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Why People Leave Community Service Organizations: A Mixed Methods Study

Published online by Cambridge University Press:  01 January 2026

Ben Milbourn,
Melissa H. Black and
Angus Buchanan
Ben Milbourn*
Affiliation:
School of Occupational Therapy and Social Work, Curtin University GPO Box U1987, Perth, WA 6845, Australia
Melissa H. Black
Affiliation:
School of Occupational Therapy and Social Work, Curtin University GPO Box U1987, Perth, WA 6845, Australia
Angus Buchanan
Affiliation:
School of Occupational Therapy and Social Work, Curtin University GPO Box U1987, Perth, WA 6845, Australia
*
Ben.Milbourn@curtin.edu.au
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Abstract

Despite the benefits of volunteering to the individual, organization and community, the retention of volunteers within volunteer and not-for-profit organizations remains a significant challenge. Examining the motivations of individuals who have ceased their engagement in a volunteer organization may provide insights to improve retention rates. The perceptions of 64 volunteers formerly involved in an international volunteer organization were examined through community telephone interviews and online surveys. Results show that while volunteers valued their participation in the volunteer organization, their decision to cease engagement in the organization was driven by five major themes: ‘Work overload and burnout,’ ‘Lack of autonomy and voice,’ ‘Alienation and cliques,’ ‘Disconnect between volunteer and organization’ and ‘Lack of faith in leadership.’ Strategies to improve and refine organizational practice and culture may contribute to a strengthened membership and retention.

Keywords

VolunteerRetentionMembershipBelonging

Information

Type
Original Paper
Information
Voluntas: International Journal of Voluntary and Nonprofit Organizations , Volume 30 , Issue 1 , February 2019, pp. 272 - 281
Copyright
Copyright © International Society for Third-Sector Research and The Johns Hopkins University 2018

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