Retaining Volunteers

Before any content or tools, clubs need to understand the business case. The most underused argument in community sport is the cost of turnover.

Replacing a burnt-out volunteer costs the equivalent of 6–10 weeks of that volunteer's contributed time — accounting for recruitment, screening, orientation, and ramp-up (Association for Volunteer Managers, 2023). The average volunteer retention rate for nonprofits sits around 45%, but top-performing organisations consistently achieve 75% or higher. Every percentage point improvement in retention compounds directly into club stability.

Community clubs experience significant challenges not only in recruiting enough volunteers but in retaining them — increasingly driven by compliance demands placed on community sport organisations. This is directly relevant to rugby clubs managing WWCC requirements, Smart Rugby accreditation, and match day protocols. The administrative load is real, and it has to be factored into every retention strategy.

The single most important framing: retention is not a "nice to do" program — it is a risk management strategy. A club that loses its Secretary, Treasurer, and Head Coach in the same off-season faces an existential threat, not just an inconvenience.

Retaining volunteers is about creating a positive, rewarding and enjoyable experience that makes people want to return each season. Clubs that invest in their volunteers through good communication, recognition, support and development are far more likely to build a sustainable volunteer workforce.

Make volunteers feel welcome - from day one with a clear induction and introduction to the club.

Match people to roles - that suit their skills, interests and availability.

Provide clear role descriptions - so volunteers understand what is expected.

Offer flexibility - by sharing responsibilities or allowing volunteers to choose shifts that fit their lifestyle.

Communicate regularly - about club activities, upcoming events and how their contribution is making a difference.

Recognise and celebrate contributions - through volunteer awards, social media, newsletters, presentations and simple thank you messages.

Provide training and development - opportunities to build confidence and capability.

Ensure volunteers have the resources and support they need to perform their role successfully.

Create a positive club culture where volunteers are respected, included and treated as valued members of the club.

Encourage social connections through volunteer gatherings, BBQs, season launches and end-of-season celebrations.

Seek feedback regularly and act on suggestions to improve the volunteer experience.

Empower volunteers by involving them in planning and decision making where appropriate.

Avoid volunteer burnout by sharing workloads, recruiting additional helpers and encouraging volunteers to take breaks.

Identify future leaders and provide mentoring to help volunteers progress into committee or leadership roles.

Celebrate milestones such as years of service, significant achievements and personal successes.

Thank volunteers often—a genuine, personal thank you from players, coaches, committee members or parents is one of the most effective retention strategies.

Conduct end-of-season conversations to ask volunteers what worked well, what could be improved, and whether they intend to return next season.

Keep in touch during the off-season through newsletters, social events and updates so volunteers continue to feel connected to the club.

Make volunteering enjoyable by creating an environment where people feel valued, supported, have fun and build lasting friendships.