Friendly Visitor

Shopper

Home Assistance Provider

Transportation Provider

Telephone Reassurance

Nutritional Delivery Driver

JABA’s Neighbor to Neighbor Volunteer Handbook

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We hope the Neighbor to Neighbor Handbook helps to make your volunteer experience

better for you and the people you are serving. Please call or email JABA’s Volunteer

Services team and/or the staff engaged with the program you are supporting with any

questions, concerns or feedback. Your direct interaction with the members of the

community enables you to make observations that we cannot. Thank you for your

commitment, compassion and assistance.

JABA’s Volunteer Services 674 Hillsdale Drive, Suite 9, Charlottesville, VA 22901 www.jabacares.org Manager, Leanne Probst lprobst@jabacares.org 434-817-5272 Volunteer Coordinator, Carleigh Showalter cshowalter@jabacares.org 434-817-5226

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Contents

History & Mission .......................................................................................................................................... 5

Neighbor to Neighbor Program ................................................................................................................. 5

Mission ................................................................................................................................................... 5

Goals ...................................................................................................................................................... 5

Snapshot of Our Community ..................................................................................................................... 6

JABA’s Presence – Thomas Jefferson Planning District ....................................................................... 6

NtN Services ................................................................................................................................................. 7

Friendly Visitor ........................................................................................................................................... 7

Shopper ..................................................................................................................................................... 7

Home Assistance Provider ........................................................................................................................ 7

Transportation Provider ............................................................................................................................. 7

Telephone Reassurance ........................................................................................................................... 7

Nutritional Delivery Drivers ........................................................................................................................ 7

Referrals to JABA’s Volunteer Services Department .................................................................................... 8

JABA Options Counseling ..................................................................................................................... 8

JABA Care Transitions........................................................................................................................... 8

Long-Term Care Facilities ..................................................................................................................... 9

Partner-Agency Social Workers ............................................................................................................. 9

Becoming a Neighbor to Neighbor Volunteer ............................................................................................... 9

Process ...................................................................................................................................................... 9

Qualifications/Traits ................................................................................................................................... 9

Criminal Background Check ...................................................................................................................... 9

Purpose .................................................................................................................................................. 9

Disqualifying Crimes ............................................................................................................................ 10

Background Screening Process .......................................................................................................... 10

Evaluating Record ................................................................................................................................ 10

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Appeals Process .................................................................................................................................. 11

Placement ................................................................................................................................................ 11

Commitment ............................................................................................................................................ 11

Ending Your Service ............................................................................................................................ 11

Communication ........................................................................................................................................... 12

When to Contact Volunteer Services ...................................................................................................... 12

When to Contact Referral Contact .......................................................................................................... 12

Reporting Your Hours .............................................................................................................................. 12

What Hours Count? ............................................................................................................................. 12

Mileage Reimbursement .......................................................................................................................... 12

Responsibilities of the NtN Volunteer ......................................................................................................... 13

Standard Assistance of NtN Volunteers .................................................................................................. 13

Unacceptable Tasks of NtN Volunteers .................................................................................................. 13

Setting Limits ........................................................................................................................................... 13

Confidentiality .......................................................................................................................................... 14

Handling the Individual’s Money .............................................................................................................. 14

JABA’s Resource Counseling Service .................................................................................................... 14

When to Call Emergency Medical Services (EMS) ................................................................................. 14

At Home ............................................................................................................................................... 14

In Your Travels ..................................................................................................................................... 15

What Everyone Should Know About Good Samaritan Laws .................................................................. 19

Tips and Resources .................................................................................................................................... 20

Listening Tactics ...................................................................................................................................... 20

Some Practical Suggestions to Facilitate the Conversation ................................................................ 20

Conversation Starters .............................................................................................................................. 21

Consider Your Older Friend’s Challenges ............................................................................................... 22

Visiting the Blind or Visually Impaired .................................................................................................. 22

Visiting the Hearing Impaired ............................................................................................................... 22

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Visiting the Memory Impaired .............................................................................................................. 23

Falls Prevention ................................................................................................................................... 23

Recognizing Depression in The Elderly .................................................................................................. 24

Ways to Help a Depressed Older Person ............................................................................................ 24

Interventions That Are Helpful For Facilitating Grieving .......................................................................... 25

Position Supplements ................................................................................................................................. 26

Friendly Visitor ......................................................................................................................................... 26

Before Your First Visit .......................................................................................................................... 26

When You Visit .................................................................................................................................... 26

25 Ways to Share Quality Time ........................................................................................................... 26

Transportation Provider ........................................................................................................................... 27

Your Vehicle ......................................................................................................................................... 27

Weather Considerations ...................................................................................................................... 27

Boundaries ........................................................................................................................................... 27

Traffic Laws .......................................................................................................................................... 28

Shopper ................................................................................................................................................... 28

Home Assistance Provider ...................................................................................................................... 28

Friendly Caller ......................................................................................................................................... 29

Procedure ............................................................................................................................................ 29

Call Format .......................................................................................................................................... 29

Nutritional Delivery Drivers ...................................................................................................................... 29

Procedures ........................................................................................................................................... 29

Safety Information ................................................................................................................................ 30

Meals on Wheels Drivers ..................................................................................................................... 30

Nutritional Delivery Supplement - Telephone Reassurance Caller ......................................................... 31

Call Schedule ....................................................................................................................................... 31

Making the Telephone Call .................................................................................................................. 31

Tracking ............................................................................................................................................... 31

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History & Mission

Since 1975, the Jefferson Area Board for Aging, JABA, has been serving the needs of the aging community in the Thomas Jefferson Planning District (the city of Charlottesville and the counties of Albemarle, Fluvanna, Greene, Louisa and Nelson). Through the years, from our roots as a federally mandated Area Agency on Aging to our current position as one of the most innovative and successful aging organizations, JABA has never lost focus of the needs and desires of the community. Working with state and local government, educational institutions, private citizens of all ages, businesses, and other nonprofit organizations, JABA has consistently risen to the challenge of its mission: to promote, establish and preserve communities for healthy aging that benefit individuals and families of all ages.

