Volunteer Handbook Jewish Home and Care Center Chai Point Senior Living Sarah Chudnow Community
Mission Statement
The mission of the Hand in Hand service organization is to further volunteer-related activities and other programming at the Jewish Home and Care Center, Chai Point and the Sarah Chudnow Community in support of their nursing, long-term care and rehabilitation programs by: • recommending volunteering-related policies to improve quality of volunteer activities; • conducting Caring Partners’ activities (friendly visits and end-of-life vigils); managing a gift shop at the Jewish Home and Care Center; • raising funds through membership and donations and promoting Hand in Hand membership; • soliciting and funding grants for programs, equipment and services that will be used to improve the quality of residents’ lives; • funding resident-centered special events, such as birthday parties, special occasion parties, memorial service refreshments, etc.; • promoting volunteerism, including sponsoring an annual Volunteer Recognition Luncheon; • funding special projects, such as synagogue and Rubenstein Pavilion beautification projects; • monitoring and overseeing Hand in Hand financial assets.
Table of Contents WELCOME VOLUNTEERS DO MANY THINGS!
2
HAND IN HAND: PARTNERS IN CARING
2-3 4
PROGRAMS SPONSORED BY HAND IN HAND • Gift Shop • Caring Partners • Grant Programs
5 5 5 5-6
GENERAL GUIDELINES FOR VOLUNTEERS • Volunteer Requirements • Training and In-Services, Smoking, Alcohol and Substance Abuse, Dress Code, Scents, Volunteer Name Badges • Meals, Security, Photography, Gifts, Liability Release, Paperwork
7-9 7 8 9
FREQUENTLY ASKED QUESTIONS
10
TIPS FOR SUCCESSFUL COMMUNICATION
11
WHEELCHAIR INSTRUCTION
12
WHO (AND WHAT) WE ARE 13 - 16 • Jewish Home and Care Center 13 - 14 • Chai Point Senior Living 14 • Lakeside Senior Enrichment Program 15 • Sarah Chudnow Community 15 • Jewish Home and Care Center Foundation 16 APPENDIX The Resident Bill Of Rights • Confidentiality and HIPAA • Kosher Laws • Disaster Plan • Infection Control and Universal Precautions • Concealed & Carry Policy • Disciplinary Procedures • Hand in Hand Membership
17 - 23 17 18 19 19 - 20 20 - 21 22 - 23 23 24
Welcome You join a very special group of people – our volunteers, who for over 110 years have served our residents with smiles on their faces and love in their hearts. Each time you visit, you bring joy from your home to ours. Thank you for your time, your dedication and your commitment to the commandment to “honor the fathers and mothers” of our community.
Volunteers Do Many Things! Volunteers support the mission of the Jewish Home and Care Center, Chai Point and the Sarah Chudnow Community to provide our Jewish Community with services that enable our seniors or infirm to be part of a quality Jewish environment with comfort, meaning, independence and dignity. • We value each person we serve, as well as his or her family, our staff and our supporters as individuals. • We provide a secure, supporting, loving, dignified and stimulating Jewish environment to the best of our abilities. • We are committed to meeting the full range of needs of the seniors or infirm in our care by providing state-of-the-art services. • We strive to provide the optimum standards of care in an unmistakably Jewish environment. • We assist the activities departments.
2
• We provide programs and services in a fiscally responsible manner.
We also: • Serve as Friendly Visitors to residents. • Read to residents. • Help residents with computer tasks. • Assemble booklets for activity programs. • Coordinate photo albums of events. • Dance with residents when entertainment is on-site. • Assist with office activities. • Assist with decorating for special events • Serve as greeters at events. • Take the library cart to JHCC residents. • Assist with JHCC ceramic and other crafts. • Accompany residents to religious services and other activities. • Assist at bingo games.
