New Volunteer

Handbook

Volunteer Services
Department
CHOC Children’s
Orange  Mission
Revised: December 2009
 TABLE OF CONTENTS

Welcome from CHOC’s President and CEO . . . . . . . . . . . . . . . . . . 3

....
CHOC and CHOC at Mission History . . . . . . . . . . . . . . . . . . . . . . . 4
....
Campus 6
Maps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
CHOC External Relationships. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
....
Volunteer Services Department . . . . . . . . . . . . . . . . . . . . . . . . . . 11
....
5 Steps to Becoming a CHOC 12
Volunteer . . . . . . . . . . . . . .. . . . . . . . . . .
Service 14
Excellence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Vision and Mission. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
...
Family Centered 14
Care. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Core 14
Values. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Best Practices for Challenging Customers. . . . . . . . . . . . . . 17
.....
Patient Ethics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
...
Patient 21
Confidentiality/HIPAA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Infection Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
..
Hospital Safety 23
Program . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Environment of Care 23
Safety is Everyone’s Responsibility 24
Reporting a Hazard 24
General Safety Rules 24
Ergonomics 25
Patient Safety Responsibilities 25
Abuse Reporting 25
Material Safety Data Sheets 26
Security Services 27
Emergency Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
...
Emergency Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

2
....
Corporate Compliance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
...
Teamwork. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
...
Volunteer Scope of Service 31
(general). . . . . . . . . . . . . . . . . . . . . . . . . . .
EEOC and Harassment Policy 33
Statement . . . . . . . . . . . . . . . . . . . . . . . .
Volunteer Role and Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . 36
....
Annual Work 36
Commitment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Dress 36
Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Worker’s Compensation and Liability 37
Insurance. . . . . . . . . . . . . .
Benefits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
..

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 Dear New Volunteer:

On behalf of CHOC Children’s, I want to welcome you to our team. I am pleased that
you have chosen CHOC Children’s and CHOC Children’s at Mission as a place to
455 S. Main Street volunteer. We believe that our success starts with your commitment to our children.
Orange, CA
92868-3874
714•997•3000 Our mission, “To nurture, advance, and protect the health and well-being of
children,” cannot be achieved without your support and dedication.

Our vision, “To achieve national recognition as a premier children’s hospital,” will be
obtained only through each Associate’s and volunteer’s teamwork and drive.

Our values, “Excellence, Compassion, Innovation, Collaboration and Service,” are

evident in everything that we do. We hold our mission, vision and values to the
highest regard and hope that you will too.

In the upcoming weeks, you will meet many fellow volunteers and Associates, too.
They can be of assistance to you; feel free to let them know what you need to
accomplish the new responsibilities you have undertaken. Your successful
integration into CHOC Children’s
and CHOC Children’s at Mission Hospital, and your new role as a member of the
volunteer team, is our highest priority.

Again, I welcome you and wish you the best of luck in your time here with us.

Sincerely,

Kimberly Chavalas Cripe

President & CEO
CHOC Children’s
and CHOC Children’s at Mission Hospital

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 Tanya Lieber WELCOME TO CHOC
Vice Presiden
CHOC Foundation for
CHOC’s
Children regional health system includes a state-of-the-art main hospital
facility in the City of Orange, a hospital-within-a hospital in Mission Viejo, and
five community clinics — plus over 100 additional programs and services.
With admissions growing by 90% over the last eight years, CHOC and CHOC
at Mission combined rank as the 15th busiest children’s hospital in the
country.

Our mission is straightforward: To nurture, advance and protect the health

and well-being of children. That’s why at CHOC Children’s and CHOC
Children’s at Mission Hospital, we are dedicated to working cooperatively —
assisting and enriching existing services as well as developing programs to
benefit the families of Orange County. Over 210,000 children come through
our doors annually for inpatient, outpatient and emergency room visits —
regardless of their family’s ability to pay.

CHOC History

In the early 1960s, it was determined that a children's hospital was needed
in Orange County to meet the health care problems of the fast growing
population of young families.

A group of physicians and community representatives decided after several

meetings to try and raise the necessary funds for a hospital and succeeded
in raising almost one million dollars. Since this was not sufficient to build a
free-standing hospital, an approach was made to the Sisters of Saint Joseph
of Orange (who qualified for government funds called the Hill Burton Funds)
asking if they would be interested in adding a wing to their hospital which
would be used as a children's hospital.

The Sisters of St. Joseph of Orange agreed with the concept and a long-term
lease was developed for the children's hospital to lease this new wing. A
contract was also developed that would allow CHOC to share in the essential
services required of a hospital such as surgery, laboratory, radiology,
pharmacy, dietary, etc. At this time, St. Joseph Hospital provides CHOC with
laboratory, radiology, surgery, occupational and physical therapy services
through a shared services agreement. CHOC has its own pharmacy, dietary
and central service departments.

CHOC opened its doors in 1964 as a 62-bed hospital. By 1974, the demand
for CHOC services had outgrown its facilities. The Board of Directors then
purchased an unoccupied skilled nursing facility and renovated the five-story
building into an acute care pediatric hospital. This increased CHOC's capacity
to 161 inpatient beds.

In 1983, CHOC purchased from the Pacific Bell Telephone Company a two-
story building at the corner of Main and La Veta which is called CHOC West.
CHOC West houses our Ambulatory Care Services including our Outpatient
Clinic and Outpatient Pharmacy. Other departments in CHOC West include
Psychology Services, Medical Records, Computer Services, Pediatric Sub-
Specialty Medical Offices and several administrative departments.

In order to support the growing need for research in pediatrics, CHOC

opened a five-story research building in 1990. Also contained in this research
building are the sub-specialty clinics, and business services.

The demand for children's services continued to grow, technology continued

to advance and the hospital facilities continued to age, so the Board of
Directors elected to build a replacement facility for all inpatient services. This
new facility opened in November of 1991 as a state-of-the-art regional
Children's Hospital serving the needs of children throughout Orange County
and parts of the surrounding counties. CHOC is now licensed for 202 beds,
treats approximately 8,000 inpatients per year and sees more than 100,000
outpatients annually through our clinics and emergency services.

CHOC at Mission History

CHOC at Mission, developed by Children's Hospital of Orange County in

collaboration with Mission Hospital in Mission Viejo, is housed in a state-of-
the-art medical facility on the fifth floor of Mission Hospital's Patient Care
Tower. While it operates as a separately licensed facility with its own medical
staff, CHOC at Mission is linked to Mission Hospital's Regional Trauma Center,
high-level obstetric and perinatal programs and ancillary services. The 48-
bed "hospital within a hospital" serves as the only pediatric healthcare
center for families in the communities throughout south Orange County and
northern San Diego County.