Neighbor to Neighbor Program

JABA’s Neighbor to Neighbor (NtN) Program responds to an often vulnerable population, the elderly, by matching volunteers with seniors residing in their homes or in long-term care facilities. Some individuals who are trying to “age in place” and remain independent require support services to do so. Others are isolated and without family in the area to assist them. Some of the seniors who have family nearby need assistance beyond what the family can provide with their time and resources

Mission

To meet the needs of older adults as they age through volunteer support

Goals

Reduce social isolation

Preserve dignity, value and self-worth

To provide regular wellness checks

Affect a senior’s ability to age in place

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Snapshot of Our Community:

By 2024, 1 out of every 4 residents in the Thomas Jefferson Area Planning District will be over 65

The number of residents in out planning district aged 65+ is projected to increase 75% from 2000-2020

26% live alone, without consistent supports in place

10.6% live at or below the poverty level

JABA’s Presence – Thomas Jefferson Planning District

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NtN Services

The following are the six volunteer positions under the NtN Program. A senior may need assistance in one area or several different areas. Additional information about each position can be found at the end of this handbook.

Friendly Visitor

Friendly visitors provide weekly visits to a homebound and/or isolated senior with the goal to reduce isolation and increase socialization for the senior. Enjoy shared activities, to include talking, playing games, putting together puzzles, sitting in the garden, discussing current events and more.

Shopper

Shopper volunteers assist older adults who are not able to easily manage shopping excursions for themselves. They may take the individual shopping or can do the shopping errands for the individual.

Home Assistance Provider

Older adults may need home assistance help to enable them to age in place, to include raking leaves, shoveling snow, cleaning gutters, changing out-of-reach light bulbs and light handiwork. Often this volunteer position can be paired with others in the NtN program.

Transportation Provider

Transportation providers are matched with an older adult who either can no longer drive or who needs accompaniment to an appointment. Examples of trips include to the grocery store, drug store, medical appointments or to a long-term care facility to visit a loved one.

Telephone Reassurance

Telephone reassurance volunteers, or friendly callers, place phone calls to check in with the senior(s) in need of contact to ensure personal safety and wellbeing. This may be temporary while recuperating from an illness or it may be a permanent situation. Call frequency will vary from 1/week to 1/month depending on the situation.

Nutritional Delivery Drivers

JABA Nutritional Delivery Drivers volunteer once/month to drop off nutritional supplements and offer needed socialization to older adults that would otherwise go without.

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Referrals to JABA’s Volunteer Services Department

Volunteer Services will accept a request for an NtN volunteer from a JABA Options Counselor, JABA Care Transition Specialist, partner agency social worker, or from a key staff member at a long-term care facility. The request is done through submission of the JABA Volunteer Request Form to JABA’s Volunteer Coordinator. To ensure that the safety of the volunteer is considered, a home visit will be performed by the person requesting a volunteer before a volunteer request is submitted.

JABA Options Counseling

The primary purpose of options counseling services in relation to the NtN program is to:

Develop a care plan

Consider the safety of the individual and the volunteer

Address any issues which may arise as noted by the volunteer or individual.

If all of an individual’s needs can be addressed through resource counseling services and do not require a home visit, an Options Counselor will not perform a home visit solely for the purpose of screening an individual for an NtN volunteer. An individual may be screened for a NtN volunteer if there are other needs to be addressed by the Options Counselor or at the Options Counselor’s discretion.

JABA Care Transitions

JABA Care Transition Specialists coach a senior for 30 days following discharge from the hospital. They help the senior become more active in managing their own care through setting goals, reviewing medications, preparing for the next doctor’s visit and providing information about community resources. The Transition Coach may identify need for an NtN Volunteer to support the individual as they recover.

Completion of Options Counseling & Care Transitions Services

The Options Counselor or Care Transition Specialist will close their active encounter on an individual once the service plan is complete. The NtN volunteer will be given the senior’s emergency contact and Options Counselor or Care Transitions Specialist contact to facilitate reporting any concerns regarding the person they are serving. Any future needs will be addressed through JABA’s Resource Counseling process. In this way the individual will have access to the full scope of JABA programs, services, and staffing to meet their needs.

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Long-Term Care Facilities

JABA Options Counselors will not provide assessment services to persons residing in long-term care facilities. JABA accepts requests for an NtN volunteer from facility staff. The staff member becomes the volunteer’s primary contact for reporting any concerns about the individual. If the individual returns to their home then there may be a referral made to JABA to help the individual determine the services preferred.

Partner-Agency Social Workers

JABA accepts requests for an NtN volunteer from community social workers. The social worker becomes the volunteer’s primary contact for reporting any concerns about the individual.

Becoming a Neighbor to Neighbor Volunteer

Process

The first step for all potential volunteers is to complete JABA’s Volunteer Registration Form and participate in a screening process to determine volunteer qualification for a position with JABA or a community partner.

Qualifications/Traits

All NtN volunteers must meet the following qualifications. Additional qualifications may be necessary as will be outlined in the position description specific to each request.

