Why Volunteers Must Be Part of Your Digital Strategy

Approximately six million Australians volunteer their time each year. For many organisations, they’re not a supplement to paid staff—they are the delivery model.

Volunteers extend geographic reach, offer specialist skills, reduce admin costs, and keep programs running. They embody your values, amplify your mission, and bring your work to life on the ground—and online.

But that value is only fully realised when volunteers are supported, retained, and empowered through clear systems and communication. That’s where digital strategy comes in.

Here’s What That Looks Like in Practice:

• Rapid callouts: Segment volunteers by location, skills, or availability using SMS, email, or in-app alerts

• Real-time rostering: Dynamic shift scheduling tools (like Volaby or Rosterfy) to fill urgent roles fast 

• Crisis-specific onboarding: Quick-access training modules and briefing documents tailored for emergency response

• Remote co-ordination: Cloud-based dashboards to track who’s where, doing what, and what’s still needed

• Mental health support: Post-crisis wellbeing check-ins and peer support groups to prevent burnout

⚠️ If you’re relying on spreadsheets and phone trees, you’re already behind.

Action Checklist: Does Your Digital Strategy Empower Your Volunteers?

Use this checklist to assess your organisation’s digital readiness:

• Can volunteers easily find and apply for roles online?

• Is onboarding automated or streamlined via email, video, or web?

• Do you use a digital platform to schedule and communicate with volunteers?

• Is your CRM set up to track volunteer engagement or preferences?

• Do volunteers receive regular updates or recognition through digital channels?

• Can volunteers contribute remotely, using accessible tools?

• Are you measuring and improving the volunteer experience like you would a donor journey?

Scoring
6-7: Strong foundation - review quarterly for improvements.
4-5: Some good systems - target gaps over the next quarter.
0-3: Time to act - start small, but start now 

FAQ: Volunteer Engagement and Digital Strategy

❓ Why do many NFPs struggle to engage volunteers online?

Most NFPs unintentionally design digital systems with donors as the primary audience—volunteers are often left navigating clunky sign-up forms, outdated portals, or delayed communication. Without clear entry points, timely follow-up, or a sense of purpose built into their online experience, many volunteers disengage before they even get started. Volunteers today expect clarity, responsiveness, and connection—and if your systems don’t support that, they’ll move on.

❓ How can I improve my volunteer onboarding?

Start with clarity and ease. Use automated emails, mobile-friendly forms, and welcome videos to set expectations. Pair this with a self-guided orientation hub that covers the essentials—mission, responsibilities, policies—so volunteers feel confident before day one. The smoother the onboarding, the higher the retention.

❓ How can I measure the ROI of volunteer digital tools?

Begin by tracking time saved on manual tasks (e.g. automated onboarding vs. paper forms), then measure volunteer retention, frequency of engagement, and event participation. Layer in metrics like email open rates, feedback scores, and goal completions in your CRM to get a full picture of impact.

❓ What’s one overlooked opportunity in digital volunteer strategy?

Listening. Most NFPs invest in tools to broadcast—but not to receive. Volunteers have powerful insight into your service delivery and systems. Implement feedback loops with quick surveys, suggestion forms, or debrief calls. You’ll improve your operations and deepen trust.

❓ How do I know if my digital volunteer experience is working?

Check for these signs: growing volunteer numbers, consistent engagement, positive feedback, and repeat involvement. If you’re seeing drop-offs during onboarding or low participation in events, it’s time to audit your volunteer journey—from your sign-up forms to your follow-up cadence.