BEING PRESENT
What is one thing a volunteer can offer a client that doesn't cost money or require any special skills?
Your presence.
Your client says, “I don't really feel like talking today.”
What do you do?
Respect it. You can offer quiet companionship or another activity without pressuring them.
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.”
You don't have to be an expert or have all the answers. Being willing to listen is often more important.
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 I have left?”
What should you do?
Don't speculate or provide medical information. Listen to what they're really asking and, if appropriate, direct medical questions to the hospice/healthcare team.
A client asks you for advice about changing their medication. What should you do?
Don't provide medical advice. Encourage them to speak with their healthcare team and bring concerns to hospice staff as appropriate.
“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 tells you something that makes you concerned about their safety or wellbeing. Do you:
A. Keep it completely to yourself
B. Tell your spouse/friend
C. Bring the concern to the appropriate hospice staff
D. Wait until your next volunteer meeting
C – Bring the concern to hospice staff.
Your client asks for your personal phone number so they can contact you whenever they need someone to talk to. What is the concern?
Maintaining appropriate boundaries and following the hospice's communication expectations.
“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 the family contacted. If necessary, call the police for a wellness check.
I cannot attend the visitation or funeral of my recently deceased client.
Yes, you can.
“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.
“I don't want to be a burden to my family.”
What's one response that might open the conversation rather than shutting it down?
“It sounds like you're really worried about being a burden.”
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 particularly difficult day. You leave the visit feeling upset and find yourself thinking about them for the rest of the evening.
What should you do?
Recognize and acknowledge your own emotions, practice self-care, and 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 right now 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.
You've been matched with a client. You have no special activity planned. You aren't sure what you're going to talk about. You're worried you won't be helpful.
What is the one thing you can bring to the visit that may matter more than anything else?
Your presence.