FRONT DESK VOLUNTEER TRAINING Presentation Date: June 30,2014

Welcome Thank you for coming

Front Desk Volunteer Training • Getting to know your job duties • Familiarizing yourself with your environment • Communicating with staff and co-volunteers

Job Duties

Front Desk Volunteer Job Duties • The job you perform is in and of itself one of the most important to the smooth operation of our facility. • If staff request you perform functions (outlined in subsequent slides) other than the one you are serving in, you may decline any request and politely inform staff that you are only available to greet the guests coming into our facility. • Please graciously inform staff they may contact the volunteer coordinator with their request. If I am not available, they have a phone list of volunteers who can perform a particular duty in the Volunteer binder in the Nurse’s station. They just have to contact locate the binder and phone these volunteers to inquire if they can come in.

Front Desk Volunteer Job Duties • • • • • • • • • • •

Greet Guests Entering our Facility Introduce New Guests to Hospice House Staff Give Tours of our Facility Assist Guests with Locating Memorial Brick Contact Community Staff Receive Prayer Shawls Receive Financial Donations Pick up Medications at Mercy Medical Center Deliver Laboratory Specimens to MMC Picking up Supplies at MMC Review shift schedules for the proceeding month

Greeting Guests • When guests come into the facility look up from what you are doing. If speaking to someone, please excuse yourself and address the guest. • As they approach greet with a smile. • Express greeting such as, “Hello, how can I help you?” • If they have a family member who is a patient in our facility and have not been here before, please take guests to the nurse’s station and introduce them to staff. If no one is at the desk, please wait until a staff person arrives. Inform staff this is their first time at the facility. • Do not take guests directly to the pt. room. The patient may have passed or staff may be bathing the patient. To protect both patient privacy and the emotional experience of the family, this is important.

Giving Tours Of Our Facility • Guests to our facility may be offered a tour to become familiarized with the amenities we have. This tour should include the nurse’s station, community kitchen and pantry, dining area, TV lounges and children’s areas.

Tours of Facility: Family Pantry • The Family pantry is stocked with donated food. The food is available to families with a patient in our facility. If someone comes into our facility wishing to donate food, please contact volunteer coordinator at ext. 6628 or secretaries at ext. 6496. We want to ensure that donation information is forwarded to the Mercy Foundation so they may receive a donation letter of thanks.

Tours of the Facility: Family Kitchen • On most Tuesday and Thursday evenings local church volunteers often prepare a hot potluck style meal that is available for the evening meal. • On Saturday, church volunteers often bring bars or cookies for families to share during the day. • If food is left over, either donated or brought in by a family, there are labels and sharpie pens on the counter to the right of the refrigerator. We asked that food placed into the refrigerator be dated and name specific if appropriate.

Locating a Memorial Brick • The Mercy Foundation sometimes receives donations of an amount which allows for the designation of a memorial brick on our facility. • About twice a year, bricks are engraved in the interior courtyard and walking path. • A binder, titled “Memorial Bricks” may be found in the bottom left hand side of the front desk. This book is updated twice a year. If a name is not found in the book, please call ext. 6496 to make and inquiry for the family. They will instruct you as to how to proceed. • A Memorial Brick podium with Location binder will soon be installed to the left of the front desk volunteer.

Receiving Prayer Shawls • • •

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At unannounced times people may bring in a bundle of prayer shawls. Please have the donor fill out a Prayer Shawl donation form in the letter holder on your desk. All sections of the form should be completed. While they are filling out the form please phone Ext. 6628 to inform the volunteer coordinator a donation has been received. If she is not available, gratefully accept the prayer shawls and donation form. After inspection of the shawls, they may be placed in the library base cupboards next to the sliding door entry. If there is concern about the condition of the prayer shawls please phone ext. 6496 and request office staff allow you to put them on the volunteer coordinators desk with the copy of the donor form. If the prayer shawls are satisfactory place the shawls in the lower base cabinets at the entrance into the library and place the donation form in the Donation drop box outside the Community office door. At anytime during your shift you may straighten shawls if it is needed.

Receiving Donations • During your shift a visitor may bring in a monetary donation. • Please present them with a donation envelope located in the letter holder on your desk. • Gratefully accept the donation and escort the donor to the Donation drop box located outside the community office door and insert. • If the donor has additional questions please phone ext. #6496 and present questions to staff.

Optional Front Desk Volunteer Jobs • Pick up Medications at Mercy Medical Center • Deliver Laboratory Specimens to Mercy Care Clinic on Blairsferry Road or to MMC. • Picking up Supplies at MMC • Review shift schedules for the proceeding month

Picking up Medications at Mercy Medical Center In-patient Pharmacy • Mercy in-patient pharmacy delivers medication to our facility once a day. • If medications are needed prior to hospital delivery the front desk volunteer may be asked by facility nurse’s to pick up a medication for a patient. • Having a volunteer pick up the medication ensures it is started in a timely manner for the patient. • Mileage is reimbursable. Forms are located in the letter holder on your desk. Call ext. 6628 during your daytime shift to turn in. If volunteer coordinator is not available or for shifts after 4:30 p.m. please leave a message and drop in Donation drop box. • Mileage roundtrip to MMC is 12 miles.

