Choosing the Right Volunteers
Selection methods
Saying “No” to a volunteer
Tools for selection
Screening volunteers
Good questioning techniques
What do volunteers need to know before they start?
Always bear in mind that it might take some time to find the right volunteers for your organisation – not everyone will be right – but when you find them they are a valuable resource.
Selection methods
Having met and/or interviewed the potential volunteer, you can now decide if they have the qualities, skills, experience etc. that you are looking for.
If they have – let them know as soon as possible and tell them what happens next – when they start, who they will meet, and what their first sessions might involve.
It may be good to plan an introductory period for both the organisation and the volunteer to decide if this is the right role for them. If this is the case, give them the date that the period ends, and keep to it. In some cases, it might be necessary to extend the introductory period but still review it on the previously agreed date and plan a further date.
Saying “No” to a volunteer
Your organisation might have decided that the potential volunteer is not suitable for the role they have applied for. In this case let them know and tell them how and why this was decided. It is best to do this face to face if possible, enabling them to ask questions. Honesty is the best policy in these situations, and, if your selection process has been clear, the reasons why they are not suitable will be very easy to explain and demonstrate.
You should always offer alternative options to a volunteer that you reject. You may have other opportunities within your organisation, you may know of other organisations that would be more suitable or you can refer them to, or back to, the Volunteer Centre. You may, in some cases, particularly if the individual is feeling vulnerable, offer to make the first contact with the Volunteer Centre for them.
If you use a personal qualities and skills and role description or list of roles when you are interviewing, you will have clear evidence to back up your decision if you decide not to take on a volunteer.
- Explaining that the person does not fit the necessary criteria will enable the volunteer to see why the placement is not suitable.
- It may be that you do not have the resources to give the volunteer the extra support that they would need to fulfil the role. If this is the case, it is worth saying as well.
By referring to the requirements of the role, you can assure the volunteer that the decision not to accept them was not the result of a subjective judgement.
If you are not quite sure about a volunteer, but they meet the criteria, or if they do not quite fit the criteria but you decide you can give some extra support, you may decide to accept them but to carefully monitor and supervise their role. Having an introductory period for all volunteers helps you and the volunteer to review their progress after a fixed period. If you do decide to have an introductory period this should apply to all the volunteers that you recruit and it should be made clear to people at the interview.
Do not offer to write and then send a letter along the lines of “I’m sorry there is nothing suitable at the moment, but we will let you know.” Being honest at the interview gives volunteers the chance to correct anything that you may have misunderstood, enables you to tell them what was good about the interview and gives you scope to discuss alternative options for them.
Be assertive. Accepting someone who is not suitable will probably be more difficult in the long run than clearly saying “no” to begin with.
Tools for selection
Groups and organisations vary in their approach to the selection of volunteers. Small groups may have the approach of meeting with possible volunteers for an informal chat, whilst larger organisations may want a more formal structure for their interview process.
Informal interviews
Think beforehand about what you need to know from the possible volunteer, and what they need to know from you.
Where is the best place to meet with them? This might be at the group session itself, before or after, so that they have time to see what you do, or somewhere completely separate. Whichever it is, make sure that you can completely concentrate on them for the interview without interruption.
You have already thought about the role you are looking for someone to fill - so having that with you will focus you on the skills that you are looking for.
Why are they particularly interested in helping this group?
When are they available?
What are they interested in doing with the group?
Any particular skills, abilities that they can bring to the group?
What support will they need to to enable them to contribute?
How long do they think they might be involved for i.e. is it a time limited commitment or longer term?
What other questions would be relevant to your group?
Consider suggesting an initial trial period of a few weeks, so you can both decide if it is the right thing for the group and the individual.
It would also be useful to look at the notes on the "formal selection interview" as many of the points e.g. getting in touch with the person as soon as possible, are really important.
A formal selection interview
- Before the interview
- You should respond quickly to a volunteer’s request for an interview
- Be as flexible as possible about date, time, venue
- Give clear directions to the interview venue
- The volunteer should have received some information about the organisation before the interview
- Give the volunteer the name(s) of those who will be interviewing and what their roles are in the organisation
- Your preparation on the day
- If you have a receptionist let them know that a volunteer is expected and let them know their name
- Have a suitable venue away from other staff
- Set out the venue so you will be sitting facing the volunteer, without a desk or table between you
- If possible, make sure that your chairs are the same height
- Make sure that you will not be interrupted
- Make sure that you have allowed enough time for the interview
- Prepare mentally – switch off from any other work, do not appear harassed
- Have all the necessary information to hand
- Introductory phase
- Welcome the volunteer
- Introduce yourself again
- Explain the purpose and structure of the interview
- Explain more about the organisation
- The work that the organisation does
- The role that volunteers have within the organisation
- What you can offer to volunteers, e.g. expenses, support, training
- What your expectations of volunteers are
- What time commitment is needed
- Ask information from the volunteer
The information that you require will depend very much on the nature of the volunteer roles within your organisation and the person specification criteria you have identified.
- What is their motivation for volunteering?
- What do they want to do?
- Why are they particularly interested in your organisation?
- What time do they have available?
- What relevant experience, skills, interests do they have?
- What is their understanding of the relevant issues
- Any other factual information that you need to know
- Ask questions from the volunteer
- Do they have any questions at this stage
- Ending the interview
You should aim to reach, with the volunteer, a decision about their suitability for volunteering with your organisation, based on the criteria laid down in the role description and person specification.
