Progress West Launches Volunteer Program

Just a few short months ago, the volunteer program at Progress West consisted of an enthusiastic program coordinator who was ready to build the program from the ground up, and approximately 75 names on a list.  And that's it. The names were those of people who had contacted Progress West since its opening in February 2007 to express an interest in volunteering at the facility. Since there was no volunteer program currently in operation, Lynn Dull, education coordinator, and future volunteer coordinator, recorded the names and contact information as requests came in, knowing that one day the Hospital would be ready to offer the program.

That day arrived last August, when, after designing the program, and outlining the application process, Dull began the recruiting piece. Hospital administrators, along with Dull, felt that the key to launching the program would be to start small, and pilot the service in only a few departments initially to ensure that both the volunteers and departments would have meaningful experiences. Postcards were sent to all the people who had expressed interest in volunteering over the past year and a half, requesting that those still interested submit an application form. Once the forms were received, applicants were screened and those with the skills and interest areas who best matched the participating departments were called in for an interview. "At Progress West, we place a significant emphasis on the culture and environment we offer to our patients and guests, so in order to ensure the volunteers match our service culture, they are interviewed in a fashion similar to that of our employees," says Dull. The interviews, which are based on Progress West's service culture and service priorities, are conducted in a three-step manner, consisting of a screening session, peer review panel, and manager interview. Additionally, to help acquaint them with the PWHC culture and facility, volunteers attend new employee orientation before beginning their service at the Hospital.

Out of the initial 75 names, approximately 40 submitted applications. The remaining applicants who have not yet been matched with a department are kept on file to be re-evaluated as new needs arise and as the program expands to include more departments and services.

The volunteers play a vital role in the life of PWHC, by providing services that complement and enhance the patient's experience while at the Hospital. "Currently all volunteers begin their service in Guest Relations, where they escort patients to physician offices or patient rooms as requested," says Dull. "They are often the first contact a patient or visitor may have upon arrival at Progress West, making their contributions valuable to our environment of care." As they become acquainted with the hospital they can choose to volunteer in another area or stay within Guest Relations if desired. 

In addition to Guest Relations, the volunteers assist in many other areas of the Hospital as needed, performing tasks such as filing, collating patient materials, executing mailings, assisting with community events, updating resources for publication, and preparing ice bags for the Women's Services department. "The volunteers are eager to help make a difference in the lives of our patients," says Dull. "No task is too small or insignificant, since everything we do is centered around our patients." 

To date, the PWHC Volunteers have contributed over 200 hours of service to the Hospital. The volunteer program will grow slowly as needs surface in individual departments, with the next areas of expansion expected to be in the Emergency Department and surgical services.