Volunteer Onboarding vs. Ongoing Training: What to Cover

Great volunteers aren’t just found—they’re cultivated. However, there is a delicate balance between welcoming a new face and equipping them for the long haul. If you rush from volunteer sign-ups straight into complex training, you risk overwhelming new supporters or stagnating experienced ones.

While the terms are often used interchangeably, onboarding and ongoing training are two distinct parts of the volunteer lifecycle. Understanding the difference is essential to facilitate retention and engagement.

Better Impact’s volunteer training guide breaks down each stage and what to cover as follows:

Let’s dive into each of those categories, starting with what to cover in initial onboarding.

Volunteer Onboarding: Laying the Foundation for Success

Think of onboarding as the welcome mat of your volunteer program. This phase is less about the deep mechanics of skill-building and more about culture, connection, and clarity. It’s the best time to help your volunteers get acquainted with your mission.

During onboarding, your goal is to answer volunteers’ big-picture questions. What’s your organization’s mission? Why does this work matter? How does volunteering fit in?

If you jump straight to technical training, volunteers may know how to do the work but lack the passion behind why they’re doing it.

To ensure new volunteers have everything needed to perform effectively from day one, focus on these core areas:

• Mission and Organizational Culture: Teach volunteers your organization’s mission statement and values. If you’re meeting in person, consider giving a facility tour and setting aside time for new recruits to mingle with staff and existing volunteers. This communicates that your supportive culture isn’t just a recruitment tactic but rather a core aspect of your volunteer program.

• Policies and Procedures: This might feel like the “boring part,” but covering details like dress codes and safety is essential for risk management. Be clear on attendance expectations—like how to swap shifts or who to call if they can’t come in at the last minute—and walk through how to track hours. Finally, compile all policy information into a volunteer handbook to reference as needed.

• Role-Specific Training: Each role has different responsibilities, so take a tailored approach. For example, a marketing volunteer needs to know your brand voice guidelines, while a fundraising volunteer may need to know how to navigate your donor database. Whether you use online courses or hands-on sessions, ensure they understand the specific duties of their role. 

Cement what volunteers have learned in onboarding by having them shadow an experienced volunteer during their first shift. This way, they can see how their role is supposed to be performed and ask any final questions before they start working independently.

Ongoing Volunteer Training: Driving Better Long-Term Results

After their first few shifts, a volunteer understands the culture and logistics and is ready for ongoing development. While onboarding happens once, development is a continuous journey. This stage is about building upon that initial foundation, elevating specific competencies, and growing confidence, which ultimately boosts volunteer retention.

Think of development as moving from the general to the specific. It empowers volunteers to handle real-world scenarios without overloading them during initial onboarding.

To encourage growth, incorporate these elements into your ongoing training plan:

• Resource Library: Create a hub where volunteers can access information on demand and find answers independently. This could include documents, videos, and slide decks.

• Online Courses: Whether you use a learning management system (LMS) or share instructional videos, online courses allow volunteers to learn at their own pace and develop specific skills—like understanding restricted funding for fundraising volunteers or implementing email marketing best practices for marketing volunteers. You can even gamify the experience with digital badges or certificates.

• Live Training Sessions: Use workshops or webinars for hands-on learning, role-playing scenarios, or deep dives into complex subjects. This also provides a space for volunteers to ask questions.

• Open Lines of Communication: Establish regular check-ins and feedback loops. When volunteers feel heard, they’re more likely to express where they need more support or training.

• Mentorship Programs: Shadowing and mentorship provide practical application of skills and bonding opportunities between new and seasoned volunteers. Plus, mentoring gives experienced volunteers an opportunity to develop leadership skills.

Separating onboarding from ongoing development allows volunteers to absorb new information without feeling overloaded. Onboarding establishes a relationship and lays a cultural foundation, while development builds the competence to serve effectively. By structuring your program this way, you set your volunteers up for success from day one and support them long-term.