The role of the volunteer is to support the structure and organisation of the In-Patient Unit to ensure that every patient and their family members have a positive experience. Volunteers play a vital role in ensuring visitors feel cared about, comfortable and relaxed. There are number of specific responsibilities within the volunteer remit. These may vary in relation to the needs of the organisation and the shift time.
- Answering phone calls from relatives, health care professionals, Cornwall Hospice Care supporters, cold callers and suppliers.
- Transferring calls to the appropriate department or person.
- Act as the first point of contact for visitors to Mount Edgcumbe Hospice and welcoming all who visit.
- Managing the visitors signing in book.
- Dealing with all incoming post and parcel deliveries.
- Accepting and recording all donations.
- Assisting the Fundraising team by counting money from various In-Patient Unit activities.
- Various other administrative duties including photocopying, collating printed material, booklets etc.
- Maintaining an up to date daily diary of all relevant information i.e. appointments, room bookings, presentations, courses, etc.
Hours of Work
Preferably weekly or fortnightly
Morning shift 9.00 – 1.00
Afternoon shift 1.00 – 5.00
Evening shift 5.00 – 8.00
Volunteers will also be expected to attend any meetings or training where appropriate.
Essential skills and qualities
- Be able to listen and empathise.
- Sensitive to the needs of those affected by life-limiting illnesses.
- Ability to deal with complex, sensitive and emotionally challenging situations.
- Good telephone manner.
- Courteous, friendly and approachable.
- Possess good interpersonal and communication skills.
- Be presentable regarding dress code (casual smart).
- Be able to cope in a sometimes busy environment.
- Enjoy meeting and dealing with a variety of people.
- Be able to work effectively in a team.
- Have a good understanding of confidentiality
- Have a good understanding of personal and professional boundaries
- Sense of humour
- Commitment to the ethos of Cornwall Hospice Care
Induction and Training
All new volunteers are expected to attend an induction session which includes the code of conduct, health and safety processes, confidentiality policies, fire evacuation procedures, Infection prevention and control measures as well as other important and relevant Hospice information and core training.
Volunteers will also be expected to complete mandatory training sessions and relevant courses in order to keep up to date with organisational and legal regulation changes.
There is a requirement that the volunteer maintains regular contact with the Volunteer Services team, and takes responsibility for communication regarding their role and responsibilities and links into all relevant volunteer programs (induction, meetings, training sessions etc.)
What you can expect from Cornwall Hospice Care
- To be valued and respected
- To receive appropriate induction and training
- To have adequate support and supervision
- To have a safe working environment
- To be reimbursed for reasonable out of pocket expenses
Disclosure and Barring Service (DBS) check and references:
This position is subject to a Disclosure and Barring Service check at Standard Level.
Volunteers will also be required to provide 2 references and attend an interview.