Why Volunteer Programs Must Prioritize the Volunteer Experience

Volunteering should be a fulfilling experience, yet for many prospective volunteers, the process of getting started with an organization can be unnecessarily difficult. 

In order to highlight the crucial role that volunteer management plays in volunteer recruitment and retention, we’ll illustrate the journey of a prospective volunteer as they approach three different nonprofits. 

This volunteer experience is an all-too-common cautionary tale for organizations that fail to evaluate and optimize their volunteer registration, onboarding, and engagement processes.

A Tale of Three Nonprofits

A prospective volunteer reaches out to three organizations, each with publicly listed volunteer opportunities.

What followed were three vastly different experiences:

• Organization #1:
  
  • The volunteer sent an email as per the instructions on the website
  • Received no response for 2 and a half weeks
  • Followed up with a voicemail but did not receive a timely reply
  • Eventually received a call back from the organization 1 month later, but the response was rushed and unwelcoming
  • No additional follow-up occurred, leading the volunteer to completely lose interest in volunteering
  • Several months later, the prospective volunteer received an email requesting a donation. They unsubscribed due to their poor experience with the organization

• Organization #2:
  • A potential volunteer filled out an online form providing details about their availability and interests.
  • They received a general email response from the organization within a week, outlining broad opportunities but lacking any specific connection to their preferences.
  • Subsequent emails were generic and untargeted, making it hard for the volunteer to feel engaged or informed about the role. There was no effort to provide tailored insights or relevant information to help them feel connected.
  • Two weeks later, the organization followed up, but the lack of personalized communication left the volunteer unsure about committing, as they had no clear understanding of the organization's roles or how they aligned with their interests.

• Organization #3:
  
  • The volunteer completed an online form and received a warm and friendly automated response immediately
  • They were invited to an upcoming in-person event to learn more about the organization before committing to the role
  • They attended a low-key but informative Q&A style information session with a welcoming and upbeat volunteer coordinator
  • They felt welcomed, engaged, informed, and appreciated
  • The positive experience led to an enthusiastic commitment to volunteer with the organization

The Impact of Poor Volunteer Follow-Up 

The key takeaway from these differing scenarios? 

Volunteers don’t just choose organizations—they choose experiences.

The lack of responsiveness from Organization #1 completely deterred the prospective volunteer, making them feel undervalued before they even had the chance to contribute. Worse still, the organization later solicited a donation from the volunteer, despite their failure to provide a positive initial interaction.

How did this happen?

Organization #1 lacked an automated system for volunteer tracking. The fundraising department likely pulled an email list from all incoming inquiries, without knowing whether or not these were active volunteers who had had a positive experience with the organization.

Instead of cultivating a supporter, they lost both a volunteer and a potential donor.

The Consequences of Generic Volunteer Engagement

Organization #2 made a different but equally avoidable mistake.

They implemented an automated system for tracking their volunteers and supporters but failed to segment their communications effectively.

Rather than fostering meaningful relationships, Organization #2's lack of personalized communication alienated the potential volunteer, dampening enthusiasm and reducing long-term engagement.

What Organizations Can Learn About the Volunteer Experience

Nonprofits must ensure that their volunteer engagement strategies reflect the values they promote.

Pro Tip: According to Tobi Johnson, CVA, a welcoming volunteer recruitment process is essential for attracting and retaining volunteers long-term.

Here are some key ways to enhance the volunteer experience:

1. Timely and Friendly Communication: Volunteers should receive prompt and warm responses to inquiries. A delay of even a few days can lead to lost interest.
   
   
2. Clear and Accessible Onboarding: Online forms, email inquiries, and phone calls should lead to a structured and informative onboarding experience.
   
   
3. Opportunities for Engagement Before Commitment: Providing facility tours, Q&A/informational sessions, or shadowing opportunities can help prospective volunteers feel more confident in their choices.
   
   
4. Consistent Follow-Up: Checking in with potential volunteers demonstrates appreciation and keeps them engaged in the process.
   
   
5. Integrated Volunteer Management Technology: Volunteer management software like Get Connected ensures that volunteer inquiries don’t fall through the cracks. Leaders can use these tools to automate follow-ups, scheduling, and onboarding.

The Result: Lifelong Engagement

The volunteer ultimately chose to commit to Organization #3 because every interaction with the organization reinforced a sense of belonging.

The actual experience of volunteering matches every interaction a volunteer has had with the organization. This allows for trust to build throughout the volunteer lifecycle and for volunteers to look into ways to become more involved. Organization #3 has cultivated a relationship that will last.

This is the kind of impact every organization should strive for.

A seamless, welcoming volunteer experience isn’t just about efficiency—it’s about building long-term relationships with passionate individuals who want to support your mission.

If your volunteer program isn’t set up to nurture these connections, you risk losing valuable supporters before they even get started.

Final Thoughts About the Volunteer Experience

If your organization lists volunteer opportunities, be sure your systems and processes support them.

Otherwise, you may be doing more harm than good.

Investing in proper volunteer management tools isn’t just an operational decision—it’s a strategic move that ensures both volunteers and organizations thrive together.

Pro Tip: If you want to discover how using technology can help you overcome volunteer recruitment challenges, download our free guide: How to Improve Volunteer Recruitment with Tech Tools: A Guide for Volunteer Leaders