Volunteer Handbook
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UPMC Cancer Centers / University of Pittsburgh Cancer Institute
Volunteer Handbook
A Welcome from Dr. Davidson .................... 2
History........................................................... 3
Mission Statements ....................................... 5
Volunteer Opportunities................................ 6
Becoming a Volunteer .................................. 6
Volunteer Benefits ........................................ 7
Volunteer Policies and Procedures................ 9
Patient Service Guidelines ............................ 15
Infection Prevention and Control .................. 16
Safety and Security ....................................... 18
Emergency Procedures.................................. 19
Telephone Directory ..................................... 22
Dear Volunteer:
Nearly 10.5 million Americans are alive today who have a history of cancer.
Early detection and treatment, in conjunction with innovative research, are
key factors to prolonged survival of patients with cancer. Working together,
UPMC Cancer Centers/UPCI – the only National Cancer Institute-
designated Comprehensive Cancer Center in western Pennsylvania –
continue to develop novel ways to study cancer and make important
discoveries in research that ultimately will lead to new and better treatments
for those who are challenged to live with cancer.
The Hillman Cancer Center, located directly across from UPMC Shadyside,
is the hub facility of the UPMC Cancer Centers clinical care and conduct
groundbreaking research.
When you volunteer, you make a direct contribution by supporting our
activities in research, patient care, and administrative support. Please use
this handbook to become familiar with our policies, procedures, and
Nancy E. Davidson, M.D. standards so that you may become a successful member of our outstanding
team. We thank you for the valuable commitment you have made to support
our ongoing efforts.
Sincerely,
Nancy E. Davidson, M.D.
Director, University of Pittsburgh Cancer Institute
and UPMC Cancer Centers
Associate Vice Chancellor for Cancer Research
Chief, Division of Hematology/Oncology
Visiting Professor of Medicine
University of Pittsburgh School of Medicine
2History In 2002, UPMC Cancer Centers became the
new name for the clinical facilities of UPCI
while UPCI continues to encompass the
UPMC Cancer Centers and the
academic and research activities for cancer.
University of Pittsburgh Cancer
With more than 40 locations throughout
Institute (UPCI)
western Pennsylvania, UPMC Cancer
The beginnings of UPMC Cancer Centers/ Centers is one of the largest networks for
UPCI are traced over two decades ago to clinical care in the United States (see page 4
1984 when a consortium of local hospitals
for a map of the UPMC Cancer Centers
and universities established UPCI to meet clinical network). At the hub of the UPMC
the challenge of cancer by providing early Cancer Centers clinical network is the
diagnosis and prevention and lifesaving Hillman Cancer Center, which opened in the
treatment and by conducting groundbreaking fall of 2002. The Hillman Cancer Center and
research on cancer’s cause, course, and cure. nearby administrative offices provide nearly
In 1985, Ronald B. Herberman, MD, 450,000 square feet of space to house
assumed leadership of UPCI, which quickly pioneering programs in cancer care,
rose to national prominence. In 1988, UPCI research, detection, diagnosis, education,
was designated a Clinical Cancer Center prevention, and community outreach. Today
by the National Cancer Institute (NCI), UPCI remains a premiere Comprehensive
and in 1990 it achieved NCI status as a Cancer Center — one of only 39 across the
Comprehensive Cancer Center in record country and the only in western
time, placing it among the nation’s elite Pennsylvania — and a leader in translational
cancer centers. research.
During the next decade, UPCI was at the Looking ahead, UPCI has set a goal to
forefront of scientific discovery in cancer increase its grant funding, which currently is
research and made new advancements in ranked 12th nationally, and break into the
patient care. In 1992, UPCI was one of the ranks of the top five cancer centers in the
first two centers in the United States to country. Additionally, UPCI investigators
receive authorization to conduct gene are to begin the world’s first cancer
therapy clinical trials for cancer. A year prevention vaccine trial. Meanwhile,
later, UPCI researchers were the first in the working in tandem together, UPMC Cancer
country to create and test a novel, synthetic Centers — which is consistently ranked as
vaccine against pancreatic, breast, and other one of the top centers in the country for
cancers. cancer care by U.S. News & World Report
— and UPCI will continue to provide the
Throughout its history, UPCI has been nearly six million western Pennsylvania
dedicated to moving the discoveries made in residents unparalleled access to the latest
its laboratories to the clinical setting. UPCI resources in cancer prevention, detection,
has utilized the forces of the marketplace to diagnosis, and treatment services.
help achieve this goal. In 1995, the first
start-up company was launched by a UPCI
researcher and, five years later, UPCI
established the Limbach Entrepreneurial
Center to promote entrepreneurial awareness
and provide assistance for commercial-
ization of UPCI technologies. The Limbach
Entrepreneurial Center reflects UPCI’s
commitment to bring new advances in care
to as many patient beds as possible.
34
UPMC Shadyside care, specialty, and community hospitals.
The history of UPMC Shadyside begins in The health system also includes primary
1866, before electricity and antibiotics, care and specialist physician practices,
when a small hospital was founded in cancer care, imaging and surgery facilities,
downtown Pittsburgh to seek patient- rehabilitation services, in-home services
centered, more scientific approaches to including hospice care and durable medical
medical care. In 1884, it opened the first devices, retirement living and long-term
nursing school in Pennsylvania, and in 1910, care, pharmacy services, and an array of
the hospital moved to Shadyside where it health insurance products.
continued to expand its facilities and
medical staff over most of the twentieth Through its affiliation with the University of
century and beyond through strong Pittsburgh School of Medicine and other
community support, philanthropy and schools of the health sciences — the schools
volunteerism. In 1997, the hospital became of Dental Medicine, Pharmacy, Nursing,
a member institution of the University of Health and Rehabilitation Sciences, and the
Pittsburgh Medical Center. Graduate School of Public Health — UPMC
shares in the academic mission of the
UPMC Shadyside is a 486-bed tertiary care university by providing a broad range of
hospital which serves the residents of programs in education, biomedical research,
Pittsburgh and the tri-state area. UPMC training, health promotion, diagnosis, and
Shadyside offers primary medical care; treatment of disease and disability.
