Fostering a caring society by cultivating the volunteer workforce
A dedicated team of volunteer managers strengthens Care Corner Singapore’s capacity to deliver quality support to its service users.
Mr Gary Lim, deputy director of volunteer and community engagement at Care Corner, believes that volunteering fosters a collective sense of purpose and enhances mutual understanding. Photos: Gary Lim
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After an activity at Care Corner Singapore has wrapped up, volunteers don’t immediately head off for home.
Volunteer managers at the organisation, which provides social and healthcare services to those in need, gather volunteers for a huddle to help them take stock of the experience as well as acknowledge their accomplishments and impact.
“The debriefing process helps us gather feedback, pinpoint areas for improvement and enhances the overall volunteer experience,” shared Mr Gary Lim, Care Corner’s deputy director of volunteer and community engagement.
CATALYSING A RIPPLE EFFECT OF CHANGE
As part of his role, Mr Lim oversees three SG Cares Volunteer Centres at Tampines, Toa Payoh and Woodlands alongside the SG Cares Youth Corps Development team. With 46 touchpoints across the island serving over 20,000 service users, volunteers have always been an indispensable source of manpower for Care Corner.
“However, managing volunteers in tandem with their responsibilities can be challenging and overwhelming for frontline staff. Five years ago, our leaders decided to establish a dedicated team of volunteer managers to provide targeted support, thus augmenting our operations at Care Corner,” recounted Mr Lim.
The decision has enabled Care Corner’s frontline team to focus on delivering high-quality support to its service users, while volunteer managers help with identifying their non-acute and preventive needs.
This collaborative synergy has yielded impactful activities such as the befriending of service users to assist case workers and the initiation of volunteer-led workshops to better equip the former.
Starting with three volunteer managers five years back, the team has since grown to 14. This increased capacity allows Care Corner to seamlessly streamline volunteer opportunities and volunteers, enhancing the matching process between the two, highlighted Mr Lim.
He further emphasised that volunteer managers possess an in-depth understanding of the needs of organisations that are dependent on volunteers. “With a firm grasp of these needs, we can proactively prepare and educate volunteers, underscoring how their efforts make a difference in the broader ecosystem of care,” he added.
At Care Corner, volunteer managers oversee four crucial areas of work: Resourcing; recruitment; retention, which includes conducting orientations and trainings for volunteers; and reviewing, which encompasses debriefing sessions.
“By adopting a structured approach, we maintain a clear overview of volunteering opportunities. This helps facilitate win-win partnerships with volunteer groups and ensures their objectives align with the needs of service users and the community,” said Mr Lim.
SUSTAINABLE RESOURCES FOR MAXIMUM IMPACT
To amplify the positive influence of volunteer managers, Care Corner leverages a raft of resources and tools.
Among these is the National Council of Social Service’s (NCSS) Volunteer Management Toolkit 2.0, which Mr Lim says is “essential for maintaining consistency and quality in volunteer management”.
Care Corner also harnesses an internal volunteer and partner relationship management system that tracks volunteer and partner relationships, aligning communication and coordination efforts so volunteers are informed and engaged. Platforms such as Giving.sg offer user-friendly interfaces for volunteer recruitment and engagement.
Additionally, design and systems thinking tools help Mr Lim and his colleagues view activities from the perspective of service users. This approach fosters a comprehensive understanding of the overall impact of their work.
Beyond resources, the effectiveness of volunteer managers is also significantly enhanced through leadership support. “Our leaders’ endorsement of the value of volunteerism and volunteer management sets the tone for the organisation,” said Mr Lim.
HELPING VOLUNTEERS MAXIMISE THEIR POTENTIAL
Mr Lim, who was named an NCSS volunteer management champion last year, remains an advocate for the crucial role of volunteer management in the social service sector.
Urging increased investment in vital resources pertaining to volunteer management, he said: “Volunteers, alongside financial resources and manpower, stand as invaluable assets in social service agencies. In an era marked by volatility, complexity and polarisation, encouraging more Singaporeans to volunteer will enhance our empathy, deepen our mutual understanding and cultivate a collective sense of a larger purpose.”
Against this backdrop, volunteer managers emerge as key facilitators, guiding volunteers to realise their full potential and instilling a deeper appreciation for their contributions in the community.
Said Mr Lim: “Being a volunteer manager offers holistic professional growth as it allows you to hone a diverse set of skills. It’s also a purpose-driven role, where you have the opportunity to make a positive impact on another person’s life.”
Visit the National Council of Social Service’s Volunteer Resource Hub to learn more about volunteer management and sign up for event updates and resources.
