communicate issues, concerns and organizational information. When Lynn s time as day captain ended, she continued to be a formal mentor for other new, incoming Volunteers. Lynn is a natural educator and continues to this day, be a core Volunteer involved in the delivery of our many educational programs. The Toronto Zoo continues to benefit from the dedication of long-service volunteers Nineteen Volunteers received awards for service to the Zoo at our annual Volunteer Appreciation/Strawberries and Wine event held in June. This included six Volunteers recognized for 10 years of service, three Volunteers awarded for 15 years of service, five Volunteers reaching the 20 year level, two Volunteers awarded for 30 years of service level and three Volunteers reaching 40 years of service. The Toronto Zoo supports a variety of recognition events and programs for volunteers Nineteen volunteers received length of service awards. Volunteers were recognized each day throughout National Volunteer Week in April with light breakfast snacks and refreshments. Six Year-Round Volunteers and three youth volunteers were honoured for their service at the annual Volunteer Services Awards ceremony hosted by the Ontario Ministry of Citizenship and Immigration. Volunteers recognition events were held in June (Strawberries and Wine and Volunteer appreciation awards ceremony) and December (Winter Holiday Party). A newsletter for volunteers is produced each month (It s Happening), in addition to the bimonthly issue of the staff newsletter Browse, keeping volunteers informed about Zoo events. Volunteers receive uniforms partially subsidized by the Zoo. 2016-12-31 Page 3 of 7
Zoo Ambassador Student Volunteer shadowing opportunities continued Student Volunteers were paired with one or more adult volunteers operating interpretive stations around the Zoo. Students had the opportunity to expand their knowledge and participate in on-site, front line educational opportunities with visitors. Student Volunteers were also provided greater opportunities to pass on their knowledge in an interpretive capacity as they assisted with our panda breakfast and sleepover programs by helping with snacks and activities on-site. Valuable animal data gained from volunteer observations Volunteers continue to provide support to Wildlife Care staff by participating in animal observation studies throughout the year. Important information has been collected for the following animals: eland, Indian rhinoceros, Matschie s tree kangaroo, swamp wallaby, turaco, Von der decken s hornbill, and white rhinoceros. Zoo Ambassador Student Volunteers assist with summer camps Thirty-four Zoo Ambassador Student Volunteers assisted staff with day camps throughout the summer, contributing 1,383 hours. Student volunteers participate in 2016 Youth Summit for Biodiversity and Community Action Six Zoo Ambassador Student Volunteers were sponsored by Ontario Nature to attend the 2016 Youth Summit for Biodiversity and Community Conference. Youth participants spent the week learning about the importance of biodiversity and actions they can take within their local communities. After attending the event, student volunteers were inspired to initiate environmental activities within their local secondary school. Volunteers support a number of International Conservation Awareness Days Volunteers and Zoo Ambassadors were active in operating a number of activities and interpretive tables in support of international conservation days for animals such as black footed ferret, canids, cheetahs, gorillas, lions, rhinoceros, tigers, and vultures. Partnership with Toronto Public Library Museum + Arts Pass Program (MAP) As a venue supporting the MAP Program Toronto Zoo is offered an opportunity to provide outreach at various library branches. The Rock-a-Bye Zoo Babies Program engaged young participants into learning more about different Zoo babies including the giant panda cubs, polar bear cub, white lion cubs, and the Indian rhinoceros calf. Participants learned more about how quickly these babies grow from playful youngsters into full adults, as well as the important care that mom and the Zoo provides in taking care of them. Over the summer months, the program was delivered at various venues including community centres, summer day camps, and public libraries as a component of their summer reading program. 2016-12-31 Page 4 of 7
