Problems occasionally arise in all organisations – even those built on goodwill and shared purpose. In volunteer programmes, where relationships are based on mutual respect rather than contracts of employment, it’s important to handle problems sensitively and clearly. In his latest blog Dave Thomas, Volunteering Development Officer, outlines a straightforward, informal approach to resolving problems involving volunteers and contrasts it with the more formal grievance and disciplinary procedures used with paid staff.
A simple, supportive approach for volunteers
Volunteers aren’t employees, so applying formal HR processes directly to them can feel inappropriate and alienating. Instead, organisations should take a person-centred approach focused on communication and resolution. Here’s a simple four-step process for addressing concerns in a volunteer programme:
1. Early conversations
Many issues can be resolved informally with a timely, respectful chat. Whether it’s a concern about conduct, performance or communication, raise the issue early in a one-to-one setting. Show empathy, be clear about what you’ve noticed, and listen carefully to the volunteer’s perspective. Often, people are unaware their behaviour is causing concern and appreciate being told in a calm, constructive way.
2. Agreeing a way forward
If the issue is acknowledged, work together to agree what needs to change. This might include clearer boundaries, extra support or a short break from volunteering. Be positive and future-focused. Document the conversation and follow up in writing with agreed actions – not as a warning, but as a reference point for mutual clarity.
3. Monitoring and checking in
Revisit the issue after an agreed period to check progress and offer support. If things have improved, celebrate that. If problems remain, decide whether further support is appropriate or whether it’s time to consider alternative options.
4. When it’s not working
If the issue persists despite support and clear communication, it may be necessary to ask the volunteer to step down or pause their involvement. Handle this with sensitivity, dignity and appreciation for their contribution. Ideally, have a simple, values-led policy in place to guide this. (See below for a template)
How this differs from staff grievance and disciplinary procedures
In contrast, formal employment processes are governed by legal frameworks and organisational policies. Paid staff have employment rights, and issues are managed through set procedures such as:
- Grievance policies where staff can raise concerns formally.
- Disciplinary processes that involve formal investigations, warnings, and the potential for dismissal.
- Representation rights including being accompanied by a colleague or union rep.
These procedures are more structured and legalistic, often involving multiple stages, formal records, and HR oversight. While necessary for fairness and accountability, they can feel adversarial – which is why applying them to volunteers risks damaging relationships and morale.
The importance of proportionate and distinct processes
While both staff and volunteers deserve to be treated fairly and with respect, the mechanisms for doing so should reflect the nature of their role. Volunteers give their time freely and are motivated by connection, purpose and community. A proportionate, relational approach to problem-solving – built on empathy and shared values – helps maintain trust and keeps the door open for positive resolution.
Having clear, separate procedures for volunteers and staff – tailored to each group’s needs and status – demonstrates professionalism and care. In the end, it’s about creating a healthy, open culture where concerns are addressed early, honestly and with compassion.
You can download your Problem Solving Policy template here.
Ready to learn more? Join Dave Thomas for his training series, designed especially for leaders of volunteers, including the training course 'Dealing with conflict in your volunteer programme'. There are other training courses available to support your volunteer-involving organisation, so check those out too!
