Volunteer Job Description / Performance Appraisal

Volunteer Job Description / Performance Appraisal

Position Title: Hospice of the CentralCoast Volunteer______

Name:

Department: Hospice Support Services______

Last Review: Review Period:

Type of Review: days  Annual  Other:

Position Summary: Reports to appropriate program coordinator. Provides psychosocial support to patients, caregivers and/or family members. Assists staff as needed. Provides necessary written documentation. Encouraged to attend volunteer support/education/supplemental training meetings. Must commit to four (4) hours per week for a minimum of one (1) year.

All Volunteers Are Required To:complete volunteer training/orientation and meet all core and specific competencies for the program(s) in which he/she is working.

Job-Specific Requirements:

Health Resource Library Volunteers provide information/referrals and support to clients using the library. Answer phone calls, greet visitors, and procure appropriate written, electronic or audiovisual materials for clients. Assist clients with wigs and head coverings, or other needs.
Transportation Program Volunteers provide transportation for patients with life-threatening illnesses to and from medical appointments. Must provide valid current driver’s license and evidence of automobile insurance.
Transitions Program Volunteers provide support to patientswith a prognosis of one (1) year or less who may be transitioning to a hospice program(in private homes or at skilled nursing facilities). May do errands, meal preparation, light housekeeping and provide transportation; may provide respite to caregivers.
Volunteer Chaplainsprovide spiritual support to hospice patients and Transitions clients. May also preside over memorial services, as requested.
Hospice Benefit Patient CareVolunteersprovide respite, companionship, safety and/or comfort watch (in private homes, skilled nursing facilities, residential care facilities, or at Westland House).
CHOMP/Terrace West and PMCS Volunteersprovide companionship and psychosocial support to inpatients on Terrace West and with Palliative Medicine Consult Service (PMCS) at CommunityHospital of the MontereyPeninsula.
Flower Program Volunteerspick up and deliver flower bouquets to patients, caregivers and/or potential bereavement clients/ survivors of hospice patients (in private homes, skilled nursing facilities, residential care facilities, or at Westland House).
Aromatherapy Volunteersprovide aromatherapy hand massage to patients (in private homes, skilled nursing facilities, residential care facilities, or at Westland House).
Volunteer Massage Therapistsprovide massage therapy to patients, families and/or caregivers (in private homes, skilled nursing facilities, residential care facilities, or at Westland House). Credentials required.
Bioenergetic Touch Therapies and Relaxation Skills Volunteers holding additional certification or license in a complementary therapy, such as Healing Touch or Reiki, or relaxation skills, such as meditation, guided imagery or hypnosis, provide services to patients, families and/or caregivers (in private homes, skilled nursing facilities, residential care facilities, or at Westland House). Credentials required.
Pet Therapy Volunteersprovide pet visits to hospice patients or Transitions clients (in private homes, skilled nursing facilities, residential care facilities, or at Westland House).
Vigiling Program Volunteerssit (vigil) with dying patients during the last 24-48 hours of life (in private homes, skilled nursing facilities, residential care facilities, Westland House, or at Community Hospital of the Monterey Peninsula).
Bereavement ServicesVolunteers provide follow-up care to the survivors of hospice patients by way of telephone contacts, one-on-one or group grief support; this service is also available to the community-at-large. The Bereavement Services Program also has clerical needs which are met by volunteers.
Bereavement Support Group Facilitatorsprovide grief support in a group setting with a co-facilitator. Active facilitator volunteers must attend monthly group facilitator/case review meetings.
Griefbusters Volunteers provide one-on-oneand/or group bereavement support for children, age four (4) to 18, grieving the loss of a loved one. Volunteers may meet children seeking support in private homes or in schools; special groups may be arranged at churches, youth centers, or any agreed upon meeting place.
Administrative Services Volunteers provide clerical assistance to staff as needed.Those assisting in the Transportation program schedule rides between patients and volunteers.
Westland House Greeters act as receptionists at Westland House, greeting and assisting all visitors. Volunteers deliver mail, flowers, newspapers or magazines to patients’ rooms, and provide tours of the facility, as requested.

