Welcome tO


Program Overview



This year, due to COVID-19, the course is going online.  Participants will engage in lecture, discussions and have opportunities for networking and creative problem solving.  They will be given a participant manual filled with checklists and best practice resources–all drawn from Kathleen and Wendy’s careers as practitioners and nationally recognized experts in the field of volunteer engagement.

This course will benefit anyone in the nonprofit, association, and governmental sector who seeks to learn how to build a successful volunteer program. Participants will discover the latest volunteer management trends including how to engage and support virtual and remote volunteers.  They will learn key steps in the volunteer management process and develop skills and techniques that are useful to any organizational leader.


Scheduled Sessions

(online, live & interactive)



The Certificate in Volunteer Management will be conducted over six half-days and will include homework assignments.

Upon completion, participants will earn a Certificate of Completion and 2.8 Continuing Education Units (CEUs) from Austin Community College. These may be eligible for use in meeting professional certification requirements.

Course Textbook: The Last Virtual Volunteering Guidebook





Course Content

Describe the components of a well-run volunteer program
This session sets the stage for the Volunteer Management Certificate Program and creates an opportunity for participants to establish a learning community that will sustain them after the course ends. It provides an overview of the steps and processes needed to ensure that a volunteer’s time is used effectively, and that the organization achieves its strategic goals and priorities.
Identify trends that impact volunteer program development
Knowing about societal trends can make the manager of volunteer resources a more effective leader. These trends have implications that can affect his or her ability to recruit, supervise, and recognize volunteers—all elements of good program management. This session is designed to provide information and tools to take full advantage of these trends while diminishing their challenges.
Conduct a mission specific volunteer needs assessment
Create volunteer task descriptions
Develop performance outcomes
This session utilizes a review of performance outcomes, performance of the volunteer and performance of the volunteer program. Utilizing task descriptions and basic program performance criteria will assist the manager of volunteer resources in developing performance outcomes.
Develop philosophy statements
Design a marketing and recruitment plan
Successful volunteer recruitment depends on many factors—having good task descriptions, knowing how to craft your message, making your organization attractive and utilizing a variety of recruitment techniques. Participants will learn tried-and-true tips and get updates and resources that will challenge them to think differently about what it takes to recruit quality volunteers.
Volunteer managers perform many of the same tasks as human resource professionals. The volunteer program intake process should mirror the organization’s employee hiring process. In this session, participants will review best practices for vetting, placing and supporting new volunteers whether they be onsite, remote or virtual. When the organization has these steps in place, it reduces the potential for volunteer turnover and organizational risk and liability.
Build internal support for the volunteer program
Create strong volunteer and staff partnerships
The relationship between volunteers and staff has always been a delicate one, and it’s usually the biggest problem in involving volunteers more effectively in an organization. Participants will come away with tips and tools on how to manage this often-forgotten step in the volunteer management process.
Develop outcome-based measurements
The success of a volunteer program cannot simply be observed but must be measured by using qualitative and quantitative data. The development of outcome-based measures will help to ensure the volunteer program is on a successful track.
Evaluate the volunteer program
Consistent program evaluation is one of the key steps in the volunteer management process. Participants will learn how to evaluate individual volunteers, training and program evaluation.
Define organizational and professional ethics
Plan strategically, operationally and for projects
Volunteer programs are an integral part of a nonprofit. Determining how the program strategically fits into the organization involves understanding systems and processes that can maximize the volunteer program’s impact on the nonprofit.
Lead and supervise volunteers

Successfully Manage


Every volunteer program, from the smallest to the largest, can take steps to avoid surprise when it comes to providing a meaningful experience for volunteers. The ability to assess potential risk and integrate volunteer management policies and procedures into the organization’s overall risk management plan is vital. Participants will explore a systematic process to alleviate risk concerns especially during COVID-19.


Managing volunteers during an era of epic change can be a real juggling act. Utilizing time management principles can help individuals identify and focus on the activities that will actually save time. This section will provide practical tips that will help managers accomplish their personal and professional goals and assist them in becoming a more effective volunteer manager.




Wendy Biro-Pollard, CVA, and Kathleen McCleskey, MHR, have collaborated for over a decade, and together, they have over 50 years of nonprofit management, training and consulting experience. Wendy and Kathleen have worked all over the United States and in Canada, Europe, Africa, Micronesia, Asia, and the Caribbean. They have managed volunteer programs and consulted and trained for small and large nonprofits, associations, governmental entities, foundations and corporations. With their various skills, degrees and experience, they bring a full range of training and consulting services that will enhance organizational effectiveness.