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7.2.1 Identity (as perceived by parents) ........................................................................ 128
7.2.2 Skills & knowledge ............................................................................................... 131
7.2.3 Roles ..................................................................................................................... 133
7.2.4 Availability ............................................................................................................ 137
7.2.5 Costs ..................................................................................................................... 138
7.2.6 Summary of the Complementary Strengths of Paid and Volunteer Visitors ....... 139
7.3 GREATER ACCESSIBILITY AND APPEAL TO A BROAD RANGE OF FAMILIES ...................... 139
7.4 INCREASED CAPACITY TO RESPOND TO EMERGENT NEEDS OF FAMILIES ....................... 141
7.4.1 Greater Ability to Tailor Support to Each Family’s Unique Needs ....................... 141
7.4.2 Families Were Supported by a Whole Program, Not by a Single Visitor ............. 143
7.4.3 Complementary Roles Provided More Comprehensive Services ........................ 145
7.5 INCREASED COST-EFFECTIVENESS ................................................................................... 146
7.5.1 The Cost-Effectiveness of Volunteer Visitors ....................................................... 146
7.5.2 The Cost-Effectiveness of Professional Visitors in the Non-Profit Sector ............ 147
7.5.3 High-Calibre Volunteers ....................................................................................... 147
7.5.4 Increased Volunteer Satisfaction and Retention ................................................. 148
7.5.5 Value-Added: “The Volunteers Are Benefitting as Well as the Parents” ............ 149
7.6 ENHANCED PROGRAM QUALITY, CONSISTENCY, AND COHESIVENESS ........................... 150
7.6.1 Ensured that Staff Were ‘In Touch’ With the Core Work of the Program ........... 151
7.6.2 Orientated New Staff to the Role and the Program ............................................ 152
7.6.3 Staff Used Their Learnings from Visits to Improve the Program ......................... 152
7.6.4 Strengthened the Program Philosophy and Structure ......................................... 153
7.6.5 Created a Stronger Volunteer-Staff Team ........................................................... 153
7.6.6 Allowed Staff to Maintain a Broad Range of Home Visiting Skills ....................... 154
7.6.7 Summary .............................................................................................................. 155
7.7 ENHANCED ABILITY TO SERVE FAMILIES WITH MORE COMPLEX ISSUES ........................ 156
7.7.1 Staff Helped Volunteers to Successfully Work with Vulnerable Families ............ 156
7.7.2 Staff Availability Reduced Barriers for Vulnerable Families ................................ 157
7.7.3 Together, Volunteers and Staff Triaged Families into Needed Services .............. 158
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