Volunteer Policies and Practices
VOLUNTEER POLICIES AND PRACTICES
Home Health & Hospice Care strives to provide the highest quality care for patients, operate efficiently as an organization, serve the needs of the community and fulfill these needs in an ethical, legal, professional and sensitive manner. Some policies are needed to help us fulfill this mission. Generally accepted standards of proper behavior include being punctual, dressing appropriately, following through with assignments, demonstrating respect for patient/client, family, co workers and supervisor and being cooperative with others. Volunteers are representatives of HHHC in the communities in which we work and the public's perception of our agency is based on their experience with staff as well as volunteers.
Alcohol and Drug-Free Environment
Home Health & Hospice Care maintains an alcohol and drug free environment. The unlawful manufacture, distribution, dispensation, possession or use of a controlled substance while on Agency property or while on Agency business off premises is absolutely prohibited. Violations of this policy will have legal consequences.
Automobile Travel
Volunteers whose responsibilities include travel must provide their own transportation and liability insurance as a condition of volunteering. All employees and volunteers whether or not their primary responsibilities include driving, must provide documentation of personal automobile liability insurance coverage. The Agency carries supplemental automobile insurance to provide volunteers with coverage beyond the required personal coverage. Seat belts are to be worn at all times when on Agency business travel. When assigned by the Volunteer Manager, patients/clients may be transported by volunteers.
Business Relationships with Patient/Clients
Volunteers may not engage in any sort of business relationship with HHHC patients or their families. This includes, but is not limited to, selling cosmetics, cookies, raffle tickets and other fund raising projects. Volunteers may not work "privately" for a HHHC patient (or family member). A patient or patient family is defined as any person with whom the only contact has come via HHHC business.
Client Property
As representatives of HHHC, you should consider our client as having special status someone who deserves and is entitled to special attention. Please be careful about your manner of speech and show respect for their lifestyle and personal belongings. Never borrow, or take for personal use, any of the patient/client's personal property. Please do not use patient/client's home telephone for personal calls. Volunteers are expected to bring their own food and beverages if their visit occurs during a mealtime or they desire a snack.
Communication
There are many methods of communication at HHHC. Our employee/volunteer newsletter, Vital Signs, is published once every two months. Our external donor newsletter, The Human Touch, is published once a year. HHHC also maintains an Internet website at and a website for volunteers at Additional communication is accomplished via mail, email, and phone calls as needed.
Volunteer activity must be reported monthly or more frequently by all active volunteers. Phone calls or emails may be used as needed. The staff of HHHC will not give out volunteer addresses or telephone numbers. We encourage volunteers to use the agency phone number and give the Volunteer Manager’s number as the contact for families receiving volunteer services. Please contact the Volunteer Manager at least one time per month while assigned to a patient or family to update the team on your involvement.
Volunteer Meetings are held monthly (except during the summer). Additional education events are open to volunteers throughout the year. These meetings and events are shared regularly.
Confidentiality
Patient/client confidentiality is critical to all our work at HHHC and must be respected at all times. Patient/client information should never be casually or informally shared with anyone inside or outside HHHC. Patient/client records must be kept secured and locked unless being actively used by staff or a "home chart" has been instituted. Needed information should only be shared to:
- Ensure an effective and appropriate care plan is formulated, updated and carried out by the care team. This team is comprised of HHHC staff directly involved in the patient's care, including "on call" and supervisory staff, the patient's physician and may include outside providers.
- Ensure patient/client and staff safety. When there is a potential threat to the welfare of a patient/client, or others, or question of abuse, Agency policy and legal regulations will be followed.
- Ensure proper billing and reimbursement occurs.
- Ensure that the Agency's standards of quality and risk management are maintained.
Referral information outside the care team may only be made with the patient/client's prior written permission.
Criminal Background Checks
It is the policy of Home Health & Hospice Care to conduct criminal background checks on all new volunteers. Should a criminal background check reveal information that may put patients, clients, employees, or the Agency at risk, it is sufficient cause for immediate discharge from Agency service, whenever it is discovered.
Discussion of Personal Matters with Patient/Client
HHHC volunteers are expected to treat all our patients/clients and their families with respect and sensitivity. Certain behaviors are to be avoided in performing job responsibilities, including discussion of inappropriate personal matters, preaching, and/or trying to convert or impose your religious beliefs on others. Our Volunteer Manager welcomes calls to discuss any issues that may be identified during volunteer visits. Other members of the team can be accessed to support the patient/ family or the volunteer. Our Spiritual Care Coordinator welcomes referrals or can assist you in connecting the patient/client or family with a local church or religious organization.
