High turnover of volunteers at a nonprofit, NGO, community program, etc., usually is not a good thing. But I hear nonprofits often talk about how they don’t want to lose any volunteers, or how they see a large number of volunteers leaving as an automatically negative thing.
No volunteer is forever. People’s lives change: they get married, get divorced, have babies, get new jobs, move, have a change in their health, have new caregiving responsibilities, develop new interests and on and on. Their interests also change: they may decide they want to do something that your organization doesn’t offer – work with animals, develop web sites, mentor young people, do outdoor service projects – and all of those changes are fine and normal.
Absolutely, you should do exit interviews when a volunteer formally quits, and surveys of former volunteers that stopped signing up to help, to find out if there is an issue you need to address. And if you see a problem – complaints about a toxic work environment, or volunteers being asked to do too much, or volunteer burnout – you need to address those.
But some volunteering turnover should not only be expected, it should often be welcomed. Volunteer cliques don’t welcome new members and exclude volunteers that are different than the clique’s status quo – so if you have a lot of long-term volunteers, is it really a sign that you do a great job of supporting and engaging volunteers or is it that you’ve created or enabled an unwelcoming clique of volunteers? How volunteers do what they do needs to evolve with the times: there are approaches that worked previously that don’t now, and new approaches that need to be considered and explored – is your lack of turnover really a sign of stagnation of ideas and methods?
I saw this message posted to social media from someone talking about an event that is staffed primarily by volunteers.
Longtime volunteers feel pride & ownership in what they do (which is generally great). But because they feel ownership, they dismiss any suggestion to change anything they do, even when that would help the event & the organization.
I’ve heard this complaint by managers of volunteers for many nonprofit initiatives, especially animal shelters, thrift stores and rural firehouses. Volunteer ownership is a blessing for the commitment and responsibility it can inspire, but it also can be a curse, for the inflexibility and unwelcomeness it can cultivate.
Maybe it’s not such a bad thing if you lose some volunteers because you introduced more thorough safety policies, or because the volunteers wanted to rally around a volunteer who was dismissed for sexually-harassing clients or other volunteers. Maybe it’s not such a bad thing if you lose some volunteers because you now require them to go through a training to better protect and serve clients. Maybe it’s not such a bad things to lose some volunteers who don’t like your new focus on inclusion and diversity. Maybe it’s not such a bad thing if you lose some volunteers who are opposed to all change and like to say, “But we’ve always done it THIS way…”
Do you think some annual turnover of volunteers at a nonprofit might actually be a good thing? Comment below.
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This is adapted from a blog originally published in January 2003 at the e-volunteerism Journal. I was living in Germany at the time, hence the comment at the start of the blog:
On a recent visit back to the USA, I heard very different opinions about volunteerism from two good friends.
The first said that she will never volunteer again. “I have tried to volunteer for more organizations than I can count. I have tried to volunteer with groups that help animals, with political groups, with women’s groups, and it’s always the same thing: they don’t return my calls, and if they do and they tell me to come in, they don’t care that I’m there once I show up. They don’t want to answer my questions, they look at me as a burden or, worse, as someone that has no feelings at all. I’m just free labor to them, and I’m sick of it.”
Harrumph.
The second friend said she couldn’t get enough of volunteering. Her favorite role has been head of the Parent-Teachers Association at her daughter’s elementary school. “I just love it! I get all this responsibility and respect I’ve never gotten in my job. I feel like I’m really doing something. I feel like I’m making a difference. I love just about everybody I get to work with and, when I don’t, I can still work something out. I just feed off this stuff.”
These two testimonies regarding volunteerism make me wonder if the organizations these two assisted are aware of their feelings. And so I ask volunteer managers reading this to consider: What would people who have volunteered with your organization say about their experience?
Do you know? Do you care?
If anything, these two episodes have made me realize yet again the value of surveying volunteers about their experience, and how easily this can be done using e-mail.
Granted, two people can have very different opinions about the same situation: one person will find my bi-weekly e-mail updates to current volunteers too detailed and too frequent; another will complain that there needs to be more information, sent more often. Still, for the most part, there will be enough similar responses to your questions about volunteering to see trends emerge for your organization.
