A Recipe for Success
Combine equal parts enthusiasm with commitment and an open mindset for a satisfying and successful volunteer experience.
By Joni Lucas
©2023 Community Associations Institute
LIKE A CHEF who experiments with ingredients and processes before securing a winning recipe, veteran community association leaders say whipping up a plan to recruit, educate, and retain volunteers is a delicate mix that includes patience, flexibility, solid coaching, and listening skills—plus a dash of strong commitment to community.
The community association model depends mightily on the work of volunteers, yet it can be challenging to get homeowners to pitch in. Volunteering for any organization is not always easy. It takes time and effort. It can be both a rewarding and frustrating experience depending on the tasks and personalities involved.
April is national volunteer month—a perfect time to recognize the hard work, dedication, and time volunteers give to various organizations, including community associations, nationwide.
“Volunteers are the absolute backbone of a community," says Jonathan Stehle, former director and past president of the Oxford Row Townhome Condominium Board of Directors in Fairfax, Va. “The stronger they are, the stronger the community is."
Volunteers are “essential to the function of the community housing model," says Patricia Book, president of the Willow Springs Community Association in Fort Collins, Colo.
Book has quite an impressive volunteer service record: She has served on the Willow Springs board for nine years and worked six years as vice president for CAI's Rocky Mountain Chapter. Currently, Book serves on CAI's Homeowner Leaders Council, the Government and Public Affairs Committee, as well as CAI's Colorado Legislative Action Committee and its Public Policy Committee.
Why do homeowners volunteer? “There's a common good goal to be met but also a personal goal of living in a well-maintained community where there are opportunities to get to know your neighbors and enjoy living in your community," Book adds.
In Willow Springs, Book says volunteers are invited to join the board, serve on standing committees, and help with social and charitable events. These invitations are facilitated by personal networks in the community whereby neighbors ask neighbors to help out, leaders say.
“Volunteers are the absolute backbone of a community ... The stronger they are, the stronger the community is."
BASIC INGREDIENTS
At a fundamental level, volunteering is about building relationships, providing consistent and transparent communication, and giving people the opportunity to accomplish their personal goals, observers say. Expecting occasional disputes and handling them with grace and good humor also are essential parts of the mix.
Stehle, a councilmember for the City of Fairfax, located in the Washington, D.C., area, believes a good volunteer is someone who shows up and is interested in helping. He looks for people who ask to be involved and are curious about the community. Conversely, leaders also must take the time to learn about prospective volunteers' interests and goals. And don't forget to be honest about the time commitment expected.
For Stehle, volunteering is all about having an open, positive attitude and giving people opportunities to learn and serve their neighbors. He tries to support volunteers and “give them the space" to find their footing. There's no judgment if they stumble, he adds. “You want to help grow someone and give them room to flourish."
Just inviting residents to volunteer is not enough, he says. Once a task has been assigned, give them ownership and support but don't micromanage. “Remember the human aspect," Stehle says. “It's your responsibility to set them up to be successful."
Warren Geller, president of the board of directors for Sun City Aliante, a 55-and-older community with 2,000 units in North Las Vegas, Nev., says while it's been more difficult to recruit volunteers since the COVID-19 pandemic, he makes his expectations very clear and looks for people who are genuinely interested in contributing to the community. “You want to treat them with respect, thank them, and let them know that their opinion matters," he says. “You never put them down."
Carolyn Haack, president of the master board of the Orchard Glen Condominiums in Glenview, Ill., promotes the association at neighborhood events and sends handwritten invitations to potential volunteers.
Once recruited, Haack relies on CAI education materials to train volunteers. She took advantage of CAI materials herself when she first got involved in her community association and found them valuable. Haack adds that she includes some element of board education at every meeting.
MIXING IN EDUCATION AND ONBOARDING
Indeed, having an orientation or onboarding program for volunteers is crucial, observers say. It doesn't have to be complicated and should include the basics such as going over governing documents and fiduciary responsibilities. Once onboarded, it's important to maintain active outreach and engagement with volunteers and continue conversations with them to avoid misunderstanding, frustration, and burnout.
Volunteers also need clearly defined parameters of their volunteer commitment, including start and end dates. They must commit spending time to prepare for and attend meetings, and engage in additional discussions, and decision-making outside of regular meetings, Book says.
Keeping good records and making notes is helpful for current and future committee members. “Oral histories aren't sustainable," Stehle says. “Documents tell the story. Blank sheets of paper are volunteer kryptonite."
“Volunteers set the vision for the community, formally through the development of a strategic plan or informally by setting priorities for management," says Wendy Taylor, CMCA, AMS, LSM, PCAM, a veteran CAI faculty member who has taught homeowner leader classes over the years.
“Volunteers are our neighbors working together, which creates a sense of community. The value of community translates to quality of life and property values," says Taylor, who recently retired as the chief operating officer of South Riding Proprietary in South Riding, Va. “I have found the best way to vet volunteers is to require they attend three meetings before their appointment. This helps determine real interest (versus) just curiosity or a personal issue."
Nonetheless, the ultimate chef's kiss to a successful volunteer recipe may be less evident but still palpable and significant— the joy that contributing to one's community can provide.
APATHY'S BITTER TASTE
For Michael Traidman, apathy is the biggest issue he confronts in the volunteer recipe. Traidman, president of the Mira Vista at Mission Hills Homeowners Association in Rancho Mirage, Calif., says part of the problem in his community are the large number of part-time residents who aren't invested in the neighborhood. In his 11 years on the board, he personally identifies and vets residents to become active volunteers, a strategy he says has worked well.
He must be doing something right. Traidman, who is a member and past president of the CAI Coachella Chapter, received the 2022 Homeowner Leader of the Year award from the Foundation for Community Association Research. He also serves on several other chapter committees.
In potential volunteers, Traidman looks for a customer service attitude and a desire to serve. Even though it is preferable to be local, technological changes such as Zoom and Microsoft Teams have made volunteering from a distance possible, he adds.
Lastly, don't forget to publicly recognize volunteers for all they do and how they contribute to the community. “Appreciate (volunteers) early and often in public without gushing," Haack says. “Thank them warmly and give them credit."
Despite the difficulties, volunteering can be a rewarding and satisfying experience for all involved. It's also a skillful but low-key way to educate the public and burnish the general image of community associations and the common interest housing model.
“We don't have a good reputation overall," Book says. “The perception is that it is a thankless job, and nothing could be further from the truth."
Nonetheless, the ultimate chef's kiss to a successful volunteer recipe may be less evident but still palpable and significant— the joy that contributing to one's community can provide.
“Don't lose sight that volunteering is fun," Stehle says. “It's hard but enjoyable and energizing."
Joni Lucas is editor of CAI's Common Ground™ magazine.