Volunteers and post-acute care - a good combination.

Giving of time or resources is a measure of the responsibility that we take for the welfare of our communities. Volunteerism in America has been around as long as anyone can remember. Most everyone reading this column has done some kind of volunteer work, whether it was helping a neighbor, working in an organized situation or through a religious organization. Maybe you even earned some type of merit badge for volunteerism as a boy or girl scout. As an adult, volunteerism takes different forms such as Habitat for Humanity, The Red Cross, a church or temple, the PTA, fundraising, assisting a trade or professional association, and volunteering in other community settings such as health care.

Recently, a Biennial Gallup Survey showed that higher education might increase a citizen's sense of responsibility to give back to their community in the form of service and contributions (see table, page 14). Post-secondary education was clearly associated with increased levels of volunteering. Adults aged 25 years and older with post-secondary education were twice as likely as those with less education to report volunteering their time in the 12 months prior to the survey. This was true across income levels. In low income groups (under $20,000/year) 54% of adults with post-secondary education reported volunteer activity versus 27% of those without post-secondary education. Further, this survey identified specific areas in which people chose to volunteer their time, and health care ranked in the top five.

Post-acute care settings such as nursing homes, rehabilitation centers, assisted living and other residential sites often struggle with the issue of volunteers. Administrators ask if they should recruit volunteers. In what kinds of activities will volunteers participate? Will staff accept them?

To provide answers to these and other questions, Nursing Homes went to an expert. Linda Corrente has more than 20 years of experience working with and directing volunteers. She has worked for public and private organizations on both local and national levels, including The Red Cross. Ms. Corrente is Director of Community Development, Volunteer and Patient Services at Orthopaedic Hospital and Foundation, Los Angeles, California, a position she has held for almost a decade. A frequent speaker at conferences, she is often solicited by other health care organizations for her expertise.

Hyatt: What can post-acute care settings do to recruit volunteers?

Corrente: Innovative approaches require that you look at your community resources. Over 60% of most volunteer recruitment pools are special project or special interest volunteers. It would help to creatively design volunteer positions geared to special interests or a specific project or event. For example, ask a group that is interested in art to volunteer to visit your facility weekly. They can bring paintings, photographs or slides to show. This is an excellent ice-breaker and will create fond memories for the residents.

Hyatt: What types of qualities, skills and experience should you look for in a volunteer?

Corrente: You should find out what has motivated a person or group to volunteer at your site. A person that has a parent or loved one in your facility may not be a good candidate because often when that parent leaves, they will too. Church or synagogue groups are often ideal because they encourage community service. Make sure that there is a screening system in place. One crucial element is the volunteer application. Critical items on the application include listing a driver's license or other identification that will enable you to perform a security check, and a list of references, especially from organizations where previous volunteer work was performed. Information about current or former occupations should also be captured. Other inquiries should include: how they heard about your organization, what they expect to gain from volunteering and what skills or qualities best suit them to this environment. It is important to find out as much relative information as possible in the beginning so that you are not faced with surprises later, and also to ascertain if this is a "good fit" for both the volunteer and the post-acute facility.

Hyatt: What can facilities do to assist in retaining volunteers?

Corrente: Retention of volunteers requires a certain amount of effort, as does retaining any good staff members. You must be prepared. Create a plan, have a direction, but, most importantly, expect the best and communicate your expectations. There should be ready access to information regarding the facility's volunteer opportunities. Administrators should support the volunteer activities, appoint someone to coordinate volunteer efforts and develop a program to recognize and reward outstanding volunteers. It helps also to allow volunteers to be involved in appropriate planning stages so that valuable information can be shared. Administrators need to listen to volunteers' input and needs. All of us have similar needs, even if our "packaging" looks different. Administrators and staff should take the time to show sincere appreciation for the volunteers' participation.

Hyatt: What other tips can you give post-acute care providers about volunteers?

Corrente: Administrators must begin to view volunteers through different eyes. Volunteers can assist you to reach your goals. They can improve customer satisfaction and be an important element to the facility.

Volunteers will challenge staff to build, create, and do their best. Administrators should encourage personnel to remember that volunteers don't want the staffs' positions, the volunteer only wants to make a difference.

Volunteers have always been involved in health care. However, as the economics of delivering health care services continue to change, the effective utilization of volunteers may be more important than ever.

Nursing Homes thanks Mrs. Corrente for so unselfishly sharing her time and expertise with our readers.

If you would like to participate or have a suggestion you would like to see included in this column, please send the information along with your name, name of your organization, address and area code and phone number, to "Post Acute Consult," c/o Laura Hyatt, 2956 Kelton Avenue, Los Angeles, CA 90064.

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Laura Hyatt is President of Hyatt & Associates, Los Angeles, CA.