This document was created by an individual or individuals who submitted a proposal so he / she / they may present at the Office of Faith-Based and Community Initiative’s 2011 Conference on Service and Volunteerism (GCSV11). This proposal was approved by the Indiana Commission on Community Service and Volunteerism (ICCSV) and other community partners. Sharing this document is a courtesy extended by the OFBCI to conference attendees who may want to reference materials covered at the GCSV11, and the OFBCI in no way not responsible for specific content within.
2. Welcome
Introductions
Your name
Where you’re from and what you do
What you hope to get out of this session
3. Agenda
Stopping problems before they start
Dealing with problems as they arise
Firing a volunteer
4. Let’s Start at the Very Beginning…
Policies and Procedures
Position Descriptions
Interviewing
Orientation
Conduct Agreement
Placement
Training
Monitoring
Evaluating
5. Policies and Procedures
Follow employment practices
Pre-determine course of action and no-tolerance
policies
Do security checks
Determine documentation procedures
Jane’s story-Mr. C
6. Position Descriptions
Clear, concise, and thorough
Model after paid staff position descriptions
Create with paid staff who will be supervising
Give a copy to volunteer
Keep signed copy in volunteer file
Refer back for evaluations, or if problems arise
7. Position Descriptions
Include:
Position title
Description of position
Length of required commitment
Shift times
Supervisor’s name and title
Skills required
Screening requirements
Training and supervision plan
Benefits offered
8. Interviewing Volunteers
Conduct interviews of all volunteers
Include others in process, such as potential
supervisors
Take notes
Look for clues to future problems
Note special skills, hobbies, etc.
9. Orientation
Can be formal or informal
Be consistent
Provide handbook (can mirror paid staff handbook)
Include:
Organization mission and history
Policies and procedures
Performance and behavior expectations
Position descriptions
Any specialized, general information
10. Conduct Agreement/Understanding
List specific expectations
Provide in writing, and have volunteer sign
Clears up “they should have known that” arguments
Jane’s story-Mr. B
11. Placement
Discuss position description in depth
Position requirements should match volunteer
interests and skills
Have supervisory staff in place & ready
Give volunteer a choice to accept or decline position
12. Training
Specialized training, beyond orientation
All positions should have some kind of training
Can be formal or informal
Determine whether supervisor will conduct training,
or volunteer coordinator
Keep it consistent for each new volunteer
13. Monitoring Performance
Follow up with volunteer
Ask supervisor for their observations
Check on volunteer periodically
14. Evaluation
Do regular, periodic evaluations
Be honest!
Suggest further training or a new position when
appropriate
Take corrective action when necessary
15. When All Else Fails…
Taking corrective action
Eight myths about dealing with difficult volunteers
Alternatives to firing
Firing a volunteer
16. Taking Corrective Action
Document, document, document!
Keep accurate records
Record dates, details of situation, who was involved, what
action was taken, etc.
Keep copies of complaints, accident reports, emails or
phone messages, any and all supportive documents
Jane’s story-Mrs. A
17. Taking Corrective Action
Find your support network
Talk to your supervisor about appropriate actions
Ask your mentor for advice
Talk to someone else who manages volunteers
Work with the volunteer’s direct supervisor
Determine who will support you before you’re in a
bad situation
18. Taking Corrective Action
List other training sessions
List books, articles, and electronic sources
List consulting services, other sources
19. Eight Myths About Difficult Volunteers
Ignoring a problem will make it go away.
No one else notices the problem.
I can fix/change the problem person.
I just need to give them time to show their good side.
If I confront them, it will make things worse.
If I confront them, they’ll leave and the program will
die.
I can handle them if I’m just more caring and
accepting.
If I push them out they will get angry.
From “New Competencies for Volunteer Administrators” By Sue Vineyard
20. Alternatives to Firing
Re-Enforce policies and procedures
Re-Assign to another department
Re-Train on necessary skills
Re-Vitalize or Re-Charge
Refer to another organization
Retire with dignity
From “How to Fire a Volunteer and Live to Tell About It” By: Steve McCurley
21. Firing a Volunteer
Try everything else first!
Should not be a surprise
Follow policies and procedures already in place
22. Firing a Volunteer – Plan your Moment
Meet volunteer privately, if possible
Ask someone to witness the meeting
Have security present, if necessary
Jane’s story- Mrs. A
23. Firing a Volunteer – Practice What To Say
Is less really more?
Do you HAVE to say anything?
Be quick, direct, and absolute
Announce, don’t argue
Don’t try to counsel
Avoid personal issues
Stay calm!
From “How to Fire a Volunteer and Live to Tell About It” By: Steve McCurley
24. Firing a Volunteer – Tie up Loose Ends
Volunteer
Send a letter with details of decision
Paid Staff, Other Volunteers and Clients
Inform them of the change, if it affects them
No need to tell details about why
Your records
Document everything!
Record all occurrences, attempted remedies, and final
outcome
Make notes of meeting details and have witness sign
Keep a copy on volunteer file
25. Firing a Volunteer
Advantages Disadvantages
Remove barriers to Risk losing volunteer
accomplishing mission respect or support
Give meaning and value Risk bad PR
to volunteer service
Gain credibility for your
program
Gain volunteer respect
Increase satisfaction of Jane’s Story- Mrs. A
successful volunteers
Increase the quality of
your program
27. Contact Information
Jane Runge Darlage
jdarlage@indianamuseum.org
317-650-9589
Becky Fox, CVA
becky.fox@uwci.org
317-921-1303
CIAVA
Meetings every 2nd Thursday at the Red Cross, 8-10am.
ciava.org
membership@ciava.org to join
hospitality@ciava.org to rsvp for meeting
28. Resources
New Competencies for Volunteer Administrators
Sue Vineyard
http://www.energizeinc.com/art/anewc.html
Dealing With a Difficult Volunteer Leader
Stephen G. Donshik
http://ejewishphilanthropy.com/dealing-with-a-difficult-volunteer-leader/
A Few Pointers On the Unpleasant Topic of Firing Volunteers
Sarah Jane Rehnborg, Ph.D.
http://www.serviceleader.org/leaders/firing
5 Tips for Dealing with Difficult Volunteers
HandsOn Network
http://handsonblog.org/2011/05/26/5-tips-for-dealing-with-difficult-volunteers/
How to Fire a Volunteer & Live to Tell About It, From: Grapevine,
Jan/Feb 93
Steve McCurley
http://www.casaforchildren.org/site/c.mtJSJ7MPIsE/b.5466409/k.E368/How_to
_Fire_a_Volunteer_and_Live_to_Tell_About_It.htm