Motivation Attitude and Satisfaction of Volunteers in Philanthropic Organizations

Leadership

Data collection is a set of information obtained through a systemic investigation (Depoey and Gitlin 1998). This study proposes to attain an in-depth understanding of the motivation factors possessed by people who make a commitment to voluntary work, in order to be able to maintain or increase their current level of involvement using a qualitative approach. The study would be somewhat restricted since the sample would be taken from only three voluntary organizations, though the decision to reserve the three subsets to those who are the most represented in the Maltese system of NGO's will attempt to lesson the limitation and bias of the study. The work will focus upon the most largely represented of the four types of NGO's who employ a large number of volunteers; Social work activities with accommodation social work activities without accommodation support and pressure activities. According to Bailey (1991), by highlighting the limitations of the study it does not mean that the study never should be attempted but in fact the study may be proved quite useful in advancing an area of knowledge. Quantitative research on the subject has been done, and is a very useful basis for additional research, yet qualitative research can build a more dynamic case for the personal issues and standards associated with volunteerism and particularly Malta's volunteerism.

Giving the researcher and potentially the subject a better and more personal grasp upon their motivation for volunteering and the greater need of the NGO in general.

Qualitative research is an inquiry process of understanding based on distinct methodology traditions of inquiry that explore a social or human problem. Qualitative research is often associated with detailed small sets of data consistent with the methodology for this work, and the perceived findings. The inquiry process is built upon the need for personalized answers to questions previously associated with quantitative research, in this case that associated with the literature review and the more generalized samples associated with the overall levels of volunteer participation and NGO's in Malta. Within the qualitative research process the researcher builds a complex, holistic picture, analyses word, reports detailed view and conducts the study in a natural setting (Creswell 1998). The in-depth understanding of this study will be carried out through semi-structured questions. (see Appendix 3) A phenomenological study describes the meaning of the lived experiences for several individuals about the concept of the phenomenon. Phenomenologist explores the structures of consciousness in human experiences (Creswell 1998). This study aims to provide a deeper understanding, a holistic view of volunteers and a more human perspective, the motivations if you will for volunteerism and continued participation, despite costs and conflicts associated with the practice.

3.1 Sample

The sample used for this study is a purposive sampling of five volunteers from each of three voluntary organizations. According to Depoy and Gitlin (1998), the participants' size depends on the types of opportunities for the in-depth observation and interviewing, and according to the intent of the study. They suggest that if the intent of the study is to examine the experience that has been shared by individuals, a homogeneous strategy should be used to obtain study participants. They continue that given that one is minimizing variation, only a small number of individuals will be necessary. Therefore for this study fifteen participants will be interviewed and another two will be pilot studied. As a result of the pilot study, necessary alterations to the interviews will be made if necessary.

The restriction of sample size is important, as previously stated for reasons of qualitative research analysis, yet it must be clear that the results of such work are limited in scope and results. Though clearly representative of the volunteerism present in Malta the sample demonstrates a group that will be chosen with care. Care was taken to choose participants not by the request or recommendation of the NGO leadership but through the most random methods, choosing only those who volunteer for the study but also represent the whole spectrum of the volunteer population, from the novice to the long-term volunteer.

The demonstration of the need to limit the study group to the most represented types of NGOs has been stated previously, yet the mention here is pertinent as it determined the make up of the 15 participants in the sample group. The group consisting of the five individual volunteers, both part time and full time, from the three most represented types of NGO organizations, helped guide a better general understanding of the specific motivations and drives of volunteers in general, in both Malta and in other places. The representative view will further the understanding of the motivation, attitude and satisfaction of volunteers of this particular culture and others, helping to provide a clearer picture for the recruitment, retention and management of volunteer personnel in many areas of the helping industry.

The choice of sample participants attempted to demonstrate a representative group through a variety of demographic markers, age, years of service, level of education, hours of volunteer time given, to help distribute the results over as large a demographic statistical representation as possible. The pilot study demonstrated some strengths and weaknesses in the interview questionnaire and the questionnaire was therefore better tailored to meet the needs of answering the thematic questions of the study. Though nearly all of the information is subjective and self report the results show that the themes previously discussed do play a significant role in the who and why of volunteer service.

