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Competency Framework
Competency Framework
To ensure the quality in our training courses we use competency-based education with personalised learning plans. Our Competency Framework for Volunteering outlines the essential skills, knowledge, and behaviours required for volunteers to excel in volunteer roles across various organisations and sectors. It serves as a guideline for recruiting, training, assessing, and developing volunteers, helping to ensure that they have the necessary competencies to contribute effectively to the organisation's mission and goals. A competency framework for volunteering serves also as a valuable tool for volunteer co-ordinators and managers to effectively support, develop, and empower volunteers to grow and make an impact at the local, national, or international level. The four levels of competencies outlined below contribute significantly to the professionalisation of volunteering.
© TST Competency Framework for Volunteering
© TST Competency Framework for Volunteering
Level 1: Foundational Competencies
Level 1: Foundational Competencies
Level 1 Foundational Competencies represent the fundamental skills and attributes necessary for volunteers to perform their roles effectively. These competencies are essential for individuals who are just starting their volunteering journey or taking on entry-level positions.
1.1 Communication: Able to communicate clearly and effectively with team members and supervisors.
1.2 Active Listening: Able to fully concentrate, understand, respond to, and remember what is being said.
1.3 Finding Voice: Demonstrates the ability to discover and articulate own perspective, values, and experiences within the context of volunteering role.
1.4 Reliability: Consistently shows up on time for volunteer commitments.
1.5 Teamwork: Works collaboratively with others to achieve common goals.
1.6 Adaptability: Able to adjust to changes in volunteer tasks or environments.
1.7 Basic IT Skills: Demonstrates proficiency in basic computer tasks relevant to the volunteer role (e.g., using email, word processing).
1.8 Dignity, Equality and Diversity: Ensures respect, fairness, and inclusivity for other volunteers and staff regardless of their background, characteristics, or circumstances.
1.9 Lifelong Learning: Demonstrates a willingness to learn and improve skills through volunteer experiences.
Roles: Volunteer / Assistant Volunteer
Level: Basic
Competencies and specific learning objectives
1.1 Communication
- Learning Objective: Volunteers will communicate effectively with team members and supervisors.
Measurable Behaviours:
- Uses clear and concise language when interacting with others.
- Listens actively to understand instructions and feedback.
- Asks questions for clarification when necessary.
- Contributes to group discussions and shares ideas openly.
1.2 Active Listening
- Learning Objective: Volunteers will demonstrate consistent attendance and punctuality in fulfilling their volunteer commitments.
Measurable Behaviours:
- Maintains eye contact and gives the speaker their full attention without interrupting.
- Demonstrates understanding by paraphrasing or summarising the speaker's message.
- Asks relevant questions to clarify or explore the speaker's thoughts and feelings.
- Provides supportive verbal and nonverbal responses, such as nodding or affirming statements, to show empathy and encouragement.
1.3 Reliability
- Learning Objective: Volunteers will demonstrate consistent attendance and punctuality in fulfilling their volunteer commitments.
Measurable Behaviours:
- Arrives on time for scheduled volunteer shifts.
- Provides advance notice if unable to attend a volunteer session.
- Follows through on assigned tasks and responsibilities within agreed-upon timelines.
1.4 Teamwork
- Learning Objective: Volunteers will collaborate with others to achieve common goals.
Measurable Behaviours:
- Works co-operatively with team members to complete tasks and projects.
- Respects the perspectives and contributions of others.
- Offers assistance and support to team members as needed.
- Participates actively in group activities and discussions.
1.5 Adaptability
- Learning Objective: Volunteers will demonstrate flexibility in responding to changes in volunteer tasks or environments.
Measurable Behaviours:
- Adjusts quickly to new instructions or assignments.
- Adapts to changes in schedule or volunteer activities.
- Maintains a positive attitude in challenging or uncertain situations.
- Seeks feedback and guidance to improve performance in new tasks.
1.6 Basic IT Skills
- Learning Objective: Volunteers will demonstrate proficiency in fundamental tasks relevant to their volunteer role.
Measurable Behaviours:
- Performs basic tasks associated with the volunteer position accurately and efficiently.
- Follows standard operating procedures and safety protocols.
- Seeks opportunities to enhance skills and knowledge through training and practice.