General Instructions: The purpose of the appraisal is to promote two-way communication relative to the employee/

volunteer's job and job performance. It is intended to summarize demonstrated skills, abilities and performance in relation to the requirements of the position. This form is to be completed by the appraiser, discussed with the employee/volunteer and signed by both of them. An employee/volunteer's performance is considered satisfactory when they consistently meet all standards. When change in performance is indicated, the employee/volunteer is counseled which may include goal setting with follow-up as appropriate. In addition, a written comment or attached examples are required for ratings of exceed standards or change required.

Definitions of Ratings:

1Change RequiredPerformance is below standard.

2Meets StandardsPerformance fully and consistently meets requirements and standards.

3Exceeds StandardsPerformance frequently exceeds position requirements and standards showing that additional effort were expended to achieve results above expectation.

Ratings: 1 = Change Required
2 = Meets Standards
3 = Exceeds Standards
1 / 2 / 3 / Comments
(Required For Ratings of 1 or 3) / Coordinator
Initials
Standard 1: Communication/Customer Service
1.1.Adheres to confidentiality statement/policies.
1.2.Demonstrates appropriate communication with Hospital staff and customers.
1.3.Demonstrates positive and supportive customer service behaviors.
1.4.Identifies and notifies appropriate individual of problems and issues of customer dissatisfaction.
1.5. Demonstrates support of patient rights.
1.6.Reflects Community Hospital’s Mission, Vision, Guiding Principles, and People Values.
Standard 2: Organizational Support Behaviors
2.1.Follows Hospital/Department Policies and Procedures.
2.2.Works assigned shift as scheduled.
2.3.Verbalizes and/or demonstrates role in emergencies, fires and disasters.
2.4.Identifies and reports unsafe conditions/ occurrences to appropriate individual.
2.5.Demonstrates work practices in keeping with
Principles of proper body mechanics/ergonomics.
2.6.Follows Infection Control policies and procedures.
2.7. Demonstrates effective problem-solving skills.
2.8. Demonstrates safe and effective use of equipment.
2.9. Utilizes protective equipment as appropriate.
Standard 3: Personal & Professional Behavior
3.1.Adheres to Professional Appearance policy
3.2. Participates in, and utilizes information from volunteer in-service education for personal and program development.
3.3.Demonstrates ability to adjust to working environment.
3.4.Works with supervisor to prioritize work when indicated.
Standard 4: Core Competencies
4.1.Complies with all agency policies, standards and regulations.
4.2.Demonstrates personal readiness to do this work.
4.3.Exhibits punctuality and reliability.
4.4.Understands the limitations of the role of the volunteer in this capacity (as detailed in Scope of Responsibility)
4.5. Accepts supervision and direction from appropriate staff.
4.6.Accepts assignments from Hospice staff only; volunteers do not arrange services directly with patients/clients.
4.7. Demonstrates appropriate and professional behavior and communication with peers and program coordinator.
4.8.Reports to appropriate staff when concerns arise.
4.9. Reports any situation creating personal discomfort to appropriate coordinator who will take necessary actions and/or reassign the volunteer.
4.10.Reports status changes of the patient, caregiver and/or family members to appropriate staff within 24 hours.
4.11.Reports pain, suicidal ideation and/or safety threats to appropriate staff immediately.
4.12.Provides comfort and support for patients, family members and/or caregivers.
4.13.Demonstrates good listening skills.
4.14.Listens without judgment.
4.15.Exhibits an awareness of generational and cultural differences.
4.16.Displays a friendly and supportive attitude.
4.17.Maintains appropriate boundaries and personal privacy (e.g., not sharing personal phone numbers with patient/clients and/or families).
4.18.Demonstrates positive team behavior.
4.19.Provides information, referral, and/or materials needed by patient/client.
4.20.Attends ongoing meetings, trainings, workshops, and in-services.
4.21.Utilizes information from volunteer meetings and trainings for personal and program development
4.22.Completes all written documentation in a timely manner.
4.23.Advises staff of upcoming absences.
Standard 5: Specific Job Competencies
5.1.Demonstrates current knowledge required to perform the job.
5.2.Performs required skills specific to the position as outlined in the skills checklist below.
