Managing Volunteers
“NAMI STYLE”
NAMI Center for Excellence
Jinneh T. Dyson, PhD
February 18, 2014
Team Mission:
To provide technical assistance and
develop the resources, tools and education
needed by NAMI State Organizations and
NAMI Affiliates for excellence in nonprofit
and organizational management.
jdyson@nami.org
www.nami.org/excellence
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Senior Manager, NAMI Center
for Excellence
I work with 26 state
organizations
Previous experience as an
Executive Director of a NAMI
state organization and a NAMI
affiliate
I have almost 15 years of
experience in Non-profit
organizations
PhD in Non-Profit Management
Session Overview
Building A
Foundation
Meeting the
Needs of
Volunteers
What’s In Your
Toolkit?
Creating
Change at
Home
• A volunteer management program lays the
foundation for a successful relationship and
partnership.
• Creating a volunteer management program
with adequate practices and tools, is an
important way to ensure that the
organization runs smoothly.
• A sound structure enables volunteers to be
and feel successful.
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Conduct an organizational needs assessment
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Create policies and procedures to manage your
volunteers
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Create volunteer job descriptions
 Determine needs
 Volunteer positions
 Examine opportunities and challenges
 Utilize and engage your current stakeholders
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Isn’t obligated to work for you,
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Often works long hours,
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Frequently travels long distances,
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Doesn’t receive any money, and
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May actually spend money on gas, food and
office supplies to fulfill their role.
People volunteer because:
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A way to help others; do good deeds
Increases self-esteem and competence; training for
employment
Volunteers want to “give back” to organizations like
NAMI, who have been there for them.
***Studies show that people who volunteer live
longer, healthier and happier lives.

A volunteer program requires organization

Can make you vulnerable- risk management

Demands timely responses and meeting deadlines

Creates new responsibilities

Requires job descriptions and supervision

You must develop real roles with real outcomes and
structured time and results
The Organization’s Needs
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More persons to get the work
done
A larger network of
supporters and members
The Volunteer’s Needs

A chance to contribute to
something constructive

A supportive community
Opportunity to empower
others

Empowerment
Strong leaders

Work experience that can
lead to other professional
opportunities

Builds organizational capacity

Builds friendships amongst volunteers

Provides training opportunities

Builds leadership

Decreases current volunteer burnout

Provides peers with distinct roles and
responsibilities
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The over-arching goal is to create a
rewarding volunteer experience that is
educational, productive, and beneficial!
Alignment between shared mission, vision,
and goals!
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Probably already have volunteers working and serving in your
organization
May not have a lot of concrete policies or solid practices
May not have enough volunteers in some areas
May have the same people working and serving in the
organization
May not have enough time to devote to “managing”
volunteers
May not know how to maximize your current volunteers
May be interested in finding a replacement for you!
◦ Great way to welcome and orient new members and
volunteers to make them feel like part of a “TEAM”.
◦ Can be formal or informal
◦ You may want to provide the following:
 Organizational overview, overview of expectations for
volunteers and information on what they need to do to succeed
i.e. volunteer manuals, brochures, contact lists, and etc.
◦ People want to feel like they are a part of a team
instead of feeling like they are just another
volunteer
◦ Teams create relationships
◦ Increases sustainability
◦ Aligns people with common interests and goals
◦ Built on mutual trust and responsibility
◦ Win-Win mentality

Be clear on roles, responsibilities, goals, and tasks
◦ This prevents boredom
◦ Ensures that volunteers are contributing to the organization
◦ If the work is goal-specific and with a clear outcome it will
keep volunteers busy and engaged
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Create a schedule
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Illustrate the benefits!
Session Overview
Building A
Foundation
Meeting the
Needs of
Volunteers
What’s In Your
Toolkit?
Creating
Change at
Home