physician and nursing education; and a
broad range of specialties that include
cardiology, oncology, orthopaedics,
geriatrics, obstetrics and gynecology, Mission Statements
vascular medicine, endocrinology, and
more. UPMC Shadyside’s medical staff UPMC’s Mission
includes more than 600 primary care The mission of the University of Pittsburgh
physicians and specialists, many of whom Medical Center is to provide premier
have offices at the hospital and throughout programs in patient care, biomedical and
the community. health services research, and teaching that
will contribute to the prevention, diagnosis,
Specific services and facilities for cancer at and treatment of human disease and
UPMC Shadyside include three dedicated disability.
inpatient units, surgical suites where many
cancer surgeries are performed, and the Volunteer & Community Services
Mary Hillman Jennings Radiation Oncology Program Mission
Center. The UPMC Shadyside campus is The Volunteer & Community Services
home to the Hillman Cancer Center, which Program helps improve the quality of life for
houses the research and treatment activities patients and their families during their stay
of UPCI and UPMC Cancer Centers. at UPMC Cancer Centers and supplements
and enhances the ongoing efforts of UPMC
University of Pittsburgh Medical Center Cancer Centers/UPCI scientists, medical
(UPMC) staff, and employees. Volunteers are placed
UPMC is the leading health care system in wherever there is a need and are provided
western Pennsylvania and one of the largest the opportunity to learn and experience
nonprofit integrated health care systems in emotional and personal growth.
the United States. UPMC’s consortium of
health care facilities includes 20 tertiary
5Healing Power of the Arts
Volunteer Opportunities Healing Power of the Arts offers patients
Please note that volunteers must be 14 years and their families the opportunity to
of age or older. Parental consent is required discover the artist inside each of us.
for volunteers under 18 years of age. Volunteers play music, hold arts and crafts
Volunteers are required to make a three classes, and read poetry, among other things.
month commitment to our program. Weekly These activities offer so much more than a
hour requirements are listed below. much-needed diversion to patients and
families; they also provide the means for
Patient and Family Support self-expression and discovery during a
This program requires a minimum of four challenging time.
hours of service a week. Nurses, physicians,
and social workers at UPMC Cancer Centers Special Events
treat the person — not just the disease. In Volunteer & Community Services is an
this same spirit, volunteers help improve the active partner with organizations such as the
quality of life for patients and their families American Cancer Society and the Susan G.
by helping nurses with their duties and by Komen Breast Cancer Foundation by
visiting with patients and their families. coordinating their annual fund-raising
Volunteers are placed at inpatient units, activities at UPMC and the University of
outpatient clinics, information desks, in the Pittsburgh. Volunteers assist with these
library and host activities such as Bingo. efforts and help with a variety of other
special events.
Laboratory Research
This program requires a minimum of ten
hours of service a week. Each day,
researchers at UPCI are taking important Becoming a Volunteer
steps to increase our understanding of cancer
and are testing the newest, most advanced Application
treatments to cure it. Volunteers work Volunteer applicants are required to
closely with researchers to perform a variety complete an application that includes the
of tasks. Depending on the laboratory’s request of names and addresses for three
needs, these tasks may be basic or more references.
complex. Duties include analyses
of gene expression and mutations in cancer, Interview
RT-PCR, Northern Blots, and Southern Volunteer applicants are required to
Blots for analyses of gene expression, participate in an interview with a member of
flow cytometry, ELISA, ELISPOT, and the Volunteer & Community Services staff.
LUMINEX assays and much more. During the interview, we will discuss your
interest in volunteering at UPMC Cancer
Administrative Support Centers/UPCI and discuss your placement in
This program requires a minimum of four a volunteer position that best matches your
hours of service a week. Our efforts to build skills, qualifications, and schedule with the
a future without cancer extend beyond our volunteer opportunities currently available.
laboratories and treatment rooms and All volunteers, 18 years of age and older,
include staff members hard at work will be asked to authorize a criminal
providing crucial support in various offices. background check at this time. If applicable,
Volunteers play an important role by volunteers will be asked to provide their
performing clerical duties such as filing, original I-94, visa, passport, and permanent
copying, labeling, and data entry. resident card for copying purposes. All
6volunteers will be asked to provide their University of Pittsburgh’s Environmental
driver’s license/state ID (or other Health & Safety Office prior to their start
comparable photo ID) for copying purposes. date. Laboratory supervisors will provide
additional training specific to volunteers’
Orientation assignments.
Volunteer applicants are required to attend
an orientation class conducted by Volunteer Volunteers placed in the Patient and Family
& Community Services. The orientation will Support and the Healing Power of the Arts
help prospective volunteers become familiar Programs must attend a training provided by
with the Volunteer & Community Services the Volunteer & Community Services and
Program, including the program’s policies, Cancer Prevention and Community
procedures, and benefits. Education programs prior to their start date.
Volunteers will learn important information
Tuberculosis (tb) Skin Test about the role of volunteers in offering
Tb is an airborne disease and can be support to patients with cancer. In addition,
transmitted by breathing contaminated air. clinical supervisors will provide additional
Symptoms may include persistent cough, training specific to volunteers’ assignments.
chest pain, fever, night sweats, loss of
appetite, and unplanned weight loss. Prior to Volunteers placed in the Administrative
beginning their volunteer assignment, Support and the Special Events programs
volunteers must have a tb test (given free of will receive job specific training from their
charge) to determine if they have been supervisors on the first day of their
exposed to tb bacteria. Volunteers may volunteer service.
provide a copy of a prior negative tb test
result given within one year.
Volunteers who test positive for tb will
Volunteer Benefits
receive a chest x-ray (given free of charge).
To obtain benefits, volunteers must show a
Volunteers may provide a copy of a prior
current volunteer ID badge. Volunteers who
negative chest x-ray.
have not submitted their timesheets are not
eligible for certain benefits until they submit
Volunteers who have patient contact must
their unreported hours.
have a tb test annually. A chest x-ray will
not be given again unless a volunteer
Accident and Liability Coverage
develops symptoms of the disease.
