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Welcome
Department of Volunteer Services
Volunteer Guidelines
How to Become a Volunteer at The University Hospital
Volunteer Rights & Responsibilities
Dress Code
Signing In/Out
Attendance
Assignments
Lunch & Parking
Health Requirements
Annual Orientation/Education
Smoking
Environment of Care
Personal Property
Gratuities
Telephone Calls
Visiting Friends & Relatives
Accidents or Injuries
Suggestion Box
Services Awards
ADA Compliance
Sexual Harassment
Department of Public Safety
Substance Abuse
Standard of Conduct
Workplace Violence
The UH Volunteer Code of Conduct for Customer Service
In Closing

It is a pleasure for me to welcome you to The University Hospital family. Our volunteers play an integral role in the healthcare services we provide to our patients and the community.

Every member of our healthcare team has a specific role in maintaining the high quality of care that distinguishes the hospital.

Each patient with whom you come in contact may judge his or her experience at The University Hospital by the standards you set. It is extremely important for all of us to be responsive to the needs of our patients, in everything we do in our continued effort to provide a “healing environment”.

We are thankful for the commitment you have made by joining our team. The University Hospital relies on the dedication of people like you to maintain our high standards. We hope you will find your volunteer experience to be interesting as well as enjoyable and rewarding.

Sincerely,

Deirdre Watley, Manager
Volunteer Services Department

The purpose of The University’s Department of Volunteer Services is to provide and maintain supplementary assistance to the patients and staff of the hospital.

The University Hospital's volunteers are a vital dynamic group that devotes their skills and care in order to support the purpose and service strategy of the department.

It is the goal of the Department of Volunteer Services to match individuals willing to share their time and talent with the “right” volunteer opportunity.

In the Department of Volunteer Services’ office you will find a full time Manager of Volunteer Services and a Head Clerk.

A Successful Volunteer

To be successful as a volunteer, you must be dependable, punctual, and understanding. Highly motivated and have a willingness to learn are also important. Personal qualities of a successful volunteer include an emphasis on confidentiality and discretion.

Strategic Goals and Objectives

• Create a system of measurable, high quality patient care and customer satisfaction services.
  
  
• Identify community needs and meet those needs in the managed care organizations and prepare for cost effective setting.
  
  
• Develop strong relationships with managed care organizations and prepare for captivated systems.
  
  
• Constantly improve cost control measures and asset management practices to assure the growth and improvement of the hospital and the system.

1. Complete an application and the university's background check process.
   
   
2. All volunteers must meet specific health requirements for volunteers, which includes completion of a TB test and a physical by an approved physician.
   
   
3. Schedule an appointment for an interview by calling the Department of Volunteer Services at (973)972-4064 between 9am-3pm, Monday-Friday.
   
   
4. Employment or personal references.
   
   
5. Attend a mandatory Orientation for New Volunteers.
   
   
6. Obtain an ID for volunteers.
   
   
7. Your volunteer experience will begin when all necessary requirements are met. Find out how you can make a difference. Give your time and talent where they count…become a University Hospital Volunteer.

Confidentiality/ Privacy Act

• Anything you see,
• Anything you hear,
• Anything you read,
• Anything you observe with you five senses,
• Anything you already know about a patient….
• MUST BE KEPT CONFIDENTIAL

The UH personnel ensure that confidentiality is maintained through the following:

• Matters pertaining to a patient are to be discussed, only as necessary, in a private setting and not in public places such as hallways, elevators, or cafeteria.
  
  
• Medical records are to be released only after proper authorization is obtained in the Medical Records Department.
  
  
• Only those persons responsible for the patient’s care have access to medical record.
  
  
• Departmental policies address what information may be shared with authorized receivers and how permission is obtained form the patient, surrogate or guardian.
  
  
• Privacy and confidentiality are to be maintained at all time! When entering a patient’s room, make sure you knock first and state the purpose of your visit. Be professional about what you say and what you say and where you say it.

