Volunteer Handbook

The Montreal General HospitalVolunteer Services

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M Table of Contents

Welcome ........................................................................................................................2

How to Reach Us .......................................................................................................3

Statutory Holidays ......................................................................................................4

Volunteer Services ......................................................................................................6

Benefits of Volunteering ..........................................................................................7

Getting Started ..........................................................................................................10

Helpful Hints ...............................................................................................................11

Volunteer Policies .....................................................................................................13

Emergency Codes ....................................................................................................18

Conclusion ................................................................................................................20

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“ Those who can, do. Those who can do more, volunteer.”

Anonymous

WELCOME

The Montreal General Hospital (MGH) welcomes you as a volunteer. We hope your association with us will be a mutually satisfying experience for many years to come.

You are joining a team of individuals whose lives have been enriched by helping others. The commitment, energy, companionship, attentiveness and warmth of volunteers add an invaluable dimension to the MGH community.

This handbook has been designed to acquaint you with the MGH as well as with Volunteer Services. It gives you the background and the purposes of our programs, answers frequently asked questions and describes what you might encounter as a volunteer. It serves as a guide to the operation and procedures of our volunteer programs.

The MGH thanks you for volunteering to help provide the highest level of care to our patients and their families. Your gift of time is priceless.

Rita GiulioneManager, Volunteer Services

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m How to reach usThe Montreal General HospitalVolunteer Services 1650 Cedar AvenueRoom E6.227Montreal, QC H3G 1A4

CONTACT INFORMATION

Main hospital switchboard ....................514 934-1934

Volunteer ServicesRita Giulione, Manager ...........................................Ext. 43674rita.giulione@muhc.mcgill.ca

Mattia Angerillo, Administrative Asst. ................ Ext. 43008mattia.angerillo@muhc.mcgill.ca

Volunteer Services office hours are: Monday to Friday, from 8 a.m. to 4 p.m.

Cafeteria is located on the 4th floor, E4.149Monday to Friday 6:45 a.m. to 6:30 p.m. Saturday and Sunday 8:30 a.m. to 2 p.m. and 4 p.m. to 6 p.m.

Hospitality Corner is located on the 6th floor, near the Cedar entranceMonday to Friday 6:30 a.m. to 8:30 p.m.Saturday and Sunday 1:30 p.m. to 4:30 p.m.

Pine Avenue

Docteur-Pen�eld

Bus165/66/535

North

Autobus144 West

Cedar Avenue

EntranceCôte-des-Neiges

Guy

Bus165/66/535

South

Bus144 East bus stop

TD E

A BL

RC J

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m Statutory HolidaysThe MGH Volunteer Services office is closed on statutory holidays. Be sure to confirm with the department where you work whether your services are needed.

New Years Day Day After New Years Last Monday of FebruaryGood FridayEaster MondayDollard des Ormeaux/Victoria Day Saint Jean Baptiste Day Canada day Civic Holiday (first Monday in August)Labour Day (first Monday in September)Thanksgiving Day (second Monday in October)Christmas DayBoxing Day

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m Our Vision, Mission and ValuesOuR VISIONExceptional and integrated patient-centered care, research and teaching: The MUHC is one of the world’s foremost academic health centres and is highly committed to its community.

OuR MISSION The MUHC is the adult and pediatric university hospital that is partnered with McGill University. Our mission is to:

• Offer our pediatric and adult patients. as well as their families, compassionate exemplary care with a specific commitment to treating complex cases;

• Extend the limits of health knowledge through research and integrate this new knowledge into our clinical and teaching practices;

• Provide outstanding health-science education to healthcare providers, administrators and the community; and

• Assess and develop new technologies and procedures to prevent, assess and manage medical conditions.

WE VALuE• Service: Patients and their families are our raison d’être. We provide compassionate

multidisciplinary care. We relate to patients and their families in a transparent way that respects their dignity as well as their cultural and linguistic needs.

• Innovation: We foster a culture of inquiry and innovation. We make evidence-informed decisions, and strive to improve our efficiency and efficacy.

• Leadership: We develop, use and disseminate new knowledge and expertise that can benefit patients locally and globally. We exercise our influence with a view to

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improving the functioning of the healthcare system at the local, regional, national and international levels.

• Partnership: We work in collaboration with our employees, our ambassadors, as well as our health network partners to ensure comprehensive integrated services across the continuum of care for the population we serve.

m Volunteer ServicesHOW TO FIND uSWe are located in room E6.227.

NEWS AND INFORMATIONImportant information and news bulletins are posted on the bulletin board in the Volunteer department and sent by email.

LOCKERSLockers are available for storing personal belongings during your volunteer shift. Lockers must be emptied when you are finished your shift. Please bring your own lock. You are cautioned not to leave valuables in the locker, as the hospital is not responsible for the loss of personal property.