Volunteers are covered by UPMC’s accident
and liability insurance while performing
Tb tests are administered free of charge at
volunteer duties.
UPMC Employee Health in Shadyside or
Oakland.
Activity Discounts
Training
Volunteers are entitled to discounts offered
to UPMC employees. Discounts include
Volunteers will receive training appropriate
savings on entertainment and local services.
to their volunteer assignment before
Information on discounts is listed in
beginning service, as follows:
EXTRA!, an employee newsletter available
in the Volunteer & Community Services
Volunteers placed in the Laboratory
suite.
Research Program must attend a two-hour
Chemical Hygiene/Formaldehyde
Awareness Training session provided by the
7Flu Shots Oakland:
Flu vaccinations are available free of charge Any UPMC garage designated for visitors
for volunteers. and patients (no parking is permitted in
employee or lease lots)
Optical Discounts
A discount on optical merchandise such as Parking validation stickers are available
eyeglass frames and lenses, is available from during regular business hours at the
the Optical Shop located on the Eleventh Volunteer & Community Services suite.
Floor of UPMC Presbyterian Hospital (near
the cafeteria). Reference Letter
Upon request, Volunteer & Community
Pharmacy Discounts Services can provide a formal letter for
A discount is available on over-the-counter educational or professional purposes
medications purchased from the UPMC documenting the number of volunteer hours
pharmacies, located on the ground floor of served. Letters of recommendation should
the Hillman Cancer Center’s William M. be obtained from the volunteer’s supervisor.
Cooper Pavilion and the second floor of
Falk Clinic. Shadyside/Oakland Shuttle Service
Volunteers are eligible to use the UPMC
Meals shuttle service to travel to and from their
To be eligible for a meal ticket, volunteers volunteer work sites. A copy of the shuttle
must donate a minimum of four hours in one schedule is available upon request.
day. Volunteers are entitled to one meal
ticket for their personal use on the day they
Volunteer Recognition
volunteer. In Shadyside, meal tickets are
Volunteer & Community Services
redeemable at the Hillman Cancer Center
recognizes volunteers in various ways
Café, the UPMC Shadyside Cafeteria, and
throughout the year, including a recognition
the West End Café. In Oakland, meal tickets
luncheon and observance of National
are redeemable at the UPMC Montefiore
Volunteer Week.
and UPMC Presbyterian Cafeterias, and the
Falk Cart. Meal tickets are available during
regular business hours at the Volunteer &
Community Services suite. Volunteer Policies and
Procedures
Parking
Parking validation stickers are for the
Assignment
personal use of volunteers on the day they
volunteer. Parking is available at the Volunteer & Community Services is
following locations: committed to providing equal opportunity
for all applicants to the volunteer program at
Shadyside: UPMC Cancer Centers/UPCI. This includes
UPMC Shadyside Medical Center Garage the acceptance, training, and assignment of
Centre Avenue volunteers regardless of race, color, religion,
Monday to Friday, 8 a.m. to 12 a.m. national origin, ancestry, sex, age, marital
Sundays and Holidays, closed status, familial status, sexual orientation,
disability, or veteran status. Acceptance
UPMC Shadyside Visitors Garage decisions will be made solely upon the basis
South Aiken Avenue of individual qualifications as related to the
24 hours, seven days requirements of the volunteer position to be
filled.
8At the beginning of their service, volunteers • telephone number
will be given a specific assignment that
meets both their interests and the needs of • e-mail address
UPMC Cancer Centers/UPCI. It is important
that you enjoy the work you do. If for any • emergency contact
reason you would like a change of
assignment, please contact Volunteer & • volunteer status
Community Service’s staff.
Signing In and Out
Assignment guides are provided for all Volunteers must sign in before beginning a
areas of volunteer service. These guides volunteer assignment and sign out after
state the responsibilities of volunteers within completing it. Volunteers should not sign in
their assigned department. and out simultaneously. It is of utmost
importance that the sign-in procedure be
Commitment followed. Volunteer & Community Services
Because volunteers make a commitment needs this record to locate you in case of an
of support to patients and employees it is emergency, to compute your volunteer
important that they be reliable. Please hours, and to document your presence in the
commit yourself to punctuality and regular event of an insurance claim. Sign-in time
attendance. Call or e-mail your assignment should reflect actual starting time because
supervisor if you must be late or absent and accident and liability insurance coverage
clear changes in your schedule with the starts when you sign in.
Volunteer & Community Services staff. If
you will NOT be volunteering for Dress Code
several weeks or months, you must notify Clothing should be appropriate, clean, neat,
your supervisor and the volunteer office. and in good condition. Volunteers must
always wear their volunteer jacket (if
Communication applicable) and ID badges (above the waist).
Communication is the key to a successful Below is a list of appropriate articles of
and rewarding volunteer experience. clothing for volunteers:
Volunteers are encouraged to talk with their
supervisor if they require clarification • females: dresses, skirts, dress or casual
regarding their tasks or if they have pants, ankle-length pants, blouses, sweaters
questions in general. Complaints and
suggestions are welcomed and should be • males: sport, golf or dress shirts with
directed toward the Volunteer & shirttails tucked in, dress or sport pants
Community Services staff. Information that
employees and volunteers need in order to • shoes should be in good condition; tennis
perform their duties — as well as updates shoes may be worn but must be clean and
about UPMC Cancer Centers/UPCI — are without holes; opened-toe sandals are not
distributed regularly via publications such as permitted
Extra! and Volunteer View available at the
Volunteer & Community Services suite. Not Permitted:
• denim clothing including jeans and shorts
Contact Information Changes (Exception: Volunteers placed in the
It is important that you notify Volunteer & laboratories may be advised by the
Community Services with changes in your: laboratory employees to wear jeans. This is
allowed as long as volunteers are given
permission by the laboratory staff to do so.)