Dress Code
In addition to a well-groomed appearance, volunteers are responsible for wearing appropriate clothing. Not allowed are: jeans, sweat pants, tight fitting clothing, shorts more than 2"-4" above the knees, tee shirts with logos of any kind on them. Visible body
piercings are not allowed, with the exception of pierced ears. In addition to a well groomed appearance and appropriate clothing, volunteers are responsible for discrete use of perfumes and jewelry. Office volunteers may wear jeans jeans and shorts not more than 2” – 4” above the knees. If you have any questions you should consult with your supervisor.
Gifts and Donations
Volunteers are not to accept gifts of money or goods from any patient/client or their family for your personal use. If some small token of appreciation is offered by the patient or family, please check directly with your supervisor for advice before accepting anything. Donations may be accepted in HHHC's name and a proper receipt given to the patient.
ID Badges
Identification badges will be provided to active patient care and administrative volunteers. Volunteers should wear these ID badges when first meeting a client in a home environment, and at all times in the Community Hospice House, nursing homes, hospitals, or other visit sites. Administrative volunteers should wear their ID badges at all times when volunteering in the agency’s administrative offices.
Inclement Weather
The decision to delay Agency visits and the opening of the offices will be made by
administrative staff. By 7:00 am, Storm delays will be announced on radio stations WZID 95.7 FM, WHOB 106.3 FM, WQLL 96.5 FM, WSMN 1590 AM, WGIR 610 AM, and WFEA 1370. Volunteers and clients are urged to check for periodic announcements of storm related delays. Please do not try to make visits if the weather puts you at risk. The patient/client and the Volunteer Manager support your good judgement and safety at all times.
Job Descriptions
The areas of volunteer responsibility are in your written job description. Volunteers are not to assume patient care tasks or make decisions outside of the scope of their authority. Your job description also acts as one set of criteria for your performance evaluation. You are encouraged to review the expectations of your assignments regularly and always ask your supervisor if you have questions about your area of responsibility.
Non Discrimination in Providing Services
Home Health & Hospice Care does not illegally discriminate against people in accepting or providing services because of race, creed, color, religion, sex, marital status, age, disability, national origin, sexual orientation, veteran status or diagnosis.
On Call Services
The Agency maintains a twenty-four hour on-call system via an answering service. There are both clinical and administrative staff available at all times. This system is to provide clinical and administrative support for staff and volunteers. The on-call system is accessed by calling the main agency telephone number 603-882-2941.
Open Positions/Job Postings
From time to time when there are job openings within the Agency, they will normally be posted on the agency bulletin boards. Volunteers who are interested in an open position should feel free to discuss such openings with the Director of HR or with their supervisor. The Agency may hire from outside the Agency without posting when the Agency determines it is in its best interests. Openings within the agency may be viewed online at
Patient/Client Related Commendations or Complaints
Home Health & Hospice Care encourages the communication of clients' positive and negative comments and complaints. A procedure for reviewing and responding to such communications has been established as part of our quality program. If you should learn of any complaint or commendation, discuss the occurrence with your supervisor at the earliest possible time.
Patient's Bill of Rights
Home Health & Hospice Care endorses a Patient's Bill of Rights and Responsibilities, which serves to guide our performance and relationship with the patients/clients we serve. The principles and purpose expressed in this written document are the basis of our mission and are essential guides for care giver and administrative personnel. Home Health & Hospice Care provides this Patient's Bill of Rights and Responsibilities to each patient/client and employee.
Patient Assignments
No client is denied services because of race, creed, color, religion, sex, marital status, age, disability, national origin, sexual orientation, veteran status or diagnosis. Volunteers are expected to provide services consistent with their job position, and experience.
Patients within a wide geographical area are serviced by HHHC. Assignments are made with an effort to minimize travel and promote continuity of patient care. All assignments are made by the Volunteer Manager/coordinator in agreement with the volunteer and may be changed at the discretion of either party.
Personnel Records
Maintenance of current and correct information regarding your records is very important. You should notify your supervisor in writing of any changes in address, telephone, etc. It is also your responsibility to provide copies of current documentation regarding license and auto insurance for your personnel file. Personnel files are maintained on all HHHC Patient Care Volunteers and Administrative Support Volunteers.
Performance Evaluation
Every volunteer who exceeds 20 hours of volunteer service in a calendar year will normally receive a written evaluation annually. Additional evaluations may be conducted as deemed appropriate by the Volunteer Manager.
