Keeping the (metaphorical) boat afloat
To begin our celebration of Volunteer Appreciation Month, Chad Rabago introduces us to the Floater volunteer program (and no, it doesn’t require life-guarding skills.) The program requires volunteers to go through training at multiple museums, change assignments at a moment’s notice, and expect the unexpected.
Across 11 Smithsonian museums, more than 500 Visitor Information Specialists volunteer their time to work at visitor information desks. They offer a warm welcome, helpful information, and engaging conversation to museum-goers from all over the world. But as with any role, what happens when a volunteer calls out sick or goes on vacation? Someone is still needed at the desk.
That’s where the Floater program comes in. Floaters are a dedicated group of 30 VIS volunteers who serve at the information desk where help is needed most. Floaters have been trained at multiple museums; therefore, at each shift, they’re assigned to a different desk. They may work one shift at the Postal Museum and the next at the American Indian Museum.
As visitors approach the National Postal Museum information desk, they are greeted with breathtaking historic architecture. Photo by Alexis Miller
Over the past fiscal year, Floaters have contributed nearly 3,000 hours of service, covering critical vacancies and providing information desk support. For fellow volunteers and coordinators, it comes as relief and reassurance to know that an information desk will not be left empty. “Floating gives me the good feeling that I’m covering, so the regular volunteer has some time off, fret-free”* said Susan Raleigh, who has served as a Floater since 2010.
*[Ed.note: “Fret-free” is now a welcome addition to our vocabulary.]
Floaters require the flexibility and energy to adapt to different museum environments, sometimes being asked to switch their scheduled museum only hours before, or even during, their shift. Many Floaters are drawn to the variety of experiences the program provides, like Nancy Jemiola, a volunteer for 30 years. “I get to choose which museums I volunteer at which allows me the flexibility of different museums and different times.”
Kathy Finigan, a 10-year Floater, “find[s] it fun and challenging to be in a different museum each week. I like to go early, before my shift, to see what’s new and to refresh my memory of where things are located since each museum is different.”
Don Noveau, who joined the program last year, agrees, “I have always enjoyed the ability to pick where I work depending on my mood. The different museums have different personalities. I tend to vacillate between wanting the sophistication of American Art/National Portrait Gallery or the chaos at the American History Museum. Sometimes I enjoy the tranquility at Asian Art.”
The view from the Hirshhorn visitor information desk, through the eyes of a volunteer. (Hi, Pepper!) Photo courtesy of Kathy Finigan.
Floaters train and become familiar with each museum in a condensed time frame, having to retain a significant amount of information about each site’s specific procedures, collections, resources, wayfinding, and frequently asked questions. For Raleigh, “The floater experience… enriches me because I’ve learned so much about other museums. When I cover a shift at the Castle, my experience at several of the museums helps me provide good insights into which museums might best interest each visitor.”
Because of the varied nature of the program, volunteers interact with many different people, including visitors, volunteers, and staff. “The thing I like the most is the variety. While it is obvious that the exhibits will be different, what I enjoy… is the different visitors they attract,” said Erin Rogers, who has been a Floater for over 20 years. Finigan adds, “I meet a lot of other information desk volunteers and enjoy getting to know them. The family-oriented museums like Natural History and American History have a pulse of excitement and enthusiasm from the children that is great fun. The art museums have a bit different vibe, with visitors often asking about specific artworks or artists.” Raleigh concurs, “My floater experience has resulted in a number of good friends, and the Volunteer Coordinators are very approachable and provide valuable insights into the events and exhibits.”
The lobby of the National Museum of the American Indian, as seen when visitors leave the information desk, equipped with a visit plan and additional knowledge, thanks to volunteers. Photo by Alexis Miller
While the Floater program has only formalized within the past few years, volunteers have been serving in this capacity for decades. John Szabo, a Floater since the 1960s, said “I visited a different Smithsonian museum almost every week and made a commitment to see every new exhibit, and I would inform my fellow students and friends of this wonder. Today, being an actual Floater is a continuation of extending that joy and excitement to visitors.” Cindy Mache, a former Smithsonian volunteer who is rejoining the incoming Floater class, spoke of her experience before there was a formal program. “Since I was flexible about hours, I was frequently called to substitute for someone at another museum. It allowed me to stay on top of what was going on in each of the museums and I was able to meet people from all over the country and the world. I also learned a critical skill – how to find the restrooms in each museum!”
Whether they’ve been here for a couple years, several decades, or are part of a new class, Floaters continue to play a vital role in the Smithsonian’s daily operations in providing an engaging experience for visitors. For more information on the Floater and Visitor Information Specialist Programs, please visit our webpage.
Chad Rabago is the Central Information Assistant with the Office of Visitor Services (OVS). A former Smithsonian volunteer himself, he serves as the lead contact for Visitor Information Specialists (including Floaters!), as well as, museum volunteer coordinators about the program.
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Posted: 7 April 2020
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