• mailing address
9• opened-toe shoes every use. All other volunteers must launder
their volunteer jackets once a week. Upon
• sweatpants and sweatshirts completion of their volunteer assignment,
volunteers should return their volunteer
• t−shirts, tank tops, halter tops or other tight- jacket to the Volunteer & Community
fitting tops Services office.
• shorts Photo Identification (ID) Badge
Volunteer & Community Services will issue
• tight-fitting or revealing clothing you an authorization form to receive
a photo ID badge once all your necessary
• artificial nails paperwork is on file. Photo ID badges are
issued by UPMC Human Resources in
Grooming Shadyside or Oakland. In order for patients,
• Fingernails should be clean, filed, and not visitors, and employees to recognize you as
long enough to injure a patient. Artificial part of the UPMC Cancer Centers/UPCI
nails are not permitted in patient care areas. family, you must wear a photo ID badge
above your waist at all times when on duty.
• Hair must be neat and clean; beards or You must also wear your badge when
mustaches must be neat, trimmed, and clean. obtaining and using meal tickets and parking
validation stickers or any other volunteer
• Make-up should be worn in a reasonable benefits (see page 7 for a listing of volunteer
amount. benefits). Photo ID badges must be returned
to Volunteer & Community Services upon
• Jewelry should be worn in a moderate completion of service.
amount and not pose a safety hazard.
Customer Service Guidelines
• Facial piercings (other than ears) or oral The customer is defined as anyone with
piercings should not be worn during whom you interact with on the job,
volunteering. including but not limited to: patients,
families, visitors, employees, all other
• Hats should not be worn volunteers, physicians, vendors, and the
general public. All deserve the same level of
• Perfumes, colognes, or after-shaves should respectful, courteous treatment as you would
not be worn because patients, visitors, and wish for yourself and your loved ones. To a
employees may suffer from allergies to these person who has never been to UPMC
scents. Cancer Centers/UPCI, his or her initial
contact with a employees member or
Volunteer Jacket volunteer will be their first impression of the
Volunteers are required to wear a volunteer facility and may stay with them for a long
jacket during their volunteer service time. Therefore, it is important to be
(exception: laboratory research volunteers proactive and greet customers in a friendly,
will be given a lab coat). A $5 deposit is helpful manner.
required for each volunteer jacket (this
deposit will be refunded upon completion of Our customers are our top priority at UPMC
service). Volunteers will receive a volunteer Cancer Centers/UPCI. Take note of how you
jacket on their first day of volunteering. and your coworkers greet customers in your
Those volunteering in patient care settings work area. Make an extra effort to greet
must launder their volunteer jackets after everyone with a smile and positive attitude,
10initiate conversations, maintain eye contact, experiences of others we can better serve
focus on the customer, and personally our customers.
provide assistance. Efforts like these ensure
service excellence and turn a customer’s Quality Improvement
first impression into a lasting relationship. It The primary goal of the quality
is everyone’s responsibility to ensure improvement process at UPMC/UPCI is to
customer satisfaction. The following are promote and reinforce a culture of
some helpful customer service tips: continuous improvement. This is important
so that the hospital can improve clinical
• Smile! services and cost outcomes. Volunteers
should be aware of the quality improvement
• Make eye contact and introduce yourself to efforts made in their department. It is
patients. important for every employee and volunteer
to recognize his or her individual role in this
• Help people who look lost. process of continuous improvement. The
success of the overall process of patient care
• Listen to complaints. Do not try to reason, depends on each employee and volunteer
argue, or be defensive. doing his or her own assignment as
accurately, timely, and cost effectively as
If the customer gets more than he or she possible.
expected, the end result is exceptional
customer service. Gratuities and Gifts
Volunteers and employees members of
Cultural Diversity UPMC Cancer Centers/UPCI are prohibited
Volunteer & Community Services in from soliciting or accepting tips or gifts for
conjunction with UPMC Cancer services rendered. Please discourage the
Centers/UPCI recognizes diversity in the practice of gift-giving by patients and
workforce and in the populations we serve. visitors. People who wish to acknowledge
We are committed to fostering an inclusive special performance with a gift should be
environment that respects everyone referred to the Development Office. The
regardless of race, color, religion, national Development Office telephone number is
origin, ancestry, sex, age, marital status, 412-623-4700.
familial status, sexual orientation, disability,
or veteran status. The following are Illness
important points to remember: For the safety and good health of both
patients and yourself, please don’t report for
• Be open about cultural differences. volunteer duty if you are ill. Contact the
department in which you volunteer to give
• Do not tell ethnic jokes. notice that you will not be volunteering.
If you become ill while volunteering and
• Be aware that cultural background can require medical attention from the
influence the way people communicate Emergency Department, you will be
through body language, listen, express responsible for the cost of the care you
opinions, work, and speak. receive. Please notify your supervisor when
leaving your assignment. Volunteer &
In this world of global communities, we Community Services will notify your
interact with multitudes of people different emergency contact if you choose or, if
from ourselves. Everyone has his or her own necessary, make arrangements for your
unique experiences to offer. By valuing the transportation home.
11Injury While on Duty dispensation, possession, or use of a
To prevent injuries while volunteering, it is controlled substance on UPMC Cancer
your responsibility to know and consider Centers/UPCI premises, or while conducting
your physical limitations and to decline UPMC Cancer Centers/UPCI business off
tasks accordingly. premises, is strictly prohibited. Violations of
this policy will result in disciplinary action,
All UPMC Cancer Centers/UPCI volunteers up to and including termination.
are covered by UPMC’s Volunteer Accident
insurance if injured while performing their Smoking
assigned duties. Any health care expenses In keeping with the mission of UPMC
related to the injury will be paid by UPMC’s Cancer Centers/UPCI to prevent cancer —
Volunteer Insurance Carrier, subject to the and because UPMC Cancer Centers/UPCI
policy terms and conditions. If you need are dedicated to the good health of patients,
follow-up care, you may go to the health- employees, and volunteers — smoking is
care provider of your choice. Here are a few not permitted on UPMC premises. There are
important steps to remember: no designated smoking areas on UPMC
properties. Failure to comply may result in
• If injured (minor or major), notify your dismissal from the volunteer program.
