Volunteer Resources Time is a gift... give it to others.

Volunteer Resources Time is a gift... give it to others. CHEDOKE CHILDREN S GENERAL HENDERSON JURAVINSKI McMASTER

VOLUNTEER RESOURCES MANUAL CONTACTS Chedoke Hospital 905-521-2100 Coordinator ext. 77542 Email: annibale@hhsc.ca Receptionist ext. 77541 Fax: 905-521-7945 General Hospital 905-527-4322 Manager ext. 44837 Program Secretary ext. 44441 Coordinator ext. 46562 Email: hayes@hhsc.ca Fax: 905-527-8405 Henderson Hospital 905-527-4322 Coordinator ext. 42105 Email: delucliz@hhsc.ca Fax: 905-577-1406 Juravinski Cancer Centre Canadian Cancer Society 905-575-9220 Coordinator ext. 222 Email: Jmartin@Ontario.Cancer.ca Fax: 905-575-1475 McMaster Hospital 905-521-2100 Coordinators ext. 75338 or ext. 75349 Receptionist ext. 75339 Email: danielsde@hhsc.ca Fax: 905-577-8487 2

WELCOME You are now an integral part of Hamilton Health Science (HHS) where health professionals provide the very best of care to our patients and volunteers ensure their stay is a pleasant one. Your commitment to your community helps us to achieve our mission, which is to enhance the comfort of patients and their families at HHS through the efforts of volunteers. Coordinators of Volunteers at HHS, manage the activities of over 1200 volunteers, which equates to approximately 130,000 hours of giving annually. This achievement is not taken lightly. Volunteers are appreciated and acknowledged for their efforts on an ongoing basis. This booklet is for you to review prior to becoming a volunteer and may be used as a reference manual throughout your volunteer experience. We sincerely hope you enjoy your placement as an ambassador of HHS and share your volunteer experience with friends and family. The power of one ~ the value of many! 3

TABLE OF CONTENTS HHS Mission Vision Values............................5 Volunteer Resources Mission Vision Values...............6 Code of Ethics.....................................7 Guidelines........................................8 Dress Code.......................................9 Photo Identification Badge...........................10 Administration....................................11 Infection Control...................................12 Emergency Preparedness Codes.......................13 Reference Letters..................................14 Hamilton Health Sciences Volunteer Association..........15 Recognition......................................16 4

HAMILTON HEALTH SCIENCES MISSION To provide excellent health care for people and communities we serve and to advance health care through education and research. VISION Leaders in exemplary care, innovation and academic excellence. VALUES- BASED BEHAVIOURS Respect We treat every person with dignity and courtesy Caring We will act with concern for the well being of every person Innovation We will be creative and open to new ideas and opportunities Accountability We will create value and accept responsibility for our actions 5

VOLUNTEER RESOURCES MISSION To enhance the comfort of patients at HHS through the efforts of volunteers by: Recruiting and managing quality volunteers for clinical and service programs Creating a culture that values all volunteers and assists them in developing their potential to achieve the Volunteer Resources vision VISION Volunteer Resources will be a visible and valued integrated and innovative network of resources and ambassadors that support HHS and the community. Volunteer Resources honours the HHS values through: Respect Valuing the contribution of others Recognizing, appreciating and acknowledging others Caring Responding to others through effective two-way communication Innovation Sharing ideas achieving the Volunteer Resources mission Encouraging & supporting creativity Accountability Following through with commitments Taking responsibility for actions 6

VOLUNTEER CODE OF ETHICS Volunteers WILL: Perform duties outlined in the position description Conduct themselves in a professional manner while on hospital property Keep confidential any medical or personal information relating to patients and their family members Report any observed vandalism or breach of security Report any injury sustained while on duty Redirect a patient s request/concern/question to a staff person if unable to assist Observe safety precautions, adhere to fire regulations, and practice infection control measures as outlined by the hospital Have the option to refuse any task they are not comfortable performing Let good judgment be their guide! Volunteers WILL NOT: Replace paid staff Perform duties beyond their position description Give advice on a patient s condition or treatment Give any medical or physical care to patients Offer opinions on medical procedures or hospital staff Express personal, religious or political beliefs Accept monetary rewards or gifts from patients or families Assist staff with transfers from a bed, wheelchair, stretcher, etc. Sign or witness, any legal documentation without authorization Speak to the media on behalf of the organization without the approval of the Public Relations Department of Hamilton Health Sciences Come to the hospital if ill 7

