experienced bike mechanics as volunteers - issues - TheThinkTank

experienced bike mechanics as volunteers - issues

Urban Bike Project Wilmington, DE

11 Sep 2009 11 Sep '09

10:46 a.m.

Hi All,

Since we opened shop I've observed that our best volunteers are those that hardly know anything about the mechanical side of bikes but have enthusiasm and a desire to learn. They end up being the most patient with customers and eventually the best teachers/passers on of bike knowledge. On the flip side are experienced bike mechanics. Most, but not all, are pushy, completely disregard our "hands off the tools philosophy" and don't understand when we ask them to "please attend volunteer orientation" if you would like to volunteer as a mechanic here ("but i'm already a mechanic!").

Recently a bike mechanic of thirty years came in because he heard about us and wanted to observe what went on. To make a long story short, he did everything BUT observe and I had to ask/tell/almost yell at him several times to let people in the shop "do it themselves". The last time I told him to "let him do it himself" he responded with "but i have so much knowledge to share!", to which I replied "here we let people get that knowledge themselves and don't watch over them constantly or take tools out of their hands", which he didn't seem to understand ("what if they make a mistake and something breaks?!"). To lighten the mood (they'll probably laugh, or cry...), bring a hammer out and explain that this is your "rim straightener" or "frame alignment tool".

My questions to the other collectives out there:

1.) Do you have a similar issue? or is it just us, haha 2.) How have you gotten experienced mechanics (like the above example) to "buy-in" to your system if at first they resisted?

Brian

Urban Bike Project of Wilmington -a 501(c)3 non-profit bike shop- 1908 N. Market Street (entrance is in the parking lot behind the building) Wilmington, DE 19802

Hours: Thursday 6:30-9:00 Saturday 1:00-4:00

Visit us online at http://urbanbikeproject.org

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R Points

11 Sep 11 Sep

11:28 a.m.

Hey Brian, Yeah we have similar issues at Community Cycles. We have a dozen or so core volunteers who show up each week for a three hour shift, we call the facilitators. Most of these folks have worked in bike shops or are advanced shade tree mechanics. By and large most of our facilitators are limited when it comes to people skills. In addition, even though these facilitators show up on a regular basis it's been almost impossible to schedule them for a shift. And a lot of times facilitators show up and don't even work on bikes they just hang out.
We do have a monthly facilitator meeting which has been sparsely attended at best.

Currently we don't have a mechanism for interested volunteers to become facilitators or high level volunteers. The result is our facilitator pool has become old, stagnant and untrained. To address this we've been working on developing a facilitator training process.

The training process, still in it's first draft, is broken into four training sessions. The trainings are focused on admin/greeter, daily shop ops, mechanics and community outreach. Once you've gone through the training you'll be qualified to schedule a three/four hour facilitator shift each week at the shop or work on a special project/event.

As you mentioned a lot of enthusiastic volunteers are not particularly mechanically inclined. One perk we've talked about is if a new facilitator commits to 6 months of shifts they can take our Bike Mechanics 101 class for free http://communitycycles.org/programs/classes.html

We'll be launching this new training program at our next facilitator meeting at the end of this month. Wish us luck.

Ride On! Rich

*CC Facili(Tator) Training Manual* To become a facilitator or high level volunteer at Community Cycles,
you need to go through a series of simple trainings. Once you've gone through them, you're qualified to represent Community Cycles at events outside of the shop. Facilitators gain privilege to order from our wholesalers at 10% over cost.

*Criteria*

To be a facilitator you must have completed the training and commit to one shift per week for a minimum of a three month period. If you are unable to make your shift it is your responsibility to have it covered by another facilitator. If you cannot cover your shift please let staff know asap that you will not be able to attend.
Attend a mandatory monthly facilitator meeting at the shop. Usually the third Tuesday of each month.

Trainings* You'll need to schedule to complete four trainings during open shop hours. Each training session is 3 - 4 hours. You must complete the trainings within two months of your start date.