Sexual Harassment
Sexual Harassment includes a wide range of behaviors, from the actual coercion of sexual relations to unwelcome offensive remarks, jokes, and innuendo as well as other sexually oriented statements. Sexual harassment may be direct or unintentional.
Sexual harassment is a violation of this agency’s policy and both state and federal law prohibit it. An individual who believes that he/she has been subjected to sexual harassment by a co-worker, patient/client, patient/client’s family or individual present while you are providing volunteer service, should report the incident to his/her immediate supervisor. The matter will be investigated and appropriate action will be taken.
Smoking Policy
In order to promote a smoke-free, healthful environment, smoking is prohibited in all Home Health & Hospice Care buildings. Home Health & Hospice Care volunteers are requested not to smoke in patient/client homes or at any time they are caring for patient/client.
Suggestion Box
HHHC is very interested in receiving suggestions from all staff and volunteers who have ideas on how to:
1)increase quality care
2)increase workplace safety
3)increase efficiency (working smarter rather than harder)
4)increase referrals
5)decrease expenses
Telephone, Voice Mail, E-Mail and Computer Usage Policy
All telephone, computer and electronic equipment, including hardware, software, and personal computers, are the property of HHHC. These systems are provided for business purposes, and volunteers should not use the systems for personal use and/or any offensive or unlawful purpose. HHHC reserves the right to monitor, access, change, delete, review, and/or retrieve any and all information stored or transmitted over the systems, including information which may have been deleted but still exists on such systems.
HHHC does not guarantee the privacy or security of any item stored in or transmitted over the systems, and the employee should not have any expectation of privacy with respect to any information transmitted over or stored in the systems.
We do recognize that from time to time volunteers may need to make personal calls. If these calls are long distance, volunteers should use their personal Calling Card or have the calls charged to their home telephone number. Volunteers are expected to reimburse the Agency for all non-work related long distance telephone calls. Reimbursement should be made to the agency accountant. Volunteers should not use patient/client phones for personal business.
Unusual Occurrence Reporting
An incident is defined as any event that is not consistent with routine Agency operations or the routine care of a patient and that causes, or has the potential to cause, injury, damage or loss of property. All such unusual occurrences are to be reported and documented immediately to the supervisor or the on-call nurse. Non-life- or health-threatening incidents that occur during an evening or night shift must be reported and documented by the next morning to a supervisor.
Volunteer Health
In an ongoing effort to protect patients, staff and volunteers from injury or infection, all new patient care and administrative volunteers must comply with agency policies on health screening and annual tuberculosis testing(mantoux method). A health form completed by the volunteer’s primary Physician must be completed and on file prior to accepting any patient care assignments. This form is provided by HH&HC and serves as verification that there are no pre-existing conditions that will limit or prevent normal volunteer activities. After the initial screening, volunteers will receive a yearly mantoux test unless medically contradicted. This test is offered by HH&HC or may be obtained at a private physician’s office. Proof of test results must be kept on file in the Volunteer office.
All new patient care volunteers must view the Universal Precautions video as part of their orientation and adhere to the recommendations in that video. Thereafter, all volunteers will be offered yearly education on infection control policy and procedure.
Volunteer Injury
Any personal accidents and injuries that occur during a patient/client visit, however minor, are to be reported to your supervisor immediately when possible, but at least within 24 hours, and an Injury Report completed.
Workplace Health and Safety
Safety is important to all of us. Volunteers should report actual or potential safety problems to their supervisor immediately, and conduct themselves in a way that promotes the safety of themselves, their peers and our patients/clients. The home environment must be such that safety for both client and volunteer/staff members can be reasonably assured. There may be instances in which you feel that your personal safety is at risk when making a visit to a patient/client home. If this occurs, do not proceed. Locate a safe telephone location and call the office immediately. If a non emergency question of safety arises during the home visit, call your supervisor for some discussion and/or direction as soon as possible. If an unsafe emergency situation develops, do not hesitate to call 911, or local police immediately.
Work Rules
Each volunteer is expected to meet the performance and conduct requirements of his or her volunteer position with Home Health & Hospice Care. Volunteers who, in the opinion of the Agency, fail to satisfy these requirements may be subject to verbal or written warnings or termination of volunteer assignments. The following areas, which are not all inclusive, are expressly described to guide volunteers in the recognition of certain behaviors, which are clearly prohibited. In each instance, appropriate action will be determined at the discretion of the Volunteer Manager/coordinator.