3
Hand in Hand: Partners in Caring Our volunteer programs would not be possible without the support of Hand in Hand. Hand in Hand is the umbrella organization that supports numerous resident and volunteer programs at all three locations: Jewish Home and Care Center, Chai Point Senior Living and the Sarah Chudnow Community. Hand in Hand supports many projects, including the aviary at the JHCC and other items for the residents, underwriting ceramics and other crafts programs, paying for monthly birthday parties and annual Chanukah and Purim celebrations, hosting the annual Volunteer Luncheon, paying in part for the printing and mailing costs of the Homespun newsletter and the Volunteer Venue and awarding grants to support deserving projects and programs. Hand in Hand members continue to identify areas where the organization can promote effective volunteerism and support other special projects. All volunteers, men and women, are invited to join Hand in Hand. Membership information is available from the Volunteer Coordinator at (414) 277-8848 or by filling out and sending in the HiH membership form at the back of this booklet.
4
Special Programs that are Sponsored by Hand in Hand Gift Shop Staffed completely by volunteers, all of the profits from our JHCC Gift Shop go to support grants and resident programming, such as ceramics, clinical needs, aviaries for the enjoyment of our residents and guests, birthday parties, refreshments for men’s club and memorial services.
Caring Partners The mission of the Caring Partners volunteer organization is to be of gentle service to residents by offering companionship, support and comfort at critical periods in their care. Staffed by trained volunteers and working with Pastoral and Nursing Services, the program also provides comforting care to residents as they near the end of their lives. The original philosophy that provided the inspiration for this program maintains that everyone is entitled to death with dignity and, when desired, in the company of a caring companion. Family members are not always able to be with their loved one at this time, so volunteers provide emotional and spiritual support to both the resident, and, if desired, the family. Caring Partners enhances the resident’s quality of life in a peaceful, loving environment. 5
Grant Programs Hand in Hand encourages staff department heads to submit grant applications for specially allocated grant funds that provide services at our skilled nursing facilities and Adult Day Center that would not be available otherwise. In prior years, Hand in Hand granted funds to revitalize and equip the Adult Day Center, to purchase the MOST device that can strengthen head and neck muscles to improve swallowing and help to prevent dysphasia, and entertainment items such as the very popular summer carnival for residents and families. There are also technology items, such as iPads and iPods for music therapy, and the HD Connect whereby residents can video conference with family members from near and far.
“Helping others is my payment to G-d for keeping me well.� -Minnie Friedman
Former Volunteer and Caring Partner Co-Founder
6
General Guidelines for Volunteers Each new volunteer participates in an orientation session. This section is designed to provide a useful reminder of some of the items covered during orientation and to help you understand our organization, facilities and the guidelines within which we all must operate. If you have questions about anything presented here, please contact the Volunteer Coordinator at (414) 277-8848 and we will provide clarification.
Volunteer Requirements All volunteers are required to fill out an application that will include an emergency contact and a state-mandated background check. You are expected to participate fully in the orientation by the Volunteer Coordinator. Volunteers from all walks of life and varying degrees of ability are accepted into the program, provided they meet all the requirements and can effectively fulfill the expectations of their position. Flu shots are required yearly. Proof of flu shots must be presented to the Volunteer Coordinator. Anyone choosing not to get the flu shot will be required to go on hiatus during flu season. Volunteer training and in-services are offered occasionally. Some in-service training will be mandatory. Other in-services will be offered to expand the knowledge and proficiency of our 7
volunteers. Reasonable effort will be made to offer training sessions at a time suitable for all volunteers. Smoking: All campuses are smoke free. No smoking is allowed anywhere on the premises, inside or out. Alcohol and other substance abuse: Working while under the influence of alcohol or other drugs endangers the safety of our residents, employees, visitors and other volunteers. It is not allowed and will not be tolerated. Any volunteer believed to be under the influence while on the job or on the premises of one of our campuses will be dismissed from service. Dress Code: Volunteers are expected to maintain a neat, clean and appropriate appearance. Flat shoes are required, with socks or stockings. Clothing must be modest. Ripped jeans, short shorts, tank tops, short skirts or dresses, sweatpants or other revealing or inappropriate clothing are not permitted. For safety reasons, open-toed shoes and clogs are not allowed. Liability Release: Volunteers will be required to sign a release form absolving the facilities of any liability. Scents: Please do not wear heavy perfume, colognes, or after shaves when volunteering. Volunteer Name Badges: Volunteer name badges are required to be worn at all times, and are provided by the Volunteer Coordinator upon completion of the volunteer orientation and training.
