Wayfinder Volunteers

Wayfinder role description

Wayfinder role

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.


The therapeutic support programme team will provide you with any information updates, training opportunities and upcoming events on a regular basis.

Users of the service

All patients, carers and visitors at South Tees Hospitals NHS Foundation Trust


  • Burgundy NHS volunteer polo shirt (provided)
  • NHS volunteer badge (provided)
  • Black trousers
  • Black shoes

Who do I contact to apply for this role?

Therapeutic Support Programme Team Office
The James Cook University Hospital
Marton Road

Call the team on 01642 835863

Email us at stees.volunteering@nhs.net

Please note that due to COVID-19 we only have limited volunteer roles available at this time.