The Challenge
A local charity relied on a dedicated team of volunteers to support its growing range of community services. As demand increased, new volunteers joined and existing volunteers naturally began taking on additional responsibilities.
Over time, however, the boundaries between roles became blurred.
One volunteer believed they were responsible for coordinating weekly activities, while another assumed they had the authority to make decisions about volunteer rotas. Both were acting with the best intentions, but neither realised their responsibilities were overlapping.
Small frustrations began to emerge. Decisions were being duplicated, communication became inconsistent, and other volunteers were unsure who they should approach for guidance.
The charity’s coordinator noticed the growing tension but wanted to address it before anyone became disheartened or chose to leave.
Taking a Step Back
Rather than allowing assumptions to continue, the coordinator contacted the Early Resolution Service to discuss the situation.
The conversation quickly highlighted that this was not a personality clash. It was a lack of clarity around expectations and communication.
With support, the coordinator arranged a structured meeting where everyone involved could explain how they understood their role and what they believed was expected of them.
The discussion remained focused on improving how the team worked together rather than identifying who had made mistakes.
The Resolution
Once everyone had the opportunity to speak openly, it became clear that the confusion had developed gradually as the charity evolved.
Together, the team agreed to:
- clearly define each volunteer’s responsibilities
- identify who would make day-to-day operational decisions
- establish regular team check-ins to discuss any concerns
- encourage volunteers to ask questions whenever responsibilities were unclear.
The atmosphere changed almost immediately.
Volunteers felt more confident, communication became more straightforward, and the coordinator was able to spend less time resolving misunderstandings and more time supporting the charity’s work.
Most importantly, the charity retained two experienced volunteers who had both been considering stepping back because of the ongoing uncertainty.
Key Learning
Volunteer relationships thrive when expectations are clear.
As charities grow and evolve, roles often change naturally. Without regular conversations about responsibilities, even committed volunteers can become frustrated through no fault of their own.
Taking time to clarify expectations helps people feel valued, supported and confident in the contribution they make.
Sometimes, a simple conversation is all that’s needed to prevent a misunderstanding from becoming a conflict.
Could this happen in your organisation?
Many charities depend on volunteers who willingly go above and beyond to support their communities. As organisations develop, it is worth taking time to ensure everyone understands their role, how decisions are made and where they can seek support.
The Mediation Agency’s Early Resolution Service offers BVA members a confidential initial discussion to help explore challenges before they escalate. Whether the issue involves volunteers, trustees, staff or leadership teams, early support can often strengthen relationships and prevent unnecessary conflict, allowing everyone to remain focused on the charity’s purpose. Read more about the service and let’s arrange a time to help you: https://www.mediation-agency.com/early-resolution-services-basingstoke-voluntary-action