Cleveland Clinic Volunteer Services Newsletter | May 2015

VolunteerVoiceService Award RecipientsCongratulations to the volunteers who received badge pulls at our celebration!Three Years of Service:Howard BehmRuth FayBetsy FeuersteinDebbie HassingAnnie JohnsonAngela KisleyDaniel KlossAlicya LloydCheryl MillerLoretta MillerCarol MurphyCharles O’NeillNatalie PelunisGary PriceCatherine RassieJ. Denise SmithAnthony WallaMargaret WattersonJaye WolfeFive Years of Service:Susan BenedictPhyllis CimaglioElaine KopniskeGertrude ParksRobert RatenoDaniel SchmidtFrank SobolSean WeissLawrence WolfTen Years of Service:Jordan PerlmanDonald RottariLoren SelmanFlorian TilosanecFifteen Years of Service:Jerome JanaskoLaurette JanaskoMary Lee TyndallTwenty Years of Service:Patricia Rayman

Celebrating our Ambassadors! The Volunteer Services Department held its annual National Volunteer Week celebration on Thursday, April 16th at the Embassy Suites in Independence. The event celebrated the outstanding contributions of the over 2,100 main campus, Lutheran Hospital and Family Health Center volunteers who provided 193,772 hours of service to Cleveland Clinic in 2014. This year’s theme was “Celebrate Service.” Upon check in, volunteers were treated to light appetizers and a signature beverage called the “Voluntini” while they participated in a Chinese raffle for prizes donated by local business and departments within Cleveland Clinic. Inside the ballroom decorated in spring-like yellows and greens, more than 340 volunteers, guests and Cleveland Clinic caregivers were addressed by Chief Experience Officer, Dr. Adrienne Boissy and Associate Chief Nursing Officer, Kim Hunter who thanked the volunteers for all they do for patients and caregivers at Cleveland Clinic and stressed how valuable they are to the organization .

To begin the awards portion of the event, volunteers who had reached milestone anniversaries were acknowledged and awarded custom badge pulls in recognition of their years of service. Next, volunteers who had earned the Bernadine Healy, MD Ten Year Service Award were honored as were those who had reached 4.000 hours of volunteer time. Awards were presented to those volunteers who had provided the most hours of service in 2014. The Canine Caregivers of the Year and Delos Cosgrove, MD Patients First Awards were presented next. Finally, awards were presented to the Humanitarian Award winners after a touching speech from the previous year’s winner, Leonard LoPorto. Leonard shared with the audience a memorable moment from his volunteer time that illustrated how just how much volunteers impact the patient experience. The event concluded with Cleveland Clinic President and CEO, Dr. Toby Cosgrove, who was unable to attend the event, but sent a special taped message to thank the volunteers and recognize the award winners.

The Volunteer Services Department would like to offer special congratulations to this year’s major award winners:

Bernadine Healy, MD, Ten Year Service Award Pearl Crain Phyllis Evey Rena Goldish Carol Hammer

Liz Hunt Barbara Kovacic Thomas Kucharski James Larkin

Leonard LoPorto Gladys Moyer Linda Newman Ann O’Donnell

Jordan Perlman Ingrid Reynolds Maureen Rice Donald Rottari

Daniel Schwartz Rayetta Schwering Beverly Sheeter Eleanore Simcic

Marian Singer Florian Tilosanec

4,000 Hour Award Pearl Crain Leonard LoPorto Carolyn Phillips

Ruby Proa Eleanor Reilly Eleanore Simcic

Most Hours Award Canine Caregivers of the Year Award Charlotte Herstek Carolyn Phillips Larry Wolf and Archie

Delos Cosgrove, MD, Patients First AwardEthel Blair

Humanitarian AwardNancy Campbell Ryan Grahovac

Recognizing our Teenage Volunteers

Last year, Volunteer Services expanded the Junior Ambassador high school program to include volunteer opportunities during the school year. Our new Junior Ambassador After School Program welcomed high school students who live or attend school within a three mile radius of our main campus to volunteer from 3–5 p.m., Monday through Friday, from October 2014 until April 2015. 15 students participated in 10 different areas and volunteered for a total of 1,246.50 hours. Students participated in a recognition event on March 7th where department awards and hours certificates were issued and a $1,000 college scholarship was given away.

Our Junior Ambassador Summer Program will begin again on June 15th through August 7th. Students will once again be in a variety of areas around our main campus assisting patients, family members and caregivers. Be sure to welcome them when they arrive.

Handbook ReviewThe thermometer has reached 80 degrees, so it is the perfect time to review the Dress Code Policy for Volunteers. Everyone is excited about the arrival of the warmer weather when a new sense of ease sets in. We are looking forward to a great summer! Starting in May, many “Summer Only” volunteers come on board to share their time and talent with Cleveland Clinic patients. Let’s start there: a volunteer’s generosity and desire to assist patients is always channeled towards focusing on the patient. One’s clothing should never be out of place for the hospital setting: a volunteer’s clothing choices should be modest, clean and subtle.

Our volunteer dress code policy is derived from Cleveland Clinic HR policies; Joint Commission policies; and widely accepted standards for reasonable attire in a hospital setting. At Cleveland Clinic, we welcome visitors and patients from all over the world. Part of being a Cleveland Clinic advocate is thinking about how others might feel and putting one’s own interpretation of what is appropriate attire on hold and choosing clothing not found on our “Inappropriate List.”

The most paramount rule for volunteering is that the Uniform and Badge must be worn at all times with no exceptions. We are all serving in a uniform-driven environment where one’s identity is immediately communicated by the uniform worn.

