Successful Strategies for Recruiting, Training, and Utilizing Volunteers

Successful Strategies for Recruiting, Training,
and Utilizing Volunteers

A Guide for Faith- and Community-Based Service Providers


Substance Abuse and Mental Health Services Administration
Faith-Based and Community Initiative

















U.S. Department of Health and Human Services
Substance Abuse and Mental Health Services Administration
Center for Substance Abuse Treatment

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ACKNOWLEDGMENTS
This publication was developed for the Center for Substance Abuse Treatment (CSAT),
Substance Abuse and Mental Health Services Administration (SAMHSA), U.S. Department of
Health and Human Services (DHHS), by Northrop Grumman Health Solutions under Contract
Number 277–00–6500, Task Order 8. Jocelyn Whitfield, M.S., served as the Government Project
Officer. The content for the document was developed by the following members of an expert
panel: Gregory K. Alex, M.A., CDC, The Matt Talbot Center; Mike Ennis, Convoy of Hope;
Charles R. Lorrain, D.Min., International Conference of Police Chaplains; Jeremiah McGhee, Jr.,
New Creations, Inc.; David P. Peterson, Center for Substance Abuse Treatment Advisory
Volunteer; Diane Powers, Nativity House; David Styers, Points of Light Foundation &
Volunteer Center National Network; Norman “Tom” Thompson, Pacific Hills Outpatient
Services; and Michael Warder, Southern California Children’s Scholarship Fund.
PUBLIC DOMAIN NOTICE
All material appearing in this report is in the public domain, unless otherwise noted, and may
be reproduced or copied without permission from the Substance Abuse and Mental Health
Services Administration. Citation of the source is appreciated. However, this publication may
not be reproduced or distributed for a fee without the specific, written authorization of the
Office of Communications, SAMHSA, DHHS.
DISCLAIMER
The content of this publication does not necessarily reflect the views or policies of CSAT,
SAMHSA, or DHHS.
OBTAINING ADDITIONAL COPIES OF PUBLICATION
Copies may be obtained, free of charge, from the National Clearinghouse for Alcohol and Drug
Information (NCADI). For additional copies, please write or call:
National Clearinghouse for Alcohol and Drug Information (NCADI)
P.O. Box 2345
Rockville, MD 20847–2345
(301) 468–2600
1–800–729–6686
TDD 1–800–487–4889
ELECTRONIC ACCESS TO PUBLICATION
A searchable online version of this publication can be accessed through the Internet World
Wide Web at www.samhsa.gov.
ORIGINATING OFFICE
Office of the Director
Center for Substance Abuse Treatment
Substance Abuse and Mental Health Services Administration
1 Choke Cherry Road
Rockville, Maryland 20857
DHHS Publication No. (SMA) 05–4005
Printed 2005

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Contents
Introduction....................................................................................... v
Roles of Volunteers..........................................................................................................v
Scope of This Handbook ...............................................................................................vii
Chapter 1: Planning ........................................................................1-1
Define Your Mission.....................................................................................................1-1
Assess Your Organization ...........................................................................................1-2
Develop Your Volunteer Program..............................................................................1-4
Describe Volunteer Positions ......................................................................................1-5
Resources........................................................................................................................1-6
Chapter 2: Recruiting ......................................................................2-1
Assess Your Image........................................................................................................2-1
Decide How To Recruit................................................................................................2-2
Develop Your Message.................................................................................................2-3
Find Volunteers.............................................................................................................2-4
Select Volunteers...........................................................................................................2-7
Screen Volunteers .........................................................................................................2-8
Resources......................................................................................................................2-10
Chapter 3: Training .........................................................................3-1
Develop Your Orientation Program...........................................................................3-1
Assign Orientation Leaders.........................................................................................3-1
Schedule Orientation ....................................................................................................3-2
Develop Materials.........................................................................................................3-2
Conduct the Orientation ..............................................................................................3-2
Train Your Volunteers..................................................................................................3-3
Resources........................................................................................................................3-3
Chapter 4: Managing .......................................................................4-1
Assign a Supervisor ......................................................................................................4-1
Communicate with Volunteers Regularly.................................................................4-2
Evaluate Your Volunteers............................................................................................4-2
Avoid Volunteer Burnout ............................................................................................4-3
Recognize Your Volunteers’ Efforts ...........................................................................4-4
Resources........................................................................................................................4-6
Chapter 5: Evaluating......................................................................5-1
Get Started with Your Program Evaluation: Describe Your Program ..................5-1
Design the Evaluation ..................................................................................................5-3
Collect Data....................................................................................................................5-3
Analyze the Data...........................................................................................................5-5
Report Results................................................................................................................5-6
Resources........................................................................................................................5-6

