Volunteer management: recruit, welcome and keep good people

This guide is for anyone who coordinates volunteers at a small charity, whether you have three helpers or three hundred. Volunteers are often the heart of a small charity, and sometimes the whole of it. After reading, you will be able to write clear roles, recruit the right people, welcome them well, thank them in ways that matter, and handle goodbyes gracefully.

Start with the work, not the people

The most common mistake is recruiting "volunteers" in general and then trying to find something for them to do. People feel unused and drift away. Start by listing the jobs that need doing.

For each job, write a short role description (half a page is plenty):

• Title: "Saturday pantry greeter," not just "volunteer"
• Purpose: why this role matters to the people you serve
• Tasks: three to six things the person will do
• Time: how many hours, how often, and for how long (for example, "two hours every other Saturday for at least three months")
• Skills or qualities: what helps, and what you will teach
• Support: who they report to and how to reach them
• Checks: any screening needed (see our volunteer screening guide)

Clear roles help people say yes, and they help people say no to roles that don't fit, which is just as useful.

Recruiting

People mostly volunteer because someone asked them. Personal asks work better than general appeals.

• Ask your current volunteers to bring a friend.
• Be specific. "Can you drive two seniors to appointments on Tuesday mornings?" gets more yeses than "We need volunteers."
• Go where people already gather: faith communities, libraries, colleges, local businesses, community groups.
• Offer short, one-off tasks as a first step. Someone who helps at one event may later take a regular role.
• Use skills-based volunteering for professional tasks like bookkeeping, design or legal review. (The Golden Hint Exchange is built for this.)
• Reflect your community. If the people you serve speak Spanish, recruit Spanish-speaking volunteers, and write role descriptions in Spanish too.

A short conversation before they start

Before someone begins, have a short chat, in person or by phone. It is not a job interview. It is a chance to:

• Explain the role honestly, including the less fun parts
• Ask what they hope to get from volunteering
• Check availability and any accessibility needs
• Explain any screening steps

Onboarding: the first few weeks

Onboarding means welcoming someone and helping them settle in. The first few weeks decide whether a volunteer stays.

A simple onboarding plan:

1. Welcome message before the first day: where to go, what to wear, who will meet them.
2. A named buddy for their first shifts.
3. A short orientation covering your mission, the people you serve, safety, confidentiality, and who to call with a problem.
4. Policies in plain words: code of conduct, privacy, safeguarding, and how to raise a concern.
5. A check-in after two or three weeks: "How is it going? What would make it better?"

Recognition that means something

Thanking volunteers isn't a nice extra. It is how you keep them. The best recognition is personal and specific.

• Say thank you every time, and say what difference their work made.
• Share impact: "Because of Saturday's team, 60 families went home with groceries."
• Celebrate milestones, like a year of service, with a card or a mention in your newsletter (if they are happy to be named).
• Ask their opinion. Being consulted is a powerful form of respect.
• Offer growth: new skills, more responsibility, a reference letter.

Volunteers can't deduct the value of their time on their taxes. IRS Publication 526 (for 2025 returns) says some unreimbursed out-of-pocket costs of volunteering may be deductible, and that volunteers who drive for a charity can use a standard rate of 14 cents a mile. Mentioning this, and pointing to the IRS publication, is a small kindness. Don't give tax advice beyond that.

Keeping volunteers: retention

Retention means keeping volunteers over time. People leave for many reasons you can't control: a new job, a move, family. But some reasons you can:

• Unclear tasks. Fix with role descriptions.
• Feeling unused or overused. Ask people how much they want to do, and respect it.
• No one to ask. Make sure every volunteer knows who supports them.
• Feeling unheard. Hold a short volunteer meeting or survey once or twice a year, and act on what you hear.
• Burnout. Watch your most dedicated people. Encourage breaks. (See our guide on leading when you are tired.)

Keep a simple record: name, contact details, role, start date, training completed, and any checks done. Store it securely (see our data privacy guide).

Legal basics to know

The federal Volunteer Protection Act limits the personal liability of volunteers in some situations, but it has exceptions (for example, harm caused while driving a vehicle that needs a license or insurance) and it doesn't protect the charity itself. Talk to your insurance agent about coverage for volunteers (see our insurance basics guide).

When volunteers leave

Endings matter too. A good goodbye keeps a supporter for life.

• Thank them sincerely and specifically.
• Ask for feedback: "What should we keep doing? What should we change?"
• Keep the door open: "You are always welcome back."
• Remove access to accounts, keys and shared files promptly, as a routine step for everyone (see our cybersecurity guide).
• Ask whether they would like to stay on your newsletter list.

Sometimes you need to ask a volunteer to leave, for example after repeated problems or a breach of your code of conduct. Do it privately, fairly and with a second person present. Follow your written policy. If safety is involved, act immediately.

Your volunteer checklist

• List the jobs that need doing and write a role description for each
• Ask current volunteers to invite a friend
• Hold a short welcome chat with every new volunteer
• Give each new volunteer a buddy and a short orientation
• Check in after the first few weeks
• Thank volunteers specifically and share the impact of their work
• Keep a secure volunteer record
• Have a goodbye routine, including removing access

Volunteers give you their most limited resource: their time. Treat it as precious, and many will give it again and again.

If you want help designing roles or an onboarding plan, ask a member charity for help through the Exchange.

General information, not legal, tax or financial advice. Rules change and every situation is different, so check the official sources and talk to a qualified professional before you act.