MODULE 4. Volunteer Training, Supervision and Support

Transcription

1 MODULE 4 Volunteer Training, Supervision and Support Standard Statement J1.1 (formerly D7.1) 1 Volunteers in the Visiting Hospice Service receive appropriate screening prior to being matched with a service recipient*. The screening process includes a Police Vulnerable Sector Check (PVSC)*, interview, personal reference checks*, health screening* (if applicable), training, and post-training orientation. Standard Statement J2.1 (formerly D7.2) 4 Volunteers in the Visiting Hospice Service receive appropriate training prior to being matched with a service recipient. Standard Statement J3.1 (formerly D7.3) 5 Volunteers in the Visiting Hospice Service are thoroughly oriented to their role and its limitations. Standard Statement J4.1 (formerly D7.4) 7 Volunteers in the Visiting Hospice Service receive ongoing education, support and supervision relevant to their role.

2 SECTION J VOLUNTEER TRAINING, SUPERVISION AND SUPPORT (formerly D7) Standard J1 Volunteer Screening, Training and Support Standard Statement J1.1 (D7.1) Volunteers in the Visiting Hospice Service receive appropriate screening prior to being matched with a service recipient*. The screening process includes a Police Vulnerable Sector Check (PVSC)*, interview, personal reference checks*, health screening* (if applicable), training, and post-training orientation. a. Each volunteer must submit to a Police Vulnerable Sector Check*, which the volunteer must seek from the police service in whose jurisdiction the volunteer currently resides. Each Visiting Hospice Service will have policies and procedures with respect to Police Vulnerable Sector Checks* (this may include who is responsible for submitting the PVSC form to the police detachment, who is responsible for payment, how long the PVSC will be accepted for, how often the PVSC should be renewed, etc.). i. Policy on Police Vulnerable Sector Checks* (i.e. who is responsible for submitting the PVSC form to the police detachment, who is responsible for payment, how long the PVSC will be accepted for, how often the PVSC should be renewed, etc.). (Questionnaire) b. The organization has a written policy which identifies the categories of offences (federal or provincial), outstanding charges or convictions, which will disqualify the individual from serving as a volunteer, based on the identified occupational requirements of the position the volunteer is seeking. If the staff member (or senior volunteer) responsible for volunteer management and support is uncertain about the application of this policy, he or she will discuss its contents with the most senior staff person in the organization (or the board) who will make the final decision. c. The Visiting Hospice Service will document the results of the Police Vulnerable Sector Check* in the volunteer's personnel record. d. The VHS ensures that all volunteers complete a Police Vulnerable Sector Check* prior to being matched with a service recipient. It is recommended that this check be completed once every 3 years. Where this is not possible, it is recommended that each volunteer complete an Offence Declaration* in which the volunteer declares if 1 P age

3 Standard Statement J1.1 (D7.1) Volunteers in the Visiting Hospice Service receive appropriate screening prior to being matched with a service recipient*. The screening process includes a Police Vulnerable Sector Check (PVSC)*, interview, personal reference checks*, health screening* (if applicable), training, and post-training orientation. s/he has been convicted of any offences since the PVSC was last completed. This form should be completed annually. e. Volunteers will be interviewed by the staff member (or senior volunteer) responsible for volunteer management and support, ideally before training begins. For each volunteer, the interview will attempt to determine their: skills/qualifications, reasons for volunteering (motivation), expectations from assignment, availability, suitability for a specific position, and, commitment to the role f. A minimum of two Personal Reference Checks*, either by telephone or written, will be completed for each volunteer. g. Health screening* for tuberculosis (TB 2 step test), immunization status or other relevant blood work will be completed for all volunteers visiting in a hospital or longterm care environment, in accordance with the hospital or long-term care institution's policies. It is recommended that health screening is completed for all volunteers to enable them to move seamlessly between settings. This will allow a volunteer to continue to support a service recipient as their needs and location of care changes. ii. Policy on Health Screening* to ensure compliance with hospital or long-term care environments where your volunteers visit. (Questionnaire) h. Screening of volunteers for the Visiting Hospice Service should include observation during training program wherever possible. i. It is recommended that a post-training orientation take place for all volunteers when they have completed their training program, before volunteer assignment begins. This orientation will ensure the volunteer is prepared and 2 P age