If you feel that the volunteer is not suitable you should explain this and show that it is because they do not meet the necessary criteria. If there is no other suitable role for them in your organisation, refer them back to the local Volunteer Centre or suggest other organisations that it may be more appropriate for them to contact.
Agree a next course of action. Taking up references, arranging a time for the volunteer to start with your organisation, letting them know when the training will begin.
Agree times when these next steps will happen
Thank the volunteer for coming.
Screening volunteers
Sometimes it is necessary to check on the suitability of an individual for your volunteer role.
Checks should only be made with good reason, and also with the prior consent of the potential volunteer. They are for the safety of the people who use your service, your organisation and for the volunteer themselves.
They are particularly relevant if the volunteer will be involved with:
- One to one contact with children or vulnerable adults
- Regular contact with children or vulnerable adults – in a group setting
- Home visiting/befriending
- Driving children or vulnerable adults
- Dealing with finances or being responsible for resources
So, in planning your volunteer roles, consider whether screening is necessary or not. If you are not sure, ask the Volunteer Centre for help.
This could take the form of:
- References – personal and/or from an employer or other professional
- Health check or reference
- Evidence of a particular qualification – if required
- Driving licence and insurance – if a driving role
- Disclosure of a criminal record – currently CRB check
It will be necessary for you to record personal information on individuals in order to obtain any screening required. You must only request information that is relevant to the volunteer role and your selection process. This is confidential information and will need to be kept securely, with access limited only to those who need to see it. You must obtain the written permission of the individual to hold their peronal information and this is usually done through a section of the volunteer application form that the volunteer signs. All personal information that you gather falls under the Data Protection Act with which you will need comply. Volunteer Centre Merton can help you with these issues.
Good interviewing techniques
Empathising
By empathising you are appreciating the volunteer’s position
- Acknowledge the volunteer’s position and how they are feeling – they could be anxious, depressed, stressed, feeling foolish, feeling that they are wasting your time, worried about being rejected, feeling inadequate, nervous aggressive.
- Listen and look at the tone of voice, facial expression, body language – how is the volunteer feeling?
- During the interview reflect back by repetition, a phrase or sentence that has seemed significant. In this way the importance and intensity of the feeling is acknowledged.
Rephrasing and summarising
These skills allow you as an interviewer to check your understanding of what has been said and to demonstrate that you are listening.
- If you are not sure what the other person means, repeat it in different words and ask if this is what is meant.
- Do not repeat back exactly what has been said. This indicates that you have heard the words, but not understood the meaning.
- When you are summarising focus on the main points or ideas.
- If you are unsure what to say next summarise. It may prompt the prospective volunteer to say more or develop another line of thought.
- Do not constantly rephrase and summarise as it can be very irritating for the person being interviewed.
Listening
Listening is active not passive. Active listening is about making sure that you really are listening and that you show you are listening.
- Remember to listen
- Be seen to be listening – make eye contact, nod.
- Show that you are listening by summarising what the volunteer has said but in different words
- Don’t be afraid to get someone to clarify what they have said if you are unsure what they mean.
- Avoid making judgements, be aware of your own prejudices.
- Distinguish between facts, opinions and preferences.
- Concentrate on both the words and the body language of the person.
Questioning
Questions allow areas to be explored more deeply and to open up a new line of thought. There are two basic types of questions – open and closed.
- Open questions are useful for eliciting facts, feelings, opinions and preferences. How? What? Why?
- Closed questions produce precise, normally one word answers. Who? Where? When? Did you?
- Prompting – help someone by encouraging them to say something they find difficult, e.g. “are you saying that you would rather not work in the afternoon?”
Making sure you put the right impression across
The person you are interviewing will notice and respond to your behaviour.
You need to be reassuring
You need to be interested and sympathetic
You need to be relaxed, calm and unhurried.
Speak quietly and slowly and make sure you are using language that the volunteer will understand – avoid jargon and abbreviations, keep your vocabulary simple.
Keep bureaucracy to a minimum, don’t write anything down unless you must do so.
What do volunteers need to know before they start?
Induction for New Volunteers
A good induction for new volunteers is really important to ensure that they are supported through their first few sessions.
- Decide what and who it is important that they know. Listen to them – are there things you have missed in your induction plan?
- They need to know about the group or organisation – who is involved and who do they need to be introduced to?
- Who will the contact person be to answer any questions?
- They will need to know how they are covered by insurance, health and safety etc and how to claim any out-of-pocket expenses. Much of this information will be available to them through your Volunteer Policy.
Some organisations have a wide range of policies and procedures – which they will need to be aware of. Initially, it might help to give them a checklist of what is available and ask them to read through them a few at a time over the coming weeks/months. Fix a time, perhaps at a support session, to check with them whether they have any further questions about them.
Think about other ways of providing the information if reading is not possible.
Training
Some roles may require training before the volunteer starts, which may be provided either by the organisation or by another agency. As part of your recruitment plan, make sure that potential volunteers are aware of essential training and that they are committed to attending.
Other training and learning opportunities may be identified later, through your support and review system which might help the volunteer’s development.
Communications
Volunteers provide a valuable contribution to groups and organisations. Encourage them to share their views and ideas for the group/organisation, give feedback and take part in the decision-making. A Support Group is one way of providing this opportunity.
