Who Do You Need: Volunteer, Consultant or Staff?

Basic

By TechSoup

Will a consultant really meet your needs, or is it time to hire a system administrator? Could you use a volunteer to fix part or all of your problem? This article in collaboration with TechSoup provides practical advice to help you decide on options for supporting your ICT (Information and Communications Technology).

In many cases, nonprofits can best use a combination of all three resources for different needs. What is your overall technology support strategy, as you have worked it out in your technology plan? See the knowledgebase articles "An IT Strategy Framework", "An Introduction to Technology Planning", and Techsoup's Technology Planning section for help with the planning process.

Before you decide to search for a consultant, ask yourself the following questions:

What sources of support do you have already?

In a few cases, you may already have a warranty that covers your problem. For instance, if a monitor is flickering, try calling the hardware vendor to see if they will fix the problem for free. When you call a technical support number, be assertive about getting explanations you understand. If the support person is using a lot of jargon, you can ask them to explain very simply. Stop them if there is something you don't understand. In a worst-case scenario, you can try calling back again for a second explanation. If you have a technology volunteer you trust already working with your organisation, you might ask her/him to call the tech support number and translate the jargon for you.

Could you use a volunteer?

Technical volunteers can be a source of substantial help for nonprofits. Before you hire a consultant, it might be fruitful to consider if all or part of the project could be accomplished by a volunteer. Can you limit the scope of work to one or more definable, short-term projects? The knowledgebase article "Working with IT Volunteers" gives more information. See also Techsoup's volunteering section.

Another reason to bring in a volunteer is that you have no budget for a consultant. However, in many cases, nonprofits give up before they have explored their funding options. See the knowledgebase article "Writing a Winning Grant Proposal" and Techsoup's Funding section for fundraising resources.

Do you need to hire a systems administrator?

In a majority of nonprofits with more than ten or fifteen computers, hiring a system administrator is the most cost-effective long-term solution for regular maintenance needs. As you upgrade in order to access the Internet and share files and data efficiently, your systems will become more complex. As Mary Duffy, Senior Program Manager at CompuMentor says,

"The more complex your systems, the more you need to have someone on staff who understands."

Conversely, if you have a very old system with a mix of older hardware, it may be easier to maintain with a regular system administrator who gets to know it well than with a consultant who is used to working with current systems.

The size of your organisation will affect your decision as well. If you have more than fifteen computers, you should seriously consider hiring a part-time or full-time system administrator. The knowledgebase article "ICT administrator job description" and Techsoup article "What Does a System Administrator Do?" give an overview of the system administrator position. Techsoup's "Hiring a System Administrator" gives suggestions for finding someone to hire.

If you are considering bringing on a consultant for problems of a routine maintenance nature, think about how effective a consultant can be in reaching your goal. Is your budget big enough to include a full-time or part-time system administrator? Will getting what you need from a consultant be any cheaper in the long run? Again, in many cases, nonprofits give up on hiring a system administrator before they have fully explored funding options.

How well does the consultant perform? How well can they keep up with strange little problems? Would a consultant give you timely help? What kind of follow-up will be needed? Can you find a consultant whom you could hire on a monthly retainer basis in exchange for guaranteed hours of weekly work? Will s/he be available beyond the regular schedule if an emergency develops? If you think the project will require ongoing maintenance, it may be best to hire a system administrator.

Can a consultant meet your needs?

A consultant is the natural choice for many common projects, such as installing a network, creating a website or building a database. These require more specialised knowledge and resources than you would usually expect from a system administrator.

In many cases, a contract with a consultant can also be appropriate for ongoing maintenance needs - see the knowledgebase article "Working with an IT Support Company". For instance, if your agency has several sites that run on different systems, it may be easier to manage them with different consultants in the short term, than to find a system administrator who is skilled in all of those systems.

Some network consultants will contract with you to maintain the network for a monthly fee. They may include a certain number of visits per month, and charge extra for emergency calls. A disadvantage of using a consultant for ongoing maintenance can be that they will often ask you to fit your system to certain specifications so that it is easier to maintain. This makes it possible for them to do their job, but it can make it more difficult to customise your system. This might be fine for an agency with a learning centre that has the same software on every machine for students to use, but not for an agency where each staff member has a totally different setup.

A specialised consulting option for nonprofits is to take advantage of a circuit rider. A circuit rider is a nonprofit technical consultant who services many nonprofits on a rotating basis. For more information on Circuit Riding in the UK see www.lasa.org.uk/circuitriders/.

The bottom line is that consultants are not magic. If you don't make coherent decisions about your overall technological systems, a consultant will be a Band-Aid. A consultant will only meet a small portion of the needs you have. A consultant will not fix your database, provide training, upgrade your hardware and install a network at once. S/he will only be able to perform a small subset of those tasks.

If you haven't built the systems and structures to support healthy technology use at your organisation, no consultant will make your issues go away. In fact, hiring a consultant under those circumstances will only allow you to ignore your technology needs for another season or two, while using up funds that you might otherwise have used to begin solving your technology problems.

The solution is to develop a vision and an overall timeline of tasks through a technology planning process. Then, the consultant's work can be one aspect of your overall vision for technology support. See Techsoup's Technology Planning section for an overview of the planning process.