MEALSMeal tickets are provided to volunteers working a three-hour shift. These vouchers can be used in the cafeteria on the 4th floor.

PARKINGParking is limited at the hospital, therefore volunteers are encouraged to use alternative transportation.

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m Benefits of VolunteeringMany of our volunteers say that their biggest reward comes from helping others. As a volunteer, you are tremendously valuable to the hospital.

You help in so many ways by:• Relieving the loneliness, boredom, and feelings of frustration patients may

experience;• Bringing companionship and a feeling of being valued;• Supporting staff to enable them to provide the highest level of care to our patients.

Our Volunteer Programs offer so much more. You can:• Be a valued member of the MUHC community;• Brush up on old skills and gain new ones;• Enhance your resume;• Explore potential career paths in healthcare;• Get experience and references for work and/or school;• Interact with our diverse and multicultural community;• Make new friends;• Mentor new volunteers and share your experience.

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VOLuNTEER RIGHTS

• Be given sound guidance and direction;

• Be given worthwhile and suitable assignments;

• Be kept informed and listened to by staff;

• Be provided orientation, training, support, supervision and evaluation;

• Be treated as a respected and trusted team member;

• Be valued as a person who can make unique contributions;

• Have a clear understanding of the assignment including duties, responsibilities, supervisor, structure and time commitment;

• Have your volunteer time used wisely;

• Say “no” to some volunteer tasks;

• Volunteer in safe working conditions.

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VOLuNTEER RESPONSIBILITIESAs a volunteer you can expect and enjoy certain rights when you donate your time. You also have specific responsibilities, not only to the area of the hospital you serve as a volunteer, but also to The MGH/MUHC.

You must always:• Accept only realistic assignments;• Make sure you have a clear understanding of the assignment;• Accept the guidance and direction of your supervisor;• Actively and consistently perform your assigned duties;• Be alert, sober and drug free when volunteering;• Be conscientious about dress and personal hygiene;• Be open and honest about your skills, goals and intent as a volunteer;• Carry out duties promptly and reliably;• Remember to log in and out during your shift;• Demonstrate respect and restraint in challenging situations;• Discuss satisfaction, dissatisfaction, and suggestions for upgrading or changing volunteer

assignments with your supervisor and/or the Manager of Volunteer Services;• Follow all guidelines and protocols for infection control;• Remain loyal to the values, goals, and procedures of The MGH/MUHC;• Refrain from performing professional services for which a license or certification is

required;• Report on time for your volunteer assignments. If you are ill or otherwise unable to

report for your assignment, notify Volunteer Services in advance, if possible, preferably a minimum of 24 hours. They will then notify the department of your intended absence;

• Respect confidentiality;• Wear your volunteer uniform and ID badge when on duty and present yourself only

as a volunteer.

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m Getting StartedThe process starts with an interview with the Manager of Volunteer Services who screens applicants in order to assess the skill, aptitude, reliability, personality, motivation, and level of experience and availability of a person. This detailed interview helps us match volunteers with the type of work that best suits them.

You are required to give two references who are not family members, and preferably, who have dealt with you in a professional capacity. These references are checked before a volunteer is accepted. If, for any reason, your references are not acceptable the process ends. Otherwise, you will be invited to an orientation session, which will provide the guidelines for your volunteer work at the MGH.

The number of work hours is based on the assignment. Many volunteers work a three-hour shift each week. Initial placements may be considered a trial period. During this time, we will determine if the needs of the MGH, as well as your own, are being satisfied and whether the initial placement is satisfactory for all concerned. You and/or your supervisor may request a re-assignment in the event that you are not suited for a particular area. If this is the case, every effort will be made to find a more suitable and satisfactory arrangement.

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m Helpful Hints when dealing with patientsBe yourself. Be honest. People who are ill are very sensitive to phoniness. They are reassured by being treated naturally. You are there for support, not as an expert or authority. It is fine to say: “I don’t know”; “I’m not sure”; “I will try and find out”. Refer all medical questions to the doctor or nurse. Suggest patients make a list of questions to ensure they remember.

Be dependable. For people in crisis or in an unpredictable situation, it is essential that they know they can count on someone or something. Never offer more than you can deliver. For instance say, “I’ll try and see you tomorrow,” not “See you tomorrow.” An important difference!

Be a good listener. Be attentive. Let the patient ask what she/he wants to know. Always remember your function as a volunteer is to meet the needs of the patient and family rather than your own. This may mean listening to the same stories over and over. Listening non-judgmentally is important as you may see anger and frustration expressed. Use open ended questions such as, “I don’t think I understand”. Don’t talk about yourself.