GUIDELINES Volunteers are expected to conduct themselves in a friendly, courteous and professional manner. 1. No gum chewing, eating or drinking while on duty. 2. No smoking while on duty. If you are the legal age to smoke, you may do so in the designated areas providing the smoking laws are respected. 3. No personal phone calls are to be made unless a call is needed for a ride or emergency. 4. No authorized person(s) are to be brought into your assigned placement area. 5. All personal belongings are to be secured in lockers provided in the sign-in room or left at home. Hamilton Health Sciences is not responsible for lost or stolen property. 6. Notice of absence must be given to VR staff at least one day before your assigned shift. If there is a sudden emergency notify your Coordinator as soon as possible. 7. Any behaviour disturbing or offensive will not be tolerated and shall be subject to disciplinary action up to and including termination. 8. Theft and breach of confidentiality will result in termination. 9. Volunteers are expected to respect and comply with all VR policies, procedures and guidelines. 10. Hamilton Health Sciences is a Fragrance Restricted Environment. Due to the number of people with asthma or allergies, we request that you refrain from wearing any chemically scented products such as perfume or cologne. 8

DRESS CODE Patient s confidence can be affected by the appearance of those who are providing care; therefore, it is essential that personal grooming and appearance be appropriate while on duty. As a volunteer, you are required to present yourself in a professional manner. 1. Volunteer uniforms must be worn and be fully done up while on duty. 2. Volunteers forgetting their uniforms must report to their Coordinator to arrange for a temporary uniform. The uniform must be returned at the end of the shift. 3. All uniforms are to be worn with a top that has sleeves. 4. The Hamilton Health Sciences Volunteer Association (HHSVA) membership pin will be placed centre and above the Hospital Volunteer logo. All other pins are to be placed on a pin flap at a cost of $1.00. 5. While dress shorts and skirts are acceptable, short skirts and shorts are not permitted. 6. Neat and clean jeans are allowed, as long as they are not frayed, worn, torn, or cut off. 7. Quiet comfortable walking shoes are required. Closed toe shoes are preferred and wearing sandals is discouraged. Crocs are not acceptable 8. Jewelry should be kept to a minimum. 9. Hair that is shoulder-length or longer should be tied back and off the face especially when dealing with patient s food and drink. 10. Hats are not to be worn while on duty. 9

PHOTO IDENTIFICATION BADGE Volunteer identification is a crucial aspect of hospital security. Photo ID badges ensure that only authorized individuals have access to restricted areas and are visibly identified by staff, patients and visitors. Forgotten Badges Volunteers forgetting their ID badges must report to their Coordinator to arrange for a temporary ID badge. These temporary badges must be returned at the end of the shift. Lost Badges It is the responsibility of the volunteer to report a lost ID badge. Security will issue the volunteer a new ID badge at a minimal charge. Resignation/ Termination/LOA Upon resignation, termination, or leave of absence, you must return your volunteer ID badge to the Volunteer Resources office. The ID badge is the property of HHS and is required to be returned for security reasons. Enforcement It is the responsibility of the VR staff to ensure that all volunteers wear their ID badge and comply with the policy. Hospital personnel will question persons in authorized areas without ID badges. If an appropriate response is not provided, then security will be called. 10

ADMINISTRATION Sign In / Sign Out Volunteers are required to sign in at the beginning of each shift and sign out prior to leaving the hospital. This is required to record and track volunteer hours for recognition and to ensure the safety of the volunteers who are on site during their shift. Signing in and out for others is a breech of confidentiality. Lockers Lockers are provided for the volunteer s use during their shift and are located in the sign in area at VR office. Hamilton Health Sciences is not responsible for lost, stolen or damaged property. Change of Name / Address / Telephone / Education Information In an effort to maintain correct information, it is necessary to keep up-to-date contact information. Please inform your Coordinator of any changes to information that would impede effective communication. Leave of Absence A leave of absence of up to six (6) months can be arranged in consultation with your Coordinator. A volunteer will be temporarily scheduled in your absence to cover shifts. If a volunteer does not return within the six-month period, or contact the Volunteer Resources office to make further arrangements, the volunteer will be replaced. Resignation / Dismissal / Termination Failure to adhere to the volunteer guidelines, code of ethics or return from leave of absence could result in termination. The return of ID badge, parking passes, and HHSVA uniform is the responsibility of each volunteer. Failure to return the uniform will result in a charge of $23.00 - $26.00 as noted on the Volunteer Uniform Request agreement. Failure to return these items will also result in future references being denied. 11

