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Policies and Procedures

Visiting Volunteer Program

  • 1. Overview/procedure description

    The Royal Children's Hospital (RCH) aims to provide and maintain an environment that is safe for all patients, families, staff and volunteers.

    With this in mind, and in valuing the contribution that can be made to patient and family-centred care, the Visiting Volunteer Program (VVP) provides a formalised review, onboarding and ongoing management process that enables appropriate volunteer-based groups to visit and provide valuable support to hospital operations that enhance the experience of RCH consumers of our service.  

    This procedure applies to RCH staff members or staff of approved Visiting Volunteer Program partners and their registered representatives, known as Visiting Volunteers.

    2. Definition of Terms

    Visiting Volunteer Program partner: Any charity, company or other entity that sends their representatives (Visiting Volunteers) to the RCH on a regular or periodic basis to provide patients and families with support services on a volunteer basis under an arrangement with the RCH.

    Visiting Volunteer: Any person, whether paid or unpaid, who is recruited and trained by a Visiting Volunteer Program partner and who will make visits to the RCH as a representative of the Volunteer Group.

    Visiting Volunteer Program (VVP): the program under which Visiting Volunteer Program partners are approved and Visiting Volunteers registered to provide volunteer support services at the RCH.

    Patient Area: any inpatient or outpatient area which is attended by patients of the RCH.

    3. Procedure details

    New of Volunteer Program Partners

    • All new Visiting Volunteer program partners must be approved by the Executive Director Nursing and Allied Health to be part of the VVP.
    • Visiting Volunteer Program partners will be approved to visit particular Patient Areas on particular days.
    • RCH staff must not allow a Visiting Volunteer to access a Patient Area on behalf of a Visiting Volunteer Program partner which has not been approved by the RCH Executive for access to that Patient Area on that day or time.
    • All approved Visiting Volunteer Program partners must sign a Volunteer Service Agreement with the RCH before any Visiting Volunteers will be permitted access to any Patient Areas on their behalf.
    • Non-approved Visiting Volunteer Program partners requested by parents will be denied access to the RCH. 

    Existing Visiting Volunteer Program Partners

    • Visiting Volunteer Program partners that have been approved by the Executive Director Nursing and Allied Health to attend the RCH are set out in the Approved Visiting Volunteer Program Partners list which is maintained by the Family Services team, part of the Partnerships and Consumer Engagement Department.

    Process for Registering a New Visiting Volunteer Program Partner

    1. Complete New Visiting Volunteer Program Partner Form
      a) The RCH staff member requesting approval of a new Visiting Volunteer Program partner must complete an internal RCH New Visiting Volunteer Program Partner EOI form. This form must be signed by the Head of Department and/or Nurse Unit Manager responsible for the relevant Patient Area/s.   
      b) In deciding whether to refer or approve an application from a new Visiting Volunteer Program partner, consideration should be given to things such as the days and times that the new Visiting Volunteer Program partner wishes to attend, the services they wish to provide, how many other Visiting Volunteer Program partners are already providing those services or attending the nominated Patient Area/s on those days.

    2. Referral to Family Services Department
      a) The completed and signed RCH New Visiting Volunteer Program Partner form must be forwarded to the Family Services Manager.
      b) The Family Services Manager will then liaise with the new Visiting Volunteer Program partner to obtain all necessary documentation to complete the application.
      c) The Visiting Volunteer Program Partner must cooperate entirely with this process, including providing all requested information and participating in any other due diligence required by the RCH, including attending an interview if requested.

    3. Approval by Executive Director
      a) The application to register a new Visiting Volunteer Program Partner will then be considered by the Executive Director Nursing and Allied Health, who will determine whether the application will be approved in whole or with conditions. 

    4. Volunteer Service Agreement
      a) The Visiting Volunteer Program Partner must sign a Volunteer Service Agreement and all Visiting Volunteers must be registered before attending the hospital.
      b) A Volunteer Service Agreement is subject to renewal every 2 years.
      c) The Family Services team will ensure that the Visiting Volunteer Program Partner and the Visiting Volunteers are provided with all relevant documentation.

    Review of Approved Volunteer Groups

    • The renewal of a Visiting Volunteer Program Partner Volunteer Service Agreement Groups will be assessed by the Family Services Manager in consultation with the relevant Head of Department and/or Nurse Unit Manager responsible for the relevant Patient Area. Renewals will be reviewed and approved by the Director Partnerships and Consumer Engagement. 
    • Visiting Volunteer Program partners must cooperate with this process and provide any information requested by the RCH otherwise their agreement will not be renewed.

    Registering Visiting Volunteers

    • Visiting Volunteer are required to complete an online applicaton form to register their details in the RCH Volunteer Database.
    • Visiting Volunteers must be at least 18 years of age.
    • Visiting Volunteers will be required to undertake Police and Working With Children checks, and consent to the release of these results to RCH.
    • Visiting Volunteers must complete all online mandatory training modules, that are in-line with requirements for RCH staff, and include:
      • Safe and Positive Workplace Behaviours
      • Infection Control (COVID Safe/ Hand Hygiene)
      • Emergency Management (RACE)
      • Workplace Health and Safety
      • Child Safe Standards
      • Family Violence
    • An RCH  Privacy, Confidentiality & Security Agreement will be completed and signed by each Visiting Volunteer prior to their first visit.
    • Each Visiting Volunteer must make themselves available to be photographed by Security staff in order that an RCH identification tag stating the name of the Visiting Volunteer Program Partner represented can be produced.
    • The Visiting Volunteer Program Partner must ensure that each Visiting Volunteer is aware of their own internal policies and conditions of the Volunteer Service Agreement. 
    • Each Visiting Volunteer is provided with a QR Code that links to their profile in BetterImpact, which they w8ill use to record their visits.
    • Visiting Volunteers must provide evidence of COVID vaccination (according to the current Department of Health requirements) and annual Flu vaccination. It is strongly recommended that Visiting Volunteers are immunised for whopping cough, tetanus, and any other recommended immunisations before attending any patient area.

