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Retention

Retention. Ceris Anderson - StreetGames. Retention. What is retention? Why is it important? Learning from the network Drop-out I s there one thing you particularly want to discuss or cover today?. What is retention?. What is retention?. Why is it important?.

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Retention

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  1. Retention Ceris Anderson - StreetGames

  2. Retention • What is retention? • Why is it important? • Learning from the network • Drop-out Is there one thing you particularly want to discuss or cover today?

  3. What is retention?

  4. What is retention?

  5. Why is it important?

  6. All Investors Require Retention

  7. Benefits of retention for you • Session & club survival • Saves your time, effort & money • Supports personal & skill development of young people • Leadership pathway • Crowd draws a crowd • Builds trust & ownership • Opportunities for growth • Credibility in your local community

  8. Sessional Retention

  9. Most Important Least Important

  10. What keeps people coming back? Because it is near my house Learn new sports skills Nothing else to do I feel valued here Make new friends Chance to volunteer Good coaches I get incentives I feel welcome Adults listen to me I get to do things I can’t do anywhere else I like the venue Learn things not related to sport Or Something else?

  11. Learning from the Network

  12. What keeps people coming back? Most Important Factors Least Important Factors I get to do things I can’t do anywhere else Because it’s near my house Learn things not related to sport Nothing else to do I like the venue • I feel welcome • Good coaches • I feel valued here • Adults listen to me • Learn new sports skills • Make new friends • Chance to volunteer Remember: Different factors will be important for different people To some extent…….all of the above are important

  13. Knowing your groups and your participants

  14. Know your participants Use your data to know your participants: • Newbies • Settling ins • Core • Dedicated

  15. Know your participants Use your data to tailor actions

  16. What keeps people coming back? • Feeling valued and welcomed My first week ever everyone’s asking my name and no-one was leaving me out and everyone includes you so it’s something to look forward to They treat you like friends They don’t stare at you on your first day like you’re some sort of alien It’s quite nice really because you feel more involved and like all the lads they let you join in so you don’t feel cut out and it’s just really good.

  17. What keeps people coming back? • Club ‘ethos’ and a sense of belonging Some people aren’t particularly brilliant at football and they don’t want to play football but it’s … being part of the club but doing something else. Still be a part of the club and still be a part of the process. I think you know when something’s right for you, I think you’re built around that certain thing and I think that’s all it is. If you’ve got support behind you I think it’s good and it helps you towards it and then you know whether it’s right for you or not.

  18. What keeps people coming back? • Variety within sessions and over time • Listening, and responding, to the voices of participants It’s keeping it new and keeping it fresh. It is the staff who help young people develop. I think it’s quite easy just to put the same thing on week in and week out because we think it works, but we have to remember to involve the young people to find out what they want. It’s just been really giving them the time and space to listen to them It’s not dance every week, they will have a go at some of the fitness sessions there, but it’s all led by the girls and what they want to do.

  19. What keeps people coming back? • The sports offer itself (the activity(ies), the session style, offer, venue, cost) The basketball I think because it’s quite a popular sport anyway….so they don’t have too many problems getting young people to attend that I think its slightly different because they’re the only cheer gym in London ….. They’re the only people that can support that kind of activity…..they’re able to support 21 year old guys where most of the people can’t provide physical support in doing tumbling for that age group…. It’s so lively and so fun It’s good to have a laugh

  20. A Doorstep Sport Coach/Leader

  21. A Doorstep Sport Coach/Leader

  22. Doorstep sport coach/leader One of the other things you need to have is the right person delivering the session, because they’re not just coaching, they need to be a lot of other things as well. They need to be like friendly with the young people. They need to be encouraging, they need to not only just deliver the session they need to be texting them, emailing them each week making sure they’re coming along and its hard sometimes when you’re paying somebody just to deliver one session a week.…. They have a laugh, you can really get on with them. They talk like we talk, they’re not like teachers, they don’t tell you what to do and stuff. They’re like kind and stuff They have a laugh, you can really get on with them. They talk like we talk, they’re not like teachers, they don’t tell you what to do and stuff. They’re like kind and stuff.

  23. What keeps people coming back? • Leadership , progression, Reward opportunities It makes us feel like to be proud of what we’ve done, then we’re rewarded for what we’ve done because we’ve come here and … StreetGames reward us it’s like a boost for us and I’m not saying we get too much things but it’s just like surprises I’m glad I’ve volunteered and I now teach so I’ve worked my way up and its built my confidence along the way and I’ve learnt new things along the way as well. It keeps you interested as well as you feel rewarded for what you do

  24. Give-aways & Offers • Have rewards for so many attendances • Research suggests week 4 is key • Loyalty cards & discount incentives Events • Plan regular events • Something to work towards (Race4Life) • Watching live events (Give ‘n’ Go) Fun • Recognise need for social opportunities in sessions • Young people-led social calendar Competition • Find competition at the right standard to pep-up a programme • Reward effort with certificates, medals & trophies

  25. Importance of Data

  26. Participant Data • Total participant numbers • Who is attending (profile) and who isn’t • What activities are they doing? • How often are they coming? • How long have they been coming? • Who has dropped out? Are there any patterns? • How do we know if there has been any progression?

  27. Sessional Factors Which sport/activity Day/Time Venue type/location Which coach External Factors Weather Holidays What’s on TV/new ‘pulls’ Data tells you what, but may not explain why……may need to explore further Data to keep an eye on………

  28. Doorstep Sport Club Data Participant Profile Retention Intel 68% have attended during the last 12 weeks 32% have not – likely drop outs 60% attended 4+ sessions during April 50% have attended 5+ sessions (within a 4 month period) 30% have attended 10+ sessions (over two consecutive 4 month period) Since Year 1 DSCs launched: September 2013 – to date: • 16,620 participants • 2,185 in London & South East Region • 13,353 aged 14-25 years (80%) • 28% females • 35% BME • 4% disabled

  29. Why do people drop-out?

  30. Drop-out • Personal reasons • Dispute between participants • ‘Growing out of the sessions’ • Weather/Season • Breaks in provision or continuity • Lack of family encouragement • Lack of positive encouragement from coaches What can be done? Are there any safety nets?

  31. Lifelong participation

  32. Lifelong participation starts NOW! • Plan to increase participants confidence to learn skills • The 5 Cs of coaching • Visit sports venues/leisure centres – teach how to use them • Develop youth leadership through volunteering and devolved decision making • Show where sport can be read about and watched • Connect to clubs and events • Explain value of life-long activity • Show how to do solo/informal sports

  33. Retention Top Tips • Participant feedback • Young people led sessions • High quality delivery • Contact (personal and social media) • Clear planning • Competitions and events • Sense of belonging • Setting personal goals • Clear pathways and signposting • Use of incentives/rewards - achievement • Communicate value of lifelong participation

  34. My Actions... • What are the key areas in my/our project to ensure coaches are helping to retain participants? • How will I communicate this to coaches and volunteers? • How will I ensure this is implemented in future sessions? • How will I know if these actions are making a difference?

  35. www.streetgames.org ceris.anderson@streetgames.org

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