Exploring ways volunteer managers can use value-based leadership

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Abstract

A volunteer's experience is influenced in critical ways by his or her relationship with the volunteer manager. Volunteer retention and quality of service to clients are enhanced when the volunteer manager treats volunteers as valued assets. Volunteer management based on value-based principles increases the likelihood of longevity of service, even when things become difficult or challenging. This effective practice, outlining simple ways to recognize the value of volunteers, is excerpted from materials written by the Shanti National Training Institute and distributed by the National Service Leadership Institute at the National Senior Service Corps Conference in Salt Lake City, Utah, June 2002.

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Issue

Finding simple ways to implement value-based management that treats volunteers as assets to the organization or agency in which they are serving.

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Action

A volunteer's experience is influenced in critical ways by his or her relationship with the volunteer manager. Volunteer retention and quality of service to clients are enhanced when the volunteer manager treats volunteers as valued assets.

Volunteer managers can consider these ideas, based on a model of value-based management developed by the Shanti National Training Institute:

Day-to-day Relationships. There are many simple, yet effective ways a volunteer manager can recognize the value of volunteers during each day.

  • Return phone calls promptly
  • Greet volunteers by name
  • Have work ready when volunteers come in
  • Listen to volunteers' challenges and successes with clients

Program structure. Volunteer managers can consider ways to include volunteers within the program structure so their views are heard and their work with clients is more effective.

  • Consider input from volunteers regarding decisions which affect them
  • Provide representation for volunteers on the Board of Directors
  • Prepare volunteers for their work with clients with sufficient screening and training
  • Provide ongoing support to assist volunteers in providing services

Support and Supervision. A critical role of volunteer managers is support and guidance, which can be enhanced by considering the following questions.

  • What is the nature of volunteers' work with clients?
  • What kinds of support do volunteers want and with what frequency? (These might include written reports, e-mail or telephone check-in or one-on-one meetings.)
  • What staff time and skills are available for providing support?
  • What funding is available?
  • What grant or contract requirements are there regarding support and supervision?
  • How will volunteers benefit from participating in the support and supervision process?

Motivation. Volunteer managers can remember that volunteers have various motivations. Reinforcing these motivations during difficult times can help retention.

Desire to serve others. This includes the desire to help others, to make a difference, to give back, and to do something meaningful.

Desire for connection. This includes the desire for belonging, for being part of an organization or a cause, and for making new friends or "getting out of the house."

Desire to learn and grow in volunteers' professional and/or personal lives. This includes the desire for experience to put on a resume, to learn new skills, and to grow emotionally or spiritually.

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Context

The Shanti National Training Institute (SNTI) is a non-profit organization providing training and technical assistance services to volunteer programs in public and private agencies nationwide, using a value-based model of volunteer management. With the goal of enhancing the capacity of organizations to utilize volunteers effectively, SNTI services include program assessment, customized curriculum design and training presentation, program development, general consultation, materials preparation, and conference preparation. Since 1999, SNTI has provided in-depth training in volunteer management to representatives from more than 600 organizations representing a wide variety of volunteer programs in rural, urban, and suburban settings, including staff of two dozen Foster Grandparent, Senior Companion, and Retired and Senior Volunteer Program (RSVP) programs.

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Outcome

According to the Shanti National Training Institute, volunteer training based on value-based principles, which includes developing and maintaining quality relationships with volunteer managers and among volunteers has many benefits. It:

  • Creates a community of volunteers who offer each other ongoing peer support and guidance throughout their volunteer careers
  • Addresses the emotional and spiritual lives of volunteers
  • Imparts useful life skills
  • Increases the likelihood of longevity of service, even when things become difficult or challenging

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Posted On

August 7, 2002

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For More Information

Shanti National Training Institute
730 Polk Street
San Francisco, CA 94109
Phone: (415) 674-4700
Fax: (415) 674-0373

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Resources

Covey, Stephen R. (1992). Principle-Centered Leadership. Simon and Schuster.

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