What can we do to keep Volunteers committed to our organization? On the reverse side of this what makes people leave our organizations? It is no secret that there are many reasons why volunteer stay with an organization for the long term. There are three critical "Rs" to volunteer management: Retention, Rewards & Recognition.
This section of the manual will look at some of the reasons why volunteers leave an organization, different methods by which you can measure the satisfaction of your volunteers, and how your organization can best reward volunteers for the good work that they do.
What can we do to keep Volunteers committed to our organization? On the reverse side of this what makes people leave our organizations?
It is no secret that Recognition plays a large part in Volunteer retention. There are other factors that affect the way in which we keep our Volunteers happy and motivated. Many Volunteers leave organizations for reasons such as:
Perceived unfair management practices
- This can be real or imagined favouritism of one Volunteer over others.
- Usual complaints are the favoured Volunteer has more opportunity for training or shifts, has more convenient shifts, or gets more of the rewards/ recognition than others.
- To minimize this type of problem:
- Keep a record of who received training last.
- Set up training schedules.
- Include criteria such as the person who has the most hours Volunteering in the last month gets first choice.
- Post opportunities a few weeks before they are to occur so that everyone interested may apply.
Inefficient use of Volunteer contribution
- Absolutely no one likes to waste their time. Most Volunteers have other commitments and have offered their services to make a difference.
- To minimize this type of problem:
- Ask for input from Volunteers when deciding on changes
- Communicate reasons when asked about new methods or increased duties. A simple "No" does not show the Volunteer they are valued members of the team.
- Use a questionnaire, conduct regular meetings and keep asking "Are you happy with the way things are going?" and "What can we do to make it a more enjoyable experience for you?"
Ineffective management
- Management must be seen to be in control, effective at planning and making things happen.
- To minimize any issues of this type:
- Create policies and procedures to minimize risk, and to maximize organizational effectiveness.
- Communicate things going on behind the scene to show progress. This will also show the Volunteer they are valued as a team member. Please remember that if they cannot see the wheels turning they will not know the vehicle is moving.
Interpersonal conflict with management, staff and other Volunteers
- To minimize this type of problem:
- Try to keep the focus on teamwork and the goals of the organization.
- Where there is wrong doing address it.
- Have a method of reporting problems with the direct supervisor to an impartial person to whom the supervisor reports.
- Have policies in place for this type of problem including a code of conduct policy and make it clear that complaints will be investigated.
Lack of support
- Remember that everyone is different in the amount of support they require and in many cases the willingness to ask for help is dependant upon self image and confidence level.
- To minimize this type of problem:
- Orientation
- Probationary periods
- Regular meetings
- Supervision- An open door policy works best
Change within the organization
- Change can be a scary thing to a lot of people. If the organization is changing leadership or key people are being recruited or replaced old loyalties and relationships may make it quite difficult for some Volunteers to continue.
- To minimize this issue:
- It would be helpful if there was some overlap or transition period where the new person were able to get information from the previous position holder.
Tools for the Measurement of Satisfaction
Performance Appraisals
- Please see previous section.
Surveys at least once per year, usually conducted every 6 months.
- Surveys should ask questions such as:
- What are the benefits of Volunteering at this site?
- What are the frustrations working at this site?
- How can we improve the working conditions?
- Do I have skills that are not being used effectively?
- How do we get these skills into use?
- Am I receiving enough feedback on my performance? Too much?
- How would you relate the responsibility you are given? Too little? Too much?
- Please comment on how we can make things run more smoothly and allow for more effective running of the site?
Exit interviews
- The exit interview is an incredibly valuable tool. What issues could be more important than those coming from someone leaving the organization?
- The exit interview may be conducted by telephone.
- It should not be conducted by a person with whom the leaving Volunteer did not get along.
- The Volunteer should be asked if they could spare the time to go through this process.
- Questions should include:
- How long have you Volunteered at this site?
- Why are you leaving?
- What did you like about Volunteering with this organization?
- What did you not like about Volunteering with this organization?
- Do you have any suggestions on how we can improve the program? Site? Volunteer experience?
Why Recognize Volunteers?
There are three main reasons for this process.
- It makes the Volunteer feel like a Valued part of the team.
- It motivates the Volunteer to continue to provide service.
- It conveys the appreciation of the organization for the service provided.
When to Recognize Volunteer Service/ Achievement?
Easy answer - Every day. At the end of an assignment, on their birthday, volunteer of the month, and when they join the organization are all good times for recognition.
Fairness and Equality: We should recognize the achievements of each of our Volunteers without favouritism and yet also strive to maintain a standard for recognition.
Personalization: The most effective rewards and recognition programs share a common thread. Personalization! For those of us who have received the standard "Thanks and here is a complimentary widget (insert any gadget that you will never use here)", I am sure that we recognize a lost opportunity. One way to get around this is to ask volunteers how they would like to be recognized and act on the suggestions, within reason. This is a chance to be creative. Form letters do not convey commitment. Try an electronic card on the Volunteer's birthday. It is cost effective and personal if the message is right for the individual.
How?
Day to day:
- Introducing the Volunteer to people on-site or off.
- Including the Volunteer in relevant decision making.
- Smile.
- Greet the Volunteer by name.
Special occasions: Name tags, article to community paper, reference letter, pictures taken in the workplace, a surprise meal, gift certificates, etc. Creative gifts that take thought and a little work, such as homemade crafts at Christmas time, will go a long way to show the Volunteer how much you value them as long as they are suited to the personality.
Training as Reward/ Recognition: An interesting trend! A recent poll of Volunteers on rewards yielded information that more than 75% of those who responded identified Training as what they would prefer for recognition. Now I am not saying to stop plans for appreciation dinner or pot luck. This is a great opportunity to network to determine what training needs can be met from within our community.
Other low cost suggestions include: - personalized certificates of achievement with use of the digital cameras available at many C@P sites. - family night at the C@P site to thank families for their contribution/ sacrifices. - BBQ's, Wine and Cheese, picnics - creation of a Volunteer yearbook/ scrapbook - donated coupons, vouchers, promo items (require soliciting of local business- video store, restaurant, etc.)
Suggested web sites:
http://www.volunteer.ca/index-eng.php
http://www.communityfutures.ca/volunteer/
http://envision.ca/vitems/
http://www.charitychannel.com/article_173.shtml
http://www.successories.ca/
http://cap.ic.gc.ca/english/8100.shtml
http://cap.ic.gc.ca/english/8943.htm
http://charitychannel.com/article_185.shtml
http://charitychannel.com/article_178.shtml
We would appreciate it if you would use the Appraisal Sheet to send us your comments on the materials in this section. Please Download it from the Tools Page.