As I’ve said before on my blog, so much of my recommendations regarding volunteer engagement come from my own experience either managing and supporting volunteers or being a volunteer – or trying to volunteer – myself, as well as from feedback from people that volunteer – or try to volunteer – themselves.

Here’s another example:

I have done a volunteering gig three times where I spend the night at a church that serves as a temporary overnight shelter for three families experiencing homelessness. The families are enrolled in a program by a nonprofit in the county where I live. My liaison is the church that is in charge of recruiting volunteers for that week of the shelter. My role in these three times I’ve volunteered: I show up at 7:45 p.m., I may or may not interact with the families, who start arriving at 8 (it depends on what they and their children want – not everyone is in the mood to socialize, including the kids), the families retreat to their rooms at 9, I set up my cot and lock things up with the other volunteer, read or play on my computer for an hour, then it’s lights out at 10. At 6 a.m. or so, the volunteers get up and, at 6:30, we knock on the doors of the families with a hearty and, no doubt, terribly annoying “Good morning!” The families need to be out by 7 a.m. and we lock up and leave.

90% of my volunteering is sleeping. How cool is that?!?

Anyway, here’s an email I sent to the organization that works with these homeless families and oversees the churches that recruit volunteers to support their program, with some editing to protect identities because I am NOT trying to shame anyone. I sent it more than a week ago:

One of the problems with involving volunteer management consultants as volunteers is you get emails like this…

I appreciate so much the opportunity to volunteer to support the ORGNAMEREDACTED temporary family shelter at the NAMEREDACTED Church here in COMMUNITYWHEREILIVE. Last night was my third time being a volunteer host. I’m sorry my schedule doesn’t allow me to do it more.

However, I’m surprised that volunteers don’t receive an email followup from ORGNAMEREDACTED at some point early on to ask if they have felt prepared for the role, how things have gone in their volunteering experiences, if we are facing any challenges, how the program might be improved, what we like most about the experience, if the experience has affected how we view homelessness, etc.

Volunteers usually won’t provide feedback, even ask a question, unless they are specifically asked for such. Just because an organization might not be hearing of any challenges or problems or suggestions doesn’t mean they aren’t there. 

I also am surprised no one from ORGNAMEREDACTED has reached out to volunteers about other ways to support the organization, how to get program updates, etc.

Again, I appreciate so much the opportunity to volunteer to support the families in your program and hope my comments are accepted in the spirit of helpfulness.

Are volunteers happy? Are clients happy with volunteers? Are volunteers facing any challenges? Is there a regular/ongoing issue that might need to be addressed? Are volunteers doing what they should be doing? Is there something that needs to be improved regarding this program? Is there anything going on beyond a shift being staffed – is there a better awareness about issues around homelessness? There is NO WAY for this organization to know the answers to any of these questions because they’ve never asked their volunteers – and if they are assuming that volunteers will speak up without asking, they are mistaken (I’m one of the few exception to that rule).

There are a number of ways the organization could respond to me:

• A defensive message about the workload and stress the organization is under that prevents them from reaching out to volunteers and inviting their feedback after shifts

• A defensive message that says I should have taken this up with the church liaison and not the actual organization, that I shouldn’t have put this into an email, etc.

• A defensive message that says that there is a statement on page such-and-such of the notebook of support materials for volunteers on the table next to the coffee machine at the church that is currently hosting the shelter that clearly states that volunteer feedback is welcomed and how to submit it.

• A defensive message that implies I’m an unhappy volunteer and, therefore, perhaps this isn’t the right opportunity for me

• A thank you message, but no other feedback

• A thank you message that also asks me for advice on how they could implement such a feedback system that wouldn’t be a time or financial burden on the organization

Predictions?

Perhaps this organization involves volunteers just to get tasks done. What a shame.

Also see:

• No complaints means success?
• Volunteer management is community engagement
• Missed opportunity with #volunteers: “No one ever asked me for my name. They didn’t have a sign in sheet.”
• “If no one is complaining, we don’t have to change how we do things”
• Creating a Speak-up Culture in the Workplace
• With Volunteers, See No Evil?
• Volunteer (mis)management at schools
• How to get rid of volunteers
• Latest moment of volunteer management madness
• Safety of volunteers contributes to a shelter closing
• What you say vs. what you do re: volunteers
• Is your organization a buzz kill?
• How to handle online criticism
• What is impressive, what is not