8
Meals: Each campus has a kosher restaurant or snack shop. Non-kosher food may be eaten only in the employee cafeterias of each campus. For safety reasons, do not share food with our residents or bring food to our residents. (More information about helping us keep kosher in the Appendix). Security: The security of the residents, employees, volunteers and visitors is very important to us. Please immediately report the presence of any unauthorized or suspicious persons in or around our campuses to the security personnel at the Front Desk. Photography: Volunteers may not photograph any residents or post any information about residents on any social networking websites. This includes “selfies.” Paperwork: We try to keep our record keeping as simple as possible, as we would much rather have our volunteers working than filling out forms! However, we do require the following: • Sign in at the front desk each time you volunteer. • You will be trained on the use of Volgistics, our computer trackng system. Please sign in on Volgistics whenever you begin your volunteer service, whenever you switch your activity, whenever you are on the premises for a meeting, and log out before leaving. Gifts: Volunteers may not give gifts to nor accept gifts from residents. Cell Phones: When volunteering, you may have your cell phone with you. However, please limit its use to emergency phone calls in private areas.
9
Frequently Asked Questions What if I feel ill? Please stay home! We would rather not risk the health of our residents or staff. What if I have signed up for an outing and cannot make it? Please call the Volunteer Hotline at (414) 277-8848. You can also call the Communications Center at (414) 276-2627 at the JHCC or (262) 478-1500 at the Sarah Chudnow Community. What if I hear a resident calling out? If you hear a resident calling out, or think that a resident is uncomfortable in any way at all, please contact the nurses’ desk on the floor for assistance. What if I have a suggestion for the facility? Please let us know! You can contact the Volunteer Coordinator at (414) 277-8848. I have a lot of questions. To whom can I talk? If you have questions about any of our facilities, please contact the Volunteer Coordinator, who will find someone who can be helpful to you.
“I am so proud to be part of this board. Both my parents were very involved in the Home and I’m glad I have found my way to volunteering.” -Barbe DeSmet
Volunteer & Member of Hand in Hand Board of Directors
10
Tips For Successful Communication Become a skillful deep listener. Meeting the needs of your resident, rather than your own, may mean listening more than talking. Become more aware of your verbal and nonverbal messages as you assist your resident in clarifying physical, emotional, and spiritual needs. Nonverbal communication and behavior includes an awareness of facial expressions and body posture. Demonstrate approval and acceptance with gestures such as nodding, smiling and maintaining direct eye contact. Pay attention to what you are “saying” when you fold your arms, look away or glance at your watch. Be aware of even subtle body language that avoids engagement, creates a distance or simply sends the wrong message.
Communication Tips • Remember you are a guest in someone’s home; do not shout. • Speak clearly and slowly. • Give the person extra time to understand if necessary. • Face the person. • Be at eye level of the person with whom you are speaking. • Make sure there is enough light for the person to see your face. • Do not change subjects abruptly. • Offer things to see and touch.
11
• If the person has memory loss, do not ask them to identify people in photos if they cannot do so easily. • Be sensitive to the fact that listening can be tiring for the resident.
Wheelchair Instruction
12
•
The resident’s arms and hands should be inside the wheelchair.
•
Feet are to be on footrests.
•
Address the resident face to face, before moving.
•
Tell the resident when you are about to move the chair and make sure she is in a good sitting position. If the resident starts to slip down, STOP pushing the chair and get help to reposition. Never pull the wheelchair backwards; always push forward, except when entering an elevator.
