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Upcoming Webinars:

Compassionate Communication: Effective Communication for Mind, Body and Spirit

January 31, 2018
2:00 p.m. ET, 1:00 p.m. CT, Noon MT, 11:00 a.m. PT

Register now

Volunteers Providing Hand Massages for Cancer Patients: A Pilot Study

February 7, 2018
2:00 p.m. ET, 1:00 p.m. CT, Noon MT, 11:00 a.m. PT

Register now

AHVRP Webinars & Archives

AHVRP webinars offer you the chance to learn new trends, best practices, and applicable tools from industry experts, fellow DVSs and retail managers in the healthcare volunteer field.  These 60 minute webinars are the ideal resource for busy professionals looking to expand their knowledge and earn CEU's without leaving their desk!

To help you better prepare for the CAVS exam and your CAVS renewal, competencies within the CAVS Body of Knowledge will be identified for each webinar.

Plan for Strategic Healthcare Volunteer Engagement Advocate for Healthcare Volunteer Involvement
Attract and Onboard a Healthcare Volunteer Workforce Prepare Healthcare Volunteers for their Roles
Document Healthcare Volunteer Involvement Manage Healthcare Volunteer Performance and Impact
Acknowledge, Celebrate and Sustain Healthcare Volunteer Involvement    

2018 Webinars

January February March April
May June July August
September October November December


January

Human Trafficking: A Trauma-Informed Health Care Response

Thursday, January 25, 2018
3:00 p.m. ET, 2:00 p.m. CT, 1:00 p.m. MT, Noon PT

Human Trafficking:  A Trauma-Informed Health Care Response discusses the importance of using a victim-centered and trauma-informed approach when caring for a victim of any type of interpersonal abuse, neglect, violence or exploitation.  The webinar presents strategies and discusses the importance of this approach when caring for victims and survivors of human trafficking.  Gibbs leads Dignity Health’s Human Trafficking Response Program.   The webinar coincides with January being National Slavery and Human Trafficking Prevention Month.

Speaker:
Holly Austin Gibbs, leads Dignity Health’s Human Trafficking Response Program. She is a survivor of child sex trafficking and a nationally known expert. Holly regularly provides testimony and input to law enforcement officials, legislators, social service providers, human trafficking task forces, and journalists.

Click here to register

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Compassionate Communication: Effective Communication for Mind, Body and Spirit

Wednesday, January 31, 2018
2:00 p.m. ET, 1:00 p.m. CT, Noon MT, 11:00 a.m. PT

Participants will review case studies relevant to the healthcare environment and gain insight into the “Mind, Body, Spirit” communication connection in a healthcare setting. Through in-session engagement and interactive application, participants will apply active listening techniques, recognize verbal and non-verbal cues, pitfalls and platitudes to avoid, and paraphrasing and questioning strategies. Participants will gain greater confidence in the power of silence, in their personal communication style, and feel empowered and equipped to train healthcare professionals and volunteers alike.

Learning Objectives:

  • Recognize and apply appropriate and practical active listening techniques for the healthcare environment
  • Differentiate “thoughts” vs. “feelings” words through verbal and non-verbal cues
  • Acquire skills to plan and train volunteers using active listening techniques that engage the Mind, Body, Spirit communication style.

Speaker:
Leslie Amani, Coordinator of Spiritual Support Volunteers & Hospice Volunteers, Enloe Medical Center, Chico, CA

 

Click here to register

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February

Volunteers Providing Hand Massages for Cancer Patients: A Pilot Study

Wednesday, February 7, 2018
2:00 p.m. ET, 1:00 p.m. CT, Noon MT, 11:00 a.m. PT

On our mission to improve the patient experience, Mayo Clinic Volunteer Programs partnered with Oncology and Integrative Medicine to gather quantitative data validating the efficacy of hand massage in a clinical outpatient setting. This webinar will discuss the results of a pilot study which suggest that hand massage by trained volunteers can be integrated successfully into a busy outpatient chemotherapy unit. Medical staff may consider hand massage programs as a valuable nonpharmacologic symptoms-management strategy and as a complementary medicine option for improving the overall patient experience. This session will generate ideas for implementing a volunteer hand massage program and demonstrate how volunteers can become an integral part of the patient care team.

Learning Objectives:

  • Learn how to integrate volunteer services into patient care settings
  • Understand the impact of volunteer hand massage through quantitative research
  • Obtain knowledge about starting a volunteer hand massage program.