CHOC at Mission's medical staff consists of more than 350 highly trained
professionals, representing a wide range of pediatric specialties including
anesthesiology, surgery, neurology and neurosurgery. A compassionate
nursing staff experienced in caring for children focuses on managing the pain
and fears of children coping with illness and injury.

CHOC at Mission is located off the I-5 freeway Crown Valley Parkway Exit
(near the Mission Viejo Mall in Mission Viejo).

Together, CHOC and CHOC at Mission provide 250 beds for Orange County’s
only dedicated pediatric hospital system.

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Campus Map – CHOC in Orange
8
Campus Map – CHOC at Mission
5th Floor, Mission Hospital – CHOC at Mission

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 CHOC EXTERNAL RELATIONSHIPS

St. Joseph’s Hospital

CHOC currently contracts with St. Joseph Hospital for some shared services.
The services that are located in their facility are the Lab, Surgery, EAP, &
CHOC ED. This means that if you are a CHOC Associate who works in these
areas, you may be physically located in the St. Joseph’s facility.

Mission Hospital
CHOC at Mission resides on the 5th floor of Mission Hospital and like the
relationship between CHOC at St. Josephs in Orange, relies on some shared
services including surgical, pharmacy and dietary facilities.

Outreach Clinics
Children's Hospital of Orange County (CHOC) Clinics located throughout the
county are run by a group of qualified pediatricians and pediatric nurse
practitioners who work together to provide primary care and a pediatric
medical home to all infants, children and adolescents. In additional to
providing general pediatric care, the specialty clinics provide care in the
following areas:
• Adolescent Care • Genetics
• Allergy • Metabolism
• Behavior and Development • Orthopedics
• Cardiology • PSF Specialty Clinic Schedule
• Craniofacial • Spina Bifida
• Dermatology • Surgery
• Ear, Nose and Throat • Urology
• Gastroenterology • Hematology
• Nephrology • Oncology
• Neurology • Endocrinology
• Infectious Diseases • Rheumatology
• Pulmonology

CHOC also has the Healthy Tomorrows Mobile Unit to further extend our
services to our community.

Orange County Ronald McDonald House – Family Rooms

The Ronald McDonald Family Room program is an extension of the services
of
the Orange County Ronald McDonald House. The Family Room serves
families on
the 6th floor in the PICU and CVICU units in Orange, and the entire
community for CHOC at Mission. The Family Rooms are special places within
the hospital where families can relax and "get away" while still being close to
their child. The Family Room consists of a Living Room, Resource Library,
Kitchenette and sleep rooms (four in Orange, two at CHOC at Mission.

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 VOLUNTEER SERVICES at CHOC & CHOC at Mission

CHOC is regularly voted “One of the Best Places to Volunteer”

by the readers of the Orange County Register

The CHOC volunteer team is made up of approximately 600 people who

donate more than 5000 hours/month. Through this incredible generosity,
our Volunteers make a combined cash and in-kind donation of more than $1
Million annually!

Volunteer Services Department

Vice President, Human Resources and Volunteers: Theresa Gianfortune
Vice President, CHOC at Mission: Marcia Folli, RN
Director: Rossedy Anderson
Manager: Donna D. Nam dnam@CHOC.org 714-532-8676
Coordinator: Estella Downey EDowney@CHOC.org – 714-289-4795

CHOC in Orange Office Hours and Contact Information

Monday-Friday 8:00 a.m. – 5:00 p.m.
Evening hours by appointment

Volunteer Services Office (Located in the CHOC Commerce Bldg, 505 S. Main
St. 4th flr)
455 S. Main Street
Orange, CA 92868
Phone: (714) 532-8889 (recorded information only)
Fax: (714) 289-4527 (include cover sheet, please)
General email: Volunteers@CHOC.org

CHOC at Mission Office Hours and Contact Information

Times by appointment

Contact Estella or Donna – info listed above

General email: Volunteers@CHOC.org

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 6 STEPS TO BECOMING A VOLUNTEER

Welcome to the CHOC Volunteer Team!

Following New Volunteer Orientation, it should generally take you 2-4 weeks
to complete your pre-screening process and schedule a placement interview.
 We will make every effort to schedule your placement interview at the
best time for you that is also available in our schedule. In some cases,
the health pre-screening process may take longer. This normally
depends on your availability and CHOC’s requirements.
 There may also be a slight delay to schedule your “on-the-job” training
as we work to find time for you to meet directly with CHOC’s
Associates. We ask for your patience and cooperation in this process
as we work to provide you with the most thorough and appropriate
training for your selected position of service.
 We understand this process can feel cumbersome at times, but know
that you respect and appreciate the steps we undertake to protect
both you and our patients. CHOC has many unique and wonderful
opportunities for our Volunteers that are unavailable at other facilities.
We can make these available to you because of the pre-screening
requirements for all our Volunteers.
 If you ever have any questions about the process, please do not
hesitate to contact the Volunteer Office and we will do our best to
assist you or clear up any lingering confusion.

Step 1 Attend New Volunteer Orientation and pay your orientation fee
Step 2 Complete the Health Screening - Please remember that minors
must be accompanied by a parent or guardian
a. Bring your immunization records and your green health screening
form to
At CHOC – the Associate Health Office on the Lower Level of the
CHOC West Building for your health screening. No appointment is
necessary, though you should plan on an extended visit if you
are coming over the lunch hour. TB tests are read five days a
week, but only administered on Monday, Tuesday, Wednesday
and Friday. For more information, please call the Associate
Health Nurse at (714) 289-4723

At CHOC at Mission – the Associates Health Office in Suite 446,

Medical Office Building #3 for your health screening.
Appointments are necessary. Please call (949) 364-1400, ext.
7375 to schedule your preliminary visit with an Employee Health
Nurse.
b. If you have no immunization records, you may arrange with either
your Health Care Provider or the CHOC Associate Health Office to
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 have the necessary blood titers (tests) to prove that you are
immune to these childhood diseases.
c. If your blood titers do not show immunity, the Associate Health
Office or your Health Care Provider will help you arrange to receive
the required MMR and Chicken Pox vaccines.
d. Complete your two TB tests thru the Associate Health Office or with
your Health Care Provider. If you have had one or two T.B. test
done within the last 12 months, bring your results to Associate
Health.
e. All results must be approved and documented on your green health
screening form by a CHOC Associate Health Nurse, regardless of
where you complete the process.
If you are volunteering at CHOC: once you receive medical clearance from
the Associate Health Office, call either Estella Downey at 714-289-4795 or
Donna Nam at 714-532-8676 to set up a placement appointment.
If you will be volunteering at CHOC at Mission: please call the CHOC
Volunteer Services Office and identify yourself as a CHOC at Mission
Volunteer who is ready to schedule a placement interview.
We will schedule your placement interview. Depending on the season and
the number of Volunteers ahead of you, we will make every effort to
schedule this within 2 weeks of the time you complete your health screening.