Health Resource Library Volunteers
Greets clients entering the library in a cordial and professional manner.
Displays knowledge about materials and services available through the Health Resource Library, CommunityHospital of the MontereyPeninsula, and in the community.
Assists clients in finding appropriate information.
Provides psychosocial support as needed.
Introduces and promotes all Hospice Support Services programs available to the community.
Answers telephone lines and public inquiries professionally and knowledgeably.
Assists clients in ImageCenter with selecting wigs, hats, scarves, etc.
Assists clients in checking out library materials.
Processes materials being returned to the library.
Maintains records of library clients.
Demonstrates willingness and ability to schedule drives for patients registered with the Transportation Program.
Demonstrates knowledge of library filing systems including the Dewey Decimal System.
Demonstrates knowledge of computer applications including Microsoft Word and Excel.
Demonstrates ability to meet deadlines by successfully completing clerical tasks as assigned.
Transportation Program Volunteers
Responds promptly to calls regarding scheduling.
Contacts the assigned client one (1) day before the appointment to confirm.
Picks up the client allowing sufficient time to reach scheduled appointment.
Waits for the duration of the client’s appointment and returns him/her to his/her home, if round-trip assignment.
Reports any unusual occurrences during a driving assignment (e.g., a client falls) to the Transportation desk immediately.
Provides emotional support to the clients, as needed.
Develops an awareness of resources available to support clients.
Supplies supervisor with current automobile insurance.
Transitions Program Volunteers
Understands the patient’s world and family dynamics when facing life-limiting illness.
Provides respite for caregiver and/or family.
Provides companionship for the patient.
Assists client/family with light household tasks/errands.
Provides service for special requests (e.g., transportation).
Volunteer Chaplains
Provides spiritual support within volunteer’s scope of responsibility.
Assesses needs and refers to chaplain/priest/rabbi as necessary.
Provides supportive interventions to include emotional support.
Demonstrates use of Life Review.
Offers calm and comforting contact.
Informs staff chaplain of interventions provided following each visit.
Reads spiritual/religious texts to and with patients and families in accordance with patient’s belief system.
Demonstrates support of patient/family’s spiritual beliefs.
Prays with patient/family.
Arranges for resources such as books on tape, inspirational music, and other congregation services or support.
Decides with staff chaplain when the volunteer chaplain will continue to see the patient/family and when staff chaplain will assume the responsibility.
Exhibits and understands basic Hospice philosophy of comfort care.
Demonstrates and understands the Hospice philosophy of not proselytizing.
Demonstrates and understands when pastoral interventions such as prayer, communion and other sacraments are needed.
Demonstrates an understanding of when referrals to communities of faith need to be made.
Attends quarterly debriefings/educational meetings.
Hospice Benefit Patient Care Volunteers
Understands the patient’s world and family dynamics when facing end-of-life issues.
Provides respite for caregiver and/or family.
Provides companionship for the patient.
Assists patient/family with light household tasks/errands.
Provides service for special requests (e.g. communication, reading, or writing).
CHOMP/Terrace West and PMCS Volunteers
Understands patient and family dynamics when facing life-limiting illness.
Provides companionship for the inpatient and/or family members.
Assists patient with communication, reading and writing.
Provides resources and materials as requested.
Flower Program Volunteers
Demonstrates willingness to work an extended shift (more than 2 hours).
Demonstrates willingness to transport flowers in his/her personal vehicle.
Demonstrates willingness and ability/ talent to arrange flowers attractively.
Demonstrates ability to effectively sort fresh flowers from decaying flowers.
Demonstrates ability to navigate well and find homes in a safe manner.
Exhibits gratitude and behaves professionally when picking up flowers.
Delivers flowers in an unobtrusive manner.
Presents as professional, sincere, and supportive.
Possesses the ability to knowledgably answer questions patients/families may ask.
Aromatherapy Volunteers
