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Table of Contents
A Warm Welcome from the Volunteer Resources Staff . . . . . . . . . . . . . . . 4
About the Volunteer Resources Department . . . . . . . . . . . . . . . . . . . . . . . 4
About St. Joseph’s Healthcare Hamilton . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Our CARE Standards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
The Three Campuses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
The Basics of Volunteering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Checking In and Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Attendance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Vacation Planning and Leaves of Absence . . . . . . . . . . . . . . . . . . 9
Parking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Breaks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Uniforms, ID Badges, and Personal Appearance . . . . . . . . . . . . . . . . . . . . 10
Conduct . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Setting Boundaries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Personal Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Prevention of Violence in the Workplace . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Sexual Harassment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Substance Misuse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Resignation or Dismissal of Volunteers . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Incidents/Accidents and Hazard Reporting . . . . . . . . . . . . . . . . . . . . . . . . 14
Volunteer Expectations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Volunteer Recognition, Appreciation, and Gifts . . . . . . . . . . . . . . . . . . . . 15
Confidentiality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Communicating with Patients and Dealing with Conflict . . . . . . . . . . . . 18
Physically Assisting Patients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
3
Accessibility Standards for People with Disabilities . . . . . . . . . . . . . . . . . . 19
Effective Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Wheelchair and Staxi Chair Escorting . . . . . . . . . . . . . . . . . . . . . . . . . 21
Emergency Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Emergency Preparedness Station . . . . . . . . . . . . . . . . . . . . . . . . 22
Emergency Codes Chart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Emergency Colour Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Infection Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Hand Washing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Alcohol Hand Rub . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Sanitizing Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Workplace Hazardous Materials and WHMIS . . . . . . . . . . . . . . . . . . . . . . 36
The Volunteer Gift . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Volunteer Resources Staff Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
4
A Warm Welcome from the Volunteer Resources Staff
As a volunteer, you are an important part of the healthcare team at St. Joseph’s Healthcare Hamilton!
Although volunteers have many different roles in various departments, they have two common goals:
comfort patients, clients, and their families
support staff to ensure the smooth flow of services.
This reference guide contains information about St. Joseph’s (SJHH), our policies and procedures, and
helpful hints for volunteering. Please read this information before you start volunteering and refer to it
when you have a question.
We want you to have a positive experience here at SJHH and feel appreciated for your help. Please feel
free to contact any member of the Volunteer Resources staff at any time.
Thank you for choosing to volunteer at SJHH!
About the Volunteer Resources Department
There is a Volunteer Resources department at each campus. Staff at all three campuses work together
to provide the best service possible. The Volunteer Resources department has many roles, including:
recruit new volunteers
interview volunteers and helping them select the best placement depending on their personal
goals, interests, and qualifications, as well as placement availability
orient and train new volunteers
provide additional training when changes occur in placements
assess how well placements work out for volunteers and staff
develop new placements and updating others in response to departmental changes
evaluate volunteers and the service provided by the Volunteer Resources department
plan volunteer recognition and social events
plan the budget for programs and supplies
provide ongoing educational opportunities to further support the volunteer experience
provide ongoing support to volunteers to ensure a positive experience for each one!
“Volunteers enhancing the experience of care...”
5
About St. Joseph’s Healthcare Hamilton
Our Identity
We are a Catholic hospital, and a member of the St. Joseph’s Health System, and committed to carrying
out the healing mission of Jesus Christ. We are an academic hospital, affiliated with the Faculty of Health
Sciences, McMaster University.
Our Mission
Living the Legacy: Compassionate Care. Faith. Discovery.
Our Vision
On behalf of those we are privileged to serve, we will deliver an integrated high quality care experience,
pursue and share knowledge, and respect our rich diversity, always remaining faithful to our Roman
Catholic values and traditions.
Our Values
We commit ourselves to demonstrate in all that we undertake, the vision and values that inspired our
Founders, the Sisters of St. Joseph. These are: Dignity, Respect, Service, Justice, Responsibility and
Enquiry.
Our Heritage
The Sisters of St. Joseph came to Hamilton in 1854 and began to work for the most needy residents of
this growing and important trade centre. For the Sisters, it was an honour to serve others and, with the
onset of a cholera epidemic, the Sisters’ healthcare mission began in earnest. Working in the railway
sheds near the harbour; they risked their lives to care for the sick and dying victims of the deadly
disease. The Sisters had a vision for St. Joseph’s that guided us from our roots in caring for the poor, the
marginalized and those most in need, to a multi-site system serving hundreds of thousands of patients
and clients annually.
“The road to success is not crowded. Because while most are looking for
ways to take, the truly successful people are finding ways to give.
With a giving attitude, every situation is an opportunity for success.”
- Author unknown
6
Our CARE Standards
CARE stands for our commitment to patients and visitors. As members of the SJHH team, volunteers
must also be committed to following the principles of care in all day-to-day interactions.
Compassion – We will treat each person as a valued human being and engage in open, honest,
and constructive communication by giving our full attention and listening carefully.
Attitude – We will be friendly, courteous and empathetic in all our interactions.
Responsiveness – We will respond to patient needs in a timely and positive fashion.
Excellence – We will adhere to the highest standards of professional practice and behaviour.
As a volunteer, it is important that your behaviour meets the following CARE standards:
Dignity
Respect the privacy of others. Knock before entering patient rooms. Communicate privately and
appropriately.
Communication
Acknowledge patients and visitors. Introduce yourself and your function. Listen with empathy
and provide reassurance and support. Respond promptly to patients’ needs and take concerns
seriously, not personally. Answer questions clearly, using appropriate language.
Telephone Etiquette
Identify yourself clearly and be friendly and courteous. Ask for permission before putting
someone on hold. Assist the caller in whatever way you can.
Waiting Time
If patients are kept waiting, acknowledge the wait time and thank them for their patience.
Where possible, provide periodic updates on their wait time.
Wayfinding
Give directions to anyone who appears lost or asks for assistance. When possible, take the
person to the destination. Point out signs so the person can find the way back.
