This focused discussion took place on 13 August 2024

It can be challenging to have difficult conversations with volunteers who have ‘gifted’ years of service to your organisation and, of course, are there because they want to help other people.

Our guests were split into two groups and had two very different conversations. From these conversations we have been able to break it down into some Top Tips that we hope you will all find useful.

How do you approach a volunteer who has overstepped the boundaries?

If it is going to be a tricky conversation and there have been multiple events prepare a list of all the things that you need to raise so that you're seeing the bigger picture, summarise the situation and ensure that you have everything covered before speaking to the volunteer.

Be firm, but kind and fair.

Use the word concerns rather than complaints.

Remind them of the agreement they signed when they became volunteers. They will have agreed to follow the organisations values, policies and procedures. Within those values there will be something about respect and empathy.

Reiterate that if they are doing something outside of the volunteer role description, they and the patient will not be covered by the organisations insurance.

If the volunteer is not happy and creating a negative impact, perhaps ask them to step back for a while.

Make sure that any verbal communications are recorded. Follow up with a written communication to confirm what you have discussed and confirm the action plan going forward. Also mention in the communication if you get other reports or concerns raised that you may have to ask them to step back from volunteering until they feel able to abide by our guidelines.

How do you try and avoid issues occurring?

Make sure that the staff they are working with are fully aware of the volunteer role boundaries so that they do not inadvertently request the volunteer to do a task outside of that boundary.

Have a very strict scope of practice in what they can and can't do in.

Be very clear in your role descriptions and inductions about what can and cannot be done by the volunteer.

Follow up with group reminder sessions.

Think carefully about any extra training given to volunteers outside the role description's boundary. For example, Patient Handling and First Aid

Where possible ask volunteers to get involved in projects so that they can voice any thoughts or concerns from a volunteers’ perspective.

Retired staff who become volunteers

Ex staff can make good volunteer mentors.

Some organisations encourage retired staff not to go back to the ward they were working in and try something different.

Encourage them to take a break before coming back as a volunteer to give themselves time to re-adjust.

Be open and honest with retired staff making it clear what the scope of practice is and that they will need to go through any volunteer training.