Thank you for bringing this up for discussion, Timothy!
Updating your manual will go a long way toward clarifying these issues.
Here are some thoughts which may be relevant to this topic:
When I'm helping division leaders understand why every contribution should be counted and acknowledged somehow, I focus on either the false economies in budgeting or the organization's exposure to risk. Sometimes, volunteers find these explanations helpful as well.
Not all museums can afford workers' compensation insurance for their volunteers. Still, most general liability policies require an articulation of who is allowed to be behind the scenes, to engage with the public, etc., and what protocols are in place for health and safety. (I have to update this with the insurance provider each year.) While individuals can be covered under the Good Samaritan law, the institution itself may still be liable.
Like your impromptu helpers, we have several emeritus staff who have generously taken retirement to make room for advancing younger staff. They're still passionate about our mission and often mentor new employees or provide historical context for current practices. In their minds, they're gifting us their time and talent. Walking the museum floor and wandering behind the scenes, I may bump into folx serving this way. I use this opportunity to invite them into telling the most accurate story about what it takes to make the museum function effectively.
Most, though chagrined, are willing to comply when I 'catch' them -- but I make it a celebration. If they still find it challenging to follow all the guidelines of the volunteer program, I talk to staff in their interest area to get a sense of their schedule and contribution, then record it on their behalf.
In terms of tools, Better Impact has a phone app that volunteers can download to record hours, which can simplify things. We use an ENVOY system to register volunteers on campus, which pings me when they log in - if I see them on the floor, I can enter their info myself. In general, Emeritus staff earn free access to the museum floor and programs; however, in their exit interview, HR will clarify the difference between general access and active participation in the museum's work, then refer them to me if they'd like to do more. I encourage a minimum 6-month hiatus before they re-engage as Emeritus volunteers. Happy to discuss further off-line if you wish.
All the best,
Deirdre
