F.A.Q. for Managers of Volunteers
Volunteering England has a wealth of information available for people who manage volunteers
Please click on the logo to access the Good Practice Bank.
Here we cover some basic questions for people new to Volunteer Management. Your local Volunteer Centre will be able to help with example documents and may have reference books and leaflets you can use.
Most Centres also run Volunteer Managers' Forums which are open to everyone.
For current training opportunities please click here.
The Useful Links page has a wealth of information on the subject.
Is it essential to have a volunteer manager/co-ordinator? Our group is very small
Is a task description a good idea?
How should I respond to a volunteer's offer to help?
Is it a good idea to use an application form for volunteers?
Should volunteers be interviewed?
Should references be requested? What about CRB checks?
What could a volunteer's information pack include?
How should new volunteers be welcomed?
Should volunteers be offered out-of-pocket expenses?
Can voluntary opportunities be open to people who are recovering from mental ill health or have a disability?
Can people volunteer without it affecting their state benefits?
Should volunteers covered by insurance?
What are the Health & Safety issues for volunteers?
Should Risk Assessments be carried out for volunteer activities?
Is it essential to have a volunteer manager/co-ordinator? Our group is very small
Yes, it's really important that someone takes this responsibility. The group has to decide who will undertake the role and be sure that everyone is aware of their contact name and phone number. It is amazing how often this doesn’t happen. Some organisations may be large enough to have a dedicated Volunteer Co-ordinator whilst other smaller groups rely on an established volunteer to carry out this role.
The most important task for a Co-ordinator is to show support for volunteers. If they are valued, appreciated, receive regular contact with the group and have the necessary preparation to equip them to do the work, then they are more likely to stay. A simple “thank you” is worth a lot! Make time to have a private chat with your volunteers on a regular basis to check that they are happy with their role, and maybe discuss how the role could develop in the future.
Is a task description a good idea?
It is worth noting that the term “job description” should not be used in connection with volunteering. Any terminology that indicates that there might be a contract of employment can lead to legal problems, so take care!
There are varying opinions expressed as to whether a task description is appropriate for a voluntary job. It can seem a bit over the top, but laying down some boundaries can be very worthwhile. Is there enough work for a volunteer to do or is there too much? What exactly will they do, and where, when and how? What skills do volunteers need to do the job?
Volunteers themselves often appreciate the formalities of having a description, or at least some written guidelines. It shows that the group has seriously considered their role and has clear policies regarding their contribution.
How should I respond to a volunteer's offer to help?
Quickly! Once someone has shown an interest in becoming a volunteer, it is vital that this offer of help is followed up very promptly. If this doesn’t happen then he/she will look elsewhere or lose interest completely. Remember that the choice of voluntary opportunities is huge, and yours is just one of the many options.
A phone call is by far the best way to respond initially, (or if this is really not possible - a personal letter or email). This initial stage is one where many groups fall down - and yet it is the most obvious.
By responding quickly, and in a personal way, you can show that the organisation is friendly, well organised and appreciative of the offer of help. A welcoming chat gives you the chance to explain the procedures involved in joining the group, and the reasons why there may be delays (application forms, references, waiting for the next training course etc). Once the reasons are known, then there usually isn’t a problem, and you’ll retain the volunteer's interest.
Is it a good idea to use an application form for volunteers?
Records of a volunteer's name, address and phone number will be needed, if only so that you can get hold of them in the future. A simple form is generally sufficient. Just be aware that some volunteers’ literacy skills may not be good, and it could be off-putting to ask them to fill in a form.
Should volunteers be interviewed?
It may be too formal for your group to call it an interview. An informal chat may be more appropriate – it’s really important that the potential volunteer feels at ease. It is best to have a standard set of initial questions that you ask everybody, adapting subsequent questions to suit a particular volunteer. This will satisfy an Equal Opportunities Policy and leave less of the decision, about the applicant's suitability, to a “gut reaction”. The venue for an interview needs to be considered. An uninterrupted conversation will be necessary, away from other people, but at the same time you shouldn’t be entirely on your own.