7
Maintaining Standards of Service
Ensure that you fully understand your role and its responsibilities. Take advantage of
educational opportunities and ask for feedback on your performance. Take pride in serving your
community.
The Courage Lily
St. Josephs’ Healthcare Hamilton selected the image of a Lily as the symbol by which our Service
Excellence activities would be known. The Lily, used by the Sisters of St. Joseph of Hamilton for many
years, is a symbol of peace, love, compassion, and friendship. It is also a symbol of growth and warmth,
all characteristics that define who we are.
8
The Three Campuses
Since its founding, St. Joseph's Healthcare Hamilton has grown into a multi-site organization. With a
staff of more than 5000 and 786 beds, St. Joseph’s three campuses provide exemplary patient care,
research, and teaching.
Charlton Campus is a tertiary care academic centre, including a
regional centre for kidney transplants, oncologic surgery, and a
large acute care hospital. It is home to the world-renowned
Firestone for Institute Respiratory Health, the Centre for
Minimal Access Surgery, Brain Body Institute, and the Father
Sean O’Sullivan Research Centre, with its satellite organization,
the Centre for the Evaluation of Medicine.
West 5th Campus embodies St. Joseph’s vision to pioneer
innovative models of care that will radically reduce stigma
and barriers associated with mental illness and addiction. By
integrating inpatient and outpatient mental health
programs alongside outpatient medical services, research
facilities and academic partnerships, St. Joe’s is delivering a
new model of care not available anywhere else in the
province. West 5th is a place of hope and healing, of
relationships and partnerships, and of visionary care.
King Campus is a state-of-the-art, ambulatory care facility.
It is home to a Day Surgery Centre for cataract surgeries, a
39-bed Satellite Dialysis Centre, an Urgent Care Centre, a
Regional Eye Clinic, as well as a range of services including
programs in the areas of geriatrics, diabetes, women’s health,
footcare, fractures, dermatology, and more.
“A Volunteer is a person who is a light to others, doing well and willingly the tasks at hand,
namely … being aware of another’s needs and doing something about it.”
- Author unknown
9
The Basics of Volunteering
Volunteering is a learning experience! Be patient with yourself as you get comfortable with your role
and responsibilities, and familiarize yourself with your new surroundings. Remember, we are here to
help you and answer all of your questions!
Checking In and Out
Be sure to check in on the computer each time you volunteer. When you check in, your hours
accumulate for recognition purposes and letters of reference. From a security perspective, staff can also
track who is on duty should an emergency arise. Simply use the mouse to key in your ID number, and
follow the prompts. When your shift is complete, key in your ID number again, and follow the check out
prompts. If you have difficulty, use the “I Couldn’t Get the Computer to Work!” sheet beside the
computer, and we will enter your hours for you.
Attendance
If you suddenly can’t come in for a shift, or are running late, please call the office. Depending on your
placement, you may also need to contact your department. Always contact us as early as possible if you
will have to miss a shift, as a replacement may be required to cover your shift.
Vacation Planning and Leaves of Absence
Tell us if you will be away for any length of time. Please give us as much notice as possible so that we
can find a replacement. Please understand that if you will be away for an indefinite amount of time,
your current shift and placement may not be available when you return.
Parking
Free parking is provided while you are on duty, and attending meetings or events on site. Your
Coordinator will explain how to obtain parking chits or a parking pass at your campus.
Breaks
You are welcome to have a short break (5 to 15 minutes) during your shift and may visit the washroom
at any time. Please speak to your supervisor about the best time to arrange a break, and inform staff
when you are leaving for your break, as well as when you return.
10
Uniforms, ID Badges, and Personal Appearance
Uniforms
Volunteers at all three campuses wear an ID badge, and a uniform. The uniform consists of either a navy
golf shirt, navy blue vest, or yellow dress shirt. You may choose any of the three options when you start.
Be sure to wear your badge and uniform at all times while on duty. If you choose to wear the vest,
please wear a white shirt or the yellow uniform blouse underneath. With all choices, please wear a skirt
or pants in navy, black, grey, khaki, or brown, jeans are not acceptable. For infection control purposes,
please do not wear your uniform to and from the hospital, and be sure to launder it regularly.
ID Badge
Your badge should be visible at all times. It is the property of SJHH, so please return it to the Volunteer
Resources office if you decide to discontinue your volunteer service. There is a $20 fee to replace a lost
or damaged badge.
Personal Appearance
Please be sure you look professional and promote safety while on duty by following these guidelines:
tie back long hair
do not wear headphones or a hat (cultural headwear excepted)
do not use iPods or cell phones
limit jewellery (when on clinical units, one flat ring and a watch or medic alert bracelet
are the only hand jewellery permitted)
do not wear perfumes or colognes
ensure shorts and skirts are no more than 2” above the knee
do not show your midriff or underwear, or wear a top with a revealing neckline
do not wear leggings, sweat pants, or basketball shorts/pants (tidy jeans are
acceptable), unless it is specifically required for your volunteer position
do not wear t-shirts with graphics
wear rubber soled shoes like running shoes, rather than boots, open-toed sandals, flip
flops, or clogs.
11
Conduct
Both staff and volunteers are part of the SJHH healthcare team and each volunteer is also representative
of the whole volunteer program, so your actions have a big impact on our image. Staff and volunteers
should conduct themselves in a professional manner, and demonstrate the following characteristics:
dignity and respect
cooperation and teamwork
personal responsibility and accountability
compassion, courtesy, and sensitivity
open, honest communication
trustworthiness and integrity
If you have any concerns about the conduct of volunteers or staff, if you are treated in a way that seems
unfair, if you are asked to do a task you feel is inappropriate, or if you are faced with a situation you find
disturbing or upsetting, please let the Volunteer Resources staff know. We are here to help and need to
be informed in order to offer the best support possible.
