I've often said that volunteer "retention" is not a task, it's an outcome. Volunteers evolve commitment and remain enthusiastic in stages, as they progress through what might be called the "volunteer life cycle." At each stage, what you do and say - and how volunteers feel - matters a lot!
Here's a brief summary of how someone moves from being a stranger to your organization through becoming a volunteer and then from being a newbie to a seasoned veteran. Consider how the messages you send in word and deed create a welcoming environment (or not) at every stage.
Stranger → Possible Recruit
- What your recruitment message says...and how
- Whether you tell the truth about what you want and expect
- If the invitation to serve seems to welcome individual talents
Candidate → Applicant
- Speed of response to initial inquiry
- Depth and tone of the interview
Accepted Volunteer → Being Oriented/Inducted
- How you communicate the volunteer's acceptance into your organization
- Reinforcing expectations during orientation
Placed in Assignment → Starting Out
- Staff or volunteer supervisor/partner is prepared to coach and support the newcomer
- Training useful to the role + good instructions
- All volunteers seen as "trainees" at the start
- The importance of the volunteer's first day
- And also of day 2 (when questions still remain)
Novice → Knowing the Ropes
- Good performance is reinforced
- Problems get attention early
- Importance/impact of the effort is reported
- Recognition is genuine and ongoing
- Communication is open, honest, and two-way
Experienced Volunteer
Are long-time volunteers happy? Getting bored? Getting burned out?
Recognize that more volunteers leave because they are under-utilized than because they are overworked! At least being overworked means they are needed.
Experienced volunteers can choose to:
- Stay in place - but they might appreciate a change of pace, such as a short-term special project or even a leave of absence
- Move on/up to a different assignment in the organization
- Leave
"Alumni"
Even someone who stops volunteering with you can still remain a supporter (if you offer that chance and keep in touch). Alumni volunteers can even come back to service or help out in short-term roles - again, if you keep communication open and ask.