Guest Services Volunteers

Service Description

Position Summary

Provide information and social support for oncology patients and families at the Seattle Cancer Care Alliance (SCCA) Clinic, which is located at 825 Eastlake Avenue East on the South Lake Union campus of the Fred Hutchinson Cancer Research Center.  Guest Services Volunteers work in the Main Lobby on the first floor.

Responsibilities
1. Provide excellent customer service for patients and families who enter the clinic through the main lobby or call the Guest Services Desk.

2. Provide information about Seattle and the Lake Union area, including restaurants, grocery stores, shopping areas, bus routes, shuttle services and recreational activities.

3. Assist the Volunteer Services staff with distributing donated tickets for special events and other diversionary activities to patients’ families.

4. Escort patients to floors and appointments, assisting wheelchair patients as needed.

5. Assist with patient parking validation and requesting taxicabs and special transportation (HopeLink, First Hill Shuttle, etc) for patients as needed.

6. Distribute maps/shuttle schedules, general information on Clinic (brochures, classes).

7. Direct customers to daily classes throughout the Clinic; distribute daily class schedule to receptions desks in the clinic.

8. Organize brochures, magazines and books in the patient waiting areas on a regular basis.

9. Make eye contact; greet every patient/visitor entering the building.

10. Respect the privacy of patients and family members, and abide by the confidentiality policies of the Volunteer Services Program.

Time Commitment A minimum volunteer commitment of six months is requested.  Volunteer shifts are available from 8:00 a.m. until 12:00 p.m. and 12:00 until 4:00 p.m., Monday through Friday, and from 8:00 a.m. until noon on Saturday.  Two volunteers will be scheduled per shift; one volunteer on Saturday mornings.  When a volunteer is unable to come to the clinic for a scheduled shift, he/she is expected to arrange a substitute volunteer and then notify the Program Assistant of the Volunteer Services Department.

Supervision
The Manager of Volunteer Services supervises Guest Services Volunteers.  Additional support will be provided by the Volunteer Services Coordinator and Program Assistant, and the Main Floor Reception staff.

Qualifications

• Excellent customer service and interpersonal communication skills.
• Experienced in using personal computers with Windows operating systems and searching for information on the World Wide Web (Internet).
• Familiar with downtown Seattle, lower Queen Anne and Lake Union areas.
• Familiar with Emergency Response system (this will be provided in training).
• Familiar with Hutch/SCCA shuttle system (this will be provided in training).
• Ability to push a wheelchair; proper handling and use of wheelchairs (this will be provided in training).
• Ability to provide empathetic listening, warmth and compassion.
• Ability to be flexible and sensitive to the needs of patients, families, caregivers and staff.
• Respect of diverse lifestyles, cultures, religions and values.
• Ability to work as part of a team.

Volunteers must be at least 18 years of age.  Volunteer applicants are asked to complete disclosure forms for a national criminal background check.  Annual tuberculosis testing and documentation for Chickenpox (Varicella), Measles, Mumps and Rubella are required for all volunteers who have contact with patients.  In addition, volunteers between the ages of 19 and 64 are encouraged to receive a single dose of Tdap vaccine to protect against tetanus, diphtheria and pertussis. 

Orientation New Guest Services Volunteers are asked to complete an interview and orientation before they can be assigned to the SCCA Clinic’s Guest Services.  Volunteers are encouraged to attend all in-service sessions for continuing education.

Health Precautions Patients are extremely vulnerable to potentially life-threatening infections because their immune systems are suppressed from chemotherapy and radiation treatment.  Because of this, volunteers must abide by universal precaution and infectious disease guidelines in order to protect themselves and patients.  These guidelines are listed in the Volunteer Manual.

Benefits to the volunteer

• Personal satisfaction and growth from providing assistance to patients and their families.
• An opportunity to become acquainted with people from around the world.
• An opportunity to gain experience in a multi-disciplinary health care setting.

May 2007