Pass a criminal background check

Moving vehicle check if providing transportation

18 years or older if volunteering as an individual

Able to provide own transportation

Genuine care and concern for older adults

Good listening skills

Dependable

Punctual

Exercises good judgement

Problem solving skills

Ability to set boundaries

Criminal Background Check

Purpose

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It is the intent of this policy to establish guidelines and procedures for JABA to protect service recipients by investigating the background of volunteers who have one-to-one contact on a regular basis with service recipients in an unsupervised setting. Knowing an individual’s criminal background can provide more certainty that people with a history of inappropriate behavior will not have access to the participants involved in our programs that are not in a supervised setting.

Disqualifying Crimes

No individual will be permitted to volunteer for JABA if the results of the background check show that the person has ever been convicted or has a charge pending against them in which it is alleged that they have committed a crime that falls under one of the following categories. (Examples of crimes under each category are not exclusive.)

All Felony Offenses-kidnapping, aggravated burglary, carjacking, arson, drug related crimes, etc.

All Sex Offenses-child molestation, sexual assault, rape, sexual battery, indecent exposure, child exploitation, etc.

All Violence Offenses-murder, manslaughter, aggravated assault, robbery, an offense involving a weapon, etc.

Background Screening Process

Volunteer Services staff will distribute the Background Check Authorization Forms to volunteers during the in-person interview to be filled out and run before the start date of the placement. Information required includes Name, Address, SS number, DOB, Phone number and Signature. If a driver’s check is to be done, volunteer will supply their driver’s license number and state issued.

The Volunteer Services staff will submit the background information online to IntelliCorp.

If any disqualifying offenses are reported in the background check, the Volunteer Services staff will notify the volunteer that they are disqualified. The volunteer will be given information on the appeals process.

Volunteer Services will record the date of the background check into Volunteer Reporter and file the paperwork in the Volunteer’s folder maintained in a locked file cabinet.

Evaluating Record

A conviction of a crime, other than a disqualifying crime, does not automatically

preclude volunteer service, and individual circumstances will be considered. For crimes

that do not fall into a disqualifying category, Volunteer Services will follow the same

criteria used for JABA employees as dictated by EEOC regulations.

The nature and gravity of the offense,

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The time elapsed since the conviction or completion of sentence, and

The nature of the volunteer position sought

Appeals Process

If a volunteer feels the information on a record is in error, it is his or her responsibility to

contact the agency that provided the information and have the record corrected and

obtain written verification that an error was made.

Placement

Throughout the screening process, personality traits and preferences of both the individual and potential volunteer will be taken into consideration to find the most appropriate match possible. There may not always be an immediate match at the end of the screening process

Once a match is identified:

1. The volunteer receives position description with background information about

the individual, name, phone, address, and key tasks of the position.

2. The volunteer is connected with the JABA Options Counselor, Social Worker or

Facility contact. The contact then notifies the individual that a volunteer has been

identified for them.

3. Volunteer contacts the individual directly to make introductions and establish day

and time of first visit

Commitment

Commitment to the program and to the individual you are matched with is critical to ensure success. Commitment specific to your match will be outlined in your position description.

In the event of illness, unexpected schedule conflict or other situation, please let your individual know as soon as possible. Inform the appropriate JABA staff member if an alternative arrangement needs to be made.

Ending Your Service

We understand that situations for volunteers can change that effect availability and commitment due to unforeseen circumstances. If there is a change in your commitment to being a NtN volunteer:

Inform Volunteer Services. A minimum of two weeks’ notice is preferred to circumvent a lapse in contact with the individual.

Inform the individual you have been visiting that your time with him/her will be coming to an end. Give as much notice as possible.

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Communication

When to Contact Volunteer Services

If you are feeling overwhelmed by issues arising from your relationship

If you have conflicts with your friend

If personal circumstances make it difficult to keep your commitment

If you need to discontinue your volunteering

Call/email with good news, too!

When to Contact Referral Contact

You are the eyes and ears for this individual. Feedback about your friend’s well-being is invaluable. Please contact the staff member connected with the individual if:

You observe sudden or significant changes in appearance, function, behavior or living conditions.

See Neighbor to Neighbor Report at the end of this handbook for more details

Reporting Your Hours

JABA reports out to county officials about the impact volunteers have in carrying out its mission. Please keep track of time spent volunteering and report your monthly hours by responding the to the Volunteer Coordinator’s monthly email request for hours.

What Hours Count?

Your total monthly hours for your NtN position include:

Time spent with the individual

Time traveling to /from the destination

Any work done in preparation for your time together

Mileage Reimbursement

Mileage is reimbursable up to $15 per month. The volunteer must submit a

mileage reimbursement request form by the 5th of each month to receive

reimbursement.

Alternately, a volunteer may choose to deduct non-reimbursed mileage from their taxes.

Please consult the Internal Revenue Service (IRS) guidelines or your tax advisor. The

IRS requires you to maintain adequate records in order to qualify for tax deductions.

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Responsibilities of the NtN Volunteer

Standard Assistance of NtN Volunteers

Social conversation/activities either in the home or on the telephone

Transportation to doctor or other critical appointments

Grocery shopping or errands such as picking up prescriptions

Yard work

Minor home repairs

Help with light chores in the home such as changing light bulbs, taking out the trash, programming a remote control, home organizing, etc

Unacceptable Tasks of NtN Volunteers

Housekeeping (laundry, deep cleaning, etc.)

Personal care (bathing, clothing, helping to the restroom, etc.)

Banking, paying bills, balancing checkbook and other financial requests

Pet care

Physical transfers (lifting the individual to help move from one location to another)

Setting Limits

We recommend using the “litmus test” of being a neighborhood friend when considering your new friendship.

Do not give out your telephone number unless you are comfortable doing so (we discourage)

Use your best judgment about touching or being touched by your older friend.

