Volunteer Expectations and guidelines
PHS-Optage Expectations and Guidelines for Volunteers
Recording Volunteer Hours
It is very important that all volunteer hours are recorded. Recording volunteer hours provides us with the necessary documentation to maintain our nonprofit (501c3) status and helps us recognize and celebrate the number of hours each volunteer has spent with our organization. If you are unfamiliar with the process of logging hours through MyImpact, please contact your volunteer coordinator for assistance.
Nametags
Nametags will be given to you during your orientation. We require that all volunteers interacting with clients wear nametags so that our clients and their families understand who our volunteers are. If you will not be interacting with clients (such as in the Optage Meals kitchen), nametags are optional but encouraged.
Customer Service
Optage has six goal areas that help us create smiles in the eyes of our clients:
- Showing caring and compassion
- Demonstrating service excellence
- Having engaged people
- Practicing good stewardship
- Displaying Christian ministry
- ...All of which results in growth and innovation
Appearance/Apparel
Personal appearance is important when representing Optage to our clients and their family members. At Optage, modesty is the norm. Your choice of dress and appearance must be respectful of the values and expectations of those we serve.
Dress neatly and appropriately according to your specific role. If you are volunteering in the kitchen, feel free to wear clothes that you are comfortable getting messy in. Examples of inappropriate pieces of apparel include short shorts, revealing tops, and T-shirts with offensive messages. Shoes must be worn at all times, and closed-toe shoes are recommended in the Optage Meals kitchen. Remember that your appearance reflects our organization as a whole.
Schedules
Your volunteer coordinator will be in contact with you while creating monthly volunteer schedules. Please call your volunteer coordinator as soon as possible if you are unable to volunteer after you have been scheduled. At Optage Meals, clients depend on us to get their meals for the week, and last-minute cancellations can put more stress on our full-time drivers. If you need to cancel a driving shift within 24 hours, please contact your volunteer coordinator and the driver you primarily pick up meals from.
Time Away
If you know ahead of time that you will be busy during your normal shifts, please notify your volunteer coordinator as soon as you’re able to. You are more than welcome to take a longer leave from volunteering if necessary (ex. snow birding, health complications, or other personal issues), but please keep your volunteer coordinator updated on when or if you intend to return in the future.
Illness
If you are ill, please do not volunteer. Because of the possibility of getting our clients sick, we cannot allow anyone to volunteer with a suspected or actual infection. If you have questions about whether you are allowed to volunteer because of a medical issue, please call your volunteer coordinator.
Change of Personal Information
If you change addresses or get a new phone number or email address while volunteering with us, please make those updates in your MyImpact account so we have the most recent contact information for you. In order to make those changes, first log in to your MyImpact account. Click on the “My Profile” button, click on the “Contact Information,” make your changes, and then click the “Save” button when you are finished.
Background Checks/Safety Precautions
Because we work with vulnerable adults, any volunteer who interacts with clients or sees private client information must pass a background check. After the background check is processed, we may require you to be fingerprinted as well. The fingerprinting appointment cost will be covered by Optage, and your volunteer coordinator will reach out to you with more specific information if fingerprints are needed. The fingerprinting appointment must be completed within 10 days of the background check being initiated or else the background check must be initiated again. We may also ask for references during your onboarding process who can speak to your qualifications and character.
Because it costs our organization around $50 to conduct each background check, we kindly ask that you are committed to volunteering with us before we run your background check.
Medicine and Food
Volunteers are not permitted to assist any client with taking medication or eating. By law, extensive training is required to assist individuals who need help to eat.
If you need to eat snacks or take medicine during your shift (specifically while working in the Optage Meals kitchen), please contact your volunteer coordinator to figure out appropriate accommodations. If you are on any medications that could cause physical or mental impairment, you unfortunately cannot serve as a delivery driver for our organization. If you have any questions about whether you can volunteer as a delivery driver while on certain medications, please contact your volunteer coordinator.
Personal Items
Optage is not responsible for lost or missing items. If you are volunteering in one of our facilities, there will be a provided area to safely leave your belongings. If you are volunteering as a delivery driver or a hospice visitor, you will be responsible for protecting your personal belongings on your person or in your car.
Telephone
Personal phone usage should be kept to a minimum while volunteering. We ask that our volunteers refrain from making or receiving phone calls during their shifts unless there is an emergency. Please silence your ringtones while interacting with clients in any way.
Smoking/Tobacco
PHS-Optage campuses, including the grounds, are tobacco free. Smoking and the use of tobacco is not allowed in any care home building or on the surrounding property.
Drugs and Alcohol
Possessing and/or using alcohol or illegal drugs in any form is prohibited while actively volunteering.
Weapons
PHS-Optage strives to maintain a safe environment for our clients, their families, staff members, and volunteers. Weapons may not be brought onto Optage grounds, into Optage facilities, or into clients’ homes.
