Welcome
to
Volunteer Orientation
Objectives of Volunteer Orientation
• Articulate mission and vision of Empath
Health
• Understand the history of Empath Health
and the scope of our services
• Learn infection control practices to keep
yourself and others safe
• Obtain support and guidance in choosing
your volunteer role
Mission
Unified in empathy, we serve
our communities through
extraordinary Full Life Care for
all.
Vision
Redefine healthcare as Full
Life Care.
We are Empath Health
At Empath Health, we hold ourselves to an
intrinsic set of values that guides our
everyday actions.
Each, an expression of the empathy we
find essential.
Each, a pathway to achieving real, human
connection.
Each, a demonstration of our heartfelt
compassion for the full lives we serve and
those we serve alongside.
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Our Values
• Eternally Hopeful:
We are dedicated to being a source of inspiration
in people’s lives by offering renewed
empowerment through choice, ongoing
encouragement through positivity and personal
dignity through the respect deserving of every
stage in life.
• Profoundly Helpful:
We are here to provide unwavering support to ALL
people, through every moment possible, with the
same level of attention, understanding and insight
fundamental to the great outcomes we strive to
provide to everyone we serve.
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Our Values
• Lovingly Truthful:
We are here to offer guidance, by listening with
open minds, engaging with open arms and
enlightening with the genuine, open and honest
communication essential to building understanding,
trust and ultimately, peace of mind.
• Confidently Skillful:
We provide the finest quality care available by
insisting on a level of medical expertise that’s
unrivaled, a level of excellence that’s unheard of
and a belief in our mission and ourselves that’s
undeniable.
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Our Values
• Courageously Impactful:
We always strive to make a difference in every life
we touch by embracing every opportunity to
advocate for people’s needs, adapt to meet life’s
challenges, and innovate to continue a history of
leading healthcare forward.
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Talented Staff & Volunteers
~2394 Employees
~2200 Volunteers
We could not do the work we do
without the time and talents of
volunteers!
Empath Health:
An integrated network of care
Here are the different programs under Empath Health:
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Suncoast Hospice (Pinellas & Hillsborough)
Tidewell Hospice (Charlotte, Desoto, Sarasota & Manatee)
Elder Care Services (PACE)
Community Counseling & Grief Services
Empath Home Health
Empath Personal Care
Empath Medical & Palliative Care
Empath Partners in Care (EPIC)
Suncoast Hospice Foundation
Tidewell Hospice Foundation
Pharmacy & DME
Hospice Care
Physical, Emotional, Social and Spiritual Support for:
• Those living with an advanced illness
• Those caring for a family member or
friend
• Those who have experienced the loss
of a loved one
• Those facing difficult decisions
regarding end-of-life issues
When is the Right Time to Call
Hospice?
When someone…
• Is facing difficult care decisions
• Has an advanced illness or condition
• Has increased care needs
• Has a life expectancy of one year or less
• Has had 2 or more hospitalizations for the
same illness over the last 4 to 6 months
• Is experiencing the loss of a friend or
family member
Where Is Hospice Care Provided?
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Private homes
Nursing Facilities
Assisted Living Facilities
Local hospitals
Inpatient Units/Care Centers
Wherever a patient considers “home”
Patients do not have to come to a specific
building or place to receive hospice care.
Hospice provides care wherever it is needed.
Suncoast Hospice
• Over 45 years of compassionate service
• Not-for-profit community hospice serving over 1400
patients and families a day
• The only non-profit community-based hospice in Pinellas
County
• One of the largest non-profit hospices in the United
States
What is a non-profit organization?
A non-profit belongs to and is supported financially by our
community. In a not-for-profit organization, all revenue not
used while serving the community is reinvested into the
organization so that it can build and grow to better serve
its community.
Suncoast Hospice of
Hillsborough
• Began admitting patients in December
2021
• Not-for-profit community hospice
serving Hillsborough County
• No free-standing Care Centers;
partnering with other healthcare
providers for in-patient level of care
Tidewell Hospice
• Over 40 years of compassionate service
• Not-for-profit community hospice serving
over 1200 patients and families a day
• The only non-profit community-based
hospice in Sarasota, Manatee, Charlotte
& Desoto Counties
• One of the largest non-profit hospices in
the United States
Hospice provides
holistic, comprehensive care.
How do we provide holistic, comprehensive
care?
• Care provided by an interdisciplinary
group (IDG) (Physician, Nurse, Social Worker/Counselor,
Volunteer Coordinator, Spiritual Care Coordinator, Hospice Aide,
Volunteer, Pharmacist, Medical Records staff, etc.)
