WELCOME VOLUNTEERS!

VHA Mission Honor America’s veterans by providing exceptional health care that improves their health and well-being.

Mission Statement

VHA Vision

VHA will continue to be the benchmark of excellence and value in health care and benefits by providing exemplary services that are both patient centered and evidence based. This care will be delivered by engaged, collaborative teams in an integrated environment that supports learning, discovery and continuous improvement. It will emphasize prevention and population health and contribute to the nation’s well-being through education, research and service in National emergencies.

Integrity: Act with high moral principle. Adhere to the highest professional standards. Maintain the trust and confidence of all with whom I engage.Commitment: Work diligently to serve Veterans and other beneficiaries. Be driven by an earnest belief in VA’s mission. Fulfill my individual responsibilities and organizational responsibilities.Advocacy: Be truly Veteran-centric by identifying, fully considering, and appropriately advancing the interests of Veterans and other beneficiaries.Respect: Treat all those I serve and with whom I work with dignity and respect. Show respect to earn it.Excellence: Strive for the highest quality and continuous improvement. Be thoughtful and decisive in leadership, accountable for my actions, willing to admit mistakes, and rigorous in correcting them.

What are age-specific competencies? They’re skills you use to give care that meets

each patient’s unique needs. Every patient is an individual. Each has his or her own: · Like and dislikes. · Feeling, thoughts, and beliefs. · Limitations and abilities. · Life experiences. But, everyone grows and develops in a similar way. Experts generally believe that people: Grow and develop in stages that are related to their age. Share certain qualities at each stage. Understanding & recognizing these age-specific

stages is the key to age-specific competencies.

Age-Specific Competencies

They help to ensure quality of care. With age-specific competencies, each patient

gets the individual care he or she needs and expects.

Becomes a partner in his or her own health care. They improve job performance and satisfaction. Putting age-specific competencies into practice

can be a challenge. But the rewards are great—improved patient care, relationships, and teamwork.

Age-specific competencies benefit you,your patients, and your facility.

Penalties for HIPAA Violations HIPAA calls for civil and criminal penalties

for privacy and security violations, including: fines up to $25K for multiple violations of the same standard in a calendar year –

fines up to $250K and/or imprisonment up to 10 years for knowing misuse of individually identifiable health information.

HIPAA Privacy Rule; Health Insurance Portability and Accountability Act (HIPAA) of 1996. Health Record Any recorded information created or received by a health care provider or health plan that relates to the past, present or future physical or mental health or condition of an individual or the provision of health care to an individual.

To maintain confidentiality: ISO: Jesse Christmas x6200

Understand what information you have access to and why. Read and follow remote access security policies. Only access information systems through approved

hardware, software, solutions, and connections. Take appropriate steps to protect information, network

access, passwords, and equipment. Control access to patient files or information saved on a

disk. Don’t use automatic password-saving features found on

web sites. Promptly report to your ISO any misuse of the remote

access process or report if personally identifiable information (PII) has been compromised.

VA Cyber Security Awareness

To maintain confidentiality: Lock your computer when you walk away

from it. This will prevent an unauthorized user from performing tasks or accessing information using your account.

If you print PII, make sure you take it from the printer right away and keep it stored in a secure place.

Protect all information and only access information you need to do your job.

Never talk about a veteran’s case in a public place or to anyone who does not have the need to know.

VA Cyber Security Awareness

If you are under 18 you do not need to print The fingerprinting process is performed once

you have an assignment and have two cleared TB tests confirmed by Employee Health.

2 Forms of identification required: Drivers license/passport/government issued

ID/proof of citizenship or “green card”/visa *For parking permit; Driver’s license, vehicle

registration, proof of insurance.

Fingerprinting

The Department of Veterans Affairs’ policy is to maintain a work environment free of sexual harassment.

Sexual harassment is unacceptable conduct in the workplace and will not be tolerated.

Sexual Harassment Policy

Definition of Sexual Harassment

Sexual harassment is defined as unwelcome sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature constitute sexual harassment when:Submission to such conduct is made either explicitly or implicitly a term or condition of an individual’s employment;Submission to or rejection of such conduct is used as the basis for employment decisions affecting that individual; Such conduct has the purpose or effect of unreasonably interfering with an individual’s work performance or creating an intimidating, hostile, or offensive working environment

Your co-worker or supervisor asks you out on a date. Although you refused, the co-worker or supervisor continued to ask.

