Being strategic and intentional in the management of volunteers is increasingly important to tackle volunteer retention and improve other volunteer outcomes. Drawing on strategic human resource management (SHRM), this inductive study utilizes qualitative data from interviews to explore how volunteers in a large youth organization perceive HR practices of training and recognition. Volunteer accounts are supplemented with focus group data from front-line staff to capture how HR practices are implemented. Findings indicate a disconnect between implemented and perceived HR practices in some, but not all, areas. Inconsistent and unintentional communication was the main driver for negative volunteer perceptions.
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