The Volunteer Who Isn’t Coming Back: How To Safely Reassign or Dismiss a Volunteer

Every nonprofit eventually faces a difficult conversation about volunteers. Someone who started strong begins missing shifts. A trusted long-term volunteer can no longer safely perform his or her current role. A well-meaning person turns out to be a poor fit for the clients they serve. 

These situations are uncomfortable, but handling them professionally protects your organization, your clients, and the volunteer. Volunteer insurance is one component of that protection — but it works best alongside clear policies, consistent documentation, and respectful communication that starts well before any final decision is made.

When Is It Time To Reassign or Dismiss a Volunteer?

Not every problem requires dismissal. The instinct to avoid a difficult conversation can cause leaders to jump to conclusions in either direction — either tolerating a genuine risk for too long, or ending a relationship that could have been redirected.

Common reasons a nonprofit might reassign or dismiss a volunteer include safety concerns, repeated policy violations, performance that affects clients or staff, an inability to perform assigned duties due to changing physical or cognitive abilities, or a shift in organizational needs that eliminates the role. 

Before moving to dismissal, consider whether a lateral move makes sense. A volunteer who struggles in a client-facing role may thrive in a behind-the-scenes capacity. A volunteer whose physical capacity is no longer adequate for his or her responsibilities might make an excellent “ambassador” for the organization in fundraising or recruitment efforts. Exploring those options first is good practice — both because it may preserve a valuable relationship and because it demonstrates that your organization made a reasonable effort before reaching a final decision.

How Can Organizations Handle These Conversations Professionally?

The time to address a concern is when it surfaces, not after it has compounded into a crisis. Supervisors who raise issues early, document discussions, and give volunteers a clear picture of expectations make any subsequent decision easier to defend and easier for the volunteer to understand.

A few principles that apply across most situations:

• Address concerns privately and directly, without involving other volunteers. 
• Always put the organization’s interests first.
• Take time to listen. The volunteer might tell you something you haven’t considered.
• Document conversations about performance, including the date, what was discussed, and what was agreed upon.
• Be specific about anything that needs to change.
• Apply the same standards you would apply to any volunteer in a similar role.

That last point matters more than it might seem. Consistency is one of the strongest protections an organization has if a dismissal decision is later questioned. How you respond to difficult situations reflects directly on your organization’s credibility and culture.

Why Do Written Policies Protect Everyone?

A volunteer handbook, clear role descriptions, a code of conduct, and a written disciplinary procedure establish expectations before a problem arises. They also do something less obvious: they define the relationship itself.

The U.S. Department of Labor’s Wage and Hour Division notes that individuals who volunteer freely for charitable or humanitarian purposes are generally not considered employees under the Fair Labor Standards Act. In dismissal situations, your organization’s written policies become the primary framework for handling disputes and transitions. Without them, there is no standard to point to if a decision is later questioned.

The National Council of Nonprofits recommends treating volunteer management with the same rigor applied to paid staff — including clear role descriptions, orientation, and documented feedback. The late author and publisher Susan Ellis emphasized the same point. Staff and volunteers are all human resources, so the fewer distinctions between them, the better. When those elements are in place from the start, a difficult conversation later is grounded in an established record rather than a reactive judgment call.

How Does Volunteer Insurance Fit Into the Bigger Picture?

Sound volunteer management reduces the likelihood of disputes and incidents. Volunteer insurance provides protection when something bad occurs despite your best efforts.

Volunteer liability insurance addresses allegations of bodily injury or property damage made against volunteers arising from their activities. Excess automobile liability insurance provides additional protection above that of the volunteer’s personal automobile policy. Volunteer accident insurance covers medical costs up to the policy limit when a volunteer is injured. Insurance supports good leadership; it does not substitute for it. 

VIS members have 24/7 access to the VIS Vault, a library of risk management resources that includes guidance on volunteer supervision, documentation practices, and risk reduction across a range of program areas.

For details about the specialized volunteer insurance VIS offers, click the “VIS Is…” tab at the top of the page and scroll down to the FAQ section.

About the Author

William R. Henry, Jr. is Vice President and Director of Member Benefits at Volunteers Insurance Service Association, Inc. (VIS), where he leads membership development and delivers risk management solutions tailored to volunteer-based organizations nationwide. A recognized authority on volunteer risk management, he is a frequent speaker and author on best practices for safe and effective volunteer engagement. He is accredited by the International Association of Business Communicators. With a background in communications, journalism, and public affairs, Henry brings a strategic perspective to supporting nonprofit organizations across the United States.

About VIS

Volunteers Insurance Service Association, Inc. (VIS) is a membership organization serving more than 3,500 volunteer-based nonprofit organizations and public entities nationwide. VIS is the only association that offers these three insurance programs designed specifically for volunteers: volunteer accident, volunteer liability, and volunteer excess automobile liability.

If you are interested in protecting your volunteers through the unique VIS insurance program, please click on the “Get volunteer insurance now” link on the home page, or call 800.222.8920. For more information on VIS’s risk-management resources for members and our vendor partners, click on the “Member Benefits” tab.