Informal “Quickie” Surveys
Too many organizations survey only those who have completed at least one assignment with the agency, or survey those volunteers only once as part of some detailed, intensive evaluation program. Those kind of long, involved surveys are indeed important, but just as important are providing plenty of opportunities for current and potential volunteers to offer feedback, however brief, about their experiences at any point in the process.
Here are some suggestions:
Require all volunteers attending a group event to sign out and complete a brief three-question/five-minute survey right then and there before they leave. Examples of questions for group events include:
Why did you come here today?
What benefits do you think the organization got as a result of your service today?
If you could change one thing about your experience today, what would it be?
If you really can’t do a survey on the spot, then at least email everyone and ask them to fill out a quick survey. Follow up with reminders to ensure most volunteers respond.
Conduct “walking around” informal surveys during events and activities. Simply ask volunteers you encounter questions such as “What else would be helpful to you?” or “How would you change what you are doing?” Sometimes these “heat of the moment” questions can elicit more frank opinions than post-event questionnaires, especially from those reluctant to commit to a written response.
Once a year, send out an email to everyone who has ever expressed interest in volunteering and ask them if they did, indeed, volunteer at your organization and, if so, how would they describe the experience? If they didn’t volunteer, ask them what prevented them from doing so.
There are ways to get even more feedback:
Put a notice on the Web page that describes volunteering at your organization, saying: “Have you volunteered with our organization? Tell us about your experience!” This invites feedback from anyone at anytime.
Hand out a brief survey at a board meeting and ask the members three or four quick questions about their volunteering, to be completed in the first five minutes of the meeting. Let members stay anonymous in their responses. At the next board meeting, hand out their answers for discussion.
Conduct exit interviews of any departing volunteers, where possible. Ask the volunteers to evaluate their experience and make suggestions for improvement.
Finding the Right Question
There are questions I like to ask beyond the “what did you like and dislike” traditional queries:
What were your expectations before volunteering and how did your actual experience differ?
What did you learn because of your volunteering?
If you were to tell someone about your experience today, what would you say?
How do you think our organization has benefited from your volunteering?
How have you been recognized for your volunteer efforts at our organization?
How does staff support you in your volunteering with our organization?
Do you feel prepared for your volunteer work here? What else can we do to increase your skills?
These deeper questions may allow you to understand “why” volunteers are reacting the way they are and can surface helpful suggestions for improving your volunteer management system.
Here are sample questions a survey for volunteers at First Night Doylestown:
Did you enjoy volunteering? Would you be likely to volunteer again? How many hours were you on duty? Was that amount of volunteer time What could we have done better to help you in your volunteer position? What was the best thing about volunteering for First Night Doylestown? May we quote you? (we might want to use these comments in our recruiting efforts in the future)
Here are some survey questions that were asked by the Dartmouth University’s Oxbow student volunteer program:
What were your expectations at the beginning of the program? Were your expectations fulfilled? Why or why not? What were the strengths of the program? What was your favorite day and why? What were the weaknesses of the program? What aspects need work? Did you feel well informed and adequately trained? What information or training could we offer new volunteers in the future? Do you plan to continue participating in this program? What information can you provide that will be helpful to future volunteers?
Here is an example of a feedback form from the IVY project of Portland, OR
What would you tell your family and friends about what you did today?
Would you be interested in coming back to Forest Park to help with the Ivy Removal Project again?
What would you tell someone who came to remove Ivy for the first time in Forest Park?
What made the greatest impression on you today?
Do you have any suggestions or great idea to share?
Utilizing the Results
You will need to compile the feedback you receive from volunteer surveys and then share at least a summary with staff and the volunteers themselves. It’s especially important to note how any of the feedback is going to be acted upon in the coming weeks and months.
Just by asking such questions, you are demonstrating to supporters and potential supporters the importance of volunteers to your organization; the follow-up will reinforce that idea even more.
Reader Response Questions:
What are your favorite quick-survey methods to get information from volunteers?
What are your favorite non-traditional questions to ask of volunteers?
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Back in 2012 and 2013, I was one of many researchers in the ICT4EMPL Future Work project, focused on the countries of the European Union and funded by the European Commission. The overall project aimed to inform policy regarding “new forms of work” and pathways to employability that involved online technologies. For this project, I researched and mapped the prevalence of virtual volunteering in Europe and explored how virtual volunteering could support people’s employability. Here my complete final paper. And here is the Wiki I created for the project.