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Contents (continued)
Appendix A: Sample Forms and Worksheets
Organizational Self-Assessment Form......................................................................A-1
Volunteer Position Description Worksheet..............................................................A-2
Volunteer Application Form ......................................................................................A-3
Background Check Permission Form........................................................................A-4
Volunteer Agreement ..................................................................................................A-5
Appendix B: Other Resources
Glossary......................................................................................................................... B-1
Sample Mission Statements ........................................................................................ B-2
Types of Background Checks and Sources of Information.................................... B-3
Statutes and Acts Related to Volunteering............................................................... B-4
References ..................................................................................................................... B-5
Other Print Resources.................................................................................................. B-6
Other Web-Based Resources ...................................................................................... B-9

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Introduction
In the quiet hours when we are alone and there is nobody to tell us what fine fellows we
are, we come sometimes upon a moment in which we wonder, not how much money we
are earning, nor how famous we have become, but what good we are doing.

A.A. Milne
e all want a healthy community, a peaceful place where people live and work
together in harmony. We all have ideas about how to make that happen. The big
Wquestion is, who will make that happen? Volunteers can.
Volunteers are necessary and extremely helpful for a healthy community. People from all
walks of life donate their time and effort to various causes, day and night, every day of the year.
In a human services setting, agency clients and program participants usually can’t distinguish
between volunteers and paid staff, unless nametags make those designations.
The more connected to a community people feel, the more likely they are to take
responsibility for the community and feel pride and a sense of commitment. Mobilizing
community resources and expanding capacity through volunteers also enhance an
organization’s general profile, which can attract more volunteers, program participants, and
funds.
Other potential benefits of using volunteers include the following:
An increased ability to serve clients and respond to the needs of the community (e.g.,
increased services, expanded hours of operation, shorter wait times)
Greater staff diversity (e.g., age, race, social background, income, education)
Increased skill set
Expanded community support.
Roles of Volunteers
Many people think of volunteers as helpers stopping by in their spare time to answer
phones, organize files, or visit people who are sick or homebound. However, many
organizations in their early days rely heavily on volunteers to do the work that is performed
later by paid staff. Volunteers fill a key role in running organizations, handling day-to-day
tasks, and raising funds. Without them, some organizations might not exist. In fact, the boards
and committees of local agencies and associations consist entirely of volunteers. Larger
organizations, such as the Salvation Army and the American Red Cross, have survived for more
than 100 years due in large part to a strong volunteer commitment.
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Even as organizations grow and hire paid staff, they rely on volunteers to perform
important, necessary work. Faith-based organizations often have volunteer youth group
leaders, religious school teachers, and mentors. Members of congregations may donate time
during the week to help maintain the facilities and organize programs. These volunteers are
critical to the survival of organizations.
Volunteers have a wide array of talents. Many are experienced professionals. Medical
doctors, engineers, and financial planners volunteer, and so do students. In 2000, volunteers in
the United States worked the equivalent of more than 9.1 million full-time employee positions
at a combined worth of approximately $239 billion (Independent Sector, 2004).
Changes in the economy, such as early retirement incentives and an increased emphasis on
workplace volunteering, have led to more volunteering among professionals. The Independent
Sector reports that U.S. college graduates are 50 to 60 percent more likely to volunteer than high
school graduates (1999). This new professionalism in the volunteer corps is creating an
increased demand for professionalism in volunteer programs. Thus, the volunteer corps now
consists of young professionals, retired workers, and management personnel.
Treatment and recovery programs have used volunteers to assist with running 12-Step
support groups, educational support groups for the children of clients in treatment, and cultural
and recreational activities. Volunteers welcome individuals arriving for treatment and their
families, orient them, and make them comfortable; help with events, medical records, media
relations, fundraising, community outreach and awareness programs, and in-service training;
and sometimes perform clinical internships in treatment programs. In residential treatment and
transitional housing settings, volunteers serve as house managers, provide child care for
