Volunteer Program Coordinator (Patient Family Engagement) - Yale New Haven Health

Overview:To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Under the direct supervision of the System Director of Volunteer and Guest Services, coordinates Volunteer Services programs. Coordinates program development, recruitment, screening, selection and placement, scheduling, orientation, training, supervision, and recognition activities of all individuals coming to YNHH to provide volunteer services to patients, families, and staff. Serves as an HR advocate for meaningful positions for volunteers. Assesses hospital needs and designs volunteer programs to support exceptional patient care. Adheres to sound principles and ethics of volunteer program administration, and works closely with hospital departments in the oversight of volunteer involvement.

EEO/AA/Disability/VeteranResponsibilities:

• 1. Designs and implements volunteer programs throughout the Medical Center, working with departments and staff to assess their needs for volunteer support. Is aware of the principles used to determine appropriateness of duties for volunteers, and clearly communicates this information with hospital staff.
• 2. Creates and updates volunteer position descriptions, assuring that descriptions accurately reflect the duties of the volunteers.
• 3. Develops and implements recruitment plans to fill volunteer positions.
• 4. Screens volunteer applicants through interviews and observation. Is adept at behavioral interviewing techniques, and documentation of interviews and observations.
• 5. Selects volunteers to provide volunteer staffing for hospital. Is aware of volunteer programs throughout the community and refers applicants elsewhere as appropriate.
• 6. Matches volunteer applicants with appropriate hospital volunteer positions/programs, and works with hospital staff to ensure that all new volunteers are appropriately greeted, oriented to Volunteer Services office procedures, and escorted to their assignment on their first day.
• 7. Conducts volunteer orientation program, incorporating the JCAHO and OSHA requirements, as well as hospital requirements.
• 8. Coordinates departmental training program schedules, and is responsible to assure that training documentation is maintained in the volunteer's permanent file in Volunteer Services. Assists departments with training curriculum design. Is responsible to implement process for annual volunteer training and competency reviews in designated assignments.
• 9. Supervises volunteers assigned to programs managed by the Volunteer Services Department.
• 10. Investigates and resolves concerns/complaints regarding volunteer performance in a timely manner, and in collaboration with department volunteer supervisors/liaisons. Counsels volunteers as needed, and provides thorough documentation and follow up.
• 11. Effectively uses technology resources to analyzes volunteer attendance and hours of service data on a monthly basis.
• 12. Maintains accurate schedules for areas of responsibility. Identifies trends related to volunteer satisfaction, based on volunteer/staff feedback, and volunteer attendance.
• 13. Coordinates volunteer recognition activities, in collaboration with hospital departments. Works as member of Volunteer Services Department team in planning and conducting hospital-wide volunteer recognition activities.
• 14. Maintains positive working relationships and communication with hospital departments to assure that volunteers are incorporated into the department as team members. Maintains high visibility by visiting areas of responsibility.
• 15. Articulates the impact of hospital policies and procedures on volunteer program and volunteers.
• 16. Administers volunteer program in compliance with regulatory and statutory requirements for volunteer program management. (Joint Commission, OSHA, child labor and wage and hour laws, ADA, Civil Rights Law)
• 17. Represents hospital through public speaking engagements in the community to promote volunteerism.
• 18. Supports volunteer leadership development, and identifies opportunities for creative utilization of volunteers beyond the traditional roles for volunteers.
• 19. Recommends changes and additions to departmental policies and procedures.
• 20. Represents the hospital by participation in organizations concerned with volunteerism.
• 21. Assists volunteers in their pursuit of satisfying volunteer service experiences. Facilitates transfers and reassignments for volunteers.
• 22. Assumes responsibility for department when designated, in absence of department director.

Qualifications:

EDUCATION

Bachelor's Degree in related field required. Masters' preferred.

EXPERIENCE

All applicants must have personal volunteer experience in some setting. Proven experience in program development and coordination, public speaking and presentations, leading training programs, project coordination. Prior experience coordinating volunteers preferred in a healthcare setting.

LICENSURE

AHA CAVS preferred, but not required

SPECIAL SKILLS

Proven expertise in various human resource management (i.e., interviewing, documentation, project coordination, negotiation skills, training skills, and understanding of diverse cultures). Must be a competent public speaker, and have outstanding written and oral communication skills. Competency in technology to support the volunteer services program goals and reporting, i.e. Word, Excel, PowerPoint.