Volunteers continue to showcase the Toronto Zoo at community events Volunteers take their knowledge and conservation messages on the road, travelling to various schools, clubs, seniors residences and a wide variety of events and picnics in the community. Events in 2016 included: Chinese New Year celebrations at the Chinese Cultural Centre, Green Living Show, Symcor Eco-Fair, Lakeshore Mardi Gras, as well as various City Councillor picnics. Polar Bear International Initiatives (Polar Bear Fest and Sea Ice Awareness Day) embraced by Volunteers February 2016 was Polar Bear month and various programming was offered to visitors and the community. As event marshals, several Volunteers supported the Move Your Paws walk/run event to raise monetary support for various polar bear conservation projects. On International Polar Bear Day, Volunteers embraced the important conservation messaging of the initiatives and provided visitor touch points including an interpretive table at the polar bears, interactive games, and collection of pledges to take action for polar bears. Volunteers also supported Sea Ice Awareness Day on July 15 by interacting with guests at the Tundra Trek table using new modules created to raise awareness of how melting sea ice impacts the sustainability of polar bear populations. Guests were encouraged to be more green in their shopping and food choices as a means to reduce their individual carbon footprint. Orangutan palm oil hot spot activity zone piloted and positively received Supporting the theme "Orangutans need rainforests, and so do we", an interactive activity zone was piloted and refined in 2016. The display helped visitors understand the importance of the rainforest to orangutans and raised awareness about the issue of sustainability surrounding palm oil. After a pilot in March and April, the hot spot was operated by Volunteers throughout the busy summer months, resulting in the messaging contacting 5,538 visitors. Guest feedback was extremely positive for this initiative, reflecting well on the Zoo and indicating a desire amongst the public to take action for conservation. Extended corporate/community volunteer activities at the Toronto Zoo Outside of the activities of the Volunteer Services unit the Toronto Zoo also engages corporate and community groups/individuals in various volunteering opportunities under the larger co-ordination of the Conservation, Education & Wildlife Division. These activities include tree plantings and harvesting browse cuttings to support the health and nutrition of the animals. Overall, 560 people participated in these activities donating 2,150 hours of their time, representing a value of $59,211 to the Zoo. Performance Measurements: Table 1: The chart below shows the trend of various volunteer activities from 2012 to 2016. 2016-12-31 Page 5 of 7
Toronto Zoo Volunteer Led Programs / Activities 2012 2013 2014 2015 2016 % change vs. 2015 On-Site Number of people in groups toured Number of groups toured 16,184 15,352 13,533 10,492 13,350 27.2% 608 557 589 489 555 13.5% Off-Site Volunteer Led Outreach 37 32 60 40 37 (7.5%) a) Schools/Group Presentations b) Event Interpretive tables c) Number of people contacted 21 11 11 22 23 4.8% 16 21 49 18 14 (22.2%) 16,971 19,560 14,896 11,085 6,141 (44.6%) Overall Total Number of Volunteer hours 27,399 33,388 31,937 30,963 33,025 6.7% Comments: Number of people in groups toured and number of groups toured: Bookings increased in 2016 compared to low bookings in 2015 resulting from the teachers labour disruption which persisted throughout that year. Number of people contacted through off-site activities: Again this year, the mix of outreach opportunities favoured smaller school / group presentations where the number of participants is lower compared to the larger community / summer festivals. It should also be noted that the additional grant funded outreach programs are delivered annually by staff of the Conservation, Education & Wildlife Division. In 2016, the Adopta-Pond program reached 26,930 individuals across the province. The Great Lakes Program returned to the Chatham-Sarnia region in 2016 and also added a new satellite biologist for the Kitchener-London area. Altogether that program reached 15,000 students. Table 2: The table below provides a summary of the extended corporate/community volunteer activities in 2016. 2016-12-31 Page 6 of 7
Other Extended Volunteer Activities Corporate Involvement Number of Participants Total number of hours Price Waterhouse Cooper Browse collection SAP Software & Solutions Browse collection 150 750 150 750 Symcor - Tree planting 130 325 Symcor Meadow planting 130 325 TOTAL 560 2150 Contact: Heather House Education Manager hhouse@torontozoo.ca (416) 392-5937 Jennifer Tracey Senior Director of Marketing, Communications & Partnerships 2016-12-31 Page 7 of 7