- Greeter*
The greeter is one of the most important roles in the shop. Functioning as greeter is a quick way for you to get oriented to Community Cycles and what we do. We've put together an awesome Greeter manual that will help you answer the most common questions we hear in the shop each day.
- Kids Bikes and New Donation processing*
  - Strip bikes for parts as needed
  - Check - Frame and wheels for cracks, dings and bends
  - Fix Tubes - patch tubes and replace as needed
  - Replace - Rotten tires, seats, grips, frayed cables and rotten cable housing
  - Remove - light and lock hardware, seized rusty chains...
  - Clean - Drive train, wheels and hubs, frame, handle bars...
  - Install - Missing reflectors, valve caps
  - Flatten Bikes
  - Sort parts
- Shadow Facilitator*
Shadow a certified tater for a shift helping EABers in progress, tune ups or sale bikes. Shadow taters will do one tater chore; i.e. clean bathroom, take out trash, sweep... After this shift you will be "qualified" to help EABers and work on in shop tune ups.

Grab Bag - Would be taters can choose from any of these activities.*

Repeat any of the first three trainings
Greeter Trainer
Finisher/Sales
Community tabling event
Street team
UCAR
CHaRM
Farmers Market
North Storage staff assistant
Tune Ups
RBC
Special event

*Super Facilitator* Volunteers who demonstrate mastery of bike mechanics and/or volunteer beyond one shift per week. Super facilitators gain access to the key code on a case by case basis.

* Complete the six week bike mechanics course or other bicycle
  mechanics training course.
* Demonstrate bicycle mechanic mastery
* Complete a bike safety instruction course
* Demonstrate bicycle safety and be capable of teaching a short bike
  safety seminar
* Volunteer for 2 or more shifts per week
* Be active on a sub committee of the CC board of directors
* Work on a special event or campaign.

Urban Bike Project Wilmington, DE wrote:

...

Hi All,

Since we opened shop I've observed that our best volunteers are those that hardly know anything about the mechanical side of bikes but have enthusiasm and a desire to learn. They end up being the most patient with customers and eventually the best teachers/passers on of bike knowledge. On the flip side are experienced bike mechanics. Most, but not all, are pushy, completely disregard our "hands off the tools philosophy" and don't understand when we ask them to "please attend volunteer orientation" if you would like to volunteer as a mechanic here ("but i'm already a mechanic!").

Recently a bike mechanic of thirty years came in because he heard about us and wanted to observe what went on. To make a long story short, he did everything BUT observe and I had to ask/tell/almost yell at him several times to let people in the shop "do it themselves".
The last time I told him to "let him do it himself" he responded with "but i have so much knowledge to share!", to which I replied "here we let people get that knowledge themselves and don't watch over them constantly or take tools out of their hands", which he didn't seem to understand ("what if they make a mistake and something breaks?!"). To lighten the mood (they'll probably laugh, or cry...), bring a hammer out and explain that this is your "rim straightener" or "frame alignment tool".

My questions to the other collectives out there:

1.) Do you have a similar issue? or is it just us, haha 2.) How have you gotten experienced mechanics (like the above example) to "buy-in" to your system if at first they resisted?

Brian

Urban Bike Project of Wilmington -a 501(c)3 non-profit bike shop- 1908 N. Market Street (entrance is in the parking lot behind the building) Wilmington, DE 19802

Hours: Thursday 6:30-9:00 Saturday 1:00-4:00

Visit us online at http://urbanbikeproject.org

Thethinktank mailing list Thethinktank@bikecollectives.org To unsubscribe, send a blank email to TheThinkTank-leave@bikecollectives.org To manage your subscription, plase visit: http://lists.bikecollectives.org/listinfo.cgi/thethinktank-bikecollectives.o...

Urban Bike Project Wilmington, DE

2:17 p.m.

Cool Rich thanks....here is our volunteer structure:

*Types of Volunteers and Volunteer Structure at UBP* updated 8/3/09

*Drop-In or Unscheduled Volunteers* -Limited to sorting parts, patching tubes, organizational tasks. -May be turned away if the shop is too crowded.

*Scheduled Volunteers *-Sign up in advance for full shifts in one of the following roles: -*Greeter* signs people into the shop, answers basic customer questions, answers phone -*Parts/Back Room* assists mechanics and customers with finding parts in the back room, organizes and keeps the back room neat. -*Sales* assists customers who are looking to purchase a bicycle. -*Mechanic*(s) assist adult customers who are repairing bicycles. -*Youth Mechanic*(s) assist youth who are repairing bicycles. -*Head Mechanic* overseas all activities in the shop and assists Mechanics with difficult repairs.

