Sunday, September 15

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1st Round Concurrent Sessions
10:15 a.m. – 11:15 a.m

 S1A - Meeting Community Needs: Volunteering, Shadowing and Education in Healthcare

Magdalena Scanlan, CAVS, Advocate Aurora Health, Park Ridge, IL

Learn about two programs developed at our hospitals that address the many requests from students to learn more about health care and to shadow/interview clinicians. These programs are Health Care Career Night and the SEARCH Program (Students Exploring And Researching Careers in Healthcare); - the first program stemmed from the requests for shadowing and interviewing professionals in healthcare fields; it's an evening where healthcare professional from my hospital set up booths with visuals that represent their careers; this year we had 45 booths including representatives from local colleges and we had some 350 attendees from the community - both students and their parents. - the second program stemmed from a need for committed volunteers for nursing units and in order for us to retain volunteer students in those areas, we developed a program that in addition to volunteering provides educational opportunities Learn about the pilot at two hospitals that completed!

  • Learn about two programs that fulfill the student volunteer requests for educational and shadowing opportunities
  • Review the two proposed programs
  • Walk away with necessary tools to implement similar programs at their organizations

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S1B - Well-Rounded: A Fresh Approach to Training Volunteers for Inpatient Service

Kristina B. Baggott, MBA, Augusta University Health System, Augusta, GA

This session will feature Augusta University Medical Center’s innovative approach to training inpatient hospital volunteers in a consistent, effective manner. The Well-Rounded program is a thorough, simulation based, patient support training that volunteers complete before they are assigned to an inpatient unit, making them better equipped to serve patients on all units and helping the nursing staff to be more confident in the abilities of the volunteers assigned to their areas. After completing this training, volunteers are more empowered and confident in understanding and executing their service responsibilities, allowing them to provide the highest level of support in their assigned areas. The session will also highlight some of the key volunteer duties that are included during the Well-Rounded training proStacgram including: hourly rounding checklists, white board management, AIDET fundamentals, and fall prevention responsibilities. Attendees will walk away with a wealth of new training ideas that can be applied to their programs as well as some helpful volunteer training materials and duty checklists

  • Learn about the innovative AU Medical Center volunteer inpatient training program, Well-rounded
  • Participate in discussion evaluating their current inpatient training methods and share new ideas on how to make their training more effective
  • Gain methods for implementing volunteer training checklists on inpatient units to increase nursing staff engagement and partnership

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S1C - Party On! The Volunteers Role In Improving Employee Engagement

Linda VanFulpen, CAVS, Sharp Grossmont Hospital, La Mesa, CA

Will discuss volunteer involvement in various projects and events in support of employee engagement and Sharp HealthCare’s vision to be “the best place to work”. Share details of hospital-sponsored and Volunteer Services led events and projects. Examples of no cost and low-cost events

  • Discuss both hospital sponsored and Volunteer Services sponsored events
  • Share process of event development and execution
  • Walk away with necessary tools to implement similar programs at their organizations

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S1D - Volunteer Program Metamorphosis: From Volunteer Focused to Value Add

Margarita Rodriguez-Duffy, MSW, CAVS
Rose Wessells, CAVS
Christiana Care Health System, Newark, DE

Outline the methodology utilized to change from a program totally focused on the volunteer to one that balances the volunteer’s needs with organizational goals and as a result adds ongoing value to the organization. We will share the successes and pitfalls we encountered as we began this journey. We began implementing this change in 2008 when we strived to be recognized internally for all the ways we thought we were adding value to the organization. Our first step was to implement a strategic analysis to determine where we stood with volunteers, leaders and top executives. Results indicated that, while volunteers really liked volunteering for us, leaders and top executives saw us as a nice program to have but not as strategic partners. It was clear that they did not perceive the program as a strategic or a value added service. We were not telling our story in a way that our colleagues could understand. We began to look for ways to “speak the same language” as our medical colleagues. We did this by using the PDCA model to create programs that solved an organizational need. We created the NODA program and entered it in an internal recognition program which earned the top award. This was the first time a volunteer program was recognized in this way and led us to the next steps which have brought us to where we are today- sought after to help create fit-for-purpose programs that help the organization achieve its goals.

