Understanding and addressing the challenges faced by CT volunteers

“We can all learn from each other”  

Volunteers are crucial to many community transport services across the UK, but despite this, there is little sector-specific research into the recruitment and retention of volunteers. Challenges in volunteering are not limited to our sector as four in 10 charities say they haven’t got enough volunteers, and small charities are struggling the most, with 65% reporting recruitment difficulties over the last 12 months, according to Pro Bono Economics.

Understanding more about the challenges can help improve volunteer recruitment and retention, and one CT scheme in south Wales teamed up with Aberystwyth University to gather insights from current and former drivers. Monmouthshire Community Car Scheme (known as Bridges) has 61 volunteer drivers and says they are critical in rural areas where public transport is limited or non-existent. Their report highlighted the following:

Recruitment barriers include: 

• time constraints as people juggle busy lives
• lack of awareness about the volunteering opportunities available within CT 
• the perceived complexity and responsibility of the role when dealing with people who may have additional support needs

Retention barriers include: 

• burnout and stress if volunteers are not adequately supported
• potentially feeling undervalued by an organisation
• the financial costs of volunteering if out-of-pocket expenses are not provided

Motivations for volunteering include: 

• a strong desire to ‘give something back’ to the community
• opportunities for interaction and expanding social networks
• personal fulfilment and a sense of satisfaction at making a positive impact on others’ lives

Volunteers shared challenges around:  

• logistical issues: navigating to unfamiliar locations and dealing with parking, e.g. at busy hospitals, were common problems
• passenger coordination: volunteers asked for more detailed passenger profiles to better prepare for journeys and manage the needs of passengers with mobility requirements or health conditions
• personal constraints: balancing volunteering with other responsibilities can be a challenge so flexible approaches are needed that address volunteers’ individual circumstances

Suggestions for improved volunteering support included:

• enhanced volunteer driver programmes that cover all aspects of the role, including handling different passenger needs and navigating common logistical challenges
• introduction of a mentorship system where experienced drivers can provide guidance and support to new recruits
• enhanced communication tools: implementing digital tools such as text reminders and scheduling apps can reduce error whilst training on navigation tools such as GoogleMaps and What3Words can make finding locations easier
• regular check-ins to address concerns and provide support, alongside more structured feedback mechanisms where volunteers can share their experiences and suggestions

Mike Logan, Wellbeing Director, from Monmouthshire Community Car Scheme called for more funding for research within the CT sector to build sector-specific insights into volunteering and to build an open knowledge bank sharing best practice in volunteer recruitment, retention and support.  

“We were pleased to get support from THINK and Aberystwyth University to help us with this research. I think it’s really important that organisations like Bridges can get involved in practitioner research and share the results. We need to understand how we can best support volunteers involved in community transport initiatives, and we can all learn from each other.”