9/11 Memorial Volunteer Program Receives Service Enterprise Certification

A volunteer wearing a distinctive blue vest listens to two visitors, a man and a woman.
Photo by Jin S. Lee

This month, 9/11 Memorial & Museum was officially recognized as a Service Enterprise Organization by Points of Light, the world’s largest organization dedicated to volunteer service, and is the first museum in New York City to achieve this status.

The Museum’s volunteer program began the national certification process in spring 2019, which involved submitted more than 200 documents attesting to the success of the volunteer program and demonstrating best practices in volunteer engagement.

“The Service Enterprise program has not only allowed us to demonstrate the huge value that volunteers provide to our mission, but also improved the volunteer experience,” said Lindsay Watts, director of the 9/11 Memorial & Museum’s volunteer program, who led the certification process. 

A Visitor Services and Docent volunteer, Karen Lazar, spoke with the Service Enterprise assessors about her volunteer experience as part of the certification process. “Although I had a 33-year career as an educator, I often feel that volunteering at the 9/11 Memorial & Museum is the most important and meaningful work I have ever done.”

More than 300 volunteers regularly give their time and talents to support the mission of the 9/11 Memorial & Museum. The volunteer program is responsible for recruiting and onboarding volunteers, enabling a positive volunteer experience, and supporting staff who directly manage volunteers. 

Service Enterprises are among the top 11 percent of nonprofits in the country in volunteer management. Based on rigorous research, the Service Enterprise program utilizes a proven process that starts with a diagnostic, which informs areas of improvements. Training and support to deliver improvements was provided by NYC Service, the New York City Mayor’s office division focused on volunteering. The improvements to the program provided more learning opportunities to volunteers, more and varied volunteer positions on offer, and improved volunteer retention.

For more information on joining our volunteer program, please see 911memorial.org/volunteer.

By 9/11 Memorial Staff

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