Volunteers: The Good, The Bad and The Ugly...
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- Maximilian Poole
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1 Volunteers: The Good, The Bad and The Ugly... Volunteers Are Awesome! - Except when they re NOT... Before you toss out that volunteer or pull your hair out dealing with him/her take a moment and determine if the challenge with the volunteer : Takes him/her out of their comfort zone Does not meet the volunteer s skill set Involves a character issue with the volunteer Be very direct with what presents as a challenge. (Comfort Zone) Maybe this person is not good on the front line because they have a strong personality and they are not as patient as they need to be with clients. Many times these volunteers are far more valuable garnering donations.
2 (Skill Set) Not everyone is great with record keeping or has strong computer skills... BUT - Everyone does have something to offer! If the volunteer has a different view of himself/herself, give gentle hints and praises on strong suits and lead toward duties that are conducive to skill sets. (Character Issues) The most difficult challenges involve character issues. The rule is to take these issues head on - without the tendency to be passive /aggressive. Certain issues CANNOT be tolerated in an agency: Gossip Judgemental behavior Validation of bad behavior I can jump the line at the Mobile Food Pantry, because I m a volunteer... I can receive my food earlier then pantry hours, because I m a volunteer... That s my friend, I gave her extra, because I m a volunteer... The most effective way to deal with character issues is to have strict policies and procedures that need to be followed to remain a volunteer. It is very important that
3 these policies be universally accepted, no exceptions made for some and not others. ie: you can t have a super volunteer who discusses politics and gets away with it, but a weak volunteer who is called out on it. Policies also tend to wean out the volunteers with an agenda ie: Policy - Mobile Food Pantry Volunteers MUST be the last served. Anyone who is there to enjoy the early fruits of the labor will be discouraged from volunteering, as long as this policy is enforced. There have to be zero tolerance for instances that include: Violence Thievery Discrimination Inappropriate Sexual Attention Unsafe actions Once you identify the challenge. Approach the person directly and in private. Describe the Policy or Procedure that was violated. Explain that this behavior is not acceptable and leave with the volunteer understanding that your expectations include this not being repeated.
4 Sometimes it also helps to look at the flip side of the situation, from the volunteers view. Author Carey Nieuwhof wrote a great piece called: 7 Questions Every Volunteer Asks But Never Says Out Loud Look these questions over and ask yourself - WOULD YOU VOLUNTEER FOR YOU? 1. Is this really about the mission? 2. Are the relationships around here healthy? 3. Will serving help me grow spiritually? 4. Am I just a means to an end? 5. Will you help me develop the skills I need? 6. Are you organized? Or are you going to waste my time? 7. So, am I signing up for life? Sometimes it s not the volunteer who is toxic, but the environment of the agency. Have your Board or group ask without prejudice: Does your agency adhere to the mission? Or is this more like a social club? Do you have set standards - in writing - that are understood and accepted by everyone? Are volunteers feeling the love - or are they just a means to the end? Are there groups or cliques in my agency? There s no shame to some housekeeping.
5 Volunteering is a two way street! When I feel like pulling out my hair, the two quotes below tend to center me - Lori Caso No one is useless in this world who lightens the burden of another. - Charles Dickens Charity Doing something out of kindness for someone you don t know and expecting nothing in return. - Robert Clancy
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