Your co-worker starts each day with a sexual remark or a dirty joke. Your co-worker insists these are innocent comments but you find them objectionable.

It seems that you cannot go in and out of the work area without being touched.

When you come to work, your co-worker(s) constantly eye(s) you up and down in a suggestive manner, which makes you feel very uncomfortable.

When you come to work, you receive notes or letters from a co-worker. Although your co-worker insists that they are only innocent love notes, the sexual nature of the notes offends you.

Your manager or supervisor told you it would be good for your career if you went out with him or her.

Your manager or supervisor asks you out and implies that it would be good for your career if you went out with him or her.

Examples of Sexual Harassment

Gifts & donations to volunteers: Unauthorized Items/Contraband Money (taking/receiving money from patients)

Weapons Alcohol Flammable liquids

Ethics

EEO Liaison (858) 642-3840 Diversity is the study of all the ways that

people differ from one another. These differences make each person unique. It

also refers to the differences between and within cultural groups. When speaking

about diversity in the workplace, there is an

emphasis on accepting and respecting these differences.

Diversity

Emergency Code Internal/External Level 1-4! Bomb Threat/Active Shooter/ Call VA Police (x3647)

Code Blue=Cardiac Arrest (x3333) Code Green=Psychiatric Intervention (x3333) Code Purple=Employee Involving Weapon

(x3333) Code Red=Fire (x3333) Code White=Wandering Patient (x3333) Code Yellow=Disruptive/Dangerous Behavior

(x3333)

Safety/Infection Control

Material Safety Data Sheets (MSDS) MSDS are designed to provide both workers and emergency personnel with the proper procedures for handling or working with a particular substance. MSDS include information such as: physical data (melting point, boiling point, flash points, Toxicity, health effects, first aid, reactivity, storage, disposal, protective equipment, spill

procedures. Accidental Spills It is extremely important to use caution when dealing with spills. Use the acronym C.L.E.A.N. • Confirm that required protective equipment is in use and contain the spill • Leave the area and close the door, restrict access if in a hall • Ensure those exposed are given emergency medical care and enact spill procedures • Access the MSDS and check clean-up procedures/precautions • Notify the Supervisor and Safety Manager

Safety/Infection Control

Alcohol sanitizers are effective and may be used instead of soap and water unless your hands are dirty or contaminated. Always wash your hands after contact with

soap & water preferably, however hand sanitizers are sufficient between soap & water cleansing.

Hand Hygiene

DRESS CODEHow should a Volunteer dress? Business Casual For detailed dress code information refer to memorandum 00-10 (10/24/12)

PERSONAL APPEARANCE AND HYGIENE  1. PURPOSE: To establish and communicate standards of appearance, grooming, and hygiene necessary for

maintaining a professional, positive, and sanitary environment for patients, employees and visitors, and for projecting an image of the VA San Diego Healthcare System (VASDHS) as a provider of high quality healthcare.

2. POLICY: While on official duty status, all employees (included but not limited to volunteers, work-study, contractor personnel, etc.) are expected to be clean, well groomed, and dressed in clothing appropriate for the type of work performed and which meets health and safety standards normally found in a healthcare setting. Specific examples are as follows: 

a. Hair should be clean, neatly trimmed or arranged, and properly covered or otherwise restrained, if needed, in one’s particular work environment.

b. Footwear: Shoes should be conducive to a quiet and safe healthcare environment. Cleats, taps, or other features that cause unnecessary noise or hazards should not be worn. Footwear should be compatible with the clinic or other work environment and assigned duties; flip flops and house slippers, for example, are not permitted.

c. Clothing:   (1) Employees shall wear clothing that is clean, neat, properly fitted, free of excess wear and tear, and free of

any letters, words, graphics or other features that may cause offense or significant distraction in the workplace. (2) Employees who receive a uniform allowance or are supplied uniforms by VASDHS are required to wear

uniforms. Employees who “float” into areas that require uniforms will be provided them by VASDHS and are expected to wear the uniforms or other acceptable clothing deemed appropriate for those areas.