It is time for a new effort to research and map the prevalence of virtual volunteering in Europe. Because now, more than 10 years later, I’m sure the conclusions I found about virtual volunteering in Europe have changed, and it would be great to see what’s the same, what’s evolved, what’s reversed and what new insights have emerged – and see how this compares with past research.
Some of those conclusions from 10 years ago about virtual volunteering in Europe:
Organizations using the Internet to support volunteers, or that had roles and tasks for online volunteers, usually never used the term virtual volunteering. For instance, Germany hosted the FIFA World Cup in 2006 and recruited, trained and supported hundreds of volunteers all across Germany to help with the event; no doubt the Internet played an important role in the screening, training and support for volunteers, however, I could find no reference to activities related to Internet-mediated volunteering for the World Cup (and they also never responded to my emails).
Services where charities could recruit traditional volunteers might have talked about virtual volunteering 10 years ago, yet often did not allow for searches of just online roles and tasks opportunities on their platforms.
Online volunteering schemes come and go; for instance, while Samaritans was profiled for its involvement of online volunteers in the 1990s, as of the time of this paper’s writing, the web site did not note this past involvement, and a page on the site said that such an online program was “coming in the future.” Virtual volunteering activities were cited at a dozen European organizations in the paper – are they still happening?
10 years ago, there was no organization tracking the practice in Europe – or in any country outside of Europe, for that matter. Has that changed?
The research 10 years ago found at least 60 specific examples of organizations in the EU involving online volunteers, or involving online volunteers in the EU. The number of online volunteering opportunities, using a search of the services, was more than 1000, in total. And the research noted that Wikipedia already had contributors from every European country at that time. Excluding Wikipedia, a conclusion can be drawn from the research cited in this paper that there are at least a few thousand online volunteering opportunities available from organisations in Europe.
Spain was, by far, the country with the most virtual volunteering roles and tasks for volunteers, across a few hundred NGOs, and had a deeper history regarding digital volunteering than any other European country, by far. The UK, which was in the EU at the time, came in a distant second.
Far in the distance in terms of virtual volunteering, and well behind rates in Eastern European countries, was France – in fact, the lack of virtual volunteering materials in French was particularly shocking to me. I could find NO such materials in Europe – the few I found were in Canada. I so hope that’s changed in 10 years!
If you are looking for a research project idea, I highly recommend you take a stab at researching and mapping the prevalence of virtual volunteering in Europe – or even just one country in Europe. Or break entirely new ground: India? Certain countries in Africa? I will be happy to turn over all of my materials to you to help you in your research. I’m also happy to write a letter of endorsement if you want to shop this project around for funding. Contact me and let me know your full name, share your LinkedIn profile or another online profile where I can see your professional connections and research to date, let me know the kind of research you have in mind, etc.
Why am I not interested in doing this research myself? Both because I lack any funding to do this and also, I would really like to read someone else’s research!
If you are doing any research regarding virtual volunteering, or if your agency or organization is considering virtual volunteering as a path to helping people become more employable, check out the Last Virtual Volunteering Guidebook: Fully Integrating Online Service Into Volunteer Involvement. This is the most comprehensive resource anywhere on working with online volunteers, and on using the Internet to support ALL volunteers, including those you might not think of as “online” volunteers.
If you have benefited from this blog or other parts of my web site or my YouTube videos and would like to support the time that went into researching information, developing material, preparing articles, updating pages, etc. (I receive no funding for this work), here is how you can help.
I’m reading materials about making volunteering more accessible for people with disabilities and my repeated thought as I read is These are great suggestions for ALL volunteers! There’s no reason to do this JUST with people you think might have disabilities!
Below are excerpts from various publications I’ve been reading that show what I mean: Some have been slightly edited for clarity (substituting one word, for instance). Don’t just do these with people who have disabilities – do them for ALL OF YOUR VOLUNTEERS:
Make sure that anyone who works with volunteers with disabilities always asks if there is anything that can be done to accommodate their needs. (Me: do this with ALL volunteers, not just those with disabilities).
Regularly ask volunteers is they are having any challenges carrying out a task and ask if some accommodation or different task would make the volunteer’s involvement easier.
Encourage a culture of watching out for volunteers while they carry out their assignments and making sure that their needs are met.