A letter of informed consent was offered to all participants in the study, including the organization as a whole (See Appendixes 1 and 2) and the study participants were given the opportunity through these items to have a greater understanding of the nature of the work. The truthfulness of the self-report and subjective results of this survey can not be thought as infallible, simply by the nature of the study, yet the thematic interest in several key points does demonstrate a sincere statistical correlation between individuals in motivation, attitude and overall satisfaction.

3.2 Data Collection

Data was be obtained through individual audio-taped semi-structured interviews, consisting mostly of open-ended questions. (see Appendix 2) As, mentioned previously the questions and processes was altered depending upon the success or recognized concerns brought up by the pilot interviews. Questions will be tailored to better meet the needs of the subject or themes they are meant to address. The interviews will be either in English or in Maltese according to the wish of the participant. The advantages of face-to-face interviews are for clarifying any ambiguities and asking detailed questions for more information. One of the most important techniques associated with unbiased interviewing is associated with summarizing or rephrasing previous answers by the interviewee to help draw out additional significant information, without adding biases to the interview process. These techniques help to draw out the perceptions and experiences of individuals, expressed in their own words.

The presence of the recording equipment was acknowledged by the participant, in the informed consent form and through the physical ability to see the recording device while the interview is being conducted. The interviews were transcribed into written form, for careful analysis at a later time and will be further detailed within the discussion portion of the work. Basic demographic information was obtained during the interview, to assist the research team in determining the similarities and differences each participant brought to the work through their place in life. This includes age, sex, marital status, level of education, and number of hours of volunteer service in any given month and whether they are gainfully employed also. A letter will be given to the participant to explain the purpose and importance of the survey to motivate him/her to reply truthfully and to obtain consent. An appointment will be made at a convenient time and place for both parties. Confidentiality would be stressed and no names would be mentioned during the interviews.

3.3 Data Analysis

The procedure involved the transcription and careful read through in order to gain insight and was coded by theme or category, to help the research team better understand the motivations, attitudes and overall satisfaction of the volunteers interviewed. The researcher conducted the interviews professionally by attempting to reduce or remove all interview bias from the interviews and the results analysis. As explained previously the concepts associated with removing bias from the interview process through summarizing the previous answers as a way to allow for further explanation and greater clarity, was used to a great degree, this can be seen in abundance within the transcript copies of interviews.

The size of the sample (n=15) proved small enough to allow for effective manual thematic analysis. Thematic analysis was conducted through keyword searches and also through the recognition of the biographical and cultural similarities and differences between participants in the study. It is clear that each individual in the study is unique but the narrative manner in which they demonstrate the reasons for and motivations for their particular participation in volunteering does demonstrate the very socio/cultural nature of the subject in general.

4. Research Findings and Discussion:

Accountability and increasing Public Scrutiny: Threat or Opportunity?

Few members of the voluntary sector are unfamiliar with the term 'accountability', which has crept into all corners of the corporate and government world. Increasingly, the sector is being called upon to demonstrate that the services provided by member organizations are making a quantifiable difference in the lives of clients. In some cases, the task of evaluating or measuring outcomes is relatively straightforward. This task is made increasingly difficult in situations where volunteers are concerned. Often times structured analysis of volunteer experiences can give the impression of challenged sustainability, high turnover and fast burn out, not to mention the personal challenges accountability might give the individual volunteer, in an already hectic life. Giving for many people is an additional aspect of their life, that no matter how rewarding it is, can be sacrificed if it becomes to stressful or if the level of appreciation drops to such a degree that makes it seem as if the costs outweigh the benefits of service. It is for this reason that the methodology of this study will both provide foundational qualitative clues as to why certain individuals continue to volunteer and even thrive in the roles and tasks they have been given in the organization. Accountability, in a management/business sense can in and of itself deter volunteers from participation, in situations where low reward and appreciation are perceived. Challenges to the NGO and the individual volunteer often arise through perceptions of accountability that reach beyond the resources of the individual volunteer and high levels of accountability might make the individual feel as if he or she is being asked to give more than he or she is receiving from the volunteer commitment.

