Volunteer retention done right: 98% of People Who Care volunteers say ‘I’m staying’

With 99% of volunteers recommending the experience and 98% planning to stay for another year, People Who Care is setting the gold standard for volunteer retention in Western Australia.

For over 40 years, Volunteering WA member organisation People Who Care has supported older adults and people living with disabilities to remain independent, safe, and socially connected. Whether it’s transport to medical appointments, help with gardening, friendly visits or social outings, People Who Care delivers essential services across Perth and the South West, with volunteers at the heart of it all.

We had the pleasure of speaking with Jo Muller, Volunteer Engagement Advisor at People Who Care, about the success of their volunteer program.

How do your volunteers play a role in supporting the organisation’s work with people in need?

Jo: Volunteers are the heart of People Who Care. They play a vital role in delivering all of our services, offering their time, compassion, and skills to support the elderly to stay in their homes as long as they can. Whether it’s driving someone to a doctor’s appointment, making a friendly phone call, or helping clean up the gardens and making everything safe around the house, our volunteers provide not only practical help but also human connection—often becoming a lifeline for those who are isolated or vulnerable.

Volunteering is a meaningful way to give back to the community. It offers the opportunity to make a real difference in someone’s life, often with just a few hours a week. Volunteers gain a deep sense of purpose, build lasting relationships, and often find their own lives enriched by the experience. At People Who Care, every volunteer becomes part of a caring, supportive community working toward a shared mission.

How has the volunteer program grown or changed over the years?

Over the years, our volunteer program has grown significantly—both in size and in scope. What began as neighbours helping neighbours has growth in a Community Base Not-for-profit Organisation with over 350 compassionate volunteers serving a range of needs across the community. Over the years we have introduced new roles, added training and support resources, and adapted our services to meet changing demographics and client needs.

Our goals for our volunteer program is to definitely expand our volunteer base so we can better serve more clients. To enhance volunteer training and support to ensure everyone feels confident in their roles and supported in every way and to foster a strong sense of community and recognition to ensure our volunteers feel valued and motivated to continue their amazing work.

Can you share a story about how People Who Care has made a difference in someone’s life?

Our Aged Care Volunteer Visitor Scheme volunteer Roksanda, celebrating 5 years with us. Speaking Croatian, Serbian and Bosnian, Roks has been matched with several clients from former Yugoslavia, including her first client who had medical issues affecting her speech. Together they found a way to communicate, and both got so much out of their connection. Their friendship lasted for more than 3 years until the client passed. Roks was the only person to visit her during that time and still misses her to this day.

“Each client has their own life story,” says Roksanda, “I’ve learnt to keep an open heart and open mind and not to have any preconceived ideas prior to meeting a client. Some clients with dementia may have memory challenges but the time we spend together seems to be very much valued and enjoyed at that particular moment in time.”

What’s one recent success/achievement you’re proud of?

We’re thrilled to share that the results from our recent Volunteer Feedback Survey were overwhelmingly positive! A total of 137 volunteers participated in the survey, and for the second year in a row, an incredible 99% said they would recommend volunteering with People Who Care.

In addition, 98% of respondents expressed their enthusiasm to continue in their roles for at least another year.

We are deeply grateful for our volunteer dedication and passion. Their commitment not only supports our mission but also makes a lasting impact on the lives of our clients and inspires our entire team.

What value do you find in Volunteering WA membership?

Volunteering WA have help People Who Care succeed in so many ways. The Corporate Volunteering scheme is extremely helpful to us. Our garden days changes the lives of our clients when their garden has a makeover in one day and our Starting Over Support Warehouse have received large donations from big Corporates that has changed the running of SOS and our crisis families. To be donated a truck to help pick up and deliver furniture along with fuel and a paid volunteer for a year has changed so many lives of crisis families starting over.

The training on volunteering recruitment has been invaluable along with network group activities.

If People Who Care had a mascot, what would it be and why?

If People Who Care had a mascot, it would be a golden retriever—a symbol of loyalty, warmth, and unconditional service. Much like our volunteers, golden retrievers are dependable, friendly, and always willing to lend a helping hand (or paw). They bring comfort, companionship, and a sense of trust—just as we aim to do in every interaction with the people we serve.

Every day, People Who Care and their volunteers are making an incredible impact in the lives of others. As a not-for-profit organisation they rely on the compassion of volunteers, and we encourage readers to explore their current vacancies.