Physical contact. Be yourself. Your comfort, or discomfort, will be clear to the patient. Some people like to touch and be touched. Others do not. It is helpful if you can be flexible with this issue yourself. In most instances, patients welcome handholding and other benign physical gestures as a means of communicating, caring and connection, without the need for tiring conversation. Be open with patients and family and do what feels right to you. It is equally important to be aware of personal boundaries. Volunteers are cautioned about putting themselves in positions that may appear to be compromising or inappropriate, however well intentioned you may

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be. When in doubt, consult with your supervisor or the Volunteer Department Manager before engaging in an activity that may be misconstrued.

Meet them where they are. Your responsibility is to work as helpfully and harmoniously as possible within a given structure or situation. Work at tuning into the family in terms of their own values and life patterns. You may not agree with a family’s way of dealing with their situation, but it is never appropriate to give unsolicited advice. Do not impose your own convictions and beliefs. Be sensitive to the amount of time you spend with the patient. Be sensitive to the patient’s condition and level of enthusiasm for talking.

Little things mean a lot. Your personal grooming and manner of dress can affect a patient’s mood. Please do not wear perfume or aftershave or other strongly scented lotions or hair products, as this can be unpleasant to people on medication or active treatment such as chemotherapy.

A positive attitude and pleasant expression mean a lot. This does not mean phony cheerfulness, or bright chattiness, but merely a clear message of caring and attention. Sometimes, not talking but sitting with a patient and letting him know you care by being there is the greatest gift of all.

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m Volunteer PoliciesThis section explains our policies, answers questions you may have and helps you understand how to carry out your duties. It is important that you read and understand these policies.

1. Limitations to Volunteer Service The hospital accepts the service of volunteers sixteen years of age or older, with the mutual understanding that such service is at the discretion of the Manager of the Volunteer Services. Volunteers may be discharged without warning for just cause. The hospital reserves the right to request that a volunteer leave immediately. Immediate dismissal of a volunteer will take place only in the most serious of circumstances.

2. MulticulturalismThe MGH serves a diverse multicultural community. Staff and volunteers treat all people with dignity and respect. As a volunteer, you will have the opportunity to meet people of different racial, ethnic, religious and economic backgrounds, and we hope that you find these interactions enriching.

3. Workplace ViolenceThe MGH does not tolerate any form of violence in the workplace. Our policy is zero tolerance in all cases.

4. Ethics and ConfidentialityThe McGill University Health Centre has a legal and ethical responsibility to safeguard the privacy of all patients, and to protect the confidentiality of their health information. Additionally, it is essential to ensure the confidentiality of its computer systems and management information.

When you become a volunteer at the MGH you must follow the code of ethics observed by all healthcare professionals and support staff, which is to hold in strict confidence

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all information you acquire through your hospital service regardless of the source of information e.g. spoken word, medical records, computer records, financial records, statistical data, minutes of meetings, personnel files, or any other records.

• You must never discuss or disclose any of this information with others, including family and friends, even if names are not used. Also, you should never discuss such information where others can overhear the conversation, for example in hallways, in the cafeteria/coffee shops, at restaurants, and social events.

• You must not make reference, either inside or outside the hospital to a patient’s identity, diagnosis or treatment. This includes information concerning who is admitted to the hospital.

• Violation of the above regulations may result in corrective action, up to and including termination of volunteer service.

5. SecurityNever leave your purse or wallet unattended. Bring all found items to the Security desk located on the 6th floor at the Cedar Avenue entrance. Please report any suspicious behaviour, person or incident to the Manager of Volunteer Services or to your immediate supervisor.

6. TrainingAll new volunteers must attend a general orientation session given by Volunteer Services before they begin volunteering. The session focuses on infection control, communications, confidentiality and emergency measures. Seminars are organized throughout the year to further develop special skills.

7. uniforms, Grooming, ConductUniforms and security badges are provided through Volunteer Services and must be worn at all times during volunteer assignments. Uniforms are laundered by the hospital

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and must not be taken home. Cut-off jeans and shorts, other than Bermudas (below the knee), tops exposing shoulders or midriff and perfumes/aftershave are not permitted while on duty. Long hair must be tied and closed shoes worn at all times. Sandals should be avoided for safety and hygiene reasons. Good grooming and cleanliness are important. Jewellery must be kept to a minimum – usually a watch is sufficient. Any dangling jewellery must be avoided. Remember that how you conduct yourself reflects on all volunteers and the hospital.

8. Access to Property and MaterialsAs appropriate, volunteers shall have access to property and materials necessary to fulfill their duties. You will receive training in the operation of any equipment deemed necessary. Property and materials should only be used for the completion of the assigned task and not for personal reasons. Violation of these regulations may result in corrective action up to and including termination of volunteer service and/or suspension and loss of privileges.

