Volunteer Engagement: How to Engage and Retain Your Most Valuable Resource
Volunteers are incredible individuals, each one committed, passionate and uniquely skilled. The ability to harness that passion and those skills can make or break an organization.
Whether your organization has 10 or 10,000 volunteers, the foundations of volunteer engagement are the same. The following guidelines are designed to help you recruit, engage and
retain exceptional volunteers in order to meet the goals and objectives of your organization.
1. Assess your organizational needs.
Look beyond your day-to-day operations and think “big picture.” Look at where you are now, and where you’d like to be in the future as an organization. What steps can you take to get there, and what relevant skills and talents should you recruit to do so? Here are some tips for conducting an assessment of your organization’s needs:
- Include multiple stakeholders and individuals of all levels from your organization (e.g., board members, staff and volunteer leaders).
- Clearly outline your organization’s mission. Any and all needs identified should directly align with that mission.
- Evaluate what is currently being done well and what else could be accomplished, or improved upon, if you had more resources at your disposal.
- Identify specific tasks and projects that need to be completed. Indicate if they are one-time, ongoing or occasional in nature.
- Identify problems or challenges currently experienced by the organization.
- Identify what is currently being done that can and should be expanded upon.
- Identify any areas in which the organization feels understaffed or overstaffed.
- Determine which skill sets your organization is currently lacking.
2. Create position descriptions.
Creating position descriptions is a great way to clarify your own thinking around different needs and tasks while also clarifying opportunities and expectations for volunteers. Position descriptions also provide a sense of legitimacy to the organization and demonstrate to volunteers that the work they’re performing is necessary and valuable. See page 5 for some sample position descriptions. Creating project and task lists is another great way to stay organized. See page 7 for Best Friends Animal Sanctuary animal care examples.
3. Create key written materials.
You should have a volunteer application form that asks prospective volunteers for basic personal information and gives them sufficient opportunity to describe knowledge and skills that might be of value to your organization. In addition, you should have a volunteer handbook or agreement in place. The purpose of this document is to describe expectations, policies and procedures for all volunteers. Depending on the nature and size of your organization, this document could be short and simple or quite lengthy.
Check out example application forms and written materials currently used by other trusted organizations. Make sure you regularly revisit these documents as your organization grows and changes. You can click here to view the Best Friends Volunteer Handbook.
4. Recruit and interview volunteers.
Recruiting and interviewing volunteers should be a purposeful and proactive effort for your organization. It’s great when volunteers find you, but it’s even better when you go out and find the volunteers you’re looking for. If you’re looking for someone with a particular skill set, then make sure to advertise and recruit in places frequented by that type of person.
Once you’ve recruited potential candidates, take the time to formally interview them. Doing so demonstrates to them that they’re joining a professional organization, and allows you the opportunity to find out where they might fit best in helping your organization achieve its goals. It can be tempting to spend time in these interviews talking about your organization, but remember to ask thoughtful questions and let prospective volunteers do most of the talking.
The following are helpful resources for recruiting and interviewing volunteers: recruitment tactics template (page 8) and recruitment plan template (page 9).
Here are some interview tips:
- Schedule the interview at a time when you can devote your full attention to the candidate.
- Select a location with limited distractions and interruptions.
- Structure the interview so that the volunteer does most of the talking. Assessing how the person thinks and communicates is every bit as important as the answers to the specific questions.
- Interviewing someone for a volunteer position differs from interviewing someone for employment, because usually you're not trying to find out if the person is qualified for a specific job. Ask about the prospective volunteer's interests, experience and skills, and use the interview to help determine where the volunteer might fit best within your organization.
Here are some sample interview questions:
- Why do you want to volunteer with our organization?
- What other volunteering experience have you had in the past?
- What have been your most and least rewarding volunteering experiences so far?
- What skills or qualifications do you have that you believe will help you in this position?
- Can you tell me a bit about yourself and your hobbies and interests?
- For how long would you like to volunteer?
- What do you think makes a good volunteer?
- What was your least favorite part about your last volunteer job?
- What kind of supervisor do you like to work with?
