Training Development

  • Look within your organization for staff members who would make great presenters for your volunteer trainings. Many individuals on staff are likely experts in a variety of areas in which you plan to train volunteers. Utilize their knowledge and expertise before going outside your organization. They may also have training materials already developed that can be tailored to meet your specific needs.
  • When creating a training manual for volunteers, start with information universally essential for them, regardless of their specific roles. Then, develop separate handbooks tailored to each distinct volunteer role. For instance, if your organization’s program includes a social connection program, a lawn care program, and a transportation program, develop a comprehensive volunteer manual and then create three distinct handbooks—one for each program Develop a targeted approach in training, emphasizing the specific skills and knowledge required for each individual role.
  • When developing a volunteer’s training and onboarding, consider if the training is appropriate for the type of assistance the volunteer will be providing, ensure the training is comprehensive enough to set your volunteer up for success.
  • Scripts provide consistency for both trainers and volunteers across various training sessions, so try to write scripts whenever possible.
  • Develop an abbreviated “pocket guide” for volunteers including quick tips, the role of the volunteer, emergency plan, important contact numbers, and any other important information that they can carry with them when performing their volunteer duties.
  • High quality volunteer training is important in setting up both your volunteer and program participant for success. Providing consistent training across all volunteers results in consistent service delivery. Offering a general training session ensures all volunteers learn the standard information to volunteer for the organization. Try to include information for all volunteers about topics such as how to build rapport with a care recipient, how to be an effective listener and facilitator and how to use open-ended questions to generate conversation.
  • Experiential training methods provide an opportunity for volunteers to practice providing assistance before interacting with a program participant. Offering training to volunteers grouped by area of service provides an opportunity to role play potential challenges that may occur in a safe space, to navigate how to approach them and learn strategizes to overcome these challenges when providing assistance.
  • Consider these things when planning training sessions for university and college students: what is the ideal timing for student training each semester, avoid scheduling orientations too close to the start or end of college break periods, and engage students with consistent communication to keep continued interest.
  • Consideration of the volunteer’s demographic and skillset is imperative during the training process. Younger volunteers and volunteers living in urban and suburban areas with internet access may prefer the flexibility of asynchronous trainings, while those volunteers with limited internet access or limited computer access/skills may require in person trainings at a variety of locations. During the ramp up process, determine which method you will be using for trainings, in person, virtual, online or all and develop your training curriculum to meet each method of implementation.
  • Utilization of asynchronous training provides volunteers the opportunity to learn at their own pace, access and complete modules at any time convenient to them and review materials for clarity. This methodology allows volunteers to start training immediately while they are eager to volunteer which helps you to avoid attrition while they wait for the next training. It also allows you to engage volunteers outside your community who are interested in volunteering for you virtually or in person in their own community. This training approach may be especially beneficial to student volunteers with complicated or demanding class schedules.
  • Develop training materials that can be viewed or shared online or as a handout, utilizing language understandable at all reading levels.
  • Consider offering a post- training quiz to determine understanding and competency. This will help you to evaluate the skill levels of your volunteers.
  • Offer training in modules as each type of volunteer may not need to be competent in every training module. This also provides the opportunity to complete the training at the volunteer’s availability, as some may not be able to attend an all-day event but could participate an hour at a time.
  • Training volunteers to serve as program facilitators for group activities can be highly successful. This frees up time for staff to focus on other priorities such as participant and volunteer recruitment, community outreach and sustainability while the volunteers lead the programs. Consider building an infrastructure that includes this component.
  • When establishing a transportation program or recruiting volunteer chaperones for transportation, ensure that each driver is equipped with a first aid kit and emergency contact information for the individuals they are transporting. Provide training opportunities in first aid and CPR, with a particular focus on volunteers who are transporting care recipients and family caregivers to and from outpatient procedures
  • Developing a structured training process for volunteers complemented by a comprehensive volunteer manual ensures the program’s fidelity resulting in a consistent, high-quality experience for family caregivers and care recipients.
  • Develop policies guiding volunteer and client relationships. This can be a critical element of the education and training process for older adults and volunteers. It is essential to help volunteers and older adults set boundaries to protect privacy and ensure that volunteers do not take on responsibilities that are better left to trained staff.
  • Expand your volunteer training beyond program mission, purpose, and operation. Include volunteer/staff mental health and bereavement support; diversity, equity, and inclusion training; and poverty and lifestyle simulations of those supported through this work. Include funding in your budget to support these areas.
  • During training, encourage volunteers to be mindful of their personal judgments and biases when providing nonmedical volunteer assistance to someone with whom they might not otherwise connect. Encourage volunteers to look for common ground and find ways to connect despite differences in values, life experiences, faith, or political beliefs.
  • Consider including in your training sessions information about additional resources available through your organization and in the community. Follow that with educating volunteers in how to listen for the additional needs of their care recipients. This education will help to create a pool of community connectors who can provide a deeper scope of services to their care recipient and provide resources to their friends, family, and neighbors.

