5.17.24 FLA-MOM Handbook

We are so excited to have you as a volunteer for the Florida Mission of Mercy (FLA-MOM)! Whether you are joining us as a volunteer for the first time or returning with experience, we want to thank you for committing to this life-changing dental clinic. FLA-MOM is the largest charitable dental clinic in Florida. Our program provides care at no cost to the patient, and our goal is to serve the underserved and uninsured in Florida.

FLA-MOM clinics seek to have a positive impact on communities by providing important access to dental care while restoring dignity and creating smiles. Your time, talent, commitment, and understanding of FLA-MOM are vital to the success of the program. Our goal is to make sure you understand the expectations, processes and volunteer procedures for the clinic as you prepare to participate in what some of our volunteers describe as “the greatest two days of dentistry.”

As FLA-MOM volunteers, you are the face of the program. Your smile, greetings and acts of kindness will put our patients are ease and provide them with life-saving dentistry and a new future. Whether you are engaging with a child, helping a patient feel at ease, performing dental procedures or fulfilling a number of ‘behind the scene’ functions, you WILL make an impact.

We want you to make the most of your time at FLA-MOM and we hope that you display a strong work ethic while enjoying the unique environment.

Let’s get ready! Along the way, bring any questions to our attention. We are grateful to work alongside you. Your leadership and positive attitude will be noticed and appreciated by more people than you could ever know.

The FLA-MOM Leadership Team

WhoWeAre

The Florida Dental Association Foundation is the philanthropic arm of the Florida Dental Association (FDA). Caring for those in need is at the heart of the FDA Foundation, and our mission is to promote dental health for all Floridians. As Florida’s largest charitable organization for dentistry, the FDA Foundation supports three programs to achieve our mission:

Florida Mission of Mercy

Donated Dental Services

Project Dentists Care

FloridaMissionofMercy

Florida Mission of Mercy (FLA-MOM) is a large-scale, two-day, professional dental clinic that provides care at no cost to the patient. The program’s goal is to serve the underserved and uninsured in Florida those who would otherwise go without care.

Each FLA-MOM clinic offers comprehensive services, including oral health education, x-rays, oral cancer screenings, extractions, fillings, root canals, cleanings and immediate dentures and partials. FLA-MOM also provides a resource guide of local community dental programs and clinics where patients can access routine care.

Since its inception, FLA-MOM has provided $14.67 million in donated dental services to more than 13,500 patients

Provide the Best Service Possible

Follow the FLA-MOM Attire Requirements

Be Present and On Time

Follow FLA-MOM Expectation Guidelines

See Something, Say Something

Rock Your Role

PROVIDETHEBESTSERVICEPOSSIBLE

Many patients who attend FLA-MOM clinics are apprehensive and may not regularly seek treatment in a professional dental office. It is extremely important that all of our patients are treated with dignity and respect. We ask that you remember to do the following:

Give everyone the same level of respect and kindness

Offer help with empathy and compassion

Lead with a servant’s heart

FLA-MOM patients should never be left alone. A patient should be escorted to and from the restroom, to all dental departments and to the clinic exit. If you see a patient without an escort, please approach the patient and explain that you are there to help them with any questions that they may have and to escort them to their destination for their safety.

FLA-MOM volunteers should not promise any treatment to patients. Patients will discuss their options for treatment at FLA-MOM with a clinician in the Routing Department. Treatment plans may also be discussed by the dentist or dental hygienist providing treatment within their respective departments.

When in doubt, seek assistance from FLA-MOM leadership.

FLA-MOMVOLUNTEERATTIRE

WHAT FLA-MOM PROVIDES

A 2024 FLA-MOM t-shirt, name tag and lanyard

Name tag must be worn on the outermost garment

A drawstring backpack that we encourage you to wear to keep your belongings close during the clinic. This is big enough for small items such as your keys, wallet, and cell phone.

Disposable gowns and PPE will be provided for clinical volunteers.

WHAT YOU PROVIDE

Long pants such as jeans, yoga pants or scrubs

Shorts may ONLY be worn by Parking volunteers and those volunteers setting up the clinic on Wednesday.