Liability and Insurance
If you are injured while completing your volunteer duties on behalf of PHS, your health insurance will be used as the primary coverage.
Additionally, the following will not be covered by PHS insurers:
- damaged, lost, or destroyed property and personal effects of volunteers
- dishonest, fraudulent, criminal, or malicious acts done by volunteers
It is important to understand the laws regarding automobile insurance and coverage.
Each volunteer driver for Optage must have the minimum amount of liability insurance required by the state. During the onboarding process, we will ask to see a photo of your insurance card and will check to make sure it’s not expired. If you use your own car while volunteering for PHS-Optage, your personal auto liability insurance will, by law, be considered the primary coverage for any accidents or injuries.
In the event that you get into a car accident while using your personal vehicle during your shift, any damage to your vehicle would fall under your personal automobile insurance coverage. Similarly, any third-party property damage or bodily injury claims resulting from you using a personal vehicle while volunteering on behalf of PHS-Optage would also fall under your personal automobile coverage.
PHS-Optage requires that all personal vehicles used by volunteer drivers be in good working order. Each volunteer driver must also have a valid state-issued driver’s license.
PHS-Optage does not allow volunteers to transport clients in their personal vehicles under any circumstances. Please alert a nearby staff member or your volunteer coordinator if a client is explicitly requesting to be transported by vehicle.
If you have any questions regarding liability and insurance coverage, please talk to your volunteer coordinator.
Accepting Gifts
It is the policy of Optage that individual volunteers (and employees) are prohibited from accepting gifts from clients. Gifts are defined as cash and/or checks in the form of a tip, financial assistance in any form, gifts-in-kind (items like food or clothing), or personal possessions.
However, we recognize that clients have a right to exercise their own choices. After the refusal of a gift, some clients may be insistent on giving you the gift anyway. You may accept the gift only if continuing to refuse it would cause the client unnecessary distress or cause them to act out in aggression. If you receive a gift after refusing it several times, please give the gift to your volunteer coordinator to be processed appropriately. This policy of not receiving gifts is in place to prevent clients from being intentionally or unintentionally treated unfairly. If a client is continually trying to offer you gifts, please alert your volunteer coordinator.
Supervision
We strive to keep the line of communication open between volunteers, volunteer coordinators, and the members of each department that volunteers work in. Your volunteer coordinator is your main line of communication for any questions or concerns you may have, so please do not hesitate to ask for help if any issues arise. Volunteers are expected to comply with the information in this handbook. You may be assigned to a supervisor while volunteering who will give you more specific information about your volunteer duties.
Dismissal
You will be dismissed as a volunteer should any of the following conditions exist:
1. Evidence of being under the influence of alcohol or illegal substances while volunteering
2. Disruptive, abusive, or inappropriate conduct
3. Excessive absences without notification
4. Criminal acts including, but not limited to, theft
5. Selling or soliciting to clients or Optage employees
A volunteer may also be dismissed at the discretion of Optage management and the volunteer coordinator for other reasons that will be communicated to the volunteer at the time of dismissal.
Vulnerable Adult Reporting
The Vulnerable Adult Act is a law that was enacted by the State of Minnesota to protect individuals living in a care community or who, regardless of place of residence, are unlikely to report abuse or neglect without assistance because of emotional status or physical or mental function. PHS-Optage has chosen to adopt the Vulnerable Adult policies and procedures for all our residents and clients.
Examples of client maltreatment are categorized into three different areas: abuse, neglect, and financial exploitation. Examples of client maltreatment that could result in immediate termination of your volunteer status include, but are not limited to:
- Speaking to a client in a manner intended to humiliate
- Yelling at or threatening a client
- Excessive use of force or physical acts which cause pain, suffering, or injury to a client
- Hitting, slapping, pinching, jerking, shoving, burning, or making inappropriate gestures towards a client
- Ignoring clients who ask for or need assistance
- Eating food that belongs to a client
- Any sexual contact toward a client
- Accepting money or a gift from a client through unsuitable influence or trickery
- Misappropriation or use of a client’s property
In accordance with state and federal laws, all instances of resident/client abuse, neglect, or maltreatment must be reported. Any employee or volunteer providing services to Optage clients who has knowledge of abuse or neglect of a vulnerable adult, or who believes that a vulnerable adult has sustained an injury that is not reasonably explained, must immediately report the information to staff members or your volunteer coordinator. Please inform the client you are working with that you are required to make a report before completing the report.
Confidentiality and Privacy
Our clients have the right to have personal information held in confidence. General information, such as clients’ interests, may be shared with other volunteers, but even general information should not be shared outside of Optage. As a volunteer, you may not discuss confidential information with other volunteers, residents, your family members, or your friends. Do not share personal stories or embarrassing information about clients with any other individuals.
