Having difficult conversations and managing conflict is an unfortunate reality for a leader of volunteers. These discussions can be awkward, challenging and may create anxiety for both the volunteers and ourselves. If we can minimise the need to hold these conversations it is beneficial to the organisation and everyone involved. A common trigger for conflict with volunteers is a lack of clarity around the expectations of their role. As such, it is important we provide information regarding the required behaviour and commitment as well as the boundaries of the role. Developing guidelines explaining role expectations and communicating these effectively and regularly will reduce conflict. A reduction in conflict is likely to result in an increase in volunteer and staff satisfaction. Additionally, if volunteers are meeting the requirements of their role, this will maximise their impact towards your organisation’s mission. Here are some suggestions on how to communicate role expectations with your volunteers.

Role Development

Role descriptions are a great starting point to communicate the role requirements with your volunteers. Important elements of a role description include the required shift availability and frequency commitment, key responsibilities, required skills and any selection criteria or training requirements.

Paired with a position description, an agreement provides information to the volunteers as to what they can expect from the organisation and the reciprocal expectations. For example, volunteers may be required to advise staff if they require time off from volunteering or if their availability changes. A volunteer agreement can also include uniform protocols, arrival and departure procedures as well as any role boundaries. For instance, volunteers must refrain from offering personal views to clients regarding ethnicity, religion or lifestyle choices.

Organisational Policies

Similar to paid staff, it is necessary to advise volunteers of the behaviour which is expected while performing their role. Including volunteers in an organisational code of conduct makes it clear what behaviour is required. Developing a specific volunteer policy and including volunteers in organisational policies such as occupational health and safety is another important avenue to clarify expectations. Additionally, it is important to provide volunteers with a dispute resolution process including information and clarity about what constitutes gross or serious misconduct.

Attraction and Recruitment

Prior to filling a volunteer role, it is crucial to determine the required availability for that specific intake. For example, if you only have weekday morning shifts available, ensure this is communicated when you promote and advertise the role. If volunteers are required to consistently fill the same shift each week, ensure you communicate this. Doing so will avoid attracting individuals who are unable to meet the requirements of the role and eliminate additional and repetitive recruitment.

Information sessions and group interviews are also an ideal opportunity to communicate role expectations. In addition to providing written guidelines, discussing the requirements and providing opportunities for two way conversation is essential. Inviting experienced volunteers to attend and speak at these sessions can provide applicants with a realistic understanding of the role and expectations. Often having another volunteer explain to applicants the implications of failing to attend a scheduled shift can result in a greater impact than coming from a paid staff member.

On-boarding and Training

Inductions and training are also an important opportunity to discuss and provide clarity around role expectations. For example, communicating the need for volunteers to log on and off for each shift, to use specific equipment or to report a hazard.

In addition to communicating role expectations, it is also necessary to ensure your volunteers can access them at any stage. Providing a volunteer portal or online library of documentation and videos relevant to volunteers is a great way to achieve this.

Clearly communicating the expectations your organisation has for volunteer roles can help save you considerable time. Not only will you be attracting and recruiting the right people who are able to meet the requirements of the role, you will also save yourself time and the stress of managing conflict and people who aren’t the best fit.