  • Evaluate and redesign existing volunteer program strategy to align more closely with the organization’s overall strategic goals and objectives
  • Evaluate existing volunteer roles and develop new roles that embrace and support the strategic goals and values of the organization
  • Build, nurture, and energize relationships that will help to foster strategic partnerships

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S1E - For The Birds - Developing Unique Community Volunteer Partnerships

Christine Rhodes, MS, Children’s Hospital Colorado, Highlands Ranch, CO

Children’s Hospital Colorado’s South Campus has a unique program partnership with The Denver Audubon Society. Come learn about how to partner with community organizations to offer unique volunteer opportunities and patient experiences. Presentation will include information on how to create a partnership, how to gain leadership support and how to sustain and grow the program once it is off the ground. As this program is just one example of a unique community partnership, we will involve the audience by asking them to briefly share other partnership ideas.

  • Learn how to identify like-minded community volunteer partners
  • Develop an understanding of the program, objectives and outcomes
  • Similar partnerships will be encouraged to share them during the session giving those at the session several other partnership ideas to consider

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2nd Round Concurrent Sessions
11:15 a.m. – 12:15 a.m

S2A - Community Partnerships Supporting Volunteers with Disabilities

Jeannie Sells, Providence Regional Medical Center Everett, Everett, WA

Showcase the value of working with volunteers with disabilities by sharing how we integrate, educate, and support our students and community. Our team works with the job coaches to evaluate and assess a starting point. Over time we start to add new tasks to help the volunteers gain confidence and grow. To show how this works we will talk about Project SEARCH, Camp Prov, our partners at 2 local school districts and other community partners who specialize in working with people with special needs.

  • Build relationships with community partners to create successful roles
  • Engaging volunteers to leverage their strengths
  • Develop employable skill sets for volunteers

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S2B - A Digital Sherpa

LaWanda Byrd
Andrea Conners
Moffitt Cancer Center & PEN, Tampa, FL

An innovative partnership between the Patient Empowerment Network (PEN) and Moffitt Cancer Center aims to bridge the digital divide through an innovative volunteer program called the Digital Sherpa©Program. The program aims to help patients better utilize the plethora of digital tools and resources available to them and their care partners throughout treatment beyond. The Digital Sherpa© Program, created by Patient Empowerment Network in 2016, pairs tech savvy volunteers with less tech savvy patients, to assist patients with using Moffitt’s GetWell Networkmof resources, Patient Portal, and other digital platforms and tools such as social media and on-line patient support groups. The goal of the program is for a volunteer, known as a “Sherpa”, to be dispatched to all newly-admitted inpatient rooms within 24-48 hours of admission to offer Digital Sherpa™support. The program launched at Moffitt in February 2018 and has been well received by staff and patients. Along with learning technology skills, the patients and their Sherpas share a great sense of companionship. This program allows two generations to come together and have fun in each other’s company while learning valuable skills. The students learn they can make a tangible difference in someone's life with the tech knowledge they already possess and the patients learn how to empower themselves and become more health literate.

  • Learn about an innovative partnership between three different organizations (Moffitt, PEN, USF Health) that is beneficial to all partners and, importantly, how to replicate this partnership at other healthcare centers and hospitals.
  • Solve for the universal issue of providing technology support to patients and care partners while improving the patient experience and involving patients in their care (shared decision making
  • Evolve the role of volunteer from clerical support to an active, meaningful role that helps them cultivate useful skills and also provides a valuable service to the medical center and the entire community

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S2C - Department of 1 (Being your Own HR)

Joe Thompson, Norton Healthcare, Louisville, KY

Many of us are departments of 1. We have to recruit, interview, onboard, train, and place, keep track of, and follow up on 100's of volunteers. How do we handle it all? How do we keep track of flu shots and tb tests? How do we know when we interview someone they will be a good fit, and if they are a good fit where should we put them? This session will be an opportunity to discuss the struggles of having a huge number of people and little support. We will spend time on streamlining of processes from receiving the applications to the first day of volunteering. What does it mean to really interview a potential volunteer? We will also discuss ways to alleviate the burden of paperwork and data entry. Some of the focus will be me speaking of personal experience as well as basics of interviews and evaluations. Most of the focus will get the participants in talking to each other on strategies we all use to alleviate the day to day issues that face us in this HR realm.

