1. Dr. BC Farnham & Elizabeth Pugh, LBSW, CM
Hospice Volunteer Services: Information for Health Care Professionals and Community Members
Dr. BC Farnham & Elizabeth Pugh, LBSW, CM
This program is made possible through a collaborative community-education partnership between The Consortium for Advancements in Health & Human Services, Inc. and Affinity Hospice. The primary goal of this effort is to increase public awareness and access to hospice and home health through the provision of community-based education. Contact Hours are awarded to professionals who complete this program by The Consortium for Advancements in Health & Human Services, Inc. (

2. Important Information
This education program for healthcare professionals was developed by The Consortium for Advancements in Health and Human Services, Inc. (CAHHS) and is facilitated by Affinity Hospice via a community education partnership agreement. CAHHS is a private corporation and is solely responsible for the development, implementation and evaluation of its educational programs. There is no fee associated with receiving contact hours for participating in this program titled, Hospice Volunteer Services: Information for Health Care Professionals and Community Members. However, participants wishing to receive contact hours must offer a signature on the sign-in sheet, attend the entire program and complete a program evaluation form.
The Consortium for Advancements in Health and Human Services, Inc. is an approved provider of continuing nursing education by the Alabama State Nurses Association, an accredited approver by the American Nurses Credentialing Center's Commission on Accreditation.
The Consortium for Advancements in Health & Human Services, Inc., is approved as a provider of continuing education in Social Work by the Alabama Board of Social Work Examiners, #0356, Expiration Date: 10/31/2018.
In most states, boards providing oversight for nursing and social work recognize contact hours awarded by organizations who are approved by another state's board as a provider of continuing education.  If you have questions about acceptance of contact hours awarded by our organization, please contact your specific state board to determine its requirements. Provider status will be listed on your certificate.
CAHHS does not offer free replacement certificates to participants. In the event that CAHHS elects to provide a replacement certificate, there will be a $20.00 administrative fee charged to the individual who requests it.

3. Learning Objectives:
Identify the benefits available to professionals and community members who elect to become a hospice volunteer.
Discuss the various types of volunteer support services available via a hospice volunteer program to patients and families.
Identify the primary operational elements of hospice volunteer services.

4. Why Volunteer?
When you volunteer you are giving something back to your community by lending a helping hand to people and organizations. What you may not realize is that volunteering also benefits you as an individual. There are many good reasons to get involved in the community, including learning something about yourself.
Hospice offers volunteer opportunities for both teens and adults.
Note to facilitator: Share what opportunities one has as a volunteer for your organization.

5. Some of the benefits of volunteering:
As a volunteer with a hospice organization you can:
Make new friends
Explore career and personal interests
Earn great recommendations for future employment or college applications
Develop marketable job skills
Build your resume
Enrich your education
Uncover hidden skills and talents
Increase your self-confidence
Have fun
Make a difference in the lives of patients and their family members

6. Why do hospice organizations use volunteers?
In order for a Hospice Provider to meet the Conditions of Participation set forth by Medicare, the Hospice Provider must have an active volunteer program that matches paid employee and contract direct patient time with 5% of volunteer time given directly to patients and families and administrative time.
Note to facilitator: Share with participants roughly how many hours that is in your organization.

7. Volunteer Training
Training is based off of what role the volunteer will serve in the hospice organization.
Volunteers working with patients and families receive training for communication skills and awareness of many sensitive issues that patients and families deal with.
Volunteers serving in the office receive training on general policies and procedures of the office.
Most training last hours and is spread over several weeks.
Note to facilitator: Talk about key aspects of your training program.

8. What do hospice volunteers do?
Direct Patient & Family Support
Clerical/Administrative
Special Service
Bereavement Support Service

9. Bereavement Service
Volunteers provide emotional support to patients and families with acceptance of death and timely funeral arrangements.
Following a patient’s death volunteers may:
Make personal visits and telephone calls
Send condolence cards
Periodic correspondence to families
Attend bereavement gatherings and memorial services
Note to facilitator: Share an example of this with participants.

10. Direct Patient & Family Support
Volunteers may provide emotional support, companionship, respite care, spiritual support, assistance with comfort measures, assistance with shopping, errands, practical assistance with meal or snack preparation, laundry, yard work, light housekeeping, socialization support such as reading, listening to music, playing games, writing letters, journaling and other activities.
Volunteer services are an excellent resource for social workers to access, as these services can address the need of socialization and emotional support, as the services augment the core aspects of hospice care.
Volunteer services improve quality of life.
Note to facilitator: Share an example of this to participants and explain the term "respite care."

11. Clerical/Administrative
Volunteers assist hospice offices by carrying out a variety of office tasks which may include mailings, assembling packets and documents, faxing, data entry, telephoning and filing.
Note to facilitators: Share with participants how clerical/administrative volunteers help to lighten the load of the office staff so more time can be spent with the patient.

12. Special Service
Volunteers assist in planning, organizing and staffing special events, health fairs, expos, public speaking, volunteer recruitment, arts and crafts, hospitality and committee work.

13. Teen Volunteers
Young people aged can serve a hospice office as a volunteer through the Teen Service Program. Teen Volunteers provide a variety of services under the direction of the Volunteer Coordinator.
Note to facilitator: Explain the importance and necessity of volunteer hours on work and college resumes and how your program can help achieve those requirements.

