Not Difficult Volunteers… Difficult Situations How to manage your volunteer staff with fairness, kindness, humor and professionalism.

What? Me, have difficult

volunteers?   I am feeding the hungry

  I am helping the poor

  I am assisting those in need

  I am providing shelter

  I am organizing events to benefit others

  I am…

  I am…

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What is the ‘typical’ volunteer?

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What is the ‘typical’ volunteer working for your organization?

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Volunteers come in all shapes and sizes, ages, life

experiences, needs, passions…

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How do I deal with them all?!

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You must keep your organization and your organization’s mission #1 at all times. If you do, the rest will follow…

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The Organization is # 1

  But WHY? Shouldn’t my volunteers be # 1?

  No! The most important reason is your organization may be held liable if a mistake your volunteer makes causes harm.

  What other reasons is it paramount to keeping the Organization and its Mission as the key to everything you do and every decision you make?

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It is your job to make sure. . .

 All volunteers know your mission statement

 Every job involving your volunteer is clearly defined

 Your volunteers are well-trained

 Volunteer performance problems are dealt with promptly and professionally

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The Nitty Gritty

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Personality Performance Job Performance

Assumptions we are going to make at this point about your programs. . .   You have maintained a good relationship with

each volunteer. They trust you.

  You have given your praise out often and honest. Practice the 3 to 1 rule.

  During your orientation/interview you have discussed how any issues will be handled.

  Job descriptions are current and understood by both the volunteer and the employees with whom they work.

  You practice humility.

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Job Performance Problems

  Quality of Work

  Quantity of Work

  Timeliness

  Rate of Improvement

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Quality of Work

Examples:

  Not meeting stated expectations

  Poor customer service

  Giving out incorrect information

  Answering phone incorrectly

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Quantity of Work

Examples:

  Not meeting stated expectations

  Not delivering enough meals in a given shift

  Not replanting enough seedlings

  Not tutoring enough children

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Timeliness

Examples:

  Not meeting stated expectations

  Coming in late for a scheduled shift

  Leaving early from a scheduled shift

  Not adhering to necessary deadlines

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Rate of Improvement

Examples:

  Not meeting stated expectations

  Following training, volunteer doesn’t improve

  After being corrected, volunteer doesn’t improve

  After doing something well, volunteer starts to slip up

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One Common Denominator

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Stated Expectations

Stated Expectations Are Found In. . .

  Employee Handbooks

  Safety Manuals

  Volunteer Handbooks

  Training Materials

  Etc., etc., etc.

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How can I be sure it is a job performance problem and how to best deal with it?   Must read – Supervising Volunteers ~ By:

Jarene Frances Lee w/ Julia M. Catagnus

  Analyzing Performance Problems: What Is Influencing Unsatisfactory Performance? Use the Navigating Grid

Source: Coaching for Improved Work Performance by: Ferdinand Fournies, McGraw-Hill, 1988.

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Dealing With a Problem

  Kick out any emotion and embrace professionalism

  Deal with a problem PROMPTLY!

  A problem is simply a gap between what is expected to be done and what is actually being done.

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Going through the steps. . .

1.  Investigate the issue.

2.  Meet with Volunteer

3.  The goal is concern, not punishment

4.  State the problem clearly and simply

5.  Be silent – Be quick to listen and slow to speak

6.  State with the Volunteer how the issue will be fixed.

7.  Re-State to the Volunteer your expectations and make a time to follow up

8.  Put simply – DOCUMENT!

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Personality Performance Issues

1.  The complainer

2.  The ‘I don’t like changes’ person

3.  The ‘I can do it better’ person

4.  Aging in place

5.  Insert your own issue here __________

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Solving Personality Performance Issues

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Why these issues can’t be ignored!

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Can I actually fire a volunteer?

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What can I fire a volunteer for?

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Are there any alternatives? ALWAYS!

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Are there any alternatives? Sometimes. . .NO!

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Require your homework before you fire.

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  Preparation

  Expectation

  Evaluation

  Professionalism

Practice Makes Perfect!

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Questions & Sharing

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Sources

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  Supervising Volunteers ~ By: Jarene Frances Lee w/ Julia M. Catagnus

  SCAVA – South Carolina Association for Volunteer Administration

  Energize, Inc.

  Blue Avocado