1.7. Finding Voice
- Learning Objective: Volunteers will demonstrate their proficiency in identifying and effectively communicating their own perspectives, values, and experiences within the scope of their volunteering roles.
Measurable Behaviours:
- Articulates personal values and beliefs related to volunteering role during discussions or presentations.
- Engages in reflective exercises to explore and understand perspectives and experiences in the context of volunteering activities.
- Demonstrates clarity and coherence in expressing their opinions and viewpoints during group discussions or collaborative projects.
- Integrates personal values and experiences into volunteering activities, contributing positively to team dynamics and project outcomes.
1.8. Dignity, Equality, and Diversity
- Learning Objective: Volunteers will ensuring respect, fairness, and inclusivity for other volunteers and staff regardless of their background, characteristics, or circumstances.
- Demonstrates respect for individuals from diverse backgrounds and treats everyone with dignity and fairness.
- Supports initiatives that foster equality and inclusivity within the organisation or community.
- Participates in training sessions or workshops focused on diversity awareness and sensitivity.
- Engages in ongoing self-reflection and learning to enhance understanding of different cultures, identities, and experiences.
1.9. Lifelong Learning
- Learning Objective: Volunteers will demonstrate a commitment to ongoing learning and skill development.
Measurable Behaviours:
- Actively participates in training sessions, workshops, and educational opportunities.
- Seeks feedback from supervisors and peers to identify areas for improvement.
- Reflects on learning experiences and applies new knowledge to improve performance.
- Sets personal learning goals and tracks progress over time.
Level 2: Intermediate Competencies
Level 2: Intermediate Competencies
Level 2 Intermediate Competencies represent the skills and capabilities required for volunteers who have gained some experience and are ready to take on more responsibilities within their roles. These competencies enable volunteers to work independently and contribute to projects or initiatives with greater autonomy.
2.1 Interpersonal Skills: Builds positive relationships with fellow volunteers, staff, and community members.
2.2 Adaptability: Demonstrates ability to adjust to new situations, changes, or challenges effectively.
2.3 Emotional Intelligence and Empathy: Demonstrates the ability to recognise, understand, and manage one's own emotions, as well as the emotions of others, in order to empathise and take on another's perspective.
2.4 Using Voice: Demonstrates effective communication, expressing their perspectives on relevant issues, and contributing to meaningful conversations by conveying thoughts, opinions, and ideas to others in a clear, compelling, and impactful manner.
2.5 Problem-Solving: Identifies and resolves minor issues or obstacles independently.
2.6 Organisational: Manages time and resources effectively to fulfill volunteer responsibilities.
2.7 Intermediate IT Skills: Utilises software and digital tools to enhance volunteer activities (e.g., data entry, social media management).
2.8 Employability: Demonstrates qualities such as professionalism, work ethic, and initiative that are valued by employers.
2.9 Leadership: Takes initiative and guides others when necessary.
Roles: Community Development / Project Development Volunteer
Level: Independent
Competencies and specific learning objectives
2.1 Interpersonal Skills
- Learning Objective: Volunteers will build positive relationships with fellow volunteers, staff, and community members.
Measurable Behaviours:
- Communicates respectfully and empathetically with others.
- Listens actively to understand perspectives and concerns.
- Collaborates effectively with diverse individuals or groups.
- Resolves conflicts or disagreements constructively through open dialogue and compromise.
2.2 Adaptability
- Learning Objective: Volunteers can effectively adjusting to new situations, changes, or challenges.
Measurable Behaviours:
- Demonstrates openness to change and willingness to try new methods or approaches.
- Quickly adjusts plans or strategies in response to unexpected obstacles or shifting priorities.
- Maintains composure and positive attitude in fast-paced or unpredictable situations.
- Seeks feedback and actively learns from experiences to improve future performance and adaptability.
2.3 Emotional intelligence: Volunteers can involve recognise, understand, and manage own emotions, as well as those of others.
Measurable Behaviours:
- Demonstrates self-awareness by accurately recognising and labeling their own emotions.
- Shows empathy by understanding and considering the perspectives and emotions of others.
- Manages emotions constructively by regulating their own feelings and reactions in challenging situations.
- Utilises effective communication skills to express emotions appropriately and resolve conflicts calmly.