children while their parents are in groups, take clients to appointments with doctors, and
transport children to schools. Volunteers working in jail and prison programs provide
education on addiction and recovery, individual and group counseling, vocational training, and
life skills classes, as well as lead parenting, anger management, and relapse prevention groups.
In some cases, volunteers provide services in the area of landscaping, ensuring that there is a
beautiful place for recovery. One author states, “a trained, skilled, and committed volunteer has
always been a piece of gold for cash-strapped nonprofit organizations, including treatment
programs” (Wenger, 2000, pp. 6–7).
Volunteers in America
In 2003, about 64 million people (more than a quarter of the U.S. population)
did volunteer work.1
The value of volunteer time, on average, is $17.19 an hour.2
Volunteers donate an average of 52 hours of time a year.1
More women volunteer than men.1
People 35 to 44 years old are most likely to volunteer, followed by people age
45 to 54.1
Volunteers are most likely to work with religious groups, education or youth
services, or social or community service groups.1
Source: (1) Bureau of Labor Statistics, 2003; (2) Independent Sector, 2004.
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For example, Samaritan Village, a nonprofit organization in New York operating seven
drug-free residential facilities, has used the skills of volunteers to alleviate the devastating
impact of substance abuse on individuals, families, and communities for more than a
generation. Volunteers have brought fresh and spontaneous enthusiasm, a cheerful and willing
spirit, and a sustained commitment to the Samaritan Village mission.
Another treatment program that relies heavily on volunteers is Project H.O.P.E., an
HIV/AIDS and substance abuse prevention program targeting African American and Hispanic
women at risk for drug addiction and sexually transmitted diseases, including HIV. Volunteers
at this Washington, DC, program provide a wide range of invaluable services, including
preparing prevention kits and incentives for scheduled events; producing a quarterly
newsletter; serving as chaperones for youth retreats; assisting with program referrals; helping
with child care, transportation, and mental health services; acting as domestic violence and
anger management training facilitators; and serving as advisors to the Board of Directors and
STEPS Volunteer Program.
Other treatment, prevention, and recovery organizations call upon musicians who have
been touched by alcohol or drug addiction to entertain or speak at program completion events,
alumni activities, and fundraisers. Through education, live performances, and action programs,
musician volunteers communicate a strong message to young adults about the benefits—and
the freedom and fun—of a substance-free life.
The tasks performed by volunteers vary widely, from stuffing envelopes, translating
materials for non–English speakers, and preparing meals, to providing medical care, legal
support, and evaluation expertise. They provide clinical services; mentor, tutor, and train clients
and other volunteers; and help with organizational operations, such as technical support. In
short, volunteers help build and strengthen our communities by responding to the needs that
make each community unique.
Volunteer Profile: Eugene
Location: Seattle, Washington
Target Population: Individuals who are homeless, addicted, and mentally ill
Position/Responsibilities: Administrative personnel
Manager’s Comments: Eugene was addicted to heroin. He came through our
program a few times and finally “got it.” Gene now volunteers 3 to 5 days a
week, helping to answer phones and work informally, "counseling" clients about
the journey from the streets. He is an elder in the community of recovery, with a
respect only accorded one who survives, and chooses to thrive, grateful for each
day he is given.
Scope of This Handbook
Successful Strategies for Recruiting, Training, and Utilizing Volunteers is a guidance handbook
designed for community groups and faith-based organizations seeking to maximize the skills of
their volunteers, expand their services to the community, and enhance their effectiveness.
Although the handbook focuses on prevention, treatment, and recovery services for substance
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abuse and mental illness, the principles described in the handbook can be applied to any field
and should help organizations understand how to implement and manage a successful
volunteer program.
Representatives from successful community- and faith-based organizations and volunteer
networks participated in the development of this handbook. They provided information that
was invaluable in organizing the handbook and identified best practices that have been
incorporated throughout the document.
The five chapters in this handbook delineate specific steps to take in implementing an
effective volunteer program:
1. Planning
2. Recruiting
3. Training
4. Managing
5. Evaluating.
The figure below illustrates each of the steps in this process. At the beginning of each
chapter, this diagram appears again with the relevant step in the process highlighted.
The appendixes at the end of this handbook include sample forms and worksheets, a
glossary, and print and Web-based resources. In addition, volunteer profiles throughout the
document showcase the talent, passion, and commitment of volunteers and provide a sampling
of the diversity of volunteer positions.
The guidelines in this handbook are meant to get you started. You will need to customize
them to meet the circumstances of your community and organization and to comply with your
organization’s bylaws and Federal, State, and local laws and regulations.