Informs the patient of aromatherapy application (i.e., gentle hand massage for 5 minutes on each hand).
Determines areas requiring caution (i.e., thin skin, bruises).
Supports patient’s arm with a pillow.
Employs appropriate (i.e., gentle) quality of touch.
Continues monitoring client comfort and satisfaction (i.e., Is this useful? Is this good?).
Adjusts pressure to accommodate client’s preferences.
Completes patient self-assessment pre/post treatment for pain, anxiety and peacefulness, or reports observed effect of treatment.
Concludes the session appropriately.
Volunteer Massage Therapists
Assesses patient needs and wants.
Determines areas requiring caution (i.e., ports, tumors, lesions, etc.).
Continues monitoring client comfort and satisfaction (i.e., Is work too deep? too fast? etc.).
Exercises appropriate movement of limbs.
Manipulates movement of limbs to apply ROM.
Employs appropriate quality of touch.
Uses touch to establish trust.
Adjusts pressure to accommodate client’s health issues and preferences.
Uses appropriate body positioning.
Provides proper bolstering of knees and ankles.
Supplies appropriate draping.
Uses appropriate modalities.
Completes patient self-assessment pre/post treatment for pain, anxiety and peacefulness, or reports observed effect of treatment.
Concludes therapy session appropriately (i.e., encouraging water intake, getting up slowly, etc.).
Provides HCC with a copy of credentials, certification or license for all massages provided to hospice patients.
Bioenergetic Touch Therapies and Relaxation Skills Volunteers
Washes hands, clears mind.
Grounds, centers and connects to client – body, mind and spirit.
Aligns self with energy of the work.
Assesses patient needs and wants.
Determines areas requiring caution (i.e., ports, tumors, lesions, etc.).
Establishes connection with client through touch, energy flow and/or words.
Continues monitoring client comfort and satisfaction.
Demonstrates knowledge of appropriate techniques.
Provides warmth (i.e., blankets).
Adjusts light/darkness for client comfort.
Adjusts room temperature.
Uses appropriate body positioning.
Provides proper bolstering of knees and ankles.
Creates safe environment with a secure, comfortable area for session.
Completes patient self-assessment pre/post treatment for pain, anxiety and peacefulness, or reports observed effect of treatment.
Concludes session appropriately for practitioner (i.e., grounding/disengaging from client).
Concludes session appropriately for client (i.e., encouraging water intake, getting up slowly, etc.).
Provides HCC with a copy of credentials, certification or license for all massages provided to hospice patients.
Pet Therapy Volunteers
Passes a Canine Good Citizen (CGC) test from the American Kennel Club (AKC).
Passes a test and assessment of temperament from Therapy Dogs International (TDI).
Is evaluated by the Infection Control coordinator for CommunityHospital of the MontereyPeninsula.
Provides friendly visits to patients/clients.
Maintains hygiene of pet in accordance with CHOMP policy.
Demonstrates professional practices and safe control over pet.
Provides HCC with a copy of pet therapy certification.
Vigiling Program Volunteers
Sits with patients who are in their final hours of life.
Provides consolation and support to family members/caregivers.
Demonstrates calm, compassionate nature.
Advocates for patient’s comfort.
Provides pertinent information to vigiling team members upon shift change.
Exhibits and understands basic Hospice philosophy of comfort care.
Accepts responsibility to carry vigiling cell phone for on-call weekends (vigiling captains only).
Bereavement Services Volunteers
Understands the grief process.
Exhibits awareness of the various theories of bereavement.
Possesses the ability to identify the following: grief as a complex, intense, multi-dimensional process; various tasks for the bereaved; and various spiritual interpretations of death and loss.
Understands family problems that might follow burial and determine responsibilities of the volunteer during the period following death.
Understands some of his/her own grief issues through experiential activities.
Demonstrates knowledge of various support services for the bereaved in the community.
Provides bereavement support one-on-one, in person or by telephone, under the supervision of the Bereavement Services coordinator.
Arranges appointment for a follow up visit, if needed.
Supplies information and offers placement in a bereavement support group.
Offers information/list of available community services.
Works closely with Bereavement Services coordinator to develop an appropriate Bereavement Plan of Care.
