Understanding the Volunteer Journey
New Zealand has always relied heavily on volunteers in the emergency service sector. In 2017, over 80% of Fire and Emergency NZ’s workforce were volunteers. Turnover among these volunteers since 2017 is around 10%. Fire and Emergency recognises the essential role of their volunteers and is committed to an active approach to support and enable them. In 2018, we were commissioned by Fire and Emergency to explore the early experiences of volunteers and understand the key influences on volunteer engagement and retention. Specifically, this research has two key objectives:
To identify the factors that contribute to successful volunteer engagement
To understand how volunteers’ early year experiences impact on their wellbeing, and intention to stay with the service
This study took a longitudinal and mixed-methods approach (i.e., collecting both quantitative and qualitative data) and consisted of three volunteer samples (i.e. New volunteers, Established volunteers, and Exited volunteers). We collaborated closely with Fire and Emergency advisory team and overcame many difficulties around recruiting sufficient numbers of volunteers (including modified the research design).
Findings from the three volunteer samples (a total of 850 volunteers) are synthesised and discussed in terms of the individual-level, brigade-level and organisation-level factors that impacted on volunteers’ engagement, wellbeing, and length of service (or intention to stay). A number of action points for Fire and Emergency to consider were presented. These action points addressed engagement, wellbeing and length of service collectively and were grouped into three levels: individual, brigade, and organisation-level.
The final report has been submitted and received very positive feedbacks from the Fire and Emergency project reference group.
“This is awesome I have nothing to add. The executive summary all by itself is extremely valuable. I look forward to the release so we can start using this valuable piece of work.”
“It was very engaging! I loved how it was laid out, very easy to follow. I don’t have any comments other than praise for all the mahi”
“All and all it will be good reading and some confronting for some, but overall it supports a lot of work we have been trying to get across the line for volunteers and this research will help.”