The Ultimate Guide to Volunteer Management

Effectively managing volunteers can be an undertaking, but it is also critical to your organization’s overall success. Thankfully, the volunteer management experts at VolunteerHub have prepared a comprehensive guide that will show you how to effectively manage volunteers at every step of the volunteer lifecycle, as well as share some volunteer management best practices we have learned over the years.

What is Volunteer Management?

Volunteer management is the process of overseeing a volunteer program and its members. Volunteer management involves monitoring every aspect of the volunteer lifecycle, from recruitment to retention, as well as addressing your nonprofit’s day-to-day needs and organizing specific programs and events.

Most nonprofits hire a dedicated volunteer coordinator or manager to lead volunteer management efforts. However, volunteer management is multi-faceted and covers a wide variety of tasks, so the most effective volunteer management strategies mobilize multiple aspects of the organization.

The Benefits of Volunteer Management

Volunteers are the lifeblood of a nonprofit, so when your volunteer program is strong, the entire organization benefits.

In addition to the obvious benefits to volunteer recruitment, training, and retention, effective volunteer management:

• Optimizes resource allocation
• Streamlines event management
• Boosts fundraising efforts
• Increases community engagement
• Builds community and corporate partnerships

Simply put, any resources you invest in managing volunteers will be worth it for the entire organization.

What Makes a Good Volunteer Manager?

Effective volunteer management starts with hiring an effective volunteer manager. Volunteer managers lead your volunteer management strategy and are the main point of contact for potential and current volunteers. They also offer an on-the-ground perspective that will be valuable for your organization’s leadership and stakeholders.

When hiring a volunteer manager, look for someone who is a strong communicator, an inspiring leader, and a decisive problem solver. Good volunteer managers are:

• Emotionally intelligent
• Organized
• Flexible
• Detail-oriented
• Forward-thinking
• Passionate

Once you have hired your volunteer manager, you can start planning your approach to volunteer management.

Developing a Volunteer Management Strategy

Your volunteer management strategy needs to address four different stakeholders: the individual volunteers, the volunteer program as a whole, your organization, and your community. As such, your volunteer management strategy should be comprehensive and multi-faceted.

As you develop a volunteer management strategy, consider the following factors:

• Communication: How will you contact your volunteers, and how can you target your communication for maximum effectiveness?
• Recruitment: How will you attract new volunteers? What kind of people are you looking for, and where can you find them?
• Training: How can you educate your volunteers about your organization and prepare them to complete essential tasks? How can you help your volunteers develop transferrable skills that they can use in their professional and personal lives?
• Engagement: How can you keep your volunteers involved with your organization and reduce turnover rates?
• Recognition: How will you make your volunteers feel valued?
• Data Management: What data do you need to measure to understand your volunteer program? How will you collect it, analyze it, and act on it?
• Impact Sharing: How can you articulate your volunteer program’s impact and share it with various stakeholders, including board members, donors, and the volunteers themselves?
• Program and Event Management: How can volunteers support your organization’s events and programs? What steps are needed to plan and execute events with volunteers?
• Administration: What day-to-day tasks are necessary to keep the volunteer program running, such as scheduling and answering questions?
• Task Delegation: What positions can be filled by volunteers, and how can you match individuals with the tasks that are best suited for them?
• Feedback: How can you give volunteers meaningful, constructive feedback? What feedback do volunteers have for your organization, and how can you implement it?
• Safety: How can you mitigate risk and ensure that every volunteer feels safe? Do you have systems in place to report concerns, investigate situations, and resolve disputes?
• Community Partnerships: How can you partner with your local government, civic organizations, and corporate sponsors? How can you position your volunteer program as a central part of your community?
• Budgeting: How much money does your organization have to invest in your volunteer program? How can you improve your return on investment?
• Goal-setting: How do you want to see your volunteer program change and scale? What role does your volunteer program play in meeting broader organizational goals?

Because managing volunteers is such a multi-faceted task, it is often easiest to understand in terms of the volunteer lifecycle.

The Volunteer Lifecycle

The volunteer lifecycle has 6 stages:

1. Awareness: Learning about an organization
2. Consideration: Researching the organization and ways to get involved
3. Engagement: Applying or registering for an event
4. Retention: Continuing to volunteer with the organization
5. Recognition: Receiving recognition and validation from the organization
6. Advocacy: Scaling involvement through increased activities, leadership roles, donating, or inviting new people to get involved

It is important to note that your volunteers will be at different stages of the volunteer lifecycle at different times. You need to understand where each individual is at any given moment to manage them effectively.

Managing Volunteers During Recruitment

The recruitment process encompasses the awareness and consideration phases of the volunteer lifecycle. Recruitment is often the most difficult part of volunteer management because instead of managing volunteers who currently work with the organization, it requires volunteer managers to find and engage new individuals.