Step 3 Complete the necessary paperwork so that we may run your

background check (typically done in orientation). The background
check will be run once your health screening is complete.
Step 4 Attend your placement interview to
f. identify how your interests and skills can best assist the hospital
g. sign up for “on-the-job” training specific to your role
h. arrange your regularly scheduled shift
i. select your uniform top
Step 5 Visit Security to have your picture taken and collect your ID badge
Step 6 Complete “on-the-job” training

Begin your volunteer service for CHOC 

THANK YOU ~
WE COULDN’T DO WHAT WE DO WITHOUT YOU!

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 SERVICE EXCELLENCE

For more information, please contact CHOC Service Excellence Manager –

Sandra Schultz, (714) 532-8590, pager 1957, email: SSchultz@CHOC.org

Our Vision – To achieve national recognition as a premier children’s

hospital.

Our Mission –To nurture, advance, and protect the health and well-being
of children.

Family Centered Care – It’s not just about our doctors knowing what’s
best for each child and making all the final decisions. One of CHOC at
Mission’s major focuses is on “family-centered care” – involving each patient
and his or her parents or caregivers in all aspects of treatment and recovery.
A family-centered approach to care empowers families by involving them in
decision-making processes while respecting their values, beliefs, and cultural
backgrounds. CHOC’s Family-Centered Care Team ensures that all families
have the opportunity to be involved in their child’s care.
The four principles of family centered care are:
1. Collaboration
2. Participation
3. Information Sharing
4. Dignity and Respect

As a Volunteer, we invite you to think carefully about how you interact with
patients and families to ensure that you are upholding these core principles
and placing the family first in all situations.

Our Core Values – Excellence, Compassion, Innovation, Collaboration

and Service
As we continuously enhance our customer service, CHOC Associates,
physicians and Volunteers adopt these expectations that are based on our
values. These behaviors are demonstrated in personal interaction with every
individual, including patients, families, visitors and internal customers.

 Excellence – Setting and achieving the highest standards

We hold ourselves to the highest standards of professionalism for our
work and our environment while demonstrating utmost respect for all.
• follow up periodically with customers to keep them informed and
explain reasons for delays
• use language that is understood by all
• explain procedures when appropriate
• speak positively about the organization, my co-workers and be a
CHOC ambassador at all times
• take pride in my work environment

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• take care of the facility by keeping it safe and clean
• dress appropriately for my job and present a professional image at all
times
• be knowledgeable about CHOC and commit to continuous
learning about the organization
• seek out information so that I can provide the best possible care
and service to my customers

 Compassion – caring with sensitivity and respect

We value our personal trustworthiness and are committed to treating
every individual as a guest.
• be aware of nonverbal messages such as facial expressions and body
language
• greet everyone immediately with a warm and friendly smile; followed
by “good morning/good afternoon/good evening, how may I help you?”
• carefully listen to assess a customer’s language preference and not
make assumptions based on appearance
• make eye contact when listening and speaking
• introduce myself, including my name and title; and wear my
identification badge face up
• address adult customers as “Mr.,” “Mrs.,” or “Miss” followed by their
surname. I may call customers by their first names only after given
permission to do so. I will refer to the customer’s child by his/her first
name in my interactions
• seek to understand by listening attentively, without interruption,
before speaking
• clarify the concerns and expectations of others
• speak and respond in a calm, sensitive manner and always say
“please” and “thank you”
• provide privacy and maintain confidentiality of our patients, families
and visitors
- knock on the door, pull curtain
- be aware of current surroundings

 Innovation – advancing care through new ideas and

technology
We believe each of CHOC’s team members brings unique talents and
experiences to his or her role at CHOC. We empower each to think beyond
boundaries in order to optimize the guest experience at all levels of the
organization.
• embrace change by remaining open to new ideas, processes,
and technology
• seek new ways to delight my customers
• promote change by offering new ideas and solutions
• willingly seek opportunities to participate in change initiatives
• take ownership to continuously improve processes within my role
in the organization to enhance the customer experience

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  Collaboration – working together to achieve our mission
All interactions among CHOC’s team members shall be conducted with
respect, professionalism and encouragement, empowering each person to
work as part of the team to provide positive patient, family, and Associate
experiences.
• speak to/greet other Volunteers and customers in hallways and
elevators
• actively listen and respect others’ ideas and suggestions
• treat every customer as an honored guest and make everyone
feel at home
• discuss differences of opinion or concerns calmly, privately, and
directly with customer
• frequently offer compliments and positive feedback
• celebrate individual and team successes
• invite parents and guardians into in the care of their child and
their environment

 Service – understanding and exceeding customer

expectations
Volunteers will strive to delight customers by anticipating each person’s
needs and seeking the information necessary to provide timely, accurate
service in a setting conducive to accomplishing that person’s goals.
• “own” any complaint I receive and ensure it is properly handled
• be polite at all times and create a positive work environment
• take responsibility to ask questions, seek information, and be
knowledgeable about CHOC services in order to understand my
customers
• anticipate my customer’s needs through observation, thought,
and scheduling in order to delight the people I serve
• walk guests seeking directions to their destination whenever
possible or direct them to someone who can assist them
• attempt to negotiate agreeable options to resolve issues quickly
when we are unable to meet customers’ expectations
• eliminate telephone transfers as much as possible and provide
the caller with the correct number so he or she may dial directly in the
future
• provide specific building and parking directions when providing
appointment information
• be aware of my environment and seek appropriate surroundings
to meet my customer’s needs

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 Best Practices for Challenging Customers
Handling a challenging or upset customer is a process. There are no set
tools that will instantly cure every situation. However, research does show
that there are certain things that you can do to work through a challenging
situation successfully. An angry customer can be a gift. First we have an
opportunity to create a loyal customer if we are able to solve the problem.
Second, we have an opportunity to improve what we do to satisfy future
customers.

The following are some tools to use when handling a challenging customer:

 Actively Listen
• Don’t interrupt.
• Acknowledge the person with non-verbal feedback (this assures the
person that you are listening).
• Maintain eye contact.
• If on the phone, give some verbal cues that you are listening such as :
“hmm, uh uh, I see…”
• Don’t allow yourself to become defensive.
• Focus on the problem.
• Do not argue, even if they are wrong they deserve your respect.
• “Listen” for what the problem is, not for how to defend yourself.
• Ask questions to clarify understanding.
• Summarize the issues and what you have heard for accuracy.