•
Back the wheelchair into an elevator; the resident should be facing the elevator door.
•
Never lock a wheelchair.
Who (and What) We Are Jewish Home and Care Center Since 1906, the Jewish Home and Care Center has been providing care to older adults and others in our community with specific healthcare needs. The Jewish Home incorporates special features that will enable us to provide “personcentered” care. Each floor has two households that comprise a neighborhood. Each neighborhood focuses on providing specialized care to the residents living there. 2nd Floor—Helen Bader Center This Center is a nationally recognized leader in providing care to individuals with Alzheimer’s disease, memory loss and other forms of dementia. 3rd Floor—Garner Center Individuals living in this Center are dealing with a variety of symptoms associated with aging from the beginnings of memory loss to other physical limitations. 4th Floor—Ruth Coleman Center In most cases residents living in the Ruth Coleman Center are cognitively aware, but have a variety of other medical conditions that require care.
13
5th Floor—Avrum & Anita Chudnow Center This Center emphasizes post-acute rehabilitation. Many of the individuals in this center are focused on recovering from surgery or other medical events and returning home. In addition to skilled care and respite care, the JHCC provides: • Rehabilitation in the Minnie Friedman Rehabilitation Center • Social services. • Pastoral services. • Music and art therapy. • Kosher food services with full-time dieticians. • Adult Day Center providing supervised day care for adults with physical disabilities or memory loss. • ReCharge! Brain and body fitness classes.
Chai Point Senior Living Overlooking Milwaukee’s beautiful lakefront, Chai Point Senior Living offers independent and assisted living in a secure environment. Chai Point delivers gourmet meals, assistance with daily living needs, wellness programs, transportation to local events and destinations, and a full activity program. Other amenities include an indoor pool, fitness room, beauty and barber shop, a full-service bank, and an art gallery. 14
The Lakeside Senior Enrichment Program The Lakeside Senior Enrichment program offers a delicious luncheon weekdays and a wide variety of interesting and engaging activities, art classes, exercise and social opportunities for adults from around the city. This program is supported by the Jewish Home and Care Center Foundation (see page 16) and the Milwaukee Jewish Federation.
Sarah Chudnow Community The Sarah Chudnow Community provides a senior living community in Milwaukee’s northern suburbs. Programs offered are independent and assisted living, memory care, rehabilitation services, and long-term care. Pastoral services, social services, and a full range of activities are provided. The Posner Family Town Square is the center of activity, and includes the Fred and Linda Wein CafÊ for residents and their visitors, a beauty/barber shop, and an art gallery with rotating guest artists.
15
The Jewish Home and Care Center Foundation The Jewish Home and Care Center, Chai Point and the Sarah Chudnow Community are dedicated to providing excellent care for the elders of our community. Our organization will accept any resident regardless of his or her ability to afford our services. Our mission speaks to the strength of our Foundation in being able to work with families and provide care for their loved ones. The Jewish Home and Care Center Foundation’s support in meeting our mission is generous and diverse. While the Jewish Home and Care Center Foundation’s primary focus is supporting residents who are unable to pay for their own care, the Foundation also supports multiple programs throughout the Jewish Home and Care Center, Sarah Chudnow Community, and Chai Point Senior Living. Examples of programs the Foundation supports include intergenerational programming, the Adult Day Center and music and arts programming. We ask for your support of the Foundation. Please consider becoming a donor and helping us to continue in our mission. For more information on giving opportunities, please contact the Foundation office at (414) 721-9260.
