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Case Study

Volunteer Resource Centre Evaluation

Introduction

A local government entity that operates a Volunteer Resource Centre, funded through a State Government grant, aimed to enhance the Centre’s relevance and effectiveness by aligning its operations with best practices in volunteer resource management. This initiative focused on evaluating the Centre’s current performance and identifying opportunities for improvement to strengthen service delivery and overall positioning.

Situation

The Volunteer Resource Centre plays a critical role in connecting volunteers with opportunities and supporting organisations in their volunteer recruitment efforts. To ensure the service was meeting stakeholder expectations and leveraging best practices, the local government commissioned a comprehensive evaluation. The evaluation needed to address:

  1. The user experience of volunteers and organisations engaging with the Centre.
  2. Workflows for onboarding new volunteers and organisations.
  3. Effectiveness of communication and marketing strategies.
Solution

A thorough evaluation process was conducted, incorporating diverse consultation methods to gather input from key stakeholders:

  • An online survey of the volunteer database, generating 110 responses.
  • An online survey of organisations using the service, yielding 30 responses.
  • Detailed phone interviews with 21 organisations utilising the service.
  • An in-depth interview with the service coordinator to gather internal perspectives.

Additionally, the evaluation assessed the user experience and workflows associated with onboarding processes and communication strategies. Marketing efforts and their alignment with stakeholder needs were also reviewed.

Outcome

The evaluation culminated in a comprehensive report that:

  • Summarised stakeholder feedback.
  • Highlighted areas of strong performance.
  • Identified opportunities for improvement.

Specific, actionable recommendations were provided to enhance service delivery. These included measures to streamline workflows, improve communication, and refine marketing efforts to better engage stakeholders. Following the report, the local government engaged BlueSalt Consulting to facilitate collaborative workshops with staff, volunteers, and organisational service users. These sessions provided a platform for further consultation and participatory planning, ensuring alignment and buy-in for future enhancements to the Centre’s operations.

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