Volunteer Management Maturity Matrix

Objectives of the Volunteer Management Maturity Matrix (VMM Matrix)

The VMM Matrix complements the Organisational Health Framework for Social Services (OHFSS) assessment, and is applicable for any agency that engages with volunteers (eg. Social Service Agencies (SSAs) and other charities/Non Profit Organisations (NPOs)). The VMM Matrix is a digital self-assessment tool which allows your agency to ascertain your strengths and gaps in VM practices, and receive recommendations to better strategically plan and deploy volunteers. The VMM Matrix will also provide your agency with sectoral benchmarks of the robustness of VM practices. The matrix uses a 4-level maturity model across 35 VM practices, under 7 areas of the Volunteer Management Framework.

With the VMM Matrix as a guiding tool for your agency:

  1. It will facilitate a more data-driven and holistic approach in strengthening your agency's VM capabilities to yield stronger volunteerism outcomes such as higher volunteer satisfaction and increase in regular volunteers.
  2. It will help your agency assess any gaps in VM practices and receive guidance to address the issues. This could include recommendations such as VM Clinics, Consultancy and local and international VM resources to address the identified gaps.
  3. It will allow your agency to benchmark the robustness of your volunteer management practices vis-à-vis the social service sector. This will help encourage and foster cross-sector learnings and sharing of best VM practices.

Information Kit: https://go.gov.sg/vmminformationkit
Likely Asked Questions (LAQs): https://go.gov.sg/vmmlaq
Video recording of VMM Matrix webinar on 8 December 2022: https://youtu.be/pEQmYWeXoxk
Slides shared during VMM Matrix webinar on 8 December 2022: https://go.gov.sg/vmmmatrixwebinarslides


Level 1 Level 2 Level 3 Level 4
Limited Developing Established Optimised
VM practice is
  • non-existent or practised inconsistently
  • practised consistently, but is not formally defined and documented
  • formally defined and documented
  • practised consistently
  • Staff are actively reminded/ informed to implement the practices
  • formally defined and documented
  • practised consistently
  • Staff are actively reminded/ informed to implement the practices
  • reviewed and improved consistently to achieve effective outcomes

The matrix does not directly measure and indicate the effectiveness of an agency's volunteer management practices, as different agencies would have different expectations in terms of their desired outcomes and effectiveness. Agency can find out the impact of your improved maturity by tracking improvements in relevant volunteer outcomes to further support your plans. For example, an agency who have improved their maturity in volunteer recruitment, may track whether more volunteers have been recruited than usual.


  • Step 1: Assigning a VM Lead - Your agency should assign a VM Lead (ie. VM staff or equivalent) to familiarise with the VMM Matrix by understanding the 35 practices listed.
  • Step 2: Select stakeholders and discuss current state of VM practices - The VM Lead should brief the Chief Executive Officer/Executive Director (CEO/ED) about the VMM Matrix.
    The VM Lead then identifies relevant internal stakeholders (eg. the programme staff and centre managers) to discuss how the 35 practices are conducted in the agency based on the four levels in the VMM Matrix.
  • Step 3: VM Lead completes the VMM Matrix.
  • Step 4: VM Lead receives the report and shares findings with the CEO/ED and other relevant stakeholders to discuss next steps

This tool should take approximately 20 minutes to complete.

* Where appropriate, we may share necessary data with other Government agencies, so as to improve the discharge of public functions, and to serve you in the most efficient and effective way unless such sharing is prohibited by law.