I was surprised to find out recently that the beautiful grounds at the Blickling Estate, near Aylsham, had caused a bit of a stir and that this place of tranquillity was connected to my work in a way I hadn’t anticipated. In response to a call for volunteers to help maintain the grounds, The National Trust had been accused by some of overstepping what should be expected of volunteers. (https://www.edp24.co.uk/news/23310605.national-trust-backlash-blicklings-new-volunteer-role/ ) Some suggested that the National Trust was replacing paid roles with volunteers, what is known as job substitution. Others leapt to their defence, outlining the benefits of volunteering and what an appealing role this might be.

This debate is very familiar to me and will be to anyone managing volunteers, particularly within the NHS. Volunteering in an NHS organisation often puts volunteers in much closer contact with staff than in the Voluntary Sector, which if not well managed can lead to situations in which the boundary of responsibilities blur.

Why is avoiding job substitution important?

I first came across the challenge of job substitution in 2015 when I moved from a role supporting volunteers in the voluntary sector to volunteers in the NHS. Have you ever noticed the volunteers at your local hospital or health centre? They can often be identified by their red or maroon waistcoats, tabards or t-shirts.

These volunteers play a significant role improving patient experience in hospitals and other health settings, in what can be very overwhelming and stressful environments, especially if you are unwell. Avoiding job substitution is important because it prevents these individuals who are kind enough to give up their time to support others from being exploited and carrying out a role for which they should be being paid. It also means that if all the volunteers in your local hospital decided not to come in tomorrow, fundamental patient care wouldn’t be affected.

How to develop a mutually beneficial volunteer role?

So, my challenge in 2016 was to develop volunteer roles that met a variety of needs:

• improve patient experience
• be enjoyable for the volunteer
• not replace the role of a staff member

Thankfully, I had Sally Dyson, Voluntary Services Manager at the Norfolk and Norwich University Hospital on hand to help me got to grips with the issue. Sally said:

 “a robust volunteer management structure is key to ensuring that volunteers are engaged appropriately within their organisations. Although some basic guidance exists around what is or is not acceptable in terms of volunteer roles, this line is often blurred and particularly in the current economic climate there is growing pressure to place volunteers in roles which could be considered job substitution.”

Sally further explained the key role that the Voluntary Services teams play in developing volunteer roles, working in partnership with colleagues to shape the design of any new opportunity. 

“It is a fundamental part of the Voluntary Services Managers’ role to advise staff on what is or is not acceptable with regard to volunteer placements and it is good practice for them to carry out a risk assessment for all new volunteer roles.”

The National Association of Volunteer Service Managers recommends key underpinning statements that Voluntary Service Managers should abide by:

• Volunteer placements should enhance not replace the work of staff
• Volunteers do not carry out any personal care
• Volunteers are there to support not to lead

Working closely with their volunteers every day, Voluntary Service Managers know what people most look for in an opportunity, what will be rewarding and interesting. Ultimately, it is bringing together this knowledge that will make a role successful.  “If volunteer roles are co-designed and co-produced with all stakeholders involved from the start, the result is volunteer engagement that truly benefits all involved,” added Sally.

A volunteer’s perspective

An important aspect to the job substitution challenge which may be less visible is that many volunteers are often keen to do more than their role allows. During a series of volunteer workshops in 2020, participants from across Norfolk and Waveney in each session acknowledged that they sometimes felt underutilised in their roles. Some reported a sense of frustration that a career’s worth of skills were going unrecognised. For Gilly Plumb, a Butterfly volunteer at the Norfolk and Norwich University Hospital supporting end of life patients, the expectations and limitations of her volunteering role have always been clear.

 “From the outset at the Application stage, Interview and Induction I was consistently reminded that my role and duties were as written in my Role Description. No more, no less. I was made aware of my boundaries – that crucial word ‘boundaries.’ A key element in all we do; knowing how and when and where we can add value and recognising when to step back. 

“We are all about enhancing the service to patients whilst not undertaking any tasks or roles that belong to our paid colleagues. As one of my colleagues said, ‘you wouldn’t dream of doing the job of a brain surgeon, so why would you take on the duties of a Health Care Assistant or a Ward Receptionist?’ Boundaries, know where and what they are and work within them.”

Final thoughts

There will always be people who disagree about the level of responsibility a volunteer should be able to take on, as the National Trust experienced recently. However, when managed well, everyone understands their role and in NHS organisations the patients benefit from an improved experience. As Gilly said:

“We each recognise where our support, teamwork and professionalism add value to the clinical and administrative teams in our local hospital. Our input is the “vanilla custard” to their amazing “apple crumble.” 

Next time I walk around Blickling Estate, I will be keeping an eye out for the individuals who have been inspired to give their time keeping the grounds in good shape, sure they get as much enjoyment out of them as I do with the knowledge that they are protected by necessary boundaries.