Volunteer Orientation Handbook

Purpose: To ensure that all volunteers and VolunTeens are orientated to the standards

of Northside Hospital Forsyth’s policies to feel informed and safe during their volunteer

experience.

Policy: Every participant is required to complete and sign the Orientation Checklist

upon completion of the orientation session. Orientations will be held at least once a month or

by special request.

Volunteer and VolunTeen Orientation

Mission Statement of NHF Hospital

Northside Hospital is committed to the health and wellness of our community. As such, we

dedicate ourselves to being a center of excellence in providing high-quality health care.

We pledge compassionate support, personal guidance and uncompromising standards to

our patients in their journeys toward health of body and mind. To ensure innovative and

unsurpassed care for our patients, we are dedicated to maintain our position as regional

leaders in select medical specialties. And to enhance the wellness of our community, we

commit ourselves to providing a diverse array of educational and outreach programs.

Using This Handbook

This handbook is intended to give you important information that will enhance your experience

and as a reference guide for new and current volunteers of Northside Hospital Forsyth. All

Volunteers and VolunTeens are encouraged to review this information at the beginning of their

volunteer service and on a regular basis during their service.

If you have questions concerning any of the information outlined in this handbook, please

notify Volunteer Services staff, 770-844-3587.

Mission Statement of NHF Auxiliary

Northside Hospital Forsyth provides compassionate support and quality service to patients,

families, staff and visitors, as well as funding for special projects, which benefit the

hospital.

Dear New Volunteer/VolunTeen,

Thank you for your interest in becoming a volunteer at Northside Hospital Forsyth. As

you begin the onboarding process, you are preparing to be a member of one of the most

trusted and distinguished healthcare organizations in Georgia. Staff members and

volunteers collaborate to play an important role in providing outstanding, quality

healthcare to patients and our community. We have many volunteers that donate their

time and talents to improve a patient’s healthcare experience and we are thrilled that

you have considered joining our ranks.

There are many deserving opportunities for service in north Georgia, and I am humbled

by the variety of reasons that bring volunteers to serve at our hospital. Our hope is that, should you choose

to volunteer with the Northside Hospital Forsyth Auxiliary, you will have a rewarding experience as you

impact the culture of our organization through your service. I look forward to working with you and am

devoted to providing the support you need to have a rewarding experience with NHF.

At your service,

Paula Malmfeldt

Coordinator of Auxiliary & Community Engagement (CA/CE)

Welcome

NHF Administrative Management

NHF Auxiliary Officers and Committees

History of Northside Hospital Forsyth

On July 6, 1970, Northside Hospital opened its doors and treated its first

patient. The 288-bed acute care hospital, located

approximately 15 miles north of Downtown Atlanta, boasted 80 physicians

and 400 employees.

Today, Northside is one of Georgia’s largest and most respected health care delivery

systems, with five full-service hospitals in Atlanta, Cherokee County, Forsyth County and Gwin-

nett County more than 240 outpatient service locations across the state.

Across the Northside Hospital system, more than 3,500 physicians and 21,000 employees serve

more than 3 million patient visits annually across a full range of medical services. Each of

Northside’s hospitals has earned The Joint Commission’s Gold Seal of Approval™ for health care

quality, receiving Disease-Specific Care Certifications in multiple specialties.

Northside Hospital Forsyth continues to expand and add services to meet the ever-growing

healthcare needs of Forsyth County and its surrounding communities. Forsyth now has 389 in-

patient beds. Northside Hospital has distinguished itself among the very best maternity and

newborn hospitals in the country. The Women’s Center at Northside Hospital Forsyth rivals the

nationally acclaimed Women’s Center at Northside-Atlanta, and offers comprehensive services

for labor and delivery, neonatal care, high-risk perinatal diagnostics, parenting and newborn

classes and lactation consultation to Forsyth County. Peace of mind, convenience, and the lat-

est technologies and facilities are just some of what Northside Hospital Forsyth has to offer the

History of Northside Hospital Forsyth Auxiliary

On February 21, 1958 the Forsyth County Hospital Auxiliary was organized.

The Hospital Administrator, Mr. Bruce Boggan and the Director of Nurses,

Mrs. Sara Blackwell met with approximately eighteen women to assist in or-

ganizing the Auxiliary.