• Care directed by patient and family (we
honor their choices, and they are at the center of all we do)
• Care focused on the whole person
(physical, emotional, social, and spiritual needs)
Paying for Hospice Care
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Medicare (Part A)
Medicaid
Private insurance plans
Veteran benefits
Self pay – a sliding fee scale
Over $2 million in uncompensated care
provided each year (funds raised through
donations and our resale shops cover
these costs)
Hospice Interdisciplinary Group
Nurse
Hospice
Aid
Primary
Physician
Patient
&
Family
Spiritual
Professional
Volunteers
Psychosocial
Professionals
Patients at the end of
their lives have physical,
emotional, social and
spiritual needs. It takes
many team members
with many different
specialties and expertise
in different areas to meet
those needs. Care is
provided by a whole
team, not just a doctor
and nurse.
Other Potential Team Members
• Music Therapists
• Massage Therapists
• Physical Therapy
• Dieticians
• Wound Care
• Any service needed for an
individualized plan of care
Serving Those Who Served:
Empath Honors/Tidewell Honors
• Florida has the second highest veteran
population over the age of 55
• The Gulf Coast has one of the largest
concentrations of WWII vets in the U.S.
• 15 – 20% of patients we serve are veterans
• Empath Honors and Tidewell Honors veteran
programs address unique clinical,
psychosocial, and spiritual needs of
veterans
PACE (Pinellas and Bradenton)
Program of All-inclusive Care for the Elderly
PACE delivers a variety of senior care
services, including in-home care and support,
primary medical care, specialty care, adult
day center and transportation. Our goal is to
help PACE participants remain independent
at home, enjoy a better quality of life and
avoid unnecessary hospitalizations.
Empath Home Health
This program provides:
Interdisciplinary skilled home health care
Disease process instruction and education
Wound care
Physical, occupational and speech therapy
Care provided by nurses, social workers, home
health aides and therapists
• Often covered by insurance
• Pinellas, Lee, Collier, Hendry, Glades, Sarasota,
Manatee, Charlotte, Desoto, Marion, Pasco, and
Hillsborough Counties
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Empath Personal Care
This program provides:
• Homemaker/Companion services
• Private duty services to fill gaps between
other care needs
• Can be private pay and by the hour
based on patient needs
• Sarasota, Manatee, Charlotte, and
Pinellas Counties
Empath Medical Services
Palliative Care
Palliative Care is specialized medical care
focusing on relieving symptoms and stress
of serious illness.
• Provides better understanding of health
conditions and medical choices
• Supports difficult medical decisions
• Coordinates care and treatment with
other healthcare providers
• Identifies other supportive services
Empath Medical Services
Physician Practice
• Provides in-home medical care
through visits to private homes,
assisted-living and skilled-nursing
facilities.
• Offers compliance and regulatory
support for medical facilities that do
not have an on-site medical director.
Pediatric Hospice
• Expert pediatric interdisciplinary care team
focused on the special needs of infants,
children, and adolescents who have a life
limiting illness
• Assists parents, siblings and extended family
members to maintain day-to-day life in the face
of illness and caregiving
• Close collaboration with other pediatric
healthcare providers
Partners in Care (PIC)
• The Partners in Care (PIC) program is a
palliative care program for children up to
age 21 with potentially life-threatening
illness who are receiving curative care.
• Services include:
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Individual, family, and group counseling
Specialized retreats for adults and children
Caregiver relief (respite)
Pain and symptom management
Community Counseling
• Counseling support for anyone– adults, families,
children
• Services for those who have not had a hospice
related loss
• Counseling services include:
– Individual, family, group counseling (sliding fee
scale)
• Those in active treatment for serious illness
• Those who have had sudden traumatic loss
• Specialized retreats for adults, children and families
Perinatal Loss Program
• A program unique to Pinellas County for families
who have been told their pregnancy will not
result in a live birth or will not live long after birth.
• Doula volunteers support a woman during labor
and delivery by ensuring the family’s birthing
plan is honored. This may include providing
emotional support to the laboring woman,
playing music, and bathing the deceased child
after birth.
Empath Partners in Care (EPIC)
EPIC supports those infected or affected by
HIV/AIDS by providing:
• HIV education
• Testing and counseling
• Case management
• Food and personal needs pantry
• Children’s program
• Limited financial assistance
• Housing and short-term rental assistance
Suncoast Hospice Foundation
Since 1983, the Suncoast Hospice Foundation has provided
financial support to Empath Health and its members.
Suncoast Hospice Foundation raises funds through items donated at
the Resale Shops, Special Events (Golf tournament, Hospice Ball,
Lights of Lake Park, Beach Stroll, etc.), memorial donations, grants
and private donations.
Tidewell Hospice Foundation
Mission
Brighten the lives of the patients, families, and residents of
communities served by Tidewell Hospice and its affiliated
companies by increasing awareness, funds, engagement, and
advocacy to sustain and expand the exceptional programs and
services offered.
