Have Volunteers? Don’t Let Them Get Away!

The views expressed are those of the author and do not necessarily reflect the views of ASPA as an organization.

By Matt Hugg
March 24, 2025

Volunteers are valuable. Their “pay-rate” is great for your budget. They get things done that your staff may not be able to or want to do. They speak up when you can’t.

And like staff, they’re expensive to replace—in time and money. So how do you keep them? Try these five ideas…

1. Treat them with respect. A no-brainer, right? Oh, the stories I’ve heard. Staff ignoring volunteers, making them feel like they’re burdens or being outright hostile. 

But why? Some staff will feel threatened by an experienced volunteer with better skills. Others are jealous that the volunteer has free time, when the staff member doesn’t. Still more resent how volunteers get praise when they don’t. 

If your volunteers are not getting respect from your staff, then something more systemic is going on. Have you talked to your staff about why you’re using volunteers? Have you discussed the learning opportunities with an experienced volunteer among them? Have you praised your staff for supporting your volunteers, or doing the behind-the-scenes work that makes the volunteers look good?

2. Say “thank you.” I had a boss years ago who told me that people hear bad things ten-times louder, and good things ten-times softer than was intended. I found that he was right. Now, combine that with the advertising adage that you only really remember something after it’s been said at least seven times, and you might think you have to say “thank you” seventy times before it’s remembered the way you want it heard!

That’s a bit much, but you get the point. Before you think I’m telling you to grovel… no. Chances are that like anybody you’re used to having around, you forget to appreciate their contribution because you’re busy, and they’re doing their job.

So, make sure they understand that you appreciate their contribution.

3. Learn about them. What’s everyone’s favorite topic? Themselves! (Yeah, even you!)

A huge proportion of volunteers are underutilized. How do I know? I’ve underutilized too many and my programs have suffered for it.

That young volunteer who sorts clothing at your thrift store? Did you know they are a computer whiz? They could be helpful when your systems fail for no apparent reason. Or the older couple who show up on your behalf at town council meetings? They retired from a small business and might help you market your swag online. Then there’s the woman who comes with her church group on the weekends to serve meals at your shelter. Her day job? Accounting. She might help you with your finances. 

If only you knew. Take the time to learn. They like your mission enough to show up. They might love it if you took a deeper interest in them and let them use their deeper skills.

4. Listen to them. Every organization has problems. The glitch in a process. The awkward reporting structure. A policy that doesn’t make sense. If you’re a real veteran in your organization, you might have even put some of the problems in place, yourself.

Why don’t you fix them? Easy. You don’t see them. Maybe they were a solution to a problem that’s no longer relevant. Or the people it bothers don’t feel like they can solve it, so they never bring it up. What you need is fresh eyes. What you need is a volunteer.

A volunteer? Sure. For them, it’s low-risk. There’s not a paycheck riding on offending someone, or taking too much time on what to your leadership looks like a minor issue, that when solved, will boost staff morale.

Plus, time and again, innovation comes from people who are “inexperienced,” regardless of their age. In other words, they haven’t been trained to look at something in the “traditional” way.

Take advantage of that. Listen to them when they think they see an issue. Maybe you can educate them, or just maybe, they’re right.

5. Give them perks. Everyone loves perks—little things that make you know you’re appreciated. The problem is that not everyone values every perk.

For example, there’s the “volunteer luncheon” (or dinner, or breakfast, or reception). I can hear the groans…and not just from the staff. While some volunteers are all for it, a lot are not. How can you tell? What percentage show up? They may say it’s the time of day, or they’re out of town, but they’re being nice. The real reason I’ve found for volunteer luncheons is that it’s easier for the staff to do one big perk, then forget about it for another year.

If not that, then what?

Lots. Access to events. Discounts on gift shop items. Opportunities to connect with mission-delivery staff. (For example, if you run an art museum, can they meet the head curator?) Networking with others volunteers that could help them with their education, business or just for social reasons. Updates on your mission services.

And maybe something you never considered… your reputation. Anyone connected to your organization – staff and volunteers alike—feel better about what they do if they see your reputation strengthened. It’s a serious perk when a volunteer’s neighbor says, “Did you hear what XYZ org did for the community?” “Yeah,” your volunteers smiles, “I volunteer for them. Let me tell you more…”

Now that I’ve got you thinking, I’m sure you can come up with more ways to keep your volunteers. The important point to remember is that just like staff, if you meet the needs of a volunteer, they’ll stay with you. They become your advocate. They’ll stretch their time, their skills and even their money to make you succeed. 

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Author: Matt Hugg is president of Nonprofit.Courses, and mentor at the John S. Watson School of Public Service at Thomas Edison State University. He can be reached at [email protected].
 

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