Volunteer Handbook - Dec 2016

Child Life Volunteer Handbook

Volunteer Resources
The Hospital for Sick Children

WELCOME TO THE SICKKIDS Buddy Shifts are encouraged
VOLUNTEER PROGRAM
for new volunteers. Paired
PREPARING FOR YOUR FIRST SHIFT with a Team Lead, you will

have a knowledgeable

partner to walk you through
your first shift, step by step!

What to expect

You may feel nervous on your first day and that’s okay! Preparation can really help to ease some of
your apprehension. Check out some of these tips below:

• Ask questions at orientation and unit training, if you’re thinking it, someone else probably is too.

• Register or ask for a buddy shift. This needs to be requested a couple days before you want it so that we have
time to arrange it for you.

• Say hello to the staff on the unit every time you start a shift. Because most of the staff
are shift workers it may take weeks, even months, before you get to know them. It is
important not to get discouraged if they don’t recognize you.

• See if any of your old favourite books, games or movies are in the playroom. If
you’re enthusiastic about something, chances are the kids will get excited about it
too.

• Get familiar with SickKids celebrities A. Leboo, Ranger Ray, Soleil and
Herman. They can be a great conversation starter. Check out this link to find out
more about them!

• Practice how you are going to introduce yourself with friends or in the mirror before you get
to the hospital. It may feel strange, but trust us, it makes knocking on those first couple of doors
much easier. Offering one or two options is often a better idea that asking “is there anything I can
get you”. We suggest introducing yourself with something like this:

“Hi my name is Julie and I am a volunteer. Do you want to make a Remember to bring
necklace or play Connect 4 with me?” your badge, t-shirt or
vest, login pin and lock.
• Don’t be surprised if the parents stay in the room and join in the craft or game. Parents need The code to the lounge
fun and breaks too! Sometimes they really value the opportunity to speak to an adult about
something that isn’t medical and watch their child have fun. is 1-5-3.

• Most importantly, remember to smile and relax your posture! Volunteering is supposed to be fun! It will
likely take a couple of weeks before you feel fully comfortable.

UNIQUE SITUATIONS What do you think
you would do in these
Working with non-verbal patients
situations? It is
Depending on what unit you are on, working with non-verbal patients may become a fairly helpful to consider it
regular part of your volunteer experience. For other volunteers, it may only happen once.
before you are in

them.

• Many non-verbal kids want to play too!
• Be sure to talk to them directly, not just to their caregivers
• Try to ask yes and no questions, they might have their own ways of answering
• To better understand their interests, pay attention to cues; books beside their bed, the pjs that they are

wearing, posters on their wall, etc.
• Be silly, and embrace the situation. If you’re feeling uncomfortable it will make the kids feel uncomfortable
• Check out this link for tips and tricks on how to work with patients who communicate in all different ways

A patient discloses critical information to you

During your interview we talked about what to do if a patient discloses important information to you, such as, they
have stopped taking their medication or mention something that suggests that there might be reason to be
concerned about abuse. These situations rarely come up, but it is important to know what to do if it happens.

• If something is clearly concerning you do not need to ask further questions and should wrap up your visit and

go directly to get help from your supervisor or the charge nurse. That said, what is deemed clearly concerning,
or could be concerning, can be hard to determine.
• Say “thank you” for sharing this with me, and don’t promise to keep a secret.
• If you require clarification, you should avoid “interviewing” a patient or asking leading questions. A better
approach is saying, “can you tell me more about this?”
• Avoid making assumptions.
• You must take it forward to your supervisor, and follow up with VR
• With the support of a staff member, you may need to record the disclosure in the patient record
• It is unlikely for there to be any further requirements for you as a volunteer

Limits and guiding children’s behaviour

It is unlikely that you will experience problematic behaviour, but all children can act up and the
hospital can be a particularly stressful environment for patients and siblings.

If a situation comes up • Try to redirect the conversation or action to something positive e.g. instead of throwing
and you are not sure beads, lets have a race to see who can get the most on their string
• Do not restrain the child; gently try moving their hand away from their IV or offer a toy as a
what to do, always err on distraction
the side of caution and • If the behaviour is hurting themselves or others then you must call for staff support. Keeping
let staff know about it. the child safe is our top priority.

