Comprehensive Cancer CenterVolunteer Orientation

Volunteer Services

WELCOME!

It is a pleasure to welcome you to the U-M Comprehensive Cancer Center family.

Our volunteers play an integral role in the services we provide to the patients and families. Every member of the healthcare team has a specific role in maintaining the high quality of care that distinguishes the U-M Comprehensive Cancer Center. Each patient with whom you come in contact may judge his or her experience at the Cancer Center by the standards you set. It is extremely important for all of us to be responsive to the needs of the patients, in everything we do in our continued effort to provide “superior and compassionate care”.

As a member of the Cancer Center’s Volunteer and Community Resources Program, you become a valued member of our team. You contribute your unique talents, skills and knowledge of our community to provide personalized attention to patients and help us educate the public about our Center and its mission. We appreciate your service and trust you find your work rewarding.

Volunteer Services

ORIENTATION GOALS

• Expand on UMHS Volunteer Orientation with information specific to U-M Comprehensive Cancer Center (CCC)

• Describe the mission of the U-M Comprehensive Cancer Center, Patient & Family Support Services (PFSS) and the UMCCC Volunteer Program

• Review responsibilities of volunteers

• View Highlights of the Comprehensive Cancer Center

• Clarify Cancer Myths & Facts

• Provide tips and resources to help you be successful as a volunteer

Volunteer Services

ABOUT THE CCC

As a CCC Volunteer, you are joining one of our country’s leading cancer institutions. Our center has earned the added designation of “comprehensive”. This means that the National Cancer Institute has elevated Michigan into an elite group of only 41 centers nationwide.

Our center is also a member of the National Comprehensive Cancer Network, a consortium of 21 premier cancer centers. Our goal is to develop national guidelines to ensure delivery of high-quality, cost effective services to cancer patients across the country.

For more information on NCI requirement guidelines www.mcancer.org

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CCC STRUCTURE

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COMPREHENSIVE CANCER CENTER

CLINICAL OPERATIONS RESEARCHVOLUNTEER

PROGRAM

CCC DIRECTOR

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Eric Fearon, M.D. Ph.D.

CLINICAL OPERATIONS

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CCC MISSION

As a national leader in patient care, cancer research and education, the University of Michigan Comprehensive Cancer Center is committed to the conquest of cancer through innovation and collaboration between scientists and clinicians to achieve:

• Superior and compassionate patient care through a multidisciplinary approach

• Scientific and technological innovation in cancer research, prevention, control and treatment

• Excellence in training cancer researchers and health care providers

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VOLUNTEER SERVICES MISSION

Providing compassionate, quality service to our patients and families, as well as supportive services to Cancer Center staff

Providing opportunities to volunteers for personal growth, skill development and meaningful service

Promoting community interest and understanding of the U-M Comprehensive Cancer Center

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CCC FACTS

The top five cancers diagnosed and treated at U-M: • Melanoma • Breast cancer • Prostate cancer• Blood cancers • Lung cancer

The U-M Comprehensive Cancer Center regularly reports on advances in the research and treatment of cancer.

To read about our accomplishments throughout the year, visit mcancer.org/newsroom

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LEADING IN THE CONQUEST OF CANCER

Since the UMCCC was established in 1986, the cancer landscape has dramatically transformed. We’re working toward targeted, personalized therapies to more effectively fight cancer, resulting in better cures without difficult side effects.

As we continue to improve treatments, more people are surviving cancer and it’s clear that social and psychological support must be a part of care. The CCC continues to respond to all of these challenges.

The role of a volunteer plays a large role in the success of the CCC.

Volunteer Services

MULTIDISCIPLINARY TEAM

Just as the CCC pursue a multidisciplinary approach in treating cancer, we take the same approach when supporting patients during treatment. That means a patient’s support team includes not only the finest doctors and nurses, but cancer specialists in psychology, social work, art therapy, music therapy, spiritual care, nutrition, finance and countless other areas.

This support is fully integrated into the patient’s treatment plan because cancer afflicts not only organs of the body, but the whole person and the whole family.

Volunteers can assist in informing patients and families of the additional services offered.

