Retention FAQs for volunteer managers

Volunteers by definition do not get paid for their work, but they should be reimbursed for their out-of-pocket expenses, i.e. the actual cost of volunteering with your organisation.

These costs may include:

Travel to and from the place of volunteering
Travel whilst volunteering
Meals taken whilst volunteering
Care of dependents, including children, whilst volunteering.
Postage, telephone calls, stationery, etc.
Protective clothing/special equipment necessary.

The expenses claimed by a volunteer must be the amount the volunteer has actually paid, supported by receipts, rather than a flat allowance.

It is important to make volunteers feel welcome
Address mutual expectations
Keep the content shared manageable
Introduce key policies and procedures
Encourage questions, provide a handbook or some FAQs.

Offer the information and skills which will best help volunteers perform their role
Ensure training is relevant to the role to avoid creating an in-kind benefit
Training can enhance how valued the volunteer feels and can be a key motivator
People learn differently so vary your approach.

All volunteers should feel supported in their role
Supervision is key where roles involve more complex tasks or direct regular engagement with clients
Supervision involves a regular, two way conversation to ensure the volunteer performs their role effectively and safely. It does not have to be one to one and frequency will depend on the role.

All volunteers should feel respected and valued
Appreciation should be genuine and personal
Tools include:

There are no quick solutions but here are some pointers:

Make sure you have clear and fair procedures in place including a Problem Solving Procedure
Gather your facts – what is the impact of their behaviour why does it matter?
Think about how best to engage them, in person? In private? At a mutually convenient time?
Before you jump in with your fixes ask for their solutions and how they have come to these ideas
Look for common ground, remain calm and agree next steps. Recognise even small positives.

Check out our training and events diary regularly for our half day workshop on Managing Challenging Behaviour.

Be aware that being a volunteer means much more to people than simply turning up and completing an agreed list of tasks. It can provide a social function, with friendships and conversation. It helps people to feel useful, and can be a major source of self-esteem. One way of making the transition away from the organisation easier, is to talk with the volunteer to find ways in which they can replace these benefits.

Consider conducting an exit survey or interview if feasible.

For more information see NCVO guidance on Involving Volunteers