    Attendance by Visiting Volunteers at the Hospital

    Access to Patient Areas

    • All Visiting Volunteers must wear their individualised RCH identification and lanyard at all times whilst attending the hospital.
    • RCH Identifications are not transferable.
    • Visiting Volunteers must register their attendance in the BetterImpact database at the beginning and end of each visit.
    • RCH staff members must not permit a Visiting Volunteer entry to a Patient Area unless they are wearing their RCH identification.
    • RCH staff must be aware of the Visiting Volunteers who should be in attendance in their area on any particular day.  A Visiting Volunteer who is not approved for attendance in the area on a particular day should not be permitted access. For further information, please refer to the schedule available on the Visiting Volunteer Program intranet page.
    • Any queries about access of particular Visiting Volunteer Program partners to Patient Areas should be directed to the Family Services Manager.

    Conduct of Visiting Volunteers

    • All Visiting Volunteers will be responsible for their own costs, including uniforms, meals and parking (unless alternate arrangements linked to the nature of the service being provided have been made)
    • Visiting Volunteers will be mindful of the values of the RCH: 
      • Curious - We are creative, playful and collaborative;
      • Courageous - We pursue our goals with determination, ambition and confidence;
      • Inclusive - We embrace diversity, communicate well, build connections and celebrate our successes together. 
      • Kind - We are generous, warm and understanding.
    • Visiting Volunteers must comply with the RCH Code of Conduct, RCH Privacy Policy and Procedures and all other relevant procedures of the RCH at all times whilst in attendance.
    • Visiting Volunteers are requested to appear neat and tidy, with minimal jewellery.  Long hair should be tied back and strong perfume should not be worn.
    • Visiting Volunteers must only provide the Volunteer Services in a manner that causes no undue interruption to the work of the RCH's staff, students or invitees and causes no inconvenience, interruption or distress to any of the RCH's patients, families or visitors.
    • Staff members must not disclose any personal information relating to patients or their families (including names, contact details, diagnoses, period of admission etc) to Visiting Volunteers, without the patient and/or parent's consent. 
    • Visiting Volunteers must not disclose any personal information they receive regarding RCH patients and families to any other person without the patient and/or parent's consent. 
    • If a child/family tells the Visiting Volunteer that something is worrying them, the Visiting Volunteer should inform the professional RCH staff caring for the child.  Genuine complaints must always be passed onto RCH staff.
    • Visiting Volunteers must not discuss treatment or treatment options or offer advice or medicine to patients or families.
    • Visiting Volunteers must not give any gifts to patients or families (unless this is the basis of their engagement) nor accept any gifts from patients or families.
    • Visiting Volunteers are reminded to stay away from the hospital if they feel unwell or have a rash, including seemingly minor ailments such as a sore throat.

    Visiting Volunteer Program Partner Activities

    • Visiting Volunteers (on behalf of the Visiting Volunteer Program Partners) must not solicit participants or conduct any fundraising activities at the RCH. Initial contact with families must be initiated by patients and/ or parents and carers, or consented to by families following contact with RCH staff member/s.
    • Visiting Volunteers (on behalf of the Visiting Volunteer Program Partners) must follow the Visits and Tours procedure should they wish to bring uncredentialised persons to the hospital, including celebrities or sports persons wanting to volunteer their time.
    • Visiting Volunteers must not bring their own children or other family members onsite while conducting their volunteer role.
    • Visiting Volunteer Program partners must not publish or authorise publication of any material promoting their relationship with the RCH or the services provided at the hospital, or containing any information whatsoever regarding the RCH or its patients, families or staff without prior written authorisation from RCH Corporate Communications.
    • Any enquiries from the media in relation to RCH or RCH patients, families or staff must be immediately directed to the Family Services Manager or RCH Corporate Communications.
    • Any Visiting Volunteer program partner identified as acting inappropriately (including breaching patient privacy, failing to comply with this procedure and/or the Volunteer Service Agreement or pressuring or inconveniencing families) will immediately have their visiting privileges suspended and must not send any Visiting Volunteer to any Patient Area until the matter has been addressed by hospital Executive in accordance with the Volunteer Service Agreement.

    Administration of the Visiting Volunteer Program

    • The VVP is coordinated by the Family Services Manager.  This staff member will be the contact point for all enquiries regarding the VVP, including application forms, coordination of visits and sign in/sign out procedures.
    • Details of all groups and individuals will be kept on a database held by the Family Services team.
    • The Family Services Manager will make regular contact with a person of responsibility at each Visiting Volunteer Program partner to relay information pertinent to their representatives who visit the hospital.
    • The Family Services Manager will perform an audit of attendance records periodically and will provide a report to a person of responsibility at each Visiting Volunteer Program and person responsible for each Patient Area or department regarding Visiting Volunteer attendance. 
    • In the spirit of collaboration and cooperation, Visiting Volunteers and Visiting Volunteer Program partners should, in the first instance, raise any concerns or questions promptly with the Family Services Manager.  In the event that the concern is not satisfactorily addressed, the Volunteer should contact the organisational coordinator at the Volunteer Group.

    5. Related RCH policies and procedures

    Consumer Focused Care and Child Safety

    Media Protocol

    Visits and Tours Procedure

    6. Reference

    6. Contacts

    • Kiley Kavanagh, Family Services Manager, 9345 4366
    • Roberto Venturini, Director Partnerships and Consumer Engagement, 9345 4924