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ADDITIONAL SERVICES

CCC is one of the most comprehensive programs in the nation

CCC currently offers Patient and Family Support Services that include: • Psych/Oncology – Staff of professionals who address the social,

emotional and spiritual needs associated with cancer

• Complementary Therapies – Art Therapy, Music Therapy ,Guided Imagery, Families Facing Cancer

• Practical Assistance Center –(PAC) Support with such needs as Financial Services, Social Work and Patient & Visitor Accommodations

• Patient Education Resource Center- (PERC) a library which houses a variety of educational materials for patients to borrow

• Grief and Loss Program Support and Educational Programs

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ITEMS TO AVOID

• Offering opinions on a diagnosis or health care service • Providing recommendations or opinions on physicians • Judging the quality of medical care given • Providing counseling services • Gossiping about patients, staff or other volunteers • Conducting private business • Engaging in representation (do not claim to represent U-M in transactions, opinions, etc.) • Violating patient confidentiality…failure to protect confidentiality can lead to dismissal and legal action

*Regardless of your life experiences or profession outside of this volunteer position, all professional questions must be answered by the healthcare team.

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COMMON PATIENT REACTIONS

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MEDICAL EVENT POSSIBLE REACTIONSInitial Diagnosis •Crisis Reaction

Diagnostic Workups •Anxiety reactions to medical testing •Acute pain •Stress reactions

Medical Interventions (surgery, chemotherapy, radiation therapy)

•Acute pain related to treatments •Anxiety reactions related to pain, discomfort, and/or prognosis •Stress reactions •Anticipatory nausea and vomiting •Avoidance of treatment •Depression

Remission •Anxiety, hypochondria •Depression •Family strain

Terminal Illness •Chronic Pain •Anxiety reactions •Depression •Suffering •Family strain •Agitation

Bereavement •Anxiety reactions •Insomnia •Guilt reactions •Depression

TIPS, TOOLS & RESOURCES

The following information is provided to assist you in your role as a CCC Volunteer…

Volunteer Services

CUSTOMER SERVICE TIPS

Our customers are our top priority. Make an extra effort to greet everyone with a smile and positive attitude. It is everyone’s responsibility to ensure customer satisfaction.

• Smile!

• Introduce yourself to patients

• Help people who look lost

• Be aware that cultural background can influence the way people communicate, listen and speak

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MINDFULNESS

• Be sure to introduce yourself and explain your role to the patient/family

• When walking with patients/families be sure to walk with them and not ahead of them.

• Talk slowly and clearly

• Follow through with patients throughout their visit as appropriate

• Follow through with patients as necessary when shift changes

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EFFECTIVE COMMUNICATION

SOLVER Acronym

• Squarely Face the Other Person• Open Posture• Lean Forward• Verbally Follow• Eye Contact• Relax

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HELPFUL COMMUNICATION METHODS

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TECHNIQUE DEFINITION PURPOSE EXAMPLEReflecting Conveying to the upset

person their expressed thought and related

feelings.

To acknowledge that the message has been received by the helper.

Patient: “This just burns me up!”

“You sound angry.”Clarifying Attempting to

understand the meaning of the person’s

statements.

To reach a mutual understanding and to decrease distortions.

“I’m not sure that I fully understand what you mean. Can you please explain it again?”

Summarizing Developing a concise summary of the communication

To recall important points, promote

clarification and to bring discussion to a

conclusion.

You are upset about your husband, children and the time you have spent here.”

Informing Responding to questions with needed

information.

To make facts clear and to assist in building rapport.

“Your doctor will discuss that with you.”

Focusing Concentrating on specific feelings or

thoughts regarding a particular point.

To encourage the person to separate relevant data from

irrelevant data.

“You were talking about how you are feeling about…”

Straightforward Statement or

Questions

Statements of how person looks or

sounds. Done matter-of-factly. Followed by

an inquiry.

To keep communication open

and focus on person’s feelings

“You sound depressed. Is something troubling you?”

