--- name: "volunteer_program_design" description: "Design a volunteer program people stay in: write role briefs before recruiting, screen in proportion to risk, train in hours that respect unpaid time, run a simple shift and communication system, recognise work well, check retention with real numbers, and handle pauses and exits cleanly. Ships role brief templates with four worked examples, a training plan, retention and exit templates, and a tested retention checker script. Use when starting, fixing, or auditing a volunteer program for a nonprofit, school, club, faith group, mutual aid group, or community event." --- # Volunteer Program Design ## Purpose Build a program where good people can do useful work without friction, confusion, or quiet burnout. Most volunteer programs do not lose people in a dramatic moment. They lose them to a role that was never defined, training that ate three evenings, a rota nobody updated, and a thank you that never came. This skill designs against those ordinary failures. Work in this order: need, role, screening, training, shifts, support, recognition, retention checks, exits. Recruiting comes after role design, never before it. A program that recruits first and invents roles later fills shifts with mismatched people and spends the next year apologising for it. The structure follows Volunteering Australia's National Standards for Volunteer Involvement, which set eight standards covering leadership and culture, meaningful and tailored roles, equitable recruitment, support and development, safety and wellbeing, recognition, and continuous improvement. Use those standards as the closing audit in step 12. ## Workflow 1. **Prove the need and the capacity first.** Write down the work that needs doing, why volunteers are the right people to do it, who supervises them, and how many volunteers that supervisor can actually support well. Name the owner of the program by role, even in an all volunteer group. Check two things before going further: - The work does not replace a paid job the organisation would otherwise fill. NCVO and Team London guidance asks exactly this test: look at the hours, targets, and responsibility, and ask whether it looks like work someone should be paid to do. - The organisation can cover the real costs: supervision time, training time, expenses, insurance, and any checks the roles require. A free volunteer is not a free program. 2. **Design roles before recruiting anyone.** Write one role brief per role using the template in `references/role-briefs.md`. Every brief states the purpose of the role in one sentence, tasks that are in, tasks that are out, the time pattern in plain numbers, skills that are needed, skills that are not needed, the named supervisor, expenses covered, risks in the role, screening required, training required with its total hours, and what a good first month looks like. Four filled examples ship in that file: a food bank sorter, a museum welcome host, a helpline listener, and a one day event steward. If you cannot fill a brief, the role is not ready to recruit for. 3. **Tier roles by commitment and by risk.** Put every role in one tier and design screening, training, and support to match the tier, not to match your anxiety: - Episodic: one shift or a few shifts, low risk, public facing or manual tasks. Light screening, short briefing, close supervision on the day. - Ongoing core: regular shifts over months. Interview, references where relevant, full induction, a named supervisor, scheduled check ins. - Skilled or lead: uses a profession, handles money, drives, or supervises other volunteers. Verify credentials and licences, add role specific training, set clear authority limits. - High trust: unsupervised contact with children, vulnerable adults, personal data, or people in crisis. Strongest screening the law in your place allows and requires, completed before the first unsupervised shift, plus ongoing supervision and a clear reporting route. Never let enthusiasm shorten this tier. 4. **Recruit for a named role, not for general help.** Advertise the brief, not a vague call for volunteers. State the time pattern, the place, the training hours, the expenses policy, and the start date in the advert. NCVO's Time Well Spent 2023 survey found the top barriers for people who had considered volunteering were thinking it took more time than they could commit, lack of flexibility, and no opportunity matching their skills or experience. A specific brief with a specific time pattern answers all three before a person applies. Offer at least one lower commitment entry role in every program so a new person can test fit without signing up for a year. 5. **Screen in proportion to risk, and say no cleanly.** Match the check to the tier: a conversation and a trial shift for episodic roles, an interview and references for ongoing roles, credential checks for skilled roles, and formal background checks before service for high trust roles where the law requires or allows them. Explain what you check and why, get consent, store the result securely, and record only that the check was done and its date, not the detail. A person who refuses a required check cannot hold that role, and can be offered a lower tier role instead where that is safe. Turning a person down is a normal program decision. Do it promptly, kindly, and without inventing a softer reason. 6. **Agree the basics in writing.** Give each volunteer a short agreement or welcome letter covering the role brief, the time pattern, who supervises them, how to swap or miss a shift, how to claim expenses, confidentiality, safeguarding and reporting duties, and how either side ends the arrangement. Write it as a mutual agreement, not an employment contract, and avoid language that sets compulsory hours, targets, or discipline in employment terms. Reimburse out of pocket expenses and say so early: in Time Well Spent 2023, worry about being out of pocket as a reason not to volunteer rose from 5 percent in 2019 to 14 percent in 2023, so silence on expenses costs you applicants. 7. **Train in three layers, and count the hours.** Use the training plan in `references/training-and-retention.md`. The three layers are: - Organisation: mission, values, who does what, safeguarding, health and safety, data and confidentiality, complaints and concerns, expenses. - Role: the tasks in the brief, the standards that count as good work, the limits of the role, and what to hand over and to whom. - Practice: shadowing an experienced volunteer or staff member, then a first real shift with support, then a short review. Total the training hours for each role and print them in the brief. If training hours approach the hours of the first month of shifts, cut the training or split it so the required part happens before the first shift and the rest happens within the first month. Require only what the role needs before day one. NCVO induction guidance supports the buddy and shadowing route: introduce the new volunteer to the team, show them the space and the resources, name who to ask, cover breaks and expenses, and give the material in a format they can use. 8. **Run one shift system and one communication channel.