4 Standard Statement J1.1 (D7.1) Volunteers in the Visiting Hospice Service receive appropriate screening prior to being matched with a service recipient*. The screening process includes a Police Vulnerable Sector Check (PVSC)*, interview, personal reference checks*, health screening* (if applicable), training, and post-training orientation. fully understands their role before their assignment begins. j. All above aspects of the screening process are documented in the volunteer's personnel record. iii. Volunteer record contains: evidence that PVSC has been completed, reviewed, and deemed acceptable (prior to volunteer being matched with a client). interview details and answers to questions. completed application form. two completed personal reference check forms. completed screening checklist copy of position description for volunteer s current role(s) (File Audit; Target 100%) iv. Sample Volunteer File including Offense Declaration* (if used), Interview form, personal reference check form, application form, screening & training checklist. (Questionnaire) 3 P age

5 Standard Statement J2.1 (D7.2) Volunteers in the Visiting Hospice Service receive appropriate training prior to being matched with a service recipient. a. Volunteers complete training that meets HPCO s Visiting Volunteer Training* requirements, or specialized hospice palliative care training that contains all the core concepts of HPCO s curriculum, prior to being matched with a service recipient. i. Process used to deliver training to volunteers (i.e. what modules are offered, how often training is made available, in what format it is delivered, who delivers the modules & where, who else is able to attend the modules, how training for long-term volunteers is managed, etc.) (Questionnaire) b. When specialty programs are in place (e.g. palliative support for children, bereavement support, disease specific services, or support for other vulnerable populations), the Visiting Hospice Service should ensure that appropriate training is delivered prior to volunteers being matched with a service recipient. c. All volunteers receive a training manual containing course materials and other relevant hospice information. d. The organization may liaise with other community agencies to provide training. ii. iii. iv. Volunteer records contain evidence that the volunteer has received training that meets HPCO's requirements* / # of files that demonstrate this. (File Audit; Target 100%) Volunteers report that the training they received adequately prepared them for their role. (Volunteer Experience Survey; Target 80%) Process used to train volunteers for any specialty programs offered. (Questionnaire) e. The volunteers have access to up to date resources within the organization or with the support of the organization. v. Process used to provide access to training materials and up-to-date resources for volunteers. (Questionnaire) f. Evaluation by volunteers of their training is utilized to improve future training sessions. g. The training process is documented in the volunteer s personnel record. 4 P age

6 Standard Statement J3.1 (D7.3) Volunteers in the Visiting Hospice Service are thoroughly oriented to their role and its limitations. a. The Visiting Hospice Service ensures that all volunteers are aware of any policies and procedures with respect to their role and its limitations. i. Process used to ensure volunteers are familiar with any policies and procedures with respect to their role and its limitations (i.e. how, when and by whom is this information shared with the volunteers). (Questionnaire) ii. Volunteers report that the Hospice made efforts to inform them of policies and procedures related to their volunteer role and its limitations in accordance with Standard D7.3 volunteers are not permitted to engage in controlled acts*. This includes dispensing medication, administering substances by injection or inhalation (i.e. oxygen), and putting an instrument, hand or finger into an artificial opening of the body (i.e. feeding tubes and/or suctioning). (Volunteer Experience Survey; Target 80%) b. Regardless of professional designation, volunteers in the Visiting Hospice Service will not engage in controlled acts * nor accept delegation of a controlled act* from a nurse, including: Prescribing, dispensing, selling or compounding a drug as defined in the Drug and Pharmacies Regulation Act Administering a substance by injection or inhalation (e.g. adjusting oxygen level, putting oxygen mask on/off the service recipient, turning oxygen machine on/off) Putting an instrument, hand or finger into an artificial opening in the body (e.g. suctioning, tube feeding (Regulated Health Professions Act, 1991, s. 27.(2)) iii. iv. Policy on volunteer scope of practice. (i.e. a policy that specifically prohibits volunteers from accepting delegation of controlled acts*. The policy must, at minimum, indicate that volunteers are not permitted to dispense medication, administer oxygen, or assist with feeding tubes and/or suctioning.) (Questionnaire) Process used to ensure volunteers adhere to volunteer scope of practice policy. (i.e. Describe how your organization monitors and evaluates a volunteer s performance in the client s home to ensure it is in compliance with their scope of practice. (Questionnaire) 5 P age