Empathize
If you don’t acknowledge the feelings of the customer, you may never move
to the problem solving stage. Emotions may be so strong that the customer
stays “stuck” in the feelings of the situation rather than the facts. In order to
move the customer to the “problem”, you must first acknowledge their
“feelings”.
• Empathy is the action of understanding, being aware of, being
sensitive to, and vicariously experiencing the feelings, thoughts, and
experience of another.1
• Simple phrases such as “I can see why you are so upset” and “I
understand why you are angry” can help sooth the feelings.
• By using empathy, you are acknowledging the emotion of the situation.

Take Ownership
When you are presented with an upset customer, regardless if the problem
was caused by you or not, you have an obligation to take ownership of the
situation. Every Associate at CHOC is responsible for our customer’s
experience. Even if you can’t solve the problem directly, take ownership of
the situation and take the process as far as you can.

• A simple sincere apology can go a long way.

1

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 • Even if you or CHOC is not at fault, a simple, “I am sorry that this
situation has happened to you”, can go a long way.
• You need not take the blame for what someone else did, however you
can take ownership of resolving the problem.
• Remember not to blame others in the organization. The customer
doesn’t care whose fault it is, he/she just want his/her problem solved.

Problem-solve
Now that you have listened, empathized, apologized and taken ownership of
the situation, you can actually move into solving the problem. This is one of
the critical parts in handling a challenging situation.
• Ask the customer what you can do to resolve the issue.
• If you are able to fix immediately, do it!
• If you aren’t able to fix immediately, explain the process you plan to go
through to resolve their problem.
• If you must bring in others to help solve the problem, facilitate it, don’t
wait for others to jump in.
• If you can’t give the customer exactly what he/she wants, offer
alternative actions.
• Consult with seasoned Associates that may have had similar situations.
• Follow-through. If you don’t, you have done all the hard work for
nothing.
• Under promise, over deliver.

Go the Extra Mile

Once you have resolved the problem for the customer. Go the extra mile
and ask if there is anything more that you can do to make their experience
better. Offer a small token of apology if appropriate. (Check with your
supervisor to see what is available)

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 Be a Customer Service Star

Look for opportunities to exceed expectations

Treat everyone with respect

Listen to the customer

Build loyalty - work with upset customers to come to a resolution

Follow the CHOC Customer Service Commitments

Live our values

PATIENT ETHICS
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For more information, please contact David Loose, Director of
Regulatory Affairs & Clinical Quality, (714) 532-8593, pager 1449, email:
dloose@choc.org

Volunteers are subject to the same code of ethics that govern employed
CHOC associates. Your conduct should reflect respect for CHOC and it’s
mission and vision.
Never take advantage of CHOC associates to seek medical advice while you
are functioning as a volunteer. No matter what your role or assignment,
remember that you represent CHOC to both patients and visitors. Our
patients and their families are entitled to
 Considerate and respectful care
 Information about their care
 Involvement decision-making about their treatment, care and
services
 Receive services without discrimination
 Appropriate assessment and management of pain
 Ability to consent or decline treatment
 Ability to consent or decline participation in research studies
 Privacy and safety
 Confidentiality
 Access to their medical record

These patient rights are posted throughout CHOC. Remember though, a

list does not guarantee these rights. As a Volunteer, you are perfectly
positioned to support our patient’s rights through your words and actions
at all times.

If you have a concern about patient ethics, please share this with the
Volunteer Services Office, your supervisor or Charge Nurse. You are also
entitled to share this concern directly with the Joint Commission on the
Accreditation of Health Care Organizations (“Joint Commission”).
However, we hope that you will speak with someone at CHOC before
taking this step.

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 PATIENT CONFIDENTIALITY

For more information, please contact CHOC/CHOC at Mission Privacy Official

Karen Devitt (714) 516-4364, email: kdevitt@choc.org

We are all protected by the Health Care Accountability and Portability Act
(HIPAA). As a Volunteer, you will be held accountable for the confidentiality
of all information you come in contact with at CHOC. Once you are finished
with your training and screening, you will be asked to sign your official
confidentiality statement which is the same one all CHOC Associates sign.

The Privacy Rule - protects a patient’s right to limit access to and

disclosure of his or her Protected Health Information (PHI). Any privacy
violations – even unintentional ones – could undermine the healthcare
provider-patient relationship and jeopardize the healthcare provider’s
credibility. Lawsuits, fines and even jail time are consequences healthcare
providers may face if they break the law. Please take time to read and
familiarize yourself with the information contained in the HIPAA Training
Handbook for Healthcare Staff booklet we have included with your
orientation materials.

Complying with Regulations – Always dispose of any and all patient

identifiable information into a shred bin. Never throw it in a regular trash
bin. Patient identifiable information can include name, medical record
number, social security number, address, phone number, diagnosis, care
instructions, etc. Always be sure that anyone requesting confidential
information is authorized to do so. If you are not involved in the patient’s
care, you do not have the right to view a patient’s chart or access any
confidential information. When in doubt, ask your supervisor, the Charge
Nurse, the Volunteer Services Office or the Privacy Officer.

As a Volunteer you may be given access to confidential patient information,

depending on your role at CHOC and CHOC at Mission. Your supervisor or
the Charge Nurse will be able to assist you with any questions you might
have. Please do not seek confidential information about a patient if, in your
Volunteer role, you are not directly involved with the care of the patient.

Notice of Privacy Practice (NPP) – This is our legal requirement for

notifying patients of how their information will be used. All patients must
receive a copy upon the first presentation to any of our facilities or at any
time there is a content change to the NPP. The NPP is also posted in public
place around the hospital campus.

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 INFECTION CONTROL

For more information on Infection Control issues at CHOC, please contact

Infection Control Officer Wendi Gornick, (714) 532-8588, email:
WGornick@CHOC.org
For Infection Control issues at CHOC at Mission, please speak with the
Charge Nurse

Hand Hygiene – Hand washing is the best way to limit the spread of
infection. CHOC’s standard is that you wash your hands between every
contact with a customer.
 Remember FROG: Friction Rubs Out Germs. Wash your hands with
soap and water for a minimum of 15 seconds (sing the ABC song
once or “Row, Row, Row Your Boat” twice)
• Always wash your hands before and after eating, after using
the rest room or when your hands are dirty
 If water is unavailable, use a generous amount of alcohol gel and
rub until it is dry on your hands.