assigned supervisor immediately; if this is
not possible, call the Volunteer & Workplace Violence
Community Services director. UPMC defines workplace violence as any
verbal or physical act or threat of violence,
• If evaluation and/or treatment are necessary, including intimidation, harassment, or
go directly to, or be taken to, the Emergency coercion that is made by or against any
Department. employee, volunteer, patient, or visitor that
may take place on or about a UPMC facility
• Be sure to identify yourself as a UPMC or is the result of employment activities at
Cancer Centers/UPCI volunteer to the the facility. UPMC Cancer Centers/UPCI do
Emergency Department staff. It is important not tolerate workplace violence. Corrective
for the Emergency Department staff to know action for workplace violence cannot be
that this is a UPMC liability and not a taken unless the proper people have been
workmen’s compensation claim. informed. Any volunteer who feels
mistreated in this manner is urged to contact
• If you receive a bill for treatment resulting Volunteer & Community Services
from an injury while volunteering, take it to immediately for assistance.
the Volunteer & Community Services
director. Grievance Procedure
Any volunteer who considers himself or
• A written note from your doctor must be herself unfairly treated or who has a
presented authorizing your return to grievance related to volunteer problems,
volunteer duty following illness or injury. departmental policies, disciplinary action, or
termination may appeal to the Volunteer &
Drug-Free Workplace Community Services director, who will
It is the policy of UPMC Cancer investigate the grievance and issue a
Centers/UPCI to provide a drug-free work decision.
environment for the welfare of all
employees and patients in accordance with Disciplinary Action/Termination
the Drug-Free Workplace Act of 1988. The If you do not satisfactorily perform your
unlawful manufacture, distribution, duties as a volunteer, your supervisor in the
12area you volunteer will counsel you. In the • Fill out a Completion of Service Form.
event performance or behavior doesn’t
improve within a mutually agreed upon time • Return your photo ID badge.
frame, you will receive further counseling
and a written warning from the Volunteer • Return your volunteer jacket (if applicable).
and Community Service’s director. Failure
to meet these written expectations within the The Health Insurance Portability and
defined period of time will result in Accountability Act (HIPAA)
termination from the volunteer program. For additional information, refer to UPMC’s
Upon termination, volunteers must return HIPAA Information Security Awareness
Manual
their photo ID badge and volunteer jacket (if
Established in 1996, HIPAA is federal
applicable).
legislation that addresses three areas:
insurance portability, administrative
Volunteer & Community Services reserves
simplification, and security and privacy.
the right to terminate the services of a
Under the security and privacy provision,
volunteer if such action is in the best interest
health care providers must use safeguards to
of UPMC Cancer Centers/UPCI or if a
maintain the privacy and security of
volunteer fails to comply with the rules of
protected health information (PHI).
UPMC Cancer Centers/UPCI. In such an
Because HIPAA affects every UPMC
event, volunteers have the right to an
Cancer Centers/UPCI employee and
opportunity to respond.
volunteer, UPMC has developed many
system-wide policies to help employees and
Volunteers may be automatically dismissed
volunteers comply with HIPAA regulations.
from the volunteer program for the
following reasons:
Confidentiality
Patients at UPMC Cancer Centers have the
• endangering the life of any patient,
right to privacy concerning their medical
employees, or visitor
care, nature of illness, financial status, and
family affairs. Every employee and
• divulging confidential patient, employee, or
volunteer must uphold the patient’s right to
volunteer information
privacy.
• stealing or embezzlement
Patient information is only for health care
workers and volunteers who have a need,
• possession, sale, or use of alcohol or illegal
reason, and permission for access. Without
drugs on UPMC premises
the patient’s permission, patient information
• unauthorized possession of firearms or other
can only be shared if it pertains to:
treatment, payment, or operations (TPO).
weapons
Confidentiality should be maintained for all
• breach of confidentiality
patient information, whether written or
verbal.
Completion of Service
It is natural for volunteers to talk about their
If you are unable to continue in the
volunteer service, but confidentiality is
volunteer program, please notify your
necessary even if you see a relative, friend
supervisor and Volunteer & Community
or acquaintance in a clinical setting
Services. The following must be done upon
undergoing tests or receiving treatment. It is
the completion of your service:
a breach of confidentiality to share this
13information with your family and friends or The Joint Commission on
the family and friends of the patient without Accreditation of Healthcare
the patient’s permission. Organizations (The Joint Commission)
The Joint Commission evaluates and
The legal implications of violating patients’ accredits more than 15,000 health care
rights can bring damage not only to UPMC organizations and programs in the United
Cancer Centers/UPCI, but also to the person States. An independent, not-for-profit
who breached confidentiality. Failure to organization, The Joint Commission is the
protect patient confidentiality can lead to nation’s predominant standards-setting and
termination from the Volunteer & accrediting body in health care. Since 1951,
Community Services program, legal action, The Joint Commission has maintained state-
termination, fines, and imprisonment. of-the-art standards that focus on improving
the quality and safety of care provided by
If you notice that someone you know is health care organizations. The Joint
listed in the patient directory, it does not Commission’s comprehensive process
give you permission to visit or contact the evaluates an organization’s compliance with
person. Only when the patient or a family these standards. Joint Commission
member informs you that the patient is in the accreditation and certification is recognized
hospital may you visit without violating nationwide as a symbol of quality that
confidentiality. Under HIPAA, patients can reflects an organization’s commitment to
choose NOT to be listed in the patient meeting certain performance standards. To
directory. earn and maintain The Joint Commission’s
Gold Seal of Approval™, an organization
When accessing the computer, do not share must undergo an on-site survey by a Joint
your password with others. Never leave your Commission survey team at least every three
terminal while confidential patient years. These on-site surveys are
information is displayed on the computer unannounced.
screen, and always log off from your
terminal at the end of your task. Also, never The Joint Commission requires every
leave any papers with patient information volunteer to be evaluated on their start date
visible for others to see. This includes and once a year thereafter. Volunteers will
placing patient information in a wastebasket be evaluated on competencies and
(all discarded patient information must be educational requirements such as fire safety
shredded). and infection control, on their
responsibilities as a volunteer, and on
Due to patient confidentiality policies, behavioral traits such as interpersonal
Volunteer & Community Services’ staff relations and reliability.
does not have access to the patient census.