Preventing Infection INFECTION CONTROL We ask that you participate in working together to prevent the spread of infection at HHS. Most infections are passed from one person to the other on the hands or gloves of hospital personnel i.e. the common cold. Please wash your hands with soap, water and friction for at least fifteen seconds (close taps with paper towel if available): 1. Before and after direct patient contact. 2. After visiting any washroom. 3. After touching your own secretions i.e.: blood, runny nose, sore red eyes, etc. Immediately report any of the following to your Coordinator or Employee Health Services. 1. Close prolonged contact with a known case of Chicken Pox (unless you already had Chicken Pox). 2. Diarrhea unless this is normal for you. 3. Open infected skin, cold sores or unidentified skin rash. As a general rule, if you think you may have an infection, please DO NOT come in unless you have checked with a medical practitioner first. Isolation Rooms You may have to attend to patients in isolation. Please follow the instructions on the isolation sign on the door. If you have any trouble reading or understanding these instructions, please ask at the nurses station before entering the room. Blood and Body Fluid Precautions Blood spills or spills of body fluids containing blood must be reported to the nursing staff immediately. Please do not touch another person s blood with any part of your body. Please remember to put an impermeable barrier between you and the blood i.e.: latex, vinyl or rubber gloves. If you get another person s blood in your eyes or mouth, or if you cut or jab yourself, please notify your Coordinator and Employee Health Services immediately. 12

EMERGENCY PREPAREDNESS CODES Code Title Action Red Fire If you smell smoke call 5555. If you see a fire be sure to pull the alarm. Blue White Cardiac or Respiratory Arrest Violent Person If you are the first person to see a problem, call 5555. Stay with the person and offer support. Help will come fast. Never go to observe; it is a breach of privacy. If you are in the area, go to a safe place to wait for the situation to be diffused. Never go towards the location called. Yellow Missing Patient Listen for description and then look in the rooms around you. Green Evacuation This is a serious situation at which time you will have to ask staff what to do. There may be things you can do to help, like escort patients out or wait with patients who have been removed from the area. Don t put yourself in danger. Never go to an area that is evacuating. Orange External Disaster Internal Chemical Spill See your Coordinator. Brown Listen to the location of the spill. Stay away from that location until an all clear has been announced. Black Bomb Threat Listen to the location, stay away from that location Purple Grey Hostage Situation Loss of essential services until an all clear has been announced. Listen to the location, stay away from the location until an all clear has been announced. See your Coordinator. 13

REFERENCE LETTERS Volunteer Resources is committed to career succession planning and supporting upward mobility to its volunteers. This policy is established to outline criteria for providing references to further our volunteers education, career development and to assist coordinators in identifying eligible candidates. 1. Reference letter for job opportunities or verification of OSSD requirements. Volunteers must be active, have completed a minimum of 50 hours of service and submit a request to the coordinator two weeks prior to the deadline. 2. Reference letters for Medical, Dental, OT, PT, Law School, Teacher s College Applications, Bursaries and Scholarships. Volunteers must be active, have completed a minimum of 100 hours of service, first provide a letter of intention, including personal accomplishments, strengths and weaknesses along with the reference request to the coordinator and not exceed two letters of reference per year. 3. Verbal or printed verification of volunteer registration, support and hourly commitment. Volunteers must be active and have completed a minimum of 50 hours of service. 14

HHS VOLUNTEER ASSOCIATION Hamilton Health Sciences has approximately 1300 volunteers managed through the VR Department. Once volunteers have completed 50 hours of service, they become members of the HHSVA. All members receive the HHSVA newsletter and are invited to the Annual General Meeting Banquet and Awards Presentation. Our Mission To support, enhance and advocate for HHS and its volunteers on behalf of patient care: We are the internal fundraiser within the HHS, allocating those funds for the benefit of patients To foster pride in volunteering, we recognize and communicate the activities and achievements of volunteers. The HHSVA operates over 30 retail businesses across HHS. These businesses include various gift, food and service retail outlets. All profits generated are donated to enhance the comfort of patients within HHS. The HHSVA is governed by it s own volunteer Board of Directors. The members of the Board bring a wide range of skills and perspectives to our organization through their wide-ranging community and employment experience. 15

RECOGNITION The Hamilton Health Sciences Volunteer Association provides volunteers with: An attractive, professional looking uniform. A complimentary beverage for each shift worked. A meal voucher for any shift of six hours or more on a given day. An invitation to members for the HHSVA s Annual General Meeting Banquet and Awards Presentation. Student Bursary applications must be completed and criteria met. A limited number are awarded annually. Funding for student volunteers to attend and represent HHS at the HAAO Conference each year. Discounts for volunteers at the HHSVA retail shops. Recognition and thank you treats during National Volunteer Week and the December Holiday Season. Hamilton Health Sciences provides volunteers with: Free parking References (at the discretion of the VR Coordinator) Funding for the HHSVA Annual General Meeting Banquet Other benefits available to staff on occasion 16