Annual CONFERENCE. Paperless Volunteer Office. Unique Hospice Programs in Wisconsin. Jamine Hamner

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Annual CONFERENCE June 13 14, 2013 THE HOLIDAY INN STEVENTS POINT, WISCONSIN Paperless Volunteer Office Jamine Hamner Volunteer Coordinator Saint Joseph Hospital, Saint Joseph East, and Saint Joseph

This annual event will provide healthcare volunteer resource professionals the opportunity to think differently about their role in the overall delivery of care and identify best practice from

Earn continuing professional education hours to maintain your CAVS designation.

WADVS membership fee is $50) Early Bird Registration (postmarked on or before May 13) $160 Registration (postmarked after May 13) $210 Non WADVS Members: (Individuals interested in registering for

Products, Trends, & Tradeshows) Unique Hospice Programs in Wisconsin Life is a Celebration Dinner Party Eating out with friends is a commonplace occurrence for most of us, but for hospice patients it

Creating memories for the patient and their loved ones that won t be forgotten. WINGS Nan and Gary Zastrow co founders of Roots and Wings, Ltd. created a non profit organization in 1993.

In 1993, the death of their son, Chad, and his fiancée, ten weeks later (both as a result of suicide), inspired them to create a ministry of hope.

Sweeney is on a mission to transform healthcare one caregiver at a time.

1 Annual CONFERENCE June 13 14, 2013 THE HOLIDAY INN STEVENTS POINT, WISCONSIN Paperless Volunteer Office Jamine Hamner Volunteer Coordinator Saint Joseph Hospital, Saint Joseph East, and Saint Joseph Jessamine Conference Lexington, Presenter KY Join us on the journey to credibility. This annual event will provide healthcare volunteer resource professionals the opportunity to think differently about their role in the overall delivery of care and identify best practice from leaders in the field. While enjoying a conference packed with valuable tools, you can connect with peers in the field, learn best practices, and network in a casual environment. Earn continuing professional education hours to maintain your CAVS designation. Registration Final Deadline: May 24, 2013 WADVS Members: (Need to be a registered member prior to registering for conference. WADVS membership fee is $50) Early Bird Registration (postmarked on or before May 13) $160 Registration (postmarked after May 13) $210 Non WADVS Members: (Individuals interested in registering for the conference only and are not current WADVS members) Check Us Out Registration $125 (Thursday only, includes lunch) Gift Shop Registration $50 (Boutique Look without the Boutique Prices and Shop: Products, Trends, & Tradeshows) Unique Hospice Programs in Wisconsin Life is a Celebration Dinner Party Eating out with friends is a commonplace occurrence for most of us, but for hospice patients it can be too tiring or perhaps even physically impossible to enjoy a dinner out. Lakeview Medical Center offers a catered dinner party through its Life is a Celebration Dinner Party Project. Creating memories for the patient and their loved ones that won t be forgotten. WINGS Nan and Gary Zastrow co founders of Roots and Wings, Ltd. created a non profit organization in They founded Wings as a way to heal their own grief and provide education and awareness for others going through the grief experience. In 1993, the death of their son, Chad, and his fiancée, ten weeks later (both as a result of suicide), inspired them to create a ministry of hope. With more than 30 years of healthcare experience, Colleen Sweeney, RN, BS, is a certified facilitator with the Tom Peters Company and member of the National Speakers Association. Sweeney is on a mission to transform healthcare one caregiver at a time. Although she holds a degree in nursing, business and a masters certification in project management, she still attributes most of her success to an earlier career in improvisational comedy. This experience taught her to build enthusiasm, think differently about the work she does, and pull audiences into the power of possibility within themselves. Jamine Hamner is the Volunteer Coordinator for Saint Joseph Hospital, Saint Joseph East and Saint Joseph Jessamine, in Lexington, KY, where she and her Program Assistant provide all aspects of volunteer management for 600 volunteers annually. In the eleven years Jamine has served at Saint Joseph, she has taken the volunteer office from a manual operation to a mostly automated and paperless volunteer Sweeney conducted a three year study about patient fears during hospitalization which makes her the nation s thought leader in truly patientcentered care. She found that getting inside the office. patient s head and having care providers grasp the effect of what is said and done to the patient is the key to patient compliance and loyalty. Knowing 96 percent of all patients have serious concerns or fears around the hospitalization that need to be addressed immediately has been transformational for both the patient and the staff. Jamine serves as Webmaster for her regional, state and local organizations. She is also a Kentucky State Commissioner for the Kentucky Commission for Community and Volunteer Service, and recently was commissioned as a Kentucky Colonel. Under Sweeney s leadership, Memorial Hospital and Health System in South Bend, Indiana was recently named among the top 100 hospitals in the nation and ranks in the top 10 percent for HCAHPS scores. Jamine holds the Bachelors of Business Management from the University of KY. Sweeney was featured at the 2011 AHVRP