Regularly ask volunteers if they are having any challenges carrying out a task and ask if some accommodation or different task would make the volunteer’s involvement easier.
Formally adopt a policy that states that it is the right of your volunteers to ask for and receive alternative tasks or accommodations. Make all volunteers aware of this policy.
Adopt a formal policy that states that your organization will do a regular review of its volunteer recruitment and management procedures and practices to ensure that the organization’s needs are being met and that no group of people is being excluded.
Review the time commitments and schedules attached to your volunteer positions to see if there is a solid rationale for them.
Make it part of your volunteer management approach to adapt roles to volunteers and not volunteers to roles.
Regularly talk with volunteers to get an idea of what it is actually like to volunteer for your organization. If some volunteers have fixed time commitments, ask them if there is a better way to organize their work than the way you do it now. That is, ask if they would prefer a more flexible schedule.
Formally state in a written volunteer policy that volunteers will be assigned tasks based on their capacities and abilities and will be accommodated reasonably to carry them out.
When assigning tasks that are done every year (e.g. duties in an annual fundraising campaign), look at the health status and other factors of each volunteer before automatically assigning them the same tasks that they have “always” done. Consider alternative assignments where necessary.
Ensure that volunteer managers speak with volunteers before organizing an annual work plan and verify the volunteers’ ability and availability to do the same jobs as in previous years.
Ask volunteers what barriers they have encountered with your organization and how they have overcome such (if they have).
If you do interviews with candidates for volunteering, send the candidates the questions you are going to ask BEFORE that interview.
During an interview with a candidate for volunteering, plenty of time should be given for the volunteer to answer the questions, as some people might need more time to think about what has been asked.
During the interview, you may want to ask the candidate what support, if any, they feel they might need when volunteering. This is beneficial to both the organization and the volunteer so that any support needed can be planned and arranged before the volunteer begins the assignment.
It is very important that those that will support the volunteer meet with the volunteer before any volunteering begins. This will allow both people to decide if they are happy to work together and it is also a chance to get to know each other.
People have said they would prefer a trial period of 2 months. After the first month, at their supervision meeting, you should ask the volunteer if they are happy to go on to the next month.
You should feel comfortable in being able to say honestly what is working well and what, if anything, could be better.
Again – these tips were written to help staff work better with volunteers with disabilities, but the reality is that these are great tips for supporting and managing ALL volunteers.
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I have been uncomfortable for many years with the lack of guidance about the specific discrimination black volunteers and black professional humanitarian workers face when they go abroad. I’ve seen the discrimination, firsthand: at airports, in restaurants, in shops and even on the streets in countries all over the world without many black residents – including Germany and Afghanistan. And I’ve heard so many first-hand horror stories from humanitarian colleagues about what they’ve experienced. Yet, when I’ve tried to find guidance on how to be an ally or guidance for people experiencing discrimination, I’ve found nothing.
So I was impressed that the Peace Corps starkly and specifically acknowledged this situation and was frank about just how much harder it can be for black volunteers – specifically for Ukraine, but the reality is that this warning would be valid for a variety of countries where the Peace Corps has, or used to, place members, including Russia. The Peace Corps recommends that the Black volunteers react to racism in various ways depending on the situation, choosing to “remove themselves” from the situation for their own safety, get help from other volunteers or staff, or practice and explore self-care or coping strategies. It’s similar to the recommendations for women humanitarian workers – or women travelers: when you are in a country where you may not be respected, you’ve got to be prepared to deal with ugly comments and ugly situations and you won’t have the resources you have in the USA (not that law enforcement in my country always takes a woman’s safety concerns seriously, but I digress).
This article in the Atlanta Black Star says “Some have rebuked the Peace Corps for not doing more to protect Black volunteers.” One person tweeted that the Peace Corps shouldn’t send black Americans “to a place like this where you know they’ll be racially abused” and claimed that the Peace Corps was placing “the burden of educating racists” on the shoulders of Black members.