16
Appendix The Resident Bill Of Rights The Jewish Home and Care Center, Chai Point, and the Sarah Chudnow Community are committed to protecting and promoting the rights of each individual as a resident of the facility and as a citizen of our country. The Resident Bill of Rights includes 55 items that ensure our residents’ dignified existence, self-determination and communications with, and access to, persons and services inside and outside the facility. The Resident Bill of Rights is supported by the policies and procedures of each campus. Among other things, Residents have a right to: • Know the costs, rules and regulations associated with their care. • Manage their own money and finances. • Be involved in their care and treatment. • Be treated with privacy, confidentiality, dignity and respect with regard to their medical treatment, personal care and health records. • Have their own clothing and possessions. • Voice their grievances about their treatment or care without discrimination or reprisal. • Be cared for in a manner and environment that maintains or enhances individual dignity and respect. The complete Bill of Rights is available from the Director of Social Services or Administrator of each campus. 17
Confidentiality and HIPAA “HIPAA” is an acronym for the Health Insurance Portability and Accountability Act of 1996, Public Law 104-191. More specifically, HIPAA called upon the Department of Health and Human Services (HHS) to publish new rules that will ensure security standards protecting the confidentiality and integrity of “individually identifiable health information,” past, present or future. As a volunteer, you are expected at all times to maintain a high standard of professional conduct and to have respect for the confidentiality of all resident records and information. However, many times our volunteers find themselves in the awkward position of having friends ask about residents of the Home. This might even be a family member of someone you visited. Please be diplomatic, and explain that you are never allowed to divulge any information about any resident on our campuses to anyone. Ever. Family members and friends are welcome to call the facility, but should never be able to get any information of any kind from you. This is the law, and much more, this is an issue of dignity, confidentiality, and respect for our residents. Do not discuss anyone in public, including in restaurants, elevators, synagogues, parties, meetings, or anywhere. Also there is information that cannot be shared with volunteers, including any information in the medical chart of the resident, medical condition and diagnoses, family and contact information, or even their age. Please do not ask our staff to divulge any personal information about our residents or their families.
18
We are not allowed to release any information about volunteers.
Kosher Laws “Kosher” food means fit for consumption – NOT blessed. The kosher laws go back to biblical days, long before food was cured, dried or refrigerated. One of the basic kosher laws is that meat and dairy products cannot be eaten together and that certain foods are not allowed at all, such as shellfish and pork. Only kosher food can be eaten outside of the employee lunch room. Any food you bring from home must be kept and be eaten in the employee lunchroom.
Disaster Plan Each campus has its own Disaster Plan. Upon hearing an alarm, immediately report to the lobby, a dining room, or another common area of the campus. Staff will be available to direct you according to the policy of each campus. The Gift Shop must be locked during this time, and no elevators are to be used. Please remain calm and be prepared to follow directions and move as needed. The following Disaster Codes will be announced over the PA system: • Dr. Red: Fire • Dr. Gray: Tornado • Dr. Green: Security or Civil Disturbance • Dr. Blue: Bomb Threat • Dr. Waters: Flood
19
**Never use the elevators during a fire** If you see a red flashing light (like a police light) anywhere on campus, a fire drill is in progress. If there is a fire and the JHCC needs to be evacuated, residents and visitors will be directed to the Helen Bader Center building and into Chai Point. In Chai Point, residents are directed to the Rubenstein Pavilion. At Sarah Chudnow, follow staff directions. DR. BLUE – Bomb threat. REMAIN CALM. Staff will begin a search for a suspicious package, etc. If you find a suspicious package DO NOT TOUCH IT. Notify Nursing staff and inform them who you are, what was found, and where the package is located. In all cases, volunteers should wait for staff to instruct them in what needs to be done.
Infection Control and Standard Precautions Act as if everyone has an infection.
Infection Control Practices Benefit Everyone: The best way to prevent the spread of infection is by thorough hand washing. Poor hand washing can spread diseases.
20
Wash Your Hands: • Before and after resident contact. • After touching blood, or other body secretions or bedding. • Whenever hands feel dirty.
F Before and after using the bathroom.
F Before and after eating.
