This feature is available on the Pro Plan.
Why create an FAQ?
Answering the same questions repeatedly can take up a lot of time. Creating an FAQ page helps volunteers quickly understand how your program works and what's expected of them. It also answers the most common questions. This means they won’t need to email you or waste time asking, and you can focus on what matters—learning about their skills and interests and checking in on how they’re enjoying their volunteering experience. It’s a simple way to improve communication and save time.
Adding an FAQ page to your hub.
You can access the FAQ section by going to the Hub Editor and clicking the FAQ tab at the top to start editing. You’ll find a title and introductory text that you can modify. While this is optional, we recommend customizing these sections to give your organization a professional touch and provide helpful information for volunteers exploring this page.
Further down, you can find the first question field, which is ready for you to add content. Start by typing the question, then provide the answer in the paragraph below. Answers can be as brief or detailed as needed. Click the Add New Question button at the bottom right to add more questions. Highlighting text will reveal additional editing options, like adding links or bold text.
Ideas for adding answers to your FAQ.
It’s normal not to have a list of frequently asked questions ready. Don’t worry—the FAQ is something you can build over time. After your next interaction with a new or active volunteer, jot down any questions that come up. Even better, open up Timecounts' FAQ and add them right away. Don’t stress about getting the answers perfect at first—think of it as replying to an email, and it won’t feel so daunting.
You could even involve a volunteer in building out the FAQ—they’re the ones who know best what might be helpful! Start with a few questions that new volunteers often have, such as:
What can a new volunteer expect?
What are the time commitments or expectations?
How much notice is needed to cancel a volunteer commitment?
How do you accommodate volunteers with disabilities or physical limitations?
Publishing your FAQ.
When you’re ready to publish your FAQ content, click the Publish or Publish Changes button in the top right corner. The button will turn yellow whenever you make changes, so you’ll know when to update and publish again.
Reordering question blocks.
If you’d like to change the order of your questions, it’s easy to do. In the Hub Editor > FAQ page, click the drag icon in the top left of each question. Hold the icon and move the question up or down to your preferred position. Once you’re happy with the order, click Publish Changes.
Deleting question blocks.
If you don't need a question anymore, you can go to the Hub Editor > FAQ page to delete it. You can click the trash can icon in the top left corner of the question you'd like to remove. A popup will appear asking you to confirm the deletion, as it cannot be undone. Once confirmed, click Publish Changes to update your hub.
How volunteers will experience the FAQ.
Once you publish your Hub FAQ, click the Share button in the top right to get your hub's URL. The FAQ will appear as a dedicated tab across the top of your hub, and you can share the specific URL for this page if you need it. When volunteers view the page, each question will be highlighted with a color, and an arrow will indicate that they can expand the question to see the answer.
On mobile, volunteers will see a dedicated tab across the bottom of their phone.
Setting visibility permissions for your FAQ page.
Now that you've set up your FAQ page, it's time to decide who can view it and when. Go to the Hub Editor > Details and scroll to the FAQ section. Here, you'll find three options for displaying your FAQ:
Private to Directory Volunteers (default): This option keeps your FAQ hidden from the public and only visible to volunteers who have completed their onboarding. Volunteers will see the FAQ tab but must sign up to access the content.
Public: Choose this option to make your FAQ tab visible in your hub navigation, allowing everyone to view and read your FAQs.
No FAQ: If you’re not ready to launch the FAQ tab or don’t plan to use it, select this option to completely hide the tab from your hub.
Once you’ve made your selection, be sure to press Save at the bottom of the page to apply the changes.
What are FAQ opportunity boxes?
FAQ opportunity boxes are an additional feature you can enable to add a content box at the bottom of events or applications, directing volunteers to the FAQ if they need more information. To turn this on, go to the Hub Editor > Details page, select the Display FAQ box checkbox on opportunity pages, and press Save at the bottom of the page.
You will now see a box appear underneath your event or application page descriptions.
