Practical Management Tips

Problem Solving Procedure

This procedure is a clear and accessible way to handle grievances or disciplinary issues, allowing effective communication between both parties. It includes an informal level to address issues involving volunteers before moving to formal stages.

Stages

1. Informal Verbal
   • A casual chat or reminder about an issue, taken seriously but not dramatically. Think of it as an open-door policy.
2. Formal Verbal
   • A more serious discussion documented formally. Either party can have an impartial representative present.
3. Informal Written
   • A formal statement or action plan. The volunteer may be asked to write something, or they can receive written feedback.
4. Formal Written
   • A written warning indicating that something must change, or action will be taken. Volunteers can also write to the board or management.
5. Conclusion

• Verbal confirmation, supported by a letter if needed, summarizing the investigation's findings or the situation's outcome. By this stage, the volunteer may have left, or the relationship may end, or there may be a satisfactory resolution for all parties.

Guidelines for Managing Volunteers

This is a general guide to help manage volunteers effectively. It's a work in progress and meant to inspire conversation and reflection.

Do's

• Be honest and give positive feedback.
• Document discussions and changes to a volunteer's role.
• Explain trial periods to new volunteers.
• Have a volunteer agreement that both sides sign.
• Be mindful of triggers that might affect a volunteer's wellbeing.
• Close recruitment if necessary and inform everyone.
• Speak to referral agencies about inappropriate referrals.
• Don't take it personally if volunteers leave or cause challenges.
• Make role descriptions flexible and allow volunteers to choose tasks.
• Inform new recruits about the number of open positions and interviewees.
• Know the level of adaptations you can make for volunteers, like having a support worker.

Don'ts

• Don't accept volunteers just because they are keen; ensure they have suitable traits or skills.
• Don't reject someone without an honest explanation.
• Don't ask about health issues on application forms unless necessary and actionable.
• Don't favour volunteers; they are there to support your work.
• Don't handle challenges alone; build a support network.
• Don't make leaving difficult or make volunteers feel bad for moving on.
• Don't have favourite volunteers openly or show favouritism.
• Don't sound discriminatory when specifying abilities; explain tasks clearly.
• Don't rely solely on policies; use evidence and intuition.
• Don't make promises you can't keep.

Guide for Managing Challenging Situations with Volunteers

This guide offers suggestions and questions to help you manage challenging situations with volunteers. It's divided into five sections, each with themes that overlap and are relevant.

1. Tolerance

   • Motivating:
     • How far can you push them? Monitor their limits.
     • How much responsibility can they handle? Consider ethical limits.
   • Managing:
     • What challenging behaviour will you tolerate?
     • What triggers your negative emotions? Recognize and manage them.
     • How often does the challenging behaviour occur? Address frequent issues.

2. Cause

   • Motivating:
     • Why are they volunteering? Understand their motivations.
     • Can they promote your organization? Use their stories to attract others.
   • Managing:
     • What drives their behaviour? Identify the root cause.
     • Are they the only problem? Determine if it's a group issue.
     • Are they a victim of the system? Reflect on the organizational culture.

3. Procedure

   • Motivating:
     • Do you have the right volunteers? Ensure your recruitment is effective.
   • Managing:
     • What do your policies say? Follow realistic and applicable policies.
     • Who is helping you? Find support from trusted individuals.
     • Are you following procedures? Ensure compliance with policies.

4. Influence

   • Motivating:
     • Can they support and mentor others? Use experienced volunteers as role models.
   • Managing:
     • Who else is affected? Assess the impact on others.
     • What power do they have? Plan your response to their influence.
     • Will this impact your service? Address urgent issues promptly.

5. Level

   • Motivating:
     • How are volunteers viewed? Ensure they are respected and valued.
   • Managing:
     • Is it gross misconduct? Know your process for serious issues.
     • Have you tolerated more from others? Maintain a fair management style.
     • Does it need escalation? Inform relevant parties if necessary.