• Ways to Support Us
• Gifts of Cash, Stock/Investments, 403, 401, IRA, Shares, life
insurance
• Planned Gifts from estates, trusts
• Memorial and remembrance gifts
• Real estate, vehicles and other real property
• Host third-party fundraisers
Global Hospice Partnership
• In 2000 Suncoast
Hospice partnered with
HospiceWits in
Johannesburg and
Soweto, South Africa
• Share best practices for
hospice and palliative
care.
• This was initiated by
Suncoast Hospice
Case Studies
Please refer to the Participant Guide PDF for
more information on the case studies.
You will also need to reference the “Integrity in
Action” PDF and the “HIPAA: Protecting Patient
Privacy” PDF.
Case Study #1: Page 28-29 Integrity in Action
Case Study #2: Page 28-29 Integrity in Action
Case Study #3: Page 17-18 Integrity in Action
Case Study #4: Page 6 & 16 of HIPAA packet
Case Study #1
Peggy’s
Side Biz
Refer to pages 28 – 29 in the “Integrity
in Action” PDF in order to answer the
questions about this Case Study in the
Participant Guide.
Case Study #2
Barbara’s
Layaway
Refer to pages 28 – 29 in the
“Integrity in Action” PDF in order
to answer the questions about
this Case Study in the Participant
Guide.
Case Study #3
Oh
Charlie…
Refer to pages 17 - 18 in the “Integrity
in Action” PDF in order to answer the
questions about this Case Study in the
Participant Guide.
Case Study #4
Chatty
Cathy
Refer to pages 5 – 10 in the “HIPAA:
Protecting Patient Privacy” “PDF in
order to answer the questions about
this Case Study in the Participant Guide
Conflict of Interest
We are not to capitalize on our Empath Health
relationships in order to further our personal or
professional goals or gains. Requests from patients,
families, clients or participants requesting
recommendations for services should be referred to
your volunteer coordinator.
Examples of services include:
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Homemaker or companion services
Private hire nursing assistants
Funeral homes
Nursing facilities
Other external services (personal grooming,
home/yards tasks, pet assistance, etc.)
Gift Giving & Receiving
• Empath staff and volunteers are NOT allowed to
accept personal gifts from those we serve or
our vendors
• Volunteers should refer patients, families or the
community to donate personal items to a
Suncoast Hospice Resale Shop
• Volunteers may provide information about how
to make a financial contribution to Empath
Health or its members
• Contact your Volunteer Coordinator if you are
offered a gift by a patient or family member
Harassment, Sexual Abuse &
Workplace Violence
Empath Health does not tolerate:
• Harassment based on diverse characteristics or cultural
backgrounds: Degrading or humiliating jokes, slurs or intimidation,
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or other harassing conduct is not acceptable in the workplace and
will not be tolerated
Sexual Harassment: verbal or physical conduct of a sexual
nature that interferes with an individual’s work performance or
creates and intimidating or offensive work environment has no place
here
Sexual Abuse: inappropriate sexual conduct of a criminal nature
Workplace Violence: robbery, stalking, violence directed at the
agency; terrorism and hate crimes committed by current or former
volunteers/staff
Empath Health is committed to creating a pleasant, work
environment free of harassment, sexual abuse, and workplace
violence.
Respecting Privacy
A Sacred Trust
The Health Insurance Portability & Accountability
Act (HIPAA):
• A Federal Law that protects patients’, clients’
and participants’ private health information
• We comply because it is the right thing to do,
and it is the law
• All information related to a patient’s health or
anything that can be used to identify a patient
is considered protected health information (PHI)
• PHI is disclosed on a need to know basis
Integrity in Action
Should you have a concern regarding something
you’ve learned about or witnessed, you are
encouraged to discuss these issues first with your
volunteer coordinator. If you don’t feel comfortable
then the Helpline is available to you.
Culture of Customer Service
Volunteers offer countless acts of
kindness to people served by Empath
Health.
• How we do things is often more
important than what we do
– Be kind to all with whom we interact;
each person is our ‘customer’
(colleagues, customers, patients, etc.)
– Use active listening skills to understand
others needs and respond appropriately
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Serving as an Ambassador
How you can serve as an Ambassador:
– Refer people to services provided by
Empath Health
– Share your story. Tell people why you
volunteer, why you support the mission of
hospice, etc.
– Refer individuals to call Empath Health
with specific questions so they can get
connected to the right care at the right
time
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Dress & Appearance Standards
Dress and grooming:
• Is suitable for your responsibilities and
work environment
• Meets requirements established for
safety reasons
• Complies with our agency’s standards
• May differ by the area or location you
volunteer in
Please refer to the participant guide for more
details.
