Workforce Configuration in Charity Settings: A Forward-Looking Approach

Problem definition: Volunteers, the primary workforce for many charities, represent a complex labor pool; they are unreliable and exhibit substantial heterogeneity in both performance and affinity to the organization. Additionally, many volunteers engage not only to contribute but also to immerse themselves in a volunteering experience that, if rewarding, can inspire them to become future donors. However, practical approaches to volunteer management commonly neglect these traits and the consequential impact that tactical decision-making can have on nurturing potential future donations. Methodology/results: Building on a previous study, we propose a forward-looking volunteer scheduling model that accounts for the heterogeneity among volunteers, mitigates both understaffing and overstaffing costs, and explicitly correlates individual time contribution with their monetary donations. We provide analytical solutions when the charity can reliably estimate distributions (e.g., uniform distribution) from data and suggest a distribution-free method to offer actionable insights where data are limited or uncertain. Managerial implications: At the strategic level, by viewing volunteers as potential donors, the optimal staffing strategy balances meeting the charity’s labor needs and maximizing volunteers’ satisfaction, as this satisfaction influences their likelihood of becoming future donors. We show that charities could avert substantial losses by adopting an integrative approach, thereby challenging conventional organizational structures that compartmentalize volunteer and donor management. Our model suggests that building robust data infrastructures can significantly advance the charity’s core mission. Paradoxically, efforts to increase labor productivity may inadvertently undermine this objective. At the operational level, we provide an Excel-based decision support tool and a decision-tree framework to navigate optimal policies, determining when and how a charity can rely on episodic (less reliable) volunteers. Our results confirm that reducing uncertainty in volunteer turnout benefits charities. However, we also find that when labor value is low, episodic volunteers are preferred, whereas formal (reliable) volunteers are favored when labor value is high. Supplemental Material: The online appendix is available at https://doi.org/10.1287/msom.2022.0363 .