I think it would be a terrible shame if the Peace Corps didn’t send black Americans to Ukraine or anywhere in Eastern Europe or Asia or anywhere else where there is not a large black population, or if the United Nations didn’t send black African professional humanitarians to Afghanistan or elsewhere in Asia and on and on. Absolutely, people need to be safe, and there has to be a consideration for what specific challenges an African, a woman, a trans person, a person of a particular nationality, and others may face in various countries – and it may mean not sending a great candidate somewhere because the security situation is just too tenuous for the person, specifically. But while the Peace Corps’ primary mission is to empower communities in underserved parts of the work, the corps is also intended to promote mutual understanding between citizens of the USA and foreign peoples. Black Americans are a part of the rich fabric that makes up the USA. You cannot understand this country without experiencing its very specific forms of black culture.
I’m going to continue to do all I can, including abroad, to be an ally. I stumble, sometimes I flounder, often I misstep, but I’m going to keep trying. And I hope everyone else will too, not only for Black Americans but for any person who might be targeted for insults, harassment, abuse or violence.
I’m also going to continue to try to encourage people, especially women, to travel abroad, while also offering realistic safety recommendations (and I’ve been criticized for my recommendations by women travelers who say they have never experienced any problems and I’m being alarmist. Sigh.).
When your perceived race, sexual identity, religion or nationality can put you in danger in a region, you have every right to know of the specific dangers you might face, and you have every right to reconsider going to that region. And when you feel insulted anywhere, you have every right to choose how you are going to react, based on what you think is the appropriate thing to do.
I know if I made a list of everything that has been said to me by local people where I’m living or working, targeting me as a woman or as an American, I would scare a lot of folks from traveling abroad. Sometimes, I have pushed back: I’ve sometimes expressed anger, I’ve sometimes expressed hurt feelings, and I’ve sometimes just walked away – it depends on how safe I feel and what I think the consequences might be. It’s all my choice to make. I hope that my reactions have sometimes helped to change some local people’s minds – but I can only do so much.
What do you think of its advisory to applicants about racism they may face? Share your thoughts in the comments.
For those who think the Peace Corps, or any other volunteering abroad or humanitarian agency, should “do more” to “protect” black volunteers & humanitarian workers, what would that look like? Share your thoughts in the comments.
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Please, no more workshops called how to recruit and retain volunteers. Not unless each is about six hours long. Because to recruit volunteers is one function, but to retain volunteers – to keep volunteers beyond just a few days or weeks, to prevent sudden and frequent turnover – requires doing well in all aspects of effective volunteer engagement, and those aspects can’t be taught in an hour or two.
And I believe that all of those functions frequently and regularly intersect – you cannot think of them as entirely separate activities.
If you aren’t retaining volunteers, if volunteers are leaving before they even start a task, or they are leaving soon after joining, the reasons probably lie in one of these three areas:
they signed up to help but there was a big gap between that time and when you held your first meeting with them or got them started on a task,
they did not have realistic expectations or understand what you expected because roles and tasks weren’t in writing, or
they did not feel adequately supported or prepared for the volunteering role.
Another big reason for volunteers leaving is that they do not feel appreciated or that their service doesn’t seem to really be of value. I count that under support for volunteers, but you could certainly do an entire workshop just on that aspect of effective volunteer engagement (I certainly could).
Of course, the only way to know for sure is to ASK VOLUNTEERS WHO LEFT.
The principles of effective volunteer engagement, including identifying appropriate roles and putting them in writing, onboarding volunteers quickly and providing appropriate and regular support for volunteers are the basis for the recommendations detailed in The Last Virtual Volunteering Guidebook: Fully Integrating Online Service Into Volunteer Involvement. This is the most comprehensive resource anywhere on working with online volunteers, and on using the Internet to support ALL volunteers, including those you might not think of as “online” volunteers.
If you have benefited from this blog or other parts of my web site or my YouTube videos and would like to support the time that went into researching information, developing material, preparing articles, updating pages, etc. (I receive no funding for this work), here is how you can help.
Sinet Chan of Cambodia shared her lived experience in a Cambodian orphanage, where she was placed when she was 10 years old after her parents died of AIDS in a presentation, about 7 minutes, that was given as a part of the “Beyond Institutional Care: Rethinking How We Care for Vulnerable Children” conference addressing the issue of care reform.
While at the orphanage, she was “badly neglected.” The orphanage was set up to attract foreign volunteers and donations, but the children rarely benefitted from this – children were denied food, medical care and education. She and other children were forced to do manual labor, and she and other children were regularly raped.
