When No is the Right Answer: Declining a Volunteer

One of the most frequent questions we hear from leaders of volunteers is how to decline a volunteer professionally and with kindness and we are always happy to share suggestions in response. However, I get concerned when I hear a variation of that question—one that goes like this, “Is it okay to decline a volunteer?” Usually, this inquiry is followed up in hushed tones with the explanation, “My leadership is not comfortable with us turning away any offer of help.”

This question concerns me because, while I understand that saying, “No, thank you” may not be easy, it is, at times, the best answer for all parties. There are many reasons an individual may not be an appropriate fit for the volunteer position, including not meeting basic skills or eligibility requirements, being unable or unwilling to be trained to be successful in the role, being unavailable when the work is needed, or posing a risk to clients, staff, other volunteers, or the community. Placing such individuals into volunteer positions usually means problems down the road. These time-consuming and sometimes risky challenges can be mitigated or avoided through a comprehensive screening practice, which begins with recruitment and the application process.

Too often, our recruitment focuses on a “come-one-come-all” message, in hopes of ensuring that open positions are filled quickly and that sometimes reflects an organizational reluctance to say no to anyone. In response, my recommendations are:

Implement a clear application process.

• When all individuals are expected to apply for a volunteer position, it’s clear that the organization will be selecting only those individuals who are right for the available positions (and that means those who will benefit your organization as well as those who will be successful given the training and support you are able to provide). Applications are an important part of your organization’s risk management planning, and they communicate that not all individuals who want to volunteer will necessarily be accepted to volunteer.

Focus on being accessible, rather than being open.

• Often, we mistake being open with being accessible. We can be welcoming and accessible, yet still ensure that placement is made only when the volunteer has potential to be successful and when the work will truly be aligned with our mission. Instead of embracing a philosophy of “accept anyone,” focus instead on accessibility to all prospective volunteers, by considering such questions as:
• How easy is it for prospective volunteers to find information on volunteer opportunities?
• Is the application not only accessible but available in different languages, when appropriate? (And if available in more than one language, do you have staff or volunteers who can translate the responses?)
• Do volunteer activities take place in an easily accessible location and at a time when volunteers can easily serve?
• Remember, being accessible and welcoming also means avoiding the common tendency to accept only individuals who are similar to staff or current volunteers. Don’t fall into the trap of defining the “right fit” as “similar to me.” Instead, broaden your view of the “right fit” to those who enrich the culture and bring new skills and experiences to table.

Once you have assessed the accessibility of volunteer opportunities, then it’s time to develop a comprehensive screening policy. Each volunteer role—or each family of positions—can be audited for the level of risk and responsibility involved. Based on that information, develop a screening policy. Which positions, if any, require an interview? Which would require a background check and identity verification? Are any licenses or credentials required—and, if so, how will you verify those? My recommendation is:

Create a comprehensive screening policy.

• A comprehensive screening and placement policy allows for outright declines/rejections of candidates who are not the right fit or who don’t pass your background checks or basic skills requirements. By having a screening policy and protocol (i.e., required application, interview, appropriate background checks), you have the tools to decline applicants when needed.
• Communicate the screening policy through the application process by clearly informing all prospective volunteers that they must complete a basic application and that some positions require additional screening steps, including, for example, successful completion of training. Doing so not only avoids any surprises, but also communicates the organization’s respect for the applicant’s time and skills—noting that you are thinking about their needs as well as those of the organization.

With a solid screening process in place, you may, occasionally, still need to decline a volunteer. When that’s the case, my recommendation is:

Define the possible reasons for declining an applicant and the types of declines you may implement, then implement them consistently.

• A solid screening policy includes potential scenarios in response to a volunteer application, such as accepting qualified candidates, offering provisional acceptance, declining the person but offering to keep them on a list if a more appropriate position opens up, or outright decline. You can read more about these scenarios and see some suggested wording for rejection messages in this post, Saying No When No is the Right Answer.
• Regardless of the reasons, communicate rejections clearly and promptly. In turning away a candidate, it’s important to be clear, concise, and brief.

Remember, investing in this process now will pay off in the end. As Susan Ellis writes in her book, The Volunteer Recruitment Book: “In an ironic twist, if your organization develops the reputation of setting standards and not accepting every candidate who wishes to volunteer, you make being accepted as a volunteer a status symbol. This is a big boost to your ongoing recruitment efforts.”

Take the Next Step in Volunteer Management

Implementing effective volunteer screening and management processes is crucial for the success of your organization. With Volunteer Impact software from Better Impact, you can streamline your recruitment, training, and management of volunteers, ensuring you find the right fit for every role.