** Pick a single place where the rota lives, a single way swaps happen, a single way a volunteer reports they cannot make a shift, and a deadline for each. Cover the rules in `references/training-and-retention.md`: how far ahead the rota is published, how a swap is confirmed, what counts as a no show, who fills a gap, and the maximum shift length and break pattern for the role. Send one regular program message on a fixed rhythm instead of scattered messages all week. Every extra channel and every ad hoc message is friction that paid staff barely notice and unpaid people feel at full weight. 9. **Supervise for support first.** Give every volunteer a named supervisor and a predictable check in rhythm: a short review after the first shift, another in the first month, then a regular pattern that fits the tier. Ask what is working, what is unclear, what takes too long, and what they want more or less of. Research summarised in the sources file links planning, orientation, training, and support to fewer retention problems, and links organisational support and social connection inside the organisation to intention to continue. Supervision is where that support actually happens. Correct problems early, privately, and in this order: clarify the expectation, retrain or shadow again, adjust the role or the pattern, move the person to a better fitting role, and only then end the arrangement. 10. **Recognise specifically, promptly, and in the way the person wants.** Thank people close to the work, name the specific thing they did and what it changed, and ask each volunteer how they like to be recognised, since some people dislike public attention. Mix routine thanks with recognition given for exceptional work. Nonprofit Quarterly's summary of Walk, Zhang and Littlepage found discretionary recognition for exceptional service performed better than guaranteed recognition in that study, and that bundling recognition with training had an additive effect on retention. Treat that as one study, not a law, and still thank everyone as a matter of decency. Track milestones such as a first shift, a training completion, and service anniversaries so recognition does not depend on who a supervisor happens to notice. 11. **Check retention with numbers every quarter.** Export the volunteer list described in `references/training-and-retention.md` and run `scripts/retention_check.py`. Read four numbers together: how many starters are still active, the shift fill and no show rates, training completion among active volunteers, and exits by role and by stated reason. Run a retention check meeting on the questions in that reference file. When a role shows high exits, read its brief and its training hours before blaming the people who left. Repeated exits from one role are a design signal. NCVO found satisfied volunteers were far more likely to say they would continue than dissatisfied ones, so pair the numbers with two or three short conversations with current and recently left volunteers each quarter. 12. **Handle pauses and exits well, then audit the program.** Offer a pause option with a return date for people whose life has changed. A paused volunteer who returns is worth more than a new recruit you have to train from zero. For every exit, hold a short closing conversation, thank the person specifically, return or delete their personal data as your policy states, remove system access, and record one coded reason from the list in `references/training-and-retention.md`. Once a year, score the program against the eight National Standards for Volunteer Involvement and write down the two weakest standards and the fix you will make for each. Report hours and value honestly: if you report a money value for volunteer time in the US, name the source and year, for example Independent Sector and the Do Good Institute put a US volunteer hour at 34.79 dollars for 2024, and never call that figure money saved unless the work would otherwise have been paid for. ## Output Contract Deliver a program packet containing, at minimum: - A one page program brief: need, work to be done, program owner, supervisor capacity, budget for supervision, training, expenses, insurance, and checks. - One completed role brief per role, using the template in `references/role-briefs.md`, with tier, total training hours, and screening stated. - A screening matrix showing, per tier, what is checked, when, with whose consent, and what is recorded. - A training plan per role with the three layers, who delivers each part, total hours, and what must finish before the first shift. - The shift and communication rules: where the rota lives, swap and absence rules, no show definition, gap filling, and the regular message rhythm. - A recognition plan: routine thanks, milestone list, discretionary recognition route, and each volunteer's stated preference where known. - A quarterly retention report from `scripts/retention_check.py` with exits by role and reason, plus the actions agreed from it. - An exit and pause procedure with the coded reason list and the data and access closing checklist. - An annual audit against the eight National Standards for Volunteer Involvement with the two weakest standards named and a dated fix for each. ## Operating Rules - **Roles before recruiting, always.** No advert goes out for a role with no brief, no supervisor, or no training plan. - **Screening follows risk, not habit.** Do not run high trust checks on low risk roles, and never skip required checks on high trust roles to fill a rota faster. - **Count unpaid time as a real cost.** Training, travel, meetings, and message traffic all spend a volunteer's time. Total them, print them, and cut what does not earn its hours. - **One rota, one channel.** If a rule, a swap, or a schedule lives in two places, it will be wrong in one of them. Pick one home for each and close the others. - **Volunteers are not unpaid employees.** Keep flexibility real: a volunteer can decline a shift and can leave. Design cover for that instead of writing obligation into the agreement. - **Safeguarding outranks retention.** A concern about a child, a vulnerable adult, or a person in crisis follows the safeguarding route immediately, even if it costs the program a valued volunteer. - **Legal notes are general information.** Liability protection for volunteers, background check law, expense rules, and employment status rules vary by country and, in the US, by state. In the US, the federal Volunteer Protection Act of 1997 limits personal liability for many nonprofit volunteers acting within their role, but it does not remove the organisation's liability and it has exclusions. Check your own law and insurance before launch, and do not copy one place's rule into another place's program. - **Numbers need a source or a label.** Research findings carry their study or survey name. Thresholds in this skill and its script, such as the inactive flag, are management choices. Label them as choices in anything you show a board or a funder.