Saying goodbye well: How organisations can successfully exit volunteers

Volunteers are the lifeblood of many community organisations across Aotearoa New Zealand. They give their time, energy, and skills to causes they care deeply about — often forming strong connections with staff, fellow volunteers, and the communities they serve. But there comes a time in every volunteer’s journey when they may need to step away. Whether it’s due to ageing, health challenges, returning to work, moving house, or a change in life circumstances, organisations must be prepared to manage volunteer exits well.

Exiting a volunteer is not simply a matter of saying goodbye. When handled with care, it can honour the volunteer’s contribution, preserve goodwill, and even set the stage for future advocacy or re-engagement. When done poorly, it can damage relationships, morale, and even the organisation’s reputation.

This article explores why volunteers may exit, and provides practical, respectful steps for organisations to navigate this transition with empathy and professionalism.

Why Volunteers Exit

There are many reasons a volunteer may step away from their role, including:

• Ageing or health issues: Older volunteers may no longer have the physical or cognitive ability to continue, or may need to care for a spouse or deal with their own health challenges.
• Life transitions: Volunteers may gain employment, move cities, return to study, or take on new caregiving responsibilities that limit their availability.
• Burnout or disengagement: Volunteers may feel tired, unappreciated, or out of alignment with the organisation’s direction.
• Completion of a project or term: Some roles are naturally time-bound, and volunteers step down once a campaign, event, or committee term ends.
• Mismatch or underutilisation: Volunteers may feel their skills aren't being used, or the role isn't what they expected.
• Internal issues: Conflict, lack of support, or negative experiences can prompt a volunteer to leave.

Regardless of the reason, how an organisation supports a volunteer’s exit speaks volumes about its culture, values, and volunteer leadership.

Guiding Principles for Exiting Volunteers

Before exploring processes, some overarching principles are key:
1. Respect and dignity: Always honour the volunteer’s contribution, regardless of the length or nature of their involvement.

2. Clear communication: Volunteers should never be left guessing about what’s happening or what’s expected.
3. Gratitude: Even a small gesture of thanks can leave a lasting positive impression.
4. Sensitivity: Especially when health or ageing is involved, these conversations require compassion.
5. Documentation: Keep records of exits, including reasons, feedback, and any follow-up offered.

Practical Steps for a Positive Volunteer Exit

1. Plan for exits from the start
Include information about the process for stepping down in volunteer agreements or handbooks. This normalises the idea that volunteer roles have life cycles and that exiting is a supported part of the journey.

2. Regular check-ins and reviews
Don’t wait for something to go wrong. Regular kōrero [conversation] with volunteers helps identify early signs of disengagement or personal changes that might prompt a conversation about stepping away.

Ask open-ended questions like:

• How are you finding the role?
• Is this still working for you?
• Are there any changes coming up in your life that we should plan for?

3. Initiate the conversation with care
If a volunteer seems to be struggling or showing signs they may need to step away (e.g., declining health, missed shifts), gently raise the topic.

• Choose a private, relaxed setting.
• Acknowledge their contribution.
• Ask how they’re feeling about the role.
• Offer flexibility (reduced hours, different tasks) if appropriate.
• Respect their decision if they indicate it's time to finish.

Example:
"Kia ora, we really value the time you’ve given us over the past two years. We’ve noticed it’s been a bit harder for you to attend lately — how are things going? If you feel it’s time to take a step back, we completely understand and want to support that."

4. Offer options for transition
Where appropriate, give volunteers choices rather than issuing ultimatums. Options might include:

• Shifting to a lighter role (e.g., home-based tasks, mentoring)
• Moving to an “honorary” or “ambassador” position
• Taking a break and reviewing after a few months
• Continuing involvement socially (e.g., attending events, receiving newsletters)

This approach can help preserve the volunteer’s dignity while maintaining their connection to the organisation.

5. Celebrate their contribution
Never let a volunteer slip away unnoticed. Depending on their involvement, you might:

• Host a small farewell morning tea
• Send a handwritten card
• Create a photo memory book
• Present a certificate or small gift
• Publicly acknowledge their contribution in a newsletter or AGM

Ensure the tone matches the volunteer’s preferences — some may prefer a low-key farewell, while others appreciate a more public thank-you.

6. Gather feedback
Exiting volunteers often have valuable insights. Conduct a short exit interview or survey, asking:

• What did they enjoy most about the role?
• What could have been better?
• Any advice for future volunteers in the role?
• Would they consider volunteering again in future?

This information can help strengthen your volunteer programme and show that their experience mattered.

7. Maintain the relationship
Leaving a role doesn’t mean the end of the relationship. Invite former volunteers to:

• Receive newsletters or updates
• Attend celebrations, launches or AGM
• Act as advocates or champions for the cause
• Share their story for recruitment or marketing

A Note on Difficult Exits

Sometimes, an exit is necessary due to poor performance, misconduct, or incompatibility. These situations require:

• Clear documentation
• A formal conversation with clear reasoning
• Support and fairness
• The opportunity to be heard

Always involve a senior manager or HR advisor for guidance. Even in difficult circumstances, strive to exit the volunteer with mana intact.

Final Thoughts

Exiting volunteers is a natural and necessary part of any strong volunteer programme. When done with intention, warmth, and professionalism, it becomes not an ending — but a transition. Whether someone has served for two weeks or twenty years, honouring their contribution ensures they leave feeling valued and connected.

In a sector built on relationships, how we say goodbye says as much about us as how we welcome people in. Let’s make our exits as strong as our invitations.

Written by:
Cheryll Martin QSO
Volunteering Auckland