I Work for Nothing – Should I Feel Good or What? The Impact of Training to Address the Frustrations of the Volunteer Worker

Status, well-being, and belonging can be key features influencing the morale and performance of paid workers. Is this less so for the unpaid volunteer worker? This ethnographic study explored the impact that job training had on unpaid volunteer workers in a sports environment. It sought a phenomenological understanding of how unpaid workers made meaning of their training and work experience. The research was conducted over 9 months at a large multi-sport complex in the Midwest USA. Data was collected using field observation, in-depth and informal interviews, and document review. Data was analysed using an inductive approach employing constant comparison to identify and categorize recurring concepts and themes. Findings and conclusions informed the development of a new, two-level typology of frustration for volunteer worker - ‘Social Frustration’ and ‘Task Frustration’. These findings have important implications for unpaid volunteer workers’ level of satisfaction and for organisations seeking to recruit, motivate, and retain volunteer workers. Data from the study also revealed that access to current and pertinent job related information was of greater importance to volunteers than formal systems of training when dealing with frustration. Volunteers in this study gave their time freely with expectation that their time will be used effectively and did not believe that formalized training programs were necessary, but recognized the importance of being informed. It is possible that organizations will need to rethink systems of training to engender feelings of self worth, accomplishment and belonging, and assist in improving performance and overcoming the frustrations of close identification with task completion and social relevance. Both volunteer and organisation can benefit.