Share only personal information that you feel comfortable disclosing.

If your friend asks to be accompanied outdoors, do so only if you feel comfortable and confident.

Do not make promises you can’t keep.

Do not get involved with family problems.

Do not give legal, financial, or medical advice.

Do not, under any circumstances, assume legal responsibilities.

Do not tolerate verbal abuse or rude behavior.

Do not accept gifts or money.

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Confidentiality

As a Neighbor to Neighbor Volunteer you will be privy to individual information that is

personal and highly confidential. It is essential that you maintain total confidentiality and

honor the individual’s privacy. Should confidentiality be breached, you may be

terminated as a Neighbor-to-Neighbor Volunteer.

Handling the Individual’s Money

Options Counselor will discuss with individual how they intend to provide volunteer

with funds necessary to perform shopping, if required by care plan

Options Counselor will notify the volunteer how the individual prefers

to have their money handled for shopping purposes.

After each shopping trip, the volunteer will present the individual with

a receipt (always) and change (if applicable).

Volunteers are prohibited from performing any financial management activities such

as writing checks, making bank deposits, or making a budget.

JABA’s Resource Counseling Service

In the event that your individual asks for a referral for a service or other

general information please suggest that they call JABA or their Options

Counselor at JABA. They will get answers to questions on issues such

as health insurance, housing, transportation, home care, living wills,

caregiver information, nursing homes, income supplement programs, prescription

coverage, home delivered meals, and many more. The number to call for referral

services is 434-817-5222.

When to Call Emergency Medical Services (EMS)

At Home

Sometimes a conscious victim will tell you not to call an ambulance, and you may not be

sure what to do. Appropriate conditions for placing a call are:

o Becoming unconscious

o Trouble breathing or breathing in a strange way

o Evident chest pain or pressure

o Severe bleeding

o Pressure or pain in the abdomen that does not go away

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o Vomiting or passing blood

o Seizures, a severe headache, or slurred speech

o Symptoms of poisoning

o Injuries to the head, neck, or back

o Possible broken bones

In Your Travels

In your travels as a volunteer you may come across emergency situations. If this occurs

maintain your safety first and foremost then attempt to call EMS or 911.

Fire or explosion

Downed electrical wires

Swiftly moving or rapidly rising water

Presence of poisonous gas

Vehicle collisions

Victims who cannot be moved easily

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Volunteer Protection Act of 1997

In 1997, President Clinton signed into law the Volunteer Protection Act of 1997 (Act) that, generally speaking, provides immunity from tort claims that might be filed against the volunteers of nonprofit organizations. NPCC's Government Relations Committee is considering supporting legislation that would make such protection contingent on the organization carrying general liability insurance at adequate levels. The Act raises some serious questions that are briefly outlined here.

When an individual performs volunteer services for a nonprofit he exposes himself to the risk of having a claim filed against him by someone who believes he has been hurt by the volunteer. The most significant kind of nonprofit liability involves bodily injury--people being physically hurt. Bodily injury claims are particularly troublesome since they can involve demands for large amounts of money. Recoveries for pain and suffering can be huge and such claims can be financially devastating for those against whom they are filed. It should be kept in mind that when an employee or volunteer carelessly hurts someone, not only will he be liable, but the organization for whom he works will also be liable for the reason that principals are liable for the acts of their agents.

It is to protect against such exposures that nonprofits carry general liability insurance. A general liability insurance policy protects an organization against bodily injury and property damage claims. Board members are covered and frequently employees are also covered. However, most general liability policies do not cover volunteers. Special insurance can be purchased fairly inexpensively to cover its volunteers' potential liability, but many nonprofits are neither aware of its availability nor have sufficiently considered the liability exposures of their volunteers. It should be noted that a fair number of nonprofits do not carry any sort of general liability insurance.

The Volunteer Protection Act provides immunity from lawsuits filed against a nonprofit's volunteer where the claim is that he carelessly injured another in the course of helping the nonprofit. The Act does not provide immunity to the organization itself. Prior to the adoption of the Act, under the law of most states, a volunteer who negligently hurt someone would be personally liable. Now the Act preempts all such laws and the volunteer is immune from suit. The new law only applies to uncompensated volunteers who help 501(c) (3) and 501(c) (4) nonprofits. The immunity is a qualified immunity and protects the volunteer only against claims of negligence and not against claims of gross negligence, willful or criminal misconduct, reckless misconduct, or conscious, flagrant

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indifference to the rights or safety of the individual harmed by the volunteer. The difference between negligence and gross negligence is one of degree: gross negligence involves a greater degree of carelessness than negligence. Some wonder whether the Act provides real protection, since all anyone wishing to sue a volunteer (who they believe has carelessly hurt them) needs to do to keep the volunteer from raising the Act as a shield is to allege gross negligence rather than negligence in their complaint.

Nonetheless it is likely that the Act does provide some protection to volunteers and thus may encourage volunteerism. However, we believe that the Act has a downside. Providing immunity to a volunteer who has injured someone as a consequence of his carelessness would seem to clash with the charitable goal of helping others. Many might believe, for instance, that those who volunteer for a nonprofit should be held to the same standard of care as the rest of us. In cases where a nonprofit has no assets to speak of, a party injured as a result of the carelessness of a volunteer may well have no recourse against anyone and will not be compensated for her injuries. Because it lacks assets, the nonprofit will not be worth suing and because of the Act's protection, the volunteer will be immune from suit. One may fairly wonder whether it is in the long-term interest of a nonprofit's reputation to let someone go uncompensated in these circumstances.