Therefore, if you are a patient in the hospital
and want the Volunteer & Community
Services staff to know, please have a family
Patient Service Guidelines
member contact the volunteer office. Also,
Patient Rights
we are unable to provide home addresses
and home telephone numbers of employees Patient rights are posted at all UPMC
or volunteers. clinical settings. It is important for
volunteers to review these rights on a
regular basis. Please ask your supervisor if
you have questions about any of the rights.
14Age-specific Competencies • Do not discuss the patient’s illness with the
The purpose of age-specific competencies is patient or visitors.
to assure that employees and volunteers are
competent to provide care and assist or • Do not gossip with patients or visitors.
interact in any manner with populations of
varying age groups. Volunteers and • Do not witness any documents for patients.
employees should be aware and sensitive to
differences in patients based on the patient’s If a patient or visitor voices a complaint to
age group. Physical capabilities, emotional you, stay calm and don’t become defensive.
stresses, learning abilities, and life goals will Listen to what the patient has to say and
differ between teens, adults and seniors. offer to include an employee in the
Some examples include: discussion. Even if the patient doesn’t want
to talk to an employee, always report the
• Physical capabilities: If a senior patient incident to your supervisor in the area you
appears to have trouble hearing, you may volunteer.
need to raise your voice and look directly at
him or her when speaking. Patient Safety
A serious incident is defined as an event,
• Emotional stresses: College-aged patients occurrence, or situation involving the
may be worried about their studies where as clinical care of a patient in a medical facility
adult patients may be concerned about their that could have injured the patient but did
family members, especially young children. not cause an unanticipated injury or require
the delivery of additional health care
Communicating with Patients services to the patient.
The following are tips on how to
communicate with patients: A serious event is defined as an event,
occurrence, or situation involving the
• Always knock before entering a patient’s clinical care of a patient in a medical facility
room. that results in death or compromises patient
safety and results in an unanticipated injury
• Introduce yourself. requiring the delivery of additional health
care services to the patient.
• Ask what the patient prefers to be called.
For example, Mr. Green or John. Any volunteer who reasonably believes that
a serious event or incident has occurred
• Do not call patients by nicknames such as: must report the serious event or incident to
honey, grandma, or dear. the appropriate Patient Safety Officer. An
oral or written report must be made
• Look at the patient directly when speaking immediately, but in no event later than 24
to him or her. hours after the occurrence or discovery of
the serious event or incident. The Patient
• Reduce any background noise such as the Safety Officer for Hillman Cancer Center,
TV or radio. UPMC Cancer Pavilion, UPMC Shadyside,
UPMC Montefiore and UPMC Presbyterian
• Always leave the room at once if the is Linda Conroy, 412-623-2480.
physician enters the room to see the patient.
• Do not give medical advice or recommend Patient Safety Precautions
physicians to patients. In the instances listed below, a patient’s
needs should be met only by a trained
15professional familiar with their treatment wheelchair into an elevator or over any
plan. At these times, you can help the patient bumps. Whenever possible, back a
most by calling a nurse. wheelchair out of an elevator.
• Ask a nurse before you give a patient
anything to eat or drink (including water).
Infection Prevention and
Many patients follow a strict diet. Control
• Never give medication, including aspirin, to Every volunteer plays an important part in
a patient. preventing the spread of infection. Using
proper infection control practices is essential
• Never help lift or carry a patient. for your safety as well as patient safety. The
spread of infection can be prevented by hand
• Never help a patient into or out of a washing, practicing standard precautions,
wheelchair or into or out of a bed and following isolation instructions.
(volunteers can push a patient in a
wheelchair). Instead, ask a nurse or a Hand Hygiene
nursing assistant to assist the patient. Hand hygiene is the single most important
and effective way of preventing the spread
• Never give a bedpan or urinal to a patient. of infection. Volunteers should clean their
hands:
• Do no sit on the patient’s bed.
• upon arrival to their volunteer assignment
• Do not purchase items for a patient without
permission from a nurse. • before and after patient contact
Patient Restraints • after removing gloves
Occasionally when caring for patients
restraints are used to secure a patient from • after coughing or sneezing into their hands
hurting themselves or others. Volunteers are
not allowed to adjust, remove, or handle • before and after eating
patient restraints in any way.
• after using the restroom
Restricted Areas
Certain areas of UPMC Cancer Centers/ You should wash your hands using warm
UPCI are posted as restricted areas. Only water and soap for a minimum of 15
those volunteers whose duties require them seconds. Let the water run while you dry
to enter these areas may do so. your hands. After drying your hands, use a
paper towel to turn off the water faucet.
Wheelchair Safety
Volunteers are not permitted to lift a patient When using alcohol-based hand sanitizers,
in or out of a wheelchair (volunteers can dispense enough sanitzer to moisten the
push a patient in a wheelchair). Instead, ask front and back of your hands and wrists.
a nurse or nursing assistant to assist the Rub your hands together until dry.
patient.
Another effective way of preventing the
Always engage both brakes and lift the foot spread of infection is the laundering of your
rests out of the way when a patient gets into volunteer jacket after every time you
or out of a wheelchair. Always back a volunteer (for those in patient care areas).
16Bloodborne Pathogens are four types of isolation that may be
Bloodborne pathogens are germs found in encountered on UPMC Shadyside Campus:
blood and bodily fluids (hepatitis, HIV,
etc.). Bloodborne pathogens spread from Contact Precautions
person to person via infected bodily fluids Prevents the transmission of resistant
and not through casual contact (shaking organisms through direct contact.
hands, hugging).