- Are there any questions you would like to ask me?
5. Provide orientation and training.
Conducting formal volunteer orientations help make new volunteers feel welcome while providing them with an overview of the organization and its mission. Hosting a regular weekly or monthly orientation meeting is an easy way to welcome multiple volunteers at one while making efficient use of time and resources. See page 10 for a sample orientation checklist.
Orientation is also the appropriate time to have volunteers sign a liability waiver form. (See page 12 for the waiver that Best Friends uses, which will give you an idea of the types of things to include.) In addition to orientation, make sure to offer general and position-specific training for new volunteers. Investing time in training helps ensure that best practices are followed and better prepares volunteers for long-term success with the organization.
6. Establish safety guidelines.
If your volunteers will be doing hand-on animal care of any kind of manual or physical tasks, be sure to establish safety guidelines and make them available to all volunteers. Depending on the size and nature of your organization, your safety guidelines could be short and simple, or considerably more detailed and specific to different volunteer positions. See page 15 for some sample safety guidelines form Best Friends for reference.
7. Track volunteer hours.
Volunteer time is valuable, not just to you but also to your donors. Accurate tracking of volunteer hours is a key measurement of organizational effectiveness and is required for many grants and other funding sources. Whether you use an electronic method, such as a Web-based program or spreadsheet, or just a basic paper sign-in form (see page 17), keeping an accurate record of all volunteer hours and activities is critical for measuring performance and growing the organization.
8. Manage volunteer performance.
In addition to providing orientation and training for volunteers, managing their performance helps set up both you and your volunteers for success. Set realistic expectations for individual volunteers and make sure they have the support and tools available to perform their responsibilities to the best of their abilities. And be prepared to have constructive, non-confrontational conversations when problems arise or when there's a need for improvement.
9. Recognize and reward volunteers.
More than anything, volunteers want to know that their time and efforts are sincerely appreciated and that their contribution to your organization is meaningful. Focus on treating volunteers with respect and as vital members of your organization, rather than as unpaid help. Recognize key milestones for volunteers, such as hours logged or types of jobs completed. Offer volunteers opportunities to see the impact they've had; for example, celebrate specific animal adoptions or monthly statistics with them or update them on fundraising accomplishments. Keep in mind that many volunteers are often also donors, adopters, future leaders and the public face of your organization, so the recognition and respect you provide them can directly affect your ability to meet your organization's goals and objectives.
10. Use educational opportunities and professional resources.
There are countless resources and learning opportunities available to organizations that use volunteers. Staying up-to-date on best practices in this area will help you to be effective and continue to grow as an organization, while helping to attract a larger, more skilled volunteer population. Check out some of the free volunteer-related webinars offered by VolunteerMatch and other resources, such as these previously recorded webinars, available through the Best Friends Network Partner webinar page. We highly recommend Corey Roscoe's presentation called "Rebuilding a Fizzled Volunteer Program."
For a thorough overview of creating and managing a successful volunteer program, check out "Volunteers: Getting Ready for Them, Finding Them, Keeping Them".
Sample Position Descriptions
Sample position #1
Name of position: Community cat program data entry assistant
Division: Community Programs and Services
Reports to: Local program coordinator
Schedule and time commitment:
- One or two hours a day, as needed. Can be done from home. Must have Internet access. Can be done at any hour of the day.
- This is an ongoing opportunity.