Setting Boundaries
Once a placement is confirmed by Volunteer Resources staff, you will receive an Activity Description for
the area you’ve been assigned. This description provides specific details about the volunteer role
including an overview of the unit/department, duties and responsibilities, reporting relationships and
additional information specific to the placement. It is important that you review and understand these
expectations ensuring that you remain within the boundaries of the volunteer role. If you are asked to
do anything outside of this role, please speak with the unit manager or check in with the Volunteer
Resources team for clarification.
Security
The best way to protect your items is to leave them at home or lock them in the trunk of your car.
However, there are daily use lockers at Charlton and King. Report any losses by calling Information and
asking for Security. SJHH is not responsible for any loss or theft, so be sure to lock up important
belongings. If you are ever nervous about leaving the building, request an escort from Security staff, or
ask another volunteer to walk out with you.
12
Personal Alarms
Volunteers at West 5th must wear a personal alarm while volunteering, which supports safety for
everyone and takes the Code White practice (page 24) one step further. You may use the device when
an immediate, urgent response is needed. All West 5th volunteers will need to sign out an alarm at the
Volunteer Resources office, wear it during your shift, and sign it back in before leaving. More
information will be provided by the West 5th Coordinator.
13
Prevention of Violence in the Workplace
SJHH is committed to the prevention of violence in the workplace. Every reasonable precaution will be
taken to provide a healthy, safe, secure, and violence-free workplace for employees, patients, clients,
visitors, learners, contractors, and volunteers. SJHH believes that all persons have the right to be treated
with courtesy, dignity and respect, and as such, sexism, racism, harassment and other forms of
aggressive behaviour will not be tolerated. SJHH policy on Prevention of Violence in the Workplace can
be found in the Volunteer Resources and in Volunteer Communication Binders in each placement area.
Unacceptable behaviours include:
violence towards employees, patients/clients, or visitors
threats or threatening behaviour
intrusive conversation or shouting
threatening or abusive language involving excessive swearing or offensive remarks
racism or sexist behaviour or language
intentional damage to SJHH property
posting or displaying offensive or sexist material
Any person found in violation of these expectations, or failing to report it, may be subject to disciplinary
measures, up to and including termination of his/her relationship with SJHH. If you have concerns at any
time, please speak to the Volunteer Resources staff. A policy is available by request. Volunteers shall:
be observant of any behaviour that could warrant intervention or escalate into a crisis situation
report concerns to the department manager, staff contact, or Volunteer Resources staff
immediately report incidents of workplace violence to the department or Volunteer Resources
staff.
If you feel unsafe, take immediate action:
remove yourself and others to a safe area, if appropriate
call a Code White, as appropriate (dial 7777)
call 911 if appropriate
remain calm and do not panic.
Sexual Harassment
SJHH is committed to ensuring a high level of behaviour. Sexual harassment is demeaning, offensive
embarrassing and unacceptable; it will not be tolerated. Photos, jokes, actions and behaviours must be
14
appropriate, and objectionable actions must be reported. If you have concerns at any time, please speak
to Volunteer Resources staff.
Substance Misuse
All volunteers must be alert and capable while on duty. You must not be under the influence of alcohol,
drugs, or any other substance that impairs your ability or endangers the safety of others. Substance
misuse could result in disciplinary action, up to and including a leave of absence or dismissal.
Resignation or Dismissal of Volunteers
When a volunteer chooses to leave, the Volunteer Resources staff will conduct an exit interview to
provide an opportunity to share positive/negative comments about the experience. Volunteer dismissal
is a rare and serious situation that could occur for a variety of reasons.
Incidents/Accidents and Hazard Reporting
Volunteers who are registered with the Volunteer Resources Department are covered by SJHH liability
insurance when on duty at any of the three campuses and while operating within the agreed upon roles
and program guidelines as outlined in every Activity Description.
Report all incidents/accidents to Volunteer Resources staff, these may include but are not limited to
theft, challenging patients/visitors/staff, near misses etc. In rare situations, incidents may also occur
involving hazardous materials. See the WHMIS section on page 36.
If you see a hazardous situation, report it to staff right away. When an incident/accident happens:
Notify staff in your placement area that an incident has occurred, share with them what
happened and inform them of any injuries. Staff will assist you and also begin an Incident
Report. In addition, notify Volunteer Resources as soon as possible so that follow up steps can
be taken.
If you are injured, report to the appropriate area for treatment:
King Campus - Urgent Care
Charlton Campus – Emergency, Main Floor, Luke Wing
West 5th – Emergency, Charlton Campus, Main Floor, Luke Wing
Where possible, Volunteer Resources staff will accompany you to the treatment area.
Staff will immediately report all work-related incidents/accidents, which will then be
investigated promptly. Depending on the nature of the incident, further action may be taken to
avoid future incidents.
15
Volunteer Expectations
As a volunteer, we understand that you have certain expectations of staff, and we want to live up to
them! You can expect:
to be treated like a colleague, not as free help
a placement that suits your interests, goals, and abilities
a well-planned orientation
appropriate training for your position, and additional training if you need it
clear communication about new opportunities and upcoming events
to be heard when you have concerns or wish to make a suggestion
guidance, direction, appreciation, and support from your Volunteer Resources team
positive feedback, constructive criticism, and recognition for your volunteer efforts.
We are so glad you’re volunteering at SJHH and will do our best to make your experience a positive one!
Volunteer Recognition, Appreciation, and Gifts
We recognize the outstanding contributions volunteers make, both individually and collectively, and
encourage you to attend the events that are organized throughout the year to express our sincere
appreciation. You truly make a difference!
Volunteer Milestone Awards are presented annually to volunteers who have contributed 350 hours or
more. We have volunteers who have contributed over 10,000 hours! Perhaps one day, you will be one
of them! Also, scholarships and student awards are presented annually, and adult volunteers are often
nominated for special volunteer awards like the SAGE award for Geriatric Excellence and the Ontario
Service Awards.
Summer Sizzler is an annual appreciation event held at each campus during the summer months. Staff
and volunteers can enjoy a free BBQ and entertainment provided by local musicians.
Breakfast with Santa is held every year just before the holiday season, and staff and volunteers have an
opportunity to enjoy a hearty breakfast, festive music, and a visit from ‘Ole St. Nick’ himself.
