2024 Winner - Bathurst Meals on Wheels

2024 Meals on Wheels NSW Innovation Awards

Bathurst Meals on Wheels Volunteer Loyalty ProgramThe Volunteer Loyalty Program was designed to not only enhance volunteer retention and acknowledge their contributions but also to give volunteers the opportunity to taste the meals and desserts they proudly deliver to clients. The program ensures that volunteers are aware of the exceptional quality and nutritional value of the food provided to clients, reinforcing their sense of pride in the service.

This initiative was planned in response to volunteer feedback and with the intent of fostering a deeper connection between volunteers and the service. The program offers a free dessert or soup after five volunteer sessions and a full meal after ten sessions, allowing volunteers to enjoy the same nutritious meals that clients receive. Additionally, a Volunteer Discounted Menu was introduced last year, providing volunteers with access to healthy, prepared meals at a reduced cost. Given that many volunteers are older, this program ensures they too benefit from the nutritious options available, just like the clients they serve.

The program was inspired by the need to provide more frequent recognition for volunteers and to ensure they could personally vouch for the quality of the meals they deliver. It also addresses the practical benefit of offering nutritious meals to the volunteers themselves, aligning with Bathurst Meals on Wheels’ commitment to community health and well-being. The program was launched during Volunteer Week, adding significance to its introduction.

Outcomes of the Project
The Volunteer Loyalty Program improved volunteer retention and satisfaction and volunteers appreciate both the recognition and the opportunity to enjoy the meals they deliver.

Beyond its primary goals, the program has strengthened the sense of community among volunteers, contributing to a more engaged and committed volunteer base. It also indirectly promoted the service to potential new volunteers who are drawn to the tangible rewards and sense of belonging within the organisation.

The program has established a foundation for sustained volunteer engagement, ensuring Bathurst Meals on Wheels can continue delivering high-quality services. Additionally, by providing volunteers with access to nutritious and convenient meals, both through the Volunteer Loyalty Program and the Volunteer Discounted Menu, the initiative supports their health and well-being. The Loyalty Program offers volunteers free meals or desserts as a reward, while the Discounted Menu provides ongoing access to these healthy options at a reduced cost. This dual approach is particularly beneficial given the older age demographic of the volunteer base.