Closed-toed shoes are required. We recommend comfortable sneakers since most FLA-MOM volunteers are on their feet for their entire volunteer shift and will walk many miles.

Sweatshirts or jackets are allowed, but it is important that you wear your FLA-MOM t-shirt OVER your sweatshirt or jacket so that we can distinguish you from our patients.

ADDITIONALITEMSTOBRING

All clinical dental volunteers are encouraged to bring your own headlamps and loupes.

One chairside stool will be provided for e treatment chair for the lead clinician to us during treatment. If you are volunteering a an assistant, please bring your own stool.

Hygienists are encouraged to bring sharpening stones.

All set-up and break-down volunteers are encouraged to bring work gloves.

All parking lot volunteers are encouraged t wear shorts and bring sunscreen, sunglasse hats, water bottles and rain gear.

Please label ALL personal equipment before you arrive.

The Best Days of 2 Dentistry!

BEPRESENT&ONTIME

Viewyourvolunteershiftschedulehere. Choose“Edit Existing Registration” andenteryourlastnameandReg. ID#[Regs.Regs_ID] andclick “Log InNow.”

Forthosevolunteering Wednesday AM andThursday AM: Pleasearriveatyourscheduledtimethatislistedinthe volunteerdescription.

Forthosevolunteering Thursday PM,Friday AM/PM and Saturday AM/PM:Pleasearrive15-30minutespriorto thetimelistedinthevolunteerdescriptiontoallowfor parking,volunteercheck-in,changing intoyourvolunteer t-shirt,eating breakfast/lunchinthevolunteer breakroom andusing therestroom.Thiswill will insure thatyou arrivetoyourvolunteerdepartmentontimefor thedepartmentorientation.

AM Volunteers:if yourshiftreads6:30AM to1PM inthe volunteerdescription,you will arrivebetween6-6:15AM totakecareof theitemslistedabove.

PM Volunteers:if yourshiftreads12:30PM to7PM inthe volunteerdescription,you will arrivebetween1212:15PM totakecareof theitemslistedabove.

Thesuccessof FLA-MOM dependsonall volunteersarriving ontimeandstaying foryourentireshift. If forsomereason you cannotfulfill yourobligation,pleaseemail foundation@floridadental.org assoonaspossibletocancel yourshift(s).

Thank you for your time, talent and heart!

Conduct yourself in a professional manner, paying attention to your body language and spoken language. Keep a positive, service-focused attitude.

Do not promise treatment to patients. Keep mobile phone use to a minimum.

Avoid using earbuds/headphones while on the clinic floor.

Be aware of your manners and do not use any foul, profane or abusive language.

Do not discriminate against or harass patients or volunteers.

Keep all food and beverage in the volunteer break area - no food or beverage on the clinic floor or in front of patients.

Do not become physically involved with patients, guests or volunteers in any way. Reach out to a clinic manager for assistance. Law enforcement is on site.

Please use discretion and do not discuss patient information with others.

SEESOMETHING,SAYSOMETHING

If you become aware of any medical issues.

If you have been injured while on the job.

If you receive a needle stick.

If you see or hear about any suspicious activity. If you or someone else has been made to feel uncomfortable, less than, harassed or discriminated against.

If there is any unruly behavior.

ROCKYOURROLE

Engage in training, know the expectations and ask questions for better understanding.

Fulfill your responsibilities in a positive manner. Become familiar with the clinic map and the location of each department

Remain in assigned location(s) - you are needed there! Be approachable and alert, ready to help. Don’t gather in groups with fellow volunteers or turn your back to patients in your area.

Anticipate patient needs by proactively thinking what steps you can take to make this a pleasant experience for them.

Recognize “high needs guests” (elderly, movement impaired, parents with small children, etc.) and assist when possible. Say “I don’t know but let me find out for you!” when you are asked a questions and you don’t know the answer. You may not know the answer to several questions/requests, but someone will. Do not assume things or make up answers, or say “I don’t know, sorry.” Remember “let me find out for you!”