Isolation Precautions – Infection can be spread by contact, droplets and
through the air. CHOC provides all the equipment you will need to work with
a patient who is in isolation due to health reasons. Patients in isolation will
have a STOP sign on their door, and an isolation sign with further
information near the door. When in doubt, please see the nurse for further
information and instructions.
 Contact Precautions – Germs are spread by touching surfaces or
patients. You will wear gloves, gown and sometimes a mask for this
type of isolation.
 Droplet Precautions – Germs are spread by large heavy drops (think
of a grapefruit) coming from a patient’s mouth or airway and land
up to three feet away. Influenza is an example of this type of
infection. You will be asked to wear a mask for this type of
isolation. All Associates and Volunteers are encouraged to get a flu
vaccine each fall. This is available at no charge to you from the
Associate Health Department.
 Airborne Precautions – Germs are spread by very small airborne
droplet nuclei when a patient coughs, talks, sings or laughs. Unlike
droplet precautions, these droplet nuclei float on the air currents.
You will be asked to wear a TB mask if working with a patient who is
in isolation for this reason. For Chickenpox and measles, you need
to be immune to enter the room.

Associate and Volunteer Illness – If you are ill, have a rash, infection or
have been exposed to someone who is ill, please do not come to the
hospital. Stay home, get well, and then come right back! Please call your
unit or department directly to inform them that you will be unable to

23
volunteer due to illness (there is no need to be specific – HIPAA protects you,
too)

24
 HOSPITAL SAFETY PROGRAM

We have a Safety Program for the protection and safety of patients, visitors,
Volunteers, and Associates as well as protection of our physical assets. We
also have various regulatory requirements that we have to meet. The safety
officer at each campus is responsible for overseeing the program and
ensuring that the highest standards are met. CHOC is fully compliant with all
regulatory agencies, including the Centers for Disease Control (CDC), the
Occupational Safety and Health Administration (OSHA), the Department of
Health, the Joint Commission for the Accreditation of Health Care
Organizations (Joint Commission) and many others.

Beginning in 2007, the Joint Commission implemented new standards for the
orientation, training, and oversight of hospital volunteers. In recognition of
CHOC’s high standards of excellence, we have implemented programs to
exceed these standards. They include
1. New Volunteer Orientation
2. Initial and annual assessment of competence in your selected areas of
service
3. Annual retraining on the basic knowledge all staff (paid and volunteer)
must have while working in a hospital or healthcare environment
4. Opportunities for self-development and life long learning

The Environment of Care

For further information regarding CHOC’s Environment of Care issues,
please contact CHOC’s Safety Officer Barbara Prince, (714) 532-8335, pager
1369, email: BPrince@CHOC.org

For further information about Risk Management at CHOC, please contact

Risk Manager Cathy McDonnell, (714) 532-8594, pager 1248, email:
cmcdonnell@choc.org

Seven Functional Aspects guide how we maintain our standards of

excellence at CHOC. These are:
1. Safe Environment
2. Fire Prevention Management Plan
3. Security Management Plan
4. Emergency Management Plan
5. Medical Equipment Management Plan
6. Utility systems Management Plan
7. Hazardous Materials and Waste Management Plan

Safety is Everyone’s Responsibility

Every CHOC Associate, Volunteer, Physician and temporary/contract
employee is responsible for maintaining a safe work environment. Everyone
25
is responsible for knowing where the Environment of Care Manual is in his or
her work area. Associates also have the obligation to report safety/hazards
and risks to their direct supervisor.

Taking appropriate actions to prevent safety risks and injuries is important

from day one. Those in patient care areas should also take the appropriate
actions to prevent infectious disease illness and exposure to others. Make
sure that you follow specific safety work practices, including using personal
protective equipment, at all times. Safety is everyone’s responsibility.

Reporting A Hazard or Safety Concern

All Associates – including Volunteers – are responsible for identifying and
reporting potential hazards and safety concerns. This may be done in
several ways:

1. Verbally to your supervisor, the Charge Nurse, the Safety Officer, the
Risk Manager and/or the Volunteer Services Office
2. Notification Form – when an event has occurred or when you spot a
potential risk that could cause an event in the future
3. Work Request Form – when defective non-medical equipment is
involved
4. Equipment Problem Report – for all medical equipment problems
If you are uncertain how to report a risk, event or potential liability, please
contact your supervisor, the Charge Nurse, the Safety Officer, Risk Manager
or the Volunteer Services Office for assistance

General Safety Rules

You are responsible for your own safety as well as that of everyone else
around you:
1. If you are trained, clean up spills immediately. Otherwise, contact EVS
to clean up the spill and protect the area so others aren’t inadvertently
exposed
2. To prevent spills, use covers on cups, seal containers and only
transport material in an approved manner.
3. Open all doors slowly, use wall buttons to open electronic doors.
4. Promptly notify your supervisor of defective equipment and other
safety hazards.
5. Notify Security immediately of a visitor injury.
6. Notify Plant Operations if an injury involves non-medical equipment.
7. Keep aisles, corridors, and exits clear of obstructions in case of
emergencies.
8. The use of extension cords and multiple outlet adapters are for
emergency use only and must be approved for use by Plant
Operations.
9. Personal electrical items are prohibited in patient care areas.
10. Only battery operated personal equipment is allowed in patient
care areas.
11. Check outlets and cords for wear.
26
 12. Keep areas near electrical equipment dry.
13. Do not place liquids on top of electrical equipment.
14. Do not handle electrical equipment with wet hands.
15. Do not yank electrical plugs from sockets.

Ergonomics
Definition: The relationship between you and your work area.
Workstation evaluations are available through Associate Health to promote
proper ergonomic designs and facilitate the use of proper body mechanics.

Body Mechanics:
• Consist of using proper body alignment to perform the variety of
movements that may be required of you during the course of the day.
• Body mechanics include walking, standing, sitting, reaching, bending,
turning, lifting, pushing, and pulling.
• Good body mechanics protect against injury and eliminate unnecessary
strain.

Patient Safety Responsibilities

• Report suspicious/threatening behavior to Security immediately.
• Keep parents/guardians informed as to how they can keep their child safe
while in the hospital.
• Remove and report malfunctioning equipment promptly.
• Report perceived risks to patient safety on Notification Form.
• Make sure small objects are out of reach of children.

Abuse Reporting
Health care practitioners are mandated by law to report all incidents of abuse or
suspected abuse to appropriate authorities. This includes all forms of abuse:
child, domestic or spousal, and elder or dependent adult.

As a Volunteer, while you are not a mandated reporter, you are a member of our
team and thus are expected to raise your suspicions and/or concerns your
supervisor or another CHOC Associate.