It should be kept in mind that the chance of someone being hurt by an agent of a nonprofit without being reimbursed for her injuries would not exist if all nonprofits carried adequate general liability insurance. Indeed, we believe it is desirable for a nonprofit to carry general liability for at least two reasons. First, to avoid being devastated in the event of someone successfully prosecuting a negligence claim against the nonprofit that results in a judgment requiring it to pay large sums of money in damages. Second, to be able to adequately compensate someone who has been hurt as the result of the negligence of one of its agents. Related to this second reason, we believe that when, in carrying out its mission of helping others, a charitable nonprofit injures someone as the result of the carelessness of one of its agents -- an occurrence that can be protected against but which nonetheless happens -- the nonprofit should be in a position to make whole those whom they have hurt.

There is a provision of the Act which, if taken advantage of, would assure that innocent third parties hurt by the carelessness of nonprofits' volunteers would be adequately compensated for their injuries while, at the same time, providing personal immunity to such volunteers. This part of the Act allows a state to require that a charitable organization must "provide[s] a financially secure source of recovery for individuals who suffer harm as a result of actions taken by a volunteer in behalf of the organization," before its volunteers gain immunity under the Act. (A general liability policy with adequate limits would be considered a financially secure source of recovery.) Thus, if New York passed such a law, for charitable nonprofits to avail their volunteers of the protection of the Act they would have to purchase general liability insurance (or provide some other means of financial security), and should organizations choose not to do so, its volunteers would then be liable if they carelessly injure someone. We therefore

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believe that the nonprofit community ought to consider seriously whether it is in its long-term interest to promote the passage of such a law by New York.

Some may point out that the money needed to purchase general liability insurance would be better spent in carrying out the nonprofit's mission. We do not find this argument persuasive. First, we do not believe that the expenditure of a relatively small amount of money for general liability insurance will cause a significant diminution in the level of service provided by the nonprofit. For this small amount, it should be remembered that general liability insurance will provide recoveries not only to those hurt by a nonprofit's volunteers but also at the hands of their employees. Second, there is also the possibility that when the public learns of an innocent third party not being compensated for injuries caused by the careless acts of a nonprofit volunteer, the damage done to the reputation of the entire sector will cost more than the loss in services resulting by having to spend a little extra money for liability insurance. Finally, we believe it does not lie well in the mouths of representatives from the charitable sector to make this kind of calculating argument.

This article originally appeared in the May-June 1998 issue of New York Nonprofits, the monthly publication of the Nonprofit Coordinating Committee of New York. © 1998 Nonprofit Coordinating Committee of New York

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What Everyone Should Know About Good Samaritan Laws

Are there laws to protect you when you help in an emergency situation? Yes, most states have enacted Good Samaritan Laws. The laws give legal protection to people who provide emergency care to ill or injured persons. When citizens respond to an emergency and act as a reasonable and prudent person would under the same conditions, Good Samaritan immunity generally prevails. This legal immunity protects you, as a rescuer, from being sued and found financially responsible for the victim’s injury. For example, a reasonable and prudent person would:

Move a victim only if the victim’s life was endangered.

Ask a conscious victim for permission before giving care.

Check victim for life threatening emergencies for providing further care.

Summon professional help to the scene by calling the local emergency number or the operator.

Continue to provide care until more highly trained personnel arrive.

Good Samaritan laws were developed to encourage people to help others in emergency situations. They require that the “Good Samaritan” use common sense and a reasonable level of skill, not to exceed the scope of the individuals training in emergency situations. They assume each person would do his or her best to save a life or prevent further injury. People are rarely sued for help in an emergency. However, the existence of Good Samaritan Laws does not mean that someone cannot sue. In rare cases, courts have ruled that these laws do not apply in cases when an individual rescuer’s response was grossly or willfully negligent or reckless or when the rescuer abandoned the victim after initiating care. If you are interested in finding out about your state’s Good Samaritan Laws, contact a legal professional or check with your local library.

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Tips and Resources

Listening Tactics

Signs of a Good Listener

Says “yes” with an open, accepting manner

Has good eye contact

Listens to the silences

Doesn’t presume to have full truth

Senses feelings

Empathizes – Steps inside situation

Reflects thought and feelings

Accepts person as is, no judgment

Allows person to stumble over words

Puts aside own feelings and needs

Turns phone to vibrate and puts it away

Signs of a Poor Listener

Interrupts flow of speech or thinking

Changes the subject

Thinks of a reply while person is talking

Gives advice rather than sharing in a search for answers

Generalizes by saying that the person is like everyone else

Jumps to conclusions, interrupts

Tries to “fix” the problem

Moves mentally and emotionally outside of the situation

Moves hands, feet or body positions a lot

Says “The same thing happened to me”

Ignores questions

Uses phone during visit

Some Practical Suggestions to Facilitate the Conversation

Listen attentively – try to sense the underlying messages.

Give positive feedback – restate or rephrase parts of their story back to them.

Clarify the story by checking out the facts – ask good questions.

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Get on the “feelings” level! Sharing brings people closer together. This is especially

important when the memory is a negative one. Just be empathetic; careful not to

judge or criticize. You can say, “I can see how you would feel that way!”

Encourage them to remember and share by using some of the suggested questions

on the attached handout.

Relax and enjoy your time together! This is an opportunity for you to be enriched as

well; you will feel closer to the individual as feelings are shared and you will come to

appreciate their memories as their rich treasures. You will be helping them to see

the meaning of their lives more clearly and, as a result, they may feel better about

their own self -worth as they think about their accomplishments over the years!