To respect the privacy of our clients, please knock before entering a client’s room or home, identify yourself, and explain the purpose of your visit.
Corporate Compliance
PHS-Optage is committed to being a good corporate citizen of our community, state, and nation. As a part of our code of conduct, PHS-Optage expects that volunteers and employees will:
1. Strive to deliver or enhance quality healthcare services
2. Comply with all applicable laws and regulations that affect our various businesses
3. Engage in ethical business relationships
4. Avoid conflicts of interest or the appearance of any impropriety
5. Protect PHS’ property and respect the property rights of others with whom we do business
6. Respect each other as human beings and healthcare professionals
Any volunteer who suspects that someone has violated the code of conduct, compliance guidelines, PHS’ policies or procedures, or any applicable state or federal law should immediately report their suspicions to their volunteer coordinator, site leader, or the corporate compliance officer. Volunteers may also call PHS’ Corporate Compliance Helpline at 651-631-6168 if they are uncomfortable talking with the above individuals.
Harassment
PHS-Optage strictly prohibits offensive behavior toward its employees and volunteers by any person in any form. This is consistent with the PHS policy and practice of maintaining an environment that is free from offensive behavior and remarks related to anyone's appearance, race, color, creed, religion, national origin, gender, pregnancy, marital status, disability, age, status with regard to public assistance, or sexual orientation.
Offensive behavior includes, but is not limited to, sexual harassment, verbal and nonverbal harassment, and physical harassment. Offensive behavior prohibited by this policy also includes requests to engage in illegal, immoral, or unethical conduct, or retaliation for making a complaint. If a volunteer engages in offensive behavior while volunteering, management will intervene in an appropriate manner.
If you feel you are being harassed or observe any inappropriate behavior, please make a report to your volunteer coordinator. We do not tolerate any kind of harassment at PHS-Optage.
Tax Deductions
When completing income tax forms, volunteers may deduct out-of-pocket expenses that were incurred while volunteering at Optage. Those expenses may include mileage accrued and gas money spent while volunteering as a driver. We encourage you to consult your personal tax advisor regarding deductions related to volunteer activities.
Safety and Emergency Procedures
Resident Care
Do not lift or move a client, untie a restraint, or remove an alarm, even at a client’s request. If you are in a home care environment, find a nearby staff member if a client is making requests related to their personal care. If you are in a client’s personal home, tell the client you are unable to help and notify your volunteer coordinator if the situation appears concerning.
Infection Control
Please use the following procedures to do your part in preventing the spread of infection:
1. Wash your hands thoroughly and often. Many of the people we serve have a lower resistance to illnesses, and thorough hand washing by all volunteers and staff members is vital for infection control. Wash your hands before you begin your shift, before lunch, and after using the lavatories. If you are volunteering in the Optage Meals kitchen, you will need to wash your hands before you do anything else in the kitchen. Gloves are required for kitchen volunteers who will be touching non-packaged products.
2. Remain at home if you are ill.
3. Notify the nursing staff if you are in a care home and encounter client bodily fluids. If you encounter concerning bodily fluids while delivering a client’s meals in their private home, please notify your volunteer coordinator.
Resident Distress
If you find a client who is in distress, remain calm. Get help from a nearby staff member if you are in a care facility or call your volunteer coordinator as soon as possible if you are in a client’s private home. When possible, stay with the client until help arrives. Do not lift them or attempt to move them. Check with your volunteer coordinator for more detailed information about emergencies, and call your volunteer coordinator or a nearby staff member if you encounter a concerning situation that you’re not sure requires emergency assistance.
Personal Injury
Immediately report any personal injury or accident while volunteering to the site supervisor and your volunteer coordinator. Your insurance may not provide coverage if your injury is not reported on the day it occurs. An incident report form must be completed after the accident happens.
Guidelines for Working with Clients
Address with Respect
Ask the client you’re working with how they would like to be addressed. Do not use endearment terms such as “dear” or “honey” unless the client specifically requests to be called that.
Communication Techniques
1. Introduce yourself to the clients by name and tell them your position as a volunteer so they don’t have to guess who you are.
2. Face the clients you are talking with. Eye contact, facial expressions, lip movement, and physical gestures all give clients additional cues that can help them better understand you.
3. Be positive! Saying, “Good morning!” instead of, “How are you?” initiates a positive conversation that doesn’t draw focus towards the client’s condition.
4. Show a friendly interest in each client. Be natural, patient, and sincere.
5. Only touch clients in appropriate ways, such as placing a hand on their shoulder or arm or holding their hands.
6. Talk directly to clients, not through their friends, family, or staff. If you are having trouble understanding what a client is trying to say, attempt to clarify with the client first before asking someone else for help.
7. Try not to interrupt clients, put words in their mouths, or anticipate what they will say next. Allow clients time to think and respond.
