My best advice on this would be to give them a final notice on these issues. It sounds like you have shared your expectations with them already, multiple times, and they continue to act however they want. With pet therapy in particular, it can seem more daunting because the dogs are so beloved. However, we would not allow that behavior from a paid team member so we can't allow it in a volunteer, no matter their role. I would share with them that they need to select a specific day/time to volunteer and unless they are called in for a special request on another day, they should not be there. I would also let them know that annual compliance is a requirement of all volunteers and any person who does not meet these requirements is no longer allowed to volunteer. Therefore, they have the option of becoming compliant and volunteering on a schedule, or not volunteering. If you have any written policies, or anything they have previously signed stating these requirements, you should share that with them as well. I had to let one of my most beloved pet therapy teams go a few years ago for similar issues. It was horrible in the moment but in the long run it has been so much better.
