August 2024 Update

(1) The Value of Volunteering

Citizens Advice’s volunteering team commissioned external researchers to produce a report highlighting the amazing value volunteers provide for our service. You can read more information here.

This work focussed on three key objectives:

(i) to explore the cost/benefits and wider benefits/disadvantages of different volunteering models in Citizens Advice local offices,
(ii) to understand the impact and value of volunteering for volunteers, Citizens Advice and the local community, and
(iii) to explore the benefits and accessibility of volunteering and the volunteer experience.

Key Points:

• The value of Citizens Advice volunteering is immense for the service, communities, and volunteers.

• Volunteers are crucial for service delivery in most local offices.

• Volunteering offers significant benefits to volunteers, providing a highly positive experience.

• Volunteering contributes at least £100 million in 2024 to the economy, NHS, and local offices.

• The network faces challenges in volunteer recruitment, retention, and diversity.

• Some local offices are innovating in volunteer engagement, with a toolkit (VMOT) developed for better decision-making.

• Five key principles for effective volunteering: (1) balanced, (2) impactful, (3) inclusive, (4) supported, and (5) valued.

Findings:

• Need for Valuing Volunteering: Involving around 10,000 volunteers, Citizens Advice needs to value and sustain volunteer contributions.

• Economic Valuation: Volunteering time (£76.8m), skill development and employability (£4m), and health and wellbeing (£20.1m) sum up to £101m in 2024.

• Volunteer Benefits: Volunteering enhances personal development, skills, health, wellbeing, and community connections.

Volunteer Experience:

• 93% would recommend Citizens Advice for volunteering.

• Most volunteers feel supported, acknowledged, and part of a positive environment.

• Challenges include emotional demands and a need for better volunteer engagement and recognition.

Impact on Citizens Advice:

• Volunteers increase capacity, sustainability, and diversity in local offices.

• Volunteers often transition to paid roles, enhancing skill availability.

Future Steps:

• Emphasize routine use of resources developed through the research.

• Increase specialist staff support for volunteering development.

• Develop streamlined recruitment and induction processes to attract diverse volunteers.

Conclusion:

• Volunteering in Citizens Advice is invaluable and requires ongoing support to realize its full potential and sustain service delivery. The network must focus on innovation, diversity, and better management practices to enhance volunteer engagement and effectiveness.

At Citizens Advice Kensington and Chelsea we’ll be taking the lessons from this report and looking for ways to apply them in our volunteering experience.