Speakers:
Kim VanRooy, Director of Volunteer Programs, Mayo Clinic, Rochester, MN   
Rebecca Hynes, Coordinator, Volunteer Programs, Mayo Clinic, Rochester, MN

Click here to register

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Creating a Human Trafficking Victim Medical Safe Haven in Resident Physician Education: A Synergistic Dynamic of Care

Thursday, February 22, 2018
3:00 p.m. ET, 2:00 p.m. CT, 1:00 p.m. MT, Noon PT

Creating a Human Trafficking Victim Medical Safe Haven in Resident Physician Education:  A Synergistic Dynamic of Care presents a solution for providing the long-term medical care essential for human trafficking victim and survivor recovery.  A logistical framework, best practices and training curriculum will be presented based on a highly successful medical safe haven incorporated into Dignity Health’s family medicine residency clinic.  The program presents a viable, low-utilization construct for providing widespread survivor-led, victim-centered, trauma-informed medical care to human trafficking victims and survivors while concurrently training the future physician workforce to recognize and appropriately treat this vulnerable patient population.


Speaker:
Ron Chambers, MD, FAAFP, Program Director of the Dignity Health Methodist Family Medicine Residency Program and Medical Director for the Mercy Human Trafficking Clinic.

Click here to register

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March

Volunteer Partnership With Community College Nursing Program

Wednesday, March 7, 2018
2:00 p.m. ET, 1:00 p.m. CT, Noon MT, 11:00 a.m. PT

In early 2014, CMC-Mercy, a 196 licensed bed hospital began experiencing a shortage of nurses and requests increased for volunteers. With successful engagement with the local community college, the nursing student volunteers fulfilled a volunteer role, which set them at the forefront with patients, families and staff. As of this date, 48% of the nursing student volunteers are current teammates of our hospital system.

Learning Objectives:

  • Identify new ways to implement recruitment tools with a Nursing school program
  • Understand the long term outcome of utilizing a nursing program in your volunteer department
  • Analyze alternative solutions to volunteer requests within the departments

Speaker:
Shelly Dul, Volunteer Coordinator, Carolinas Medical Center - Mercy, Charlotte, NC

Click here to register

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Volunteers Promoting Patient Experience Through Advisory Committees

Wednesday, March 14, 2018
2:00 p.m. ET, 1:00 p.m. CT, Noon MT, 11:00 a.m. PT

The Volunteer Services department of Children's National Health System is enhancing patient experience and promoting leadership engagement through volunteer initiatives and partnership with advisory committees. A discussion of how a Patient and Family and Volunteer Services Advisory Committees' collaboration can focus on increasing the presence of patient, families and volunteers in major hospital decisions, committees and taskforces, employee training and activities, volunteer training and events, and technology and sustainability innovation. Monthly meetings create a forum for shared discussion of all aspects of the patient and family experience—from the logistical challenges of visiting the hospital, to concerns over organizational structure, to billing and insurance. Since our Patient and Families and Volunteer Services Advisory Committees began their collaboration four years ago, they have met with our hospital administrators, strategic planning team, and security team to provide input on major changes within the organization

Learning Objectives:

  • Identify tools to promote volunteer engagement to leadership and board members
  • Learn how to identify and understand policies used by volunteers in patient experience initiatives
  • Demonstrate the impact and results from volunteer engagement in patient experience initiatives.

Speaker:
Fernanda Vessio, MBA, Manager Volunteer Services, Children’s National Health System, Washington, DC

Click here to register

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April

Best Practices in Successfully Training Volunteer Mentors

Wednesday, April 4, 2018
2:00 p.m. ET, 1:00 p.m. CT, Noon MT, 11:00 a.m. PT

Training mentors on how to best utilize volunteers should be done on a varied and continual basis. Session attendees will learn different approaches to successfully train employees that work with volunteers, including; mentor awards, mentor newsletters, and a mentor toolkit. Challenges volunteer programs face will be addressed with targeted solutions discussed.

Learning Objectives:

  • Learn different methods, using various mediums, to train volunteer mentors on the best ways to utilize volunteers.
  • Identify which methods will best fit your program and hospital.

