温洛克民间组织能力开发项目 参考资料系列之四：志愿者管理
温洛克民间组织能力开发项目
参考资料系列之四：志愿者管理
中国非营利组织志愿者管理指南
Volunteer Management Guidelines for Chinese NGOs
Winrock Chinese NGO Capacity Building Program NGO Management Series # 4 Volunteer Management
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温洛克民间组织能力开发项目 参考资料系列之四：志愿者管理
前 言
《温洛克非营利组织管理参考资料系列》由温洛克民间组织能力开发项目组织编纂，旨在为中国非营利组织的管理问题提供指导性的参考。本系列共包括8个分册。《中国非营利组织志愿者管理指南》是系列之四。
本手册由惠泽人咨询服务中心编辑队共同编写，翟雁修订。翟雁女士自2003年以来，在北京以及全国各地为数以百计的志愿者提供了培训。翟雁女士是温洛克志愿者管理和领导力的培训和辅导老师，她对中国非营利组织的志愿者管理，从志愿者招募、培训、督导，到评估和激励等都非常熟悉。她在本手册中不仅阐述了这些管理问题，同时论述了志愿精神、志愿者在促进公民社会发展中的角色、非营利组织制定涉及志愿者权利义务的规章制度的必要性等等相关问题。
另外，附件中还选编了一些志愿者管理的实用表格，包括招募、督导、绩效评估等各个方面，这些表格由香港义务工作发展局（简称 AVS ）提供。 2004年10月，受联合国志愿者项目、美新路公益基金和温洛克民间组织能力开发项目之邀，香港志愿者服务发展局的老师在北京讲授了志愿者培训。我们非常感谢香港志愿者服务发展局不仅愿意分享这些表格，同时也欢迎大陆的非营利组织能够根据本组织的需要来借鉴或者改编这些表格为己所用。
我们同时也意识到，对很多的非营利组织，志愿者管理与员工管理是密切相关的主题。欲了解人力资源管理系统性的方法，请参看本系列之三《中国非营利组织人力资源管理指南》。
我们非常感谢所有为本手册付出努力的人们，并希望读者能在本手册中找到富有含金量的内容。
目 录
Table of contents
1 中国非营利组织与志愿者 ............................................................................................. 1 Chinese NGOs and Volunteers
1.1 缺乏政策支持与法律保障................................................................................................................ 2
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温洛克民间组织能力开发项目 参考资料系列之四：志愿者管理
Lack of Policy and Legislative Support
1.2 志愿者认知和公众参与意识不足 .................................................................................................... 2 Lack of Awareness of Volunteerism and Public Participation
1.3 靠个人信念、魅力和热情来管理志愿者 ........................................................................................ 3 Managing Volunteers by Relying on Personal Faith, Charisma and Passion
1.4 缺少志愿者管理理论与机制 ............................................................................................................ 3 Lack of Volunteer Management Theory and Procedures
2 志愿服务 ......................................................................................................................... 4 Volunteer Service
2.1 志愿服务已经成为文明社会不可或缺的重要部分 ........................................................................ 4 Volunteer Service Is Indispensable to Civil Society
2.2 志愿服务的具体形式 ....................................................................................................................... 4 Different Types of Volunteer Service
3 志愿管理概念 ................................................................................................................. 6 Volunteer Management Concepts
4 非营利组织志愿者管理系统构成 ............................................................................... 12 Volunteer Management Systems for NGOs
4.1 志愿者 ............................................................................................................................................. 12 Volunteers
4.2 志愿者管理人员 ............................................................................................................................. 12 Volunteer Coordinator
4.3 志愿工作规划 ................................................................................................................................. 12 Volunteer Work Plan
4.4 志愿者管理机制 ............................................................................................................................. 13 Volunteer Management Mechanisms
4.5 志愿者管理政策与制度.................................................................................................................. 15 Volunteer Management Policies and Regulations
5 志愿者管理流程 ........................................................................................................... 17 Volunteer Management Processes
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温洛克民间组织能力开发项目 参考资料系列之四：志愿者管理
5.1 志愿工作计划 ................................................................................................................................. 17 Volunteer Work Plan
5.2 志愿者的招募 ................................................................................................................................. 17 Volunteer Recruitment
5.3 志愿者面试 ..................................................................................................................................... 18 Interviewing Volunteers
5.4 志愿者培训 ..................................................................................................................................... 18 Training Volunteers
5.5 志愿工作督导与评估 ..................................................................................................................... 19 Supervising and Evaluating Volunteers
5.6 志愿者激励 ..................................................................................................................................... 20 Motivating Volunteers
6 思考与建议 ................................................................................................................... 23 Observations and Recommendations
6.1 专业化 ............................................................................................................................................. 23 Professionalism
6.2 规范化 ............................................................................................................................................. 23 Standards
6.3 民间化 ............................................................................................................................................. 23 Links to Society
6.4 建立民间志愿者网络体系，增进志愿服务交流 .......................................................................... 24 Networking
6.5 解决特殊群体的志愿服务要求 ...................................................................................................... 24 Involving Volunteers with Special Needs
附录
附录1 志愿服务的立法研究 ............................................................................................................... 26 “Research on Legislation Related to Volunteer Service” by Bai yaoping
附录2 志愿者是非营利组织中的宝贵资源 ........................................................................................ 33
“Volunteers as a Valuable Resource for Non-Profit Organizations” by Jane Horner
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Volunteer Management
温洛克民间组织能力开发项目 参考资料系列之四：志愿者管理
附录3《志愿者风险管理》摘要......................................................................................................... 43
“Risk Management Related to Volunteers” by Mae Chao
附录4 志愿者管理中常用表格............................................................................................................ 48 Forms Used in Volunteer Management
表格的使用说明 ................................................................................................................................... 48
How to Use these Forms
志愿者申请表格 ................................................................................................................................... 50
Application Forms for Volunteers
志愿服务承诺书 ................................................................................................................................... 52
Letter of Commitment from Volunteers
志愿者服务资料一览表 ....................................................................................................................... 53
Data Sheet for Volunteer Service
志愿者出勤表 ....................................................................................................................................... 54
Volunteer Attendance Record
志愿服务总记录 ................................................................................................................................... 55
Volunteers Service Record
志愿服务时间纪录 ............................................................................................................................... 56
Time Sheet for Volunteers
志愿服务进程纪录 ............................................................................................................................... 57
Track Record of Volunteers
志愿工作督导纪录 ............................................................................................................................... 58
Supervisor's Record on Volunteers
志愿者工作表现评估 ........................................................................................................................... 59
Performance Evaluation for Volunteers
志愿者对服务意见评估 ....................................................................................................................... 60
Feedback from Volunteers
志愿者离职意见调查 ........................................................................................................................... 62
Feedback on Why Volunteers Stop Volunteering
职员对志愿者需要意见调查 ............................................................................................................... 63
Survey of Organization's Need for Volunteers
职员对志愿者运用情况评估问卷........................................................................................................ 64
Assessment by Staff on Use of Volunteers
Winrock Chinese NGO Capacity Building Program NGO Management Series # 4 Volunteer Management
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（完整版）中国非营利组织志愿者管理指南