Have fun!

WHATYOUCANEXPECTFROMUS

2024 FLA-MOM Leadership Team

RP Funding Center

Parking

First Stop Check In Meals

Clinic Schedule

Wednesday Thursday Friday Saturday

Emergency Procedures

Certification of Volunteer Hours

Leadership members will be wearing FLA-MOM polo shirts and will have radios with them at all times. Polo colors:

Black - Event Chairs, Statewide Chairs, FDAF Staff

White - Prosthodontics Managers

Red - Oral Surgery Managers

Green - Restorative Managers

Pink - Hygiene Managers

Navy Blue - Endodontics Manager

Orange - Pediatrics Manager

Black - Patient Registration, Hospitality, Data Services, Medical

Triage, Dental Triage, Radiology, Routing, Facilities, Safety

Officer, Parking, Health Education, Central Supply and Sterilization managers

ParkingattheRPFundingCenter

Directions

I-4:Exit31,travelsouthonKathleenRd,turnrightonWestLimeSt

POLKPKWY: Exit4,travelnorthonHardenBlvd,turnleftonWestLimeSt.

SOUTH: TravelnorthonHwy37toWestLimeSt,turnleft

SOUTHEAST:I-75NtoHwy60,headeasttoHwy37,followdirectionsfromSOUTH

AllvolunteerParkingislocatedinthePurpleParkingLot. VolunteerswillproceedtoVolunteerEntrance3.

VolunteerArrival

All volunteers park in Volunteer Parking Purple Lot. We will have signs directing volunteers to the Purple Lot. Volunteers enter at Volunteer Entrance 3. Patients will park in the Red Lot and enter at Entrance 2. You will receive an email with your parking pass the week of the clinic.

First stop - Volunteer Registration located in Sikes Hall!

VolunteerRegistrationandCheckIn

Volunteer Registration and check in is located in Sikes Hall. Please make this your first stop. You will receive an email with your volunteer barcode the week of the clinic.

At check in you will scan your registration barcode and receive the following:

Lanyard

Name Badge

Volunteer t-shirt (s)

Drawstring backpack

Change into your FLA-MOM t-shirt.

Put all of your personal items in your drawstring backpack

WhatTimeShouldYouArriveForYourVolunteerShift?

In general, please arrive 15 to 30 minutes prior to the time listed in the volunteer shift description to allow for: parking

walking time to the volunteer entrance volunteer check in time to change into your FLA-MOM t-shirt

eat breakfast/lunch in the volunteer breakroom time to use the restroom

Wednesday & Thursday Volunteers

Please arrive at your scheduled time - no need to arrive 15-30 minutes early

Friday & Saturday AM Volunteers

If your shift is listed as 6:30AM to 1PM, you will arrive between 6 - 6:15 AM to take care of the items listed above

Thursday, Friday & Saturday PM Volunteers

If your shift is listed as 12:30PM to 7PM, you will arrive between 12 - 12:15PM to take care of the items listed above

VolunteerMeals

Breakfast and lunch will be provided as well as snacks and beverages throughout the day.

Volunteers - please plan appropriately for your volunteer shifts so that you have eaten prior to your scheduled volunteer shift and you are ready to meet with your department head for a briefing.

Leads and Managers - please plan appropriately for your volunteers to get a meal break if your department is slow or when there are extra volunteers in your department to rotate Meal Schedule

Breakfast Hours

No breakfast Wednesday & Thursday

Friday & Saturday 5:30 to 8am Lunch Hours

Wednesday 12:30 to 1:30pm

Thursday 11:30am to 1pm

Friday & Saturday 11am to 3pm

It is our pleasure to provide meals for all FLA-MOM volunteers (including vegetarian options). However, if you have special food requirements or food allergies, please consider bringing your own meals and snacks, which should be nonperishable and clearly labeled. There will be limited refrigerator space for meals brought from home.

There will be water and snacks available in the volunteer breakroom throughout the day for volunteers. Food and/or beverages are prohibited on the clinic floor.