Speakers:
Gabrielle Montoya, Project Specialist in Volunteer Services, Houston Methodist Hospital, Houston, TX
Mandy Guest, Director of Volunteer Services and Gift Shop, Houston Methodist Hospital, Houston, TX

Click here to register

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Patient Experience: Improving Volunteer Retention & Patient Care Delivery

Wednesday, April 11, 2018
2:00 p.m. ET, 1:00 p.m. CT, Noon MT, 11:00 a.m. PT

From 2012 to 2014, the Volunteer Services department in the Central Division of Carolinas HealthCare System was only retaining 45% of their new volunteers longer than 6 months. Of those, only 9% still volunteer. In 2014, the department came under the management of the Patient Experience team, who taught the staff to understand the concepts of empathy, how to understand the patients’ needs, and how to develop volunteer roles that meet those needs. From that point forward, the department has retained nearly 60% of its new volunteers longer than 6 months. This presentation will empower learners to work with their facility’s Patient Experience team to understand what drives the patient experience and how to strategically place volunteers in roles to help meet patient needs. Through roleplay, we’ll also see how important it is to teach volunteers about empathy and how their role truly impacts the patient experience and the future of healthcare. Participants will come away understanding how a patient-centered volunteer program will cultivate volunteers who are engaged and will stay with the program at a much higher rate.

Learning Objectives:

  • Acquire knowledge on how to develop volunteer service descriptions that reflect the volunteer's role in the patient experience
  • Gain understanding how to work collaboratively with their respective Patient Experience teammates to place volunteers in roles that meet the needs of the patients served
  • Improve volunteer retention by ensuring volunteers understand their role and the long-term effect and impact they make with patient experience.

Speaker:
Chris Perez, Patient Experience Manager at Carolinas Medical Center, Charlotte, NC

Click here to register

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May

Techniques to Improve HPC Volunteer Programs

Wednesday, May 16, 2018
2:00 p.m. ET, 1:00 p.m. CT, Noon MT, 11:00 a.m. PT

Techniques to Improve your Hospice and Palliative Care Volunteer Program or any Volunteer Program. Learn about creative ways to grow your volunteer program and to improve your ability to manage your volunteer program by building relationships and creating a solid staff. Find out about caring for and honoring our Veterans, especially at end of life and how the volunteer department can make a difference for them.

Learning Objectives:

  • Attendees will under the importance of Professional Proficiency
  • Attendees will identify best practices to support a HPC volunteer program or any volunteer program
  • Attendees will understand how to create solid Staff & Volunteer Relationships
  • Attendees will gain an understanding of Military Culture, its impact on the final battle – End of Life

Speaker:
Barbra Swann, CAVS, Program Analyst, Department of Veterans Affairs, Capitol Health Care Network, Randallstown, MD

Click here to register

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Why & How to Recruit Millennials & Gen Z?

Wednesday, May 23, 2018
2:00 p.m. ET, 1:00 p.m. CT, Noon MT, 11:00 a.m. PT

Millennials have surpassed Baby Boomers as the nation’s largest living generation, according to the U.S. Census Bureau. Millennials, whom we define as those ages 18-34 in 2016, now number 75.4 million, surpassing the 74.9 million Baby Boomers (ages 51-69). The purpose of this presentation is to openly discuss the importance of succession planning, how to effectively recruit a younger generation of volunteers...the average age of our volunteer population is 39! (YES! It can be done) and how to retain a generation that 60% of its 22-32 year old's have said to have changed jobs between one and four times in the last five years, according to State Street Global Advisors. It is all about WIIFM! This presentation is best for metro and urban market hospitals.

Learning Objectives:

  • Why the future of our volunteer programs rests in the hands of 18-34 year olds
  • How to effectively recruit the Millennial & Generation Z's
  • The importance of retaining Millennials and Gen. Z's to your volunteer programs and institutions.

Speakers:
Ashley N. Clos, Director of Volunteers, Community and Government Relations, The Christ Hospital Health Network, Cincinnati, OH
Madison Kramer, Senior Volunteer Coordinator, The Christ Hospital Health Network, Cincinnati, OH

Click here to register

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June

Auxiliary Fundraising 101

Wednesday, June 13, 2018
2:00 p.m. ET, 1:00 p.m. CT, Noon MT, 11:00 a.m. PT

This session will include detailed information on how to host successful fundraisers by utilizing your talented volunteers already on your team. Everyone wants to be part of something successful. Learn how to bring your volunteers to the table and allow them to be part of the planning process in creating great new fundraisers. You will learn about numerous ‘tried and true’ fundraising ideas that have proven successful. Discover new creative, fun, seasonal and calendar-specific gift shop promotions your customers will enjoy.

