People - Serve drinks/snacks, interact with donors

If you enjoy interacting with people, you'll love serving refreshments and interacting with our donors!  Canteen - help donors by getting them a refreshing drink, make sure they are feeling well, and restock the snacks!



Purpose:  Thank donors for their gift of life, provide refreshments for donors and observe donors for any possible adverse reactions.

Responsibilities (detailed description at end of form):

  • Greet and interact with donors, volunteers, staff in a friendly helpful manner.
  • Offer refreshments to donor.
  • Observe donors for any adverse reaction to donation (e.g., fainting) and alert donor staff if assistance is needed. 
  • Keep tables and cabinets clean and stocked with food options, cold, assorted drinks in the cooler and keep hot drinks available.
  • Help donors feel comfortable, needed and appreciated so they will want to return to the Blood Bank of Delmarva, becoming a regular donor.
  • Give suggestions, issues, or comments to Angela Williamson, Community & Volunteer Relations Specialist, 302-737-8405 ext. 819 or
  • Log volunteer hours if more than on the schedule.


  • Positive attitude, compassion, interest in maintaining the health of others, customer service skills.
  • Embrace Blood Bank of Delmarva (BBD) Core Values: Inspiring Heroes, Infusing Hope through STAR IQ:
    • Service - Serve others with compassion and professionalism making a positive impact in the community.
    • Teamwork – Recognize communication is central, work together, support one another, celebrate and show appreciation for others.
    • Accountability – Proactively move when something needs to be done, own mistakes and correct quickly, follow through with commitments.
    • Respect – Treat others as we want to be treated, be compassionate, appreciate individual differences without judgement.
    • Integrity – Be honest, transparent and trustworthy, do right even when no one watches, and lead by example.
    • Quality – Adapt to change based on facts, constantly learn and develop knowledge, uphold highest standards of safety and excellence.

Physical Demands: 

Sits         Stands         Required to walk, and reach with the hands and arms    
Hands are regularly used to handle, write or type       
Weights up to 20­ lbs. are occasionally lifted in this role


  • Meet new people and enjoy camaraderie with donors, volunteers and staff.
  • Learn or use skills, talents, experiences to further self-development and/or résumé building. 
  • Feel good knowing you are helping BBD save lives by assisting in the process of blood donation, and the lifesaving distribution of blood products to area hospitals.
  • Learn and gain appreciation for the blood donation process and the multiple steps it takes for a donation to get to a recipient.
  • Earn hours towards Presidents Volunteer Service Award, Volunteer DE 50+, RSVP, and/or school credits.

Time Commitment:

Orientation and Training Required:

  1. Complete basic training as listed to become a volunteer.
  2. Complete online training specific to this role.
  1. Meet with Center Lead Volunteer and other staff as needed for training, observe and volunteer with others in this role before going solo.


  1. Add your hours into the
    • For assigned and scheduled activities, volunteer hours will automatically be added to your profile.  If you volunteer more than your scheduled time, please go to and add only the additional time, not the entire time volunteered. You may also enter your additional time on paper sheets in certain locations if different than scheduled time. 
    • If not assigned to a scheduled date/time, please add your hours on
    • For any questions on hours/time keeping, please contact Angela Williamson at or 302-737-8405 Ext. 819.
  1. If you can’t come on scheduled day, who do you contact?
    • Call and leave a message at the center reception desk: (302) 737-8405.

      • Christiana: ext. 743
      • Concord: ext. 703
      • Dover: ext. 100
      • Salisbury: ext. 513
    • Call the Center Lead Volunteer AND email Angela Williamson at
    • If cancelling 3 days or more prior to scheduled shift, contact Center Lead Volunteer AND go to, find the schedule tab, and cancel your shift. After cancelling, PLEASE find the contact tab, and let the center volunteers know via email that you will need a replacement for your shift.
    • If cancelling with less than 3 days prior to schedule shift, or do not have access to, please contact your Center Lead Volunteer and let them know.
    • If a volunteer does not come when your shift is over, let the staff know. If you are free, please stay and help for as long as you can! If you need to leave, please let a staff member know before leaving the center.  Staff will call the volunteer scheduled, call the emergency fill-in list, and/or assign a staff to the donor refreshment area.
  1. Logistics & Details:
    • Location Address: All center sites available. You pick one closest to you.
    • Reports to Center Lead Volunteer for scheduling, Center Receptionist for immediate issues, and Angela Williamson for all other topics.
    • Age Minimum: 18
    • Whom to meet and where? Sign up online for shifts. Check in with receptionist to let them know you are there.   
    • What to wear? Refer to Volunteer Handbook. BBD nametag mandatory. BBD shirt, if you have one.  
    • Is there food/water available for purchase or free? Kitchen facility available, vending machines, hot/cold water available.
    • Inclement weather – Call 302-737-8405 ext. 411 for updates – but please be safe and don’t report to volunteer if the conditions are not good, even if the centers or mobiles are operating! Your safety is a priority.  If not coming in for your shift, contact Center Lead Volunteer and Angela Williamson.  Call and leave a message at the center reception desk: (302) 737-8405.