Managing volunteers during recruitment involves the following steps:

1. Target your recruitment efforts. Think about the kinds of individuals that your organization needs. What qualities do you want in an ideal volunteer? What positions do you need to fill? Are there any specific skill sets that you need?
2. Write clear job descriptions. Write clear descriptions of every volunteer position so that recruits know exactly what will be expected of them.
3. Make it easy to register. The easier you make it to apply and register for your programs, the more volunteers you will be able to recruit. Try easy-to-use online features, like volunteer landing pages, to improve conversion rates.
4. Market your organization to potential volunteers. Reach out to potential recruits. There are dozens of ways to recruit new volunteers, from social media to connecting with schools, civic organizations, and your local government.
5. Begin the interview process. After you receive volunteer applications, review them carefully. Then, schedule volunteer interviews so you can get to know applicants better and improve volunteer placement. To mitigate risks, you should also conduct volunteer screening and background checks, especially for roles that will have access to organizational funds, sensitive data, and vulnerable beneficiaries. 

Managing Volunteers During Training

Once you have recruited new volunteers, you have to train them. Training plays a key role in the engagement part of the volunteer lifecycle, and comprehensive training directly correlates to improved results in the retention stage. Volunteers who receive high-quality training are 83% less likely to stop working with your organization.

Volunteer management during the training phase involves:

1. Onboarding new volunteers. Make sure that new volunteers complete intake paperwork, sign liability waivers, and complete a placement survey.
2. Assigning new volunteers to appropriate roles. Based on a volunteer’s application, interview, and placement survey, assign them to a position that you think they will enjoy and excel at.
3. Developing strong learning objectives. Determine exactly what you want new volunteers to get out of the training process. What information do they need to understand, and what levels of competency do they need to reach? The more clearly defined your learning goals are, the more effective your training will be.
4. Distributing the volunteer handbook. A volunteer handbook is an invaluable training resource. It provides a strong introduction to your organization, outlines important policies, and supplements in-person training.
5. Teaching new volunteers about your organization. Make sure that volunteers thoroughly understand your organization’s mission, goals, and values. While it may be tempting to share everything about your nonprofit, keep all training materials straightforward and focused. You want to make sure that you convey the most important information without overwhelming your recruits with excessive content.
6. Training volunteers for specific positions. Train volunteers on the specific tasks and procedures they will need to know to fulfill their job descriptions. You can offer convenient online training, in-person training, or a mixture of both. Strive to include hands-on experiences whenever possible. You should also familiarize volunteers with any organization-specific tools that you use, such as volunteer management software.
7. Setting up systems for continued education. You may need to periodically conduct training with established volunteers to address skill gaps, incorporate new tools, refine procedures, or support professional development. Put systems in place for continued education, such as leadership workshops or peer-to-peer mentorship, and make sure volunteers can easily get answers to any questions that arise on the job.
8. Incorporating team-building activities. Make your volunteers feel like part of the community as early as possible by incorporating social events and team-building activities into your training strategy.

Leveraging Volunteer Management to Engage and Retain Volunteers

Once your volunteers have been trained and are ready to get to work, your volunteer management activities will focus on engaging, retaining, and recognizing volunteers. Managing volunteers at these stages reduces turnover and improves program outcomes—ultimately leading volunteers to become major advocates for your organization.

Day-to-day volunteer management activities can help ensure your volunteers have a positive experience:

• Volunteer database maintenance: Make sure that the volunteer database is always up-to-date with every volunteer’s contact information, interests, job preferences, and activity history. A well-organized database allows you to effectively segment volunteers, quickly fill open positions, and address each individual’s needs.
• Targeted communication: Communicating with volunteers is a delicate balance. You want to make sure that volunteers are always in the loop about new opportunities and organizational developments; however, you don’t want to overwhelm them. Make sure that you contact the right volunteers at the right time.
• Program personalization: Understand your volunteers’ motives for getting involved and offer opportunities that align with their interests.
• Event management: Stay on top of upcoming events and ongoing programs so that you can mobilize your volunteers accordingly. Assign volunteers to appropriate event roles, oversee scheduling, and manage volunteers when they are on the job. This step is critical, as it has a major impact on the quality of the volunteering experience.
• Regular recognition: Everyone wants to feel valued, and your volunteers are no exception. Show them gratitude at every turn; a simple “thank you” can go a long way. However, you should also other recognition options, like thank-you notes, social media shout-outs, awards, and volunteer appreciation events.
• Rewards systems: You can “game-ify” the volunteer experience with incentives. Try a points-based reward system or volunteer-specific perks.
• Upskilling: Volunteering involves a lot of skills that are relevant to professional development and personal interests, such as communication, and leadership, and specific competencies like language and software proficiencies. Help volunteers upskill by assigning them to relevant tasks and offering professional development workshops.
• Avenues for growth: Create a roadmap for how volunteers can scale their involvement with your organization. Identify project coordination and leadership roles that volunteers can fulfill, and be specific about the requirements to achieve these positions. Advancement gives volunteers a goal to strive toward and increases their chances of remaining with your organization.
• Community building: Keep your volunteer community strong with social events, team-building activities, and online groups.
• Conflict mediation: Whenever any group of people come together, some sort of conflict is inevitable. Don’t ignore problems within your volunteer base; face them early to keep the situation from spiraling out of control. Develop strong systems for handling challenging volunteers and managing interpersonal conflict within your volunteer program.
• Donor conversion: Volunteers are valuable fundraising resources. After all, they already care enough about your organization to donate their time, so they may be willing to donate their money, too. Volunteers are two times more likely to donate than other donor prospects, and their donations are on average ten times larger.
• Impact sharing: Your volunteers want to make a difference, so it’s important to communicate the impact they have. Collect volunteer impact data and regularly share it with your volunteer base so they know exactly how their actions have improved their community and supported the organizational mission.