You may request a Reference Letter or completion of school forms after 75 hours of volunteer service.
We are always pleased to support you in your efforts to find employment or additional volunteer
16
opportunities, so feel free to ask for a reference letter at any time. Please be aware that requests may
be denied if attendance or performance were poor.
You are also welcome to enjoy corporate discounts offered to St. Joe’s volunteers! Visit
www.stjoes.ca/Discounts for a list of participating restaurants and retailers.
If a patient, client, or visitor presents you with a gift or tip, please politely decline, and instead refer the
giver to the St. Joseph’s Healthcare Foundation. Or, if the giver insists and appears insulted by your
refusal, take the gift and bring it to the Volunteer Resources department right away.
17
Confidentiality
Privacy is the legal right of each patient and client. You have responsibilities related to confidentiality
and privacy. Please treat all information with respect and remember the contents of the Confidentiality
Agreement you signed:
1. Hold all information concerning patients, clients, and visitors in strictest confidence. This
includes medical, personal, social, and psychological information. Do not repeat names,
diagnoses or other personal/medical information to staff, volunteers, family, friends, or others.
2. Only access patient information when required to in the context of your volunteer role. Do not
read lists or charts out of curiosity and never share the information.
3. Only use information when needed for patient care, education, or research purposes, and in a
manner that protects the privacy and confidentiality of everyone concerned. Only use
information within hospital policy and always protect the dignity of patients and clients.
4. Treat all information with respect. Do not talk about patients or visitors in the halls or other
public areas where you may be overheard. Protect information visually so others cannot view it.
5. Respect patient rights regarding interactions with others, including volunteers. Always introduce
yourself, explain your intentions, and request permission for any interactions. For example, “My
name is Mary and I am a volunteer. May I take you to the geriatric room down the hall?”
6. If a patient or client shares information with you that concerns his or her well-being, pass the
information on to the appropriate staff member even if the patient or client requests that it be
withheld.
7. If you have questions regarding confidentiality, speak to the staff supervisor or Volunteer
Resources staff.
8. If you become aware of a breach of patient privacy, immediately report it to the staff supervisor
or Volunteer Resources staff.
9. Understand that your responsibility to protect patient privacy survives after your service with
SJHH.
10. If a patient or client seeks your opinion about diagnosis or treatment, please do not offer it.
Instead, suggest that the person ask a medical professional.
“Volunteers do not necessarily have the time; they just have the heart.”
- Elizabeth Andrew
18
Communicating with Patients and Dealing with Conflict
Each day, we are faced with a wide range of behaviours from people around us. Please keep in mind
that patients are not usually visiting SJHH because they feel fantastic. Patients are often feeling unwell,
fearful, or under stress. Also, illness and aging can affect a patient’s ability to communicate. You may
have to work hard to make communication easier, but your efforts to remain calm, patient, and
reassuring can make all the difference to our patients!
Here are some suggestions about general communication:
Treat each patient with respect and patience.
Listen actively to show you are paying attention. Nod your head and keep eye contact.
Talk to staff for helpful hints if you are not sure how to speak or behave with a patient.
Ask how the patient wants to be addressed rather than using a nickname without permission.
Use humour when appropriate. Smile and relax.
Move to the patient’s eye level. Sit down to talk to a person in a wheelchair or on a bed.
When speaking to a person with a hearing impairment, do not shout. Instead, speak more slowly
and clearly, and face the person directly. If you are in a noisy area, move to a quieter place.
Using HEAT is a good way to work through conflict.
H = Hear what the person is saying. Repeat the main concern.
“I understand that you have been waiting a long time.”
E = Empathize with the person’s situation.
“It must seem like time is standing still as you wait.”
A = Apologize and then act to find a solution or comfort measure.
“I’m sorry that it’s taking so long. I’ll go ask the nurse how much longer you’ll have to wait.”
T = Think about ways to calm the situation further.
“Since it will be an hour, would you like to go for a short walk to stretch your legs?”
“Could I help take your coat off to make you more comfortable?”
Physically Assisting Patients
Never lift or transfer a patient. Ask the staff.
Ensure the patient is decently covered and offer to provide comfort measures, like a blanket.
Ask staff before offering a patient something to eat or drink.
19
Accessibility Standards for People with Disabilities
SJHH is committed to providing a respectful, accessible, and inclusive environment for all patients,
employees, volunteers, and visitors by meeting the standards outlined in the province’s Accessibility for
Ontarians with Disabilities Act. Understanding the issues and eliminating the barriers is key!
Vision Loss
Few people with vision loss are totally blind. Many have limited vision, some can see the outline of
objects, and others can see the direction of light. General tips:
Speak to the person directly and ask if you can help.
Offer your elbow
Identify landmarks.
Be precise and specific with information.
Physical Disability
There are many types and degrees of physical disabilities and not all require a wheelchair. For example,
arthritis, or a heart or lung condition is considered a physical disability. General tips:
Speak normally and directly to the person.
Ask before you help; people with disabilities often have their own way of doing things.
Explain how you can assist.
Respect the person’s personal space.
Don’t touch or move assistive devices without permission.
Mental Health Disability
This disability is often invisible and can include issues like hallucinations, depression, difficulty
remembering, mood swings, or an inability to think clearly. General tips:
Be patient, calm, and polite.
Treat each person with respect and consideration.
Be confident and reassuring.
Listen carefully and ask the person to tell you the best way to help.
20
Service Animals
These animals are specially trained to help a person with a disability carry out daily activities. Service
animals include dogs, ferrets, parrots, and even pigs! General tips:
Allow them to go anywhere with their owner, unless there are restrictions (ex. operating room).
Do not touch the service animal unless you ask the owner’s permission.
Support Persons
A support person is specially trained to support a person with a disability. General tips:
If you are not sure which person is the support person, simply ask.
Always speak directly to the person with the disability, not the support person.
Support persons must be allowed to go anywhere with the person with the disability.
Effective Communication
Remember to TALK!
