Volunteer event

2020 California Hospital Volunteer Leadership Conference
Engineering Change. Inspiring Leadership.

February 17-19, 2020
Newport Beach, CA

 

The 2020 California Hospital Volunteer Leadership Conference, “Engineering Change. Inspiring Leadership.,” took place February 17-19 at the Hyatt Regency Newport Beach.

Thanks to the support of all our attendees, speakers, sponsors and exhibitors who created a wonderful educational experience.  

Program 2/17

Click on the session title hyperlink to access presentation materials.  Not all session materials are available. 

Monday, February 17, 2020

2 – 5 p.m. | Early-Bird Registration | Plaza Arbor 

2 – 4 p.m. | Sponsor/Exhibit Event | Plaza Arbor

3 – 3:45 p.m. | Pre-Conference Session | Plaza Ballroom III

Conference Connections*

Roseanna Galindo, CAVS, Director, Volunteer Services, Enloe Medical Center
Kay Kohen, Volunteer, Enloe Medical Center
Louis Peltier, Volunteer, Mercy Hospitals Bakersfield
Linda Van Fulpen, CAVS, Manager, Volunteer Services, Sharp Grossmont Hospital
Vicki Veal, Volunteer, Mission Hospital Mission Viejo

Designed for both new and experienced hospital volunteer leaders, this informal session will teach attendees how to best connect to the conference content and build relationships with fellow volunteer leaders. An overview of the California Association of Hospitals and Health Systems (CAHHS)network will be provided, including available resources that benefit volunteers and their organizations. Representatives from the CAHHS Volunteer Leadership Network will be available as conference ambassadors, assisting attendees with navigating the conference sessions, and providing the knowledge and support attendees need to make the most of their conference experience. Attendees are encouraged to bring business cards to share.

4 – 5:30 p.m.| Opening Session | Plaza Ballrooms I & II

Volunteers and Philanthropists as Agents of Change (session did not have a presentation)

Melanie Lundquist, Philanthropist and Vice Chair of the Board of Partnership for Los Angeles Schools

Melanie Lundquist is an “activist philanthropist” whose voice is as fearless as her charity work. She and her husband Richard are agents of change and two of Southern California’s most significant philanthropists. The Lundquists have pledged over $325 million over the last decade to support various public education and cultural initiatives and health care efforts in the greater Los Angeles area, striving to help transform and save lives in their community while creating the classrooms and laboratories of the future. They are signatories of the Giving Pledge, the movement where some of the nation’s wealthiest individuals and couples commit to give away more than half their wealth. 
In this opening session address, Melanie will relate her life journey and philanthropic experience, discuss the impact of charitable partnerships, and inspire volunteers and volunteer leaders to be agents of change. The audience will hear examples of how Melanie has chosen not to follow the crowd; instead, she and Richard seek to kick off a virtuous cycle that attracts other donors.

5:30 – 7 p.m. | Welcome Reception  & Sponsor/Exhibit Event | Plaza Arbor

 

 

Program 2/18​

Click on the session title hyperlink to access presentation materials.  Not all session materials are available. 

Tuesday, February 18, 2020

7 a.m. – 5:30 p.m. | Registration | Plaza Arbor or Patio Foyer

7 a.m. – 8:30 a.m. | Expert and Peer-Led Roundtable Discussion Groups with Continental Breakfast* | Patio Room

Two types of roundtable discussions are planned to help participants learn more about specific topics relevant to hospital volunteer leadership. Topics include

  • Building Staff Support for Volunteers (Expert)
  • Difficult Discussions regarding Discipline and Accountability (Peer)
  • Efficient Onboarding/Competency and Compliance (Expert)
  • Engineering Volunteer Programs (Expert)
  • Fundraising (Peer)
  • Inspiring Volunteer Leadership/Board Development (Peer)
  • Recognition (Peer)
  • Recruitment (Peer)
  • Retail/Gift Shops (Expert)
  • Youth Volunteers (Expert)

7 a.m. – 8:30 a.m. | Continental Breakfast*  | Pacific Room

8:30 a.m. – 2:45 p.m. | Sponsor/Exhibit Event | Plaza Arbor

9 a.m. – 10:15 a.m. | General Session | Plaza Ballrooms I & II

Volunteers’ Impact and the Future of Health Care: A CEO Chat​ (session did not have a presentation)

Carmela Coyle, President & CEO, California Association of Hospitals and Health Systems/California Hospital Association (CHA)
Daniel L. Gross, RN, DNSc, Executive Vice President, Hospital Operations, Sharp HealthCare, San Diego

As volunteer champion Dan Gross looks toward retirement in April after a 40-year career in health care, CAHHS/CHA President & CEO Carmela Coyle will sit down with him for a one-on-one conversation. Their executive-level “coffee chat” promises to be both insightful and inspiring. Don’t miss this opportunity to hear Dan and Carmela discuss issues ranging from the future of health care delivery and how volunteers can have the greatest impact, to advice for remaining professionally resilient — particularly as a volunteer.

