Upcoming Events

July 30, 2014
AHA/HPOE webinar
The Current State of Patient and Family Engagement Strategies in American Hospitals
2:00 p.m. ET, 1:00 p.m. CT, 11:00 a.m. PT (75 minute webinar)
Moderator: Maulik Joshi, DrPH, President, Health Research & Educational Trust

September 9, 2014
AHVRP webinar
Patient & Family Ambassador Programs: High Touch, High Impact Volunteer Assignments
2:00 p.m. ET, 1:00 p.m. CT, 11:00 a.m. PT (90 minutes)
Presenters: Angela Berns & Kathy Berube

Visit our webinar page to register!

Save the date!
AHVRP 2014 Conference
August 19-22, 2014
Hyatt Regency Crystal City
Washington, DC, metro area
Guest room rate is $159
Learn More

AHVRP 2015 Conference
September 19-22, 2015
Marriott World Center
Orlando, FL







AHVRP Webinars & Archives
AHVRP webinars offer you the chance to learn new trends, best practices, and applicable tools from industry experts, fellow DVSes and retail managers in the healthcare volunteer field.  These 75-90 minute webinars are the ideal resource for busy professionals looking to expand their knowledge and earn CEU's without leaving their desk!  Be sure to review the long list of available audio call/webinar recording archives below.  Each live webinar is available for purchase as an archive.

July 30, 2014
AHA/HPOE webinar
The Current State of Patient and Family Engagement Strategies in American Hospitals
2:00 p.m. ET, 1:00 p.m. CT, 11:00 a.m. PT (45 minute webinar)

Together with the Gordon and Betty Moore Foundation, the Health Research & Educational Trust will share the results of a survey that studied the extent to which U.S. hospitals use a range of recommended patient and family engagement strategies, such as giving access to medical records, having 24-hour visitation policies and conducting nurse shift-change reports at the patient's bedside.
This webinar will feature three case studies, all of which excel in engaging patients and their families: the University of Illinois Hospital and Health Sciences System, Health Central Hospital in Florida and Schneck Medical Center in Indiana.
• Moderator: Maulik Joshi, DrPH, President, Health Research & Educational Trust
• Dominick Frosch, PhD, Patient Care Fellow, Gordon and Betty Moore Foundation
• Airica Steed, EdD, Enterprise Chief Experience Officer, University of Illinois Hospital and Health Sciences System
• Bibi Alley, Patient Advocate, Health Central Hospital
• Tammy Dye, Vice President of Clinical Services, Schneck Medical Center
• Suki Wright, Director of Organizational Excellence and Innovation, Schneck Medical Center

This webinar is available free of charge but advanced registration is required. To register click here.

AHVRP will award continuing education credit (1.0) hours for this presentation, but you must email Meghan with that request.

Patient & Family Ambassador Programs: High Touch, High Impact Volunteer Assignments
September 9, 2014
2:00 p.m. ET, 1:00 p.m. CT, 11:00 a.m. PT (90 minute webinar)
1.5 CEU credit hours will be awarded for this presentation.

Presenter(s): Angela Berns, Manager, Volunteer Services, UnityPoint Health - St. Luke's & Kathy Berube, CAVS, Director of Volunteer Services, Maine Medical Center

Volunteers are a valuable part of every hospitals workforce. With proper training, department engagement and supervision, volunteers can be incorporated as a team member into any hospital department. The Volunteer Ambassador Program is a highly successful, compassion-based and service-oriented improvement initiative. Ambassadors can be in direct patient contact roles and impact the patient family experience. The ambassadors assist both the staff and families with support service, which are non-clinical in nature and also help identify potential concerns/complaints that can be dealt with while the patient/family is still receiving care.

Member cost:  $39.99
Non-member cost:  $59.99

To register, click here.

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.

First person (main contact) pays member rate of $99 and each additional member pays $25 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.

FREE Archives for Members

Quantifying the Quality of Care Provided by Volunteers in Health Care (Math Can Be Fun!)
Education Credits: 1.5 Contact Hours = .15 CEUs
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
Education Credits: 1.5 Contact Hours = .15 CEUs
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
Education Credits: 1.5 Contact Hours = .15 CEUs
Presenter: Dr. James Pogue
Overview:  Helping decision makers understand the critical importance of their deparments 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 

Remember to email ahvrp@aha.org to request CEU credit.

FREE Webinar Recordings on HCAHPS Curriculum

AHA's division of Health Research & Educational Trust (HRET) has established Patient Safety Learning Networks in coordination with the Agency for Healthcare Research and Quality (AHRQ).  They are offering a series of free archived webinars on HCAHPS information.  Visit their website to create an account and access the free webinars on "Using Data Effectively" and "Nursing Communication."  Additional free webinar recordings will be available on their website throughout the year.
Please note that AHVRP will not be distributing CEU's for these webinars. Learn more about Patient Safety Learning Networks at http://www.psl-network.org/

Webinar Archives

CD includes recording, handouts, and CEU's upon completion of evaluation.

 Type  Price                               
 Member  $39.99 - $99  
 Non-member  $59 - $199  

Download Webinar Archive Order Form

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

HCAHPS and Value-Based Purchasing: New Assets for Hospital Volunteer Resource Professionals (June 2013)
Volunteers may be “free,” but the value of their services is immense. With the linkage of reimbursement to HCAHPS scores, many hospitals are refocusing on volunteer programs as an essential foundation of patient experience improvement. This webinar will provide an overview of HCAHPS and how it relates to value-based purchasing, describe volunteer programs that are improving the patient and staff experience, and explore how to leverage HCAHPS and VBP in your organization. Learn more...  Members, click here to download free webinar recording.