Conversation Starters

The following questions are some suggestions. Tailor the questions to the specific

person you are visiting and their particular setting. They will help to facilitate

conversations that revolve around reminiscing. Recalling days gone by are often

interesting for the listener and enjoyable for the teller. Additionally, research shows that

older people who can and do reminisce in a meaningful way are the healthy

emotionally. As you become better acquainted, conversation will become more naturally

focused.

Tell me about your earliest memory?

What are some of your favorite memories of your childhood?

Were you ever very sick as a child? Who took care of you?

Was there a special person or groups that strongly influenced your early life?

Who? Tell me about them.

Describe your family as you were growing up.

Can you tell me the meaning of your family name? Your name?

How did your parents meet?

Describe the first house you remember living in. Tell me about the neighborhood.

What were your favorite foods as a child?

Tell me about your pets when you were young.

What were your favorite pastimes as a teenager?

Describe your teen years.

Tell me about your first love.

What was your first job? How did you like it?

What was your most memorable birthday? Most memorable gift?

What part did religion play when you were growing up?

Did you marry? What first attracted you to your spouse?

What was your life like with your spouse?

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How would you sum up your life in just a few words? Explain.

What would you like the chance to do over? What would you change about your

life?

What was the most interesting period of history that you lived through?

What was your greatest disappointment? Your greatest achievement?

Could you tell me about the most difficult thing you had to deal with during your

life?

What was your moment of greatest joy?

Did you ever make major changes in your life? Divorce? Career change? Move?

How did it go? What was the bravest act for you?

What advice did your parents give you? Did you hand down that same advice to

your children? Why? Or why not?

What is the biggest difference between your childhood and that of your children?

Grandchildren?

Have you ever received a special award, honor or medal? Tell me about it.

What was the most difficult thing you ever did?

What was school like for you as you were growing up? Favorite teachers?

Did you play sports or musical instruments as a child?

When did you first recognize your talents? What are they?

What makes you smile when you think of your childhood?

What were the fads when you were in high school? College?

Did you ever have a “crisis” that turned into an “opportunity”?

What were your favorite “family’ activities as a child?

Where have you lived? Traveled?

How were you disciplined?

What was your favorite holiday as a child? What was it like?

Consider Your Older Friend’s Challenges

Visiting the Blind or Visually Impaired

Lighting is important.

Ask to assist with reading.

Ask to assist when walking.

Ask permission to move obstacles you may notice in the home.

Visiting the Hearing Impaired

Maintain eye contact.

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Avoid distracting background noises.

Keep your face visible.

Ask if the person can hear you.

Speak slowly and clearly (do not shout!)

Use short words and simple sentences.

Be patient- choosing different words to convey your message may be helpful.

Repeat key points in different ways.

When asking questions, leave time for the senior to respond.

Visiting the Memory Impaired

Take the time to listen.

Be patient.

Don’t correct.

Speak to the person with respect.

Be encouraging.

Remain in line of sight

If the senior is confused and refers to the deceased as living, acknowledge the memories and do not argue- this can cause frustration.

Look at photographs together and ask questions about the people- if your friend cannot remember details, ask what the photograph brings to mind.

Ask general questions rather than asking for specific facts.

Falls Prevention

1 out of 3 people over 65 years old fall each year. If you notice a fall hazard, please be

sensitive in addressing changes needed.

Throw rugs are a tripping hazard- remove them or fasten them securely.

Good lighting can reduce the chance of falling.

Make sure stairs and handrails are in good repair.

Keep walkways and stairways clear of clutter.

Put regularly used items within easy reach.

Arrange for addition of grab bars or handrails (notify JABA if there is a change in physical status necessitating this)

Chairs with arms and good back support make it easier to get up.

Multiple medications can cause balance problems.

A charged flashlight should be kept near the bed.

A cane or walker can be helpful.

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Recognizing Depression in The Elderly

Depression is the most commonly occurring psychiatric illness in old age. And, since

people often accept it as a natural consequence of aging, many older people suffer

when they could be helped. Factors in later life including feelings of loss of control over

one’s life, side effects from medications, unresolved grief, and the stress of adjusting to

the many changes presented as we age, contribute to the significant rate of depression

found among the older populations.

Research has found that older people respond to the traditional treatments for

depression, psychotherapy group therapy and anti-depressant medications, as well as

any other age group. But, more importantly, research has also found that those who

maintain friendships and active lives are less apt to suffer from depression. The

socialization and support offered by even one friend can lessen depression.

It is natural to react to losses faced in later life with sadness. Long standing and

debilitation depression in the elderly can and should be treated. Your visits may be the

cure for a case of “the blues”. Sometimes there are cases where you should find more

help. As you visit older people, it’s important that you recognize the symptoms of a

depression that requires treatment.

The National Institute of Mental Health recommends that anyone with 4 or more of the

following symptoms for more than 2 weeks seek professional help:

Persistent sad, or empty mood

Feelings of hopelessness, pessimism

Feelings of guilt, worthlessness, helplessness

Loss of interest or pleasure in ordinary activities

Sleep and eating disturbances

Restlessness, irritability, fatigue

Difficulty concentrating, remembering, making decisions

Thoughts of death or suicide, suicide attempts

Persistent physical symptoms or pains that do not respond to treatment

Ways to Help a Depressed Older Person

Make sure a JABA staff member knows of the concerns of depression

Be an available friend, call and visit

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Interventions That Are Helpful For Facilitating Grieving

LISTEN, LISTEN, LISTEN. There is a great need for the mourning person to go

over and over the material in their heads. This will help the bereaved actualize

their loss.

Assist the bereaved in identifying and expressing their feelings. Remember that

resolution depends on them experiencing the fullest extent of their pain.

