BEING PRESENT
What is one thing a volunteer can offer a client that doesn't cost money or require any special skills?
Your presence.
You're concerned about your clients safety and/or wellbeing. Do you:
A. Keep the concern to yourself
B. Tell your spouse/friend
C. Share at the next volunteer meeting
D. Tell the appropriate hospice staff
D. Tell the appropriate hospice staff
True or False: “Being a compassionate volunteer means you should always say yes when your client asks you for something.”
False!
“Volunteers need to be comfortable talking about death.”
MYTH - Being willing to listen is often more important than knowing all the answers. Most of us are somewhat uncomfortable.
What are two qualities that can make someone feel genuinely heard?
Listening, eye contact, patience, curiosity, not interrupting, empathy, being present.
True or False: A successful visit should always involve lots of conversation.
False! Silence can be incredibly meaningful.
Your client asks: “How long do you think until I die?”
What do you say?
Don't speculate or provide medical information. Ask them questions and listen to their concerns. If appropriate, direct questions to the hospice/healthcare team.
Your client asks you to take them to a medical appointment with them. Can you go?
Yes, if approved for driving, you can take them. You can even attend their appointment to make notes, but you cannot offer medical opinion or advice.
“It's okay for a volunteer to admit, ‘I don't know what to say.’”
FACT! Sometimes honesty is much better than trying to come up with the perfect response.
Which is generally more helpful?
A. “Everything happens for a reason.”
B. “I'm here with you.”
B – “I'm here with you.”
Your client doesn't feel like talking today. Name two things you could do instead of trying to keep the conversation going.
Sit quietly, listen, look through photos, watch tv, play music, do a puzzle, read to them, have tea, go outside, etc.
Your client shares a fear about leaving their spouse alone and asks you not to tell their spouse. The spouse then shares concerns with you and asks you to keep it from your client to not burden them. What do you do?
Maintain individual confidentiality unless safety is of concern. Contact hospice for guidance if needed.
Your client starts calling you at non-visit times during the week to talk. What do you do?
Maintain that your regular visit time is when you will talk next. Contact the Program Coordinator.
“You should never laugh or joke with someone who is seriously ill.”
MYTH! Humour and laughter can be an important part of someone's life and connection.
A client tells you the same story for the fourth time. What is one possible reason they may keep telling it?
It is meaningful to them, they enjoy remembering it, they are processing something unresolved, they feel connected when sharing it, or they may simply enjoy telling the story.
A client starts crying during your visit. Which is generally the best response?
A. Quickly change the subject
B. Tell them not to cry
C. Sit with them and allow the emotion
D. Tell them something positive to cheer them up
C – Sit with them and allow the emotion.
You get to your clients home as planned, but they are not answering the door. What would you do?
Contact the Hospice Coordinator. Have their emergency contacted. If necessary, call the police for a wellness check.
True or False - I cannot attend the visitation or funeral of my recently deceased client.
False - Yes, you can attend.
“If a client talks about dying, bringing the conversation back to something positive is usually the best approach.”
MYTH! Sometimes people need someone who is willing to stay with a difficult conversation rather than immediately redirecting it.
Your client says “I don't want to be a burden to my family.” What's a response that might open the conversation rather than shutting it down?
“It sounds like you're really worried about being a burden. Why do you feel that way?” Then allow them to tell you more.
“Sometimes the most important thing we can do for someone isn't to ________, but simply to ________.”
do something / be there
fix it / be present
Your client has had a difficult day. You leave the visit feeling upset and still thinking about them the next day. What should you do?
Recognize and acknowledge your own emotions, practice self-care, reach out to hospice staff if you need support or guidance.
Name three signs that a volunteer may need to step back, seek support, or talk with hospice staff about a volunteer/client relationship.
“A volunteer doesn't have to have a client currently to be an important part of the Visiting Hospice program.”
FACT! Volunteers are important all the time and are part of the team. Sometimes volunteers are waiting for a match or taking an emotional break between clients. Volunteers are always encouraged to participate in hospice gatherings.
You've been matched with a new client. You have no activity planned and aren't sure what to talk about. BUT what is the most important thing you can bring to the visit?
Your presence. This client has asked for your visit simply for your presence and to spend time together. The rest will get figured out as you meet and talk.