Member Services 
Survey respondents are asked to rate their satisfaction with their role with CFA, the way they are treated by CFA, their intentions to remain a CFA volunteer and their likelihood to recommend being a CFA volunteer to others.
The 2014 survey results across the four satisfaction questions are highly aligned to the 2013 results. 80% of respondents are satisfied with their role in CFA in 2013 and 2014, whilst there is a 2% shift in 2014 from ‘unsure’ to ‘dissatisfied’.
A 2% shift in 2014 from ‘dissatisfied’ to ‘satisfied’ has increased volunteer satisfaction with the way they are treated by CFA from 57% to 59%.
Satisfaction levels with the way volunteers’ rate their treatment by CFA shows the greatest improvement across all satisfaction measures – with a 5% increase in satisfaction from 2012 to 2014.
The ‘intention to continue my role with CFA’ results are identical for 2013 and 2014.
A 1% change in the 2013 and 2014 results for the satisfaction statement ‘I would recommend being a CFA volunteer to people I know’ sees the yes score increase to 81%.
As stated previously, the comparatively low satisfaction score with the way volunteers feel they are treated by CFA suggests that the greatest potential impact on future volunteer welfare and efficiency sits with CFA in the success or otherwise, of their partnerships with volunteer brigades.
In addition to the broader satisfaction questions, survey results against each statement for the past three years can be compiled to observe trends in active satisfaction and active dissatisfaction.
Survey results suggest that whilst volunteers continue to be most satisfied with the support and encouragement they receive at local brigade level, they remain actively dissatisfied with CFA’s performance in relation to consultation at a District, Regional and Corporate level.
Eleven survey statements scored satisfaction levels markedly higher than the rest of the survey. The same statements have also scored consistently higher for the past three years and in most cases, have shown an improvement in satisfaction levels over that time. These statements relate to the range of factors that contribute to a welcoming and rewarding local brigade environment, that is supportive of volunteers and operating well at a local brigade level.
One statement “volunteers are effectively consulted and involved in decision making at CFA Corporate level” scored dissatisfaction (37%) higher than satisfaction (21%) as well as achieving the lowest satisfaction rating. The same statement scores the second largest gap in survey results and demonstrates an ongoing need for improved consultation between volunteers and Corporate CFA.
Two other statements scored dissatisfaction levels just below satisfaction, consistently over the past three years.
Both statements also relate to CFA policies, practices and workforce arrangements that integrate volunteers and paid staff and the impact these have on volunteer consultation and cooperation.
These results suggest there is an ongoing need for improved effort by CFA to build an effective volunteer-based organisation, in which volunteers are supported by employees in a fully integrated manner.
Given this is a fundamental obligation of CFA as described in the CFA Act, this is an area warranting close attention.
