Business & Infrastructure
Volunteer Services
Building 5 Level 1 Canberra Hospital Yamba Drive, Garran ACT 2605
PO Box 11 Woden ACT 2606
Phone: (02) 6174 5272
Website: www.health.act.gov.au
ABN: 82 049 056 234
Volunteer Conditions of Placement
Area of Volunteering:
Intensive Care (ICU) / High Dependency Unit (HDU)
Function:
Volunteer
Responsible to:
Clinical Nurse Consultant and Volunteer Coordinator
_____________________________________________________________________________
Role Description:
The role of the ICU/HDU Volunteer is to provide the supporting link between relatives/families of
ICU and HDU patients and nursing/medical staff.
Training Requirements:
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Attendance at ACT Health Corporate & Volunteer Orientation (including Child Protection
Level 2)
Area/job specific training by ICU staff
In-service Education, as deemed relevant by Volunteer Coordinator
Reporting Relationships:
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To the Clinical Nurse Consultant and/or Team Leaders of ICU and HDU.
To the Volunteer Coordinator.
The role includes:

Approach customers in a professional manner, maintaining a high standard of service.
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To identify families and visitors who are new to the environment, require support and
information regarding when they can visit their loved one.

Orientate visitors on how to use the intercom upon entry to Intensive Care.
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Orientate visitors to other areas of the hospital if they are lost. For example, directions to
Day Surgery Unit or Coronary Care Unit.

Guide visitors around the Intensive Care Unit, orientating them to where their loved one is
situated, where public amenities, waiting room and visitor’s kitchen within the unit are
located.
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To listen and provide information and support whilst they wait to see the patient.
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Liaise directly with Nursing/Medical and Social Work staff to facilitate clinical update
opportunities for relatives.

Assist staff by providing practical assistance and support for distressed and bereaved
relatives by escorting them to and from quiet rooms.
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
Provide visitors with contact details of the Intensive Care and High Dependency Unit by
handing out the ICU Business Card. Please write on the back of the card which bed space
the patient is in and highlight whether they are in High Dependency or Intensive Care.

Provide social work information packs if requested by the Social Worker.

Report any concerns to the Clinical Nurse Consultant, a Team Leader or Ward Clerk
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Provide colouring in books to children present magazines and orientation on the television

Provide refreshments from the visitor’s kitchenette and inform them of hospital facilities
such as Café Hoz and the Staff Cafeteria.

Supervise unaccompanied children in the waiting room at family request while they attend
family meetings.

Provide feedback to assist with improvements in the Volunteer Service.

Monitor the condition of the working environment.

Be informed of information regarding proposed changes in the workplace.

Assist with evacuation of Intensive Care if required by escorting those visitors in the waiting
room to evacuation areas.
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Liaise with ward clerks/TLs/CNC about workplace changes
Volunteer attributes :

Demonstrates a friendly, caring and patient attitude. Demonstrates active listening skills
and articulates verbal responses clearly.

Sensitivity to different cultures and backgrounds.

Initiative, flexibility and adaptability in response to a changing environment.

Able to recognise the circumstances of when to seek guidance early on any interactions
with families, especially if the relative(s) are unhappy with any service.

Able to follow direction and relay information in a timely fashion.

Being respectful to patients’ privacy. For example, if curtains are drawn or signs are in
place, please do not enter without checking with nursing staff first.

Being courteous, discretely maintaining confidentiality at all times.

Able to recognise limitations of the role and will effectively refer issues back to the nursing
staff professionally.

Demonstrate empathy, understanding and dignity towards the issues surrounding
variations in social circumstances, death, dying and trauma.
Condition Requirements :
Volunteers are not paid and have no expectation of employment.
It is a condition of volunteering that :
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you agree to adhere to hospital policies and procedures.
you satisfactorily pass referee, police record checks and interview.
you acknowledge that either party can terminate this agreement at any time.
you agree to abide by the Health Directorate Code of Practice for Volunteers.
Certification :
I acknowledge that :
 I understand the requirement of, and am prepared to undertake the duties and
responsibilities stated in this role description.
 I will be subject to a three month probationary period from commencement of my
first shift.
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Code of Practice for volunteers in the
ACT Government Health Directorate
While working within the Health Directorate as a volunteer you are expected to:

Be reliable in your commitment to the organisation and its clients;

Work within departmental guidelines and meet the standards of behaviour expected of paid
workers;
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Maintain confidentiality in respect of all information gained in the course of your duties
(Privacy Act 1988);
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Follow the ACT Public Service Code of Conduct and ethical standards;
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Observe the requirements of the Work Safety Act 2008;

Accept and follow directions from your supervisor;
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Ensure that you understand direction given to you and seek clarification if uncertain;
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Ensure that you are capable of performing all tasks given to you;
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Provide feedback to your supervisor on your progress;
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Report problems as they arise; and
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Disclose any relevant charge or conviction.
As a volunteer you also have the right to:
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Be advised of departmental standards, guidelines and expectations;
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Be given a clear statement of tasks to be performed;
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Receive sufficient training to enable you to carry out your duties;
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Guidance and direction from your supervisor;
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Speak to, and be heard, by a person in authority if you have queries or complaints;

Be treated as a bona fide co-worker of the regular staff;
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Be listened to by staff and colleagues;

Receive feedback on your work;
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Be provided with equipment necessary to do the job;

Be informed of information regarding proposed changes in the workplace.
I have read the Volunteer Conditions of Placement, understand my role and agree to abide by the
Volunteers’ Code of Practice.
________________________________________
Signed
_______________
Date
(Print name) ____________________________________
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