BOUNDARIES The staff on the units

Boundaries can be a challenge! It is rarely the black and white that is complicated are all committed to
but often the large grey zone in between. It would be impossible for us to list all of helping! Check in with
the complicated situations that may occur, but reading through these examples
should help offer some clarity. Child Life, the nurses
and patient info clerks.
When is it appropriate for me to touch a child?

In general, volunteers should avoid initiating direct contact with patients. That said, there are some circumstances
where touch is appropriate, and even necessary. We discuss the parameters around “appropriate touch” at
orientation in greater detail. If you have questions, please ask them then!

• If a child is in danger of slipping or falling please respond appropriately to help reduce risks of injury. This may

mean putting out your arms to break a fall.

• Little kids can be very touchy. If a child runs up to give you a hug, we don’t want you to push them off. Exercise

judgement and give the child a quick pat on the back then break the embrace.

• Sometimes a child may feel comforted by touch and it may be appropriate for you to rest your hand on their’s.

• Volunteers are allowed to hold babies if they are seated and wearing a gown.
• Remember: babies are often attached to various medical devices and may have tubes or lines that

impedes picking them up. A nurse must pick up the child and place them in your arms or back in their
crib. Make sure the nurse call bell is accessible, especially to call the nurse when you would like to leave.

Just after the parent leaves the room a 12 year old child tells you that he is thirsty and asks
you to pass the lemonade. Are you allowed to give it to them?

In all situations, sound Be careful and remember the policy NPO (Nothing Passes Orally). Volunteers should not
judgement and take it upon themselves to feed patients or give them water, juice, etc., unless they have
checked with the nurse first. If a child is waiting for an operation or test, giving them
common sense are key. food/drink could set them back hours! While it is tempting to trust a 12 year old to know
If something doesn’t what they are allowed to do, don’t be tricked. Its always best to check with the nurses
seem right be sure to first.
ask for help.
An exception to NPO may be in the Emergency Department. Your supervisor or a nurse
may ask you to get the patient juice and possibly a small snack from the storage space.

BOUNDARIES CONTINUED Gender can be challenging to

Can I buddy up with another volunteer to bring a patient to Marnie’s? navigate, particularly in a
hospital where patients may have
If you happen to have another volunteer on your shift, there should never be a
2:1 ratio of volunteers to patient. There are multiple children on every unit who side effects from treatment like
would love some volunteer company and if both volunteers are off of the unit or
spending time with the same child, no one is available to check in on other hair loss. Instead of making
patients. assumptions, offer activities that

are fun for everyone and avoid

pronouns.

I follow SickKids on Facebook and Instagram and noticed one of the patients I visit in the hospital
commented on a picture. Is it okay for me to add them as a friend or message them?

Social media can often create problems when it comes to boundaries. This example crosses the boundary
between what is personal and what is professional. You should not be exchanging any personal information with
patients and families as these are professional relationships, even on social media. The relationships you make in

the hospital stay here.

Remember, SickKids monitors social media and can see what you are posting.

Is it okay for me to visit patients from my floor after they have been transferred to a different unit?

You are not trained to volunteer on other units, and are not authorized to be there. If there is ever an emergency,
you are not equipped on how to respond on that unit. We have volunteers throughout the hospital that can
support patients when they are moved to a different area.

Can I call and inquire about the well-being of a patient after I have left my shift?

Do not call, or visit, the hospital to check on a patient. This is confidential information and will not be shared with
you. It can be challenging not to become attached, but try to focus on the time you spend together and the value
a child gets from the fun you bring to them during your shift.

What should I do if a parent insists on buying me a coffee or giving me money to say thank you?

While it can be difficult to turn down, as a volunteer you cannot accept a gift or money from the families that you
visit. It is best to thank them for the offer. If they insist, tell them about our policies. If they are still insistent you can
encourage them to make a donation at the donation boxes in the atrium instead.

DONNING AND DOFFING N95 masks are an
enhanced precaution.
Donning Only volunteers in the

Doffing Emergency
Department, CCU,
7BCDE & 8A/6E will
be trained to use

these masks and

GENERAL REMINDERS

Illness – If you are sick, do not come in for your shift. Please inform your supervisor and VR. In addition, you
must call STARS at 416-813-6400 or email [email protected]. All information reported to STARS is
confidential.