2.4 Using Voice
- Learning Objective: Volunteers will demonstrate effective communication skills by clearly and compellingly expressing personal viewpoints on pertinent topics, thereby contributing to substantial and meaningful discussions.
Measurable Behaviours:
- Articulates personal viewpoints on relevant topics with clarity and precision.
- Engages in discussions actively, expressing ideas persuasively and coherently.
- Contributes substantively to discussions by offering insightful perspectives and ideas.
- Demonstrates the ability to foster meaningful dialogue through effective communication techniques.
2.5 Problem-Solving
- Learning Objective: Volunteers will develop problem-solving skills to identify and resolve minor issues or obstacles independently.
Measurable Behaviours:
- Analyses situations to identify challenges or areas for improvement.
- Generates creative solutions to overcome obstacles or address problems.
- Implements effective strategies to resolve conflicts or mitigate risks.
- Evaluates the outcomes of problem-solving efforts and adjusts approaches as needed.
2.6 Organisational
- Learning Objective: Volunteers will learn to manage time and resources effectively to fulfill their volunteer responsibilities.
Measurable Behaviours:
- Sets priorities and plans activities to maximise productivity and efficiency.
- Uses calendars, task lists, or project management tools to organise volunteer tasks.
- Allocates resources (e.g., materials, equipment) efficiently to achieve desired outcomes.
- Adapts schedules or workflows to accommodate changing priorities or deadlines.
2.7 Intermediate IT Skills
- Learning Objective: Volunteers will utilise software and digital tools to enhance volunteer activities, such as data entry and social media management.
Measurable Behaviours:
- Demonstrates proficiency in using common software applications (e.g., Microsoft Office Suite, Google Workspace).
- Navigates digital platforms and social media channels to promote volunteer initiatives or share information.
- Performs basic data entry tasks accurately and efficiently.
- Adapts to new technologies or digital tools introduced in the volunteer setting.
2.8 Employability
- Learning Objective: Volunteers will demonstrate qualities valued by employers, including professionalism, work ethic, and initiative.
Measurable Behaviours:
- Maintains a positive attitude and professional demeanor in all interactions.
- Demonstrates reliability by fulfilling volunteer commitments and meeting deadlines.
- Takes initiative to seek out opportunities for growth and development.
- Exhibits strong work ethic through diligence, attention to detail, and a willingness to go above and beyond expectations.
2.9 Leadership
- Learning Objective: Volunteers will demonstrate leadership skills by taking initiative and guiding others when necessary.
Measurable Behaviours:
- Takes charge of group activities or projects when assigned as a team leader.
- Offers assistance and guidance to fellow volunteers to ensure task completion.
- Leads by example, inspiring others through their actions and dedication.
- Delegates tasks effectively and empowers team members to contribute their skills.
Level 3: Advanced Competencies
Level 3: Advanced Competencies
Level 3 Advanced Competencies signify the mastery of skills and capabilities that enable volunteers to take on leadership roles and manage complex volunteer projects or initiatives. These competencies equip volunteers with the expertise to drive strategic planning, mentor others, and engage with communities effectively.
3.1 Strategic Thinking: Able to anticipate future needs and proactively plan volunteer activities.
3.2 Conflict Resolution: Effectively manages conflicts or disagreements among team members.
3.3 Mentorship: Provides guidance and support to less experienced volunteers.
3.4 Advanced IT Skills: Demonstrates proficiency in specialised software or technical tools relevant to the volunteer role (e.g., database management, graphic design).
3.5 Community Development: Engages with local communities to identify needs and develop volunteer initiatives that address them.
3.6 Transferable Skills: Develops skills such as critical thinking, problem-solving, and leadership that are applicable across various roles and industries.
3.7 Speaking for Others: Demonstrates the ability to represent and advocate for the needs, interests, and rights of individuals or groups who may not have the opportunity or capacity to speak for themselves.
3.8 Networking: Demonstrates the ability to make and maintain connections with individuals or groups for professional or social purposes.
3.9 Senior Leadership: Demonstrates a range of abilities and qualities that are essential for effectively leading and managing volunteers, staff, teams, departments, or entire organisations at a senior level.