One of the first projects of the Auxiliary was to assist with Red Cross Blood

Drives. The members provided refreshments, including homemade snacks, and volunteered to as-

sist with such tasks as registering donors, arranging and labeling the blood collection bags and

taking blood pressures.

The hospital Gift Shop opened in 1980. Over the years, in addition to the volunteer services

afforded the hospital, the Auxiliary provided funds for Scholarships and Endowments. The

Auxiliary also purchased many items needed to assist the patients in the hospital.

Since its inception, the Auxiliary has undergone several name changes due to changes in

hospital ownership. In 1986, the auxiliary became the Lakeside Community Hospital Auxiliary, in

1993, the Auxiliary became Baptist North Hospital Auxiliary, and in 1999, Baptist Medical

Center Volunteer Auxiliary.

In October 2002, Northside Hospital Atlanta purchased Baptist Medical Center and changed the

name to Northside Hospital Forsyth. Since the purchase, there has not been one day that some

kind of construction was not going on throughout the campus.

History of Northside Hospital Forsyth and Auxiliary

Joint Commission National Patient Safety Goals and Mission

To continuously improve health care for the public, in collaboration with other

stakeholders, by evaluating health care organizations and inspiring them to excel in

providing safe and effective care of the highest quality and value.

 The hospital is accredited by The Joint Commission. The Joint Commission is an

Independent, not-for-prot organizaon that accredits and ceres nearly 21,000 health

care organizaons and programs in the United States.

 The Joint Commission accreditaon and cercaon is recognized naonwide as a

symbol of quality that reects an organizaon’s commitment to meeng certain

performance standards. The Joint Commission visits the hospital and conducts a

reaccreditaon survey tri-annually.

 Evidence that individual's knowledge and experience and competence are appropriate

for his or her assigned responsibilies.

 To maintain a constant state of readiness, all volunteers must be aware of the

following:

 Paent Condenality

 Personal Privacy

 Paent’s Bill of Rights

 Security of Property

 Health Insurance Portability and Accountability (HIPAA)

 Joint Commission Naonal Paent Safety Goals

 Hand Hygiene

 Standard Precauons

Patient Privacy, Rights, Ethical Concerns & Confidentiality

Paent Privacy

 Never discuss paent informaon

 No informaon regarding a paent is to be discussed outside the hospital

 Volunteers are bound by law to observe paent’s rights to condenality

 Violaon of condenality is grounds for dismissal

Paents’ Rights

 Be respecul and culturally sensive

 Do not allow others to speak for a paent when there are language/communicaon issues

 Get an interpreter

 Do not behave or make comments that could be construed as discriminatory or harassing

 Report any domesc violence, abuse or neglect you observe

 Follow paent safety goals

Ethical Concerns & Corporate Integrity

 Northside Hospital has a corporate compliance program

 Corporate Compliance Program

 Address ethical concerns to the Corporate Compliance Line

(Number available in the Volunteer Oce)

 Calls may be made anonymously

 Calls may be made 24 hours a day

Naonal Paent Safety Goals

The purpose of the Naonal Paent Safety Goals is to improve paent

safety. The goals focus on problems (which should be reported

immediately) in health care safety and how to

solve them.

 Idenfy paents correctly

 Improve sta communicaon

 Use medicines safely

 Use alarms safely

 Prevent infecon

 Idenfy paent safety risks

 Prevent mistakes in surgery

Non-Harassment, Discriminaon and Retaliaon Policy

Northside Hospital expressly prohibits discriminaon, harassment and retaliaon based on race, color, sex,

religion, creed, naonal origin, disability, age veteran’s status or any other category protected by law. Improper

interference with the ability of the other employees to perform their expected job dues is also prohibited.

Northside Hospital will not tolerate any actual or aempted reprisals or retaliaon against an employee who

raises a sincere and valid concern that this policy has been violated.

Northside Hospital takes all allegaons of discriminaon, harassment and retaliaon very seriously and is rmly

commied to ensuring a workplace free of those discriminatory acvies. Anyone engaging in discriminaon,

harassment, or retaliaon is subject to disciplinary acon up to and including discharge.