The benefits on the other hand of the increased focus upon accountability is the researched-based demonstration of the real need and possible shortcomings of different helping organizations. Though the challenges of the increasing demands, and limited resources upon the organizations themselves often have unintended results the creative ways in which individual organizations rise to those demands is often based on overall and individual accountability for action plans and service needs. Within any given organization there are examples of the ways in which organizations meet increased demands through accountability for productive services. Within the Maltese context as with many others, the social needs that are being met by NGOs have been repeatedly proven to be crucial to the functioning of society and culture. The research from this study furthers these findings by demonstrating the extreme need for the services and the motivation to reduce the need for services by fully utilizing the service of volunteers. This, among many other reasons is a prime example of the ways in which NGOs have risen to the increased demand for accountability to programs and services, not being provided by the traditional means, such as local government and even family, in some cases.

The final accountability question offered very interesting results as participants responded to a higher ideological idea of accountability. Rather than attempting to justify the value of the particular work being done by the affiliate organization the individuals often demonstrated cultural and social needs based on real life situation of assistance they have witnessed or been a party to. Driven by the very personal nature of the answers to this question it can clearly be seen that the individuals must above all else perceive the value of the services they provide regardless of any additional ideas of bottom-line accountability. If the services they provide include social welfare services, which they often do the appreciation and change that has been elicited within the receiver of services is a crucial motivating factor for their continued willingness to offer time and resources to the programs. When asked what the possiblt costs of their volunteer time might be participants often offered time constraints and even pointed out their own perceived ideas of the failings of others in the organization to meet their own level of accountability. Though for the most part the longer the member had been in service to the organization the less importance they place upon the political, personal conflicts that seem to cause so much conflict in any work situation. Those individuals with less overall time in volunteering had more concrete ideas for changes that could be made to alleviate volunteer burnout and increase the overall effectiveness of the programs they volunteer for. Though, they also found more concern with association to accountability of others and also the political and social conflicts that can arise when people are trying to work together for a common goal.

The cultural impact of volunteerism in Malta is a question that needs further research and analysis. Though this work does much to help explain the impact of culture upon the desire to return gifts that have been given to individual volunteers by the closeness and richness of the culture of Malta. Volunteers expressed a great deal of emphasis upon the reliance of their cultural moors and standards as a foundation for their desire to serve others. Additionally, individuals expressed a great deal of emphasis upon their own personal experiences within their families and their lives, as strong motivation for their expression of helping through volunteerism. This would likely be the case in most cultural contexts yet it is clear that at least some emphasis is based upon personal perceptions of cultural ideology and standards, for who in their family or life influenced their desire to give back tot heir community through volunteer activities.

Though culture and family play a significant role in motivation to serve there is also a clear indication that the individual volunteers surveyed had experiences within their lives where they were given assistance by a particular kind of helping organization and they wish for the same or similar organizations to benefit from the resources which they bring to the group or service.

In a prospective study of volunteers at a telephone crisis-counseling agency. Clary and Miller studied the effects of parental modeling and nurturance on sustained altruism (defined as the fulfillment of the volunteer's commitment). They found that volunteers who reported warm and positive relationships with parents who modeled altruism were more likely to sustain their volunteer commitments. (Perry 1997)

Many identify a personal desire to serve because of an example or individual that might have demanded service from them by example when they were young, lending credence to the literature associated with research on volunteerism.