Evaluate to determine successfulness of the
volunteer opportunities.
◦ Both organizational leaders and the volunteers need
constructive feedback not criticism!
◦ If someone is off track, you need to be able to stop the
problem at the outset, before it gets out of control.
Questions to consider when determining volunteer evaluations:
◦ Who will evaluate volunteers?
◦ How will they be evaluated?
◦ How often?
◦ How will this information be reported?
◦ What will the organization do with the information?
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Meet privately with volunteers
Recommended to check-in with volunteers half-way
through their committed term or project
Questions to consider during the evaluation:
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How is it going so far?
Are you doing what you thought you would be doing?
What is the ONE thing you are enjoying the most?
What are you finding the most challenging?
***In giving feedback, always start with the positive and if you
have nothing to say you can always thank them for their time!
***If there are potential issues, always offer solutions instead of
focusing on the problems; document your steps, actions, and
goals!
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How will volunteer information be tracked?
Who is responsible?
Where will this information be stored?
How will it be reported?
How will you use it?
Suggestions:
 Volunteer Log
 Sign-in book
 Record hours monthly, quarterly
 Report at board meetings, annual meetings, newsletters, web,
and other areas
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Give volunteers recognition and let them see their impact.
◦ Volunteer appreciation party
◦ Recognition in newsletter, annual report, website, awards,
or celebrating their anniversaries and birthdays
◦ Just say “Thank You”
◦ Random phone calls
◦ Coffee/Tea
◦ Provide letters of recommendation
◦ Recognition = Retention
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Build Connections
◦ Among volunteers and between volunteers and other
organizations.
***Remember people volunteer to give back and to be connected to
something greater.
◦ Create opportunities for volunteers to meet and collaborate with
others
 One idea: Instead of having a meeting, have a social!
◦ Assist with skill building
 Support ongoing learning and education opportunities i.e.
conferences, workshops, seminars
 Allow them the opportunity to represent the organization by
attending public meetings.
As advocates we must not only BE the voice,
but we must allow others to have a voice!
 Listen to your volunteers
Provide an opportunity for them to share
 Suggestion or comment boxes
 Annual strategic planning meetings
 Committee meetings i.e. NOT board meetings!
There is a WIN-WIN situation when volunteers feel as
if they are being "heard”, are validated, and are
supported!
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Supporting volunteers can help to decrease burnout.
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Burnout is a common problem at every nonprofit.
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Signs of burnout
◦ Complaining all the time
◦ Lack energy
◦ Pessimistic
◦ Unmotivated
◦ Not showing up or completing tasks
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The nature of our organization is that people
make huge personal sacrifices i.e. time,
money, energy, as well as the time, energy,
and money to care for themselves or their
loved ones
These are not infinite resources---in fact it is
common to run out of fuel
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Beginning
◦ Very enthusiastic
◦ Over commit themselves
◦ Become disillusioned
◦ Mentally and physically exhausted
◦ Always complaining
◦ Not finishing tasks or projects
◦ Withdraw
◦ Quit!
***This is somewhat the nature of the work, but we
can STILL do our part!
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Set realistic goals—start and end time, be project specific
◦ Don’t overload them with tasks or assign big tasks
◦ Gather input from volunteers
◦ Promote collaboration as much as you can—be mindful of
cliques
Set a GOOD example
◦ Goal-setting
◦ Encourage breaks and work-life balance
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Establish PRIORITIES!
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Offer “rest”, “vacation”, or new tasks!
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Manage your resources effectively (remember people are your
greatest resource).
◦ Know the strengths of your volunteers---match them with
appropriate jobs
Make it FUN!
◦ Focus on the “team”---do team activities i.e. lunch,
celebrate holidays, movies
◦ Give volunteers a chance to express themselves i.e.
designing posters, t-shirts, and etc.
Remember your WHY and the WHY of your volunteers.
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Conflicts are natural, but can be corrosive and destructive if
not managed well.
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Do you have a policy to deal with conflict?
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Who handles conflict?
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What is the process of handling conflict?
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Encourage people to come up with a solution to the
problem.
◦ Tackle the problem early
◦ Don’t procrastinate and hope it will go away quickly
No “Reply-All” emails; talk off-line
Identify a process to handle conflicts
◦ Staff
◦ Board Committee
Reinforce unity, teamwork, and collaboration
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Effective volunteer management creates a feeling
that everyone is working together to advance the
mission.
If an organization is willing to invest in their
volunteers and support those involved then the
experience can be extremely rewarding.
Session Overview
Building A
Foundation
Meeting the
Needs of
Volunteers
What’s In Your
Toolkit?
Creating
Change at
Home
Tasks
A volunteer mission statement
A clear understanding of how volunteers fit
into the structure of the organization
Volunteer Policy and Procedural Manual
Insurance to cover volunteers
A volunteer budget
A volunteer manager/person with
responsibility for volunteer involvement
Persons who understand the role of
volunteers
Clear roles for volunteers which are
meaningful
Process for dealing with challenges and
conflicts
Criminal Record Checks
Process for how volunteers will be
evaluated
Volunteer Appreciation and Recognition
Have/Don’t
Would Like
By When
Session Overview
Building A
Foundation
Meeting the
Needs of
Volunteers
What’s In Your
Toolkit?
Creating
Change at
Home
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
What are you currently doing to support your
volunteers?
What is the ONE thing you do well?
What is the ONE area you find the most
challenging?
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Identify your “volunteer” goals
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Determine your needs
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Create a simple 1-2-3 plan—NO MORE THAN 3!
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Utilize Interns and practicum students to achieve some of
these tasks.
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Work with what you GOT (not proper English, but you get it)
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Have FUN!!!!
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More volunteers = Meeting more affiliate needs
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Volunteers are priceless!
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Recognition leads to retention
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Teamwork really does make the dream work!
You make a living by what you get, but you make a life by what
you give.
-- Winston Churchill
Thank you to each and
every one of you!
You are our NAMI
Super Stars!