All Volunteers are required to wear an official UH volunteer jacket (which will be issued to you), that should be clean, neat and worn at all times. You will be required to leave a $10.00 deposit, which will be refunded to you upon return of the jacket. Your Identification card should also be worn at all times on hospital premises.

All Volunteers are required to sign in at the start of their day and at the end of their day. Volunteers who are here after 5pm or on weekends and holidays may sign in at the Patient Information Desk.

If you are unable to report for your assignment, please call your prospective supervisor in the department of your volunteer assignment. If you plan to be absent for an extended period of time, please inform the Manager of Volunteer Services by calling (973)972-4064.

The department of Volunteer Services is open Monday-Friday- 9am-5pm. During your interview with the Manager of Volunteer Services you will have the opportunity to select the days and hours you are available to volunteer.

Lunch cards are given to each volunteer on a daily basis and must be signed for and returned immediately after lunch. The maximum daily charge is $5.50 and this does not include Burger King. If a card is lost or not returned on the day that it is signed out you will not be issued another card.

When parking in the DOC parking garage your ticket will be validated by the Volunteer Services. Volunteers working weekends and holidays ONLY and who park in the DOC parking garage can pick up a stamped ticket at the Patient Information desk.

In addition to the medical clearance required prior to joining the UH Volunteer Department, all volunteers will be required to have an annual TB test.

All TB testing for any volunteer must be completed by their private physicians annually.

It is for the benefit of the volunteer that the hospital is aware of any medical conditions and /or medications you may be taking in the event of a medical emergency.

The University Hospital volunteers must attend a mandatory hospital orientation before starting a volunteer assignment.

There will be an annual re-assessment educational class that all volunteers will be required to attend. Failure to attend will result in separation of services.

UH maintains a smoke free environment. Those wishing to smoke must do so in the designated areas outside the hospital.

Safety Management

Safety at UH is everyone’s responsibility. Everyone is expected to follow the safety policies.

• Report any safety issue to your immediate supervisor who will report the issue to the safety officer.

• Or contact UH Public Safety Department at (973) 972-4491.

UH is not responsible for lost or stolen personal property. It is preferable that volunteers leave valuables at home.

Volunteers may not accept tips or gifts from patients or visitors. If money or a gift is offered, express your appreciation and decline to accept.

Volunteers may only receive emergency calls while on duty. If it is necessary to make an outside call, you may use the telephone in the volunteer office with permission. Volunteers are not permitted to use cell phones in the hospital.

Friends and relatives who are patients at the University should not be visited while you are performing volunteer services. If you wish to visit patients after completion of your shift, please obtain a visitor's pass from Patient Information Desk.

Any accident or injury, which involves a volunteer who is on duty- no matter how minor- should be reported to, your supervisor in your perspective department AND to the Department of Volunteers Staff. An incident report will be completed for you. You may present this report to the Emergency Department if treatment is necessary.

The Volunteer Suggestion Box is located in the Volunteer Office. Your comments and ideas are welcome and valuable.

The Volunteer Department maintains a record of all hours contributed to the hospital by each volunteer. Each year, volunteers with 100 hours or more from the previous year are invited to a recognition event.

The Americans with Disability Act (ADA) is the national first comprehensive Federal Law for people with disabilities. UMDNJ fully supports the ADA via its employment practices and services.

The hospital provides the following for:

Physical Difficulties:

• Designated and valet parking
• Adaptive Equipment
• Elimination of physical barriers

Communication Difficulties:

• The hospital interpreters can be accessed through Social Work Services.

• List of foreign language interpreters are available in the Volunteer office and Patient Advocacy Department.

• Telecommunications Device for the Deaf and receivers with amplification devices can be accessed through the Social Work Services.

Sexual harassment is unlawful verbal or physical conduct of a sexual nature. It violates both federal and state anti-discrimination laws. Volunteers who believe they have been subject to sexual harassment are urged to report it to the Volunteer Department or to Human Recourses immediately.

Crime Prevention Unit Safety Mindness

1. Stay alert! Be observant and aware of your surroundings at all times. Report suspicious activity.
   
   
2. Park in UMDNJ lots. Secure valuables in your trunk, lock doors, and keep your windows closed.
   
   
3. Always wear your Hospital Identification card and ensure it is conspicuous. Help Public Safety prevent unauthorized access.
   