Provide time to grieve. Grief cannot be rushed and it may be that the best help a

professional can provide is to arrange for the survivors to have time to grieve.

Allow for individual difference. Grief is, after all, an individual matter.

Interpret “normal’ grief behaviors and feelings. Reassure the bereaved that these

behaviors and feelings do not indicate mental illness.

Provide continuing support.

Care: Henri J. Nouwen in “Out of Solitude” defines the word “care” and indicates

that caring for another involves entering into his suffering with a willingness to

share his burdens intimately. That includes understanding… the deepest form of

connection.

If there is cause for concern of safety beyond normal grieving contact the

appropriate JABA staff member.

Reassure the individual that resolution is possible. To do this you, yourself, must

believe that life can be worthwhile for the grieving individual when his grief work

is completed.

Allow the individual in grief to choose their own form of restitution but be

available to provide adequate support and resources.

From Outpatient Psychiatry: Diagnosis and Treatment (pp 498-512) by Aaron Lazaer,

MD © 1979, Williams & Wilkins Co. Permission granted by Williams and Wilkins, Co.,

Baltimore, MD

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Position Supplements

Friendly Visitor

Before Your First Visit

You may approach your first visit to your older friend with mixed feelings- excitement, shyness, interest and uncertainty- feelings that are very likely to be shared by your new friend. Get off to a good start:

Learn about your new friend- ask your program coordinator about the person’s background and interests.

Call your new friend as soon as possible- they will be expecting your call.

When You Visit

Be punctual and consistent.

Turn off your cell phone.

At the beginning of your visit tell your friend how long you can stay.

Schedule your next visit before you leave.

At the end of the visit, tell your friend how much you enjoyed your time together

and how much you look forward to the next visit.

Remember

Visit on a day when no one else does

Holidays or special occasions may be difficult times for your friend

In extreme weather or emergency circumstances, call your friend to see if assistance is needed

25 Ways to Share Quality Time

1. Ask about the memorabilia in your friend’s home. 2. Ask your friend about work, hobbies, or childhood. 3. Discuss your interests. 4. Discuss historical events. 5. Ask questions about the changing world. 6. Talk about the news. 7. Help your friend reminisce. 8. Take pictures together. 9. Help your friend make a family tree. 10. Help your friend make a scrapbook. 11. Celebrate birthdays or holidays. 12. Play games. 13. Discuss books or magazines.

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14. Read aloud. 15. Tell jokes or read funny stories. 16. Teach your friend how to use a computer. 17. Learn a new skill from your friend. 18. Do an art project together. 19. Cook a meal together. 20. Grow plants. 21. Watch a TV program or movie together. 22. Listen to music together. 23. Converse in a common foreign language. 24. Take a walk. 25. Bring a pet to visit your friend.

Adapted from The Friendly Visiting Guidebook. The Merrin Institute at DOROT. http://susanjvitucci.com/writing/Writing_Samples/DOROT_F_V_Guidebook.pdf

Transportation Provider

Loss of independence can create feelings of frustration due to a sense of loss of control in one’s life. If a volunteer is interested in helping with this opportunity, consideration needs to be made with the type of vehicle driven, length of time available, and ability to assist with entries and exits of vehicle and buildings. Advocacy for the person receiving transportation to the appointments is not an appropriate part of the volunteer task.

Your Vehicle

Make sure your vehicle is safe to drive (tires, brakes, lights) and clean

Check that all seatbelts are working properly

Keep your windshield clean and free from debris

Consider ability of senior entering and exiting vehicle

Weather Considerations

Stay current with local weather conditions. Do not drive in bad weather or any conditions where you are not comfortable.

Keep an umbrella in your vehicle.

Because summers are hot and some travel is over long distances, drivers should keep a water bottle in their vehicle in case of an emergency

Boundaries

You and your passenger(s) will each have your own individual sense of boundaries. Be aware of each passenger’s personal definition of comfort when you provide physical assistance. Try to adjust the support you offer your passenger based on your own observations.

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Traffic Laws

Abiding by all traffic laws is essential for the safety of you and your passenger. Ensure that your registration and auto insurance is up-to-date Please report any changes in your driving status to Volunteer Services

Attitude

The kindness you extend to your passenger(s) during the ride is an integral part of the social experience of driving. Stay positive and remember that riding with you may be the high point of their day

Navigation

If you are not familiar with your destination, make sure to plan your travel in advance. Adapted from “The ABC’s of Being an Effective Volunteer Driver” © 2007

Shopper

Attention needs to be paid to the mobility limitations of the individual when transporting

them and navigating the parking lots, curbs and stores. Please see section “Handing the

Individual’s Money” for guidelines on handling money. Volunteer must be qualified as a

transportation provider with moving vehicle check cleared.

Home Assistance Provider

Individuals may need home assistance help to enable them to age in place and live

independently for as long as possible. Most home assistance tasks that are done on a

regular basis prevent bigger issues down the road, which can often become financially

unmanageable or make the home unsafe.

Time commitment varies and may include a once a month visit to check on several

things around the home, or time sensitive visits due to the seasons or weather or trash

collection schedules.

Home assistance tasks may include:

Changing out of reach light bulbs

Organizing a room

Cleaning gutters

Shoveling snow

Raking leaves

Carrying the garbage out

Light handiwork

Replacing batteries in smoke

detector

Decorating during the holidays

This would not include:

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Housekeeping chores such as doing dishes, laundry or cleaning bathrooms.

Friendly Caller

Procedure

Place your call to your JABA individual at the pre-arranged time.

Allow the phone to ring at least 15 times or until a message machine comes on.

If there is no answer, try again in 10 to 15 minutes.

If there is still no answer, call the emergency contact that has been provided to

you.

