East Lancashire Hospice

Reception Volunteer - Inpatient Unit

Role: Volunteer Receptionist - Inpatient Unit
Location: East Lancashire Hospice
Accountable to: Clinical Lead – Inpatient Unit
Reporting to: Team Leader – Inpatient Unit
Role requ­ire­ments: Two Satisfactory references
Enhanced DBS


Role Summary


Work as a valuable member of the Inpatient Unit team to ensure that each patient, their families and those that matter to them and all other visitors to the unit have a very positive experience. Providing a warm and welcoming presence you will often be the first point of contact for new patients and visitors to the unit and will play a key role in helping to ease any anxiety that people may feel whilst ensuring the availability of general information about the hospice and its facilities.
Through the use of well-developed commu­nica­tion, inter­per­sonal and orga­nisa­tional/­admi­nis­trative skills the volunteer receptionist plays a vital role in supporting the smooth running of the Inpatient Unit and maintaining the professional reputation of the unit and hospice as a whole.

When we need you to be available


The expected commitment for this role will be negotiated with you based on your personal availability and the following range of times that we need each week.

  Mon Tues Weds Thurs Fri Sat Sun Ad hoc hours may be possible by arrangement
9.30-13.00 x x     x   x  
12.45-16.15 x x x x x x x  
16.00-20.00   x   x x x x  



What we would like you to do

 

  • Answer the telephone in a warm, timely, polite and professional manner and relay information by redirecting calls o taking messages
  • Ensure messages are delivered approp­ri­ately and to the person they are intended for using established departmental commu­nica­tion systems
  • Inpatient Unit Volunteer Receptionist 20.09.19 Page 2 of 3
  • Maintain confi­den­ti­ality in keeping with hospice standards when commu­nicating information related to patients, family, those important to the patient and all hospice staff and volunteers
  • Receive postal items from courier services that are delivered directly to the Inpatient Unit, signing for receipt as appropriate and storing these for the attention of the senior nurse/­coordinator in charge of the shift
  • Provide a warm and sensitive welcome for all admissions to the unit including the provision of a meet and greet service at reception or the direct access entrance
  • Introduce all admissions, including directing ambulance admissions, to allocated rooms and confirm arrival of patients with nursing staff
  • Greet all visitors to Inpatient Unit reception in a warm, friendly and respectful manner and show/guide people to bedrooms or waiting areas as appropriate
  • Remind visitors of the arrival and departure ‘sign in’ arrangements providing the reason for this where necessary
  • Inform staff when visitors have arrived for specific appointments or meetings
  • Utilise office equipment in support of service delivery for example fax, photocopier and computer where experience and/or training allows for this
  • Maintain a neat and tidy reception area, ensuring this and reception/­corridor storage cupboards are well maintained with the baseline stock/­supplies required for use
  • Check the visitors lounge area to ensure this is tidy and welcoming and, if the need arises be able to restock and clean the coffee machine area (following training)
  • Provide as much notice as possible to the Inpatient Unit Shift Coordinator if you are unable to undertake a pre-arranged duty so alternative plans can be made
  • Undertake training or development applicable to the role
  • Follow hospice guidance/­policies related to the role including dress code, incident reporting, health and safety regulations
  • Skills, knowledge, abilities and qualities
  • A real interest in people and able to listen, empathise and anticipate need
  • Warm, welcoming and courteous
  • Good communicator with strong, effective inter­per­sonal skills
  • Enjoy meeting and engaging with a variety of people
  • Able to talk easily with new people in a relaxed, friendly manner on a variety of subjects whilst recognising when people need quiet space
  • Good sense of humour and able to understand the benefits of this
  • Able to respond flexibly to changing priorities and fluctuations in intensity of work
  • Self-motivated and enthusiastic with good orga­nisa­tional skills
  • Able to work effectively in a team and establish productive working relati­on­ships
  • Able to utilise office equipment including for example fax, photocopier, computer with support/­training
  • Physically able to move between the Inpatient Unit/­departments on the ground floor and the Reception area of the hospice to meet the role requirements
  • Attention to detail and pride in a job well done
  • Organised and efficient
  • Team player; positive, enthusiastic and motivated with a can-do attitude
  • Smart, presentable appearance
  • Punctual and reliable, committed to attendance at agreed dates and times

 

What we will provide

 

  • A real opportunity to be part of a supportive, friendly team alongside the benefits of an excellent working environment
  • Named buddy/mentor for support and as a point of contact
  • Orientation and induction programme relevant to the role including training to keep you and others safe
  • Access to education that will support you in your role or help you maintain/­develop existing skills for example commu­nica­tion skills and bereavement/­grief awareness
  • Invitation to regular team meetings and the opportunity for 1:1 review of the role
  • Reimburse reasonable out-of-pocket expenses incurred when carrying out the role.

 

General Requirements

 

  • Communicate sensitively and courteously with all those involved with hospice services including patients, relatives, staff, volunteers and visitors, respecting all information related to individuals as confidential
  • Ensure information you have access to is kept secure and confidential
  • Submit any travel claims to the Clinical Lead no later than the 1st of each month
  • Work at all times to safeguard the rights of individuals promoting their wellbeing and protecting those at risk from harm by advising staff of any concerns
  • Act in a way that upholds the hospice’s values which are:

- Patients are individuals and have a right to respect, privacy, dignity and choice

- Staff and volunteers are vital to the hospice’s success, and it is their contribution which provides the hospice with its quality service and reputation

- Our services should be focused on meeting our patients’ requirements

  • Value for money is achieved making the most effective use of available resources
  • Ensure personal actions and conduct apply with hospice policies and procedures
  • Ensure effective use of hospice resources

Review of this description

This role description is intended as an outline of general areas of activities and will be amended in the light of changing needs of the hospice

Please download the following