 Onboarding and Orientation

  • Minimize the time between potential volunteers expressing interest and the time they begin their volunteer assignments. Usually, volunteers are interested in starting immediately, not three months in the future. Offer trainings at a frequency that is manageable for staff and keeps pace with prospective volunteer interest.
  • Providing a comprehensive orientation packet is critical to training a successful volunteer. In addition to information specific to volunteering at your organization, consider including the some of the following components:
    • A volunteer job description
    • A volunteer application
    • A waiver of compliance
    • The importance of volunteering
    • How to develop relationships and build rapport with care recipients and family caregivers
    • How to communicate with older adults
    • How to be non-judgmental
    • Unconscious bias
    • Ageism
    • How to demonstrate effective listening skills and facilitate conversation with open ended questions
    • Information about dementia or other disease specific information the volunteers may need
    • Overall program goals
    • Steps and requirements for completing a background check
    • Safety and emergency protocols
    • HIPAA compliance if appropriate
    • Appropriate use of social media
    • A list of community-based resources the volunteer can share with community members
    • A list of acronyms commonly used in your organization
    • How to set boundaries with care recipients and family caregivers
    • How to report back to family caregivers when appropriate
    • Who and how to report back to the organization’s staff about issues
    • How to select volunteer opportunities
    • How to report volunteer hours
    • Samples of all required documentation
    • How to collect stories for use in marketing
    • A list of conversations starters or scripting for those volunteers who are unsure how to start the relationship with the participant.

 Training Process

  • Ensure your volunteers are respectful of the religious and cultural beliefs of the family caregivers and care recipients with whom they are matched. During trainings, teach volunteers to listen, provide support and be encouraging while avoiding judgment and influencing decision making.
  • During volunteer trainings, demonstrate the value of long-term relationships between volunteers and care recipients/family caregivers. Share the benefits of volunteering with new volunteers. Explain that long-term relationships with participants decrease social isolation, provide a sense of purpose and connection, and build trust.
  • Provide new volunteers the opportunity to shadow experienced volunteers to gain better confidence and insight into the volunteer role.
  • Using online forms, such as Microsoft Forms or Google Forms, for gathering onboarding information can be helpful. These platforms transfer the information provided into an Excel sheet or Google Sheet for easy access by you. Depending on formatting, this method can help flag potential issues for you.
  • Consider collaborating with other departments within your organization or other organizations within the community when providing volunteer trainings. Others may already have developed components that would fit perfectly into your training program and be willing to share. This can save you a significant amount of time and help build those community relationships.
  • Strive to connect personally with each volunteer applicant to get to know their interests, motivation, personality, and circumstances. In doing so, you model the kind of relationships you hope volunteers will develop with clients which includes listening to understand a person’s needs, strengths, and goals.

Training Resources

  • See Resources > Volunteer Trainings