Evaluation

Performing a volunteer evaluation is an opportunity to reflect on the connection between a volunteer’s experience and a program’s effectiveness in supporting its volunteers.  A volunteer’s experience is often a strong indicator of the quality of a learner’s experience. Gauging volunteer satisfaction through a questionnaire, a person-to-person discussion or a formal evaluation helps in determining whether or not a program is meeting its goals, serving its learners, and supporting volunteers. Evaluations can also position a program for grant opportunities by showing funders the outcomes achieved.

Volunteer feedback can provide insight on:

• achievements and successes of volunteers and the learners they serve
• how volunteers feel about their experience
• ways to improve the volunteers’ experience that will lead to greater volunteer retention and, in turn, improved learner outcomes
• program direction and goal-setting
• how to correct problems or barriers faced by volunteers

In addition, when volunteers participate in an evaluation process, it can increase their investment in the program and help them think in terms of its long-term viability and survival.  It shows volunteers that their opinions or suggestions are valued and affirms the importance of the service they provide.

Volunteer Questionnaires

Using a questionnaire is one way to ask volunteers to share their feedback. Below are several templates intended to by modified by each program according to its needs.

    Sample letter asking volunteers to complete a questionnaire
    Sample volunteer questionnaire - to be completed electronically or as a paper form
    Sample volunteer questionnaire - to be used as a basis for discussion

Programs may choose to use a questionnaire in a variety of ways depending on its size, available staff time, and the role(s) of volunteers. Below are two options to consider.

Ask volunteers to complete the questionnaire by mail or email.

• One option is to send it 1 to 3 months after volunteers begin service.  This allows any concerns to be addressed early on and may prevent future issues.  It is also a good indicator of the effectiveness of the volunteer’s orientation and training experience. 
• Another option is to send it to all volunteers at the close of each program year, or at an interval in between. This provides an avenue for any lingering concerns to be addressed.  The results can be compared with previous years to gain insight on how volunteers’ experiences change.  Also, the questions can be modified to reflect programmatic changes from year to year.  This can be helpful when evaluating these changes as a whole or how they affect volunteers.
• It’s important to follow up after the questionnaire is returned, unless it’s done anonymously.  Acknowledging a volunteer’s feedback, and addressing any concerns that may have been expressed, can increase the volunteer’s sense of belonging and commitment to your program.

Or, conduct check-ins or interviews with each volunteer.

• Meeting with volunteers one-to-one can provide a meaningful way for them to express their positive experiences and share concerns.  Relating directly with the volunteer in this way can strengthen his or her relationship with staff and investment in the program.  The questionnaire can be used to interview volunteers about their experience or as a general outline for the discussion.
   

Providing Feedback to Volunteers

Evaluation goes both ways. Ongoing or regular feedback with volunteers as situations arise is the most effective form of communication. A more formal evaluation is a recommended for volunteers who teach a class or lead a small group as part of their classroom assistant duties at programs striving to provide the highest quality services. It's an opportunity to support and coach volunteers. This could include observing their teaching or tutoring skills and providing feedback. Below are tools for giving constructive feedback to volunteers:

    Suggestions for Volunteer Observations and Feedback
    Volunteer Teacher Observation Form
    Volunteer Classroom Assistant Evaluation Form
 

Exit Interviews or Surveys

Volunteers may choose to end their volunteer involvement for a variety of reasons. Discussing their experience as part of an exit interview is a way to end the volunteer relationship on a positive note. It's an opportunity to receive feedback that may help improve the program, as well as acknowledge the important contributions made by a volunteer. Alternatively, programs can send an exit survey after a volunteer has left. Below are questions to include in an exit interview or survey:

    Sample exit questions

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