Sinet Chan’s own words are so powerful:
During this time, we had many volunteers and donors coming and going. We would always entertain them, singing them a song, and playing games with them, to encourage them to donate money… the volunteers were nice people trying to help us, but now I realize it was a form of exploitation: using children to generate funding.”
All the other children in the orphanage – they all had parents who were alive and they missed their families… all the coming and going of the volunteers and visitors then compounded our feelings of loss and abandonment. The love and affection we feel from the visitor initially feels nice. Some visitors and volunteers would come for one day, some for a few weeks, and some for six months or more. It was always very traumatic when it was coming time for them to leave. We would be very (unintelligible) and cry a lot. I think it is a trigger memory of the loss and separation we have all suffered already. Having adults coming in and out of our lives feels like we were constantly being abandoned. They would always say they were coming back but, they never come back.
I think the uncomfortable truth behind the reason why white people feel like they need to participate in voluntourism is they have a white savior complex. The white savior complex is caused by the unconscious belief in the incompetence of the people they are trying to help. That belief justifies why they feel they must come and do it for us, like building our house, digging our wells, saving our children…
So, in order to combat voluntourism white people must examine their unconscious bias and learn how to be a white ally instead of a white savior.
Well before the COVID-19 pandemic, nonprofits, NGOs and other organizations that involve volunteers were leveraging a variety of tools to communicate with those volunteers, and understood that ALL volunteers are, at some point, remote: even if all of their volunteering service is provided onsite, much of the communications with them happens when they are in their homes or work places. For organizations that were relying solely on onsite meetings, physical bulletin boards in the break room and paper letters and paper newsletters, the pandemic meant they had to quickly catch up and implement new ways of keeping volunteers informed (not to mention engaged) and to hear back from those volunteers regularly.
How do you effectively communicate with volunteers remotely? It takes much more than email – though email remains oh-so-important:
Have a web site that has all the info current volunteers need. Absolutely, you need information on your web site to entice new volunteers and a way for candidates to express interest in volunteering via that web site, whether via an application they can submit online or an email address of your manager of volunteers. But current volunteers also need information from your web site: the list of current staff members, the profile of your executive director, the history of your organization, evaluations of your programs, the latest news about your organization, etc. Volunteers need to have that central place they can go to for reliable, complete information about the program they support.
Keep your social media up-to-date & encourage volunteers to follow your accounts Your Facebook, Twitter, Instagram, YouTube and other accounts shouldn’t be focused on just encouraging people to donate money; your social media channels should have regularly-updated information about upcoming events, the results of events that just happened, breaking news about your organization, etc. Your social media audience includes your CURRENT volunteers, and they need to be kept up-to-date about what’s going on so they can properly represent your organization while they are volunteering. Your social media should also talk about the cause: a nonprofit theater should be posting about how students involved in performing do better in school, a nonprofit animal shelter should be posting about studies that show how a family’s health can improve if they have a dog, etc. Again, this helps volunteers become better advocates for your organization, including in casual conversations with friends and colleagues.
Building a team culture among remote workers Coming together face-to-face, in the same room, does not automatically create team cohesion and a strong sense of team. Yet, many people think having online meetings automatically means it’s difficult for staff to have a strong sense of team. People feel a part of a team if they feel heard and included, whether online or off. And they will attend meetings and pay attention to those meetings if they feel the meeting is relevant to their work – on or offline. This resource offers ideas for live events, asynchronous events & activities that can build a sense of team among remote workers.
Recognizing Online Volunteers & Using the Internet to Honor ALL Volunteers Recognition helps volunteers stay committed to your organization, and gets the attention of potential volunteers — and donors — as well. With the Internet, the Cloud, cyberspace, whatever you want to call it, it’s never been easier to show volunteers — and the world — that volunteers are a key part of your organization’s successes. This resource provides a long list of suggestions for both honoring online volunteers and using the Internet to recognize ALL volunteers that contribute to your organization.
If you want to learn even more about how to leverage online tools to communicate with and support volunteers, whether those volunteers are mostly online (virtual volunteering) or they provide service mostly onsite at your organization, and to dig far deeper into the factors for success in supporting online volunteers and keeping virtual volunteering a worthwhile endeavor for everyone involved, you will not find a more detailed guide anywhere than The Last Virtual Volunteering Guidebook. It’s based on many years of experience, from a variety of organizations. It’s available both as a traditional print publication and as a digital book.