  • Evaluate processes from application to first day of volunteering
  • Develop and discuss interviewing potential volunteers
  • Solving the paperwork burden and how to keep up with it

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S2D - Retail Mathematics

Mary O'Brien, UnityPoint Health, Sioux City, IA

Learn the essential concepts, practices and procedures for successful retail operations. The focus would be on mathematical concepts and their relationships to the many factors involved in achieving a profitable retail business. A foundation would be provided and easily applied to any retail business.
Main Topics discussed would be:

  • Merchandising for a profit
  • Retail pricing
  • Basic markup equations
  • Easy to understand Open to Buy Plan
  • To understand the basic retail math equations to run your business
  • Recognize the relationship between all the formulas and metrics involved in a business
  • Understand the relationship of profit factors and how to improve profit performance by the manipulation of these factor

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S2E - Streamlining Volunteer Onboarding Process- Getting Time on Your Hands

Judy Lieberman, MA, Nemours A.I. duPont Hospital for Children, Wilmington, DE
Melissa Heinlan, PhD, CAVS, Corporal Michael J. Crescenz Veterans Affairs Medical Center, Philadelphia, PA

Onboarding new volunteers can be a labor-intensive process for the volunteer engagement leader. But what if you could get time back on your side? This interactive presentation will engage participants while offering tips and tools to streamline your onboarding process through group interviews. The presenters will discuss their approach to group interviews, including the theory behind group dynamics and behavior.

  • Evaluate current volunteer onboarding process and what changes you can make to improve
  • Explore ways to effectively and efficiently streamline onboarding practices
  • Identify two different approaches of onboarding with similar outcomes

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3rd Round Concurrent Sessions
1:45 p.m. – 2:45 p.m

S3A - Instant Winners for your Volunteer-ottery Program

Rob Toonkel, CAVS, CDVS, CVA, CVM, Arnot Ogden Medical Center, Elmira, NY

The best takeaways from a conference are ideas that are easily replicable, financially achievable, and deeply impactful. Together we will explore three initiatives that meet these criteria, concepts you can simply implement and soon enjoy the rewards of greater volunteer engagement, and greater staff engagement with volunteers. Learn how the “Volley Awards” put your team at the heart of the recognition process and strengthen volunteer-employee relationships. Discover how a daily five-minute task can save hours when seeking allies and trainers on the units. Realize how an hour or two monthly can grow and lift your program, sowing seeds in the most fertile ground. Just by scratching the surface, you will find yourself with riches.
Breaking our session in thirds, we will explore each of these ideas, emphasizing the implementation of each. More of a how-to guide than a case study, each piece will be discussed in terms of what to expect, what to avoid, how to tailor, and what tools are necessary for success. Whether it is the Volley Awards at once a year, gratitude at once a day, or general orientation involvement at once a month, each idea fits in any time frame at any institution. Intense focus will be given on the fact that these ideas all have little to no cost and are easily replicable at any healthcare institution anywhere.

  • Develop a new reward program that increases engagement between staff and volunteers
  • Better integrate volunteer services into the fabric of the hospital
  • Build familiarity and recruit volunteers through involvement in employee education

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S3B - A Toolbox to Balance Life & Work

Nanette D. Spedden, CentraState Healthcare System, Freehold, NJ

Do you ever feel like you live a work? Do you have a difficult time getting in enough “ME Time” in balancing work and life? We will consider some of our roadblocks that get in our way and learn about techniques to assist you in living a more balanced, fulfilled life. Utilizing the Fish! Philosophy as a basis for analysis, we will explore various leadership tips to assist in time and stress management, organizational skills, goal setting, communication, teamwork, delegation, gratitude, and reenergizing!

  • Evaluate personal habits that get in the way of a balanced like
  • Learn leadership techniques to improve work-life balance (Includes FISH Philosophy)
  • Develop skills to assist in work-life balance (time management, stress management, Organizational skills, goal setting, Communication, Teamwork & Delegation, personal attitude, Gratitude, reenergize)

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S3D - Inspirational and Contagious Leadership

Kerry Miller, CoxHealth, Springfield, MO

It is my mission in live to bring hope, laughter, and inspiration. In the field which we chose to serve we can do just that. Our leadership affects the lives of so many, and then they affect others too. When you help one you have helped at least 10 more. Understanding the mission, the why, the vision, will lead you to a path of service, and this will affect those around you. Leading with others, training other leaders, being a leader 24/7/365 will affect your colleagues, those you serve, and even your family. No longer will it be a job, but it will be a calling. It's not about living for the weekend, but living each day. When the alarm clock goes off, it’s an opportunity to affect those around you, and it's an awesome responsibility to be present in each moment, and inspire others to do the same.

  • Inspire all leaders to lead by example 24/7/365!
  • Be contagious in all you do!
  • Train people to lead, not follow!

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S3E - The Power of Our Collective Story!