Droplet Precautions
Prevents the transmission of highly
Standard Precautions
communicable infections spread by droplets
Standard precautions require that we treat
such as bacterial meningitis and influenza.
the blood and bodily fluids of all persons as
if they are infectious. All liquids on floors, Airborne/Contact Precautions
counters, chairs, etc. should be treated as Prevents the transmission of highly
contaminated fluid. Do not attempt to clean communicable diseases such as chickenpox
up spills yourself. Notify your supervisor or and disseminated herpes zoster.
the Volunteer & Community Service’s
director, who will then call Environmental Airborne Precautions
Services to clean the spill. Prevents the transmission of airborne
infections such as tuberculosis.
Personal Protective Equipment (PPE)
such as gloves are provided to protect you Never enter a room with an Airborne
from exposure to blood or other bodily Precaution or Airborne/Contact Precaution
fluids for the purpose of preventing the sign on the door. Always check at the
spread of infection. If you get blood and/or nurse’s station if you are unsure regarding a
bodily fluids on you: sign posted near the patient’s room. If you
realize you have entered an isolation room
• Immediately wash the part of your body in error, immediately notify your supervisor
with which the blood or bodily fluid has so action can be taken to protect you and the
come in contact. patient. When entering a room with a
Contact Precaution or Droplet Precaution
• Immediately report the incident to your
sign on the door, follow the directions on the
supervisor, who then will contact UPMC sign. For more information, contact your
Employee Health. If it is after hours, report supervisor or the department of Infection
Prevention & Control, located in the School
the incident to your supervisor and proceed
to the Emergency Department. Also, notify of Nursing Building, 2nd Floor. Their
the Volunteer & Community Service’s telephone number is 412-623-2270.
director.
Waste Management
Very few volunteer positions involve Biohazardous waste may be contaminated
contact with blood or bodily fluids. If you by disease-producing microorganisms or
have questions about the need for PPE in material and may harm or threaten human
your assignment, ask your supervisor or the health. UPMC’s Waste Management Plan
Volunteer & Community Service’s director. was designed to help dispose of all wastes in
a way that is safe for volunteers, patients,
Isolation employees, the community, and the
In certain circumstances, precautions above environment.
and beyond standard precautions are needed
and a patient is put under isolation. There Biohazardous waste must be disposed of in
red biohazardous waste containers. Sharp
items — used or unused — are to be
17disposed of in designated sharps containers important to plug critical equipment into red
only. Proper segregation of wastes is vital to outlets.
regulatory compliance as well as cost
containment. Red bag biohazardous waste Hazard Communication
costs as much as seven times more than Hazard communication is a program
regular waste to dispose of. Employees and designed to identify hazardous chemicals
volunteers must be careful not to put non- that employees and volunteers may be
infectious materials into red biohazard bags. exposed during their workday. The goal of
Proper Personal Protective Equipment (PPE) hazard communication is to provide
is to be used every time biohazardous waste methods and training for the safe use of
is handled. hazardous materials as well as follow-up in
the event of an exposure incident.
Lab Specimens
Specimens must be placed in a plastic zip Material Safety Data Sheets (MSDS)
bag before transporting. Volunteers should MSDS are found in every department that
not transport specimens that are improperly uses hazardous chemicals. MSDS contain all
sealed. Rubber gloves should not be worn to vital data relating to hazardous chemicals
transport specimens. and products including: product name,
manufacturer information, emergency phone
numbers, symptoms and dangers relating to
Safety and Security acute (short term) and chronic (long term)
exposure to the material, spill clean-up
procedures, and proper Personal Protective
Safety
Equipment (PPE) to be used.
It is everyone’s responsibility to be alert for
any unsafe or potentially unsafe condition or
Ask your supervisor where MSDS are
hazard. Unsafe conditions or hazards should
located in your department.
be reported to your supervisor, Volunteer &
Community Services, or Security.
Security
Security guards are on duty 24 hours a day
Electrical Safety
and are stationed throughout key locations at
Equipment used within clinical and research
UPMC clinical facilities. Security guards are
facilities is periodically inspected for
available upon request to escort volunteers
electrical safety and will have a preventative
to parking garages after dark.
maintenance tag to indicate that it has met
the safety standards. Do not use electrical Shadyside Security 412-623-2990
equipment without such a tag. Oakland Security 412-647-3191
All medical equipment brought in by Remember the following guidelines
patients and visitors must be inspected by regarding security:
the Clinical Engineering Department prior to
use. All electrically operated non-medical • If you see anyone on UPMC Cancer Centers
equipment brought in by patients and /UPCI property who looks suspicious,
visitors must be inspected by the contact security immediately. If possible,
Maintenance Department prior to use. give security a description of the person.
In case of a power loss, clinical facilities use
an emergency generator to provide limited • If you witness any incidents of concern
power to certain areas. Emergency power is related to patients, visitors, employees, or
provided to outlets that are red in color. It is volunteers, please notify both Security and
18Volunteer & Community Services. • Biomedical Science Tower South (Tower 3)
9-911 (Medical)
• To minimize security risks, please do not 624-2121 (Non-medical)
bring valuables with you when you
Emergency Codes
volunteer. If you must bring valuables with
To alert employees to certain emergencies,
you, please keep them in your pocket.
without alarming patients and visitors,
UPMC Cancer Centers/UPCI are not
UPMC maintains a coding system used by
responsible for stolen or lost items.
paging operators:
• The Lost and Found Department is in the
STAT — Immediate response
Security Office at each hospital.
Condition C — Critical
Condition A — Cardiac Arrest
Condition F — Fire
Emergency Procedures Condition H — Help
Condition L — Lost
Emergency Preparedness Code Blue — External Disaster
It is important that volunteers at UPMC
Cancer Centers/UPCI know how to respond Be alert when you hear these calls so that
in the unlikely event of an emergency such you can move away from the situation in
as a fire. Volunteers should become familiar order to let authorized personnel respond to
with the plan for emergencies and the the emergency.
responsibilities of the department to which
they are assigned. Drills are held Disaster Plan
periodically and volunteers are expected to A disaster includes any type of major fire or
participate if they are on duty. explosion, natural disaster, major accident,
or civil unrest that endangers the lives of
To report an emergency, call the appropriate people. An internal disaster is a disaster that
number (listed below) and give your name, occurs within or on the medical center
location, and details of the problem. premises. An external disaster is one that
causes injury to persons in the community.