The Auxiliary does not tolerate harassment of any kind. In the case of harassment, correcve acon cannot be

taken unless the proper people have been informed. Any Volunteer who feels mistreated in this manner is urged

to contact the Coordinator Volunteer Services immediately for assistance.

Patient Privacy, Rights, Ethical Concerns & Confidentiality

Condenality

 Never discuss paent informaon

 No informaon regarding a paent is to be discussed outside the hospital

 Volunteers are bound by law to observe paent’s rights to condenality

 Violaon of condenality is grounds for dismissal

Security Management

Security

 There is 24 hour Security on this campus

 Telephone: Emergency (using an in-house phone) 54321

 Report Emergency or ask for escort: 770.844.3444 or using an in-house phone— 43444

 Security will escort you to your car and provide Vehicle Assistance upon request

 Code One – Security is needed immediately for a Combave Person or Paent Restraint Assist

 Secure your personal belongings in your vehicle or if available in your assigned work area

Fire Safety and Emergency Codes

Volunteers should always follow directions from the staff in their area

—

—RescueRescue

—

—AlarmAlarm

—

—ContainContain

—

—ExtinguishExtinguish

—

—PullPull

—

—AimAim

—

—SqueezeSqueeze

—

—SweepSweep

—

—FireFire

—

—RespiratoryRespiratory

—

—EngineeringEngineering

—

—Safety OfficerSafety Officer

—

—House CoordinatorHouse Coordinator

Code Amber—Missing or Kidnap Child

Code Black—Bomb Threat

Code Blue—Cardio-Pulmonary Arrest

Code Brown—Evacuaon

Code Clean—On-Site Hazmat Spill

Code Dry—Water System Failure

Code MCI—Mass Casualty Incident

Code Orange—Hazmat Decon

Code Pink—Missing/Abducted Infant

Code Purple—Missing/Wandering Paent

Code Red—Fire

Code Silver—Acve Shooter

Code White—Snow/Ice Event

Tornado Watch — Prepare

General Safety Management

Wheelchair Safety

 Place wheelchair close to the paent

 Make sure chair is locked and foot pedals are up

 Stand close alongside of wheelchair to assist paents

 Move slowly

 Back into elevators and down ramps

 Push wheelchairs up inclines

 Person picking up paent – put vehicle in park and let them assist the paent into the car

 Clean the wheelchair aer each use by following the proper procedure for cleaning the chair.

Wheelchair Cleaning

• Use provided cleaning wipes for cleaning

• Wipe down wheelchair completely aer each use

Transporng Paents

 You will not be asked to transport paents in isolaon

 If you are called to an isolaon room, please nofy the sta immediately

• Do not transport paent with IV or other equipment without sta assistance

• Back into elevators and down ramps

• Move slowly

• Push wheelchair up inclines

 If you are uncomfortable transporng any paent, please ask an employee for assistance

 VolunTeens must be accompanied by a sta member or volunteer to transport paents

Body Mechanics and Safety

Li and Lower

 Get close to the object before liing

 Li with your legs – not your back

 Do not push objects, pull

 Do not twist with a load – pivot your feet

 Balance – spread feet for support

 Ask for assistance, if needed

Infection Control

Universal Precauons are ulized by health care facilies naonwide. These procedures treat all

paents as though they have an infecon of some kind. Employees use protecve clothing, gloves,

face masks, etc., because they interact with body uids. Volunteers are asked to protect themselves

by using “proper hand washing”, never aempng to clean any kind of body uid, staying home

when sick and never entering a paent room marked “isolaon”.

Hand Hygiene

Hand Hygiene is the single most important and most eecve way of prevenng the spread of

infecon.

 Use water, soap and fricon. Wash for 20 seconds. Wash all areas of your hands and rinse well.

 Use towel to turn o faucets and to open the door

 Use alcohol-based hand sanizer throughout the day

 Make sure the hand sanizer works, rub hands together unl sanizer is dry , do not wipe it o

 Even if you have had on gloves, they are no substute for handwashing.

Volunteers should wash their hands before and aer paent contact, whenever visibly soiled with

infecve material, aer using the toilet, before and aer eang, aer wiping eyes and noses and

aer applying cosmecs. Volunteer are must be clean.