Roles: Co-ordinator / Team Leader / Project Manager / Manager Volunteer / Senior Manager
Level: Proficient
Competencies and specific learning objectives
3.1 Strategic Thinking
- Learning Objective: Volunteers will develop strategic thinking skills to anticipate future needs and proactively plan volunteer activities.
Measurable Behaviours:
- Conducts research and gathers information to identify trends or emerging issues relevant to the volunteer organisation's mission.
- Formulates long-term goals and action plans to address anticipated challenges or opportunities.
- Anticipates potential obstacles or barriers and develops contingency plans to mitigate risks.
- Evaluates the effectiveness of strategic decisions and adjusts approaches based on feedback and outcomes.
3.2 Conflict Resolution
- Learning Objective: Volunteers will learn to effectively manage conflicts or disagreements among team members.
Measurable Behaviours:
- Listens actively to understand the perspectives and concerns of all parties involved in a conflict.
- Facilitates constructive dialogue to find mutually acceptable solutions and resolve disputes.
- Maintains professionalism and impartiality when mediating conflicts.
- Implements strategies to prevent recurring conflicts and promote positive relationships within the team.
3.3 Mentorship
- Learning Objective: Volunteers will provide guidance and support to less experienced volunteers.
Measurable Behaviours:
- Shares knowledge, expertise, and best practices with mentees to help them develop skills and confidence.
- Provides constructive feedback and encouragement to mentees to foster their personal and professional growth.
- Offers mentorship in areas such as task execution, problem-solving, and career development.
- Serves as a role model by demonstrating leadership qualities and ethical behaviour.
3.4 Advanced IT Skills
- Learning Objective: Volunteers will demonstrate proficiency in specialised software or technical tools relevant to the volunteer role.
Measurable Behaviours:
- Utilises advanced software applications or technical tools to streamline volunteer activities and enhance productivity.
- Manages databases or information systems to organise and analyse data for decision-making purposes.
- Applies graphic design principles to create visually appealing materials for volunteer outreach or communication.
- Troubleshoots technical issues and provides support to other volunteers in using specialised software or tools.
3.5 Community Development
- Learning Objective: Volunteers will engage with local communities to identify needs and develop volunteer initiatives that address them.
Measurable Behaviours:
- Conducts needs assessments and community surveys to understand the challenges and opportunities within the local area.
- Collaborates with community members, organisations, and stakeholders to develop and implement volunteer projects or programmes.
- Mobilises resources and volunteers to support community development initiatives, such as infrastructure improvements or social services.
- Evaluates the impact of volunteer efforts on community development outcomes and adjusts strategies as needed.
3.6 Transferable Skills
- Learning Objective: Volunteers will develop skills such as critical thinking, problem-solving, and leadership that are applicable across various roles and industries.
Measurable Behaviours:
- Applies critical thinking skills to analyse complex problems and generate innovative solutions.
- Demonstrates adaptability and resilience when faced with challenges or changing circumstances.
- Exhibits leadership qualities such as decisiveness, integrity, and empathy in diverse contexts.
- Seeks out opportunities for continuous learning and skill development to enhance transferable skills and professional growth.
3.7 Speaking For Others
- Learning Objective: Volunteers will demonstrate proficiency in representing and advocating for individuals or groups who may lack the opportunity or ability to voice their needs, interests, and rights independently.
Measurable Behaviours:
- Actively identifies and amplifies the voices of marginalised individuals or groups within the community or organisation.
- Engages in outreach efforts to raise awareness and garner support for the rights and interests of those unable to advocate for themselves.
- Collaborates with stakeholders, including community leaders and policymakers, to advocate for policy changes and reforms that promote equity and social justice.
- Monitors and evaluates the impact of advocacy efforts, gathering feedback from affected communities and adjusting strategies as needed to ensure effectiveness and relevance.
3.8 Networking
- Learning Objective: Volunteers will be involved the act of establishing and nurturing connections with individuals or groups whether for professional or social reasons.
Measurable Behaviours:
- Proactively initiates and maintains relationships with key stakeholders, both within and outside the organisation, to expand the network and leverage resources.
- Demonstrates effective communication skills in networking situations, including active listening, clear articulation of ideas, and building rapport.
- Actively participates in industry-related events, conferences, and forums to establish new connections and stay updated on industry trends.
- Utilises online networking platforms and tools to connect with professionals in relevant fields and cultivate meaningful relationships.