Recognizes and reports progress of survivor(s) according to Bereavement Plan of Care (BPOC) and notifies Bereavement Services coordinator within 24 hours.
Identifies potential or current issues impacting the survivor(s) and notifies Bereavement Services coordinator within 24 hours.
Bereavement Support Group Facilitators
Understands the grief process.
Exhibits awareness of the various theories of bereavement.
Possesses the ability to identify the following: grief as a complex, intense, multi-dimensional process; various tasks for the bereaved; and various spiritual interpretations of death and loss.
Understands family problems that might follow burial and determine responsibilities of the volunteer during the period following death.
Understands some of his/her own grief issues through experiential activities.
Interviews and reports status of prospective group members to Bereavement Coordinator.
Assesses the client’s emotional readiness to process his/her grief.
Validates the client’s experience and feelings.
Addresses the emotional content of the client’s words.
Reports progress of clients in support group to
Bereavement Coordinator.
Identifies potential or current issues impacting the individual client and/or group and notifies Bereavement Services coordinator within 24 hours.
Participates in development of topics and/or activities of bereavement support group.
Attends support/case management meetings.
Griefbusters Volunteers
Obtains signed consent form from parent/legal guardian to work with client.
Assists in the development of a support system for the client.
Works with Griefbusters Coordinator to develop appropriate Bereavement Plan of Care (BPOC).
Identifies and reports potential or current issues impacting the client to Griefbusters Coordinator within 24 hours.
Reports progress of clients in support group to Griefbusters Coordinator.
Assists in the development of a support system for client.
Makes referrals if necessary.
Administrative Services Volunteers
Demonstrates good telephone skills.
Possesses basic computer skills.
Assists staff with clerical projects.
Schedules rides for Transportation clients.
Provides information, referrals or materials requested by clients/patients.
Demonstrates ability to successfully complete requested administrative tasks in a timely manner.
Westland House Greeters
Greetsall visitors in a friendly and courteous manner.
Delivers mail, flowers, newspapers or magazines to patients’ rooms.
Gives tours of Westland House upon request.
Assists staff as needed, including providing support with clerical tasks.
Provides information, direction, support and assistance to visitors to Westland House.
Demonstrates positive and supportive customer service behaviors.
Works assigned shift as scheduled.
Employee/Volunteer’s Comments(Indicate what you believe to be your strengths, any suggestions for self-development and/or reaction to this review.):
THIS DOCUMENT IS NOT
Goals For Next Year:
A PERFORMANCE APPRAISAL
Confidentiality Statement:
State law and hospital policy dictate that patient information must be held as confidential. As a hospital employee/volunteer, I may have access to confidential financial, payroll, and/or patient information.
All employees/volunteers are expected to treat all such information in a respectful, professional, and confidential manner. Financial, payroll, and patient information should never be viewed or discussed with another for reasons of personal interest.
I understand and agree that, in the performance of my duties as an employee/volunteer of CommunityHospital of the MontereyPeninsula, I must hold in confidence all financial, payroll, and patient information, including even the presence of a patient in the hospital. I understand that any violation of the confidentiality of this information will result in disciplinary action, up to and including termination.
If applicable to my job functions, I may be given a password and procedures that allow me to electronically sign my entries in the patient record. I understand and agree that I may not divulge my password or other system security procedures to any person for any purpose. If applicable to my job function, I may be granted remote network access and/or internet access. I understand and agree to abide by Information Services policies 5.3. and 5.4. in my use of these tools.
I HAVE REVIEWED THIS JOB DESCRIPTION/PERFORMANCE APPRAISAL AND BEEN OFFERED A COPY
Employee/Volunteer’s Signature: ______Date: ______
Appraiser’s Signature: ______Date: ______
Title: ______
Manager/Director’s Signature: ______Date: ______

7/21/09 rev. KP