3. Presentation Objectives Volunteer Recruitment – Why they come Volunteer Retention – Why they stay Navigating Challenges Future Directions Troubleshooting with Volunteers

4. Recruitment Strategies Hearing from our Volunteer Resources Coordinators – Liz Deluca and Nancy Hayes Volunteers How did you hear about the program?

5. Why They Come (1/4) Internal Advertising - Website - Volunteer Resources office - Public Relations newslettersnewsletters

6. Why They Come (2/4) Connecting with Local College/University Presentations to classes Placement database Student placements Recruitment booths

7. Why They Come (3/4) Community Volunteer Agencies Volunteer Hamilton Separate categories for different subpopulations – student, retiree etc.

8. Why They Come (4/4) Local Media Public Service Announcements Announcements – TV, Newspaper Radio talk shows

9. Challenges to Recruitment (1/4) Time! Balancing clinical load and support of current volunteers with time needed to recruit

10. Challenges (2/4) Relationship with Volunteer Resources How to share these responsibilities

11. Challenges (3/4) Administrative Support Need someone with a creative eye

12. Challenges (4/4) Screening Requirements Costs involved in health and police clearance

13. Volunteer Retention Hearing from Volunteers What is different about HELP? What do you like best? Why do you stay?

14. Why They Stay (1/6) Program Structure and Flexibility Structured plan Assigned interventions Flexible shifts

15. Why They Stay (2/6) Interest in Working with Seniors Gerontology programs Community connection

16. Why They Stay (3/6) Recognition HELP Tea Service Awards for Geriatric Excellence Volunteer Appreciation Week / Holidays Invitations to conferences Newsletter – volunteer spotlight Hours of service Reference letters

17. Why They Stay (4/6) ELS Role Regular support Accessible

18. Why They Stay (5/6) Training

19. Why They Stay (6/6) Direct Patient Contact

20. Navigating Challenges (1/2)) Hearing from Volunteers What challenges have you faced? Any advice for HELP staff?

21. Navigating Challenges (2/2) Engaging difficult patients Language barriers Busy ward environment Relationship with staff

22. Future Directions Targeted recruitment of baby boomers from the community Expansion Ongoing training/education opportunities Needs assessment of volunteers Making prevention visible Research, economic value of volunteering

23. Troubleshooting with Volunteers Case Scenarios Case # 1 It is Monday morning and you receive a voicemail from the Charge Nurse on your most recent expansion unit. The message says “We received a complaint from a family member on the weekend. Apparently they noticed a volunteer going in to see their family member’s roommate who happened to be in isolation and they were not wearing their PPE. (note – 1 bed in a 4 bed room was isolated) The family member told the volunteer it was an isolation room and the volunteered ignored them and refused to put on the proper equipment.” What are the important issues in this case? What would be your course of action?

24. Case #2 You have a very eager volunteer who is regularly in touch with you. They seem to cancel a lot of shifts but they are always for ‘legitimate’ reasons. You decide to check their hours and you notice that they have only completed 9 hours since they finished training 6 months ago! What are the important issues in this case? What would be your course of action?

25. Case #3 You have recently started the HELP program and just finished training a large group of volunteers. You receive the following email: After many family discussions about volunteering at the hospital, I have decided that I am not going to be able to continue as a volunteer. I am very concerned about my mom's health and don't want to risk passing anything along to her. While taking the volunteer course, I really did not realize how easily viruses spread and how many rooms would require us to wear the gowns, etc. Unfortunately, I do not feel comfortable even being on the floor when so many rooms have "precaution" signs on the doors. Also, I definitely don't feel welcome by 90% of the nursing staff. We seem to be a nuisance to them, judging by their reaction to us. What are the important issues in this case? What would be your course of action?

26. Any Questions? Feel free to contact us: Erin Stirling stirlinge@hhsc.castirlinge@hhsc.ca Angela John john@hhsc.cajohn@hhsc.ca