(3) Generally, employees whose positions do not require uniforms should wear clothing that reflects and is befitting their level of responsibility, with the following specific limitations: 

(a) Shorts, “spaghetti strap” tops, tank tops, halter tops, low necklines, bare shoulders, or clothing made of fabric that is sheer, clingy, or revealing are not permitted.

(b) Bare midriffs, body-contouring, tight fitting pants or slacks, skirts shorter than four inches above the knee, exposed undergarments or other clothing that is sexually suggestive are not permitted.

DRESS CODE MEMORANDUM

CONTINUED (c) Excessively baggy clothing is not permitted. (d) Caps, hats, scarves or other head coverings are not to be worn indoors, except if required for the

position (see ATTACHMENT A), or when an exception has been granted.  (e) Casual slacks or pants may be worn with the exception of denim/jeans garments. (f) Sweatshirts, wind suits, or warm-up suits are unauthorized unless acceptable as approved for a

VA sponsored activity. (g) Only physicians, nurse practitioners, physician assistants, pharmacy staff, nursing staff,

dietitians, lab technicians, and other health care staff as directed, are authorized to wear white lab coats or scrubs during duty hours.

(4) Uniforms, except sterile operating room clothing, may be worn to and from work. Sterile clothing may not be worn outside sterile work areas, except as stated in Service policy.

d. Jewelry: (1) Employees who work primarily in patient care areas should limit jewelry to watches, necklaces

worn under uniforms, engagement and wedding rings, service awards, school, nursing, and union pins, and studs or small rings in ears.

(2) No visible facial jewelry/hardware shall be worn during tour of duty. Any other jewelry worn, i.e. necklaces, bracelets, earrings, etc. should be compatible with employee safety and present a professional image.

e. Hygiene:  (1) Employee must maintain good personal hygiene. (2) Any scent that can be detected from more than three feet away or that lingers in the air after the

one wearing it leaves the area is inappropriate. f. VASDHS may allow employees to dress more casually than is normally acceptable. On such

occasions, employees are still to appear neat and may not wear torn, faded, patched, disheveled, or other inappropriate clothing. 

g. Identification badges: Valid identification badges must be worn on or above the waist with the employee’s name and photograph clearly visible at all times.

General Guidelines:

1. Hand hygiene is the single most important procedure for preventing the spread of infection. Hands should be either washed or disinfected with a hand sanitizer before and after touching a patient or a patient's equipment such as wheelchair. Hand sanitizers are alcohol-based gels in pump bottles. They are very effective in killing bacteria and viruses that cause infection. Use them frequently!

2. Some infections are spread through the air. Cover your cough or sneeze with a tissue, then wash your hands.

3. Do not come to the hospital when you are sick. Many of our patients are more susceptible to infections and may become extremely ill even from "ordinary" illnesses.

4. Flu shots are given every year, starting in October and are free to all volunteers. Take this opportunity to protect yourself and our patients by getting your flu shot annually. 

5. A TB skin test will be done when you begin as a volunteer and every year thereafter. Your cooperation in getting your skin test is extremely important in preventing the spread of TB. 

6. Due to the risk of accidental exposure, volunteers are not to participate in procedures in which they could be exposed to blood, body fluids or body tissues. 

7. Volunteers should not enter a room with an isolation or precaution sign posted.  8. Do not enter any area of the hospital with a sign that you do not understand.

You should receive training regarding your role in compliance.

Safety/Infection Control

Volunteers will not discuss the name, medical condition, or other data about a patient with anyone. According to the Health Insurance Portability and Accountability Act (HIPAA) penalty for violation of the HIPAA in relation to the patient right to privacy is a fine of $5,000. Additionally, misuse or disclosure of patient medical information can lead to termination of volunteer services.

