Designing the New Volunteer Experience
Ryan Garver
Founder
As a new volunteer in the public service space, I was excited to use my skills and experience to help others in times of need. However, I quickly found that navigating the processes was often confusing and slow. What procedures there were, were mostly manual, poorly documented, and required extensive time and effort to complete.
In my case, I found lists of required courses and forms, but often no clear next step once these milestones had been completed. Information was scattered between different websites, platforms, and people. Completing the requirements is only half the battle. The process for getting certified and included in the organization’s active roster was often a black box.
Despite these challenges, I was determined. I reached out to experienced members of the organization, who helped guide me through what process there was. But this was not an easy or quick process, and even experienced members in leadership positions didn’t always have the answers.
Now, years later, I am helping to improve the credentialling and leveling process for our existing and future members. This new perspective has highlighted the challenges that resulted in the disjointed onboarding process.
Fixing the Process
Reflecting on these experiences has highlighted a number of common gaps and best practices for running a volunteer organization with complex training and credentialing requirements.
Singular, Available, Well-known Requirements and Procedures
Have a single, well-known, well-advertised, and available source of information concerning onboarding and requirements for your organization. This will ensure that all new volunteers are properly informed and understand what is expected of them from day one. A centralized onboarding process will reduce confusion and miscommunication.
When developing your requirements, it is important to keep them clear, concise, and easy to understand. Great examples of this can be found in the position task books used by groups such as the National Wildfire Coordinating Group, or ARRL ARES.
Standardize and Automate
The procedures should not be ad hoc but should be documented and transparent. In an ideal world, a new volunteer should be able to ask any experienced member what training is needed or how to register and there should be no confusion or uncertainty.
Status Transparency
Provide transparency for members regarding their status in the organization’s roster. Any member should be able to determine if they will be on the list for an activation. Members should also be able to determine if they qualify for a particular position or level before a deployment and assignment is made.
Conclusion
Looking back on my experience, I realize that modern technology would have greatly improved the volunteer intake process. Online platforms, clear guidelines, and standard forms could have made it easier to apply, obtain the required certifications, and complete the credentialing process with less confusion and delay.
My experience as both a new volunteer and a member active in improving our organization’s processes has highlighted the challenges that come with navigating and running the volunteer intake process. However, by applying some key principles to designing the new volunteer experience, organizations can improve the experience for everyone involved. Clear requirements and procedures, standardized processes, and transparency can help reduce confusion, improve efficiency, and make public service a more enjoyable and rewarding experience.
As the world continues to evolve, so too should our approach to volunteer public service management. By implementing the ideas and strategies discussed in this article, organizations can ensure that they are attracting and retaining top-quality volunteers while making a positive impact in their communities. Let’s work together to create a more engaging, fulfilling, and accessible volunteer experience for all.
In addition to the principles outlined above, technology solutions can further enhance the volunteer experience. With software like RosterTail, organizations can streamline volunteer management. If you’re interested in learning more about how technology can help improve your organization’s volunteer management, sign up for more information below: