Mass General Hospital

Volunteer Orientation

Volunteer Department
Gray/ Bigelow Basement, 015
 Welcome

Welcome to the Mass General volunteer onboarding e-

learning session.

This session will take approximately 30 minutes to complete.

This session includes information on the Volunteer

Department expectations, requirements and Mass General
procedures and training for volunteers.
Agenda
The following topics are covered in this session:
 Volunteer Department’s Credo
 Brief History of Mass General and the
Volunteer Department
 Volunteer Staff
 Volunteer Expectations
 Volunteer Requirements
 Mass General Procedures and Training
Volunteer Department’s Credo
Our Credo is statements of our beliefs and
aims that guide our actions.
• Our patients and their families are our number
one concern; patients/their families/visitors often
feel overwhelmed, scared and anxious.

• Your presence is to make their experience here

comfortable, pleasant and smooth.

• Please go the extra mile!

This quote by Maya Angelou sums up our
Credo and expectations for all volunteers
as they serve our patients and families.

“I've learned that people will forget what you said,

people will forget what you did, but people will
never forget how you made them feel.”
Maya Angelou
Empathy:
The Human Connection to Patient Care

 The Human Connection to Patient Care

(video)
 https://www.youtube.com/watch?v=cD
DWvj_q-o8
Mass General History
Here are some interesting historical
facts about Mass General.
• Mass General was founded in 1811.
• It is the third oldest general hospital in US; oldest and
largest hospital in New England.
• This is a list of many medical firsts.
• First public use of anesthesia in surgery-Ether
Dome (1846).
• First successful surgical reattachment of a human
limb (1962).
• First successful artificial skin developed (1979).
Mass General Today
Here are three current facts about Mass General:

 Mass General is currently ranked among the top hospitals

in the U.S. News & World Report.

 Mass General has more than $1 billion in research

operations and stands as the largest-hospital based
research program in NIH funding.

 Mass General is not only the original teaching hospital of

Harvard Medical School, but also its largest, and nearly all
of staff physicians serve as faculty.
Mass General Mission Statement

Guided by the needs of our patients and

their families, we aim to deliver the very
best health care in a safe, compassionate
environment; to advance that care
through innovative research and
education; and, to improve the health
and well-being of the diverse
communities we serve.
Mass General Volunteer History
You are joining a long-standing volunteer
program at Mass General.
• Mass General volunteer program started in June 1869
with the formation of the Ladies Visiting Committee
consisting of four ladies elected by ballot who visit
the female wards.
• There was also a Men's Visiting Committee.
• It was believed to be one of the first organized
hospital-sponsored groups of volunteers in America.
• One of the roles was to register entries related to
autopsies and to help in the Treadwell Library.
About Volunteers at
Mass General
You will join a team of incredible, dedicated and
committed volunteers.

Annually:
 ~1,300 volunteers join the Volunteer Department

 ~1,000 volunteers serve in an active

weekly shift in over 52 programs in the hospital

 Mass General volunteers contribute over 90,000

hours
Volunteer Department Mission

To provide support and compassionate

service to patients, families, visitors, and
staff in a caring and respectful manner.
Volunteer Department Staff

Jackie Nolan, Director

Kim Northrup, Volunteer Coordinator

Volunteer Department Staff

Elyssa Simpson, Volunteer

Coordinator

Amina Belcadi, Staff Assistant II

 Mass General Leadership
“ As president of Mass General, I
am continually reminded of
and deeply grateful for the
critical role that volunteers
play in the hospital’s mission
to deliver high quality patient
care.”
David F. M. Brown, MD,
President
Expectations: Time Commitment
❑ In most program areas volunteers are
expected to complete a minimum of four
consecutive months or 40 hours of service.
There are a few program areas which require
longer time commitment. This will be
discussed during the interview.

❑ Volunteers are expected to serve on one four-

hour shift on the same day and time each
week.

❑ College students are allowed to complete a

minimum of 4 months within a school year.
Expectations: Planned Absences
The Volunteer Department, patients, their families and
staff rely on your presence here each week. You are
essential to the hospital operations.

❑ Please call our office at 617-726-8450 to notify us of absences at

least 24 hours prior to the start of your shift. Lack of
notification will result in an initial warning. If this becomes a
frequent occurrence it will result in dismissal from
volunteering.

❑ With high frequency absences we recommend a leave of

absence and a meeting with one of the volunteer staff to
discuss if a leave of absence is warranted.
Expectations: “Unplanned” Absences

We know “unplanned” absences occur..

❑ Please try your best to give us advanced notice. This provides us time to
plan accordingly. Call us at 617-726-8540 for last minute absences (no less
than 2 hours before your shift begins).

❑ Frequent call outs after your shift starts will result in a phone call/email
from us suggesting taking a leave of absence.

Please do not email us.

When you call, please tell us the following:

1. Your first and last name (spell)
2. Where you volunteer, shift time, and ID number
3. A phone number where you can be reached
4. Tell us the reason for your absence
Expectations: Cell Phones and Other
Electronic Devices
Cell phones and other electronic devices distract
you from your duties and can interfere with
some patient care equipment.
• Please do not use your cell phone while
volunteering.
• Please place your cell phones and
beepers in the lockers.
• Please give family members/friends the
Volunteer Office Phone number (617-726-
8540) for emergencies.
 Pre-Interview Requirements
Checklist:
❑ Age: You must be 18 or older to volunteer or 16-17 years
old to join the Junior program.

❑ Medical: We require two measles, mumps and rubella

(MMR) immunizations and one negative TB test result. If
you get a TB skin test done at another healthcare facility,
please be sure the document reads the “date placed and
date read” because Mass General will not accept it if it
does not include this information. If you had the BCG
vaccine and test positive for TB, testing requirements will
be discussed during the interview.
❑ Tdap is required for volunteers who will serve in all
pediatrics and the baby cuddling programs. Tdap must
have been given at age 11 and above to be valid.
 Pre-Interview Requirements
Checklist (cont.):
❑ Flu vaccination is required. Documentation (fax, mail or in
person) is required if your flu shot is done outside of Mass
General Occupational Health Services.

❑ Varicella vaccines are required. We require documentation of

varicella vaccine.

❑ COVID vaccination is required. We require documentation of

COVID vaccine.
 Pre-Interview Requirements
Checklist (cont.):

❑ Please print copies of all vaccinations

❑ Medical Record Number (MRN): We require a MRN to register

you in our system. To get a MRN please call the Registration
Referral Center at 866-211-6588.
Requirements: Jacket

❑ Jacket: All volunteers are required to wear a

volunteer jacket. A $15 cash/check deposit is required.
How to get a jacket will be explained during the
interview.

❑ It is your responsibility to keep it clean and ironed.

Always bring it to each volunteer shift. Never leave
jackets at Mass General week to week. Once you have
left your position as a volunteer, you have 90 days to
return your jacket in order to get the $15 refund.
Requirements: ID Badge

❑ Photo ID: All volunteers are required to have a photo ID.

It must be visibly worn during every shift. The process for
getting a badge will be discussed during the interview.
Lockers

❑ Lockers: We offer lockers to store your personal

belongings while you volunteer. However, please bring
your own lock and do not leave the locks on the lockers
overnight.
Benefits: Free Parking
We are pleased to offer free parking to all our
volunteers during their volunteer shift.

❑ All Mass General volunteers are eligible for free

parking during their shift.

❑ Details will be shared during the interview.

Benefits: Volunteer Recognition
Each winter and spring we celebrate and
recognize our volunteers for their generous
donation of their time and gifts.

❑ Volunteer Recognition Ceremony, spring

In the spring we honor volunteers by giving out several
awards.

❑ Service Pins, winter

In the winter we provide service pins based on the
number of hours volunteers donate.
Mass General Procedures and
Training
Mass General has very specific requirements when
handling patient protected health information (PHI)
and safety regulations to protect you and the patients.

This section will cover the following topics:

❑ Health Insurance Portability and Accountability
Act (HIPAA)/Confidentiality
❑ Protected Health Information (PHI)
❑ Infection Control
❑ Volunteer safety
❑ Patient safety
Procedures and Training: HIPAA

What is HIPAA?
❑ Health Insurance Portability and Accountability Act

❑ A Federal law that allows the protection of the privacy

and security of medical information.

❑ HIPAA is often used synonymously with

“confidentiality.”
Procedures and Training: HIPAA
Why is HIPAA important to Mass General?

❑ Mass General believes that maintaining patients’

trust in their caregivers is critical to obtaining a
complete history, securing medical record and
carrying out an effective treatment plan.
❑ HIPAA supports the hospital's mission.
Procedures and Training:
Protected Health Information (PHI)
What is Protected Health Information (PHI)?
❑ Any information that identifies patients in spoken,
written and electronic sources.
• name, address, medical record number and social
security number.

❑ Any information (past, present, or future (prognosis))

pertaining to physical or mental health, type of treatment
or services provided or payment.

❑ Health information about patients, employees, medical

staff, or the research and business affairs of the
department and the hospital.
Procedures and Training: PHI
Many volunteers have access to PHI as part of their
volunteer roles. For patient escort roles they use two
identifiers to help with discharging patients.
❑Identifiers are:
• Patient Name
• Date of Birth
• Medical Record number or Unit number
❑We use these identifiers to:
• “double check” patient IDs
• keep patients safe
Procedures and Training:
Confidentiality
Why is confidentiality important?

❑PHI is essential to all we do.

❑We have an ethical and a legal responsibility to protect

that information and to keep it CONFIDENTIAL.
 Procedures and Training:
Confidentiality
As a volunteer you are agreeing to protect
patient health information by:

❑ operating on a “need to know” basis. You only access

information that is needed to do your volunteer role
and not for any other reason.

❑ not asking patients questions about their medical

condition. If a patient shares information about their
medical condition, please steer the conversation back to
non-medical topics.
 Procedures and Training:
Confidentiality
As a volunteer you are agreeing to protect
patient health information by:

❑ Not sharing your personal heath information with

patients or providing medical advice based on your
medical experience.

❑ honoring our patients’ trust.

Procedures and Training:
Confidentiality
▪ Please do not share PHI with anyone unless
they are authorized to receive the information
and/or have a legitimate “need to know.”

▪ Please always verify their identity (for

example, checking someone’s Mass General
ID badge) before sharing the information.
Procedures and Training:
Confidentiality
Celebrities are often present at Mass General.
▪ Any information you learn while volunteering needs
to be treated as CONFIDENTIAL.
▪ You are not permitted to share (by texting, posting
on social media sites, phone calls, etc.) about the
following:
• Who you see in the halls. (ie. Tom Brady was
here)
• What you read in the papers or hear on the
news.
• What you read/see on social media sites
Procedures and Training:
Confidentiality
❑ If in your volunteer role you have access to
confidential information to be discarded, it must be
shredded or placed in a locked blue recycling bin.

❑ If you will be using a computer as part of your

volunteer role you must not:
• Share user ID and passwords.
• Leave your workstation without signing off from
the computer system.
 Procedures and Training:
Infection Control
❑ For the safety of our patients and yourself it is
important that you do not come to volunteer if you
are sick.

❑ If you are feeling ill, please remain at home and

contact Occupational Health Services (OHS) (617-
726-2217) and they will assess your symptoms and
let you know if you should come to volunteer.
 Procedures and Training:
Infection Control
If you have any of these symptoms……
• Skin lesions and/or rash, especially if lesions are weeping or
fever is present
• Non-intact skin or dermatitis
• Conjunctivitis or “pink eye”
• Diarrheal illness
• cough of more than two weeks (unless explained by a non-
infectious disease). Prolonged cough may be a symptom of
tuberculosis or Pertussis.
• New onset of jaundice
• Exposure to any contagious condition (TB, chicken pox, etc.)
please call Occupational Health Services (OHS) at 617-726-2217 to receive
further instructions.
 Procedures and Training:
Infection Control
If you have any of the following COVID
symptoms……
• Documented fever
• New sore throat
• New runny nose/nasal congestion
• New muscle aches
• New loss of smell or taste
• New shortness of breath
• New cough
 please remain at home

 please call the Occupational Health at 617-726-2217 to receive further

instructions.
 Procedures and Training:
Infection Control
If you are positive for COVID or been
exposed to COVID……
 Please do not come into the hospital.

 please call Occupational Health at 617-726-2217 for further

instructions.
Procedures and Training:
Infection Control
Hand hygiene prevents the spread of infection.
❑ Cal Stat is an alcohol-based hand disinfectant,
used in combination with hand washing to
prevent the spread of infection

❑ If your hand is visibly soiled, please wash your

hands with soap and water then use Cal Stat

❑ ACE = Always Cal Stat upon Entering or Exiting a

room. This is an easy acronym to help you
remember to use the Cal Stat.
Procedures and Training:
Infection Control
Hand hygiene prevents the spread of infection.
❑ Disinfect hands with Cal Stat after:

• touching the patient

• touching contaminated items or surfaces

• transporting patients by wheelchairs

• removing gloves, gowns, or respiratory

protection devices (if applicable)
Procedures and Training:
Infection Control

Patients in the hospital are sometimes placed on

isolation.

❑ Please look for brightly colored signs on a patient’s room

door or window that may indicate that a patient is on
isolation.
PLEASE SPEAK WITH THE PATIENT’S NURSE FIRST
BEFORE ENTERING A PATIENT’S ROOM THAT HAS
AN ISOLATION SIGN POSTED!

❑ Common types of isolations are contact, droplet and

airborne.
Procedures and Training:
Infection Control
Personal Protective Equipment (PPE)-Gloves/Gowns (if
applicable)
❑ Volunteers may enter an isolation room ONLY if they have
approval from the patient’s nurse and have received education
about the use of PPE for the specific type of isolation.
❑ Volunteers must use PPE as outlined on the precaution sign posted
on the room.
• Gloves: Required for entry into a room of a patients on contact
precautions or contact isolation plus.
• Gowns: Required if you will come in contact with the patient or
surfaces in the room (glove cuffs pulled over sleeves of gown).
❑ PPE must be removed on exiting the room, gloves first then gown.
❑ Disinfect hands immediately after removing gloves to avoid transfer
of organisms to other patients.
Procedures and Training:
Infection Control
Personal Protective Equipment (PPE)-Masks
(if applicable)
❑ Masks are used to protect against germs that may be
passed through coughing.
❑ Patient or volunteer may need to wear a surgical
mask. Please follow instructions of the nurse.
❑ Please remove mask immediately upon leaving the
patient’s room.
❑ Please disinfect hands (follow hand hygiene process)
to avoid transfer of organisms to other patients.
Procedures and Training: Safety
Each person who receives a photo ID will also get an
orange card with the list of very important safety
information. These numbers and information is made
available to you in case of emergency. Emergency phone
numbers can also be found on every in-house telephone.

On this card you will find the following safety information:

• Emergency phone numbers
• The Dr. Johnson Code Emergency Information

• RACE fire safety plan Police XXXX

Please see RACE slide for more details Fire

Security
XXXX
XXXX
Dr. Johnson XXXX
PASS = XXXXXXXX
RACE = XXXXXXXX
Procedures and Training: Safety
Mass General Police and Security are
available 24-hours a day, 365 days a year in
case of emergency.

❑ If you need assistance, please call them directly at

6-2121 and give them the following:

1. Your name

2. Location

3. Description of the situation

Procedures and Training: Safety
Dr. Johnson code is in place to protect you when you are
in a potentially dangerous situation involving a
perpetrator . If this is the case, please follow these steps:
• Please call 6-2121.
• Say the words, “I need to page Dr. Johnson,” and give
your exact location.
• The Security Dispatcher will verify that this is NOT a
page and will ask you questions that require only YES or
NO answers.
– Even as the security dispatcher is questioning you, a second
security officer is already on the way to your location. If
possible, stay on the line until the security officer arrives at
your location.
Procedures and Training: Safety

Escorts:
 Police and Security offer escort service to garages,
lots, and streets surrounding the hospital

 There may be a delay until a Police and Security

Officer can respond.

 Call extension 6-2121

Procedures and Training: Safety

 Garage safety
– Utilize our safety escorts or “buddy up”
– Park in well-lit areas
– Lock your car and close the windows
– Secure packages and valuables in your
trunk
– Safeguard purses and wallets
– Be aware of your surroundings
Procedures and Training: Safety

 Garage safety
– Report all suspicious activity promptly
– Know call box locations and how to use
them
– Avoid people that make you
uncomfortable
 Procedures and Training: Safety
 Code Pink means “Security Alert, Security Alert.
There is a <child, infant, newborn> missing from a
hospital unit.”
 Actual or attempted infant/child abduction
 When a Code Pink announcement is made
– follow instructions of nursing staff in your area
– notify Police and Security if you see something
suspicious: 6-2121
 Procedures and Training:
Fire Safety
Code Red means “Facility Alert, Facility Alert. This
means there has been a Fire Alarm Activation in <specific
location>.”
❑ Never say FIRE
❑ A Code Red can often be contained in one location
❑ Large-scale evacuation is usually not necessary
❑ An alarm sounds only in the building in which the
Code Red is occurring
❑ Follow directions from overhead announcement or
instructions from staff in your area (Police and
Security, Buildings and Grounds, Nursing)
Procedures and Training:
Fire Safety
RACE is an acronym that hospital personnel use to
remember their duties in case of fire. Please always
follow the directions of the staff on your unit.
 Rescue – Remove anyone in danger of flames
or smoke. Do not go immediately to the stairs.
 Alarm – Pull the unit on the wall AND call
extension 6-3333 to report the Code Red.
 Confine – Close all doors and windows.
 Extinguish OR Evacuate – Put out fire with a
fire extinguisher, OR if ordered, leave the area.
Procedures and Training:
Fire Safety
If an evacuation is necessary. Please follow the
instructions below:
❑ Stay with your team.
❑ Assist as directed by staff in your unit.
❑ Horizontal evacuation is usually the primary plan:
• move to an adjacent building, but remain on the same
floor
• do not go down the stairs until directed by staff
❑ Vertical evacuation can only be ordered by the Chief of the
Boston Fire Department with Hospital Administration.
❑ A Code Red (fire alarm activation in a specific location)
remains in effect until the page operator announces that the
Code Red is over.
Procedures and Training:
Fire Safety
❑ For many of our volunteer areas you may
be asked to transport a patient in a
wheelchair.
❑ The next several slides will cover
instructions about wheelchair safety.
❑ You will be provided with wheelchair
training if you are assigned to an area that
requires transporting patients in
wheelchairs.
Procedures and Training:
Patient Safety-Parts of a Wheelchair
In your volunteer role you may be asked to transport a patient
in a wheelchair. Please familiarize yourself with the parts of
the wheelchair.
Procedures and Training:
Patient Safety-Wheelchair Brakes
Wheelchair brakes are essential to keeping
patients safe when transporting them in a
wheelchair.
❑ Check to be sure the brakes are in good
working condition
❑ Lock wheelchair when the chair is not moving
❑ Brakes should be locked:
• Before you help a patient into the
wheelchair
• Before a patient gets out of a wheelchair
Procedures and Training:
Patient Safety-Wheelchair Leg Rests
Leg rests supports the patient’s leg while they are
being transported.
❑ Make sure wheelchair has
• two working leg rests with foot plates
• leg rests that are firmly attached
❑ Elevate leg rests so that they are not touching the
floor
❑ Move the leg rests out of the way before helping a
patient in or out of the wheelchair
❑ Before pushing the wheelchair make sure the
patient’s feet are firmly on the footplates
Procedures and Training:
Patient Safety-Wheelchair Arm Rests
Arm rests help to support and steady the patient
as they get in and out of the wheelchair.

❑ Encourage a patient to use the arm rests when

getting in and out of a wheelchair.

❑ Ensure patient’s arms are resting on the arm rests or

their laps before pushing the wheelchair.
Procedures and Training:
Patient Safety-Wheelchair Up Slope
Patients are transported to many surrounding areas
around the hospital. You may be asked to transport a
patient up a steep incline. For you and the patient’s
safety please follow these three steps when going up an
incline: (see picture for visual demonstration)

❑ Always go in a forward-facing straight direction

❑ Push patient at a slow speed up the ramp

❑ Lean your body weight into the chair

Procedures and Training:
Patient Safety-Wheelchair Down Slope
Patients are transported to many surrounding areas
around the hospital. You may be asked to transport a
patient down a steep slope. For you and the patient’s
safety please follow these three steps when going up or
down a steep slope: (see picture for visual demonstration)

❑ Always go in a zigzag direction

❑ Drive the chair side to side on a wide ramp

❑ Be careful to make turns/changes in direction slowly

Procedures and Training:
Patient Safety-Stretchers
Volunteers do not transport patients on
stretchers except within the Emergency
Department.

