Wayfinder volunteer

Wayfinder role description

Daily supervision: Therapeutic support programme team office

Accountability: Lead nurse therapeutic support & therapeutic support programme team

Location: The James Cook University Hospital, Middlesbrough

Aim: The role of a Way Finder is to offer a friendly efficient and helpful service to patients and all visitors.

Wayfinder volunteers will:

Meet and greet visitors, offering assistance with locating a department and offering to accompany them as appropriate
Provide guidance on car parking arrangements and to give information regarding the location of services such as toilets, café, shops etc
Assist with general enquiries including information on inpatient whereabouts
Politely greet patients, relatives and visitors
Offer guidance/direction to departments, checking whether lifts or stairs are preferred
Offer to accompany as appropriate
Respond to requests for a patient’s whereabouts i.e. which ward
Possibly be required to help lost children locate parent/guardian
Complete any other tasks as deemed reasonable by the person in charge

Personal qualities:

Able to demonstrate good verbal communication skills with a range of people through a variety of methods
Excellent customer service skills which prioritise the needs of the individual
Able to work as part of a team and independently
Ability to give clear instructions and concise directions
Must demonstrate commitment to the role and be reliable and punctual
Negotiating skills and experience of dealing with difficult situations
Able to demonstrate a polite and friendly approach, offering a welcoming service to the public
Flexible approach to work

Training requirements:

As a Wayfinder volunteer, you will complete the following training:

Trust corporate training
Therapeutic Support Programme – Volunteer Induction Training
Donning and doffing of personal protective equipment (PPE)

Your commitment:

Your commitment to this role will be discussed on an individual basis. A commitment of at least six months would be anticipated.

Wayfinder volunteering hours fall between Monday and Friday, 8.30am to 4pm.

Volunteers will be asked to commit to three or four hours per week between the above times.

Support and supervision:

This role has little direct supervision although department and hospital staff are on hand for advice. For any enquiries you can gain support from the therapeutic support programme team based in an office outside of Wards 1 and 2 at The James Cook University Hospital.