The first meeting with a potential volunteer is an excellent opportunity to find out what skills and interests the person has to offer. Finding a match between their interests and your requirements is the key to a successful voluntary placement. You may be looking for someone who already has specific skills, or for someone you can train in the work of your group. Having a checklist of skills and experiences enables a fair selection procedure, and is a useful tool if you have to say “thanks, but no thanks”. Selection of suitable volunteers for your organisation is vital – you have standards to maintain and other staff/volunteers to consider. Most importantly, you also want the volunteering relationship to work for the volunteer so that they stay with you.
It would be a mistake to take on just anybody simply because you are desperate for volunteers. BUT … don’t reject a volunteer just because their skills are not exactly what you had in mind initially. Try to think creatively and laterally - maybe he/she could bring something new to the organisation. Having a variety of skills is refreshing and could develop the work of the group. If you definitely decide that a potential volunteer is not acceptable for ANY job in the organisation, then you have to address this situation with tact. Nobody likes to be rejected, especially from voluntary work. If the applicant has skills that you know would be welcomed by another organisation, then it is best to make a referral back to the Volunteer Centre, or straight to a Volunteer Co-ordinator in another organisation.
Should references be requested? What about CRB checks?
Asking for the names of 2 referees is becoming standard practice in many voluntary organisations. A relative, or someone under 18, is not acceptable as a referee. Preferably a referee should have known an applicant for at least 1 year. Where volunteers are going to have substantial 1:1 contact with vulnerable people it’s necessary to ask about criminal convictions (including those which are considered spent). Check out the Vetting and Barring page for the latest information. References and CRB checks are fine but there is a danger in relying too much on them - negative results can give a false sense of security. There can be no substitute for good supervision of volunteers if they are working with vulnerable people, or otherwise in positions of trust.
What could a volunteer's information pack include?
Many organisations produce information packs for new volunteers. The content of such packs will vary tremendously from group to group - you must decide what is appropriate for yours. Maybe you’ll want to send out a small pack for potential volunteers and add more documents when they eventually join you. Don't overdo it! This list may help you decide which are the most important for your group:-
- A brief description of the aims of the organisation
- Who does what
- Name / contact details of the person responsible for volunteers
- A volunteer task description
- Volunteer guidelines / rights & responsibilities
- Examples of paperwork e.g. expenses claim form
- Volunteering Policy / Volunteers Guidelines / Volunteers Charter
- Volunteering Code of Good Practice (Dacorum Compact)
- Details of support meetings / social gatherings
- Information leaflets on the work of the organisation / project
- Recent newsletters
- Health & Safety Policy / Guidelines
- First Aid & Fire Precautions & Procedures
- Confidentiality Statement
- Complaints Procedure
- Equal Opportunities Policy
- Some form of identification badge / card
- A volunteer agreement form
- Annual Report
How should new volunteers be welcomed?
Not being made welcome was one of the reasons given by volunteers for leaving projects within the first few weeks.
It’s important to take a step back and see the organisation from a newcomer's viewpoint.
- Are you and your current team welcoming to new volunteers?
- Do you show them around and introduce them to colleagues & other volunteers?
- During their first visit, will they gain some knowledge of what you do, who does what and where, and how they might fit into the picture?
Part of a volunteer’s introduction / induction might include shadowing another volunteer. This can be a useful way of integrating a new person.
The first few weeks are very important - once a volunteer begins to feel part of your team, then you are much more likely to retain him / her. An informal chat, soon after someone starts, is a good idea. It gives both you and the volunteer an opportunity to sort out any questions or problems.
Should volunteers be offered out-of-pocket expenses?