If you have benefited from this blog or other parts of my web site and would like to support the time that went into researching information, developing material, preparing articles, updating pages, etc. (I receive no funding for this work), here is how you can help.
One of the many, many things I loved about working at nonprofit theaters and at newspapers, before I started doing what I do now… whatever that is… was the constant striving in each of those environments for perfection with each production and each publication, along with the team ownership when mistakes happened. Our goal with every stage show or every newspaper was for it to be flawless – and it never was. But after every show or every publication, we made a list of everything that went wrong and looked for ways to prevent it in the future. And we bonded over that effort. In fact, we often bonded over mistakes.
Were angry words said? Did tempers flare? Absolutely. But there was, ultimately and in most of those places where I worked, a belief that everyone was doing their best and that we all needed to support each other to be successful. There was also a belief that, at some point, each and every one of us, from the star on the stage to a volunteer usher, from the executive editor to the typesetter, and everyone in between, would make a big mistake we would all have to address in some way. If you work with humans, that’s just how it is.
I’ve not worked in an environment like those in decades, I’m sad to say. Most of the workplaces I’ve worked in since have been focused on blame and shame, as though there is a way to avoid any misstep 100% of the time, and any mistake is because of a person’s recklessness or laziness.
I thought about this as I re-read Meridian Swift’s excellent blog from 2020, Thanks to the volunteers who lied, stole and created havoc. It’s a fantastic take on how to view mistakes by staff – and not just volunteers. But as I wrote in the comments section of her blog,
Sadly, when these things happen, senior management isn’t as “thankful”, and wants answers as to how this volunteer “got through” (even if they made you scale back the screening you wanted to do of new volunteers that might have set off some red flags had you been able to use it with all volunteers) and reprimands the manager of volunteers per a belief that all problems are 100% preventable.
And it’s not just a senior management approach regarding mistakes with volunteers – it’s one many also have regarding all employees and consultants.
When a mistake is made at your organization, here are some things to consider:
What did this mistake cost the organization, your clients, and/or any one staff member or group of staff? Was the cost in terms of money, time or public relations? How much time and money will it take to address the issue?
Was the mistake made by inexcusable negligence or inappropriate behavior, or was it one person’s or a team’s misjudgment, a misstep, or quick decision that the person or team wouldn’t have made had they given it more thought? Is the person primarily responsible overworked? Do they need better support?
Can the staff member, and the entire organization, learn from this mistake and prevent it in the future?
Explore and weigh the answers to all of those questions before you take action, so that your reaction is truly proportional to what’s happened and why. Always remember the human on the other end of your tirade, and that once something is said, it cannot be unsaid. Remember that people can improve with time and support – you yourself have, haven’t you?
If you have benefited from this blog, my other blogs, or other parts of my web site and would like to support the time that went into researching information, developing material, preparing articles, updating pages, etc. (I receive no funding for this work), here is how you can help.
I also note that most of the reasons in that list are, in fact, appropriate reasons to volunteer locally, in your own community or region, and why that is.
I also address on this page the pushback comment I often get when I make such a list: “Oh, then volunteering abroad should be ONLY for the privileged?!?”
I’m tired of seeing volunteering, locally or abroad, that’s more focused on volunteers and their feelings and personal needs and ambitions than on the people and communities to be served.
I’m tired of seeing local people excluded from decision-making and participation that is supposed to positively affect their lives. Because I’m tired of seeing the remnants of white colonialism and supremacy present in volunteering and other nonprofit/NGO activities. Because I loathe vanity volunteering (volunteering that’s all about the ego of the volunteer).
I really do want volunteers to help, not hurt.
There are lots of links on the page about how to approach volunteering abroad ethically, and where to find credible programs, as well as links to all of my posts against unethical voluntourism, vanity volunteering, etc.
And if you disagree with what I’ve written, by all means, comment below (but please read the ENTIRE page first), or write your own blog or web page and then contact me and let me know the link. I’d like to read your thoughts.
If you have benefited from this blog or other parts of my web site and would like to support the time that went into researching information, developing material, preparing articles, updating pages, etc. (I receive no funding for this work), here is how you can help.
