CVA Performance Management 2 — Questions and Answers
Question 1: A volunteer consistently arrives late to shifts. What is the BEST first step for the volunteer manager?
- Immediately dismiss the volunteer
- Have a private, non-judgmental conversation to understand the cause (Correct answer)
- Publicly remind all volunteers about punctuality
- Reduce the volunteer's responsibilities without discussion
Correct answer: Have a private, non-judgmental conversation to understand the cause
A private conversation allows the manager to understand root causes and explore solutions before taking corrective action.
Question 2: Which document is most useful for conducting a formal volunteer performance review?
- The organization's annual report
- A position description outlining expected duties and competencies (Correct answer)
- The volunteer's application form only
- A generic employee handbook
Correct answer: A position description outlining expected duties and competencies
The position description provides the benchmark of expected duties and competencies against which performance can be measured.
Question 3: What is the primary purpose of setting SMART goals with volunteers during a performance review?
- To create grounds for dismissal
- To provide clear, measurable targets that guide volunteer development (Correct answer)
- To satisfy funder reporting requirements
- To replace the need for ongoing supervision
Correct answer: To provide clear, measurable targets that guide volunteer development
SMART goals give volunteers specific, achievable targets that clarify expectations and support growth.
Question 4: A volunteer who was previously high-performing has become disengaged. Which approach best addresses this situation?
- Wait to see if performance improves on its own
- Check in with the volunteer to explore any changes in motivation or personal circumstances (Correct answer)
- Assign the volunteer extra tasks to re-engage them
- Immediately refer the volunteer to a disciplinary process
Correct answer: Check in with the volunteer to explore any changes in motivation or personal circumstances
Proactively checking in helps identify whether the disengagement stems from personal, organizational, or role-related factors.
Question 5: Peer-to-peer feedback among volunteers is best used as:
- The sole basis for performance decisions
- A supplemental input that provides a broader perspective on volunteer contributions (Correct answer)
- A replacement for supervisor observation
- A confidential tool used only in exit interviews
Correct answer: A supplemental input that provides a broader perspective on volunteer contributions
Peer feedback enriches performance data but should complement, not replace, supervisory assessments.
Question 6: When a volunteer's performance issue persists after informal coaching, the next appropriate step is typically to:
- End the volunteer relationship immediately
- Issue a formal written warning with documented expectations and a timeline for improvement (Correct answer)
- Transfer the volunteer to another department without explanation
- Increase the volunteer's hours as a motivational technique
Correct answer: Issue a formal written warning with documented expectations and a timeline for improvement
A formal written warning documents the issue, sets clear expectations, and provides a structured improvement timeline.
Question 7: Which statement best reflects an equity-centered approach to volunteer performance management?
- Apply identical standards and processes to every volunteer regardless of circumstance
- Recognize that volunteers have different backgrounds and may need differentiated support to meet expectations (Correct answer)
- Focus performance management only on long-term volunteers
- Avoid discussing performance with volunteers from underrepresented groups to prevent discomfort
Correct answer: Recognize that volunteers have different backgrounds and may need differentiated support to meet expectations
An equity-centered approach acknowledges individual differences and provides tailored support so all volunteers can succeed.
CVA Performance Management 2
A volunteer consistently arrives late to shifts.
What is the BEST first step for the volunteer manager?