Groups or organisations which are funded should offer volunteers out-of-pocket expenses e.g. for travel, meals whilst volunteering. If this isn’t part of the organisation’s current practice, then it should be something to aim for. Make sure a volunteer expenses budget is included in future funding applications and as a budget heading in the accounts. Not offering expenses is an equal opportunities issue. It means that your group is discriminating against people who cannot afford to volunteer. What’s more, you’re missing out on potential volunteers!
To give volunteers their actual out-of-pocket expenses is recommended good practice, but anything over and above that can cause considerable problems in terms of tax and benefits, depending on the volunteer’s circumstances. It can also create a situation where the volunteer, in legal terms, becomes an employee with all the associated rights. Beware! You could be seen to be employing them on less than the minimum wage.
To make life easier it’s a good idea to have a standard expense claim form, which is given to every volunteer. They should attach receipts/bus tickets etc. to the form as proof of expenditure. If volunteers don’t want to claim, then they can always donate their expenses back to the organisation. You need to budget as if all volunteers would claim - in that way you get a true picture of the cost of your project.
In some instances it may be necessary to “re-imburse” in advance. The circumstances for this and for reimbursement for non-standard expenditure should be explained in the Volunteers Guidelines/Handbook.
Can voluntary opportunities be open to people who are recovering from mental ill health or have a disability?
All volunteers need some support, but can you offer voluntary opportunities to people who may need a little extra help so that they can become active members in your group? If you can, then the volunteers can benefit by increasing their self-confidence and self-esteem, and the group as a whole will benefit from their input.
You need to address the practicalities of supporting volunteers with extra support needs. Equal Opportunities is all about being adaptable and flexible, and most importantly not making assumptions about what people can and cannot do. When considering disabilities and barriers to volunteering, there is a tendency to think of wheelchair accessibility, and whereas this is very important, there are other, less visible support needs, which should also be considered.
People who experience barriers to getting involved in community activities can be supported on an individual basis by some Volunteer Centres in Hertfordshire. Check this out with your local Centre.
Can people volunteer without it affecting their state benefits?
There is a lot of confusion around volunteering and benefits! For people on benefits (Job Seekers / Incapacity Benefit) there is a need to inform Jobcentre Plus before any volunteering starts. There is currently no time limit on the number of hours you can volunteer, but beware, interpretation of the regulations can be variable. Please click here for more details.
Should volunteers covered by insurance?
It is part of an organisation’s “duty of care” towards its staff, volunteers and clients to provide proper insurance cover for their activities. Generally, groups have Public Liability and Personal Accident Policies. Professional Indemnity insurance will be required for groups offering advice to the general public.
Volunteer drivers need to notify their insurance companies that they are using their cars for voluntary work. Most insurers do not increase the premium for this activity, but there are a few that do. It’s worth shopping around.
What are the Health & Safety issues for volunteers?
The ultimate responsibility for Health and Safety lays with the governing body e.g. management committee of the organisation, although a staff member may have a day-to-day delegated role. The Health & Safety Act, 1974 covers health and safety of employees and others using an organisation’s premises and equipment, and this includes the public and volunteers. Organisations have to do as much as is “reasonably practicable” to ensure the health, safety and welfare of all their staff, both paid and voluntary. Nothing can be risk free, but there is a legal requirement to identify, eliminate or reduce risks by careful management, including regular review of procedures, and appropriate training. Staff and volunteers are also expected to take reasonable care of their own health and safety.
Should Risk Assessments be carried out for volunteer activities?
Organisations are required to carry out risk assessments on all their activities. This is a legal requirement under the Management of Health & Safety at Work Regulations 1992. The Volunteer Centre can give you an example of a Risk Assessment form.
In small organisations, with straightforward operations, a member of staff or committee member can carry out the assessment. In bigger and more complex organisations, with more hazardous activities, expert advice will be needed and there must be written records of any significant findings on risk assessments. Although this is not a legal requirement for small groups, it is recognised as good practice for all organisations, regardless of their size, to keep records of the risks and what is being done to minimise them with a timescale for actions.