If you have had fever, voming or diarrhea you need to be symptom free for 24 hours before

returning to volunteer. If you have had pink eye you need to be on your medicaon for 24 hours

before returning to volunteer.

Infection Control

Spread of Infecon & Infecous Materials

•Infecons can spread by

•Not using appropriate handwashing

•Sneezing and coughing

•Airborne

•Do NOT come to work if you are ill

•Red bags/boxes are used for Infecous Waste

Bodily Fluid Exposure

•Get immediate treatment from hospital sta

•Wash aected area

•Report to Employee Health for assistance

•Nofy your supervisor and Employee Health or Coordinator of

Volunteer Services

•Complete an Employee/Volunteer incident report

•On weekends, call the operator for hospital supervisor or security

•Go to ER ONLY if it is an extreme emergency

Wearing Eye Protecon

 Eye protecon is recommended for all paent/visitor encounters

 Eye protecon is reusable and should be assigned to one healthcare worker

or volunteer

 It should be reused unl damaged, torn, or unl visibility is compromised

 Eye glasses and contacts are not considered eye protecon

 Only one form of eye protecon should be worn at a me

Face Masks Required

Mouth and nose are required to be covered

Worn for enre shi except when eang/drinking

Must be hospital approved mask

To prevent infecon and to slow transmission of COVID-19, do the

following:

 Wash your hands regularly with soap and water, or clean them with alcohol-based hand

sanizer

 Maintain at least six feet distance between you and people coughing or sneezing

 Avoid touching your face

Most Important Numbers...

Thank you for volunteering at Northside Hospital Forsyth

Monday-Friday, 9a.m. - 5 p.m.

Closed Holidays

*Hours may change based on

volunteer availability.

GIFT SHOP

CAFETERIA HOURS

BREAKFAST, 7:00 A.M.—10:00 A.M.

LUNCH, 11:00 A.M.—2:00 A.M.

DINNER, 4:30 P.M—8:30 P.M.

Phone Directory

Coordinator of Auxiliary &

Community Engagement (CA/CE)

Paula Malmfeldt

770-844-3587

Gift Shop Manager

Julie VanWagenen

770-844-3297

Chaplain -

770-201-0881

(enter call-back

number after the

tone)

Main Switchboard

770-844-3200

Security (Non-Emergency Only)

Security (Emergency Only)

770-844-3444

54321

Employee Health

770-844-3722

Volunteer Office

VolunTeen Coordinator

770-844-3430

770-844-3390

WWW.NORTHSIDEFORSYTHAUXILIARY.COM

 Free Hospital Interpretaon Services

 In-house Spanish interpreter

–Mon-Fri 7:30a-3:00p / Ext. 43548

 Interpreter request system on NSH Intranet

 Agency interpreters

 Telephone interpretaon

–Call ext. 43500

 Video remote interpretaon via iPad

 American Sign Language Interpretaon

INTERPRETATION SERVICES

Volunteer Requirements

Dues

On October 1 of each year, the Auxiliary Treasurer collects annual dues of $12.00. The

Treasurer will send an email to all volunteers as a reminder to pay their dues.

ID Badge

ID badges are required of all volunteers while on duty. Should you lose your badge, contact the

volunteer office.

A replacement badge will be at your expense. The current price is $10.00.

Health Screening

Health screening is required for each Volunteer and updated annually.

Uniforms

All active members will wear the approved uniform of the Auxiliary when serving at the Hospital.

Uniforms for both men and women include:

 a choice of a royal blue vest or knit polo shirt with the Auxiliary logo

 blue vests must be buttoned and Jackets zipped

 black slacks or skirt (no leggings, capris, or blue jeans) and closed heel and toe shoes

 socks or stockings should be black or natural color

 black or white long or short-sleeved blouse/shirt

 black or white unadorned turtleneck or sweater may be worn for warmth

 logo t-shirts are NOT allowed

 Your uniform must be clean and your appearance well groomed

Eating & Drinking While Volunteering

All food and beverages must be consumed in the cafeteria or a designated break room. The only

exception during your volunteering is a water bottle.