Daily Agenda HCAHPS: Standing Out When It Matters Most Patrick Tiffany Patient Experience Officer ProHealth Care Since starting as a volunteer in the Emergency Department at Waukesha Memorial

Patrick received Six Sigma, lean, and Master Change Agent training through consulting engagements with General Electric.

leading initiatives to raise awareness of the emotional and spiritual needs of patients and caregivers.

HCAHPS is a term you will often hear in healthcare systems today. Based on the patient s perception of their care, HCAHPS impacts every hospital's bottom line.

2 Daily Agenda HCAHPS: Standing Out When It Matters Most Patrick Tiffany Patient Experience Officer ProHealth Care Since starting as a volunteer in the Emergency Department at Waukesha Memorial Hospital 20 years ago, he has enjoyed a wide variety of roles within the company. Patrick received Six Sigma, lean, and Master Change Agent training through consulting engagements with General Electric. As part of his current role, Patrick oversees the patient satisfaction strategic initiative and has been responsible for leading a variety of focused efforts on improving the overall quality of the patient experience. These efforts have included managing patient experience improvement efforts, coordinating the biannual Innovation Summit on the Patient Experience, overseeing the Patient Family Advisory Council, and leading initiatives to raise awareness of the emotional and spiritual needs of patients and caregivers. Patrick has a deep passion for the patient experience and is privileged to speak and work with executives, physicians, leaders and staff from all ProHealth Care services. HCAHPS is a term you will often hear in healthcare systems today. Based on the patient s perception of their care, HCAHPS impacts every hospital's bottom line. This presents every health system's volunteer leaders with a great opportunity to initiate innovative programs that impact outcomes. Patrick will provide attendees with a basic overview of HCAHPS, how it impacts organizations and what it means to volunteer leaders. He will lead the discussion and networking to identify ways that every person can influence the patient experience. Wednesday, June pm Strategic Planning Meeting 4 6pm Board of Directors Meeting Thursday, June 13 8am Registration & Refreshments 8:45am Welcome & AHVRP Update Joan Miller 9:15am Paperless Volunteer Office, Jamine Hamner 11:45am Lunch 12:30pm Volunteer Mentoring Program Joanne Johnson 2:00pm Breakout Session I, choice of: Round Table Discussion : Benchmarking & Reporting Transform your Gift Shop to a Boutique Look without the Boutique Prices Kathryn Pruitt Unique Hospice Projects: Life is a Celebration & WINGS 4:15pm Breakout Session II, choice of: Round Table Discussion: Recruitment & Retention Volgistics user group discussion Jamine Hamner Shop: Product, Trends, & Tradeshows 5:30pm Meet & Greet with WADVS President Tammy Behnke *Dinner on your own. Friday, June 14 7:00am 8:00am 9:30am 9:45am 11:00am 12:30pm Breakfast Annual Membership Meeting Website Update WHA Member Advocacy Jenny Boese Volunteer Partners President Sue Lynch Patient Satisfaction, Quality, and HCAPPS Patrick Tiffany Silent Auction, Door Prize Drawing, Evaluations

SHOP: PRODUCT, TRENDS & TRADESHOWS Transform Your Gift Shop to a Boutique Look Without Boutique Prices Presented by Kathryne Pruitt, MHA, MBA, CAVS Kathryne Pruitt is currently the Manager of

Previously she was the Manager of Volunteer Services and Lifebranch, where she managed over 240 volunteers between the two hospitals, the gift shop and social media.

