Exploring the Dynamics of Volunteer and Staff Interactions: From Satisfaction to Conflict. Issue 2 (14th August 2017)

• Record Type: Journal Article
• Authors: Rimes, Heather; Nesbit, Rebecca; Christensen, Robert K.; Brudney, Jeffrey L.
• Is Part Of: Nonprofit management & leadership. Volume 28:Issue 2(2017)
• Page Start: 195
• Page End: 213
• Publication Date: 2017-08-14
• Subjects: case study -- human resources -- management -- research -- volunteers; Nonprofit organizations -- Management -- Periodicals; Nonprofit organizations -- Periodicals; 658.048
• DOI: 10.1002/nml.21277
• Languages: English
• ISSNs: 1048-6682

Abstract

Abstract : The quality of the relationships between volunteers and paid staff can have far‐reaching consequences for organizations that utilize volunteer programs to support service delivery. We utilize a mixed methods case study design to explore volunteer and staff perceptions of their mutual interactions within a large library system in the southeastern United States. We consider which areas of these interactions might be vulnerable to conflict. Our findings suggest that conflict is likely to arise due to communication problems, behavioral or attitudinal issues, perceptions of job vulnerability, divergent expectations, lack of trust, and workflow integration hurdles. We argue that to avoid these tensions and promote effective service delivery, staff members must have appropriate training and preparation to interact successfully with volunteers.