Child Abuse is defined as any act of omission or commission that endangers

or impairs a child’s physical or emotional health and development. It is the
act rather than the degree of injury that determines intervention by medical
professionals. Whenever a child tells a medical professional about being
abused, the communication is not privileged and must be reported by law to
protect and prevent the child from additional abuse. The different types of
abuse you should be aware of are:
1. Physical Abuse – is any act that results in a non-accidental physical
injury. Inflicted physical injury most often represents unreasonable
severe corporal punishment, unjustifiable punishment, or intentional
assault. Damage is to the skin and surface tissue, brain, skeleton and
27
 other internal organs. Other indicators of physical abuse may be, the
length of time before seeking medical attention; past history of
injuries, ingestion’s requiring medical care; children below age 5; and
poor perception of child’s physical condition by caregiver.

2. Physical Neglect – is the negligent treatment or maltreatment of a child

by a parent or caretaker who willfully causes or permits the child to be
placed in a situation where his or her person or health is endangered.
Such as, severe malnutrition or medically diagnosed, non-organic
failure-to-thrive, failure to provide adequate food, clothing, hygiene,
shelter, medical or dental care, leaving young children without
supervision.

3. Sexual Abuse – is exposure to sexual stimuli inappropriate for the

child’s age level, psychological development, or role in the family?
Sexual abuse may surface through a broad range of physical,
behavioral, and/or social symptoms. The child may report sexual
activity, or have a history of previous or current injuries/diseases, or
unexplained injuries or diseases.

4. Emotional Abuse – can include verbal assaults; belittling, screaming,

threats, blaming and sarcasm. The child may be withdrawn, depressed
and apathetic. They may act out and be a behavioral problem. They
may also suffer from sleep, speech or eating disorders. The child may
make comments like, “Mommy always tells me I am bad.”

5. And finally, if a CHOC patient witnesses domestic violence, we are

mandated to report this to the Orange County Social Service Agency

Material Safety Data Sheets – Right to Know - MSDS

If you are working with a hazardous material, you can get a MSDS (Material
Safety Data Sheet) through the CHOC intranet site called PAWS or by calling
the 3 E Company 800-451-8346. A sheet containing information the
following information will be faxed to you:

• Identity of the substance

• Hazardous ingredients which includes worker exposure limits
• Physical and chemical characteristics
• Reactivity – what to keep it away from so it does not react
• Health hazard – tells you how the chemical could be enter the body and
all possible health hazards
• Handling precautions
• Control measures – such as protective clothing, glove use, ventilation, eye
protection use, special work or hygiene practices
• Emergency and first aid procedures to follow if an accident occurs

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 Security Services
CHOC in Orange - Security is located in the CHOC Research Building, lower
level,.
To reach security in a non-emergency situation while on campus, dial 3900.
From off-campus, dial (714) 512-3900.
To reach security in an emergency situation, dial 66 from any
campus phone

CHOC at Mission – Security is located in Medical Office Building #3, Suite

448, across the parking lot from the main entrance to Mission Hospital
To reach security in a non-emergency situation on campus, dial ext. 2254 or
dial 0 for the operator. From off campus, dial (949) 364-1400, ext 2254.
To reach security in an emergency situation, dial 711 or 0 for the
Operator from any campus phone

Types of Services
• Patrol
• Parking and Traffic Control
• Issue vehicle stickers
• Escort Service
• Lost and Found
• ID badge
• Visitor control
• Respond to security incidents
• Respond to code gray, code silver, code pink/purple and code yellow

Workplace Violence Prevention

All hospital personnel must refrain from engaging in acts or threats of
violence or harassment and are responsible for conducting
themselves so as to maintain a safe work environment.

Reporting Threats or Violence

Immediately report any work-related acts of threat of violence to your
supervisor, Human Resources or Security.

Any act of assault or battery that results in injury or involves the use of a
firearm or dangerous weapon against any on-duty hospital
Associate, other than a patient, must be reported by the Associate
to the Orange Police Department within seventy-two hours of the
incident.

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Code Grey – The Code Grey Team consists of Security Services staff who
are trained in management of assaultive behavior, and whose
primary purpose is to respond to an emergency situation that
requires physical intervention in order to prevent self-injury and/or
injury to others.
Code Silver – A code silver is a person with a weapon. Associates should
notify PBX by calling “66” or “711” and calling a code silver.
Security will respond immediately.

Code Pink/Purple – Security Services ensures that all appropriate hospital

personnel and outside agencies are notified during a code Pink.
Typical Infant Abductor Profile:
Female, age 15-44
Most likely emotionally immature and compulsive
Lost a baby or incapable of having one
Often married or collaborating with a companion desiring a child
Considers the child her own once the abduction occurs
Usually lives in the same community
Abductor may hang around hospital prior to abduction
Frequently impersonated a nurse or other hospital personnel
Often acquainted with hospital personnel and even victim’s parents

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 EMERGENCY CODES
When reporting an emergency code, dial 66 at CHOC in
Orange, 911 for Centrum, 1201 and 505 Buildings, 711 for
CHOC at Mission and remain calm!

Wait for the operator to answer then provide the following

information by speaking slowly, clearly and carefully:
1. Your name and the fact that you are a Volunteer
2. The location of the incident
3. The type of the incident (if you don’t remember the code name, that’s
alright – just describe it)
4. Answer any additional questions the Operator may have
5. Let the Operator hang up first

Universal Codes used at CHOC and CHOC at Mission

Code What it Means What to Do
Code Red Fire, Smoke, Gas R.A.C.E = Rescue, Alert,
Confine, Extinguish
P.A.S.S. – Pull, Aim,
Squeeze, Sweep the fire
extinguisher
Code Yellow Bomb Threat Do not use radio
Do not page Code Yellow
Call Security immediately
Code Grey Assaultive Behavior Activate a Code Grey by
dialing “66” or “711”;
remove yourself and any
patients from immediate
danger
Code Silver Person with weapon; Dial “66” of “711”
hostage taken Secure doors, seek cover
Turn radio to “3” or “C”
Code Pink Infant Abduction: Child Monitor exits; Search
less than one year immediate area; Notify
Security of anyone
attempting to leave the
building
Code Purple Child Abduction: Child Follow same procedures
older than one year as Code Pink

Code White - Child Medical emergency Do not use elevators or

pediatric; phones; Assist in non-
cardiac/respiratory arrest medical ways as you are
able
Code Blue – Adult Medical emergency adult; Do not use elevators or
cardiac/respiratory arrest phones; Assist in non-
medical ways as you are
able
Code Orange Hazardous Materials spill Secure area
Notify your supervisor
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32
 Codes used only at CHOC in Orange

Code Triage Standby Confidential Radio on channel “C” or

communication alert “3”

Code Triage Internal Internal disaster Activates the Disaster

Plan

Code Triage External External Disaster Activates the Disaster

Plan

Codes used only at St. Joseph’s in Orange

Code Elope Adult Patient is missing Be alert for adult patient

in areas where he/she
doesn’t belong. Notify
Security if you locate
the patient

Codes used only at CHOC at Mission

Code Stroke Patient in designated Follow the directions of

area is experiencing a your supervisor if you
possible stroke. S are needed to assist
Code Trauma Trauma victims are Follow the directions of
inbound for the your supervisor if you
Emergency Department are needed to assist

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 EMERGENCY MANAGEMENT
In any Code Triage Internal or External, refer to the HICS manual. HICS
stands for Hospital Incident Command System.

