Case Studies 4 min read

Freestore Foodbank Grows Volunteer Program to 12,000 Volunteers with VolunteerHub

Eric Burger February 24, 2026

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Freestore Foodbank is one of the largest emergency food and service providers in Greater Cincinnati, Northern Kentucky, and Southeast Indiana. But their work goes far beyond food distribution. Through housing stabilization, workforce development programs, and wraparound support services, Freestore Foodbank helps individuals and families move toward long-term stability and self-reliance.

Our Director of Marketing, Eric Burger, sat down with Tawanda Rollins, Manager of Volunteer Engagement and Services, to discuss how Freestore Foodbank mobilizes more than 12,000 volunteers annually — and how VolunteerHub helps her team stay organized, efficient, and responsive as demand continues to grow.

Can You Share a Little Bit About Freestore Foodbank?

Tawanda: One thing that I love about the Freestore is that we try not to put a Band-Aid on someone’s situation. The conversation usually starts with food, and then we connect them to other resources — whether through our agency or another agency — to help them become self-reliant and stable again.

At our downtown location, individuals can shop for food, get help obtaining a birth certificate, receive emergency clothing, and work with case managers if they’re at risk of homelessness. We have shelter diversion and stabilization programs that not only assist with rent gaps but also provide budgeting and soft skills training to help people maintain housing long-term.

At our newer location, we house workforce development programs like Cincinnati Cooks and LIFT the Tri-State. These are free programs that provide certifications and prepare individuals for careers in culinary arts, hospitality, warehouse logistics, and more.

It’s not just about providing food — it’s about helping people rebuild their lives.

What Does Your Role as Manager of Volunteer Engagement and Services Look Like Day to Day?

Tawanda: I joke that I put on a juggling suit every day. It requires a lot of organization and constant communication with our departments to make sure they have the volunteers they need.

We see ourselves as the HR department for volunteers. We staff departments, verify volunteer hours, assist with conversations when needed, and make sure volunteers feel appreciated. We participate in Volunteer Appreciation Week and recognize Volunteer of the Year.

My day includes audits, verifying hours, meetings with departments, and ensuring we’re creating the best volunteer experience possible — one that benefits both the volunteer and the organization.

What Is the Scale of Freestore Foodbank’s Impact?

Tawanda: Last year, we provided 47.2 million meals to the community. Over 15 million pounds of that were fresh produce, and 6 million pounds were distributed through our retail food rescue program.

To support that scale, during our fiscal year, we engaged a little over 12,000 volunteers across our programs, initiatives, and events.

When people say it takes a village, that’s truly what it is. We couldn’t do this without community support.

What Types of Roles Do Volunteers Fill?

Tawanda: We have two grocery-style markets where volunteers restock shelves, assist customers, bag groceries, and help load vehicles.

They help pack fresh produce boxes for homebound individuals through FreeStore Direct. We partner with clinics and hospitals for referrals, and volunteers pack those boxes daily. Amazon helps deliver them.

Volunteers also assist with Harvest Mobile Market in food desert communities, our clothing room, skill-based administrative projects, and special events.

We try to keep it a volunteer experience — not something that feels like employment. Volunteers can choose one-time opportunities or longer-term roles if they prefer.

What Were the Biggest Challenges Before Implementing VolunteerHub in 2015?

Tawanda: When I first started, everything was paper. Verifying volunteer hours was extremely difficult, especially when people moved on.

Later, we used a free management system, but it wasn’t user-friendly and required a lot of behind-the-scenes work to make it function.

As we grew, we needed to verify hours for grants, track corporate groups, and accurately capture volunteer data. We also needed better oversight of the comings and goings of thousands of volunteers. That’s what led us to look for a true volunteer management system.

Why Has Freestore Foodbank Maintained Its Partnership with VolunteerHub?

Tawanda: Reporting is a big reason. Many systems offer similar features, but what separates them is how easily you can gather the information when it’s needed.

VolunteerHub makes reporting simple and accurate. As long as we’re auditing and maintaining clean data on our end, we can pull exactly what we need.

It’s reliable, and it works.

What Feedback Do You Hear from Volunteers About VolunteerHub?

Tawanda: Volunteers like that it’s easy to use. We keep our registration questions relevant and streamlined so it doesn’t feel overwhelming.

It’s self-intuitive and allows us to stay hands-off. Volunteers can manage their participation without feeling like they’ve signed up for something long-term unless they choose to.

We’ve had overwhelmingly positive feedback. I haven’t heard anything negative about the system.

How Does VolunteerHub Help You Stay Organized During High-Demand Periods?

Tawanda: We can send mass emails to volunteers when we’re short on coverage or launching a new opportunity. That’s critical when demand for food assistance is high. The automated reminder emails help reduce no-shows. They remind volunteers of upcoming shifts and also give them the chance to cancel if something has come up.

Our thank-you emails include surveys so we can gather feedback without making cold calls. That follow-up process is incredibly impactful.

Without VolunteerHub, I honestly don’t know how we would manage our day-to-day operations at this scale.

How Would You Describe the Return on Investment?

Tawanda: Managing thousands of volunteers across daily programs and events without a system like VolunteerHub would be nearly impossible. It’s reliable. If there’s ever an issue, it’s communicated quickly and resolved fast. And the product continues to evolve with upgrades and new features. They’re constantly improving the system. That’s important.

Are There New Features You’re Excited About Implementing into Your Processes?

Tawanda: I’m excited about workflows — especially automated birthday emails. With over 40,000 volunteers in our database, small touches like that could help with retention and re-engagement. The customizable reporting tools have also made monthly reporting much easier.

VolunteerHub continues to upgrade, which makes it hard to imagine switching to anything else.