Christians are naturally horrified when churches act more like businesses than churches, and rightfully so. The truth is though that most ministries are not great at volunteer recruitment and retainment. Those responsible for those tasks could actually learn something from how businesses retain employees.
If you’ve ever worked in the business world, you have probably seen all sorts of efforts to attract and keep good employees. Some seem to work, while others are obviously disasters. Is there any science behind what actually works? There is and it could help you retain those top quality volunteers you so badly need in your ministry.
Back in the 1990’s, the Gallup organization did a major poll. In it, they were attempting to find not only what made employees content at work, but also what made them successful. They looked at a myriad of sectors, companies and employees. They found the same qualities were consistent regardless of the environment. While they didn’t poll ministries, I think it is safe for us to extrapolate some of the data shared in the book First Break All the Rules by Buckingham and Coffman (I realize the irony in the title and truthfully don’t agree with some of the things later in the book not connected to the poll.)
They found that the answers to twelve questions in particular were especially predictive. Seven of the twelve when answered in a very positive fashion were indicative of employees who were most likely to stay where they were working happily and were also very productive. If we translate the focus from business to ministry, this is what the questions might sound like to your volunteers.
1. Do I know what is expected of me in my volunteer role? Not just the title of the role, but what are the actual expectations of someone who does the role well? Don’t assume people know. Be specific. This can also refer to outcomes. What do you want to be the results of what they are volunteering to do? Once again, be as specific as possible. Define terms and clarify that you both have the same understanding. Ambiguity leads to confusion and both are uncomfortable for your volunteers.
2. Do I have everything I need to do my volunteer role well? This includes more than just supplies. Do they need a helper or two? Are the facilities appropriate for what you are asking them to do? If you are asking someone to teach in a freezing classroom, they are going to have trouble getting their students to pay attention. Ask them what they need to succeed and help them get it. Check back regularly as something new might arise as they perform their role.
3. Do I have the opportunity to use my talents or am I being asked to perform a role for which I have no talent? We can’t say this enough. Stop recruiting for volunteer roles as if anybody can do them. This especially replies to Bible class teachers. You need people who have the gift of teaching even if they aren’t professional teachers. And stop asking a person with one gift to also perform tasks in their role which are not their gift. A great teacher is not necessarily a great artist. Find someone who is to decorate their classroom for them. It will relieve everyone’s stress and improve results when people are using their gifts.
4. Does anyone in my ministry care about me as a person? Do you know what is going on in the lives of your volunteers? Do you truly care? People can tell whether you love and care about them or if they are just a warm body filling a role to you. It makes a huge difference. Love your people and support them.
5. Do my opinions matter? Your volunteers see and experience things you don’t. They may have knowledge, training and experience you don’t. Listen to them. Don’t immediately discount what they say or ignore them. Prayerfully consider what they tell you and if you don’t take their advice, explain to them why you have decided to go a different direction. Not listening to your volunteers well communicates that you don’t value and respect them which undermines everything.
6. In the last week have I received recognition, praise or gratitude for good work? Don’t wait for teacher appreciation week or some event that only happens once or twice a year. Give weekly feedback. Be grateful. Share positive things you are hearing from others about their work. Have absolutely nothing positive to say to someone? Then you have placed them in the wrong role. Apologize and replace them with someone who can do it well. Figure out the gifts of the original person and place them in something that is a better fit.
7. Is there someone who encourages my growth as a Christian and in my volunteer role? Send volunteers links to things like our blog posts. Have a book club where you read one of our best practices books or some other book that will help them grow. Host a high quality training seminar. Have Bible study together or text them verses. Let them know you are praying for them and ask them to pray for you. Everyone can grow as a Christian and in the ways they serve and share their faith. Give them the tools and encouragement to do it.
How would your volunteers answer these questions? If any answers would be “so-so” or “no” then improving how you manage volunteers in those areas might just improve your volunteer retainment drastically. And that’s great for everyone touched by your ministry.