      • Christiana: ext. 743
      • Concord: ext. 703
      • Dover: ext. 100
      • Salisbury: ext. 513
    • Call the Center Lead Volunteer AND email Angela Williamson at

Staff Responsibilities for this Volunteer Role

  • Train volunteer for specific needs of the role (technical, procedure, etc.).
  • Prepare and have training guides available to the volunteer.
  • Have tasks, supplies, and/or work area prepared for them to do their tasks.
  • Give feedback (constructive tips on how to do it properly, praise when done well, etc.).
  • Report any volunteer issues, ideas, or concerns to Angela Williamson at Ext. 819 immediately.
  • Work with Angela Williamson who will support and help in these responsibilities as needed and set up pre-volunteer training in the online volunteer system.

functions and tasks of this Refreshment and Donor Care Volunteer role and attests to being fully capable to perform these volunteer tasks without restrictions.

Volunteer Signature:                                                                                      Date:                          

Print Name: ____________________________________________


Blood Bank of Delmarva:


Volunteer Relations:                                                                                       Date:                          

Angela Williamson, Community & Volunteer Relations Specialist


Staff supervising this role:                                                                              Date:                          

Angela Williamson, Community & Volunteer Relations Specialist,

Staff supervising this role:                                                                              Date:                          

Donor Services Center Manager




“The donor shall be observed during the donation and for a length of time thereafter.” Standards for Blood Banks and Transfusion Services – 5.3.2

  1. General information
    1. The Refreshment Area host(ess) is an ambassador for the Blood Bank of Delmarva.
    2. A warm and friendly manner is important for putting donors at ease.  Donors may be anxious even though blood donation is complete.
    3. On occasion, donors may arrive in the Refreshment Area for pre-donation refreshments.
    4. Visitors (including children) who accompany donor to the Blood Bank are welcome to join the donor in the Refreshment Area following donation provided there is adequate seating, and, in the case of children, their behavior is not disruptive.
    5. Contact a Donor Services employee/designee for assistance or questions.
  1. Start Up:
    1. Prepare donor sign in logbook for the day. Add date, headings, etc. and confirm bell is available and works if you need to call a staff person.
    2. Review communications book for information updates located in Refreshment Area desk.
    3. Prepare refreshments and supplies as appropriate.

      1. Look at all food baskets and refill as needed from cabinets (as listed on inventory list).  This may require opening a new box of food from the cabinets/storage facility at your center.
      2. Refill napkins, creamer, stir sticks, sugar, etc.
      3. At your discretion: Make a pot of coffee if have a machine at your center, not the Keurig. (Christiana Center-track time pot of coffee made on calendar on desk to know how “old” the pot is). Christiana – top of coffee maker is hot to keep pot on top, not the bottom part.
      4. Refill refrigerator with drinks from back cabinets. (Christiana)
    4. Prepare food/drink inventory list to give to staff that morning for restock order. (Christiana Center Mon-Fri).
    5. Make sure room looks neat and nice.

      1. COVID social distancing - 1 chair per table with other chairs 6’ apart (those living in the same household may sit together)
      2. Snacks on back counter – volunteer serves donors, NOT self-serve
    6. Turn on TV ONLY the following channels can be played on the Refreshment Area TV.  Christiana: Games 179, ESPN 26, 27, HGTV 62, Food 58, History 59

      Dover: Games 179, ESPN 26, 27, HGTV 62, Food 58, History 59

      Salisbury: Games 66, ESPN 31, 32, HGTV 46, Food 44, History 64

      Concord: Games 179, ESPN 26, 27, HGTV 62, Food 58, History 59

  1. Closing:
    1. Restock baskets, drinks, and other supplies, so morning shift is prepared.
    2. Empty Keurig or coffee maker grounds and rinse pot putting upside down on towel to drain.
    3. Turn off television, lights, etc. as applicable at your site.
    4. Wipe tables, counter, and chairs to keep sanitary for health reasons.
    5. Check ice pack numbers in freezer (at least 4) and if some missing, let Donor Services Staff know.
  1. Welcome and Log-In:
    1. Stand and greet the donor in a warm and friendly manner and ask for their receipt and ask them to sit down “please have a seat”.
  • If person does not have a donation receipt or was not brought by a staff person (needs to hydrate prior to donation), discreetly let staff know a person may be there that doesn’t belong.  Let staff address the person.
  • Abbreviations on the donor receipt are:
          • AR: Double red cells
          • FP: Plasma
          • PA: Platelets (not required to stay 15 minutes)
          • WB: Whole blood
          • CHR: Christiana
          • CON:  Concord
          • DOV: Dover
          • SAL: Salisbury
      1. Record the donor's name and arrival time in the logbook.  Double red cells (AR), Plasma (FP) and whole blood (WB) blood donation stay 15 minutes.
      2. Return receipt to the donor after writing the time they can leave (find help sheet taped on desk), and let donor know the time
      3. If the donor does not wish to stay in the Refreshment Area:  

        1. Nicely encourage the donor to stay; give reason for their safety.
        2. Do not insist that the donor stay.
        3. Ask the donor to complete a Refreshment Area Release Form (BBD-Form-1024):

          1. Donor: Print Name and sign in spaces indicated
          2. Host(ess): Fill in unit number, sign as witness and date.

            1. If donor does not wish to sign, print donor’s name and indicate that they declined.  Offer the donor refreshments.

  Donor Services lead/designee will retrieve forms from Refreshment Area at the end of shift and sign/date for review.  Forward forms and/or completed logbooks to Donor Services Technical Support for filing.

