It is sensible to have procedures in place to deal with complaints by or about volunteers. These should be separate and distinct from those which apply to paid staff.
A problem solving procedure should be included in your volunteer policy.
Problem Solving Procedure
This procedure will be included in the volunteers’ handbook which is given to volunteers as part of the induction process.
All problems and complaints will be resolved openly, fairly and quickly to:
- Protect volunteers
- Safeguard and protect the people we support
- Minimise disruption to staff, volunteers and service users
- Protect the reputation of Salford CVS and Volunteer Centre Salford
We hope that problems and complaints can be dealt with collaboratively after they are highlighted to the volunteers named supervisor or other member of staff where appropriate. However, if this is not possible or appropriate the procedure below will be followed.
See if you can work things out together
NCVO recommends that problems (or complaints) should be discussed between a volunteer and their supervisor or line manager first. This should happen through an ad hoc discussion or in a supervision meeting.
If more is needed to find a solution, organisations should have a problem-solving procedure or should be willing to consider mediation.
Training
More training, support or supervision may be enough, especially if the issue is related to a volunteer’s performance, attitude or behaviour.
The person or organisation responsible for the volunteer may set a time period in which they can monitor the volunteer to find out if the problem or concern has resolved itself.
Visit our guidance on supporting volunteers.
The organisation’s ‘problem-solving’ procedure
For problems which cannot be solved informally, organisations should have a ‘problem-solving procedure’ to follow. This should deal with complaints, problems, issues or concerns (either raised by or about a volunteer) in a fair, consistent and equitable way.
These procedures often have several stages. This gives volunteers the opportunity to appeal to higher levels of management, usually including:
- their own supervisor
- their supervisor’s manager
- the board of trustees or other governing body or a regional/head office representative (where appropriate).
Visit our guidance on solving volunteer problems.
It's a confidential process, generally completed through discussions between the parties, over the course of one day and some organisations are able to provide this service in relation to matters for volunteers.
