Type: Company Employee
Status: Exempt
Schedule: Monday-Friday, 8:30am-5pm
Benefits Eligible: Yes
https://montgomeryhospice.org/about-us/careers/
The Volunteer Services Manager is responsible for the leadership, development, implementation, oversight, and evaluation of the hospice volunteer program in accordance with CHAP Hospice Standards of Excellence, Medicare Conditions of Participation, and applicable requirements This position ensures that MONTGOMERY HOSPICE INC. maintains an active and ongoing volunteer program that provides day-to-day administrative and/or direct patient care services and supports compliance with the hospice volunteer requirement, in accordance with regulations. The Manager provides operational and strategic oversight of volunteer recruitment, onboarding, training, assignment, supervision, retention, documentation, and performance improvement activities to support the hospice.
1.Develops, implements, and maintains a comprehensive volunteer services program that aligns with MONTGOMERY HOSPICE INC.,’s mission, vision, core values and goals, CHAP standards, and Medicare Conditions of Participation.
2.Ensures that MONTGOMERY HOSPICE INC. meets and exceeds the CMS and CHAP standard of volunteer hours equals and/or exceeds the 5% of the total patient care and administration hours.
3.Ensures MONTGOMERY HOSPICE INC. maintains an active program for recruiting, training, and retaining volunteers, as required under the hospice volunteer condition of participation.
4.Supervises Volunteer Coordinator and/or Volunteer Program Assistant staff, including delegation of responsibilities, performance management, coaching, and workload prioritization.
5.Attends or ensures that a coordinator/designee attends all IDG meetings as required by Medicare Conditions of Participation.
6. Develops annual recruitment and retention strategies, including working and developing relationships with community partners to promote MONTGOMERY HOSPICE INC. and volunteer opportunities.
7.Collaborates with clinical leadership to integrate volunteer services into interdisciplinary hospice care and to ensure volunteer assignments are appropriate to patient, family, and organizational needs.
8.Establishes volunteer role descriptions, workflows, and assignment protocols for direct patient care volunteers, administrative volunteers, bereavement volunteers, and other approved specialty volunteer roles.
9.Leads the development of volunteer engagement programs, services, and communication strategies that foster high levels of volunteer participation, satisfaction, retention, and positive engagement with MONTGOMERY HOSPICE INC.
10.Develops performance standards and tools for volunteers, providing coaching, counseling, re-assignment or termination if necessary.
11.Coordinates volunteer recognition and engagement activities to promote retention, morale, and organizational connection.
12.Oversees systems for tracking volunteer hours and services and adherence to regulations and requirements.
13.Develops and maintains documentation processes that clearly identify volunteer activities, qualifying hours, and cost savings associated with volunteer services.
14.Participates in quality assessment and performance improvement activities related to volunteer services, including review of utilization, missed visits, service issues, incident trends, satisfaction, and opportunities for improvement.
15.Ensures volunteer files are complete, current, organized, and survey-ready for CHAP review, including application materials, screening results, orientation records, competency documentation, ongoing education, evaluations, and corrective actions as applicable.
16.Ensures compliance and oversees screening processes for volunteers, including application review, interviews, reference checks, background checks, health requirements, and licensure verification where applicable.
17.Ensures compliance that all volunteers receive orientation and ongoing education on hospice philosophy, confidentiality, HIPAA, safety, infection prevention, boundaries, communication expectations, cultural sensitivity, and role-specific responsibilities.
18.Maintains policies and procedures for volunteer services and updates them in response to changes in CHAP standards, CMS guidance, operational needs, and quality findings.
19.Serves as department representative during CHAP surveys, audits, and readiness activities and provides documentation and explanation of volunteer services processes upon request.
20.Performs other related duties as assigned in support of hospice operations and patient/family services.
21.Maintains company equipment in a serviceable and functioning condition at all times.
22.Will need to travel to HMI locations, as well as variety of community events for community outreach.
23.All other duties as assigned.
Bachelor’s degree in healthcare administration, human services, social work, business, psychology, or a related field preferred.
Minimum of three years of experience in volunteer management, hospice, home health, healthcare operations, or a related service environment required; supervisory experience preferred.
Working knowledge of hospice philosophy, end-of-life care, interdisciplinary care processes, and volunteer program operations required.
Knowledge of Medicare hospice Conditions of Participation related to volunteer services, and familiarity with CHAP accreditation expectations preferred.
Strong organizational, communication, problem-solving, and leadership skills required.
Proficiency in Microsoft Office and ability to use electronic medical record systems, volunteer databases, Jot forms, Sign Genius, and reporting tools required.
Valid driver’s license, reliable transportation, and ability to travel throughout the service area required.
Montgomery Hospice and Prince George's Hospice is an independent, nonprofit, community-based organization that serves patients and families at a time in life when they are most vulnerable. We employ RNs, LPNs, certified nursing assistants, social workers, counselors, physicians, chaplains, as well as professional and supportive administrative staff. We are proud to offer high-quality, compassionate care to patients and their families throughout Montgomery County and Prince George's County. As dedicated caregivers helping patients and families, we know that we must also take care of ourselves. Montgomery Hospice and Prince George's Hospice has created a work environment that professionally and emotionally supports the people who take on this heartfelt work. For a list of our employee benefits, go to: https://montgomeryhospice.org/about-us/careers/
