I run in to this issue quite a bit in my current role with JMU. I have inherited volunteers from 2 different people- either because they were passed on to me when I took my job or because they have switched to having me as their primary contact. What has happened is that many of these volunteers were never formally trained, or at least did have any training with me, and procedures that I expect are not being followed. One thing that needs to happen within the program is a once a year regroup on all of the policies and procedures and the importance of these things. This could have happened at our annual alumni conference, but this weekend has become more about improving the volunteer overall rather than focusing on specific aspects of volunteering (i.e. the roles in the chapter program).
I am thinking about also putting together a job aid for volunteers... perhaps a quick guide to the things that seem to be forgotten the most. I think this would help overall and provide the leaders with the resources they need (at a more convenient speed than waiting for me to respond to their emails).
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