Location: Remote, from home
Core responsibilities:
- Enter program initiative related data into a spreadsheet
- Work closely and effectively with the community cat program coordinator(s) regarding data input needs
- Track and input hours worked into the Best Friends Volunteer database
Qualifications:
- Experience with Microsoft Excel and/or other spreadsheet software programs
- Accurate data entry skills
- Detail-oriented and organized
Physical requirements:
- Must be able to tolerate extended periods of time working at a computer, with repetitive typing, arm and hand motion
Sample position #2
Name of position: Food drive coordinator
Division: Community Programs and Services
Reports to: Local program coordinator
Function:
- To schedule volunteers, dates, times and locations of food drives
- To market these events and gain public interest about animal welfare, Best Friends and trap/neuter/return (TNR)
Location: Any large commercial grocery store in the area
Commitment: Two Saturdays per month, approximately six hours a day
Goals:
- To help collect cat food (preferably dry kibble) for local colony feeders
- To create public awareness about the benefits of TNR and the no-kill philosophy
- To educate the general public about animal welfare and Best Friends Animal Society
Core responsibilities:
- Schedule dates and times with coordinating grocery store for event
- Provide lists for shoppers outlining food needs
- Recruit new and veteran volunteers for events and record additional volunteering interests
- Track and input hours worked into Best Friends volunteer database
Qualifications:
- Must have basic knowledge of TNR and our program specifically
- Must have reliable transportation and good people skills
- Must be trustworthy and responsible: will be handling cash donations and donated products
Duties:
- Pre-event set up: Meet with store manager to get a signed copy of date and time agreements.
- Event day: Set up table, chairs and banner, laying out literature and other information.
- Post-event: Return materials to the community cat coordinator or designated location for storage and processing. If available, deliver food to caregivers.
Priority deadlines: Schedule two food drives a month on Saturdays only. Must have volunteer lists, donations and equipment returned by next business day at the latest.
Sanctuary Animal Care Project and Task Lists
Dogtown volunteer projects and tasks
Thank you for volunteering to help out in Dogtown. Your visit means a lot to the staff and to the dogs, who really enjoy the extra love and attention. Here are some ways you can help care for the dogs:
- Sweeping and mopping the floors in buildings, runs or patios
- Raking the runs and filling in holes
- Taking dogs on walks
- Feeding, along with a caregiver (some dogs have special diets so a caregiver must be present during all feedings)
- Socializing (first ask the caregiver if the dog is toy-aggressive)
- Brushing
- Poop scooping
- Cleaning doggies door flaps
- Cleaning walking trails of rocks, sticks or poop
- Cleaning and refilling water pails
- Cleaning and refilling pools in the summer
- Taking dogs on an outing (special considerations apply)
- Walking the fencing to make sure no holes are being created
- Doing other general cleaning and special projects (ask the caregiver)
Cat World volunteer projects and tasks
Thank you for volunteering to help out in Cat World. Your visit means a lot to the staff and to the cats, who really enjoy the extra love and attention. Although the schedule is flexible, the morning routine usually consists of a thorough cleaning of all rooms, including the following tasks that you can help with:
- Changing and cleaning litter pans
- Brushing cat beds and furniture
- Sweeping and mopping
- Wiping soiled surfaces
- Washing dishes
- Assisting with feeding and watering
The afternoon may involve grooming, spending time playing with the cats, or just sitting with the cats and reading a book. It may sound simple, but these are essential pre-adoption activities. Even the feral cats learn that it can be fun and safe to be with people just by observing your interaction with the friendly cats. This is also the time to observe the cats' health and well-being. Any apparent problems should be reported to a caregiver. Other afternoon tasks could include the following:
- Washing walls and windows
- Raking fur from outside the screened runs
- Weeding
- Restocking supplies and/or food
Recruitment Tactics Template
Recruitment Plan Template
Sample Volunteer Orientation Checklist
Best Friends Agreement and General Release for Adult Volunteers
General Volunteer Safety Guidelines
These guidelines are designed to ensure a safe environment for our visitors and volunteers as well as our animals and staff. We ask that you review them thoroughly and abide by them at all times while volunteering at Best Friends.
- Please let us know if you have any health or physical issues of which we should be aware.
- For the safety of both people and animals, children five years and younger are not able to volunteer. Children between the ages of six and 17 may volunteer at the discretion of the staff if the child/children is/are accompanied by a parent or guardian at all times. Further age restrictions apply in various animal areas (see individual animal area guidelines).
- Non-staff members are allowed in the animal areas of the sanctuary only during volunteer shifts: 8:15 to 11:30 am and 1:15 to 4:00 pm. All animal areas are closed from noon to 1:00 pm.
- Lunch is available for purchase from 11:30 am to 1:00 pm, Monday through Saturday.
