The effects of perceived supervisor support on volunteer satisfaction, motivation and retention in an online text-based emotional support service

Abstract

(1) Objectives. Volunteer retention has been an important issue across the globe. Given the low volunteer retention in the Open Up, an online text-based counselling platform service, the current study attempted to explore the effects of perceived supervisor support on volunteer motivation, satisfaction and retention and inform future volunteer management practices. (2) Method. A mixed method approached was employed in the current study. 124 volunteers were recruited using an online questionnaire to understand their motivation, satisfaction and intention to remain in the Open Up service. Instruments included the Volunteer Function Inventory – Chinese Version (VFI-C), Volunteer Outcome, Volunteer Satisfaction Index – Chinese Version (VSI-C), Intention to Remain (ITR), Perceived Supervisor support (PSS), demographic information. Qualitatively, 11 semi-structured interviews were conducted and analyzed using the framework method by one independent researcher. (3) Results. Correlational analyses revealed significant positive correlations between all variables (intention to remain, volunteer motivation, volunteer satisfaction, perceived supervisor support). Qualitatively, six key themes were identified based on the volunteer interviews, namely 1) volunteer motivation, 2) perceived supervisor support, 3) desirable qualities of supervisor, 4) increased satisfaction, 5) increased retention, 6) dissatisfaction & suggestion. (4) Conclusion. Results of this study have shed light on perceived supervisor support as an important factor to volunteer satisfaction and motivation. Insightful debriefing are important for volunteer’s competency that motivates them to work further. Further study should focus on the longitudinal aspects of volunteer development.