Stepping it Up for Your Volunteers

I stood a few yards away at the long check out table, setting up our auction software station, and watched the beginning of the event chaos unfold. Hundreds of guests tittered and complained to each other, decked out in their festive attire, anxious to check in, find their friends and begin their evenings. But the line had stopped. Volunteers with panicked, confused looks on their faces were frustrated and moving very slowly. Too many committee members shouted out directions to the volunteers and the line continued to slowly trickle through the doors as check lists and sign in forms were combed over and drink tickets, auction booklets, and table assignments were scrambled for and passed out to the continually growing line.

What had gone wrong here? How had this wonderful event turned into a standstill of irritated guests, frustrated volunteers, harried committee members and confused staff? Isn’t this your nightmare? As the Client Administrator with Support Kansas City, I’ve had the opportunity to work with committees for many, many events throughout the area and a continual challenge that I’ve seen for most organizations, exactly what caused this event to unravel, is volunteer management.

Special events can be an exhilarating and demanding way to raise financial support, increase awareness about your organization’s mission, and draw in new friends, donors and volunteers. But special events take time. A lot of time, right? With upwards of 3,400 nonprofits with income over $25,000 in the Kansas City metro area, hosting an average of one to two special events each year, there are an estimated 3,000 special events held in our city alone. That’s a lot of events that are going to need many, many volunteers.

While most nonprofits have some paid staff, many do not have the number of staff necessary to plan, execute and carry out these types of events. For many organizations, maybe even yours, the only time you work with volunteers are around special events. So how do you get volunteers engaged, motivated and prepared to help your organization pull off a stand-out event?

• One Team with One Goal: Why are you having this event? Is it to raise money, awareness, friends? All three? Volunteers need to know the main goal of the event; to raise $55,000, increase visibility for your mission in Cass County, or build up excitement by bringing in new friends to meet your staff and fall in love with your mission. Whatever the goal, volunteers want to know what they are working for and how that fits in to your organization’s plan and mission.
• Strong Leadership: One key staff person should lead the volunteers. From training, to logistics the night of, to the end of the event and wrap-up thank-you’s afterward, volunteers need to know who they can go to with questions, who has the authority to deal with problems or emergencies the night of the event and who is speaking up for them in planning meetings and committee discussions.
• Clear Expectations and Training: This will vary depending on the volunteer’s duties, but whether a committee member, auction table watcher, greeter, or check-out table volunteer, everyone needs to know what their roles and responsibilities are before, during and after the event. If at all possible, training should not take place thirty minutes before the event begins. A walk through of the site, written instructions, contact names and numbers, and a clear timeline of the event should be given to all volunteers, tailored to fit their job description.
• Ongoing Open Communication: Many volunteers, particularly committee members and fundraising volunteers have serious financial goals that they are expected to reach for your organization. Calling businesses for silent auction donations, reaching out for sponsorships, these can be daunting tasks even for seasoned volunteers. A weekly update/check-in email sent to key staff and volunteers helps hold everyone accountable and stay on target. If you see a volunteer pulling back, not able to reach their goals or struggling at all, make sure that you reach out to offer support and assistance. “What can I do to help you reach your goals? Is there any information or assistance that you need to be successful?”
• Plenty of Thank-You’s: Volunteers can get burned out just like staff can. Volunteers should be recognized briefly at the event if possible and then receive a thank-you letter and a personal thank-you from leadership. You don’t need to throw another special event just to thank your volunteers, but having a wrap up and debrief meeting after the event to talk through challenges, celebrate successes and make changes for next year is vital to the ongoing success of your event. This is the perfect time to thank volunteers in person, and make them feel appreciated and connected with your organization. The opportunity to talk through the positives and negatives of the event helps volunteers feel heard and engages them in advance for next year.

With some advance planning and a cohesive and focused team atmosphere directed by friendly but persuasive leadership, your volunteers will want to come back year after year. Committing themselves to help your organization’s special event grow and improve, making more friends and more money over the years, these volunteers are the key to your special event success. As much as any sponsoring company, or generous donor, make sure you treat them with respect, and make sure everyone has a chance for some fun. Special events should be fun, right?

Kassie Sands
Client Administrator