Insights from Dr Helen Timbrell
In a world where volunteering is becoming increasingly crucial to organisational success, mastering the art of volunteer management is more important than ever. In our recent conference, we invited Helen Timbrell to come and explore this fascinating topic with our attendees. You can catch the session below:
Advancing volunteering in complex organisational systems with Helen Timbrell
A leading consultant, researcher, and coach in strategic volunteer development, Helen has extensive experience working with organisations like Citizens Advice and the National Trust. She offers a unique perspective on how organisations can harness the transformative power of volunteers to drive systemic growth and cultural change.
Being a volunteer manager is like being… Taylor Swift?
Believe it or not, Helen Timbrell drew a brilliant parallel between Taylor Swift’s relentless tour schedule and the role of volunteer managers. Just like Swift, volunteer managers are expected to keep showing up, night after night, no matter what challenges they’ve faced before. Helen pointed out that the job can feel endless and exhausting, with constant expectations from others.
She noted that being a volunteer manager, like being a solo performer, can feel quite exposing, even if you have a team behind you. You’re often the one in the spotlight, carrying the weight of responsibility. But, when done well, both are great at building a sense of community and recognising the contributions of those around them.
Helen also compared the criticism faced by both Taylor Swift and volunteer managers, often unrelated to the real issues at hand.
The Limits of Responsibility
Volunteer managers, she explained, are often asked to solve problems that aren’t actually about volunteering. She gave the example of an organisation worried that increasing the number of volunteers might make staff feel undervalued. While this was framed as a volunteering issue, Helen pointed out that the real problem lay in organisational culture and staff recognition.
“Problems” that “show up” in volunteering are often not about volunteering or caused by volunteering. However, leaders of volunteers recruitment are often asked to “solve” those problems.
Similarly, she discussed how the lack of diversity in volunteer teams is often seen as the responsibility of volunteer managers. In reality, it’s tied to broader issues around equality, diversity, and inclusion (EDI) within the organisation. Helen stressed that these are systemic challenges that can’t be tackled by volunteer leaders alone.
Focusing on the Right Priorities
Do you find yourself getting drawn into surface-level, tactical tasks that can divert attention from more significant, long-term strategic work? Often, volunteer managers are asked to address highly visible issues that seem urgent but don’t lead to sustainable change. Helen encouraged everyone to step back and consider where their time and energy would have the most meaningful impact. Don’t get sidetracked by problems that don’t require your direct involvement.
Recognising the Bigger Picture
Helen encouraged us to think of ourselves not just as volunteer managers, but as organisational development specialists. Using the metaphor of a “telescope”, she described how your perspective should be shifted. Instead of narrowly focusing on volunteering, take a broader look at how the entire organisation’s culture impacts volunteering. By doing this, you can influence positive change on a larger scale.
Helen also introduced the concept of “less sponge, more mirror”. A handy way to say that you shouldn’t absorb all the problems yourself. Instead, reflect them back to the organisation and involve others in finding solutions.
Protecting your Health and Well-being
The pressures of volunteer management can be overwhelming. It’s easy to take on too much, especially when faced with high expectations and limited resources. Helen shared her experience of feeling personally responsible for solving organisational challenges during her time at the National Trust. She emphasised that it’s crucial to set boundaries and recognise what’s within your control.
So what next?
Helen’s session was a call to rethink the way volunteer managers approach challenges. Shift your focus from tactical fixes to strategic influence. Build partnerships across organisations, and recognise your limits. Protect your own well-being while also creating more sustainable, impactful change.
It was an inspiring reminder that while volunteer management is tough, you don’t have to tackle it all alone. You can lead by fostering collaboration and focusing on what really matters.
We encourage you all to explore the additional resources provided below and think about how they can help you in your career. By embracing these insights and strategies, you can rethink your approach to volunteer management, ensuring a thriving and impactful volunteer programme.
Useful resources
- Blog: What is Organizational Development? A Complete Guide
- Factsheet: Organisation Development
- Book: Organization Development: A Practitioner’s Guide for OD and HR
- Roffey Park Training: Organisational Development Programmes
- HULT/EF Training: Organizational Development
- ODN Europe Network
- The OD Network
- CIPD Podcast Episodes:
Handling organisation development effectively
A new dawn for OD - At Work with The Ready Podcast
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