The HICS manual provides a standard for the medical community for
predictability in disaster response. There is a chain of command that
incorporates four sections under the overall leadership for the Incident
Command (IC).

• Logistics
• Planning
• Finance
• Operations
• The chiefs of each section assign directors and unit leaders for the sub-
functions of each area
• Supervisors and officers fill other crucial roles
• All have chiefs appointed by the IC
• Chiefs of the sections appoint directors and unit leaders with sub-
functions

Disaster Drills are conducted twice a year and are mandated by Joint
Commission. This gives Management and Associates an opportunity to
practice for a disaster and test the HICS system.

CORPORATE COMPLIANCE

CHOC maintains a Corporate Compliance program to ensure that the hospital

and all staff (paid and volunteer) follow the law. The US Government
mandates that all hospitals have a program in place in response to the
unlawful and/or unethical behavior of a few hospitals around the country.
The goals of CHOC’s program include:
1. Preventing and detecting unlawful or unethical behavior
2. Stopping unlawful or unethical behavior as soon as possible after
discovery
3. Disciplining those involved in this behavior
4. Preventing this behavior from happening again

Who is responsible for CHOC’s Corporate Compliance? Everyone

working in the health care setting is expected to act in a lawful, honest and
ethical manner. This includes all employees, staff members, volunteers and
medical staff members whether working in patient care, teaching, research,
housekeeping or other areas.

To remain in compliance, ask yourself:

1. Are my actions legal?
2. Am I being fair and honest?
34
 3. Is this in the best interest of CHOC and the patients we serve?
4. Will my actions stand the test of time?
5. How will I feel about myself afterwards?
6. What would I tell my family members to do?

If you witness or suspect a behavior that is unlawful or unethical, you should

do any of the following:
1. Report your concerns to your supervisor if at all possible. (If in doubt, it
is better to report your concerns than to ignore them)
2. You may report your concerns to any manager
3. You may call the anonymous hotline at (714) 289-4700
4. You may directly notify CHOC’s Corporate Compliance Officer, Lynn
Grieves, 714-204-3014, lgrieves@choc.org

TEAMWORK
In a hospital or healthcare environment, teamwork contributes to:
1. The success of delivering care to our patients
2. The ability to provide excellent service
3. Increased satisfaction among patients, family and staff
4. Reduced errors
5. Improved patient safety
6. Improved relationships

We can all strive to improve teamwork at CHOC by working collaboratively;

actively listening to each other’s ideas and respecting each other’s points of
view; and honoring our own commitments to our scope of service.

VOLUNTEER SCOPE OF SERVICE

As a CHOC Volunteer, the Volunteer Services Office will work with you to
select a role that fits your interests and background and also meets our
needs. Once selected, this will become your primary department at CHOC
and CHOC at Mission. We will ask you to sign a Scope of Service Job
Description that will give you general guidelines for the role you will assume.
In addition, we will arrange for you to have on-the-job training in this role as
well.

You will be working directly for a department at CHOC and CHOC at Mission,
and will have an Associate who serves as your Liaison. Your department will
be expecting you and will plan the workload for the day assuming you will be
present. If you are unable or unwilling to come to CHOC on any given shift,
please let your department know immediately so that they can plan
accordingly.

You should speak with your department Liaison or supervisor if you have any
questions or need further clarification on your expected role and
responsibilities. Of course, you may also always call the Volunteer Services

35
Office for assistance, too.

36
 Volunteer Rights Policy
CHOC respects the cultural and religious diversity of its Volunteers.
Volunteers have the right to declare any reservation about a possible conflict
of job duties with cultural or ethnic belief. This conflict must be put in writing
to the Director of Volunteer Services. The Director of Volunteer Services will
attempt to make arrangements for a contingency plan. If the service or
procedure is a key component of the position’s responsibility, a transfer to
another position may attempt to be made.

Affirmative Action Policy

CHOC supports equal employment opportunity for all CHOC’s Associates and
Volunteers regardless of race, color, creed, gender, age, religion, marital
status, national origin or ancestry, physical or mental disability, medical
condition, veteran status or sexual orientation. This extends to hiring,
promotions, transfers, discipline and terminations.

Unlawful Harassment
CHOC is committed to providing a work environment that is free of
discrimination or harassment. In keeping with this commitment, the Hospital
maintains a strict policy prohibiting verbal, physical and visual harassment
and harassment of any type by an Associate or agent of the Hospital
because of sex, race, color, national origin, ancestry, religious creed,
physical or mental disability, medical condition, marital status, sexual
orientation, age or any other basis protected by federal, state or local law,
ordinance or regulation.

What to do
All Associates, who are aware of apparent sexual harassment to themselves
or to others, are required to immediately report that harassment to his/her
supervisor or the Human Resources Department.

Associates who have concerns about unlawful harassment, or who report or

cooperate in an investigation of an alleged harassment will not suffer
retaliation for engaging in these activities.

Human Resources will immediately investigate all charges and reports of

harassment. All such investigations will be handled confidentially to the
extent possible. The Hospital will take appropriate corrective action,
depending on the circumstances, up to immediate termination. (HR Policy
#106)

37
Access to CHOC Policies – All CHOC Associates and Volunteers may
access any CHOC Policies via our intranet. They are located by clicking on
the POI icon. If you do not have access to a public computer terminal, please
ask your supervisor, Charge Nurse, the Volunteer Services Office or the
Human Resources Office to download the appropriate policies for your
review.

Remember – CHOC Volunteers are governed by all hospital policies

in the same mannner as all other members of the CHOC Team. If
you ever have any questions about a policy, please speak with your
supervisor, the Charge Nurse, the Volunteer Services Office or the
Human Resources Office.