Patient-and Family-Centered Care: Assessing & Enhancing Your Volunteer Program (March 2013)
Assessing one's volunteer department and overall program through the lens of patient-and family-centered care highlights the inspiring and incredible contribution that volunteers do and can make with the healing experience. This session will help you understand and identify opportunities to strengthen and enhance your program. Learn more...

Interns Rock: Nuts & Bolts of Designing an Intern Program for the Volunteer Services Office (February 2013)
Learn the steps to create and implement a successful internship program for the volunteer office, expanding the DVS' staff resources and increasing the productivity and quality of your volunteer program. Learn more...

AHVRP's 2012 Extraordinary Program Award Recipients (January 2013)-FREE WEBINAR
This is the first of three FREE webinars AHVRP offered to members in 2013.  AHVRP's 2012 EPA recipients will share details of their winning programs: "Health Smarts While You Wait" and "Diagnoses Day."  Learn more about these programs and listen to the webinar.

Constant Readiness: Recommendations for The Joint Commission Standards (2012)
Purchase and download webinar today-Save on shipping charges. Review past, present and future standards to offer practical options for understanding and complying with the Joint Commission Standards. Topics include surveys, tracer methodology, and new standards that apply to healthcare volunteers More...

Best in Show: How to Build a Successful (& profitable) Pet Therapy Program From the Paws Up! (2012)
This workshop will outline the steps to conceiving, designing and implementing a successful hospital pet therapy program. Topics covered include how to recruit for your design committee, handler recruitment and screening, dog evaluation process, effective handler/dog team training, scheduling and expansion. More..

The Financial Implications of Volunteerism in Healthcare- Cost-Benefit Analysis (2012)
Clyde Taylor provides non-financial oriented Volunteer Services leaders with a basic understanding and working knowledge of cost-benefit analysis. Clyde presents cost-benefit analysis in a way that helps justify programs and services.  This archive includes exercises and handouts that can immediately be put into practice. More...

Constructive Discipline (2012)
Paul reviews the various techniques he has used to manage volunteers' expectations related to the norms and culture of his institution and defines success and service up front to help candidates understand what is expected of them as a volunteer at his hospital. More...

Today's Retiree in New Volunteer Roles (2012)
Today's retirees have skills they want to use.  Today's hospitals have new needs. Matching skills with needs has always been our job.  This session will help you learn to be creative and find new ways to serve the hospital while fulfilling the volunteer's desire to help.  More...

Volunteers-The Secret Agents for HCAHPS Improvement (2012)
Find out the top 11 things that patients fear and how behaviors and services provided by volunteers can calm patient fears and make your department one that is a model for all other hospital entities.  More...

Extraordinary Program Award Winners (2012)-Discounted archive price of $25 for all AHVRP Members.
The winners of the AHVRP Extraordinary Program Award (EPA) describe their programs on Fall Prevention - Safety Monitor Volunteer Program and Medical Equipment Recycling Program (MERP). More...

Best Practices for Junior Volunteers
Learn about three different Junior Volunteer Programs in three different hospitals and participate in a discussion of what worked and didn't work for each specific program.  More...

Beyond the Basics: A Strategic Approach to Advancing Volunteer Services
Designed for experienced volunteer directors, learn how to better evaluate and develop you department operations. More...

GROW YOUR OWN: Component of a Great Youth Volunteer Program
Learn the basics of building and running a great youth program; helpful “Toolkit” included! More...

Out of the Box Interviewing and Placement
Three different Best Practices for Interviewing and Placement will be presented giving you ideas of how to place volunteers, when in the process to interview and orient, and much more. More...

Recruitment vs. Retention: The Financial Bottom Line
Learn tools in selection, training, and feedback that will keep your volunteers around, saving you the cost of on-boarding new volunteers! More...

Volunteer Nurse Program
A panel of experts will discuss how to successfully implement a Volunteer Nurse Program.  More...

Retail Webinar Archives

Adventures at Market: A Tale of 2 Buyers (Atlanta, Dallas, Las Vegas) (March 2013)
Two seasoned market shoppers share tips, trends, and their preferred list of vendors.  This webinar will also cover retail trends, spring and holiday color palettes, and marketing strategies to get your gift shop products sold! Learn more...

To Facebook or Not to Facebook...Why You Should Create a Page for your Gift Shop (2012)
Have you wondered about creating a Facebook page for your gift shop? Technology is your social media friend, so join us and learn how easily it can be added to your marketing strategy! This audio conference will give you some basic how-to's for creating as well as enhancing your gift shop's Facebook page. More...

Doing More with Less: Challenges of Wearing a Dual Hat
Trends in hospital gift shops are changing as more and more Volunteer Directors/Managers are wearing a dual hat of Volunteer Manager and Gift Shop Manager .More...

Marketing: You CAN Do It!
Move your Gift Shop forward by reviewing basic marketing principles and looking at “real world” examples of successful hospital gift shop marketing. More...

Retail Revival
Learn the retail operation’s 3 R’s!  Renewing, Refusing, and Re-educating. More...



Basic Training; The First Steps and Critical Building Blocks to Better Assessment