*Core Volunteers* -Scheduled volunteers who complete 3-4 full shifts per month and 2 tasks from the Core Volunteer Task Sheet. -May keep a project bicycle in the shop longer than the standard 2-week period. -May attend Core Volunteers only shop time and Core Volunteer meetings. -Receive discount when ordering parts from J&B Importers catalog

And this is our experimental Volunteer "Ladder" for moving people up the chain as it were. The idea being, unskilled volunteers can work up as slowly or quickly as they want (most greeters end up quickly learning tube patching during shop time and also basic wheel truing since the truing station is directly behind the greeter). Same for "skilled but new to the shop" volunteers. If they really want to work as a mechanic they can see right in front of them what needs to be done first.

*Skills Checklist* (head mechanic/volunteer coordinator to sign off on each requirement)

*Requirements for Greeter:* -Attended Volunteer Orientation? Date:______

*Additional Requirements for Parts Sorting/Salesperson:*

-Basic identification of parts -Pedal removal/installation, Stem/Seat adjustment, Tire Pumping -Basic Bicycle Sizing Knowledge

*Additional Requirements for Youth Tire Pumper/Patcher:* -Wheel Removal/Installation (coaster, freewheel, derailer) -Tire Removal/Installation, Tube Patching -"How to work with youth" Basic Training? Date:______ -3 *full* shifts at other position (date and position): 1)________ 2)________ 3)_______

*Additional Requirements for Mechanic:* -Attend/Pass Advanced Mechanics Class or Test? Date:_____

*Additional Requirements for Youth Mechanic:* -3 *full* shifts as Mechanic (date): 1)________ 2)________ 3)_______ -1 *full* shift as Youth Tire Pumper/Patcher: Date:_____

Additional Requirements for Head Mechanic:* -3 *full* shifts as Youth Mechanic (date): 1)________ 2)________ 3)_______ -1 *full* shift shadowing Head Mechanic (date): Date:______ -Approval from Collective of Core-Volunteers: Date:______

It's just been hard to convince people with tons of experience that they*really do

need to (and are required to) be greeter or parts sorter for at least 3

shifts before they can even think about working with customers.

Please share thoughts and ideas!

Brian

Urban Bike Project of Wilmington -a 501(c)3 non-profit bike shop- 1908 N. Market Street (entrance is in the parking lot behind the building) Wilmington, DE 19802

Hours: Thursday 6:30-9:00 Saturday 1:00-4:00

Visit us online at http://urbanbikeproject.org

On Fri, Sep 11, 2009 at 11:28 AM, R Points poster@richpoints.com wrote:

...

Hey Brian, Yeah we have similar issues at Community Cycles. We have a dozen or so core volunteers who show up each week for a three hour shift, we call the facilitators. Most of these folks have worked in bike shops or are advanced shade tree mechanics. By and large most of our facilitators are limited when it comes to people skills. In addition, even though these facilitators show up on a regular basis it's been almost impossible to schedule them for a shift. And a lot of times facilitators show up and don't even work on bikes they just hang out. We do have a monthly facilitator meeting which has been sparsely attended at best.

Currently we don't have a mechanism for interested volunteers to become facilitators or high level volunteers. The result is our facilitator pool has become old, stagnant and untrained. To address this we've been working on developing a facilitator training process.

The training process, still in it's first draft, is broken into four training sessions. The trainings are focused on admin/greeter, daily shop ops, mechanics and community outreach. Once you've gone through the training you'll be qualified to schedule a three/four hour facilitator shift each week at the shop or work on a special project/event.

As you mentioned a lot of enthusiastic volunteers are not particularly mechanically inclined. One perk we've talked about is if a new facilitator commits to 6 months of shifts they can take our Bike Mechanics 101 class for free http://communitycycles.org/programs/classes.html

We'll be launching this new training program at our next facilitator meeting at the end of this month. Wish us luck.

Ride On! Rich

*CC Facili(Tator) Training Manual* To become a facilitator or high level volunteer at Community Cycles, you need to go through a series of simple trainings. Once you've gone through them, you're qualified to represent Community Cycles at events outside of the shop. Facilitators gain privilege to order from our wholesalers at 10% over cost.

*Criteria*

To be a facilitator you must have completed the training and commit

to one shift per week for a minimum of a three month period. If you are unable to make your shift it is your responsibility to have it covered by another facilitator. If you cannot cover your shift please let staff know asap that you will not be able to attend. 2. Attend a mandatory monthly facilitator meeting at the shop. Usually the third Tuesday of each month.

