Director, Volunteer Services

Job Title: Director, Health Care Services & Advanced Health Care Planning (a.k.a.: Director, Volunteer Services)

About City of Hope

City of Hope, an innovative biomedical research, treatment and educational institution with over 5,000 employees, is dedicated to the prevention and cure of cancer and other life-threatening diseases and guided by a compassionate, patient-centered philosophy.

Founded in 1913 and headquartered in Duarte, California, City of Hope is a remarkable non-profit institution, where compassion and advanced care go hand-in-hand with excellence in clinical and scientific research. City of Hope is a National Cancer Institute designated Comprehensive Cancer Center and a founding member of the National Comprehensive Cancer Network, an alliance of the nation's 20 leading cancer centers that develops and institutes standards of care for cancer treatment.

Position Summary:

Lead strategic planning, direction and implementation of Volunteer Services, Advance Health Care Planning within the medical center. Engage and energize staff and volunteers to provide extraordinary services to support patient and family centered care.

Provide leadership to the Department of Supportive Care Medicine and the Institution at the Director level; develop strategic plans, define Department's goals, serve as a liaison to Department work teams, lead staff in Staff l Leadership and High Performance Team model and City of Hope Engagement Initiatives. Develop, implement, evaluate and supervise City of Hope's Advance Health Care Planning program. Identify unmet needs of patient and families and staff by collaborating and building partnerships with staff throughout COH to design programs to enhance the quality of the patient experience, support physicians and other health care professionals and increase the effectiveness of services while creating cost efficiencies.

Essential Functions:

Volunteer Services Management

Oversee the recruitment, screening, training, placement, evaluation, continuing education and recognition of volunteers. Establish policies and procedures to ensure compliance with the local, state, federal policies and the Joint Commission. Lead, coach, engage and supervise staff. Manage administrative tasks including API time-keeping, purchase orders, contracts; develop and monitor budget. Serve as a liaison and lead work groups of the Patient and Family Advisory Council. Create, develop, implement and evaluate new Volunteer Services programs by using the wide array of skills of volunteers to improve the patient experience while focusing on areas requiring improvement in patient satisfaction resulting in patient and family centered care and creating efficiencies in the medical center.

Advance Health Care Planning

Direct the development, implementation and evaluation of a year round Advance Health

Planning for City of Hope Develop a marketing campaign in cooperation with the Marketing Department. Improve systems, strategies and processes to increase the total number of Advance Care Directives completed. Ensure that goals of the Biller Family Foundation are met for two year grant in conjunction with Physician Liaison and Advance Care Navigator Notary Lead, implement and evaluate the redesign of how to best meet the needs of patients with notary program. Identify ways to support and include family members and Health Care Decision Makers.in supporting patients' wishes and understanding the role of the designated Health Care Decision Maker. Build relationships with key stakeholders to overcome barriers to maximize opportunities in support of Advance Health Care Initiative. Provide training, mentoring and supervision of Patient Navigator, Notary and other City of Hope Advance Health Care notaries. Develop tools and systems and roll out to promote Advance Care Directives. Create and inspire staff to develop, implement and evaluate new inter-division/department collaborations to promote excellent patient centered care; which will result in the increase of completed Advance Directives.

Department of Supportive Care Medicine Leadership

Actively engage in and contribute to Senior Management team to ensure effective systems to track and evaluate department progress so that it can be communicated to the DSCM staff and internal and external constituents. Model Staff Leadership mode, HPT behavior and promote staff engagement. Expand local revenue generating activities to support existing programs and build new programs; build new partnerships in new markets, establishing relationships with funders. Communicate the successes of the local program as a model for regional and national replication; actively represent the DSCM throughout COH and the community. Create partnerships with both internal and external constituents and garner new opportunities to make the DSCM the best program of supportive care services in the world.

Follows established City of Hope and department policies, procedures, objectives, performance improvement, attendance, safety, environmental, and infection control guidelines, includingadherence to theworkplaceCode of Conduct and Compliance Plan. Practices a high level of integrity and honesty in maintaining confidentiality.

Performs other related duties as assigned or requested.

The position directly supervises:

The position directly supervises: Sr. Administrative Support, Volunteer Coordinator and Patient Navigator, Notary

The position indirectly supervises: 300 volunteers annually

Position Qualifications:

Minimum Education:

  • Bachelor's Degree in Health Care or in health related field.

Minimum Experience:
  • Ten or more years at the Director level working in a medical center/health care setting and interacting collaboratively with medical teams.
  • Experience working with diverse patients/volunteers. Ability to develop, implement and evaluate programs and develop and execute strategic plans based upon institutional goals.

Required Courses/Training:
  • Volunteer Management, Program and Leadership Development

Preferred Experience:
  • Knowledge of oncology, health care, volunteer management, program development

Skills/Abilities:
  • Supervisory, managerial and leadership/volunteer management/program development, implementation and evaluation.

Machines/Equipment:
  • Microsoft Word
  • Outlook or other email application experience
  • Microsoft Excel, preferred
  • Microsoft PowerPoint, preferred
  • Internet proficiency

Working / Environmental Conditions:
  • Work primarily in office and medical setting. Frequent meetings & walking to meeting sites required.

Physical Demands:

Standing, walking, lifting under 15 lbs.

City of Hope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.


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