Conflict is a normal, to-be-expected part of the volunteer engagement process. While conflict itself is not extraordinary, the management or mismanagement of conflict can have extraordinary impacts on staff and volunteer satisfaction, community well-being, and program success. In the UC Master Gardener Program, conflict can occur between volunteers, between volunteers and staff, and between volunteers and the public.

Submit your ideas or comments on the Conflict Resolution Feedback Survey.

UC ANR Policy Documents

• The UC ANR Volunteer Code of Conduct outlines the responsibilities, expectations, and rights of volunteers in the UC Master Gardener, UC 4-H Youth Development, and UC Master Food Preserver programs. UC Master Gardener Program volunteers sign the Code of Conduct annually as part of their reappointment process.
• The UC ANR Volunteer Conflict Resolution Manual was developed by 4-H, UC Master Food Preserver, and UC Master Gardener representatives to establish a shared process for managing and resolving conflict across all statewide volunteer programs. The most recent version, updated in 2021, includes information on UC ANR's partnership with the UC Davis Harassment Discrimination Assistance and Prevention Program (HDAPP).

Conflict Management Resources

The following resources are available to coordinators to help document and resolve volunteer conflict:

• Complaint Form — an optional tool for capturing information about an incident or issue.
• Complaint Action Worksheet — use this or a similar tool to collect and organize relevant evidence for legal purposes.
• Improvement Plan Worksheet — use this or a similar tool to organize, communicate, and document desired outcomes, actions, and timelines for resolving a complaint or conflict. Improvement plans may include coaching, training, mentoring, or a position change for a volunteer.
• Informal Corrective Action Agenda Outline — a guide for coordinators facilitating informal corrective action meetings to address minor infractions of the UC ANR Adult Volunteer Code of Conduct.

Additional DOJ and HDAPP Resources

• UC ANR Volunteer Barrier Offenses List — documents the offenses that disqualify a prospective volunteer from appointment.
• UC ANR Procedures — Volunteer's DOJ Report Indicates Arrest and/or Conviction — outlines the steps coordinators must follow when a DOJ report returns an arrest or conviction.
• UC Davis Harassment Discrimination Assistance and Prevention Program (HDAPP) — UC ANR's partner program for harassment and discrimination prevention and response.

Volunteer Conflict Resolution Webinar (Dec. 2024)

This 75-minute webinar for UC Master Gardener Program coordinators covers the four conflict types outlined in the UC ANR Volunteer Conflict Resolution Manual and the procedures for resolving each. The webinar concludes with a group discussion of six common and complex conflict scenarios. The webinar recording and conflict scenario materials are available on Box.

Questions? Contact

Marisa Coyne
Assistant Director, Volunteer and Community Engagement
macoyne@ucanr.edu

Katherine Uhde
Regional Operations Specialist, Region 1
kuhde@ucanr.edu

Kristian Salgado
Regional Operations Specialist, Region 2
kmsalgado@ucanr.edu