Emergency Telephone Numbers The UPMC Cancer Centers/UPCI disaster
Hillman Cancer Center, UPCI Research plan enables employees to respond
Pavilion appropriately in the event of an emergency,
9-911 (Medical) whether a natural disaster, major accident, or
623-3131 (Non-medical) civil unrest.
• Hillman Cancer Center, William M. Cooper In preparation for a disaster, your role as a
Pavilion (Ambulatory) volunteer is to become familiar with the
• UPMC Cancer Pavilion functions assigned to your department and
• UPMC Shadyside participate in disaster drills when asked to
623-3131 (Medical and Non-medical)
do so. Should a disaster occur, your role as
a volunteer is to stay calm and continue with
• UPMC Presbyterian
your volunteer assignment until your
• UPMC Montefiore (Oakland)
647-3131 (Medical and Non-medical) supervisor instructs you otherwise. Disaster
preparedness books are located in every
• Thomas E. Starzl Biomedical Science Tower department.
(Towers 1 and 2)
9-911 (Medical)
647-3131 (Non-medical)
19Sweep nozzle from side to side
Fire Safety
It is the responsibility of employees and Manual Fire Alarm Pull Stations
volunteers of UPMC Cancer Centers/UPCI To activate a fire alarm, use a manual fire
to prevent fires and to be prepared to act alarm pull station. In the Hillman Cancer
quickly and correctly should a fire occur. Center, these stations are located anywhere
Volunteers should learn the departmental an exit sign is located. In UPMC Shadyside
fire plans for their assigned areas. The and Oakland sites, the manual pull stations
paging operator will announce a code to are marked throughout the buildings. All
alert the employees to a fire emergency. volunteers should familiarize themselves
Never shout “fire.” Instead, remain calm with the locations of manual pull stations
near their assigned areas.
and reassure patients and visitors. For
all UPMC facilities, the fire code is
Evacuation Procedures
“Condition F.”
If evacuation is necessary, an effort should
If a fire is discovered or the smell of smoke be made to check all areas during the
is present, all building occupants should evacuation process. Use common sense.
follow the R.A.C.E. principle: Do not reenter a fire area to search for
unaccounted individuals. When leaving
Rescue — Rescue anyone in immediate your area:
danger
• Remain calm.
Alarm — Sound the fire alarm from the
nearest manual pull station. Do not hesitate. • Do not shut off lights.
In addition, call emergency response (see
page 19 for appropriate telephone numbers) • Shut off equipment that could be a hazard
and give the operator your name, exact if left operating (e.g., copy machines,
location, and details of the fire. Let the computers).
operator repeat the information for clarity
• Close all doors and windows.
Contain — Limit smoke by closing all doors
and windows. When a fire alarm is • Stay low when moving through corridors to
activated, fire doors in the main hallways avoid smoke and fumes.
will automatically close. Keep all doors and
windows closed until the “all clear” code is • Do not run in corridors or stairwells.
announced
• Make efforts to move important records to a
Extinguish — Select and use the proper fire safe area.
extinguisher if it is safe to do so and you
have been trained in the proper procedures. • Feel closed doors for heat before opening
them. If a door feels hot, do not open it.
To operate a fire extinguisher, follow the
P.A.S.S. principle: • In smoke filled areas, do not enter an area
that seems to have more smoke on the other
Pull pin side of the door.
Aim nozzle at base of fire If you are riding an elevator and a fire alarm
is announced for that building, get off on the
Squeeze the extinguisher handle nearest floor (not the alarm location).
Elevator shafts can become filled with
20super-heated gas and smoke during a fire Department personnel will assist in
and become very dangerous for passengers removing patients safely.
in an elevator car. Do not use elevators to
attempt to evacuate a fire area; use the UPMC Cancer Pavilion Evacuation
stairwells instead. Procedures
When the Fire Alarm System is activated,
Hillman Cancer Center, UPCI Research those in the fire zone should begin to
Pavilion Evacuation Procedures evacuate immediately. The fire zone is
Due to the nature of the construction and the defined as:
hazards present in the UPCI Research
Pavilion, it is necessary that the whole • the floor in alarm
building be evacuated every time a fire
alarm is initiated. • the floor above the floor in alarm
Hillman Cancer Center, William M. • the floor below the floor in alarm
Cooper Pavilion (Ambulatory)
Evacuation Procedures UPMC Shadyside Evacuation
There are two types of evacuations that may Procedures
occur: horizontal evacuation and total If a fire alarm is given, volunteers should
evacuation. In horizontal evacuation, if the listen to the overhead announcement and
alarm occurs in the northern end of the respond accordingly.
building (toward Baum Blvd.), everyone
needs to be moved to the southern end of the In the event of an evacuation, take the
building (toward Centre Ave.). The opposite nearest stairwell or marked exit door and
is done for alarms occurring in the southern proceed to the assembly area at the loading
end of the building (toward Centre Ave.), dock driveway, the concourse courtyard, or
everyone needs to move to the northern end the emergency circle.
of the building (toward Baum Blvd.) In total
evacuation, everyone must leave the
building. This will occur in the following
circumstances:
• An alarm is activated in the parking garage.
• An alarm is activated in the atrium.
• The sprinkler system anywhere in the
ambulatory building is activated.
Patients who are non-ambulatory may be
moved to stairwells that will serve as Areas
of Rescue. There are communication devices
in the stairwell that will allow people there
to communicate with the building Fire
Command area. Patients moved to the Area
of Rescue should be left with an attendant.
Follow the posted emergency instructions to
communicate the location of the patients.
Responding City of Pittsburgh Fire
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