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Chapter 1: Planning
Those who are not looking for happiness are the most likely to find it, because those
who are searching forget that the surest way to be happy is to seek happiness for
others.

Martin Luther King, Jr.
very organization has a vision, such as a world of healthy children, a drug-free
community, or a home for everyone. The organization’s mission helps define how to
Ereach the goal embodied in the vision. Volunteers can play an important role in helping to
carry out this mission.
Volunteers of America
Volunteers of America (VOA) is a national, nonprofit, spiritually based
organization providing local human service programs and opportunities
for individual and community involvement. From rural America to
inner-city neighborhoods, VOA provides outreach programs that deal
with today’s most pressing social needs. VOA’s Substance Abuse
Services provides intervention, education, and prevention services.
Planning for your volunteer program helps you ascertain how volunteers will contribute to
your mission and fit into your organization’s structure. You also can determine the purpose of
your volunteer program and the roles volunteers will play. Part of this planning process
includes seeking input from people who will be affected by the volunteer program, particularly
the board, staff, and clients. This chapter discusses aspects of planning, including defining your
mission, assessing your organization, developing a volunteer program, and describing
volunteer positions.
Define Your Mission
A sound mission statement will help define how volunteers fit into your organization. Your
mission statement identifies the scope of your organization’s operations and reflects its values
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and priorities. It helps you make consistent decisions, motivate others, build organizational
unity, integrate objectives with goals, and enhance communication. It can help you market your
organization by succinctly describing its culture and purpose.
What does a mission statement look like? Here’s an example: The mission of 100 Black Men
of America is to improve the quality of life within our communities and enhance educational
and economic opportunities for all African Americans. Its activities include mentoring,
education, health awareness, and economic development. The 100, as it is known, has 95
chapters in the United States, England, and the Caribbean, with more than 10,000 members.
Each member serves as a strong Black role model for our youth in today’s society.
Usually, creation of a mission statement occurs as part of organizational planning. Although
the topic of developing a mission statement is too broad for the scope of this handbook, below
we provide some basic principles related to mission statements. Resources for additional
information can be found at the end of this chapter, and sample mission statements appear in
Appendix B.
When you develop your mission statement,
Involve members at all levels of the organization
Put it in writing, and ensure that it is sufficient to help focus your organization’s efforts
Give it to all your members and post it prominently
Make sure that everyone understands it.
Assess Your Organization
Reviewing your organization’s use of volunteers will help you determine the direction you
want to take. Defining how you use volunteers, how you’d like to use volunteers, and how you
can develop a program will set the stage for a successful endeavor.
Assess Your Use of Volunteers
The first step in developing a volunteer program is for you, your staff, and your board to
assess your organization’s use of volunteers. You should agree on the reasons for using
volunteers and how volunteers fit into the organization’s structure. For example,
How will staff react?
Will you be able to expand your services if you use volunteers, or is a volunteer program a
way to save money?
How will using volunteers affect collaborative efforts? Will your partners be amenable to
working with your volunteers? Can you and your partners share volunteers?
Thus, you’ll want to examine how using volunteers might change your organization’s work,
as well as its culture. This discussion will give you a foundation on which to
Define the work volunteers will do
Explain to recruits your reasons for wanting volunteers
Create healthy teamwork between paid and unpaid staff.
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