Managing volunteers

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Abstract

Volunteers who are transient or unreliable can hinder the efficiency and morale of nonprofit programs. A structured process of volunteer management can help programs select and retain quality volunteers. This practice suggests program officers have volunteers fill out applications and supply references, interview for specific positions, and sign an informal agreement that lists the volunteer's responsibilities and guidelines for behavior. Retention of volunteers is encouraged by offering them continued opportunities for training, and regularly recognizing their efforts. Excerpted from AmeriCorps*VISTA Source, Winter 1998.

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Issue

Many of us formally or informally play the role of volunteer manager. It can sometimes be a frustrating experience to be in charge of unpaid volunteers, who can be transient or unreliable. Especially in the lawsuit age, we need to be educated about the way we manage volunteers. Just because volunteers have kindly offered their time does not mean that you have to take them on board without monitoring their work or behavior. It helps to come up with a structured process of volunteer management that best suits your agency.

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Action

Here are some common before, during, and after tips when managing volunteers.

Before volunteers serve

  • Have volunteers fill out an application with their name, contact information, and references. It's always a good idea to check references, especially if a volunteer will be dealing with youth.
  • Have an interview with a volunteer where you ask a series of prepared questions. It is important to have an outline of a job/role description so the volunteer will have a clear sense of his or her responsibilities and guidelines.
  • If you feel that the volunteer is right for your program, draft an agreement that spells out the role, expectations, and process of monitoring the volunteer position. This does not have to be a cumbersome legal document — just a summary of your mutual understanding. If a problem arises with the volunteer, you can use this document as a way to terminate his or her involvement.

During their service

  • Make sure to introduce volunteers to staff members of your agency and to include them in events when appropriate. Make them feel like part of a team rather than "just volunteers."
  • Devise some kind of regular monitoring process of their work. This can be in a report form, monthly meetings, drop-in visits, or whatever best suits your needs. It is important to have regularly scheduled times of feedback.
  • Recognition! This is one of the best ways to make a volunteer feel appreciated. It can be done in a variety of ways. Here are some suggestions:
    • Give them stress relief kits (tea, candy, or stickers).
    • Recognize birthdays and special events.
    • Make signs, poems, or certificates.
    • Write about them in a newsletter or newspaper.
    • Celebrate them at a staff meeting or community event.
    • Bring them coffee.
    • Provide them with scholarships to trainings.
    • Have a "Volunteer of the Month."
  • There are all kinds of fun and creative ways to make volunteers feel appreciated and to let them know that they are doing a good job. This goes a long way in volunteer retention.

After they serve

  • When volunteers are going to leave or when their positions are ending, it is a good idea to have an exit interview. Talk to the volunteers about their experience. What worked? What could have been different? What should future volunteers know? You could also prepare a survey for them to fill out.
  • Keep good records of volunteers and the nature of their work. For volunteers who did a particularly good job, it is nice to write them a letter of support to use in their future job/volunteer position search.

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Context

On a volunteer listserv, Lori McClamroch (Manager of Corporate Communications, Child Guidance & Family Solutions of Akron, Ohio) said, "We set expectations up front, have volunteers sign a contract, offer ample training, ongoing support, and appropriate recognition. We also, on a regular basis, turn away people who 'just don't feel right.'" This may seem like a complicated and technical approach to place on someone who just wants to donate his or her time. But not only do these steps assist you legally, they also create a coherent structure that can lead to a long-term volunteer commitment. If your volunteer feels knowledgeable, trained, and appreciated, there is a greater chance he/she will stick around for the long haul.

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Citation

Venne, Becky. "Volunteer Management," AmeriCorps*VISTA Source. Issue 3, Winter, 1998.

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Posted On

November 27, 2000

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