If you are asked to transport patients on

stretchers, please ask the Mass General
staff to contact the Mass General
Transport Department at 6-2255
 Procedures and Training:
Patient Safety-Oxygen (O2) Cylinders
❑ Patients may come to Mass General with their
own O2 tank. They can also request one of
ours while they are here.

❑ Please do not hook up a patient to an O2 tank.

❑ If a patient needs assistance, please ask the

Mass General Information Associate to help
the patient.
Procedures and Training:
Patient Safety-O2 Tanks on Wheelchairs

❑ O2 tanks should not be left on wheelchairs.

❑ If you see an O2 tank on a wheelchair without a
patient in it, please bring the wheelchair to one of the
Information Desks.
❑ Please remove the O2 tank and place in the “Cart for
Used Cylinders.”
❑ Each Information Desk has a cylinder cart, please
ask one of the Mass General Information Desk staff
for help if you are unable to locate it.
Procedures and Training:
Patient Safety-Boundaries
❑ As a volunteer you will meet people at vulnerable
times in their lives.
❑ Boundaries and roles are important to pay attention
to – they keep us, patients and families safe.
❑ Important to remember:
▪ Be an active listener
• Respond empathically to the person’s experience, not a
time to share your own journey
▪ Remember your volunteer role
• It is not appropriate to share personal information
(phone, email, address, Facebook page) or to visit with
patients and families outside your volunteer role or shift.
Procedures and Training:
Patient Safety-Boundaries
 Please do not accept gifts or tips. If a patient offers
you a tip/gift, please thank them and graciously
refuse saying, “I am not allowed to accept tips/gifts.”

 If a patient ask you to purchase an item, please

inform the patient’s nurse about the request.

 Uncertain about a request, please speak with the

nurse or contact the Volunteer Department staff
Procedures and Training:
Diversity

❑ Mass General employs a diverse staff to best

serve a diverse patient population.

❑ Please show respect for all people you serve.

❑ Mass General has a very strong

nondiscrimination policy.
Procedures and Training:
Discrimination/Harassment
 Mass General is committed to providing a safe and respectful
work environment or every member of our community.
Everyone is expected to treat their colleagues and members
of the community with respect and dignity.

 Any form of discrimination and/or harassment based on

race, sex, religion, creed, color, national or ethnic origin, age,
disability, military status, marital status, sexual orientation,
gender, gender identity or expression, genetic information,
pregnancy or a condition related to pregnancy or any other
characteristic protected by law is not acceptable at Mass
General Hospital.

 Such conduct is inconsistent with Mass General values and

commitment to excellence.
Procedures and Training:
Harassment
Harassment in the workplace is unlawful and will not be
tolerated.

 Harassment is defined as any conduct that denigrates or

shows hostility or aversion to a person because of race, sex,
religion, creed, color, national or ethnic origin, age, disability,
military status, marital status, sexual orientation, gender,
gender identity or expression, genetic information,
pregnancy or a condition related to pregnancy or any other
characteristic protected by law where such behavior has the
purpose or effect of 1) creating an intimidating, hostile, or
offensive work environment, or 2) unreasonably interfering
with an individual’s work performance or adversely
affecting an individual’s employment opportunities.
Procedures and Training:
Sexual Harassment
Sexual harassment is defined as unwelcome sexual advances,
requests for sexual favors, and any conduct of a sexual nature
when either:
 Submission to or rejection of such advances, requests or
conduct is made either explicitly or implicitly as a term or
condition of employment or as a basis for employment
decisions, such as promotions, assignments, salary, or
scheduling; or

 Such advances, requests or conduct have the purpose or

effect of unreasonably interfering with an individual’s work
performance by creating an intimidating, hostile, humiliating
or offensive work environment.

 Sexual harassment may occur regardless of the intention of

the person engaging in the conduct.
Are You Ready to Volunteer?

❑ Some questions to ask yourself…

• Can I commit to a weekly 4-hour shift for a
period of at least 4 months (40 hours)?
• Am I ready to contribute my greatest gift
of providing the best service to patients
and their families?
• Do I want to join a vibrant community of
outstanding and dedicated people?
 Thank you!

Massachusetts General Hospital

Volunteer Department
Gray Bigelow Basement /Suite 015

617-726-8540
Please click EXIT in the top
www.massgeneral.org/volunteer right to move forward to the
next learning activity.