7 Standard Statement J3.1 (D7.3) Volunteers in the Visiting Hospice Service are thoroughly oriented to their role and its limitations. c. The Visiting Hospice Service has written policies and procedures about the volunteer role, and must specifically have policies addressing: Assistance with medical equipment and assistive devices (e.g. use of hoyer lifts) Provision of transportation to service recipients (who are able to enter/exit the vehicle on their own or with limited assistance) Identification, prevention and reduction of risk Response to emergency situations Response to abuse/harassment Acceptance of gifts/gratuities Communication between hospice and volunteer Reporting of unusual incidents* Conflict of interest Response to physical care needs (lifts, transfers, toileting, emptying urine bag) Response to unexpected change in service recipient s condition (including unexpected death of client) v. Table of Contents from volunteer management policy manual or a list of policies with respect to volunteer management including policy number and date approved. (Questionnaire) d. The Visiting Hospice Service will ensure that volunteers are properly trained as per HPCO training requirements so that if they engage in activities within their role where some risk is present; they will know how to do so in the safest way possible to minimize risk. Through HPCO s Visiting Volunteer training, the volunteer will learn how to assess the risk16 involved in various activities associated with their role. e. The Visiting Hospice Service will ensure that volunteers are properly trained as per HPCO training requirements so that if they engage in activities within their role where some risk is present; they will know the extent to which the organization s insurance covers them (if at all) for said activities. f. Volunteers are advised of any administrative requirements they must meet (e.g. submitting reports). g. The orientation process is documented in the volunteer s personnel record. 6 P age

8 Standard Statement J4.1 (D7.4) Volunteers in the Visiting Hospice Service receive ongoing education, support and supervision relevant to their role. a. The organization has written policies and procedures which address the support and ongoing supervision of volunteers, including: A designated staff member (or senior volunteer) being directly responsible for volunteer management and ongoing support/supervision of volunteers. Ongoing supervision includes, at a minimum, monthly contact with the volunteer. If the contact between volunteer and service recipient is sporadic (e.g. once a month or less), or if the volunteer is not assigned to a service recipient, then ongoing supervision is bimonthly. A designated staff (or experienced volunteer) being available to accompany a volunteer for any visit to a service recipient where the volunteer feels there is a need. The volunteers having access to appropriate support while on duty for the Visiting Hospice Service after regular office hours. This support may be offered from another organization. The volunteer is aware of how to access this support. The volunteers having access to regular support regarding their role with the Visiting Hospice Service. This includes one on one support with a designated staff or volunteer, volunteer support meetings and access to professionals related to the field of hospice palliative care as deemed necessary. i. Volunteers are satisfied with the support they receive from the VHS. (Volunteer Experience Survey; Target 80%) ii. There is evidence of monthly supervisory contact with active volunteers (assigned or available to be assigned) / # of files that demonstrate this. (File Audit; Target 90%) b. The volunteers education and skill levels are current and appropriate for their role (e.g. Universal Precautions, Infection Control, Harassment, Body Mechanics). c. The agency promotes and provides to the volunteers continuous educational opportunities. This includes offering refresher training for volunteers who have been in the role for more than a year. d. The Visiting Hospice Service has a mechanism for identifying new training needs of experienced volunteers and strives to meet those needs directly or indirectly iii. Process used to identify new training needs of experienced volunteers and how your Hospice attempts to meet those needs directly or indirectly. (Questionnaire) 7 P age

9 Standard Statement J4.1 (D7.4) Volunteers in the Visiting Hospice Service receive ongoing education, support and supervision relevant to their role. e. There is a system of continued monitoring and evaluation of each volunteer s ability to practice in their assumed role. f. Volunteers who are not actively assigned to a service recipient continue to receive support and are included in ongoing education opportunities. iv. Process used to monitor and evaluate each volunteer s ability to practice in their assumed role. (Questionnaire) 8 P age