• After coughing or sneezing into your hands. • After blowing your nose or other personal maintenance. How To Wash Your Hands: • Take off rings. • Take off your watch and stretch arms upward to move your sleeves higher on your arm. • Turn on the faucet and wet your hands with WARM water. Apply 3-4 squirts of soap into your hand. • Scrub your hands for 20 seconds and also wash 3-4 inches above your wrist. Rub your palms and back of your hands, rub your fingers, including thumbs, interlace your fingers to wash between fingers, and clean under nails thoroughly. • Rinse hands thoroughly removing all soap, then dry hands with a new paper towel. • Use a new paper towel to shut off faucet, and discard. • In a public bathroom, do not touch the door handle to exit. Use a fresh paper towel, and discard.
21
Concealed & Carry Policy The Jewish Home and Care Center, Chai Point and Sarah Chudnow Community strictly prohibit employees and all other persons from bringing, storing, concealing or possessing any weapon including, but not limited to, firearms, handguns, knives, and explosive devices on any portion of any of our properties. This policy applies even if the individual is licensed to carry a concealed weapon under state law. This property includes the entirety of the offices, living and work areas of each of our facilities, all areas surrounding each building such as sidewalks, walkways, terraces, patios, gardens, driveways and parking lots, and company-owned vehicles. The law permits the storage of firearms, handguns and knives within personal vehicles. Our policy requires that the firearms, handguns and knives remain locked within the owner’s vehicle at all times while it is on any portion of our property.
22
If you see anyone in possession of a weapon on JHCC property and believe that someone may be in imminent danger, call 911. Secondly, contact the Front Desk of the building for immediate internal response. If you suspect that someone is violating the corporate Conceal and Carry Policy, but do not believe there is imminent danger, you should contact the Corporate Compliance Hotline at 414-277-8856 and leave sufficient information so the matter can be addressed appropriately. The Jewish Home and Care Center, Chai Point and Sara Chudnow Community are committed to ensuring that complaints of weapons or violence are investigated and resolved promptly and effectively. No employee will suffer adverse employment actions as a result of reporting conduct that violates this policy or a suspected violation of this policy.
Our goal is the safety of our residents, employees and guests, while complying with the law.
Volunteer Disciplinary Procedures Hand in Hand expects all Volunteers to follow “General Guidelines for Volunteers” listed on page 7 of the Handbook. The following procedures for suspension and/or dismissal of a Volunteer will be applied by the Volunteer coordinator. 1. When a volunteer’s behavior does not follow the “General Guidelines for Volunteers,” he or she will be counseled in order to work towards a solution to the problem. 2. The second failure to conform to the above General Guidelines will result in suspension as follows: • Weekly volunteers - one week suspension • Monthly volunteers - one month suspension 3. The third failure to comply with the above General Guidelines will result in dismissal. There are certain situations/incidents that will not be tolerated, and dismissal will be immediate. Some examples might be: • Any volunteer believed to be under the influence of alcohol or other drugs or behaving in an inappropriate manner. • Any volunteer who steals from a resident, staff member or Gift Shop. • Any volunteer who mistreats a resident or staff member. There might be other cases where immediate dismissal will be indicated.
23
Membership Form
Hand in Hand is proud to be able to support the many programs detailed in this handbook, and asks that you consider joining Hand in Hand. Your membership will allow HiH to continue our important work. Name: _ ________________________________________ Address: ________________________________________ _______________________________________________ Email: __________________________________________ Phone: _ ________________________________________ r r
One-year HiH Membership - $25 HiH Life Membership - $200
Please send this form along with your check, payable to Hand in Hand, to: JHCC Foundation/ HiH Membership 1414 N. Prospect Ave. Milwaukee, WI 53202
24
Volunteers in Action | Hand in Hand...Heart to Heart
Volunteer Hotline | 414-277-8848
Our Communities 1414 N. Prospect Avenue Milwaukee, WI 53202 414-276-2627 www.jhccmilwaukee.org
1400 N. Prospect Avenue Milwaukee, WI 53202 414-289-9600 www.chaipoint.org
10995 N. Market Street Mequon, WI 53209 262-478-1500 www.sarahchudnow.org
Volunteer Hotline 414-277-8848 www.JewishSeniorLiving.org rev. 0116