FACILITATING INTERACTIONS

• Refrain from sharing personal experiences or giving advice

• Be aware of a person’s physical and emotional space

• Encourage participation, but do not force anyone to share feelings or ask questions

• Refrain from exchanging personal contact information (phone #, email, Facebook etc.) and/or promising to keep in touch

Volunteer Services

GOOD LISTENING

• Limit your own talking

• Ask Questions

• Don’t interrupt

• Concentrate

• Take Notes

• Listen for Ideas…not just words

• Maintain Eye Contact

• Turn off your own worries

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WORK EFFECTIVELY WITH STAFF

• Ask questions when you are not sure

• Share pertinent concerns with the appropriate staff. Volunteers are encouraged to talk with their supervisor or the Volunteer Program Coordinator if they require clarification regarding their tasks or questions in general

• If a patient has questions about their specific diagnosis it is important to direct them back to their clinical team

• Volunteer feedback and suggestions are encouraged and should be directed to the CCC Volunteer Program Coordinator

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PART OF THE TEAM

• You are here to assist the patients and staff to make the experience of the patient smoother.

• Seek out patients who look lost or appear to be in need of assistance

• If you have downtime and walk by an area that looks in disarray take a few minutes to try and make it look cleaned up.

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CANCER MYTHS AND FACTS

You may have heard one or more of the following common cancer myths. Included are facts to assist in a better understanding of cancer…

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CANCER MYTHS AND FACTS #1

Regular checkups and today’s medical technology can detect all cancer early.

FALSE. Routine screening has clearly led to an impressive decrease in deaths for several cancers, including cervical, breast, and colon cancers. Although regular medical care can indeed increase our ability to detect cancer early, it can’t guarantee it. Cancer cells can grow anywhere in your body-often deep within it. Until the cancer reaches a certain size, there isn’t technology or an exam capable of detecting it. Scientists continue to work on ways of detecting it even earlier

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CANCER MYTHS AND FACTS #2

Everyone who has cancer does not have to have treatment.

TRUE. It’s up to the patient whether or not they want to have treatment. There are many reasons why a person might choose to forgo treatment if s/he has:

• A slow growing tumor

• Other medical conditions

• A late-stage cancer

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CANCER MYTHS AND FACTS #3

Cancer is contagious.

FALSE. No cancer is contagious. However, there are two known contagious viruses that may play a role in cancer of the cervix and liver. Human papillomavirus (HPV) is a sexually transmitted disease that can increase the risk of cervical cancer. Hepatitis C, a virus transmitted through the use of infected intravenous needles and sexual activity, can increase the chance of liver cancer.

Volunteer Services

CANCER MYTHS AND FACTS #4

Everyone with the same kind of cancer gets the same type of treatment.

FALSE. Cancer treatment is tailored to the patient. What treatment someone gets depends on where the cancer is, whether or how much it has spread, and how it is affecting your body functions and general health.

Volunteer Services

CANCER MYTHS AND FACTS #5

Treating cancer with surgery causes it to spread throughout the body.

FALSE. Specialists in cancer surgery know how to safely biopsy samples and to remove tumors without causing spread of the cancer. In many cases, surgery is an essential part of the cancer treatment plan.

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CANCER MYTHS AND FACTS #6

The risk of dying from cancer in the United States is increasing as the population continues to increase.

FALSE. The total number of people diagnosed with cancer is increasing, however the number of people dying from cancer has been steadily decreasing. More people with cancer are now living longer lives with a better quality of life, due to early diagnosis, and lifestyle changes.

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VOLUNTEERS DEALING WITH GRIEF

During the course of volunteer work at the CCC, you may experience grief at the loss of a patient. Please speak to your direct supervisor about what you are experiencing so that they can guide you with support. Also, feel free to contact the CCC Volunteer Program Coordinator to assist you in connecting with the resources that are available to you.

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MAPPING

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MAPPING

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THANK YOU!

We hope you have found this information beneficial whether you are a new or seasoned volunteer. Your time with us is appreciated immensely by patients, families and staff. You each make a difference in someone else’s day, no matter your role. Your dedication and skills strengthen our organization, supporting all aspects of the U-M Comprehensive Cancer Center. On behalf of the CCC, thank you for your kind and compassionate work.

Please access a very brief evaluation and let us know if this orientation was of use. Click here

If you are interested in additional opportunities to support the CCC mission, please see the CCC website at www.mcancer.org or contact the CCC Volunteer Program Coordinator.

Volunteer Services