ClinicSchedule

Wednesday May 29th

Clinic Set up

Thursday May 30th

Clinic Set up

Clinic Doors open at 2PM

Wednesday, May 29th

Friday May 31st

Clinic Doors open at 7AM

Saturday June 1st

Clinic Doors open at 7AM

Set up volunteers will unpack pallets of clinical supplies, stage each clinical department, clean, and set up tables and patient chairs in each waiting area. Volunteers are encouraged to bring their own work gloves for set up. Setting up the clinic is not glamorous, but it is amazing to see a large convention center transformed into an incredible dental clinic that will treat 2,000 patients! Many hands make light work.

9:00AM FLA-MOM Committee Members, Managers and Leads arrive

10:00AM Set up Volunteers arrive 12:30PM Lunch is served

Thursday, May 30th

9:00AM FLA-MOM Committee

Members, Managers and Leads arr

10AM Set up Volunteers arrive

11:30AM Lunch is served to mornin

Thursday, May 30th

11:30AM Volunteers begin to arrive

1:30PM Pre-screen patients arrive

2PM Clinic doors open for Veterans' First Initiative and prescreen patients

5PM Clinic doors close

5:30 - 7PM FLA-MOM Benefactor Open House & Reception

7PM FLA-MOM Leads and Manager Meeting

Friday, May 31st

5AM Volunteer Registration Opens, volunteers begin arriving

5:30-8AM Breakfast is served

6AM FLA-MOM Committee Members, Managers and Leads arrive

6:30AM Pre-screen patients begin lining up a designated entrance

6:45AM Pre-screen patients are medically qualified and escorted to clinic department chairs

7AM Clinic Doors open

11AM - 3:00PM Lunch is served

12PM Afternoon volunteers begin to arrive

6:30 - 9:30PM Dentist Reception sponsored by the American College of Dentists and International College of Dentists

7PM Clinic doors close

7:30-8PM FLA-MOM Leads and Manager Meeting

Saturday, June 1

5AM Volunteer Registration Opens, volunteers begin arriving

5:30-8AM Breakfast is served

6AM FLA-MOM Committee Members, Managers and Leads arrive

6:30AM Pre-screen patients begin lining up a designated entrance

6:45AM Pre-screen patients are medically qualified and escorted to clinic department chairs

7AM Clinic Doors open

11AM - 3:00PM Lunch is served

12PM Afternoon volunteers begin to arrive

Clinic doors close early afternoon

Departments pack up supplies and load onto pallets as the last patient leaves each department

FLA-MOMCLINICMAP

WhatYouCanExpectAtFLA-MOM

Clinical volunteers have a unique role in providing professional care and treatment for people who may lack access to care. The core clinical philosophy of FLA-MOM is to improve the overall health of individuals by relieving dental pain and eliminating infection. Our volunteers do this by addressing chief complaints, prioritizing treatment, and confirming what can and cannot be done.

Community volunteers provide a supporting role and make the clinical experience run smoothly. Our volunteers do this by providing a positive experience as soon as the patient arrives in our parking area and upon entering the clinic. The clinic doors will open at 7AM on May 31 and June 1. Setup for the clinic will take place on May 29 -30.

Itisimportanttonotethatalthoughtheclinicisafirstcome, firstservedprogram,wedoofferaverylimitednumberofpreregistrationappointmentsforcommunitygroups,medically fragilepatientsandveterans.Theseappointmentsare coordinatedwiththeFDAFoundation.

Veterans First Initiative

Veteran Flyer for patients

Pre-registration appointments take place beginning at 2PM on Thursday, May 30 during the Veterans First Initiative program. We see veterans and medically fragile patients who will complete all necessary paperwork and will visit with our patient education, medical triage, radiology, dental triage and routing departments. A treatment plan will be discussed with the patient and the patient will be asked to return the next morning at 6:30AM as a pre-screened patient. Pre-screened patients enter a separate entrance, have their vitals taken by medical triage volunteers and are escorted to the appropriate dental department to begin treatment.

