Measuring What Matters in Volunteer Programs

My career in association management has always been with small staff associations. This is typical for those of us working in the field far from DC, NYC, or Chicago. We work with statewide associations and chapters of national organizations.

As a result, volunteers have always been central to my work. From the very committed and passionate officers of a board of directors to the one-time volunteer who steps in to help with decorating for a gala, volunteers are integral to the work of smaller associations. But what does it mean to have volunteers? How do we effectively support these critical players?

There aren’t many books on volunteer management—perhaps because it’s only a half-step away from managing staff. It turns out that the best way to work with volunteers is to approach them as “unpaid staff.” Reviewing Mutually Beneficial Volunteerism: Opportunities for Enhancing Association Volunteer Management Systems | ASAE provides clear guidance on what volunteers need. Not surprisingly, it harmonizes nicely with an effective human resources program:

“a successful volunteer management system requires many of the same elements as a traditional human resource management system.”

This in-depth report evaluates association volunteer management systems from the perspectives of both staff and volunteers. As a result, it does a great job of identifying the most common weaknesses in volunteer management. It turns out that the “most challenging issue raised in the research centered on the difficulty appraising the actual performance of the volunteers.” This weakness contrasts with volunteers' satisfaction with their level of engagement (64%), one of the greatest strengths of volunteer programs.

Like most research reports, this one offers a clear view of what’s working—and what isn’t. It is not a step-by-step guide for building a volunteer management system. However, a savvy association professional could compare their program to this data to readily evaluate and improve what they have. By identifying the top priorities for staff and volunteers, it could even serve as the foundation for building a new program.

I recommend this report to anyone seeking an objective evaluation of their volunteer program. Data-driven strategies are essential to association success—and this report provides the insights to get there.

This article was written with the help of ChatGPT.