If you are feeling okay, but not sure if you should come in or not, call STARS, leave a voicemail with your
symptoms and phone number, and ask for them to let you know if it is okay for you to volunteer. They will call you
back in a couple of hours and let you know if it is appropriate for you to come in.

Attendance – Our policy is that you must maintain a minimum of 90% attendance in order to be invited back for
future volunteer terms. If you are missing a shift you must email your VR Coordinator and supervisor. We take

attendance seriously because each year we turn down 1000s of potential volunteers who also really
want the chance to volunteer at SickKids.

In addition to the core Exams – Shifts are only excused if your exam time conflicts with your shift time. Proof
programs, SickKids has may be requested. We know that exam season can be busy, but if all of our students
were to cancel their shifts in December and April our patients and families wouldn’t
over 20 unique receive the support that they need.
programs including:
PAWS, Scouts and Open Communication – If you are finding your placement challenging, or are having
Brownies and Project difficulty maintaining your commitment due to personal circumstances, please arrange a
time to speak with your supervisor or volunteer coordinator. We are here to support you.
Sunshine.

PLAY ROOMS AND RESOURCES

Kids love to go on adventures and SickKids has lots of places where you can take patients and siblings to play. Be
sure to check that it is okay with the nurses station first, and to sign patients out of their unit and back into their
unit when you return. In addition to the spaces listed below, SickKids also offers the Family Resources Centre on
the main floor.

If patients can’t leave their room, SickKids still offers daily activities through our internal TV channel, channel 41.
On channel 41 kids can call in and play “name that tune”, bingo, or build crafts with Project Sunshine from the
comfort of their rooms.

If families are looking for a place to get a coffee, Starbucks and Tim Hortons are both open 24 hours a day. The
hospital also offers numerous different dining options.

Marnie’s Lounge
Marnie's Lounge provides a wide range of activities for inpatients, outpatients, and
their family members. Marnie’s gives kids the opportunity to do art activities,
baking, play video games and air hockey, amongst many other things.

Location: 4th floor (Black Wing), across from the Volunteer Lounge
Monday - Friday: 9:30 to 11:30 a.m., 2 to 4 p.m. & 6 to 8:30 p.m.
Wednesday Teen Night: 8:30 to 10 p.m.
Saturday and Sunday: 2 to 4:30 p.m.

Samsung Space
The Samsung Space is a therapeutic
play and recreation area designed for inpatients, outpatients, and their
families. It offers a wide variety of programming geared towards young
children (toddlers, preschool), along with video games, board games,
computers, movies, and an outside garden patio.

Location: 9th floor (Atrium)
Monday, Tuesday & Wednesday: 10:30 a.m. to 12 p.m. & 2 to 6 p.m.
Saturday & Sunday: 11:30 a.m. to 3:15 p.m.

Play Park
The Play Park is a safe and fun place for siblings of patients and children visiting
clinics to play during visits to the hospital. Children must be a minimum age of 2 ½,
or accompanied by an adult.

Location: Atrium, main floor, across from Starbucks
Monday - Friday: 8:30 a.m. to 4:00 p.m.
Saturday and Sunday: 11:30 a.m. to 3:15 p.m.

TEAM LEADS Interested in becoming a Team

What are Team Leads? Lead? Demonstrate leadership,
commitment and enthusiasm
A Team Lead is a volunteer who has excelled in their placement for at least a year, and we might have a spot for
and has been recognized by both VR and the staff on the unit for having
exceptional leadership skills. Team Leads are here to offer support and guidance you! Be sure to talk to your
to volunteers.You can recognize them by their red t-shirts. supervisor and VR.