- You will not be able to bring your own animals or underage children to the animal areas, nor will you be allowed to leave animals in your vehicle at any place at the sanctuary.
- When you arrive at an animal area at the beginning of your shift, please check in with the designated volunteer coordinator or staff person.
- Please be aware that your behavior will have an effect on the animals. Calm and gentle behavior has a soothing effect. Loud noises, exaggerated gestures, running and horseplay tend to disturb the animals.
- When entering or leaving an animal run, be sure to close and latch the gate behind you. If there is an airlock system, make sure one gate is latched before opening the other.
- Good hygiene can prevent the spread of illness. To protect your health and the health of our animal friends, please sanitize your hands after working with the animals and before leaving the animal area.
- Any injury, however small, either to an animal or to yourself, should be reported immediately to a staff member of the area in which you are working. In addition, you will be asked to review and sign an incident report.
- It is important to wear clothing that is appropriate to the environment and the volunteering you are doing. Closed-toe shoes are a requirement for volunteering in any of the animal areas. For those who volunteer with the horses and pigs, long pants are also required. For your own protection, long pants, a shirt that will protect you from scratches and sunburn, and a hat are strongly recommended when volunteering with the animals. (Please note that some animals are afraid of strangers with hats so they might have to be removed if you’re working in Dogtown.)
- Safety equipment (earplugs, dust masks, gloves) is available for your use in those areas where needed.
- The sanctuary is located at 5,000 feet, so the altitude can affect you. In the summer it can be hot, so be sure to drink plenty of fluids. Tell a staff person if you would like to take a break during your volunteer session or need to cut your session short.
- In the summer, you might encounter wasps and rattlesnakes. A snake will not attack you unless it feels threatened, so calmly turn around and walk slowly away.
Dogtown Safety Guidelines
There are hundreds of dogs in Dogtown, and such a large population obviously creates an environment that is very different from a home with one or two animals. So, for the safety and well-being of the animals and
yourself, we ask that all volunteers attend an orientation designed to give you basic knowledge about Dogtown and how it works.
Some of the dogs have moderate behavioral issues and need to be treated in particular ways. A few of the dogs have severe behavioral issues and volunteers do not work with those dogs. Most of the dogs, though, can go on walks with volunteers. A volunteer coordinator will tell you the simple rules we have developed to ensure the safety and enjoyment of both you and the dogs.
To keep you and our animal friends safe, here are a few things that you should be aware of before volunteering in Dogtown:
- For the safety of the animals, parking and driving are permitted only in designated areas.
- You must be at least 10 years of age to volunteer in Dogtown.
- Children under 14 cannot walk dogs by themselves.
- It is very important to clip all gates closed when entering or leaving a dog run.
- Please be aware that dogs like to jump up on people, which could cause or exacerbate injuries.
- For your safety, be careful not to place your face close to a dog’s face in case a biting reaction occurs.
- If you see a dogfight starting, blow the whistle you’ve been issued until a staff member arrives to break up the fight. Please don’t try to break up a fight yourself.
- While we welcome your questions about our dog-training procedures, we ask that you please refrain from trying to train them on your own.
- Please do not bring your personal pets to the sanctuary.
Cat World Safety Guidelines
To keep you and our animal friends safe, here are a few things that you should be aware of before volunteering in Cat World:
- Remember to keep doors closed at all times. Cats are curious and we have many escape artists.
- Please sanitize your hands between visits to different groups of cats.
- Some cats have unusual ways of showing affection. Please check with a staff member to find out if you will be working in a room with these kinds of cats so you won’t get bitten or scratched.
- Cats who enjoy human contact make themselves readily available for love and attention. Cats who are feral won’t come to you and it is best to leave them alone.
- Do not break up cat fights. If you notice a fight starting, please find a staff member to break up the fight. We don’t want you to get bitten.
- If you are pregnant, please consult with your doctor about precautions against infectious diseases like toxoplasmosis (which comes from being around cat litter and cat feces).
- Watch your head: Kitties love the shelves and cubbies at Cat World, but some are just the right height to walk into or bump your head on from underneath.
Volunteer Sign-In and Sign-Out Sheet