Privacy Act

All persons performing volunteer work must be accounted for on a daily basis. The information is used to respond to family inquiries, disaster, etc. Volunteers who are injured on the job are entitled to benefits provided under the provisions of Workers Compensation. Only authorized volunteers who have signed in for duty are eligible to apply for benefits. Only those hours that have been officially recorded are applied toward awards or verification of service for school/court referral purposes. It is your responsibility to assure the hours that you volunteer each day are recorded. All volunteers should sign in prior to reporting to their assignment. For your convenience, a computer is located on the first floor of the medical center, Room 1594 strictly for this purpose.

Timekeeping/VAVS Awards

It is our pleasure to recognize the contributions of the VAVS volunteers and their organizations to the VAVS Program. Volunteers have a significant impact on VA and should be applauded for their contributions. Volunteers will accrue hours when services are rendered within a VA facility, clinic, or off-station site approved by VA as an appropriate location for an RS assignment under VA supervision. Credit will be given for hours actually worked, rounded to the nearest hour.Each year Voluntary Service hosts a Volunteer Recognition Ceremony, generally during the month of April.

NOTE: The Medical Center presents awards to volunteers based on the number of cumulative hours of service contributed through December of the prior year. This can be very confusing given the fact that there is a six-month delay between the end of the accrual year and the date of the ceremony. The award you receive in April will not include credit for those hours worked from January through the date of the program. You may rest assured that these hours are on file and will be recognized in subsequent years.

Awards & Recognition

If you need to call in for any reason, call your supervisor directly using their contact information.

Any volunteer working for at least four hours on a schedule that extends over the noon meal period and begins no later than 11:30 AM is entitled to a meal allowance not to exceed $6.00 from the approved vendor.

Any change of address or telephone number must be reported to Voluntary Resource Management in a timely manner. Timely sharing of important information is dependent upon accurate records.

Calling in/Meals/Change of Address

Parking is provided for volunteers in the visitor parking lot. Shuttle service is offered from 8:00 AM until 4:00 PM Monday through Friday.

Parking

The Director, Voluntary Resource Management Service is responsible for coordinating the acceptance and acknowledgment of all gifts and donations offered to the medical center. These gifts and donations will be used for the sole purpose of meeting particular needs and requirements for the welfare and comfort of the patients. Some of the more popular donated items include magazine subscriptions for the patient library, and personal hygiene items such as shaving items, deodorant, dental care items, socks, and shampoo. Additionally donated funds fully support the patient television program and several other services and activities that enhance and expand federally supported healthcare service.

Gifts & Donations

Mandatory Annual Review◦ Volunteer is required to update required reviews yearly.

◦Student Volunteer Program ◦ Information can be obtained by contacting Nonnie Artero

858-552-8585 x7417.

◦Termination/Resignation◦ It is your responsibility to notify Voluntary Resource

Management if, for any reason, you decide to discontinue your volunteer service at the VA San Diego Healthcare System. Your comments are important to the continued success of the Voluntary Service.

1. In the VHA Mission Statement how do we honor America’s veterans? □ Providing exceptional service □ Making excuses (Check correct box)

2. What does I CARE stand for?

3. What does age specific competencies ensure? □ Quality of care □ Every one ages the same (Check correct box)

4. What does HIPAA stand for?

5. Who is the Information Privacy Officer (ISO) for this facility?

6. What should you do when you walk away from your computer? □ Lock it □ Nothing □ Have a nice screensaver (Check correct box)

Orientation Quiz

7. How many forms of ID do you need when fingerprinting?

8. What are two examples of sexual harassment?

9. Name the 4 main unauthorized items/contraband?

10. Define: Diversity-

11. Identify the following codes;• Red-• Blue-• White-

12. True /False (circle one) Hand sanitizers are sufficient between soap & water cleansings.

13. Who is responsible for login of volunteer hours? 14. How often is the Volunteer Recognition Ceremony? 15. How often does a volunteer have to update TB screening?

Volunteer Name/Date: __________________________________________

Complete Orientation Quiz Sign and date the Orientation self

certification Certificate. Return both to VRM

WELCOME TO THE TEAM!

Conclusion

* For detailed information covered in this presentation refer to the attached Orientation Manuel

  Voluntary Service Orientation Certificate

By signing this Volunteer Orientation self certification I’m declaring that I have completed the online orientation in its entirety and will comply with its content.

Volunteer Signature/Date

Print Name

SELF CERTIFICATION