Guest post by Elisa Kosarin, Twenty Hats
This post was originally published on Twenty Hats.
What’s the absolute, no doubt about it, worst part of managing volunteers? For me, it’s turning away the ones that are just not a good fit – the ones that won’t work out in any of the roles that your program offers. After all, volunteers are donating their time and talents to support your cause. It’s hard to reject something given so freely.
I have had to reject hundreds of volunteers over the years. At first, the process was wrenching. I could feel my blood pressure rising every time I picked up the phone, knowing I was about to share news that was sure to disappoint. A conversation with an upset rejected volunteer had the potential to ruin my day.
I’ve got some guidelines
Over time and through trial and error, though, I came up with some guidelines for turning away volunteers that bolstered my confidence and allowed the applicant some space to process the bad news.
If turning away volunteers gives you heart palpitations, here are my basics for making the experience manageable.
- Don’t avoid: Putting off the phone call will probably heighten your anxiety and make it more difficult to deliver your message.
- CALL the volunteer: Your applicants deserve the consideration of a phone call. Don’t shirk your responsibility by resorting to an email or letter.
- Frame the conversation from the applicant’s point of view: Explain that, from your experience, the applicant will feel frustrated or unfulfilled in this position rather than rewarded.
- Don’t give reasons: Don’t share all the reasons why the applicant was turned away. Once you give a reason, the applicant has the opportunity to refute your assessment, leaving you in the position of defending yourself. You will leave the call feeling flustered and the applicant will feel more upset than ever.
- Show compassion: It is possible to deliver bad news in a caring way. Let the applicant know that you are sorry to share this information.
- Give your boss a heads up: Some applicants are going to take their displeasure up the chain of command. Make sure your supervisor is aware of the situation so that she can back you up.
- Vent after the call: These calls are difficult. Find a trusted co-worker and debrief after a tough conversation. You need the validation that you did something tough but essential.
Not fun – but important
Turning away volunteers is never fun. But turning away unqualified volunteers is the flip side of the management coin. It’s a signal that you are clear on who works for your program and who doesn’t. It means you see how an unqualified volunteer strains capacity when you are committed to keeping your program strong.
What have you found?
Do you have some practices to add to the list? If so, please email me your ideas and I will share them through Twenty Hats.
Twenty Hats is authored by Elisa Kosarin, CVA, a nonprofit professional with 15+ years of experience in nonprofit marketing, development, and volunteer management. She founded the site to help volunteer managers master the skills they need to make their jobs easier.