Identification Badges
• To be worn at all times while
volunteering
• Do not share or allow others to use
your badge
• Report to volunteer coordinator if lost
• Return to volunteer coordinator if you
end your volunteer service
Workplace Safety
All Empath Health service centers and
offices are designated as
Non-Smoking
Emergency Operations Plan
• Volunteers are notified by email when the
organization is facing an emergency
– severe weather like a tropical storm or hurricane
– Pandemic, like Covid-19
• Volunteers are in charge of their own
safety during an emergency
Please check all modes of communication during any
type of emergency!
Your volunteer coordinator will be providing updates
on the situation and will be in contact with you when
it’s safe to return to your volunteer work.
Infection Control: Hand Hygiene
• Hand hygiene is one of the most
important ways to control infection!!
• When hands are visibly soiled, wash
hands, rubbing vigorously, for 40-60
seconds using soap and warm, running
water.
• When hands are not visibly soiled,
wash hands for 20-30 seconds using an
alcohol-based hand sanitizer.
Infection Control: Hand Hygiene
When Should You Wash Your Hands?
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Before and after any patient contact (and anyone who is sick)
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After cleaning equipment
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Before leaving the bathroom
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Before, during, and after preparing food
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Before and after eating
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After sneezing, coughing, and blowing your nose
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After removing gloves and other PPE
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After touching an animal, animal food, and animal wastes
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After touching any type of garbage or trash
Hand Washing (Soap & Water)
• Wash all surfaces of the hands:
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Palms of hands
Backs of hands and between fingers
Nail beds
Thumbs
Tips of fingers
Wrists
• Rinse your hands while keeping fingers pointed
down.
• Dry vigorously with paper towel or clean cloth
towel.
• Turn off faucet with towel and open door with
towel
Hand Rubbing (Sanitizer)
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Apply generous portion to palm of one hand
(use enough to cover all surfaces of hand).
Rub sanitizer over all surfaces of the hand:
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Palms of hands
Backs of hands and between fingers
Nail beds
Thumbs
Tips of fingers
Wrists
Rub sanitizer over all surfaces until hands are
dry.
Fingernails & Skin Care
• Keep natural nail tips to less than a ¼ inch in length.
• Do not wear artificial nails, wraps, etc. if providing
patient care.
• Remove or fix nail polish if chipped or cracked.
• Keep skin moisturized to prevent drying and
cracking.
• Use hand sanitizers that contain moisturizers or
emollients.
This will prevent bacteria and/or other contaminants
from finding places to build up on your hands, fingers,
and nails.
Infection Control: Respiratory Etiquette
• Have hand sanitizer, tissues and waste
basket handy
• Cover nose and mouth with a tissue
when coughing or sneezing OR cough
or sneeze into your upper sleeve
• Discard tissue and wash hands right
away
• Keep hands away from your face
Influenza Vaccine
Flu vaccinations can prevent illness for
ourselves, families and co-workers.
• Suggested vaccination time is September –
November. (flu season is October – April)
• All volunteers must submit a flu shot acceptance
or declination form—this is a requirement of the
Joint Commission, our accreditation agency.
• Your volunteer coordinator will provide this form to you.
• Volunteers who do not have a flu shot may be
asked to wear a mask in some volunteer
settings.
Self-Screening
• Please monitor your health/symptoms
before volunteering.
• If you are feeling unwell or have any
symptoms, please stay home and
contact your volunteer coordinator if
you are unable to volunteer.
Mask Wearing
Face masks may be required when
volunteering. If you do not have a face
mask, one will be provided to you. Your
Volunteer Coordinator will keep you
updated with current masking and
infection control policies.
Have a question about a particular
assignment? Please ask!
Volunteer Opportunities
Teen Volunteers
After completion of Volunteer Orientation
teen volunteers can participate in the
following:
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Office
Special Events
Community Outreach
Resale Shops
Baking and Crafts
You will receive notice of these volunteer
opportunities through your email. Please check your
email frequently. You are required to volunteer at
least once a month!
Teen Volunteers-
Patient and Family Volunteer Opportunities
After completion of Volunteer Orientation, if a teen volunteer would like to
take Patient and Family Support Training, they can participate in the
following opportunities when available and after all training requirements
are met:
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Care Center assignment (Palm Harbor and Pinellas Park)
Companionship Visits/Cheer Teams
Party Pals
Children’s Program
Lifetime Legacies
Patient and Family Support Training is optional. This training meets in person
and is broken into 3 sessions. A TB skin test and fingerprinting for a level 2
background screening are required. These requirements are scheduled
during the training sessions.
Additional specialty training may be required based on volunteer
assignment.
You will receive notice of these opportunities through email also.
Thank you for
choosing
Empath Health as
your place to
volunteer!
“Be the change
you wish to see
in the world”
~ Mahatma Gandhi