Picking up Medications at MMC • The Hospice House nurse will provide you the name and birthdate of the patient. If you are not given complete information please graciously request. • Drive carefully to Mercy Hospital and proceed to inpatient pharmacy to provide them the information needed. • You will be asked to sign a log sheet stating you are picking up medication/s. • Immediately return to the Hospice House and hand medications to the nurse on duty. She will check the medications for completeness.

Dropping off Laboratory Specimens • Occasionally Hospice Nurse’s may request a front desk volunteer take a laboratory specimen to the Mercy Care Hiawatha on Blairsferry Road or to Mercy Medical Center. • The specimen will be clearly labeled and placed in a bag. • Drive carefully to the facility you are directed to. Deliver the specimen to staff at the facility or to laboratory located down the hallway from the Emergency Dept. at MMC. • Mileage is reimbursable. Fill out a mileage form located in the letter holder on the front desk. Call ext. 6496 to report that you have a mileage form to turn in. • If volunteer coordinator is not available leave a voice message and place form in the Donation drop box located outside the Community door entrance.

Picking up Supplies at MMC • Prior to leaving ensure that the nurse provides you with complete instructions as to where and what you will be picking up. This includes her name and pick up instructions. • If problems arise please call the Hospice House nurse’s station at 319-743-4780 and ask to speak with the nurse that sent you on the supply run. • Mileage is reimbursable. Forms are located in the letter holder on your desk. Call ext. 6628 during your daytime shift to turn in. If volunteer coordinator is not available or for shifts after 4:30 p.m. please leave her a message and drop in Donation drop box outside the community door entrance.

Reviewing Shift Schedules • The volunteer binder in the bottom left hand drawer of the volunteer desk has a monthly calendars with the current and proceeding months schedule. • Please ensure that you have requested a substitute for the days you will be unavailable. • At the same time, if you know you can pick up an additional shift on your return it would be helpful to the scheduler to sign up as soon as possible and greatly appreciated. • A list of shifts all shifts, with substitution requests highlight in yellow, is listed on the top surface of the desk for quick viewing.

New Environment

Familiarizing Yourself with Your New Environment • Beginning July 1, 2014 the entrance to the Community Side of Hospice will remain locked at all times to ensure confidentiality of patient information. –

Entrance will only occur when front desk volunteers phone the appropriate extension to request entry or to inform staff of a guest requesting entry. A list of the appropriate extensions will be available at the desk.

Familiarizing Yourself with Your New Environment • When calling staff at any extension, if there is not an immediate response, leave a voice message and ask the guest cordially to wait in the beautiful foyer behind the volunteer desk. • Retry the extension in 5 minutes. If again you receive no answer please contact office staff at ext. #6496.

Dress and Conduct • We are very proud of the wonderful front desk volunteer we have here at Hospice of Mercy. • Mercy Medical Center asks volunteers to dress in business casual attire for their volunteer shift. • We ask that volunteers refrain from using perfumes the day of their shift. Many who are ill are sensitive these strong smells .

Front Desk • •

Where initial impressions are formed by our guests. Your smile begins there journey through our facility. Phone location for volunteers to contact community staff if guest has arrived.

Hospice House Nurse’s Station • • •

Volunteer Unit Secretaries staffed from 9 a.m. to noon, Mon-Friday. New Guests are taken here to meet hospice staff on first arrival. Allows nurse to inform guests if a loved one has passed away or if they are receiving personal cares.

Library • • •

Books and magazines available for guests on the honor system. Computer with Internet access for use. Prayer shawl storage .

Chapel or Reflection Room • Is for all-denominational use. • Self-directed retreats offered during Advent and Lent.

Family Kitchen • • •

All appliances and utensils may be used by family members. Leftovers go into the refrigerator marked with date and name if applicable. Sharpie pen available next to the refrigerator. On Tues. & Thurs. each week church volunteers may bring in prepared meals . Served family style.

Family Food Pantry Food Donations may be accepted. When guests arrive to make a donation please contact the volunteer coordinator at ext. 6628. If she is not available please contact staff at ext. 6496.

Donation Drop Box Both donations and volunteer documentation sheets may be inserted into this drop box outside the Community side door.

Inner Courtyard Many of our Memorial Bricks are located in this area.

North End Hallway • • •

To be utilized in case of Tornado or other severe weather Tornado warning announcement will come through speaker on desk phone . Please proceed to North Hallway through In-patient side of our facility.

Pictures of Hospice of Mercy Employees

New Colleagues

Office Staff: MaryAnn Duggan, Stephaney Kuehl, Stacey Miller Ext. #6496

Pictures of Hospice of Mercy Employees

New Colleagues Bereavement Counselor Barbara Koch and Vicki Finkstein Ext. #6735

Pictures of Hospice of Mercy Employees

New Colleagues Admissions Nurse Robin Borrett

Ext. #1087

Pictures of Hospice of Mercy Employees

New Colleagues Patient Care Coordinator Jodee Gaines Ext. #3006

Pictures of Hospice of Mercy Employees

New Colleagues OHH Nursing Supervisor & Acting Dir. Terri Ballard Ext. #3039 Patient Care Coordinator Linda Black Ext. #2865

Pictures of Hospice of Mercy Employees

New Colleagues Volunteer Coordinator Mary Clapp Ext. #6286

Today’s Overview 1

• Familiarize yourself with your new assignment

2

• Explore Mercy Hospice House

3

• Meet your new colleagues

Questions??