38
To All Associates:

I would like to convey to all associates and applicants my personal commitment and that of
Children’s Hospital of Orange County to the policies of equal employment opportunity and
affirmative action. It is important for each of us to understand that the employment
opportunities which exist are open to all qualified individuals regardless of their race, color,
creed, gender, age, religion, marital status, national origin or ancestry, physical or mental
disability, medical condition, including genetic characteristics, veteran status, sexual
orientation or any other consideration made unlawful by federal, state, or local laws.

The successful translation of this commitment into a sound and equitable program requires
involvement at all levels of the hospital. The Vice President of Human Resources for CHOC
has been designated as EEO Coordinator for our facility. In this capacity, Theresa
Gianfortune will be responsible for overall guidance and development of CHOC’s equal
employment opportunity policies and affirmative action programs.

Responsibility for these programs and policies requires a shared effort. Along with strong
supervisory commitment and Human Resources support, there must also be willingness on
the part of all CHOC Associates to help foster their work environment in which equality of
opportunity is the underlying theme.

Maintaining an atmosphere of fairness and openness is a primary objective of this

organization. It is my sincere belief that our ongoing efforts to carry out the goals of equal
employment opportunity complement this objective and contribute significantly to the
excellence of both our people and our services.

Sincerely,

Kimberly C. Cripe
President and Chief Executive Officer
CHOC Children’s
and CHOC Children’s at Mission Hospital

39
 VOLUNTEER ROLE AND RESPONSIBILITY

Scheduled Shifts and Annual Time Commitment

As a volunteer, you are an important member of our team that helps to
nurture, advance and protect the health and well-being of children. Because
of this, we ask that you arrange a regular schedule with the volunteer
Services Office and commit to serve a minimum of 100 hours each year.

If you need to miss a shift for any reason, please notify your service area
supervisor or designated Department Liaison. If possible, please make
arrangements with another volunteer to trade shifts. If you are able to trade
shifts, please notify the Volunteer Services Office immediately.

We understand that your personal, work or school schedules may change,

requiring that you adjust your scheduled volunteer shifts. If you need to
change your regularly scheduled shift, please call or visit the Volunteer
Services Office.

Dress Code
Volunteer Uniform Options (select one):
 Polo shirt
 Light blue smock
 Medium blue, collared long-sleeved shirt
 Navy blue crew neck sweater
 Navy blue cardigan sweat-shirt

While on duty, CHOC Volunteers must always wear their badge, uniform top
with the logo visible, slacks in blue, black, tan, khaki or white (no jeans,
please), and closed-toed shoes (tennis shoes are fine).

On occasion, individual Volunteers or special programs will use a different

uniform or business attire. These exceptions are all developed with specific
approval from the department where the Volunteer is working and the
Volunteer Services Department. Please check with the Volunteer Services
Department if you aren’t sure what the appropriate attire is for your specific
role at CHOC.

The hospital strives to present a professional image to our customers and

the public. Associates, including agency, temporary, Volunteers and contract
staff, are expected to use good judgment in determining their appearance
and dress, consistent with the hospital’s standards and the positive image
and professional atmosphere it wishes to maintain. The hospital’s dress
standards apply daily.

In keeping with the dress code policy for all Associates, Volunteers are
expected to meet all attire and appearance standards. Attire and

40
appearance that is not acceptable within CHOC or CHOC at Mission on or off-
duty:
1. Hats (except for construction purposes)
2. Jeans – denim pants (except when in uniform for Radio Lollipop)
3. Jean jackets
4. Open toed or strapless high-heeled shoes or sandals, or shoes with heels
that are of such a height to be inappropriate in a work-place setting (e.g.
platform shoes or stilettos), or heavy “workboot” styled shoes, as they
may be a possible safety hazard to the Associate/patient.
5. Leggings or stirrup pants
6. Pedal pushers, capri pants or shorts
7. Tank tops, halter tops, backless, braless or low-cut tops, and large,
untucked, sloppy shirts
8. Logo t-shirts or shirts with outside slogans, sayings or advertisements
9. Athletic attire
10. Spandex clothing – unless worn under a modest and professional
jacket and/or sweater.
11. Extreme hair colors
12. No more than two piercings on each ear is allowed. All other piercings
must be removed.
13. Tattoos should be covered with clothing as much as possible

If you have any questions about appropriate dress, please contact the
Director of Volunteer Services.

Worker’s Compensation and Liability Insurance

When logged into the Volunteer Works tracking system, all volunteers are
covered by CHOC’s Liability and Worker’s Compensation insurance and have
access to Associate Health Services if they become ill or injured while on the
job.

Benefits – Discounts
 Volunteers may have prescriptions filled at the CHOC Pharmacy
in Orange at a reduced cost or with your insurance co-pay, whichever
is lower. The Pharmacist requests that all regularly required
prescription orders be placed 24-48 hours ahead. Please bring your
CHOC ID with you when retrieving your order, and always identify
yourself as a CHOC Volunteer when speaking with a Pharmacist on the
phone.
 Discounted Disneyland tickets available on-line through PAWS –
call the Volunteer Services office for assistance.
 Amusement park discount coupons are available to all Volunteers
from the Human Resources Department.
 Discount movie tickets are available at the CHOC gift shop in the
CHOC Lobby.
 Volunteers receive a discount at the cafeteria when in uniform.

41
42
 Benefits – Parking
 When wearing their uniform and displaying both a badge and a car
window sticker, Volunteers may park for free. Please speak with
Security Services at CHOC and CHOC at Mission for detailed parking
instructions
 Upon request, the security guards will escort you to the free parking lot
during the evening and night shifts.

Benefits – Other Opportunities

 Special recreational events and celebrations fill the calendar for
Associates, Volunteers and other members of the CHOC Community.
These include the Volunteer Week Luncheon celebration, special
holiday events and more. Please check VIC mail messages and
announcements posted in the elevators and the Volunteer Services
Office for announcements and more information.

 Volunteers may join the Health Associates Federal Credit Union which
gives you access to a network of more than 25,000 ATMs nationwide,
free checking, home banking and bill pay services and competetive
loan rates. Take your badge to the Membership Services desk to open
a new account (minimum $50.00 deposit required). For more
information, call 714-972-2992 or email contactus@hafcu.org The
credit union is located at 530 S. Main Street, Suite 100, Orange, CA
92868.

Benefits – Holidays
The Volunteer Services Office recognizes the following holidays:

New Year’s Day

President’s Day
Easter
Memorial Day
4th of July
Labor Day
Thanksgiving Day
Christmas Day

While we do not expect our Volunteers to work their normally scheduled shift
when it falls on a holiday, if your plans allow and you would like to, you are
always willing to come in and work as usual.

43