Here are some brief review points for the some of the most common summer dress-code challenges:

• Closed toe shoes must always be work; sneakers are permitted

• Hosiery or socks must always be worn – many volunteers enjoy wearing a ballet flat, but please know hose must be worn • No sleeveless tops without a jacket or sweater • No yoga pants or other stretchy athletic pants • No jeans • No shorts • Facial jewelry including nose studs or any studs in the face are not permitted • No low necklines that reveal the décolleté

• No unnatural hair coloring; for example the Manic Panic® hair dye or other brands of unnatural hair color

As a volunteer, a gentle, approachable appearance and presence can really open up the door to a positive patient/visitor interaction. This will lead to a more rewarding experience for all. Adam D. Galinsky, a professor at the Kellogg School of Management at Northwestern led a study involving a phenomenon known as “Enclothed Cognition.” This concept suggests that when you wear and understand the symbolic meaning of your uniform, you tend to rise to level of your duties and carry them out in a careful, rigorous manner.

In 2008, Judy Lester began volunteering as a Canine Greeter with her Newfoundland, Teddy Bear. Judy and Teddy Bear were part of the original group of Canine Greeters and they visited in the Crile Lobby. In the beginning of 2009, they started visiting our inpatients on H50/H51 Digestive Disease and continued to greet in Crile until Teddy Bear retired from the program in November of 2011. Judy’s passion and dedication stuck with her as she began visiting at the Beachwood Family Health Center with her other Newfoundland, Hank, in August of 2012. Judy has contributed a total of 360 hours herself while Teddy Bear contributed 198 hours and Hank as provided 104 hours since joining the program. Judy has been a true advocate of Cleveland Clinic and our program and has been an integral part in the annual sales of our Canine Calendar at both main campus and the Beachwood Family Health Center.

What is the best part of your role as a volunteer at the Beachwood FHC?

The best part of being a Cleveland Clinic volunteer is meeting all the wonderful patients and staff at the Beachwood Family Health Center. Talking with so many people from so many different walks of life is so interesting.

What is the biggest challenge as a volunteer?

My biggest challenge is making sure that the kids and adults who happen to be afraid of dogs see that Hank as big as he is, is just a gentle giant. I love when kids who are normally scared of dogs end up hugging and petting Hank. Some mothers and fathers are so taken aback by how positive their kids respond, I feel I have made a real difference in they will react to dogs in the future.

What is something your fellow volunteers and/or staff at Beachwood may not know about you?

Many people may not know that I was a Cleveland Clinic employee for 22 years having taken early retirement to go into business with my husband at Allied Door Systems. After buying my husband’s part out, I became the majority owner and became certified as a Female Business owner.

Tell us about an accomplishment – personal or professional – that you are most proud of?

I had the honor of being recognized in 2009 by Key Bank and the National Association of Women Business Owners as one of the top 10 women business owners in Northeast Ohio.

Tell us something interesting about your life outside of volunteering.

I have two sons the oldest of whom is a Royal Canadian Mounted police officer in Vancouver, British Columbia and the younger one is a film maker and producer in Toronto, Canada.

Do you have hobby or hobbies?

I am an avid gardener. From now until it snows, my hands will remain in the dirt. Ha! I have loved being a volunteer with both my dogs and look forward to many more years doing what I love.

Meet an Ambassador - Judy Lester

Nurturing Hands Volunteers: Offering Encouragement to the Tiniest Patients A group of compassionate and caring volunteers offer their Nurturing Hands to hold, rock, provide comfort to and sing to infant on the Neonatal Intensive Care Unit (NICU).

More than a dozen volunteers support the NICU 7-days per week, covering a 2 or 3 hour shift in the morning, afternoon and early evening.

Being a Nurturing Hands volunteer is a rewarding experience. Volunteer Kat comments, “There is nothing more special than when you hold this tiny little human whose first exposure to life has been filled with so many challenges.”

Volunteer Nina says, “The biggest reward is knowing that by holding and rocking these babies we play a vital role in their growth, health and survival. All babies need security and human touch in order to thrive.”

Parents of these tiny babies often comment on the comfort it brings to them knowing their child is in the care of a dedicated volunteer. When parents are unable to visit the NICU regularly, volunteers are present to offer a friendly voice or human touch.

The happy stories of NICU babies are of those tiny ones who beat tremendous odds. Kat shared a story of a baby who loved to giggle and tightly grip her finger. Over the course of time, she had the pleasure of meeting the baby’s mother and sibling. In the week that followed the baby being discharged home, a caregiver showed a picture of the baby at home, with a big smile.

It is stories of these miracle babies that make volunteering meaningful.

Contact UsDo you love volunteering and have friends or family members who may be interested? Please encourage them to contact us through one of the following:

• Email: Send us a note at Volunteer@ccf.org

• Phone: Give us a call at 216.445.6986

• Internet: Check out our website at http://www.clevelandclinic.org/volunteering

Joint Commission Review

Q: The Joint Commission is responsible for accreditation and certification?

A: True

At some point during your volunteer service you may be notified of the presence of the Joint Commission’s at your volunteer site. They’ll be there to conduct an on-site survey which must be accomplished at least once every three years.

Founded in 1951 the Joint Commission is an independent, not-for-profit organization located in Chicago. It is the nation’s oldest and largest standards-setting and accrediting body in health care and is considered to be the most important. It seeks to continuously improve health care for the public, by evaluating health care organizations and inspiring them to excel in providing safe and effective care. The Joint Commission does this for more than 20,500 health care organizations and programs in the United States including hospitals, nursing homes and home health care agencies.

National Volunteer Celebration 2015

Various Award Recipients

4,000 Hours Award Recipients Most Hours Award Recipient -Main Cookie Phillips

Canine Caregivers of Year Winner Larry Wolf (and Archie)

Delos Cosgrove, MD Patients First Award Ethel Blair

2013 Humanitarian Award Winner Leonard LoPorto

Humanitarian Award Winner Ryan Grahovac