Guest Services

The Volunteer Services Office works to recruit new volunteers, recognize and encourage current volunteers, promote growth within the 30-plus programs throughout the hospital, and lead the volunteer coordinators in Joint Commission Standards, program development, and continuing education. This office is the umbrella keeping our programs safe and manageable.

Guest Services volunteers assist the Volunteer Services Office with its overall function and daily needs. Each volunteer plays a significant role in Volunteer Services, whether it is helping to answer potential volunteer questions by phone or e-mail, creating volunteer orientation packets, assisting with volunteer appreciation banquets, or keeping the volunteer records up to date and Joint Commission-friendly.

Guest Services volunteers are able to experience variety, interact with people, and be creative, all while gaining management and leadership experience.

Guest Services volunteers also debrief on a regular basis with the program coordinator for Volunteer Services.

Opportunities

Each of the responsibilities listed below are in support of the Volunteer Services program coordinator and do not stand alone. Each of these positions, once filled, will allow for other volunteers to participate in each of these areas or in a combination of these areas as part of the team.

Orientation Coordinator

• Designing a standardized orientation program
• Creating a PowerPoint presentation to support the main ideas
• Inviting and scheduling new volunteers to attend
• Assembling handout material
• Conducting facility tours
• Following up with those who do not attend the orientation
• Backing up the orientation speaker/presenter as needed

In-Service Training Leader

• Identifying needed or desired topics/speakers
• Scheduling training dates
• Inviting speakers
• Publicizing sessions
• Coordinating refreshments, room arrangements, etc.
• Evaluating trainings

Researcher

• Conducting intensive studies on subjects requested by program coordinator
• Reviewing reference books and journals while keeping the program coordinator informed of these resources
• Conducting written and oral surveys
• Contacting outside sources of information
• Gathering resource materials
• Analyzing data and writing reports

Resource Developer

• Finding fundraiser opportunities in which to get involved
• Creating fundraisers that would support Volunteer Services
• Managing and executing fundraiser events
• Publicizing donation needs
• Keeping records of all contacts and results
• Thanking resources utilized and giving them public credit as appropriate
• Creating reports based on donations to present to leadership and to our volunteers

Newsletter Editor

• Producing a regularly published volunteer newsletter
• Soliciting articles
• Interviewing key people
• Gathering announcement data
• Maintaining distribution lists
• Supervising layout
• Selecting artwork and making design decisions

Records Manager

• Become familiar with Volgistics -- a volunteer software program
• Adapting to Volgistics and training staff on how to use it\
• Inputing volunteer information into Volgistics
• Entering information from volunteer time sheets
• Producing periodic reports summarizing activities and impact
• Keeping up with and organizing volunteer files as needed

Troubleshooter

• Keeping in touch with volunteers and salaried staff on a periodic, informal basis to assure that everything is going smoothly
• Providing volunteers and extra “ear” as a sort of ombudsman service
• Helping volunteers who work off-site to maintain a strong connection to the organization

Contact Information

Contact: Tori Young, program coordinator of Volunteer Services
Phone: 919-681-6088
Fax: 919-681-8451
Address: Box 2967, DUMC, Durham, NC 27710
E-mail: tori.young@duke.edu

Other Details

Program location: Duke University Hospital, Volunteer Services Office
Training provided: Volunteer orientation session -- which includes fire and safety, compliance, HIPAA, service recovery, etc. -- and job-specific training
Time commitment: Four hours per week, two-semester or one-year commitment
Conditions: Must have a friendly personality, be organized, be comfortable around people, and be able to multitask