Learning Objectives:

  • How to plan a successful fundraiser
  • How to engage volunteers to support the fundraising process
  • How to involve the community in your fundraising efforts.

Speaker:
Mary Plathe, Volunteer Services Manager, Orange City Area Health System, Orange City, IA

Click here to register

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July

Compassionate Care with Tails: Creating or Reviving an Animal Program

Wednesday, July 25, 2018
2:00 p.m. ET, 1:00 p.m. CT, Noon MT, 11:00 a.m. PT

This proven five-step action plan explains the process of creating, reviving, or upgrading your hospital animal program.  Learn tactics for efficient administration of an effective, safe, no-cost Animal Assisted Activity program and the path to time savings and problem avoidance, while delivering more compassionate care.  
Understand differences between how hospital volunteers and therapy dogs deliver compassionate care, as well as the medical and emotional benefits of compassionate care delivered by therapy dogs – the case for support of your animal program.

Learning Objectives:

  • Understand how compassionate care through therapy animals can improve quality of life in a hospital for patients, visitors and staff safely and at no cost
  • Learn the five steps that lead to an effective Animal Assisted Activity Program
  • Discover how to maximize efficiency and minimize hassle while implementing a safe, compassionate hospital Animal Assisted Activity Program.

Speakers:
Karen Langley, Director of Volunteer Services, Doylestown Hospital, Doylestown, PA
Joyce Rivas, Animal Assisted Activity Chair, Doylestown Hospital, Doylestown, PA

Click here to register

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August

Thrift Shop: Turning to Population Health

Wednesday, August 15, 2018
2:00 p.m. ET, 1:00 p.m. CT, Noon MT, 11:00 a.m. PT

This purpose of this session is to provide an opportunity for those who manage a hospital thrift shop to highlight some of the positive impacts the thrift shop can provide to both the health system and to the community as a whole. In the past five years, we have shifted the mindset of our thrift shop from “a thrift shop to support hospice” to a means to support the underserved in our entire community. Our customers received information on health services that are available in our community. We will also lead an interactive session for the participants to share what areas of opportunities they have within their own health system to provide support – informational and financial. We will encourage all the participants to create at least three opportunities they can promote for their thrift shop to “serve the community".

Learning Objectives:

  • Discuss community needs that have been identified and supported by the Thrift Shop
  • Review types of events that have been promoted to support the identified needs
  • Discuss among attendees opportunities to support the community while promoting the services of their health network.

Speaker:
Beth Daddario,CAVS, Director Volunteers, Retail & Guest Services, Inspira Health Network, Vineland, NJ

Click here to register

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October

Discharge with Dignity: How the Thrift Shop can Make a Difference

Wednesday, October 24, 2018
2:00 p.m. ET, 1:00 p.m. CT, Noon MT, 11:00 a.m. PT

Will discuss concept and launch of "Discharge with Dignity" program for unfunded/indigent discharging patients. Share concept and process of working with Case Management and Care Transitions team to provide DME and other necessities to patient population vulnerable to readmission. Example of community awareness projects including fundraising fashion show, homeless outreach project, battery and light bulb recycle projects and acting as "Cool Zone" during warmer weather periods.

Learning Objectives:

  • Partner with Nursing Units and Case Management to "Discharge with Dignity"
  • Assist Care Transition Team with items for vulnerable patient population
  • Increase hospital positive perception in the community.

Speakers:
Linda Van Fulpen, CAVS, Manager of Volunteer Services,Sharp Grossmont Hospital, La Mesa, CA
Kay Andalis, CAVS, Junior Volunteer Coordinator, Sharp Grossmont Hospital, La Mesa, CA

Click here to register

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Discounts for Affiliated Chapters

AHVRP is excited to offer its chapters a reduced group rate for AHVRP’s webinars. This pricing gives chapters a chance to offer their members a variety of educational opportunities and earn Continuing Education Units (CEUs) while attending their state/regional meetings.

The main contact ONLY pays the member rate of $39.99.  There is NO charge for each additional individual to participate.  All participants receive CEUs.

Qualifying groups agree to:
*Contact AHVRP two weeks prior to webinar.
*Meet the number of required participants in a group.
*Provide a single payment for all registrations payable to AHVRP.
*Provide a complete Excel formatted list of contact information for all participants to receive CEU credit.

Contact AHVRP at ahvrp@aha.org or 312-422-3939 for additional details.