14. Volunteers Are Part of the TEAM
Volunteers are an integral part of a hospice programs total commitment to providing quality medical and supportive services for people in the final stages of a life-limiting illness.  Volunteers work closely with an interdisciplinary team that includes staff nurses, social workers, home health aides, office staff and clergy, to provide care and support to patients and family members.

15. Who oversees volunteer services?
Each hospice provider must secure an/or designate an employee who coordinates all volunteer-related activities.
Most hospice organizations employees professional staff members to oversee all Volunteer Program activities.

16. What does a Volunteer Coordinator do?
Volunteer Coordinators have three main activities that are reflected in the Uniform Standards for Hospice providers. These activities are:
Recruitment
Retention
Documentation

17. What is recruitment?
Recruitment is the process of keeping the hospice name and its volunteer opportunities in front of people
Recruitment is a year round process
Recruitment involves identifying people to serve and asking them to commit to your cause
Note to facilitator: Let participants know if you have a recruitment drive to recruit volunteers and when that drive is held. Also let participants know how they can become a hospice volunteer with your organization.

18. What is retention?
Retention is the ability to keep a volunteer in service.
Key retention strategies and activities are planned on a regular basis to provide the volunteer with encouragement and feedback on their volunteer work.
Note to facilitator: Share with the participants what your retention strategies are. What activities does your organization hold to recognize their volunteers.

19. Documentation
The Volunteer Coordinator is charged with completing a Cost Savings Report each month. The Cost Savings Report calculates the amount of volunteer time spent directly with patients and their families, administrative time given, bereavement time and other volunteer work on behalf of the Hospice.

20. Documentation continued…
In many hospice organizations, all volunteer time is calculated using a rate set by the Points of Light Foundation.
Minimum standards require that at least 5% of all paid employee and contract staff direct patient time be matched with volunteer time given in the categories of direct patient care and administrative service.
Volunteers are a resource that makes it possible for hospice organizations to realize their mission.

21. Health Care and Human Service Professionals Need to Know…
Hospice volunteer services are an additional source of support for patients and their family members.
Hospice volunteers complete a training program and are dedicated to improving the lives of patients and their family members.
Hospice volunteers offer a special kind of caring– for patients when they need it most.
It is important when educating a patient and family about hospice to remember and share the benefits of volunteer services.

22. Did you know?
Someone asked the anthropologist Margaret Mead ( ), "What is the first sign you look for, to tell you of an ancient civilization?" The interviewer had in mind a tool or article of clothing. Ms. Mead surprised him by answering, a "healed femur". When someone breaks a femur, they can't survive to hunt, fish or escape enemies unless they have help from someone else. Thus, a healed femur indicates that someone else helped that person, rather than abandoning them and saving themselves. Isn't that what we in philanthropy are all about? Healing femurs of one sort or another?

23. Are there any Restrictions?
Yes…
Hospice agencies ask that volunteers wait six months to a year to volunteer after the loss of a loved one.
Hospice staff will assess the volunteer to determine if a volunteer is better suited with patients and families or in the office.
Volunteers must allow the hospice agency to perform a criminal background check.
Note to facilitator: Explain to participants if your organization has any other restrictions.

24. Today, each of us has an opportunity.
Becoming a volunteer with hospice offers each of us the chance to heal hearts and to offer a special kind of caring– when people and their family members need it most.
To learn more about volunteering with hospice please contact us.
Note to facilitators: Share a personal story that you have had with a volunteer or one that a volunteer has shared with you.

25. How Can You Help? Make a referral
Request a speaker for your next community organization event or church function
Help us recruit volunteers
Tell others what you have heard about today (hospice and our organization)

26. Tip to Support End of Life Conversations
Points For Health Care Providers to Consider-
1. Don't assume patients and families don't want to talk about death and terminal nature of their illness. Many times they do.
2. Be sensitive to their sensitivities.
3. Be honest, always.
4. Encourage patients and their family members to tell you what they're afraid of, even if it's hard to talk about.
5. Don't dismiss your own fears and/or feelings. They matter, too.
6. We are available to meet with the health care community to discuss hospice care with patients and families.
Nathan Hurst, Seattle Times staff reporter

27. Basic Hospice Criteria
Patients are eligible to receive Medicare hospice benefits when they meet all of the following conditions:
Patient is eligible for Medicare Part A (Hospital Insurance).
Patient’s doctor and the hospice medical director certify the terminal illness and patient’s have 6 months or less to live if the illness runs its normal course.
Patient/Caregiver sign a statement choosing hospice care instead of other Medicare-covered benefits to treat the terminal illness.*
Patient receives care from a Medicare-approved hospice program.
* Medicare will still pay for covered benefits for any health problems that aren’t related to the terminal illness.

28. Hospice Care Benefits to Remember
Reduced phone calls from patients/ families. 
Decrease anxiety especially with out of town families.
Better compliance with medication regime and appointments.
Our staff has a presence in the home providing a better understanding of family dynamics and can help coordinate care.
We can coordinate nursing home admission with physician if patient is unable to be cared for at home.
Reduced hospitalizations.
More satisfied patients.

29. Questions & Answers:

30. Complete Program Evaluations & Award Certificates