by Mary Ann Mcgivern

Created on: July 14, 2010   Last Updated: August 02, 2010

Volunteers contribute to the work because they see that it needs to be done. They want to participate in the process. They want to enjoy the satisfaction of accomplishing the task. If they go home happy that it was a job well done, they will return to volunteer again.

But in order to have that satisfied glow, they need to know what they are doing. Put a well-designed training manual in their hands so that they understand the big goals of the organization, the ethical behavior that's needed, and how their time spent contributes to the group.

Volunteers don't need a lot of training. The organization uses them to carry out the straightforward jobs. Putting a manual in their hands ensures they know the basics and that they have an overview of the work.

The Workplace

Where are the bathrooms? Where do the volunteers gather for lunch? What time is lunch? Where to coats go? Where is a safe place for purses? Who answers the phone? Who answers the door and greets visitors?

These are just some of the initial workplace questions. Think about your volunteers. What basics do they need to know to feel comfortable working with you? Write it down so they can reference it when they have a question.

Mission and Goals

People give their time because they believe in the mission and goals. State them clearly.

Ethics and Etiquette

The volunteer manual is the place to state clearly that matters like client business and donor gifts are confidential. These things should not be discussed in public places like elevators. Clients, workers and volunteers all deserve respect and should be warmly welcomed and made to feel comfortable. The dress code should be stated clearly

These are matters staff may take for granted – until someone behaves badly. When a training manual describes the expected behavior, it establishes a clear standard and set of values. After all, these values and standards are why the volunteer came to work and stating them validates the volunteer's expectations.

Who's Who

Names and job titles of the staff, a name and phone number to call in sick, perhaps a listing of board members or addresses of other sites around the city is useful.

Volunteer Jobs

Make a list of all the tasks volunteers could do. Describe each one with a sentence or two, including time expectations. They will include stuffing envelopes answering the phone, writing thank you notes, refereeing basketball games, calling donors to ask them to give again, and more.

The training manual will not provide detailed instructions on how to carry out all of these tasks. Volunteers need personal direction and supervision. But it will give them a sense of what the work is and whether there are more jobs in the organization that they can volunteer for. It will give them an appreciation of what is going on in other offices and on the playground.

Thank You

Finally, the volunteer training manual provides another opportunity for the organization to say, “Thank you. We couldn't do the work without you.”

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