8. Be a good listener.
9. Feel free to share personal stories about yourself with clients, but encourage clients to talk by asking them questions about themselves.
10. Try rewording your statement or question if the client does not understand you at first.
Communication Techniques with Hearing-Impaired Individuals
1. Face the client and speak in a normal tone of voice. Do not speak from a different room or from behind them.
2. If you sense that the client doesn’t hear you, speak lower and slower.
3. Do not speak one word at a time. Speak naturally but keep the information simple in content.
4. Do not turn your head away, laugh while you talk, or move your head constantly.
5. Remember that hearing-impaired people have difficulty monitoring the loudness of their voices. Only mention the volume of their voice if they are in an environment where being quiet is necessary or if they are speaking so softly that you cannot hear them.
Communication Techniques with Visually-Impaired People
1. Introduce yourself by saying your name, your volunteer position, and the reason why you are there.
2. Let the client know who else is nearby.
3. Move slowly and stand or sit at their level.
4. Briefly describe the layout of the room and what is going on around them.
5. Feel free to quietly comment on important things happening in the room, amusing incidents that occur nearby, or the arrival of new people.
6. Leave items where the client has placed them.
7. If you leave the client alone, leave them near something they can touch so they can maintain contact with their surroundings.
8. Let the client know if you are leaving, even for a short time, and make a brief comment when you return.
9. If a staff member in a care home moves the client into a new room, explain the new location and who is present.
10. Be aware that some people may have partial vision but are still only able to see a portion of their surroundings.
Communication Techniques with People who have Memory Loss
1. Approach the client with an open, friendly, and relaxed manner. If you are tense or hurried, the client may become tense and resistant.
2. Identify yourself and look directly at the client.
3. Speak in a clear, low-pitched voice. High-pitched tones convey anxiety and tension and could agitate the client.
4. Use short, simple words to ask questions and give them information. For example: “Are you cold?” or “Please come with me.”
5. Use yes or no questions and avoid questions that require extensive decision-making. For example, instead of asking, “Would you like to go for a walk or listen to music?”, first ask, “Would you like to go for a walk?” If the answer is no, then ask, “Would you like to listen to music?”
6. Present tasks in individual steps and ask the person to do them one at a time. For example: “Here are your glasses. Remove them from the case. Put on your glasses.”
7. Accompany verbal communication with appropriate nonverbal cues or signals. Remember that a smile is an important part of nonverbal communication.
8. If the client becomes upset, remain calm and remove whatever is upsetting them. If you are in a care home setting, you can ask a nearby staff member to remove the client from an upsetting situation. Even if you are unsure why the client is acting the way they are, treat them with empathy and patience.
9. Avoid arguing with the client or trying to reason with them. Use distraction rather than confrontation when responding to a tense situation.
10. Physical expressions of care, such as gently touching the client’s hands, may help calm them when they are upset.
11. Provide appropriate praise and reassurance.
If you would like additional information about how to best assist individuals with memory loss, please reach out to your volunteer coordinator.
Client Rights
Respect the privacy of each client you work with by remembering that you are a guest in their home.
Soliciting and selling to residents or clients is not permitted. Signing legal documents for a client or in front of a client is also not allowed. If a client wants you to serve as a witness for a will or other document, refer them to nearby staff members or call your volunteer coordinator.
Refer any complaints or concerns from clients to your volunteer coordinator. You can contact PHS’s volunteer director if you are interested in seeing a full copy of clients’ rights.
Suggestions for Positive Interactions with All Clients
1. Treat each client with respect.
2. Encourage clients to be active physically and mentally.
3. Encourage clients to participate in recreation programs or independent leisure activities.
4. Let the clients you’re working with make decisions for themselves.
5. Encourage the clients to do as much for themselves as they can and allow them ample time to do those things. Do not do things for clients that they can do themselves since completing important tasks can make clients feel useful.
6. Give clients equal attention when involved in group situations.
7. Treat clients as adults by promoting their dignity and self-esteem.
8. Do not criticize or contradict the clients. Do not criticize PHS-Optage in front of clients to avoid making them unnecessarily stressed. If you have concerns about Optage or if clients express repeated concerns about Optage to you, please contact your volunteer coordinator.
11. Be cheerful. Keep a sense of humor and have a positive attitude.
12. If you have a question, ask any of the nearby staff or your volunteer coordinator!
Volunteer Benefits
We hope that you will feel fulfilled as you share your gifts with our clients, and we hope you enjoy your time volunteering with Optage! Volunteering is proven to help counteract the effects of stress, anger, and anxiety and has an overwhelming positive effect on your psychological well-being. Some of the other benefits of volunteering include:
- Personal satisfaction from helping others and contributing to the community
- Personal growth from learning new skills or enhancing current skills
- Opportunities to make new friends
- Opportunities for career exploration
- Fun experiences and a sense of fulfillment in your life