T = Take the time to ask.
A = Ask. Don’t assume people need help.
L = Listen and speak directly to the person.
K = Know your surroundings and the services available.
You can communicate through writing, speaking, gestures, or pictures. Communicate in a way that takes
the person’s disability into account.
Think about and learn how people with disabilities communicate.
Consider approaches for making communication easier and use plain language.
Plan ahead. Know your environment and how to use assistive devices.
“The heart of a volunteer is not measured in size, but by the depth
of the commitment to make a difference in the lives of others.”
- DeAnn Hollis
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Wheelchair and Staxi Chair Escorting
Only escort a patient in a wheelchair if it is included in your Placement Description duties, and follow
these guidelines for safe patient escort.
The Basics of Wheelchair Escorting:
Store wheelchairs safely out of the way with brakes applied.
Secure brakes when the chair is not in motion, and when helping a patient in or out of it.
Put the foot rests up when a patient is getting in or out of the chair.
Use an oversized wheelchair when necessary.
Preparing to Escort in a Wheelchair:
Introduce yourself to the patient. Explain who you are and where you will be taking him/her.
Confirm the patient’s identity. Ask his/her name and read the ID band.
Guide the patient into the chair by holding one or both of his/her upper arms.
Secure the patient’s feet on the footrests so they are not dragging.
Position the patient’s elbows to avoid injury.
Ensure the patient’s clothing or blanket is tucked in so it won’t get stuck in the wheels.
Advise a staff member of your departure.
Escorting in a Wheelchair:
When escorting a child, secure the safety belt.
When leaving a room, back into the hallway so you can check for traffic.
When entering or exiting an elevator, back the chair in or out.
Escort on the right-hand side of the hall.
When leaving a patient, advise a staff member of your departure.
Staxi Chair Escorting
Staxi chairs are mobile chairs found at main entrances at Charlton Campus only. To move the chair
forward, grip the red bar and pull up towards the handle. The brakes are applied when you let go of this
bar. You may borrow a staxi chair when you are helping someone and need to get a chair. When
escorting, follow the same procedures as you would with a wheelchair.
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Emergency Codes
Healthcare facilities use Emergency Colour Codes to alert staff to an emergency situation that has
occurred and to activate an immediate response from individuals or groups. Using the Emergency
Colour Codes allows hospitals to elicit the right response to the situation without alarming patients,
clients, and visitors. Please familiarize yourself with each code so you will know what to do if a code is
called. Look for potential hazards and report concerns to staff right away.
Emergency Preparedness Stations are located within in-patient
settings at each campus. Here you will find quick reference
guides for each of the codes and floor plans that identify the
various fire zones and evacuation routes. Familiarize yourself
with the location of the Emergency Preparedness Stations in
the areas you volunteer as many units use this location as their
Code Staging Area. Code Staging Area is the place staff will congregate to receive direction during a
Code situation.
Here are some general guidelines about codes.
1. You may call for help from any internal phone. Dial 7777 and follow the operator’s instructions.
2. If you are in an area where a code has been called:
remain alert and listen to any further overhead instructions
watch out for staff moving quickly with carts or carrying equipment
hold doors and elevators to help staff get to the area faster
remain calm during emergencies and reassure patients and visitors
do not go to the area to watch, as it is a breach of privacy
if you are in a patient care area proceed to the nursing station and await instructions from the Charge Nurse
if you feel unsafe, speak to a staff member and/or move to a safer place.
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Emergency Colour Codes
Name of Code Type of Incident
Code Aqua Uncontrolled Internal Flooding or Steam Situation
Code Amber
Missing or Abducted Infant or Child
Code Black Bomb Threat or Suspicious Package
Code Blue Adult Adult or Pediatric Cardiac Arrest or Medical Emergency
Code Blue Pediatric
Code Brown
Internal Spill or Contamination
Code Green
Internal Evacuation
Code Grey
Loss of Essential Services or Air Exclusion
Code Orange
External Disaster
Code Pink
Infant Cardiac Arrest or Medical Emergency
Code Purple
Hostage Situation
Code Red
Fire
Code Silver Active Shooter
Code White
Violent Situation
Code Yellow
Missing Adult
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Emergency Preparedness -What you need to know!!
Hospital Emergency Colour Codes
Hospital Emergency Colour Codes are used in hospitals to denote to staff various kinds of emergency
situations. The use of emergency colour codes is intended to convey essential information quickly and
with a minimum of misunderstanding to staff, while preventing stress or panic among visitors to the
hospital.
Code Aqua was developed to elicit a team response to safely manage an uncontrolled internal flooding
or steam situation by ensuring the safety of the occupants, mitigating any loss, damage or service
disruption and restoring the area to a safe physical environment.
Flood is defined as an overwhelming, uncontrolled quantity of water deemed to be a physical, health or
environmental hazard that can result in, but is not limited to, falls, electrical hazards and contamination
involving sewage and other pollutants.
If you discover an emergency code situation: Immediately inform the area charge person; If the situation requires immediate action i.e. fire (REACT); take charge of the situation if it is safe
to do so until the response team arrives.
Dial 7777 to call and activate an emergency colour code that will ensure an immediate and specific response to an emergency situation. Note off campus dial 9-911 for Hamilton Fire, Police or Paramedic services
When you hear an emergency colour code announcement: Report to your unit/department code staging area if the emergency code is in your area; If the fire alarm is in your area/department/building report to your unit/department code staging
area; Do not use the elevators or phones unless instructed to do so; Always wear your SJHH ID badge; Respect perimeter controlled areas; Remain alert and listen to the overhead voice communication for further direction.
Code Aqua
Uncontrolled Internal Flooding or Steam Situation
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This code applies to all infants and children who are patients or visitors.
Code Amber is based on the Amber Alert. Code Amber will ensure a clear message is being sent to alert
all hospital staff that an infant or child is missing. The purpose of a Code Amber is:
To protect infants and children (newborn to 17 years) from unauthorized transport or abduction, including by a non-custodial parent.