   
4. Protect handbags, briefcases, and other valuables by securing them in locked drawers.
   
   
5. When eating in lunchrooms or lunch areas, do not leave personal belongings unattended.
   
   
6. Insist that services or repair persons show you proper identification. If they do not have scheduled appointments, do not see them. Be wary of unannounced visitors.
   
   
7. Look out for each other. If you see suspicious activity or persons in near your associates’ work areas, report it to the Department of Public Safety the same as you would if it were your area.

See it! Hear it! Report it!

Newark Crime
Prevention Officer- P/O Thomas Villafane- Ext. 3993

Emergencies
222 or 2-4490

Non Emergency
2-4491

UMDNJ prohibits the unauthorized use, possession, manufacture, distribution, and dispensing and sale of controlled substances on the property. The possession, use, sale, or distribution of alcoholic beverages is also prohibited on The Hospital’s property. The unlawful possession, use, manufacture, sale, or distribution of drugs or alcohol by volunteers on The University Hospital’s property will result in immediate dismissal.

UH is committed to provide a drug-free environment conducive to learning, teaching, healthcare and research for its students, faculty, staff and house staff in all University facilities. Drug and alcohol abuse and/or dependence pose a serious threat to the physical and psychological well-being of all members of the university community, jeopardize the success of the Hospital’s mission and program, and negatively impact operations terms of productivity, safety, learning, attendance and patient care.

In compliance with New Jersey law, No one under the age of 21 may be served or sold alcoholic beverages under any circumstances. All applicable federal, state and local ordinances regarding the sale and consumption of alcohol will be strictly enforced. No individual or group may serve, possess, sell, use, or consume alcoholic beverages on the University premises without the express written authorization and approval of the University.

No student, faculty member, house office and staff member is permitted to unlawfully manufacture, distribute, dispense, possess or use a controlled substance in any Hospital facility or while conducting official Hospital business.

UH is committed to preventing violence in and around the workplace. Threats, aggressive or violent behavior will not be tolerated.

It is critical for all volunteers to realize the importance and effect that their conduct has on the institution’s ability to meet the needs of our patient/customers and peers. The following standards of conduct must be adhered to all times.

Standard 1. Whenever interacting with patients/customers, all volunteers must introduce themselves by name, title or department when appropriate and ask if they can be assistance. Make sure you ID is readily visible.

Standard 2. Use common sense. When interacting with patients/customers, be polite, smile and say “hello”. Treat the person, as you would want to be treated. Kind words and polite gestures make people feel special.

Standard 3. Use the patient’s formal name and not their first name or endearing “nickname”, etc. Your words and tone should show respect and consideration. Make eye contact and extent a few words of concern.

Standard 4. A professional and neat appearance is required to properly represent the institution and to have a positive influence on those we meet. Departmental dress code must be adhered to at all times.

Standard 5. If asked specific questions from patients/customers and /or peers, volunteer must make every effort to be as informative as possible or seek out assistance to answer any questions.

Standard 6. Personal conversations in front of patients, physicians and customers are unacceptable. Also refrain from utilizing patient waiting areas, nurses' stations or elevators for personal conversations activities.

Standard 7. Privacy and confidentiality are to be maintained at all times! When entering a patient’s room, make sure you knock first and state the purpose of your visit. Be professional about what you say and where you say it.

Standard 8. Monitor the volume of your voice. Shouting is clearly unacceptable. Your words and tone should show respect and consideration, and desire to provide service.

Standard 9. When interacting with fellow volunteers, be polite, show respect and consideration. Treat the person as you would want to be treated. When you help your co-workers, you help the patient.

This orientation manual is intended to help stimulate your thoughts, questions and suggestions about specific issues and concerns. We welcome your participation and input.

The University Hospital appreciates you and the volunteer work that you perform. Your involvement is vital to maintaining and enhancing the link between the hospital and the community.

Thank You!

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