NOTE: Platelet apheresis (PA) donors are not required to stay in the Refreshment Area unless indicated by staff.

B.    Offer the donor refreshments.

1.     Get the drinks and snacks for the donor, NOT self-serve.

2.     Notice if donor finishes drink/snack early in their 15-minute time, ask if they’d like another.

3.     Wipe table and chair with disinfectant after each donor leaves.

      I.          Monitoring the Donors:

A.    Observe for signs of reaction:

1.     Restlessness

2.     Perspiration (forehead, upper lip or generalized)

3.     Pallor (loss of color)

4.     Sighing or yawning

5.     Verbalization of ill feelings

6.     Fainting

NOTE: It is very important to observe the donors at all times while they are in the Refreshment Area.  NO reading or other activities while donors are in the room. Attention and eyes on donors while they are in the room.

B.    If you suspect or observe a reaction:

1.     Immediately ask the donor to put his/her head down on the table.

2.     Ring the bell or press the buzzer to summon donor room staff.

NEVER leave a donor unattended!!

NOTE:  If unable to reach the bell, call for help or ask another donor to ring the bell.

3.     Stay with the donor until staff arrive.

C.    Bleeding from the venipuncture site:

1.     Instruct the donor to apply firm pressure to the venipuncture site.

2.     Ring the bell or press the buzzer to summon donor room staff.

NOTE:  If unable to reach the bell, call for help or ask another donor to ring the bell.

D.    Donor Services will care for the donor and perform any necessary cleanup.  It is NOT the responsibility of the volunteer to come into contact with blood or clean surfaces contaminated from the donor. Donor Services are responsible for and are trained to care for the donor and any clean-up that is necessary.

1.     DO NOT touch or handle the donor’s blood.

2.     DO NOT attempt to clean surfaces that were contaminated with donor blood. 

E.     Restroom:

1.     If a donor must use the restroom, make a note how long they have been in the restroom. 

2.     If gone more than a few minutes, try knocking on the door.  If no answer, ring the buzzer for staff assistance. 

3.     Give staff the restroom key (Christiana Center located on hook next to buzzer left of the computer). 

4.     Volunteers never open the door.  Staff will take care of the situation.

F.     Sign-Out:

1.     After the donor has been in the Refreshment Area for 15 minutes:

a.      Inform the donor that their time is completed.

b.     Record the time the donor leaves in the Refreshment Area notebook.

c.      Record your initials in the “Host” column.

    II.          Miscellaneous information:

A.     In accordance with good health practices especially where food and drinks are served: 

1.      Bandage/cover up any cuts, abrasions, or sores on exposed skin.  Donor Services staff can give you a band aid.

2.      When sneezing/coughing use the bend in your elbow to cover your mouth.  Wash your hands if you sneeze, cough, blow your nose using a tissue, or otherwise touch your face or other dirty counter/table surfaces.

3.      Wash hands before making coffee, handling food items or drinks, and often throughout the day.

4.      Disinfect handles before and after your shift – refrigerator, cabinets, microwave, and anything else touched by multiple people.

  III.          Fire Emergency Evacuation

A.     For fire drills or real fire evacuation, it is Donor Services STAFF responsibility to accompany the donors out to the designated meeting area so the donors can be monitored. 

B.     You are responsible to get yourself out safely to the designated area following staff instructions. 

  IV.          Filing

A.     Refreshment Area logbooks, when filled, are filed in the Christiana Center by staff.

B.     Refreshment Area Release Form (BBD-Form-1024) are filed in the Christiana Center by staff.


  • Technical Manual, Bethesda, MD: AABB, 18th edition.
  • Rutman RC, DiPascuale-Barrios S. In: Green TS, Steckler D, eds. Donor Room Policies and
  • Procedures, Arlington, VA: American Association of Blood Banks, 1985.
    Standards for Blood Banks and Transfusion Services, Bethesda, MD: AABB, 29th edition.





  • I have read and understand the REFRESHMENT AND DONOR CARE PROCEDURES.
  • I understand my primary responsibility is to observe donors for possible reactions.
  • I understand the signs that indicate a possible reaction, and what steps to take before the Donor Services staff arrive.
  • I understand the actions I should take when a donor is bleeding.
  • I further understand that I shall not leave the Refreshment Area at any time when a donor is present during their fifteen-minute period without summoning a relief person.


Volunteer Signature:                                                                                      Date:                          

Print Name: ____________________________________________




Volunteer Relations:                                                                                       Date:                          

Angela Williamson, Community & Volunteer Relations Specialist


Staff supervising this role:                                                                              Date:                          

Angela Williamson, Community & Volunteer Relations Specialist

Staff supervising this role:                                                                              Date:                          

Donor Services Center Manager