Volunteer Management 101

Great Ways to Manage Wonderful and “not so” Wonderful Volunteers

This brief presentation will show you how to:

• Welcome your volunteer

• Acknowledge and thank your volunteer

• Establish Expectations

• Manage difficult conversations

Building the Framework

Welcome and Introductions

• On their first day be sure to:

– Welcome them

– Introduce them to staff (be sure your colleagues are aware of the new

volunteer and their role)

– Orient them to the department/unit (complete unit orientation

paperwork and competencies)

– Review their volunteer responsibilities/service description

– Explain the 3 month probationary period policy

– Ask them what they hope to gain from their volunteer experience

– Answer any questions they may have

Acknowledge & Thank Be sure to:

• Thank volunteers for their dedication and hard work every chance you get

• Remind them of the impact they have on patients and their families

• Tell them how helpful they are to you

• Let them know they are missed when they do not come in

• Send them a note or an email when they have done something extraordinary

Establish Expectations You should expect the following:

• A reliable volunteer • A volunteer who notifies you when they are running

late or not coming in • A professional volunteer • An honest and trustworthy volunteer • A volunteer who is dressed neatly and appropriately

for their shift • A happy volunteer with a positive demeanor • A volunteer with superb customer service skills • A volunteer who completes the tasks assigned to

them and adheres to their service description

Establish Expectations

• Be prepared to immediately address and document the following issues with your volunteer:

» Inconsistency » Unexplained and/or excessive lateness or tardiness » Inappropriate dress » Unprofessionalism » Insubordination » Poor attitude » Inability to follow infection control and hospital policies

• Remind them of the 3 month probationary period, if they are new.

Statement: “As you may recall from the volunteer and unit orientation, we discussed the 3

month probationary period. While I truly value having you volunteer with us, if you (fill in issue) one more time you may be asked to resign”.

Outline for Difficult Conversations • Highlight and Accentuate the Positive: “You have

been a great volunteer”. • Define the issue: “ I have noticed that you have

been _________” (Give clear examples) • Assess the issue: “Are you still able to commit to

volunteering?” “Do you still enjoy volunteering?” “Do you have an issue with this task?”

• Remind them of your expectations or department policies: “As you recall we discussed _______ on your first day.

• End with a plan: “Going forward I am asking that you make an effort to ___________”. If this continues to be an issue, you may be asked to resign”.

What if my volunteer is inconsistent? Scenario:

You have a volunteer who is both efficient and wonderful when they volunteer but has been calling out excessively.

Statement:

“It has been truly great having you volunteer on Med 4. You are great with the patients and the staff always comments on your pleasant demeanor. However, I have noticed that you have been calling out a lot lately. For example (give clear examples). I know that life happens and you have other obligations, but we really need our volunteers to be consistent each week. Does your schedule still allow you to volunteer consistently each week? Do you enjoy volunteering?”

“We really count on our volunteers to be reliable. When you are not here patients miss out on having someone to assist them with __________. Going forward can you make an effort to be here every week, with the exception of vacations and emergencies. Please understand that if I need to address this with you again, you may be asked to resign.”

What if my volunteer has a poor attitude or

is insubordinate? Scenario:

You have a volunteer who is consistent but seems to have a poor attitude? Statement

“I really appreciate the fact that you have been so dedicated since you started volunteering. I know that I can always count on you to be here. However, I’ve noticed lately that you have been (identify the behavior). As you know we want are volunteers to be happy and display a willing disposition. Our

patients count on you to be cheerful as well.

Are you happy doing (list tasks)? Are you happy volunteering in this area? What can I do to make your volunteer experience more enjoyable?

I am glad we were able to discuss this. Going forward I hope to see (list expected behavior). However, if I noticed that your disposition has not improved, we may need to discuss a different placement for you or you

may be asked to resign.”

What if I want to fire my volunteer? • Yes, it’s true volunteers can be fired!

• Before you fire a volunteer, make sure you have:

Addressed the unacceptable behavior or issue

Discussed the consequences if the behavior did not change

Given the volunteer time to correct their behavior

Documented the volunteer’s poor behavior and the actions you took

• Sending an email to Maxine will usually suffice

• Please place “Secure” in the subject line

• Emails will be placed in the volunteer’s file

Contacted Maxine to let her know what you are planning to do

What if I want to fire my volunteer? (Part 2)

Statement “First I just want to thank you for the time you have dedicated to

volunteering in ___________. A few weeks ago we discussed ______________. Unfortunately, since that discussion you still continue to ___________. Because of this, I am going to ask that you no longer volunteer in _____. You can reach out to Maxine Legall to discuss a possible transfer and/or to return your volunteer ID.”

(If you are certain Maxine will not be transferring or reassigning them please collect their volunteer ID.)

Wrap It Up!

• Volunteers can be a wonderful asset to you when they are managed effectively

• Nip it in the Bud! Address poor behavior immediately so that it doesn’t take root

• Managing volunteers will develop your skills in (eventually) managing professional staff (if you don’t do so already)

• Be sure to reach out to Maxine if you have any other concerns

Happy Supervising!