3.9 Senior Leadership
- Learning Objective: Volunteers will be dynamic, using a combination of strategic thinking, interpersonal abilities, and ethical principles essential for leading people and organisation toward success.
Measurable Behaviours:
- Demonstrates strategic thinking by proactively identifying long-term goals and developing actionable plans to achieve them.
- Exhibits strong interpersonal abilities by building and maintaining positive relationships with team members, stakeholders, and external partners.
- Integrates ethical principles into decision-making processes, ensuring fairness, integrity, and accountability in all actions and interactions.
- Leads by example, inspiring and motivating others to achieve excellence and contribute to the overall success of the organisation.
Level 4: Expert Competencies
Level 4: Expert Competencies
Level 4: Expert Competencies represent the pinnacle of skills and expertise attained by volunteers, enabling them to assume leadership positions and drive impactful change within the organisation and the community. These competencies encompass visionary leadership, effective advocacy, strategic resource mobilisation, collaborative partnership building, rigorous programme evaluation, and a commitment to lifelong learning and professional development. Volunteers at this level play key roles such as Board Members, Chairs, Directors, and even CEOs, demonstrating mastery in their field and driving sustained success and innovation.
4.1 Visionary Leadership: Sets long-term goals and inspires others to achieve them.
4.2 Advocacy: Represents the organisation or cause in public forums and advocates for change.
4.3 Resource Mobilisation: Identifies and secures resources (financial, human, or material) to support volunteer initiatives.
4.4 Collaboration: Builds strategic partnerships with external organisations or stakeholders to maximise impact.
4.5 Community Empowerment: Engages with communities to fosters their self-reliance, resilience, and capacity to address their own needs and challenges empowering them to identify their strengths, resources, and aspirations.
4.6 Evaluation and Impact Assessment: Designs and implements comprehensive evaluation frameworks to measure the effectiveness of volunteer programmes.
4.7 Lifelong Learning: Actively seeks out opportunities for continuous learning and skill development to remain relevant in a rapidly changing world.
4.8 Speaking for the Sector: Demonstrates the ability to represent and promote the interests, values, and impact of the broader volunteer sector or field of activity in which they operate. This includes building alliances, engaging stakeholders, and using communication platforms to address social, environmental, and humanitarian challenges. Advocating for policies, resources, and recognition supports the sustainability and growth of volunteer initiatives, organisations, and the sector.
4.9 Executive Leadership: Demonstrates a combination of vision, strategic thinking, communication skills, and effective management to steer the organisation toward its goals and objectives.
Roles: Board Member / Chair / Director / CEO Volunteer
Level: Mastery
Competencies and specific learning objectives
4.1 Visionary Leadership
- Learning Objective: Volunteers will develop visionary leadership skills to set long-term goals and inspire others to achieve them.
Measurable Behaviours:
- Articulates a compelling vision for the future of the volunteer organisation or cause.
- Sets ambitious yet achievable goals that align with the organisation's mission and values.
- Motivates and empowers team members to contribute to the realisation of the vision.
- Demonstrates strategic thinking and foresight in anticipating future trends and opportunities.
4.2 Advocacy
- Learning Objective: Volunteers will represent the organisation or cause in public forums and advocate for change.
Measurable Behaviours:
- Effectively communicates the organisation's mission, goals, and impact to external stakeholders and the public.
- Engages in public speaking, media interviews, or social media campaigns to raise awareness about key issues and mobilise support for advocacy initiatives.
- Collaborates with policymakers, community leaders, and other stakeholders to influence decision-making and promote positive change.
- Champions diversity, equity, and inclusion principles in all advocacy efforts.
4.3 Resource Mobilisation
- Learning Objective: Volunteers will identify and secure resources (financial, human, or material) to support volunteer initiatives.
Measurable Behaviours:
- Conducts prospect research and develops fundraising strategies to cultivate relationships with donors and sponsors.
- Writes compelling grant proposals, sponsorship pitches, or fundraising appeals to attract financial support for volunteer projects.
- Recruits and mobilises volunteers, interns, or in-kind donors to contribute their time, skills, or resources to support organisational goals.
- Manages databases, memberships, tracks contributions, and acknowledges donor support in a timely and personalised manner.