Human capital theory offers an explanation for why children inherit their parents' volunteering habits different from that found in motivation studies. Rather than modeling ideals, parents supply resources. And indeed, children of high-status parents are more likely to volunteer (Sundeen & Raskoff 1994:392). However, the scope of conditions of human capital theory are not clear. Janoski & Wilson (1995) show that offsprings' volunteering for groups concerned with community problems is predicted by parents' volunteering and by their own marital and parent status at the time, while neither parents' nor volunteers' socioeconomic status has much effect. Conversely, volunteering for more self-oriented organizations, such as unions and professional associations, is predicted by parents' and the volunteers' own socioeconomic status but is negatively related to the volunteers' family status. Parents role model the first but provide the resources for the second. (Wilson 2000)

It is clear from the research of this study that the social status of the individual does in some way impact the ability of an individual to give time to a volunteer project, yet it is also clear that the individuals studied here are of a fairly wide variety, from those who volunteer for professional experience to those who volunteer to give back something they feel they were given in a harder time in their own life. Probably the most significant theme though, is the modeling of an individual within the personal history of the volunteer. Volunteers were likely to answer with names and situations that significantly impacted their view of volunteering in general and their desire to build on that theme from their past through leading by example for the next generation. Volunteers who were not employed elsewhere or where not attending school were of coarse more likely to offer more hours of service but were also more likely to express their own benefits of service as those associated with the social nature of the work they do. They were in general interested in remaining a vibrant part of their community through work that offers emotional and personal rewards and growth.

Within the results of this project can be found many examples of how the affiliation with the organization has become a rich and rewarding part of the lives of the people who both serve and are served by the NGOs in highlight. The effectiveness of the organization itself can in some ways be judged by the effectiveness of the retention of long-term volunteer members and also by their ability to attract new members to help them better serve their target populations. It can also be said that many experiences within the findings demonstrate a desire for the individual to give back to the organization that has helped them in some way in their struggle to live and thrive in their life and culture. Though the results are clearly qualitative the themes of the research question clearly illuminate the connection between moral obligation and cultural norms of the region of Malta. Though it is clear from the findings that the sample represents only a small subset the invaluable information offered by the individuals will help to achieve a greater understanding of the representative needs of the community at large for continued stress on volunteerism and valued service delivery by NGOs. The work collectively offers an oral representation of the thematic motivations, attitudes and overall satisfaction that leads to and retains valuable volunteers within the volunteer organization. Much can be learned form the careful review of the findings of the survey and the thematic results of the narrative illustrations of the individuals. The individuals in the study pointed out not only strengths of the organizations they serve and the volunteer experience itself but also gave abundant clues as to the nature of the needs of the delivery system. Careful analysis of this information could give researchers a base for further study and also offer volunteer managers and coordinators an opportunity to better understand the personal nature of the work they do and the ways in which they might better serve the organization in which they give time. Many participants expressed concerns about the actual resource availability within the organization as on of the most fundamental shortcomings of the organization or it's funding.

It is clear that the pressure of the increased demand on these sorts of services are showing but with continued support ofd volunteers and a greater understanding of what motivates them some of these concerns can be answered, possibly even in the long-term. Accountability clearly arises as a hot button topic but the tailored recognition of the personal human needs and strengths of volunteers is the best way to combat possible conflicts of accountability.

Appendix 2:

Dear Volunteer Participant,

Firstly, thank you in advance for the invaluable service you will provide to this study. The study itself will explore the motivations, attitudes and overall satisfaction of volunteers and the volunteer experience, within this organization and others.

To what extent do persons who donate time free of charge to a voluntary organization share a similar pattern of motivation?

To study this research question, this study aims to:

Identify the intrinsic and extrinsic factors of motivation behind volunteering.

The objectives of the study are to:

Assess the extent and impact of motivation.

Explore the extent that culture and values play in the volunteering activity.

Identify whether these persons are attempting to fit into an important group and/or gain social approval.

Understand what sort of experiences may influence the development of the motivations in volunteers.

Identify any existent different patterns of motivations associated with different types of volunteers.

Help advance the understanding of the motivational dynamics of actual volunteers.

Determine the benefits and pitfalls of the volunteering activity.

The study will take care not to disclose any personal information about yourself or the organization for which you volunteer. The sole purpose of the study is to record and analyze the personal side to volunteer work and your input will be crucial to a better understanding of who and why certain people choose to give so much of their time and resources to programs and projects that assist others in their times of need. The information you share with the interviewer will be used only for research purposes and will not be shared without anonymity.