To locate a missing child that may have wandered off.
Time is critical when an infant or child is missing.
Code Black is called to alert staff that the hospital has received a threat and the situation must be
investigated.
The threat may be written, verbal or discovery of a suspicious package, object, or mail. The intent of
calling a Code Black is to begin the sweep and search of all areas to help verify or discredit the threat.
Staff are to report immediately all threats or when suspicious packages or objects are discovered
anywhere in the facility. Staff should never handle any suspicious packages or objects.
In the event that you receive a telephone threat:
1. Remain calm and be courteous; 2. Do not interrupt the caller; 3. Record the phone number and name on the call display of your phone if available; 4. Document all information that the caller is giving while paying attention to any
background noises that may provide a clue to the location of the caller; 5. Call 7777 to report threats or suspicious packages.
Code Amber
Missing or Abducted Infant or Child
Code Black
Bomb Threat or Suspicious Package
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Code Blue-Adult is called to activate the immediate response of the Cardiac Arrest Team to a life
threatening emergency such as a cardiac or respiratory arrest, or a pre-cardiac or per-respiratory arrest
situation.
Cardiopulmonary resuscitation is utilized to achieve prompt restoration of circulation and respiration in
patients, visitors, or staff suffering a cardiopulmonary arrest. The success of cardiopulmonary
resuscitation (CPR) depends upon prompt initiation of basic life support, co-ordination of advanced
resuscitative skills among the team members, assistance by onsite health professionals and speed.
In the event of a Code Blue situation call 7777
Code Blue Pediatric
To provide rapid and skilled cardiovascular and cerebral resuscitation of an infant or child less than 18
years of age who suffers a cardiopulmonary arrest, respiratory distress and/or any infant or child who
has any medical emergency.
Code Blue pediatric will be called for any infant or child in any inpatient or outpatient setting of the
hospital except for Women’s and Infants Program. The infant or child will be transferred to the
Emergency Department for stabilization and care.
In the event of a Code Blue Pediatric situation call 7777.
For King St. and West 5th campus-activate 911 and transfer patient to Hamilton Paramedic Services for
transport to receiving hospital.
Code Blue- Adult
Adult Cardiac Arrest or Medical Emergency
Code Blue- Pediatric
Pediatric Cardiac Arrest or Medical Emergency
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Code Brown is called to activate and initiate the immediate response of the Code Brown Response
Team. A Code Brown will be called if there is an internal spill/contamination, leak, suspicious unusual
odor, gas, vapor or discovery of unknown substance, liquid or powder.
When the spill occurs or if you discover a spill or suspicious odor, immediately call 7777 to report a Code
Brown.
Remember: Only employees who have been trained and are equipped with the appropriate personal
protective equipment are permitted to clean up chemical spills.
Code Green is called to alert staff to an evacuation situation. The nature of the evacuation may vary
from a partial to a total hospital evacuation of the hospital. The need to evacuate may result from a fire,
bomb threat, hazardous spill, critical infrastructure loss or serious building damage.
Code Green is usually a staged process as follows:
Code Green- Standby: All areas located within the identified zone/area must return to their work area and prepare for potential evacuation upon hearing the First Stage of the fire alarm; all other areas are to remain on alert and await further direction.
Code Green- In-Effect (specific location/building evacuation): This is the implementation of a controlled specific location evacuation. It is typically based on instructions of the hospital Incident Manager; however, permission is not required to safely evacuate persons from immediate or imminent danger to a safe location.
Code Green In-Effect Total Site Evacuation: Total site evacuation entails exiting all buildings by using the safest route. Total site evacuation is based on evacuation directions from the hospital Incident Manager, in consultation with Hamilton Fire or Hamilton Police Services.
Code Green- All Clear: Identifies that all areas are to resume normal duties. Areas that may have been evacuated will receive further direction from the hospital Incident Manager.
Code Brown
Internal Spill or Contamination
Code Green
Internal Evacuation
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Code Grey is called to support an immediate response to an infrastructure loss (e.g. water, electrical).
Code Grey’s are only activated by Building Services, Site Director or Director on-call, and Executive
Team.
Code Grey Standby: To alert the organization that a service utility is being investigated and complete
loss of the utility may occur or that an external situation may result in initiating air exclusion
procedures.
Code Grey In-Effect-Loss of Essential Services: To alert the organization that complete loss of utility
has occurred and to define the course of action required to support the hospital’s operations. Loss may
include, water, electrical, heating, cooling and medical gas.
Code Grey Air Exclusion: To alert the Code Grey response team to activate the air exclusion protocol to
prevent the risk of external contaminated air (e.g. external chemical spill) from entering the hospital’s
air handling system.
Code Orange is designated to activate an internal hospital response to an external disaster where the
influx of patients will demand additional resources to manage the incident.
Code Orange Alert: This is the preliminary stage in which the hospital has received confirmation of an
external disaster; however, the hospital’s role may not be clear at this point. The Alert Stage is not
announced over the hospital paging system.
Code Orange Standby: This is the preparation stage of Code Orange. Once the hospital has a clear
understanding of its role to support the external disaster response, it must begin to prepare to receive
an influx of patients. Key components during this stage are for the hospital to assess staffing levels, clear
beds and establish triage areas. Depending on the type of scope of the disaster a full scale hospital or
multi-site approach may be required. Both clinical and non-clinical areas have a role in Code Orange
response.
Code Orange In-Effect: Influx of patients is occurring and Code Orange procedures are in-effect.
Code Orange All Clear: The hospital’s Incident Manager will activate an all clear once the incident is no
longer deemed critical and a safety threat; and the hospital operations can be managed by using
normal hospital resources.
Code Grey
Loss of Essential Services or Air Exclusion
Code Orange
External Disaster
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To provide rapid and skilled cardiovascular and cerebral resuscitation of infants who suffer a
cardiopulmonary arrest, respiratory distress and/or an infant who has any medical emergency.