Trainings* You'll need to schedule to complete four trainings during open shop hours. Each training session is 3 - 4 hours. You must complete the trainings within two months of your start date.

Greeter*

The greeter is one of the most important roles in the shop. Functioning as greeter is a quick way for you to get oriented to Community Cycles and what we do. We've put together an awesome Greeter manual that will help you answer the most common questions we hear in the shop each day.
2. * Kids Bikes and New Donation processing*
- Strip bikes for parts as needed
   - Check - Frame and wheels for cracks, dings and bends
  - Fix Tubes - patch tubes and replace as needed
   - Replace - Rotten tires, seats, grips, frayed cables and rotten
  cable housing
  - Remove - light and lock hardware, seized rusty chains...
  - Clean - Drive train, wheels and hubs, frame, handle bars...
  - Install - Missing reflectors, valve caps
  - Flatten Bikes
  - Sort parts

3. * Shadow Facilitator*
Shadow a certified tater for a shift helping EABers in progress, tune ups or sale bikes. Shadow taters will do one tater chore; i.e. clean bathroom, take out trash, sweep... After this shift you will be "qualified" to help EABers and work on in shop tune ups.
4. * Grab Bag - Would be taters can choose from any of these
activities.*
        Repeat any of the first three trainings
        Greeter Trainer
        Finisher/Sales
        Community tabling event
        Street team
        UCAR
        CHaRM
        Farmers Market
        North Storage staff assistant
        Tune Ups
        RBC
        Special event
*Super Facilitator* Volunteers who demonstrate mastery of bike mechanics and/or volunteer beyond one shift per week. Super facilitators gain access to the key code on a case by case basis.

Complete the six week bike mechanics course or other bicycle

mechanics training course.

Demonstrate bicycle mechanic mastery

Complete a bike safety instruction course

Demonstrate bicycle safety and be capable of teaching a short bike

safety seminar

Volunteer for 2 or more shifts per week

Be active on a sub committee of the CC board of directors

Work on a special event or campaign.

Urban Bike Project Wilmington, DE wrote:

Hi All,

Since we opened shop I've observed that our best volunteers are those that hardly know anything about the mechanical side of bikes but have enthusiasm and a desire to learn. They end up being the most patient with customers and eventually the best teachers/passers on of bike knowledge. On the flip side are experienced bike mechanics. Most, but not all, are pushy, completely disregard our "hands off the tools philosophy" and don't understand when we ask them to "please attend volunteer orientation" if you would like to volunteer as a mechanic here ("but i'm already a mechanic!").

Recently a bike mechanic of thirty years came in because he heard about us and wanted to observe what went on. To make a long story short, he did everything BUT observe and I had to ask/tell/almost yell at him several times to let people in the shop "do it themselves". The last time I told him to "let him do it himself" he responded with "but i have so much knowledge to share!", to which I replied "here we let people get that knowledge themselves and don't watch over them constantly or take tools out of their hands", which he didn't seem to understand ("what if they make a mistake and something breaks?!"). To lighten the mood (they'll probably laugh, or cry...), bring a hammer out and explain that this is your "rim straightener" or "frame alignment tool".

My questions to the other collectives out there:

1.) Do you have a similar issue? or is it just us, haha 2.) How have you gotten experienced mechanics (like the above example) to "buy-in" to your system if at first they resisted?

Brian

Urban Bike Project of Wilmington -a 501(c)3 non-profit bike shop- 1908 N. Market Street (entrance is in the parking lot behind the building) Wilmington, DE 19802

Hours: Thursday 6:30-9:00 Saturday 1:00-4:00

Visit us online at http://urbanbikeproject.org

Thethinktank mailing listThethinktank@bikecollectives.org To unsubscribe, send a blank email to TheThinkTank-leave@bikecollectives.org To manage your subscription, plase visit:http://lists.bikecollectives.org/listinfo.cgi/thethinktank-bikecollectives.o...

Thethinktank mailing list Thethinktank@bikecollectives.org To unsubscribe, send a blank email to TheThinkTank-leave@bikecollectives.org To manage your subscription, plase visit:

http://lists.bikecollectives.org/listinfo.cgi/thethinktank-bikecollectives.o...

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R Points
Urban Bike Project Wilmington, DE