No Smoking

As a healthcare organization, we have an obligation to provide a healthy, tobacco-free

environment for our patients, visitors, facility, staff and students. Our healthcare facilities and the

entire Northside Hospital Forsyth campus are tobacco-free. All buildings are smoke-free; the

tobacco-free policy applies to all areas surrounding buildings, including sidewalks and parking

lots.

NHF IS A NO SMOKING CAMPUS.

Cell Phone

 Put your phone on mute or vibrate while on duty

 In case of emergency, please move to a waiting room to make/take your phone call

 Taking pictures of patients are prohibited.

Volunteer Requirements

Continued

Steps to Change an Assignment or Adding a new or additional placement

 Fill out a Volunteer Status Change Form which is located in the volunteer office

 Submit this form to VP of Membership. Once the change is completed, the VP of

Membership will contact you about the new or additional assignment

 VP of Membership or Coordinator of Volunteer Services must complete all changes

Leave of Absence (LOA)

Volunteers who need to be away from their assignments for a period of time (3 or more

weeks) are placed on a Leave of Absence (LOA). The correct procedure for submitting a

LOA is:

1. Fill out a Volunteer Status Change Form located in the Auxiliary office

2. Inform your Team Leader and Department Head of the absence and expected return

date

3. Attempt to find a substitute to fill the position during the absence, and provide the sub’s

name to your Team Leader. If the Volunteer finds a substitute, then the positon will be

held for that Volunteer upon return from LOA. If the Volunteer does not find a substitute,

the Team Leader will secure a sub. In that case, upon return from LOA the Volunteer

may be assigned to another department/position

4. Turn in your ID badge and access card (if assigned) to be returned when the LOA ends

5. The Volunteer’s sign-in access to Volgistics will be deactivated during the LOA period

6. The LOA volunteer will continue to receive emails during the absence unless the person

requests to be removed from the automated distribution list

7. While on LOA, Volunteers are encouraged to keep the Auxiliary office updated on their

status

8. Procedure for returning from LOA:

a. Notify the Auxiliary office to discuss the return date and placement

b. Volunteers on medical LOA must submit a clearance letter from their doctor to

Employee Health

c. Check to make sure your Medical Clearance information has not expired

d. Pay your annual dues if expired

9. A Volunteer may not be on LOA for more than six months during the year, unless there

are extenuating circumstances and the Coordinator of Volunteer Services approves a

longer absence

Resigning from the Auxiliary

If you resign from the Auxiliary, please stop in the Auxiliary office to fill out the Volunteer

Status Change Form. It is the hospital procedure for all inactive volunteers to return their ID

badges and access cards if assigned

Volunteer Requirements

—

Continued

Dismissal of Volunteers

1. Volunteers who do not adhere to the rules and procedures of Northside Hospital Forsyth

or who fail to or are not capable of satisfactorily performing their volunteer assignments may

be dismissed. The dismissal of a member may be requested upon the recommendation of

the Coordinator Volunteer Services, a member of the Auxiliary’s Executive Board, or a Hospi-

tal representative.

2. When a problem exists, a consultation shall take place with the Coordinator, Volunteer

Services, the Volunteer Auxiliary President or her/his representative, and supervisory staff,

where appropriate.

3. Dismissal of a Volunteer shall be a last resort, applied only when other available and ap-

propriate approaches have been attempted and failed.

4. Grounds for dismissal may include but are not limited to:

-Gross misconduct or insubordination;

-Being under the influence of alcohol or drugs while performing volunteer assignment;

-Theft of property or misuse of hospital and/or Auxiliary funds, equipment, or

materials;

-Lies or falsification of records;

-Illegal, violent or unsafe acts;

-Abuse, mistreatment, discrimination, or harassment;

-Conflicts of interest that may result in monetary benefits to the volunteer or a relative

thereof;

-Failure to abide by Hospital policy or procedure (i.e., smoking on campus)

-Failure to abide by Auxiliary policy or procedure (i.e., serving minimum hours per

year, paying dues, completing annual medical evaluation)

-Unwillingness or inability to support and further the mission of the organization and/or

the objectives of the program

-Complaints from Hospital employees about a volunteer seeking employment

Employee Health Services

The goal of Employee Health Services is to promote and ensure the health of all employees,

and to provide a safe working environment for our staff and Auxiliary members as well as for

our patients.