When you pay careful attention to managing volunteers, they will keep making meaningful contributions for years to come!

Assessing Volunteer Management Efforts

To optimize your approach to volunteer management, it is critical to regularly assess your volunteer management efforts. Managing volunteers is a complicated task that shifts along with your volunteer base and organizational goals. So, you will need to monitor the effectiveness of your volunteer management and adjust accordingly.

Volunteer Surveys

Volunteer surveys are the most important way to assess volunteer management efficacy. Volunteer surveys help you improve your program. They also build trust within your volunteer base, ensuring that volunteers feel seen and heard.

Volunteer surveys can be incorporated throughout the volunteer lifecycle and tailored toward specific goals, such as volunteer satisfaction, engagement, or job placement. We highly recommend short satisfaction surveys after each event and a more in-depth survey each year or quarter to keep tabs on your overall program.

Remember these volunteer survey best practices:

• Keep each survey targeted toward a specific goal.
• Use clear, specific questions.
• Incorporate a variety of question types, including multiple-choice, sliding scales, and open-ended responses.
• Act on the feedback you receive. Not only will it improve your program and the overall volunteer experience, but it will also show your volunteers that you value their opinions.

Volunteer Data

Volunteer data provides actionable insights into your program. Track metrics like volunteer program expenses, the number of volunteers, the total hours worked, the number of beneficiaries served, and the value of services delivered. Then, analyze this data to see how you can optimize your program.

Exit Interviews

No matter how strong your volunteer management strategy is, volunteers will inevitably leave your organization from time to time. Use volunteer exit interviews as a chance to identify weaknesses within your program, reduce turnover rates, and leave the door open for future collaboration. Ask questions like:

• Why did you start volunteering with our organization?
• What program(s) were you involved with?
• What have you decided to stop working with us?
• Would you like to continue receiving communication from us about future events and volunteer opportunities?

Volunteer Management Best Practices

Incorporate these volunteer management best practices throughout the volunteer lifecycle to optimize your volunteer management strategy:

• Cultivate a healthy program culture. Create a safe, welcoming, and collaborative atmosphere built on respect and honesty. Try to break down barriers between volunteers and leadership and avoid a “top-down” volunteer management strategy. Remember, everyone is a valuable part of the organization and should be treated as such.
• Be a strong role model. Volunteer managers and organizational leaders should fully embody the traits and attitudes they want to see in their volunteers. This approach inspires trust and motivates volunteers to put their best foot forward.
• Know when to step back. Avoid over-managing. Promote autonomy and volunteer independence while making it easy for a volunteer to find you if they need assistance. Fostering independence gives volunteers a sense of ownership over the program, increases productivity, and frees up volunteer managers to focus on other tasks.
• Build a multi-generational approach. Your volunteers will come from a wide variety of backgrounds and age ranges. Understand how to effectively communicate with and employ different generations while also promoting unity throughout your volunteer base.
• Give constructive criticism. When you give feedback to volunteers, make sure that it is always constructive. Avoid getting emotional or placing blame. Instead, objectively outline what went wrong and provide specific advice for how the volunteer can improve.
• Be receptive to feedback. Being willing to adjust your volunteer management strategy, style, and practices will let your volunteer program reach its full potential, and it will also build trust within your volunteer base.
• Remain forward-thinking. Managing volunteers involves a lot of minute tasks that can distract from the big picture. Keep your organization’s mission, values, and goals at the forefront, and make sure that your volunteer program is always contributing to your nonprofit’s long-term success.
• Set SMART goals. Give your volunteers goals that they can work towards as individuals and as a collective. Follow the SMART goal method, setting goals that are:
  • Specific
  • Measurable
  • Achievable
  • Realistic
  • Time-bound
• Engage multiple stakeholders. Volunteers aren’t the only people who need to be invested in the volunteer program. Volunteer managers should also secure buy-in from organizational leadership, board members, donors, and beneficiaries.

Making the Most of Volunteer Management Software

Keeping on top of all of the tasks involved in volunteer management is extremely difficult, which is why volunteer management software like VolunteerHub is a must.

Volunteer management software can support you through every step of the volunteer management process. When you’re looking into your volunteer management software options, look for the following features:

• User-friendly interfaces
• Customization
• Comprehensive volunteer databases with robust analytics
• Automated communication
• Scheduling platforms
• Self-service options
• Mobile accessibility
• Volunteer hour tracking
• Landing pages
• Configurable forms
• Advanced report generation
• Rewards and recognition systems
• Event management solutions
• Platform integration
• Enhanced data security
• Responsive customer support

And if you’re looking for a platform with all of these features, look no further than VolunteerHub. VolunteerHub’s intuitive, all-in-one platform allows you to streamline volunteer management, saving your organization valuable time, money, and energy.