If you have concerns arising from a conversation with the individual, inform the

individual that you will pass on their concern to the appropriate JABA staff

member. Use your judgment in determining if a concern is critical or not.

Set up time/date of the next call at the end of your conversation.

Call Format

Start your conversation by identifying yourself – “This is your Friendly Caller volunteer

(your name) calling”. We encourage you to use a warm and friendly tone as this is often

the only contact they may have with others on a given day. If the individual desires,

spend some time chatting with them asking questions such as “Are you feeling OK

today” or “What did you have for breakfast” as this is a great way to discover if there are

any concerns to address. Other individuals may simply want a basic check-in or

reassurance call. The calls may vary, depending on various factors such as their

schedule, mood, etc. You and the individual will make that determination together. Be

flexible and adjust to the needs of the individual and the pace of the conversation. Be

sensitive to the manner in which the individual converses.

Regularly remind the individual to let you know of any changes in their schedule that

would alter your calling days and/or times and also let them know if your schedule

changes.

Nutritional Delivery Drivers

Procedures

As a JABA Nutritional Delivery Driver, you are providing a critical service to these

individuals. Not only are they receiving nutritional supplements, but needed socialization

and reassurance that many would go without if it weren’t for this program. Due to the

nature of this program, safety guidelines are important for the volunteer as well as the

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individual. Any questions or concerns should be directed towards the Volunteer

Services Department or the HDM Coordinator/Manager of HDM. Please see the

additional supplement for Telephone Reassurance for the HDM position.

If the person has an excess of the nutritional supplement:

Alert the Home Delivered Meals Coordinator or the Home Delivered Meals

Manager to inform of the situation.

Temporary adjustments of quantities of the items can be made.

After route is complete, return any paperwork or donations to the Center or follow

procedures as outlined by your HDM Coordinator

Safety Information

Volunteer Safety

Carry your cell phone and keep it turned on during delivery.

In order to aid in identification, you should wear your JABA volunteer badge

during delivery.

Be aware of your surroundings. Do not place yourself in an unfriendly

environment. If you are uncomfortable making a delivery or entering an

individual’s home on your route for any reason, call your HDM Coordinator or

Manager of Home Delivered Meals.

Safety of Person Receiving Nutritional Foods

If you observe extreme differences in the home, irregular behavior or actions

and/or poor health ‒ Report observances to Home Delivered Meals Coordinator

or the Home Delivered Meals Manager so proper referrals can be made to the

Options Counselor.

If the recipient does not answer the door ‒If you feel safe to do so, look into

windows to make sure individual is OK. If individual is not home, you may leave

the product on the porch but notify the HDM Coordinator that you have done so.

Meals on Wheels Drivers

JABA refers volunteers to Meals on Wheels programs. There are specific instructions to

be adhered to which are provided by the Meals on Wheels staff member during

orientation and training. In addition, we ask that all volunteers follow the basic safety

guidelines that are provided in this handbook.

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Nutritional Delivery Supplement - Telephone Reassurance Caller

An inherent part of the Home Delivered Meal program is the social contact and well-being check that naturally takes place when the meal is delivered. It is a concern that this vital aspect of the program is lost when bulk meals are only delivered once or twice a month, especially in rural areas where clients are isolated, vulnerable and may not have other contacts. All HDM clients who receive meals only once or twice a month will receive a friendly call from their HDM driver or assigned volunteer to check in on the client. This is an opportunity to say hello and create an additional connection for these isolated individuals.

Call Schedule

Calls will be made bi-weekly or monthly depending on the service the clients are

receiving. If they receive a nutritional supplement (such as ensure/Boost/Glucerna)

they will receive one call monthly. If they are receiving Moms Meals they will receive a

call bi-weekly (twice a month). JABA staff will let you know what the client is receiving

and how many calls need to be made.

Making the Telephone Call

Introduce yourself and ask how they are doing today. This phone call can be brief and

to the point and is merely a check-in versus a lengthy conversation. Remind the client

that if any issues arise or they are in great need to contact their assigned Options

Counselor. It is important to communicate with the client, not the caregiver, so be sure

to ask to speak with the respective client.

Tracking

The volunteer will call their assigned clients as listed on the Telephone

Reassurance Tracking sheet.

Telephone numbers of the HDM clients will be provided by the coordinator and

the name and number will be listed on the spreadsheet. Any edits to these

numbers will be shared as soon as possible.

Submit the spreadsheets either in paper or through email to the respective HDM

Coordinator for the area by the 1st of each month for the month previous.

Check off a particular category based on the outcome of the call after it has been

placed.

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Neighbor to Neighbor Report

Individual’s Name_____________________________ Dates Visited____________ Volunteer Information: Name____________________________________________ Phone_______________ Email_______________________________ This form is to be used to report any significant changes observed by the volunteer. Appearance: __________Yes __________No Examples: Very soiled or inappropriate clothing for climate conditions Bad Body or home odors If yes to any example or change in appearance, please explain briefly: Functional Changes __________Yes __________No Examples: Vision Conversation Hearing Incontinence Walking Unsafe Home Maintenance If yes to any example or other change in function, please explain briefly: Behavioral __________Yes __________No Examples: Confused Very Sad or Angry Lack of interest Excessively tired If yes to any example or other change in behavior, please explain briefly. If there is a sudden or apparent serious change in your individual, call and submit this form to the individual’s emergency contact or JABA Options Counselor. If a medical emergency, please call 911. Your individual’s emergency contact is ___________________________________________________________________ Phone______________________________ Email_______________________________ Your individual’s JABA Options Counselor is ___________________________________________________________________ Phone______________________________ Email_______________________________