Ambassador Program Management Guide

1. Program Introduction & Benefits

This 12-month Ambassador Program is designed to transform passionate community members into high-impact advocates. It is built on a structured framework blending performance-focused community advocacy with behavior change and skills development. The program leverages the 70-20-10 learning model, OKR/KPI-driven performance tracking, and the ADKAR change model to create a clear, supportive, and rewarding journey for volunteers.

Strategic Benefits for Community Members:

• Skill Development & Portfolio Building: Gain and practice tangible skills in project management, public communication, event facilitation, and leadership, creating a demonstrable portfolio of work.
• Meaningful Recognition & Career Capital: Achieve public recognition through a tiered rewards system, earn certificates, and build a network that provides valuable career signals and references.
• Structured Support & Community: Receive clear guidance through playbooks and templates, coupled with a supportive peer cohort and coaching check-ins to ensure success and belonging.
• Amplified Impact & Ownership: Move from a participant to a leader within the community, with the tools and authority to design and execute initiatives that create measurable, positive change.
• Personal Growth Pathway: Experience a clear progression from onboarding to leadership, with opportunities for mentoring, resource creation, and public presentation, fostering significant personal and professional development.

2. Program Expansion Strategy

Analysis: The primary goal is to measure performance and reward top performers within an advocacy-focused program. While not a pure Coaching or Mentorship program, a supplemental Peer Mentoring & Coaching layer is highly recommended to significantly improve outcomes.

Value Addition: A structured peer-support system directly addresses key audience challenges (limited time, skill gaps, fading motivation) and reinforces the ADKAR and GROW models embedded in the program design. It provides a scalable way to offer personalized guidance, foster accountability, and build a stronger internal community among ambassadors, which is critical for long-term retention and performance consistency.

Implementation Note: Integrate a "Buddy System" and "Peer Coaching Circles" starting in Quarter 2. Newer ambassadors are paired with a top performer from a previous cohort for informal guidance. Additionally, facilitate monthly small-group coaching circles where ambassadors use the GROW model framework to discuss challenges and brainstorm solutions with peers, guided by a simple playbook.

3. Implementation Roadmap

Launch Phase (Months 0-1)

1. Define & Document: Finalize program handbook, ambassador agreement, code of conduct, and the tiered rewards structure (Bronze, Silver, Gold).
2. Tooling Setup: Configure the selected LMS and Internal Social Network (see Section 4) with dedicated program spaces, onboarding courses, and reporting forms.
3. Ambassador Recruitment & Selection: Launch application process with clear expectations. Select inaugural cohort based on passion, community standing, and alignment with values.
4. Kick-off & Onboarding: Host a virtual launch event. Deliver onboarding training (Pillar 1) and facilitate personal OKR/KPI setting for the first quarter.
5. Baseline Assessment: Administer a skills and self-efficacy survey to establish a performance baseline for each ambassador.

Tracking & Operations (Months 2-11)

• Weekly: Ambassadors engage in experiential tasks (70%), peer interactions on the social platform (20%), and consume micro-learning content (10%).
• Monthly: Ambassadors submit a simple metrics form (activity counts, engagement data). Program managers host one "Office Hours" Q&A session.
• Quarterly:
  • Review: Conduct one-on-one check-ins using the GROW coaching model to review OKRs/KPIs.
  • Recognize: Announce tier promotions and reward top performers based on clear KPI thresholds.
  • Plan: Ambassadors update OKRs for the next quarter and share learnings in a peer showcase session.
• Ongoing: Curate and share success stories, ambassador-generated content, and best practices via the internal social network.

Success Measurement

• Quantitative KPIs (Per Ambassador):
  • Activity: # of events hosted, campaigns run, content pieces published.
  • Engagement: Event attendance, online interactions generated (comments/shares).
  • Growth: Net new community members attracted/activated.
  • Consistency: % of planned activities executed, on-time reporting.
• Program-Level KPIs:
  • Ambassador activation rate (>80% complete first campaign) and retention rate (>70% active at 12 months).
  • Aggregate community growth and engagement metrics attributed to the program.
  • Distribution of ambassadors across performance tiers.
• Qualitative Feedback:
  • Bi-annual surveys measuring ambassador skill growth, sense of support, and motivation.
  • Community satisfaction surveys for ambassador-led activities.
  • Capstone project evaluations and leadership contribution assessments.

4. Approved Tools List

• LMS (Learning Management System): Primary Tool. This is non-negotiable for delivering the structured 10% of formal learning (micro-courses, playbooks, video guides) in a scalable, trackable way. It supports the progressive curriculum across the four pillars.
• Internal Social Network: Primary Tool. Critical for enabling the 20% social learning component. It hosts peer discussions, cohort updates, feedback circles, and serves as the platform for public recognition, leaderboards, and sharing wins—key for reinforcement and community building.
• Onboarding Platform: Secondary/Integrated Tool. Highly recommended to streamline the initial Month 0-1 onboarding experience. Can be used to deliver the welcome sequence, collect signed agreements, and ensure all ambassadors start with the same core knowledge, though this can also be managed within the LMS.

Justification: Mentorship, Coaching, and ERG Software are not selected as the primary goal is performance measurement and advocacy, not structured 1:1 relationships. A Personality Test could be optional for self-awareness but is not core to the performance framework. The LMS and Internal Social Network directly and effectively enable the 70-20-10 model and operational workflow.

5. Resource & Content Library

General Program Content

• Program Handbook: "The Ambassador's Compass" containing goals, expectations, code of conduct, and reward tiers.
• Playbook Series:
  • "How to Plan & Execute a Successful Community Event"
  • "Creating Engaging Content: A Template Guide"
  • "Running a Lean Campaign: From Idea to Metrics"
  • "The GROW Model for Peer Coaching: A Facilitator's Guide"
• Micro-Courses (Hosted on LMS):
  • "Brand Advocacy & Messaging 101"
  • "Storytelling for Impact"
  • "Project Management for Community Leaders"
  • "Giving & Receiving Constructive Feedback"
• Templates & Tools: Campaign brief, event run-sheet, post-event survey, monthly metrics dashboard (simple spreadsheet), OKR setting worksheet.

Supplemental Mentoring Content Table

To support the integrated Peer Mentoring & Coaching layer, the following resources should be provided to all ambassadors.

Content Topic	Format	Purpose
Active Listening for Leaders	Short Video / Article	Equips ambassadors to effectively support and understand their peers and community members.
Giving Effective Feedback	Interactive Guide / Worksheet	Provides frameworks for delivering constructive feedback that motivates and improves performance.
Mentoring vs. Coaching: A Quick Guide	Infographic / Cheat Sheet	Clarifies roles within the peer support system, setting appropriate expectations.
Facilitating a Peer Coaching Circle	Step-by-Step Playbook	Enables ambassadors to independently run effective small-group support sessions using the GROW model.
Building Trust in Volunteer Relationships	Article / Discussion Guide	Addresses the foundational element of successful peer mentoring without formal authority.