Wendy Turner, CAVS, Providence Regional Medical Center, Everett, WA
Pam Keck, CAVS, Swedish Issaquah/Redmond/Mill Creek, Issaquah, WA

In 2018 WSSDVS decided to work together with the goal of show casing how volunteers impact care through programs that aligned with the Quadruple Aim. Thirteen of our members participated in building this publication.

  • Journey through a deeper a look at ourselves as professional experts in our field
  • Document the impact of volunteers to meet the AHA goals of the triple/quadruple aim
  • Communicate relevant and impactful information that will catch the attention of leaders

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4th Round Concurrent Sessions
3:00 p.m. – 4:00 p.m

S4A - Your Story + Your Perception = Your Volunteer Patient Engagement Program

Beth Daddario, CAVS, Inspira Medical Center Vineland and Elmer and Health Center in Bridgeton, Vineland, NJ

This interactive discussion will begin with the presenter sharing her personal story and health care experiences. The presenter created a Patient Engagement Volunteer Program based on these personal experiences and perceptions that took place as a result of these various health care exposures - both in the adult and pediatric setting. Information will be shared that has been gathered from previous conferences - national, regional, and local - that have been helpful during training. There will be time for discussion for attendees to share how they have been training volunteers to impact the patient experience through engagement

  • Examine what story you have that would be helpful in training Volunteers about Patient Engagement
  • Share and Discuss tools that are helpful when training Volunteers
  • Evaluate questions in the HCAHPS Survey that can be addressed and impacted by Volunteer Support

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S4B - Recognizing and Preventing Burnout

Elizabeth Tise, Houston Methodist Hospital, Houston, TX

Even though it’s been discussed since the mid 1970’s, burnout is now officially recognized as a diagnosis by the World Health Organization and affects many different people – from staff members to our always-willing-to-help volunteers. In this session, we’ll talk about the different types of burnout (overload, under challenge and neglect), how to recognize the signs and symptoms, and the different tactics and techniques to help prevent and recover from burnout.

  • Learn how to recognize the symptoms of burnout
  • Develop a plan to prevent burnout for you
  • Learn what tools to utilize to come back from burnout

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 S4C - All Aboard the Failboat: How Embracing Failure Creates Leadership Success

Chris Perez, Atrium Health, Charlotte, NC

As leaders we are often taught to fear failure. After all, doesn't failure mean we're really not good at our job? Failures - when approached correctly - are often the greatest tool we can have for personal and program growth. If you feel like your program has grown stagnant or has not headed in the direction you wish, then maybe you need to learn how to "fail forward." In this session we will discuss how to embrace occasional failures as a way to improve leadership and program effectiveness. We'll discuss how to evaluate your projects to lead to long-term success. You'll also learn how to lead others through failures.

  • Understand how some failures in the workplace can lead to success with the correct approach
  • Learn to evaluate projects using a PDSA model
  • Learn how to grow their programs and leadership skills by analyzing failures and applying lessons learned to future projects

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S4D - Customer Engagement Strategies

Sabra Shields, Sanford USD Medical Center, Sioux Falls, SD

Presentation will focus on Customer Engagement Strategies. Discuss strategies use to drive customers to shops that have resulted with sales of over $1 million per year without fundraising. Discussions will include creating a culture of fun, recruiting staff, developing impactful rewards programs, birthday programs, seasonal open houses, eye catching display techniques. Develop a culture of fun because, after all, we are in the entertainment business. We will discuss how Retail Therapy is definitely a reality and most of our customers are not looking for a thing as much as a feeling. Engage with the audience to share what they’ve done to create excitement and bring in customers. The program be very interactive with lots of networking.

  • Discussion on how to develop a strategic plan to drive customers to their store
  • Evaluate and discuss how to develop a culture of fun through a number of different techniques and programs
  • Discuss techniques to develop an effective frequency reward program to bring customers back to the shop over and over

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S4E - Giving Your Family a Precious Gift: Advanced Care Planning

Julie VanderNoot, CAVS, Bronson Healthcare, Kalamazoo, MI

This session will discuss the importance of advanced care planning. We will introduce Advanced Directives and how to research appropriate information. This session is for DVSes who want to play an active role in educating volunteers on the importance of ACP. Ultimately the DVS & volunteers can develop a new volunteer service area to work with the Advanced Illness Management Team.

  • Learn the importance of working with their Advanced Illness Management Team
  • Gain skills to research approved Advanced Directives in their state
  • Develop a plan for designing an Advanced Care Plan for their organization

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