3 SHOP: PRODUCT, TRENDS & TRADESHOWS Transform Your Gift Shop to a Boutique Look Without Boutique Prices Presented by Kathryne Pruitt, MHA, MBA, CAVS Kathryne Pruitt is currently the Manager of Marketing, Web, Social Media and Lifebranch Gift Shop for St. Luke s The Woodlands Hospital and St. Luke s Lakeside Hospital in The Woodlands, Texas. Previously she was the Manager of Volunteer Services and Lifebranch, where she managed over 240 volunteers between the two hospitals, the gift shop and social media. In her new role she does the marketing for six major service lines, updates and revisions to the websites of both hospitals, and all social media for both hospitals, in addition to managing the daily operations of Lifebranch Gift Shop. Kathryne received her Bachelors of Science from Baylor University and both her Masters of Healthcare Administration and Masters of Business Administration from Texas Woman s University. She served on the 2012 AHVRP Conference Planning Committee and has previously served on the Texas Association, Directors of Volunteer Services (TADVS) Board of Directors as Historian, Communications Chairman and Education Chairman. She presented on Community Development at the 2010 TADVS Educational Conference and at the 2011 AHVRP Conference, at the 2012 AHVRP Conference on Transforming your gift Shop to a Boutique Look and How to Use Market, as well as a Webinar for AHVRP on the Challenges of Wearing a Dual Hat. She currently holds her CAVS designation. Gift Shop Buying Tips & Tricks Volunteer Mentor Program Discover tools and ideas to assist in retaining new volunteers. This 2009 WAVE (WI Award for Volunteer Excellence) Award winning program is presented by Joanne Johnson; Director of Volunteer Services at St. Mary s Hospital, Madison. Joanne has worked at St. Mary s for over 40 years. Her most recent work experience includes Public Relations & Marketing and St. Mary s Foundation where she worked closely with volunteers. You will walk away from this presentation with the tools and information needed to implement your own mentoring program and increase your retention rate. Presented by Sarah Jones, retail relations specialist Sponsored by GIFT+HOME at Las Vegas Market. Hospital gift shops are evolving rapidly: is yours ahead of the curve? It all starts with product. Come check what products are strong sellers in other hospital gift shops. See workable trends that will excite your customers. Get inspired by styles that will boost your profitability. From personal care to fashion accessories, inspirational to gourmet is your store stocked? Also learn how to shop a tradeshow most productively. Join us: become the go to shop in your community! ENTER TO WIN a free trip to next GIFT+HOME at Las Vegas Market, July 29 August 2, 2013! Simply enter your business card with SJones@IMCenters.com for your chance to win. Entries are limited to Managers/Buyers for gift shops. One recipient selected to win. Drawing held June 17, 2013; entries must be received by June 14, No purchase necessary, void where prohibited. Odds depend on number of entries. Rules available on request. Must be redeemed between Sunday, July 28 Saturday, August 3, Retail value = round trip airfare from your city + 3 nights hotel + tax.

2013 WADVS Scholarships Round Table Discussions Benchmarking & Reporting facilitated by Tammy Behnke Now more than ever, healthcare leaders are utilizing benchmarks and reports to determine the

This session will facilitate a discussion on current benchmarks based on existing data, flaws in the collection process and methods to correctly interpret the data.

opportunities for improvement on their data collection and reporting processes. Recruitment & Retention facilitated by Kerry Burmeister.

Forty five (45) CPE hours are required for CAVS Certification through AHVRP. CONFERENCE FEE Your conference fee includes all classes, breakfast and lunch June 13 th and breakfast on June 14th.