Medical Evaluations—In addition to performing the preplacement medical evaluation,

Employee Health Services will also screen volunteers on an annual basis for tuberculosis.

Employee Health offers at no cost volunteers, vaccinations for Hepatitis B, Varicella, Measles,

Mumps, Rubella and Influenza, if indicated.

INJURY—If you sustain an injury while on duty, you should follow proper reporting

procedures with your immediate Staff member and Coordinator of Volunteer Services.

Thereafter, the Employee Health Department will coordinate your medical treatment with you.

hps://www.volgiscs.com/ex/touch.dll/?FROM=267091&pw=828858440

Complete Auxiliary By-Laws and Policies and Procedures

documents are available in the volunteer office.

Tracking Your Service

Each time you volunteer, it is very important that you track your Auxiliary ser-

vice hours by signing in and out on the computerized system in the Volunteer

Services Office, behind the main Information Desk or by using the link below

on your cell phone. This allows us to track your entire service while you vol-

unteer with us.

Your log in ID will be the last 4 digits of your phone number. Some

Policies & Procedures

Policies & Procedures are subject to change at the discretion of the

Auxiliary Board

 Credit Union Access

 Pharmacy Discount

 Gi Shop Discount

 Scholarships

 New Friends

 Tax Deducons

 Complimentary Meal up to $10.00 for every 4

hours worked. 1 item in each category:

 Entrée (pizza, large salad, soup, sandwich,

wings, burger, rice/pasta bowl, etc.,

 Side: small/side salad, fries, onion rings,

fruit cup, etc.

 Drink: Use cups at soda fountain only. Or

visit Auxiliary Oce for free boled water.

 Free Flu Vaccine/Medical Screening

 Recognion Award Pins

 Luncheons

 Open Board Meengs (1st Tuesday of each

month)

VOLUNTEER BENEFITS

NHF Auxiliary Observed Holidays

 New Year’s Eve & New Year’s Day

 Memorial Day

 Independence Day

 Labor Day

 Thanksgiving

 Christmas Eve & Christmas Day

 If you are scheduled on a NHF Holiday, you are not

required to volunteer on that day.

Inclement Weather Days

 If schools are closed due to inclement weather in Forsyth County,

volunteers are also encouraged to stay home.

The Northside Hospital Forsyth Auxiliary honors Volunteers by awarding service pins based on hours of service

rendered and on the number of years completed in increments of ve years. Pins also are awarded to Board

members at the me of their installaon, and to Past Presidents at the conclusion of their tenure.

Pins are awarded to Volunteers for 100, 300, and 500 service hours completed and thereaer in 500 hour

increments.

Pins are awarded for years of service in increments of ve years (i.e., ve, ten, een, etc.). A year

consisng of at least 100 hours is counted and credited towards this service award. These need not be

consecuve years.

SERVICE PINS

Volunteer/VoluntTeen provided Orientation Handbook Date: ______________

SIGNATURE OF VOLUNTEER/VOLUNTEEN

SIGNATURE OF COORDINATOR OF VOLUNTEER SERVICES OR DESIGNATED TRAINER

Reviewed

 Orientation Purpose & Policy

 Management

 Auxiliary Officers, Committees &

Assignments

 History of Hospital & Auxiliary

 The Joint Commission

 Policy & Procedures

 Patient Privacy Rights, ethical

concerns & confidentiality

 Competency Evaluation

 Security Management

 Fire Safety & Emergency Codes

 General Safety Management

 Infection Control

 Map of Northside Hospital Forsyth

Campus

 Phone Directory

 Volunteer Requirements

 Volunteer Benefits

 Service Standards

Print Name ______________________________________________

Signature ______________________________________________ Date:________________

Print Name _______________________________________________

Signature ______________________________________________Date________________

Name:

Start

Date:

Position:

Team

Leader:

Schedule: Day of week: ______________ Time of Day: ___________________

Northside Hospital Forsyth Auxiliary

Volunteer/VolunTeen Orientation

Checklist

Print Name: ____________________________________ Signature of Designated Officer: __________________________________

Signature: ______________________________________ Date signed by Officer: _____________________________

Date: ______________________