How to Handle Fundraising Volunteers Who Don’t Follow Through

How many hours do you spend trying to wrangle your volunteers to do what they said they’d do? And what happens when they don’t?

On a recent consulting call, a board member said that he hadn’t made the donor calls he had promised to make a month earlier. And in that moment, I was reminded of the huge challenge of working with volunteers who don’t follow through.

When a campaign volunteer does not fulfill their duties, not only does the work assigned to them remain undone, but all of the things that would follow from that work are stalled.

An Example: The Board Member Who Didn’t Follow Through

Three board members divide up a list of twelve donors. They each agree to contact four donors to tell them about the planning process for a new building and invite them to a small meeting with the ED scheduled for the following month.

Two board members do their jobs. But Bill, who has four key donors on his list, doesn’t. He just lets it slide.

After a week, you email Bill to check on his progress. He doesn’t respond to your email. You wait a couple of days and email him again. Again, no response. So you call his cell phone and leave a message:

”Hi Bill, I’m checking on your progress with the four people you were going to contact. Give me a call back.”

And yes, you guessed it, no call back.

Consequences of Fundraising Tasks Left Undone

Let’s look at the consequences of Bill’s behavior.

• Days are slipping by and the four donors Bill was to contact haven’t been reached. Now the meeting they were invited to is only a week away.
• Bill knows full well that he hasn’t done his job. He’s avoiding you and you wonder if he’s going to show at the next board meeting.
• You don’t know if you should reassign Bill’s people or not.
• An unspoken rift grows between you and the more responsible board members and Bill.
• The board members who have done their assignments feel undermined.
• You’ve wasted your valuable time trying to get Bill to do his tasks.

This is a common volunteer story — particularly when it comes to fundraising.

And as you can see, the consequences of Bill’s lack of follow-through spread far beyond his four un-made calls.

7 FAQs for Helping Fundraising Volunteers Follow Through

When it comes to securing volunteer follow-through, here are seven questions that come up frequently:

1. How do I recruit reliable volunteers?

When selecting volunteers, you can identify reliable individuals by looking for two key traits: experience and passion. These volunteers have both the ability and interest to successfully complete their assigned tasks. 

When you invite a volunteer to take on a task, be clear about what you are asking them to confirm that it’s something they are able (and willing) to do.

Don’t say: “Don’t worry, just join the committee.”

Do say: “This job is going to require that you contact donors. Are you comfortable doing that? If not, it’s probably not the right fit for you.”

2. What do I need to communicate to volunteers?

When you recruit a volunteer, set clear expectations. Be as specific as possible about what is required, how much time they will need to devote to the task, and the importance of following through. 

Vague statements and downplaying responsibilities will result in volunteers who are unsure of what they have signed up for and may be unable to complete their work. In contrast, laying out expectations allows volunteers to understand exactly what they are signing up for and make a planned commitment. 

Don’t say: “Oh, it’s just a little task force. We won’t ask you to do much.”

Do say: “This task force will meet four times over the next two months. Your roles will be to help create a plan and then to get in touch with people you know to introduce them to our project.”

3. How should staff and volunteer expectations differ?

Capital campaigns are major undertakings that need serious commitment from both staff and volunteers. Right from the beginning, treat your volunteers as though they were staff. While volunteers are not paid, you should still highlight the importance of results, emphasize their responsibilities, and make it clear that they have made a commitment to your nonprofit.

Don’t say: “I so appreciate that your time is tight and that you are just a volunteer.”

Do say: “We do our level best to use everyone’s time well. We expect both staff and volunteers to do their work promptly and efficiently. That way, we can accomplish great things together.”

4. How can I hold volunteers accountable?

Volunteers will not have performance reviews the same way nonprofit staff will, but you can still ensure accountability by setting clear responsibilities and deadlines. Establish tasks and timetables for volunteers, and provide opportunities to report their progress. Make sure that everyone who serves on your committees sees the progress reports.

Don’t say: “Get this done in the next couple of weeks if you can.”

Do say: “We’ve all made a commitment to completing our calls before next Monday.”

5. How can I build an effective volunteer team?

Volunteer teams are at their most effective when they receive clear direction, have support for completing tasks, and understand their role in the success of a larger goal. 

Don’t say: “I’d appreciate it if you make these calls.”

Do say: “Together, our team has agreed to call 24 people before our next meeting in two weeks. I’ll be in touch with each of you at the end of the week to check on progress. These calls will help us secure vital funding for reaching our campaign goal.”

6. How can my nonprofit build a supportive volunteer environment?

Volunteers feel supported when they have the tools and training they need to accomplish their assigned tasks and receive recognition for a job well done.

Express your gratitude for your volunteers’ hard work, see and report on their successes, and pay attention to when they’re having trouble getting their work done and offer your help.

Don’t say: Nothing at all.

Do say:

“I’ve heard from several of our donors how much they enjoyed speaking with you. You have a real knack for those conversations.”

Or…

“It seems as though you’re having trouble making your calls. Let’s take a few minutes to make sure you have everything you need to find success.”

7. What are some volunteer communication best practices?

Volunteers will always appreciate clear and direct communication. 

When difficult situations arise, such as a volunteer not operating at the level expected, be polite but ensure you address concerns rather than kicking difficult topics under the rug. Approach these situations with solutions and an attitude of wanting your volunteers to succeed. 

Don’t say: “I know how busy you are, and we appreciate any help at all.”

Do say: “I appreciate how busy you are, and if you can’t make your calls in the next couple of days, I’ll be happy to take them over.”

You Can’t Do Everything On Your Own

It’s tempting to believe that volunteers aren’t worth the effort and that you can do it all yourself. In fact, more and more fundraising is being done by staff members.

But if you get the right people on your campaign bus and create a culture in which capable volunteers function well, you’ll boost the potential of your fundraising way beyond anything you could do yourself.