Keep support and role boundaries visible
The supervisor makes the agreed task and question route clear, listens, and checks before changing the role.
At a check-in, confirm that the volunteer understands the agreed contribution and knows how to reach the supervising function. Listen to what is working or unclear. If the assignment needs to change, check it against the approved role boundaries and relevant procedures before agreeing to the change.
For a question requiring a safeguarding reference or responsible-role decision, use the established program and location handoff rather than resolving it informally.
Choose the right kind of response
Routine check-in
Ask whether the task and handoff are clear; confirm what the volunteer should bring back to the supervisor.
- Restate the agreed task
- Listen for an unclear instruction
- Agree the next ordinary check-in
Request to change an assignment
Acknowledge the request, then compare it with the role scope and consult the responsible staff supervisor before agreeing.
- Clarify what is being requested
- Check the agreed role boundary
- Refer unresolved questions before changing the task
Concern needing referral
Use the applicable approved procedure and designated responsible or trained role for the program and location.
- Do not improvise a policy response
- Use the established handoff
- Keep the conversation within the appropriate channel
A useful response to an unplanned request
Fictional dialogue from a Harborlight event illustrates how to acknowledge an offer without assuming it fits the role.
Volunteer
“I have some extra time. Should I also help decide which participants can join the next group?”
- The proposed task may be outside the agreed welcome-desk contribution.
Supervisor
“Thanks for offering. Your agreed role is welcoming arrivals. I’ll check the request against the program's approved role boundaries before we change your assignment.”
- Acknowledges the offer
- Names the current scope
- Keeps the decision with the responsible staff function