Patient flyer

Clinic doors will open at 7AM on both Friday and Saturday.

Parking attendant volunteers will arrive at 5:30AM to help transport patients via golf cart to the entrance and assist with other needs in the parking lot.

The Patient Entry Manager will monitor patient flow at the clinic entrance and will distribute numbered tickets to patients to return at a designated time - this helps with crowd control and eliminates the patients waiting in line for an extended period.

For example, a patient may arrive at the clinic at 7:30AM and the ticket that is distributed is ticket #4 with a return time of 10:30AM. This gives the patient the ability to wait in the car, do errands or go home and return at 10:30AM.

Patient Entry volunteers will arrive at 6AM to begin handing out all paperwork that must be completed.

Patients will enter the clinic at 7AM and will be escorted by patient ambassadors to the following departments:

Front of the Clinic Departments

Patient Registration

Patient Education

Medical Triage

Radiology

Dental Triage

Routing - treatment options are discussed then patient is escorted to the dental department for treatment

Back of the Clinic Departments

Prosthodontics & Lab

Oral Surgery

Restorative

Endodontics

Hygiene

Pediatric

At a certain point on Friday it will be decided that the dental departments cannot accept additional patients for Friday treatment - there are enough patients waiting for treatment to keep the dental departments busy until 7PM. The Routing department will continue with treatment plans for the remaining patients in the front of the clinic. Those patients will return at 6:30AM on Saturday as prescreened patients. After being cleared by the Medical Triage department Saturday morning, the patients will be escorted by patient ambassadors to the appropriate dental department to begin treatment.

Please note that the clinic will stop taking new patients on Saturday based on patient capacity - the goal is to treat 2,000 FLA-MOM patients in two days.

Once patient capacity has been met, the 2024 FLA-MOM co-chairs will make the call to begin the clinic breakdown.

Breakdown begins as soon as we see our last patient in our first station - patient registration. Each department will break down in succession: patient registration, patient education, medical triage, radiology, dental triage and then routing.

Clinical departments will finish treating patients in the late afternoon/early evening. The goal is to treat the last patient by 7PM and break down the load the equipment onto th

Breakdownoccurswhenpatientsarestillbeingtreatedin theclinicaldepartmentssoweneedpeopletoworkquietly butquickly.

Sincepatiententrance,patientregistrationandpatient educationarethefirststopsforthepatients,these volunteerswillbeginbreakingdownthedepartmentand packingupintheearlyafternoon.PLEASEdonotletthis stopyoufromvolunteering-ourbreakdownvolunteersare critical!!!!

FLA-MOMEmergencyProcedures

Emergency personnel including EMT, uniformed security, uniformed security supervisor and off-duty police officers will be present at FLA-MOM Thursday - Saturday.

In the event of an emergency evacuation, please get to the nearest exit and exit the facility in a safe manner. Please help all patients out of the building and to a safe area. Department managers will evacuate their volunteers and patients to the nearest exit and will check in with their teams to make sure that all volunteers and patients are accounted for.

FLA-MOM Safety Officer is located at a table in the center of the clinic in Jenkins Arena with signage. The safety officer will work with anyone who has a needlestick or an incident/accident. Please contact your department manager regarding an incident - you will be referred to one of the Clinical co-leads and will be escorted to the safety officer. An incident report will be completed and a visit to Lakeland Regional Medical Center will be needed. A member of FDA Foundation staff must also be present.

FLA-MOMDepartmentProtocols

FLA-MOM department protocols will be emailed to all volunteers the week before the clinic doors open. The protocol email will include a link to the landing page that will list all of the clinical protocols.

FLA-MOMVolunteerCertificate

Each FLA-MOM volunteer will receive an emailed volunteer certificate the week after the clinic. This certificate can be used for CE reporting purposes. Please note that CEU credits are only applicable for clinical shifts. Non-clinical volunteer shifts will not be accepted for pro bono CEU credit. Florida licensed attendees must self-report pro bono credit hours to CEBrokerforlicenserenewal.

Seebelowforanexampleofthevolunteercertificate.