Shifting Expectations and a Culture of Engagement

The “New Breed” of Volunteer:

•Very busy, has many obligations and often volunteers for multiple organizations

•Wants flexibility

•Expects to be empowered

•Is tech savvy

•Doesn’t want to simply make a contribution; wants to make a difference

•Doesn’t want to be micromanaged

(Adapted from The New Breed: Understanding and Equipping the 21st Century Volunteer by McKee and McKee)

Shifting from a Culture of Volunteer Management to a Culture of Engagement

Volunteer management reflects a top-down philosophy where staff is directing the action to or on behalf of the volunteers. The volunteer is the object of the action.

Volunteer engagement reflects a collaborative philosophy where staff and volunteers work together to accomplish goals. The volunteer is an active participant in the process of volunteering.

From / To
Volunteer management / Volunteer engagement
Recruitment / Cultivation and networking
Placement / Negotiation and agreement
Supervision / Support
Performance review / Performance measurement
Recognition / Acknowledgement
Retention / Sustainability

(Adapted from Boomer Volunteer Engagement:

Collaborate Today, Thrive Tomorrow by Fixler, Eichbert and Lorenz)

Us & Them Relationship / We Relationship
Volunteer placements are based on existing needs, numbers, and schedules / Volunteer/Staff partnerships are negotiated based on skills the volunteer is willing to share and on the strategic needs of the organization
You are a provider of service or recognition / You are a collaborator
Your volunteer does things for you and you do things in return to recognize your volunteer / You and your volunteer do things together and acknowledge each other's contributions
You have a similar relationship with other volunteers / You have a unique relationship with this volunteer
The relationship’s potential is limited by existing positions and available slots / The relationship’s possibilities are abundant, powerful, and limitless

(Adapted by Beth Steinhornfrom the book We: The Ideal Customer Relationship by Steve Yastrow)

“In traditional models of volunteer management, the volunteers’ experience with an organization was often focused around transactions – the volunteer served in a prescribed role and, in return, received an invitation to a recognition event, a pin to signify the many years of service, or a thank you mug. In this model, the organization identified needs for volunteers, put out a call for individuals who might be interested, placed people into those roles, and then let the transaction of “service” for “recognition” begin. Sounds a lot like an “Us & Them” model. Volunteer engagement, on the other hand, is an approach that is built on the “We” concept. In volunteer engagement, the “Us & Them” approach is replaced by a collaborative relationship in which staff and volunteers partner together to work toward a shared vision.”– From Beth Steinhorn’s blog, JFFixler Group,

Questions to consider:

  1. How do your volunteers perceive their relationship with you?
  1. How do you communicate with your volunteers?
  1. Is the relationship and collaboration authentic?