Their duties include:
• Fostering positive, supportive relationships with volunteers in their unit
• Provide buddy shifts for new volunteers during 1st shifts
• Participate in Orientation Sessions and Unit Training
• Act as a mentor for new volunteers
• Develop an ongoing and positive working relationship with Child Life and VR
• Identify volunteer and program needs
• Assist with special events

Things I Wish I Knew - Advice from Your Team Leads

“You’re likely going to be nervous on your first shift. That’s
normal.” – All Team Leads

“Introduce yourself to the staff on the unit. I wish I knew how
helpful they were when I first started.” Julia 4D Team Lead

“Make yourself a preplanned introduction for the first time
that you’re knocking on a door. It makes it a lot easier!” Jillian
– 5 A/B Team Lead

“Some days really aren’t busy and that’s a good thing! It
means that there are fewer kids in the hospital.” Donald –
Emergency Department Team Lead

“Pay attention to what kids are wearing and look for clues in
their rooms. This will help you start a conversation.” Jack –
Starlight Team Lead

“It’s okay to ask questions if you’re unsure of something. The
Volunteer Resources staff, Child Life Specialists, and Team
Leads are happy to help.” Sabrina – 8A/6E Team Lead

VOLUNTEER APPRECIATION

We are immensely grateful for the contributions of all of our volunteers and show our appreciation throughout the
year by hosting unique events.

Annual Volunteer Appreciation Event

Each year we host one major appreciation event which brings together volunteers from all of our programs for a
night of awards, speakers, prizes and food.

Speaker Series

Are you interested in Each year we host a series of presentations and discussions with experts from
a particular topic that throughout the hospital on a variety of different topics. Past events have included: a
you think would make panel discussion with the Family Advisory Network (FAN), a presentation on
Managing Resilience: Grief and Bereavement, and a Med School Lunch and Learn.
for a fascinating
event? Let us know! National Volunteer Appreciation Week

Each April, during National Volunteer Week, we show our thanks by extending our
office hours and connecting with volunteers over refreshments in the Volunteer
Lounge. We also arrange special visits with the dogs in our PAWS program so that
volunteers can have a chance to spend some time with these lovable creatures too.

VOLUNTEER AWARDS

All awards are presented annually at our Volunteer Appreciation Event. Service Excellence Award Recipient 2015 -
Sofia Sagaidak, Team Lead of the Year
Volunteer Service Excellence Awards

These awards were created in 2015 to recognize volunteers within
Volunteer Resources who exemplify the volunteer spirit and inspire
those around them through their dedication to the hospital. Each year
3-5 awards are presented to individuals who have made outstanding
contributions to the hospital.

Hours Levels

Bronze is awarded to volunteers who complete 500 - 999 hours.
Silver is awarded to volunteers who complete 1000 - 2499 hours.
Gold is award to volunteers who complete blank 2500 - 4999 hours.
Life Time Achievement is awarded to anyone who completes 25
years of service or 5,000 volunteer hours.

Our team normally
includes HR Students
who complete a four

month co-op
placement with us.

Meet the VR Team

Corinne Douglas - Senior Manager, Volunteer Resources

Corinne joined SickKids in 2008 as the Senior Manager of Strategy and
Operations and within 10 months was asked to lead VR. Corinne has an honours
degree from York University, and over 30 years of experience in both the private
and public sector. Corinne says that her current job is the best she has ever had!

Ashley Gelleny - Senior Program Specialist

Ashley joined VR in 2010. She has her Certification in Volunteer Administration
and has been an active volunteer for 15 years. In her spare time, Ashley enjoys
running, curling up with book, and taking ballroom dance and cello lessons.

Ashley was a competitive triathlete and hopes to complete an Ironman one day!

Julie Kuras - Program Specialist

Julie joined VR in 2014. She is a graduate of Carleton University and George
Brown College, and is currently a Masters Student at Osgoode Law School. In
her spare time, Julie enjoys volunteering, long distance running and reading.

Julie has traveled to 27 countries and loves to swap adventure stories.

Rachel Newson - Volunteer Coordinator

Rachel joined VR in 2013. She is a graduate of Brock University and Georgian
College. In her spare time Rachel loves to cook, spend time with family, and
watch her favourite sports teams!

Rachel is a certified Sommelier (wine taster) and worked for winery’s in Niagara.

Iman Fouad - Human Resources Associate

Iman joined VR in 2016. She is a graduate of University of Toronto and George
Brown College. She enjoys baking cupcakes, walking her dog, and catching up
on Game of Thrones!

Iman has 41 aunts & uncles (23 on her mother’s side & 18 on her father’s side).