4.4 Collaboration
- Learning Objective: Volunteers will build strategic partnerships with external organisations or stakeholders to maximise impact.
Measurable Behaviours:
- Identifies potential collaborators and establishes mutually beneficial partnerships to achieve shared goals.
- Facilitates effective communication and collaboration among diverse stakeholders, including NGOs, social enterprises, government agencies, businesses, and community groups.
- Negotiates agreements, charters, community agreements or Memoranda of Understanding (MOUs) outlining roles, responsibilities, and expectations for collaboration.
- Evaluates the effectiveness of partnerships and seeks feedback to continuously improve collaborative efforts.
4.5 Evaluation and Impact Assessment
- Learning Objective: Volunteers will design and implement comprehensive evaluation frameworks to measure the effectiveness of volunteer programs.
Measurable Behaviours:
- Develops logic models, evaluation plans, and performance indicators to assess the outcomes and impact of volunteer initiatives.
- Collects and analyses qualitative and quantitative data using surveys, interviews, focus groups, or other evaluation methods.
- Synthesises evaluation findings into actionable recommendations for programme improvement and decision-making.
- Communicates evaluation results transparently to stakeholders and uses feedback to inform future planning and resource allocation.
4.6 Lifelong Learning
- Learning Objective: Volunteers will actively seek out opportunities for continuous learning and skill development to remain relevant in a rapidly changing world.
Measurable Behaviours:
- Engages in self-directed learning activities such as online courses, workshops, conferences, or professional development seminars.
- Seeks feedback and mentorship from experienced professionals or peers to enhance skills and knowledge.
- Reflects on learning experiences and identifies areas for growth and improvement.
- Demonstrates a growth mindset and adaptability in embracing new technologies, methodologies, and best practices.
4.7 Speaking for the Sector
- Learning Objective: Volunteers will demonstrate the capacity to advocate for and champion the needs, interests, and rights of individuals, groups and communities who lack the means or opportunity to advocate for themselves.
Measurable Behaviours:
- Engages in active listening and empathy-building to understand the perspectives and needs of marginalised individuals, groups and communities.
- Develops and implements advocacy plans that align with the identified needs and priorities of the target population.
- Utilises various advocacy channels, including public speaking, writing, and social media, to raise awareness and mobilise support for relevant issues.
- Collaborates with community organisations, policymakers, and other stakeholders to amplify the voices of marginalised groups and influence policy changes that promote social inclusion and equity.
4.8 Executive Leadership
- Learning Objective: Volunteers will demonstrate a combination of vision, strategic thinking, communication skills, and effective management to steer the organisation toward its goals and objectives.
Measurable Behaviours:
- Demonstrates the ability to make timely and well-informed decisions, weighing risks and benefits, and considering the long-term implications for the organisation.
- Exhibits confidence, credibility, and authority in interactions with internal and external stakeholders, inspiring trust and confidence in the organisation's leadership.
- Builds and maintains effective relationships with a diverse range of stakeholders, including board members, employees, customers, investors, and community partners, fostering collaboration and alignment.
- Leads organisational change initiatives with sensitivity and skill, guiding employees through transitions, addressing resistance, and fostering a culture of adaptability and resilience.
- Encourages and supports innovation within the organisation, fostering a culture of creativity, experimentation, and continuous improvement.
- Sets high performance standards and holds individuals and teams accountable for results, providing feedback, coaching, and recognition to support professional growth and development.
- Demonstrates integrity, honesty, and transparency in all interactions and decisions, upholding ethical standards and promoting a culture of ethical behaviour throughout the organisation.
- Effectively manages crises and unforeseen challenges, remaining calm under pressure, making sound decisions, and communicating transparently with stakeholders to mitigate risks and protect the organisation's reputation.
- Identifies and cultivates strategic partnerships and alliances that enhance the organisation's reach, resources, and impact, leveraging external expertise and resources to advance its mission and objectives.
Our comprehensive competency framework recognises the importance of IT competencies, people skills, personal development, and community development in the volunteering context. It provides volunteers with a clear pathway for skill development and empowers them to make a positive impact in their communities while also enhancing their employability and lifelong learning capabilities. By developing these competencies, volunteers enhance their professionalism, effectiveness, and impact within their roles, contributing to the professionalisation of volunteering as a whole.
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