Program Management: Volunteer Management

Volunteer Interviewing Techniques

Management
"Let's Make a Deal!"

One of the most neglected areas of volunteer management training has been that of effective interviewing of volunteers. This is unfortunate, since good interviewing skills are essential to performing that most crucial of all volunteer management tasks, matching a potential volunteer with a task and working environment they will enjoy .

Even more unfortunate is the fact that much of the management training which does exist on interviewing deals with employment interviewing, which is actually based on a totally inappropriate approach for volunteer interviewing. The main difference is quite easily stated: "Volunteer interviewing consists of evaluating a person for a job, not for the job." Effective volunteer interviewing does not so much consist of examining an applicant's suitability for one job as it does evaluating the ability and desire of that applicant to fit productively in some position within the agency. Employment interviewing focuses on the question, "Who can do this job?", while volunteer interviewing should focus on the more creative question, 'Who will want to do this job?" Ivan Scheier called this "the People Approach" over 20 years ago, and that phrase still exemplifies the proper attitude.

Purposes of Volunteer Interviews
Among other things this difference in approach means that a volunteer interview has to accomplish more than the usual employment interview. There are two basic purposes:

Identify "Fit"
This includes determining the interests and abilities of the potential volunteer, determining their suitability for particular jobs, and assessing their 'Rightness' for the organization, its style of operation, and its mission.

Recruit
This includes answering any questions or concerns that the potential volunteer may have and 'selling' the volunteer on their ability to make a contribution to the agency and its clientele, or to derive personal satisfaction from helping.

The Interviewing Site
Since a volunteer interview requires a greater exploration of personal characteristics, site selection can be critical. Three attributes are critical:

1. Accessibility
2. Friendly atmosphere
3. Privacy

Remember the old adage: "You never get a second chance to make a first impression." What the potential volunteer sees and feels during the interview may shape their attitude toward the agency.

Pre-Interview Preparation
The following items should be ready before the interview:

• A list of possible jobs with descriptions of required work and qualifications.
• A list of questions related to each job.
• A completed application form by the volunteer with background information
• A set of open-ended questions to explore the motivations of the volunteer.
• Information and materials on the agency and its programs.

Opening the Interview
The beginning of the interview should focus on:

• Making the applicant feel welcome. Express appreciation for them coming to meet with you.
• Building rapport. Explain what you would like to accomplish and how they fit into the process. Let them know that their determination of whether volunteering would be suitable is the intent of the discussion. Let them feel 'in charge.'
• Giving them background about the agency. Ask them what questions they have about the agency and its purpose and programs.

Conducting The Interview
The major portion of the interview should be devoted to the following:

• Exploration of the applicant's interests, abilities, and situation. Determine why the applicant is considering volunteering and what types of work environment they prefer.
• Discussion of various job possibilities. Explain the purpose and setting of jobs and let the applicant consider them.

Use this as an opportunity to let the Employment Interview: "The Person that is Right for the Job"/Volunteer Interview: "The Job that is Right for the Person"applicant discuss how they would approach various jobs, which will tell you more about their intentions and level of interest.

• Discuss agency requirements: time commitments, training requirements, paperwork, confidentiality rules, etc. Let the volunteer know what will be expected of them.
• Remember that you are still 'recruiting' the volunteer at this stage, so do not forget to explain why each job is important to the interests of the agency and the clientele.
• Look for personality indicators that will help you in 'matching' this person to a situation where they will be happy.This can include items such as whether they smoke, desire for individual or group work, and other preferences.

One of the important skills to possess during the interview is the ability to determine an unexpected talent in the volunteer and to begin to construct a possible volunteer role on the spot. This requires a good understanding of the agency and its programs. If you make use of volunteers to conduct interviews (at which they are great at building rapport and seeing things from the viewpoint of the potential volunteer) make sure they have a broad background about the agency and its program needs.

Closing the Interview
The interview should be concluded by:

• Making an offer of a possible position to the volunteer, or politely explaining that you have no suitable openings for them at this time.
• Explaining what will happen next: making background or reference checks, scheduling a second interview with staff, scheduling a training session, etc. Explain the process, the time frame, and the role
• Getting the permission of the volunteer to conduct any reference or background checks.

Face-to-Face or Over the Telephone?
Some programs are not in a position to conduct interviews in person. This obviously creates a less 'personal' situation, and inhibits both the ability of the agency to evaluate the volunteer and the volunteer to assess the agency. Generally speaking, it is highly desirable to conduct face-to-face interviews for situations which have the following attributes:

• The job requires a longer time commitment and thus a higher motivational level on the part of the volunteer
• The job entails greater responsibility or requires a capacity or skill above the ordinary.
• The job possesses high sensitivity because of the nature of the work or the relationship with clients.

If you are unable to conduct an in-person interview for a job which involves any of these characteristics, it is highly desirable to schedule a 30-day review with the volunteer to see how the are doing and feeling.

"We’re Looking For A Few Good Questions…."

• "What can I tell about our agency?"
• "What attracted you to our agency?
• Is there any aspect of our work that most motivates you to seek to volunteer here?"
• "What would you like to get out of volunteering here? What would make you feel like you’ve been successful?"
• "What have you enjoyed most/least about you previous volunteer work? About your paid jobs?"
• "Describe you ideal supervisor. How do you prefer that supervisor relate to you?"
• "Would you rather work on your own, with a group, or with a partner? Why?"
• "What skills do you think you have to contribute?"
• "How would you spend the day if you could go anywhere and do anything?"
• "Are there any types of clients that you would most prefer to work with? That you would not feel comfortable working with?"
• "What do you think is the most important thing we should be doing to help our clients/fulfill our mission in the community?"
• "How do you think you would go about this volunteer assignment? Where would you start and what do you think are the most important considerations?"
• "Give me and example."
• "Why do you think that was the case?"