4 2013 WADVS Scholarships Round Table Discussions Benchmarking & Reporting facilitated by Tammy Behnke Now more than ever, healthcare leaders are utilizing benchmarks and reports to determine the impact of a volunteer program on organization goals. Important decisions are being based on the information provided by these mechanisms. This session will facilitate a discussion on current benchmarks based on existing data, flaws in the collection process and methods to correctly interpret the data. Attendees will review actual reports and data collection tools to identify if and how the results demonstrate impact that is meaningful in the healthcare industry today, as well as discuss opportunities for improvement on their data collection and reporting processes. Recruitment & Retention facilitated by Kerry Burmeister. CONTINUING PROFESSIONAL EDUCATION (CPE) Attendees will receive 7 CPE hours for attending this conference on Thursday, and 8.5 for attending both days. Forty five (45) CPE hours are required for CAVS Certification through AHVRP. CONFERENCE FEE Your conference fee includes all classes, breakfast and lunch June 13 th and breakfast on June 14th. Checks should be made payable to WADVS, and mailed to: Tasha Beestman, Aspirus Wausau Hospital, Volunteer Services, 333 Pine Ridge Blvd, Wausau, WI Contact her by phone at or natasha.beestman@aspirus.org. Registration deadline is May 24, ACCOMMODATIONS We have a block of rooms available at the Holiday Inn Stevens Point - Convention Center hotel. Individuals must make their own reservations. 1.) Call directly to the Holiday Inn Convention Center Hotel at or the Holiday Inn Express at ) Call HOLIDAY. Reference the group block code below. 3.) Visit the Holiday Inn Website Enter the arrival and departure dates in the appropriate fields. On the left hand side of the screen, in the area where your arrival and departure dates appear, there will be a box that "Group Code". Enter the three letter block code below and search availability. WADVS is pleased to offer up to five (5) $250 scholarships to be used to off-set the cost of: Annual WADVS State Conference registration and/or one-night s lodging; or Association for Healthcare Volunteer Resources Professionals (AHVRP) National Conference attendance; or CAVS (Certified Administrator of Volunteer Services) certification cost through AHVRP. Cannot apply toward cost of re-certification. Each scholarship is valued at $250 to help offset continuing education and certification costs for those facing financial needs. Applications can be found online at Applications will be reviewed and the selection committee will notify winners by April 26, Application deadline is April 17, This year s theme is The block code is: WAD. The room block and group rate will expire on May 13, Single, $94, Double $99 Silent Auction Proceeds from our silent auction support WADVS. If you are willing to donate an item, please let us know. Wear your denim and bring your bling.

5 WADVS 2013 Annual Conference Registration June Stevens Point, WI REGISTRATION DEADLINE May 24, 2013 Name: Title: Organization: Address: City: State: Zip: Telephone: If you are a member of WADVS, which region? Northwest Northeast Southwest Southeast Are you a first-time conference attendee? Yes No Were you a new Member of WADVS in 2013? Yes No Are you CAVS Certified? Yes No Will you be bringing an item for the Silent Auction? Yes No Please indicate any special dietary needs. WADVS Members: (Need to be a registered member prior to registering for conference. WADVS membership fee is $50) Early Bird Registration (postmarked on or before May 13) $160 Registration (postmarked after May 13) $210 Non WADVS Members: Check Us Out Registration $125 (Thursday only, includes lunch) Gift Shop Registration $50 (Boutique Look without the Boutique Prices and Shop: Products, Trends, & Tradeshows) *Non-members interested in attending both days of the conference, please contact us for pricing.

6 Thursday Breakout Sessions Breakout Session I Round Table Discussion : Benchmarking & Reporting Boutique Look without the Boutique Prices Unique Hospice Projects: Life is a Celebration and WINGS Breakout Session II Round Table Discussion: Recruitment & Retention Volgistics: Jamine Hamner Shop: Products, Trends, & Tradeshows CONFERENCE REGISTRATION DEADLINE AND FEES Registration Final Deadline: May 23, 2013 PLEASE ENCLOSE REGISTRATION FORM WITH CHECK PAYABLE TO: Wisconsin Association of Directors of Volunteer Services (WADVS) Mail Conference Registration to: Tasha Beestman Aspirus Wausau Hospital, Volunteer Department 333 Pine Ridge Blvd Wausau, WI , natasha.beestman@aspirus.org, *** We are unable to refund for cancellations received after June 6 th ***

Exhibiting at the 97th Annual WIAWWA Conference in September in Madison

TO: WIAWWA Conference Exhibitors DATE: March 2018 SUBJECT: Exhibiting at the 97th Annual WIAWWA Conference in September in Madison For nearly a century, the Wisconsin Section of American Water Works Association