Standards for public agencies

2020 Edition

Human Resources Management (PA-HR) 6: Volunteers

The agency recruits and retains a competent and qualified volunteer pool.
NA The agency does not use direct service volunteers.
2020 Edition




The agency's human resources practices attract and retain a competent and qualified workforce that is capable of supporting the agency's mission and strategic goals.
Full Implementation, Outstanding Performance
A rating of (1) indicates that the agency's practices fully meet the standard and reflect a high level of capacity.  
  • All elements or requirements outlined in the standard are evident in practice, with rare or no exceptions: exceptions do not impact service quality or agency performance. 
Substantial Implementation, Good Performance
A rating of (2) indicates that an agency's infrastructure and practices are basically sound but there is room for improvement.
  • The majority of the standards requirements have been met and the basic framework required by the standard has been implemented. 
  • Minor inconsistencies and not yet fully developed practices are noted; however, these do not significantly impact service quality or agency performance.

Partial Implementation, Concerning Performance
A rating of (3) indicates that the agency's observed infrastructure and/or practices require significant improvement.  

  • The agency has not implemented the basic framework of the standard but instead has in place only part of this framework.  
  • Omissions or exceptions to the practices outlined in the standard occur regularly, or practices are implemented in a cursory or haphazard manner.  
  • Service quality or agency functioning may be compromised.  
  • Capacity is at a basic level.
Unsatisfactory Implementation or Performance
A rating of (4) indicates that implementation of the standard is minimal or there is no evidence of implementation at all.  
  • The agency’s observed administration and management infrastructure and practices are weak or non-existent; or show signs of neglect, stagnation, or deterioration.
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
County/Municipality Administered Agency, State Administered Agency (Central Office), or other Public Entity
  • Procedures for developing and reviewing volunteer assignments
  • Volunteer/intern supervision procedures
State Administered Agency (Regional Office)
  • No Self-Study Evidence
All Agencies
  • Sample volunteer assignments from across volunteer categories
  • Documentation tracking volunteer/intern completion of required trainings
All Agencies
  • Interviews may include:
    1. Volunteers/interns
    2. Personnel responsible for recruitment and supervision of volunteers
    3. Colleges or universities utilizing agency for field placements
  • Review volunteer records

PA-HR 6.01

A written volunteer assignment is developed, and periodically reviewed, for each volunteer position that includes:
  1. duties; 
  2. time commitment; 
  3. responsibilities and prohibited activities; 
  4. required skill sets, credentials, or trainings; and
  5. lines of supervision and the process for providing ongoing feedback.
Examples: Agencies can support appropriate assignments for prospective volunteers by using an interview and assignment process that:
  1. identifies the individual’s skills, interests, abilities, relevant experience, and availability; and
  2. matches those with an available volunteer opportunity at the organization.

PA-HR 6.02

Direct service volunteers, student professionals, and interns are:
  1. directly supervised by licensed or otherwise accountable professionals;  
  2. appropriately trained to fulfill their role; and 
  3. participate in regular discussions and receive feedback regarding their performance.
Examples: When determining methods and timelines for providing regular feedback, the agency may consider the qualifications and experiences of the volunteer, educational requirements for students, and the complexity and intensity of the assignment.