The Code Pink Team is called to provide neonatal resuscitation support to infants receiving care within
the Women’s and Infant’s Program Only. This would include Birthing Unit, Post-Partum combined care
3OBS, Special Care Nursery (NICU) and the Breastfeeding and Newborn Assessment Clinic (BANA).
Code Purple is designed to elicit a safe response to a hostage situation. A hostage situation occurs when
a person or persons are forcibly detained by anyone in possession of a weapon or who threatens harm
to the detained person(s). Activation of Code Purple is meant to diminish risk of harm to any hostage(s)
and other patients, staff and visitors.
Hostage and abduction incidents will be led and directed by Hamilton Police Services
In the event of a Code Purple situation call 7777
Code Red is called to identify a fire or smoke situation.
Once you start your placement, get familiar with your placement area. Check for exits and fire-
pull stations. Look for potential fire hazards and report concerns to staff right away. When a fire
alarm is pulled, “Code Red” will be announced overhead. Bells or tones will sound and the
location will be announced. If the fire alarm is in the building or area you are in proceed with
staff to their Code Staging Area and await direction. If the fire alarm is not in the building or
Code Pink
Infant Cardiac Arrest or Medical Emergency
Code Purple
Hostage Situation
Code Red
Fire
30
area you are in then you may continue your work but remain on alert listening for overhead
directions.
During a Code Red the following applies:
Listen to the overhead announcement for the location of the situation.
Elevators cannot be accessed in the building where the Code Red is taking place.
If you are pushing a cart in the building/area where the Code Red is occurring, move it out of the
hallway and into a room.
Proceed to the Code Staging Area and ask staff what to do, and if your help is not needed, stay
with the patients and keep them calm.
When the situation has been deemed safe by the Hamilton Fire Department an “All Clear” will be
announced overhead and you can resume normal duties. SJHH has monthly Fire Drills and similar to
an actual Code Red event, there will be an announcement overhead stating “Code Red Drill” along
with the location. Follow the same principles during a drill that you would in an actual event. Upon
completion of the drill the overhead announcement will state “Code Red Drill all clear”.
REACT
Follow REACT if you find a fire:
R = Remove occupants to a safe place beyond fire doors. Remain calm. If you need help to
remove occupants, call for help loudly.
E = Enclose the area to confine the fire. Close all doors and windows as you move out of the
area. Do not return to the room or open the fire doors once they have been activated.
A = Activate the alarm. Pull a fire-pull station alarm located on the wall by every exit.
C = Call to announce the fire. Dial 7777 from any phone. Tell the operator your name, where
the fire is (wing/floor/room), what is on fire and the extent of the fire. Be calm and clear.
T = Do not try to fight the fire. Leave this to professional fire fighters, who will arrive quickly
after they are called.
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Code Silver has been developed to communicate and coordinate the appropriate response to an active
shooter situation within any of SJHH Campuses, off site and community settings. The main objectives of
activating Code Silver (active shooter) are:
• To minimize risk and preserve the safety of patients, visitors, employees, professional staff, learners,
volunteers, contractors and all persons who have a relationship with SJHH;
• To activate an immediate response from Hamilton Police Services;
To communicate and activate a standard organizational response to an incident in which a person is
discharging a firearm.
How to Respond When an Active Shooter is in Your Vicinity
General Principles
These principles and procedures apply to any ‘active’ threat with a firearm. Any staff person who
encounters a person threatening with or actively discharging a firearm should:
Seek cover and warn others of the situation;
Call 911 when safe to do so and provide the 911 operator with as much information as possible. If you are not able to contact the hospital switchboard operator, let the 911 operator know this so they can alert the hospital. If it is not safe to speak once you have connected with the 911 operator, leave the phone line open to allow the 911 dispatch operator to listen; do not disconnect the call;
Call Switchboard at ext. 7777 when it is safe to do so.
The response aim to Code Silver is to minimize access and visibility. It involves quickly evacuating or sheltering occupants (patients, staff & visitors) in secure locations.
Each area/unit/department is responsible to establish their area(s) specific Secure Shelter procedures in advance by identifying potential secure areas in which their occupants can seek shelter in the event of Code Silver activation.
Patients, visitors, or staff confronted by a person with a firearm or involved in a violent crime/hostage situation with a firearm should not attempt to intervene or negotiate.
Do not attempt to remove wounded persons; wait for Hamilton Police Services to declare the scene ‘safe for triage’ before any clinical personnel may enter to triage patients/victims.
Code Silver
Active Shooter
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If staff member or a physician requires entrance to or from the building or a patient has an emergency that requires movement of the patient, Hamilton Police Services must be notified to provide direction (e.g. armed escort).
Upon the “all clear” the affected area(s) shall be treated as a crime scene. Once staff/patients/visitors have been evacuated they shall not be permitted to retrieve items or access the scene until cleared by Police.
Mental Health Considerations: Post Traumatic Stress Disorder (PTSD) is a significant and debilitating disorder that may affect victims and responders to violent events. It is important to ensure easy access to psychological help. Staff members, learners, volunteers, and physicians exhibiting psychological signs and symptoms of
PTSD are encouraged to contact Employee Health Services and their own healthcare provider.
In keeping with the mission of St. Joseph's Healthcare Hamilton (SJHH), we believe in maintaining the
dignity of the individual and in providing compassionate, sensitive care to those we serve. We recognize
and respect the autonomy and rights of the individual, as well as our moral and legal obligation to
provide a safe environment.
SJHH is committed to responding to a Code White call with an approach that utilizes a least restrictive
approach toward providing the best care and ensuring the safety and security for all concerned.
We believe in collaboration and open communication with patients, family members, significant others,
and multidisciplinary care providers in situations in which a Code White may be/has been necessary.
All staff at the West 5th campus are provided and required to wear a personal alarm device that can be
activated to trigger a Code White. The location and specific information of the person activating the
alarm is displayed on the computer screen at the security desk on level one and level three. All graphic
user interfaces (GUIs) in all areas (units and security) will record that there is an alarm and any staff
member has the ability to click on that alarm notice and see the details. Personal Alarms may be in use
at other campuses without geographic traceability and are only used as an audible alarm.
