Professional Development

2005 National Host Conference

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[ Section 3 ] Conference Workshops
Session 2

Workshop 2D - Dealing With the Difficult Volunteer

(Simultaneous interpretation was provided.)

Presenters:

Cindy Benben, Quinte United Immigrant Services, Ontario
Orlando Ferro, Quinte United Immigrant Services, Ontario

Workshop Summary:

• The workshop provided information, assessment and resolution with unsuccessful volunteers in the nonprofit sector.
  • Maintaining Good Relationships
    • Foundations of good staff/volunteer relations
    • Style and Temperament
  • How to Avoid Having to Fire Volunteers
    • Dealing with Staff concerns about volunteers
    • Dealing with difficult People
    • Handling Criticism
  • Releasing volunteers
    • Should volunteers be fired?
    • Action Plan

Discussion:

Suggestions to help prevent the hiring of problem volunteers:

• Recruiting: hiring carefully is fundamental basis for success
• Interviewing: make no promises/guarantees to volunteer until the decision is made to recruit them; ask the volunteer about their motivation for volunteering
• Volunteer training:
  • have a job description for the volunteer
  • be clear about rights of Host and the Newcomer
  • be clear about confidentiality issues
• Three types of problem volunteers: 1) Overly aggressive; 2) Controlling; 3) ‘Can’t say no’ volunteer. Case studies of potential problems were discussed.
• Difficult volunteers:
  • reprimanding a volunteer: techniques to doing it tactfully and fairly
  • releasing a volunteer: tips on how to do it properly, legally, and positively
  • have a release form for volunteers to sign
  • give volunteers a signed letter attesting to the fact they volunteered with your organization.

Recommendations and Responses:

• Spend time training volunteers appropriately so they can be as effective as possible
• Involve volunteers in decision-making so they feel part of, and committed to, the organization.
• Determine the problem with the volunteer; is there another capacity in which they can be useful?
• At all times, be sure that you comply with legalities in your own province. Be properly insured and knowledgeable about your insurance. Protect yourselves and your organization.
• Resources available: www.nsgvp.org; “Volunteers and the Law” www.volunteervancouver.ca; Books at the library: Curing Terminal Niceness; Dealing with Difficult People; Volunteer Staff Relations: The Gift of Time

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