9. AssignmentsVolunteer Services will provide you with your assignment. When reporting to your assigned area, check in with your supervisor. Notify your supervisor if you leave your area for any reason. At the end of your assignment, check out with your supervisor. Questions related to your work should be discussed with the immediate supervisor; bring any other problem to the Manager of the Volunteer Services.

10. Attendance and AbsenteeismYou are expected to perform your duties on a regular and punctual basis. Sign in and out of the Volunteer Services. Advise Volunteer Services as far in advance as possible if you must be late or absent. Please advise Volunteer Services when you plan to terminate your volunteer assignment so that we may find a replacement and ensure continuity of service.

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11. Volunteer Performance AppraisalYou will receive a periodic evaluation of your work. Evaluation procedures will be constructive, supportive and will, hopefully, empower and motivate you to the highest standards. The appraisal process is an opportunity to convey our appreciation to you and for you to provide us with valuable feedback.

12. ResignationVolunteer Services appreciates your time, talents and interests and knows that changes in your availability or interest in volunteering will occur. If you plan to stop volunteering, we would like the chance to talk with you prior to your departure. Ideally, we would appreciate a minimum of two weeks notice to give us the opportunity to find a suitable replacement.

13. Illness and Infection ControlDo not volunteer if you are ill. If you are experiencing any of the following: rash, diarrhea, nausea, vomiting, fever, coughing and/or sneezing, call in as soon as possible, preferably 24 hours in advance, so that we can find a substitute for your assignment. Please note that if you are taking antibiotics for any reason, please refrain from doing volunteer work. You may return to your volunteer duties after your course of treatment has been completed.

14. ImmunizationsIt is recommended that you ensure that your immunizations are up-to-date.

15. Hand Washing ProcedureThe best way to prevent infection is vigorous hand washing using soap and water. Hand sanitizer dispensers are readily available throughout the hospital. You should wash with hand sanitizer each time you enter or leave a unit and after each individual patient contact. Soap and water should be used after using the washroom, blowing your nose, sneezing, and before handling any food or utensils. It is also a good idea to avoid touching eyes, nose, mouth, or skin lesions with dirty hands and to keep a safe distance

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from persons who sneeze or cough. To avoid potential risk of transmission of certain viruses, volunteers are to avoid all direct contact with blood and bodily fluids and with sharp objects that might be contaminated with these substances. 16. Patient EtiquetteYou must comply with any specific directives before entering a patient’s room or at any time they are specified or posted on the door. If you are asked, and accept, to visit a patient in isolation, it is important to comply with the rules posted on the door to prevent the spread of infection. Do not enter if you do not feel comfortable.

17. Work Place Illness/AccidentsImmediately report any illness or accident while on duty to your supervisor and the Manager of Volunteer Services.

18. SmokingThe MGH is a smoke free environment, and smoking is not permitted within the facility.

19. Drugs/AlcoholComing to work under the influence of either drugs or alcohol is strictly forbidden. Disrespecting this policy will result in immediate action.

20. TerminationVolunteers can be relieved of their duties for following reasons:• breach of confidentiality regarding patient information• breach of ethics or MUHC policies and procedures • breach of patient /volunteer boundaries• breach or negligence with respect to their obligations• or engaging in misconduct or any fraudulent behaviors

m Emergency CodesThese are codes that you may hear over the hospital speaker system. Familiarize yourself with them.

Code Red Fire

Code Orange External Disaster

Code Green Evacuation

Code Blue Cardiac Arrest / Unconscious – Adult

Code Pink Cardiac Arrest / Unconscious – Paediatric

Code Yellow Missing Patient

Code Yellow STAT Abduction

Code White Violent person (unarmed)

Code White STAT Violent person (armed)

Code Black Bomb threat / Suspect parcel

Code Brown Dangerous Material Spill (Internal)

Code Gray External toxic gas

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How to respond in case of an emergency

• Stand well to the side of the corridor to make way for the Emergency Response Team.

• Do not try to help unless directly asked by a professional.• If you witness a situation that can be deemed an emergency, call 55555 but DO

NOT act. Emergency Response Teams have been set up to respond to any and all codes.

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m ConclusionWe, at the MGH, appreciate your interest and willingness in volunteering with us and being a part of our team.

Feel free to talk about your expectations before starting your assigned tasks and whenever clarification is needed. We encourage you to ask questions so you can become more comfortable in your volunteer duties. If problems do occur, talk to your supervisor or the Manager of Volunteer Services so that we can better understand your needs and provide the appropriate support.

It is your commitment and the commitment of all of our volunteers that allows the MGH to most effectively serve our patients and their families.

We would like to thank the Volunteer Services Department of Saint Mary’s Hospital for allowing us to use their brochure as a guide.