Code White Notification
Charlton Campus: Call for assistance and immediately activate the Code White response by dialing ext.
7777 and state ‘Code White’ and give the building, level, department and room number.
Code White
Violent Situation
33
King Campus: Call for assistance and immediately activate the Code White response by dialing ext. 7777
and state ‘Code White’ and give the building, level, department and room number.
West 5th Campus: Call for assistance by activating your personal alarm, this will activate an audible
alarm. On the inpatient units, lights will flash in addition to the audible alarm. The activation of the
personal alarm also notifies the Unit Nursing Station GUI, Security staff and Telecommunications staff of
a Code White call and the location of the Code White. Telecommunications staff will broadcast the Code
White location on the overhead paging system.
Code Yellow is called to alert hospital staff of a missing adult person (patient, visitor, staff, and
contractor, volunteer). The activation of Code Yellow will elicit an organizational response that is
designed to safely find the missing person.
Activation of Code Yellow will be under the direction of Security Manager or Coordinator; after hours
nursing/ site supervisor.
Please familiarize yourself with these codes. You will be given a quick reference card to wear on your
lanyard with your ID badge that indicates the code colour and their meaning. All of this information is
also provided at the emergency preparedness station on your unit or in your department.
"It is better to look ahead & prepare than look back and regret" - Jackie Joyner-Kersee
Code Yellow
Missing Person
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Infection Control
The goal of infection control is to prevent the spread of infection between patients, clients, staff,
visitors, and volunteers. Please stay home when you are ill. If you come down with a contagious disease,
like chicken pox or the flu, and have volunteered in the last few days, please call the Volunteer Office to
let us know.
If there is an outbreak in your unit, and depending on the nature of the
outbreak, you may be notified not to come in. Volunteers in other
departments may choose whether or not to come in.
Patients with communicable diseases are placed in private rooms. Please do
not enter isolation rooms with a sign on the door.
Notify staff of any contact with body fluid or spills. Depending on the exposure additional follow-up may
be required.
Hand Washing
Hand washing is the single most important factor in preventing the spread of infection. Wash your
hands frequently while on duty, and:
when arriving and leaving the facility
before and after entering a room
before eating or drinking
after sneezing or coughing
before and after using the washroom
before and after touching a patient or equipment, like a wheelchair
after handling any item that is likely to be contaminated, like bedding.
To properly wash your hands:
turn on taps and wet hands
lather well and apply friction
cover all skin surfaces including between fingers, palms, backs of hands, wrists, and nail beds
wash vigorously for at least 15 seconds
rinse well with warm water
dry hands with a paper towel
use the paper towel to turn taps off, and open the door to exit.
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Some placement areas offer gloves you should wear while doing certain duties. Remember that gloves
do not prevent the spread of infection. Wash your hands before and after using gloves, and get
instructions from staff in your placement area about glove use and disposal.
Alcohol Hand Rub
Alcohol hand rub is available throughout the hospital. Squirt it onto your hands, and rub vigorously,
covering all skin surfaces, just as you would when washing with soap and water. Rub hands together
until alcohol rub is dry (15 seconds).
Sanitizing Equipment
Always sanitize carts, wheelchairs, etc. using disinfectant wipes before and after using. Instructions will
be provided during your initial volunteer training.
“Volunteers do more than they have to simply because they want to. “
- Anonymous
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Workplace Hazardous Materials and WHMIS
Workplace Hazardous Materials Information System (WHMIS) is a program to inform and protect all
employees, volunteers, patients and visitors regarding hazardous materials. Contact with dangerous
materials is rare for volunteers. However, knowing the symbols, emergency procedures and
preventative measures is important.
Each department that uses or stores hazardous materials has a WHMIS handbook. Volunteer Resources
staff have reviewed each placement area to ensure the area and volunteer duties are as safe as possible.
If an accident occurs or you notice a spill or suspicious smell, notify staff right away.
WHMIS Symbols
Please learn these standard symbols so that you recognize the various kinds of hazardous materials.
COMPRESSED GAS Materials which are normally
gaseous and kept in a pressurized
container.
TOXIC LONG TERM CONCEALED Materials which have harmful
effects after repeated exposures
or over long periods of time.
FLAMMABLE AND COMBUSTIBLE Materials which will continue to
burn after being exposed to a
flame or other ignition source.
BIOHAZARDOUS INFECTIOUS Infectious agents or a biological
toxin.
OXIDIZING MATERIALS Materials which can cause other
materials to burn or support
combustion.
CORROSIVE MATERIALS Materials which react with metals and living tissue.
TOXIC IMMEDIATE AND SEVERE
Poisons / Potentially fatal
materials which cause immediate
and severe harm.
DANGEROUSLY REACTIVE
Materials which may have
unexpected reactions.
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The Volunteer Gift
A helping hand, a willing heart,
Sometimes that’s all it takes.
A simple gesture on someone’s part,
But what a difference it makes.
That’s just the kind of gift you give,
Over and over each day.
And we’ll always be glad that you’ve chosen,
To live in such an unselfish way!
- Author unknown
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Volunteer Resources Staff Directory
CAMPUS CHARLTON
Address 50 Charlton Avenue East, Hamilton, ON L8N 4A6
Phone/Fax Phone: 905-522-1155 Fax: 905-308-7203
Staff Susan Zidaric Seymour, Director x 33993 [email protected] Heather McConnell, Coordinator x 33464 [email protected] Cassandra Boettcher, Coordinator x 32774 [email protected]
CAMPUS KING
Address 2757 King Street East, Hamilton, ON L8G 5E4
Phone/Fax Phone: 905-522-1155 Fax: 905-573-4820
Staff Marilyn Albu, Assistant Coordinator x 38162 [email protected]
CAMPUS WEST 5TH
Address 100 West 5th St, Box 585, Hamilton, ON L8N 3K7
Phone/Fax Phone: 905-522-1155 Fax: 905-381-5662
Staff Sharlene Wilson, Coordinator x 35561 [email protected]
