Case Study – Volunteer Expectations

Should not take very long but I just need some help. The case study/questions will be posted in this explanation below. If you have any questions, please let me know. Thanks!
Case Study – Volunteer Expectation. Sarah is the volunteer coordinator for a large, non-profit, multi-purpose sport facility called VOLSports, which hosts local, regional, and national sports events. The facility is very dependent on volunteer workers for both its day-to-day operations and for the running of events. In order to manage this dependence on volunteers, VOLSports recruits its volunteers from a wide range of sources. Within the volunteer pool are local residents with professional backgrounds who see the facility as a tool for economic development and want to help it to be successful, local retirees who see the volunteering opportunity as an avenue to socialize and meet new people, students from local colleges and universities who volunteer at VOLSports to gain experience and network, and volunteers who want to give back to the sport that they played in their youth. Most VOLSports’ volunteers have been there for numerous years. As a facility/organization that is dependent on the contribution of volunteers, it is Sarah’s job, as the volunteer coordinator, to understand volunteer motivations and try to manage their expectations and satisfaction. One of the policies that Sarah has put in place is a seniority-based job selection process. In other words, the longer serving volunteers have first choice at the jobs they do. The introduction of the seniority-based selection system was put in place to address previously low levels of volunteer satisfaction and was welcomed by the senior volunteers at VOLSports. In fact, a recent satisfaction survey that Sarah sent to volunteers showed that volunteers with over one year of service to VOLSports felt that the policy demonstrated appreciation of service. This perceived appreciation gave senior volunteers a higher level of commitment to VOLSports.During events, one of the important tasks that volunteers fulfill is working in the parking lot, taking fees, and directing traffic. Overall, the parking system works but tends to get congested and unruly at times. Stuart is a new volunteer who has worked at VOLSports three times. Stuart is a Police Captain in the neighboring town and has over 20 years’ experience and extensive training in traffic management. However, even though Stuart has requested to work parking lot duty, Sarah is yet to place him there because all of the parking lot jobs are taken. She places Stuart at the information desk. After his second shift at the information desk, Stuart becomes frustrated and lets Sarah know that they are not using his skills to improve the facility and that he feels like he is wasting his time sitting at the information desk. He has ideas to make the parking lot flow better and wants to be part of the “parking lot crew.” He states that if he continues to be placed at the information desk, he will stop volunteering.As the volunteer coordinator, Sarah is faced with a dilemma. If she does not address Stuart’s concerns she not only risks losing him as a volunteer but he, as a local volunteer, may have had a negative experience. If she circumvents the seniority system and allows Stuart to work in the parking lot, she risks upsetting numerous volunteers and unsettling the job selection process. The result of the latter could be catastrophic from a volunteer management and retention standpoint.
1. What suggestions would you give to Sarah when it comes to dealing with Stuart?
2. Where do you think the flaw in the VOLSports volunteer job selection system is? How would you change it?
3. Why is understanding volunteer motivations and expectations so important to volunteer coordinators