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Strategic Volunteer Recruitment & Retention Plan for ICS Help at Home Expansion

Last Updated: 04/14/2026

Case Organization

Interfaith Community Services (ICS)

https://icstucson.org/

122 N. Craycroft Road, Tucson, AZ 85711, United States;

11-50

Case Contributors

Case Disciplines

Community Organization and Social Action Data Management Growth Strategy Market Research Marketing Operations Organizational Culture Public Administration Strategic Planning

Skills & Expertise

Benchmarking Best Practices Research Bilingual Communications Campaign Development Capacity Planning Channel Strategy Community Outreach CRM/Tool Evaluation Cultural Competency Demographic Analysis Digital Marketing Gap Analysis Geographic Mapping Impact Measurement Implementation Planning KPI Development Messaging Strategy Partnership Development Persona Development Process Optimization Program Design Recruitment Strategy Retention Strategy Roadmapping Segmentation Stakeholder Engagement Volunteer Data Analysis Volunteer Experience Design

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Background & Objective

The challenge or opportunity you are trying to address for the organization.

Interfaith Community Services (ICS) is one of Tucson’s largest and most trusted nonprofits, with a mission to help individuals and families achieve stability and independence. Among its core programs, Senior & Disability Services (“Help at Home”) enables older and disabled adults to live safely and independently at home through services like wellness calls, friendly visits, transportation, meal delivery, light yard work, and administrative assistance.While ICS has a strong volunteer base—many from its 120+ partner faith communities—volunteer availability is uneven across geographies and service types.
Learning Objectives

This is what students will learn as they complete the case.

This case challenges students to design a data-driven, community-centered strategy to expand and sustain a nonprofit volunteer workforce. It emphasizes the complexity of aligning volunteer supply with geographic, demographic, and program-specific demand—particularly in underserved communities. Students will engage in real-world nonprofit strategy, combining market research, stakeholder engagement, and operational planning to produce a scalable recruitment and retention model. The work reflects challenges faced by mission-driven organizations seeking to grow impact while maintaining strong community relationships. 
  •  Analyze volunteer data to identify geographic, demographic, and role-specific gaps in service delivery 
  •  Evaluate how current volunteer supply aligns with the needs of Spanish-speaking and South Side client populations 
  •  Assess best practices from peer organizations in recruiting and retaining diverse and bilingual volunteer cohorts 
  •  Develop a targeted recruitment strategy that leverages community partnerships, culturally relevant messaging, and new outreach channels 
  •  Design flexible volunteer engagement models (e.g., weekend shifts, micro-volunteering) to attract younger and more diverse participants 
  •  Recommend systems and tools to improve volunteer matching, onboarding, and ongoing engagement 
  •  Develop a phased implementation roadmap with measurable targets for volunteer growth and retention 
  •  Synthesize data insights, community input, and strategic recommendations into an actionable plan aligned with ICS’s mission and service expansion goals
Key Action Items

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Deliverable
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Milestone #2
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Milestone #3
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