NOTE:  Recorded webinars are not eligible for CEU credit.

FREE Archives for Members

Quantifying the Quality of Care Provided by Volunteers in Health Care (Math Can Be Fun!)

Joan M. Miller, MHA, Director of Member Relations, American Hospital Association

Volunteers play an active role in supporting the missions of health care organizations. Yet the story of their impact is not always being told effectively. This webinar, particularly designed for DVSes who are new to data collection or who are just beginning to consider approaches to reporting outcomes, offers sample approaches on how directors of volunteer services can use data and outcomes measurements to portray the results of volunteer efforts on patients, families, and health care organizations. Click here to download.


The 2013 Winners of the AHVRP Extraordinary Program Award

Presenters: Nancy Williams, CAVS, and Sherri Guertin, CAVS

Overview:  Nancy Williams, CAVS, former AHVRP board member and director of volunteer services from Columbus Regional Healthcare System in Columbus, Ga., talks about her hospital's NICU Parent Advisory Council.  Comprised of family members and friends who are passionate about ensuring the best care in the Neonatal Unit, the Parent Advisory Council advocates for NICU patients and families.

Sherri Guertin, CAVS, director of volunteer services at Riverside Medical Center in Kankakee, Ill., presents her "Silhouette" program.  Riverside Medical Center developed a unique program to allow pre-med, nursing, and other health care career college students an in-depth, immersion experience in a specialty in which they have a potential interest in studying further.
Click here to download


Basic Training: First Steps and Critical Building Blocks to Better Assessment

Presenter: Dr. James Pogue

Overview:  Helping decision makers understand the critical importance of their departments is part of the tireless work of DVSes. This webinar will help you act as a translator for your volunteers and the critical work they do in improving the patient and family experience.

Learning Objectives:
1. Increase your ability to connect numbers to outcomes.
2. Differentiate between process and outcome measures.
3. Increase your understanding of how to align your service areas to organizational strategic priorities.

James H. Pogue, PhD, has worked in higher education for nearly 15 years with a focus on organizational improvement, efficiency and leadership.  He has consulted with not-for-profits and higher education institutions.  His earned his BS from Grambling State University and a Ph.D from The University of Arizona.
Click here to download 


Benchmarking - The Financial & Management Assessment Tool That's Getting Management's Attention
Many volunteer organizations have enough trouble just getting their message out – via newsletter articles, a media or corporate website mention, a management leadership presentation, or a presentation to community partners. And, most volunteer organizations don’t have benchmarking data available to help support their story and/or areas of need. This program shows attendees how to gather benchmarking data to add impact to their message and/or add weight to their requests for additional support – based on benchmark data from similar organizations, and how to integrate this data into financially-focused and performance-based management reports / presentations. Click here to purchase

Human Resource and Federal Law Gems: What DVSes Need to Know About Key Legal Regulatory Issues
Though not as regulated as the paid workforce, volunteer administrators encounter issues faced by directors of human resources.  Learn best practices of both professions and tips on how you can strengthen HR-related policies in your department.  Hear case studies from our panel of experts about how DVSes can handle a variety of situations related to health care volunteer management. Click here to purchase

Creating and Creative Annual Reports without Outsourcing: Demonstrating Your Value
Attendees from the AHVRP 2013 conference raved about "creative ideas" for preparing data that are "easy to put into practice." Learn how to know what to track and determine what new statistics should be tracked a year in advance of publishing an annual report; understand the nuts and bolts of creating an annual report, as well as how to create simple enhancements to elevate the finished product (templates provided); and how to develop a wide distribution list to appropriately tell your story to a variety of audiences. Click here to purchase

Developing a Volunteer Handbook
This session helps identify reasons to create and implement a volunteer handbook, provide outlines of items to include and discuss the difference between a Volunteer Handbook and Orientation Manual.  Participants receive a sample handbook. Kathy Head is a 26-year professional in Volunteer Management; earning her Certified Administrator in Volunteer Services credential in 2010.  Kathy has worked for the American Red Cross recruiting and training volunteers to teach others the life-saving skills of CPR and first aid; with Kaiser Permanente as a Health Educator; with Lifebanc the organ procurement organization for Northeast Ohio; with University Hospitals of Cleveland as
Director of Volunteer Services; and currently with Summa Health System as the Team Leader for Volunteer Services for Summa at Home.  She has presented at local, state and national conferences on health-related and volunteer management topics. Click here to purchase