ALL IN Betting on Volunteer Success Through Team Integration Presented by Arlene Stepputat, MA Manager of Volunteer Services Visiting Nurse and Hospice Care Santa Barbara, CA CHAPCA 2014 Las Vegas
Learning Objectives Understand the Medicare Conditions of Participation for Volunteers Review an agency case study of volunteer use; see preexisting problems for volunteer success Understand several methods to better integrate volunteers into the overall agency Assess own agency use of volunteers Create an action plan with one step to be implemented upon return to own agency
Myths & Misinformation Volunteers will take the place of paid positions Volunteers are amateurs Volunteers can t be depended on to take care of my patients Volunteers should not perform hands on care for patients Volunteers can t be trusted to keep confidentiality Others?
Unrealistic Expectations Volunteers are available 24/7 just waiting to be called! Volunteers sit with patients so that family caregivers can return to full-time work. Volunteers can provide weekly lawn maintenance It s our job to educate all staff members on what volunteers are trained and available to do.
Assessing Your Program Volunteer Services in Your Hospice How many volunteers are in your agency? What % is to patients and families? What % are administrative and ancillary services? What % is fundraising? How well are volunteers integrated as members of your hospice team? What s working? What s one thing you could improve?
Core Awareness about Volunteers in Hospice [Part of the VNHC Monthly Education Series] Arlene, Sam and Suzette
CMS Volunteer Regulations Volunteers must provide 5% of administrative or direct patient care hours of the total patient care hours by paid staff VNHC volunteers provide 13% of hours; 104 volunteers / 85% in direct patient care Orientation and training consistent with hospice industry standards Hospice must document cost savings through use of volunteers Staff may be volunteers if they are not providing the same care they provide as paid staff
Becoming a Volunteer References Interview Medical clearance including TB Classroom Training and Testing Complete time sheets Specialty assignments: chaplain, music, Integrated Therapy, [pilot project: shopping]
Engaging your volunteer Referrals: when an assignment is made staff is notified and Assignment added to Allscripts Know your volunteer by name and face Collaborate and coordinate with your volunteer Staff must keep volunteer informed of changes in condition, death, discharge or transfer in a timely manner
Issues Volunteers are available! Can your patient use a volunteer? Volunteer competencies: any Team member can complete the brief evaluation form Report any concerns to the Volunteer Office
April is National Volunteer Month Ensure you are integrating your volunteer into your care team. Do something special for your volunteer this month!
MSW & Chaplain Volunteer Integration Hospice volunteers are integral members of the hospice team. However, they do not have the benefit of interacting with the hospice team to the fullest extent; therefore, it is important we maximize our communication and collaboration with them. To this end I would like to implement the following protocol. When a volunteer is assigned the MSW & Chaplain will: Reach out and collaborate with the volunteer by calling to introduce yourself Provide your contact information Encourage them to call or email you with any questions or concerns to enhance collaboration Provide additional background on patient, family dynamics etc. When appropriate, schedule joint visits with the volunteer to facilitate introductions between the volunteer and the patient. You are notified that your volunteer request has been filled when you receive a copy of your original request in the mailbox with the volunteer name, phone number and date assigned. In addition, the volunteer is added to the list of clinical assignments and their phone number is included as well if you are in the field.
MSW & Chaplain Volunteer Integration Cont. Periodic phone calls to the volunteers will be made if needed to: Discuss related questions from family Change in patient status or family no longer has a need Brainstorm re: care coordination Discuss specific support/legacy project work, etc. Solicit their input on what they are observing The MSW and Chaplain will also contact the volunteer immediately If a patient gets transferred to another facility Plans on leaving town for any given period of time And/or after a patient dies. This eliminates awkward visits and when death occurs allows a chance to see how the volunteer is responding to the death. It is also a chance to thank the volunteer for their service provided. If you plan PTO for more than one week, we request that you share the information so that a volunteer knows who to contact on the team. A primary goal of these interventions is to help our volunteers feel more connected and be better informed with the hospice team. They will no doubt appreciate it.
MSW & Chaplain Volunteer Integration Cont. Volunteers have been trained to send brief reports within 48 hours of patient contact or visit. These notes are then added in clinical notes by the volunteer department. This will alert you to actual visits and change in patient status that may be observed since most volunteers visit weekly. In addition, you are expected when contacting the family to ask pertinent questions regarding their satisfaction with the assigned volunteer. Ask question such as: Is the volunteer scheduling visits and arriving on time? Is the volunteer communicating regularly? Do they feel satisfied with the service provided by the volunteer? Supervisory Evaluations- Like all staff, CMS requires that volunteers be observed and evaluated on an annual basis. As a member of the team you may be asked to assist the volunteer department in providing an evaluation on a volunteer you are currently working with since there are more than 120 volunteers who need these annually. Volunteer department staff will also be conducting these and the one page evaluation form is quite simple to use.
MSW & Chaplain Volunteer Integration Cont. Veterans-usually once a weeka certificate is generated foreach patient admitted to hospice designated as a veteran in AllScriptswith the appropriate branch of service indicated. If you have a patient who is a veteran, please discuss the desire for a pinning ceremony and alert the Volunteer Department if one is requested as soon as is reasonable. E-mail is preferred. Then we will coordinate the pinning ceremony and alert you should you like to be present. If a certificate only is more appropriate, then please send an e-mail. We can then either give the certificate to you to present to the family or mail it if you prefer. If a patient dies after a short time on service, please know that we have a condolence letter and send the certificate to the DPOA or family member. Concerns-If there is ever a concern about a volunteer, either reported by a family member or something you experience; please immediately contact Arlene so that appropriate actions and interventions can be taken. Sam Leer/Arlene Stepputat 1/13/14
Rounding with Staff Members & Volunteers Build relationship ask about family, vacation, etc. What s going well for you? Is there a staff member/volunteer that I should recognize and thank for you? (Be prepared for negative too.) Do you have any suggestions for improvement of the volunteer program? Are there any processes or programs that could be better? Do you have what you need to work with volunteers/patients/staff? Hardwiring Excellence, Quint Studer, 2003, Studer Group, LLC.
For More Information Arlene Stepputat 805-690-6274 arlene.stepputat@vnhcsb.org NHPCO.org - volunteer management discussion group Arlene is a member of the NHPCO steering committee