10:15 a.m. – 10:30 a.m. | Break

10:30 a.m. – 11:30 a.m. | General Session | Plaza Ballrooms I & II

Grabbing Hold of Hope — Homelessness in the Golden State (session did not have a presentation)

Peggy Broussard Wheeler, Vice President, Rural Health & Governance, California Hospital Association
Jennifer Friend, Chief Executive Officer, Project Hope Alliance

Homelessness is a growing challenge facing communities throughout California, with questions spanning the political, economic and social spectrum. Join us for a frank discussion of the issues surrounding homelessness and its impact on individuals, children and families. We’ll also explore its causes, some promising solutions, and how hospital volunteers can make a difference for those facing these difficult circumstances.

11:30 a.m. – 12:30 p.m. | Lunch 

12:30 p.m. – 1 p.m. | Break 

1 p.m. – 2:15 p.m. | Concurrent Sessions | Pacific Room, Patio Room, Plaza Ballroom III

Engineering Volunteer Programs to Prepare Seniors for an Emergency (requires password)

Phillip Moller, Data Technology Analyst, Dignity Health Connected Living

California’s senior population (55+) is larger than ever. We need them to be prepared for a disaster or emergency, and to understand local plans and protocols including alerts, warnings, evacuation, and sheltering. This session focuses on educating seniors on how to receive alerts, how to prepare a “go bag”, and what to include in an emergency plan.

New Approaches to Volunteer Recruitment (requires password)

Betsy McFarland, Principal, Adisa; Director of Consulting and Training, Energize, Inc.

There may be new online tools with fancy technology, but the fundamentals of recruiting have not changed. Revisit how you find and attract the volunteers you most want by looking in the right places, designing appealing work, making the most of social media, and presenting opportunities well.

Connecting Volunteer Expertise to the Quadruple Aim

Pam Keck, Manager, Volunteer Services, Swedish Issaquah
Wendy Turner, CAVS, Manager, Volunteer Services, Providence Health and Services

In 2018 Washington State Society of Directors of Volunteer Services (WSSDVS) decided to work together to showcase how volunteers impact care through programs that align with the American Hospital Association’s (AHA) Quadruple Aim — enhancing patient experience, improving population health, reducing costs, and improving the work life of health care providers. WSSDVS members participated in building the publication, which:

  • Provides a deeper a look at volunteers as professional experts in our field
  • Documents volunteers’ impact in meeting the AHA goals of the Quadruple Aim
  • Communicates relevant and impactful information that will catch leaders’ attention 

2:15 p.m. – 2:45 p.m. | Break

2:45 p.m. – 4 p.m. | Concurrent Sessions | Garden Room I, Pacific Room, Patio Room, Plaza Ballroom III

Building and Sustaining Strong Volunteer Leadership (requires password)

Betsy McFarland, Principal, Adisa; Director of Consulting and Training, Energize, Inc.
Linda Fisher, MS, CAVS, CEL, Regional Director, Volunteer & Guest Services, UCHealth Medical Center of the Rockies

In today’s commitment-averse world, how can we recruit, encourage, and support potential volunteers to take on positions of leadership? In this session, we’ll examine how to build a strong volunteer workforce including entry-level roles, board members, and everything in between.

2020 Vision: Retail Industry Trends and “Only the Best”

Laurie Clemence, Coordinator/Buyer, Sharp Grossmont Hospital
Terese Fogwell, Gift Shop Manager, Tender Touch Gift Shop, Pomona Valley Hospital Medical Center
Lilly Stamets, Principal, Premier Retail Consulting

Join our panel of seasoned retail shop managers from gift shops of all sizes for an insightful open forum session. Increase your retail knowledge and develop strategies to increase sales – all while earning the respect and appreciation of your customer base. We’ll discuss the latest product trends, review “what’s hot and what’s not”, and learn where these products are available. 

Understanding Joint Commission Standards (requires password)

Mark Crafton MPA, MT(ASCP), Executive Director, Strategic Alliances, The Joint Commission

Hospital volunteers and volunteer programs are subject to many Joint Commission standards. Learn which standards are relevant to hospital volunteers and how to put approved processes in place to remain in compliance. 

The Critical Role of Leadership in Achieving Excellence in Healthcare Experience (requires password)
Video: Every Patient Has a Story (You will be redirected to You Tube)

Deanna Frings, Vice President, Learning and Professional Development, The Beryl Institute

Patient Experience matters.  Its importance continues to grow and remains a global priority for healthcare organizations. Central to patient experience is the awareness that leadership plays a pivotal role in driving your organization’s experience culture.  Join this session for a facilitated discussion exploring leadership strategies critical in delivering excellence in experience.

Learning Objectives

  1. Enhance your leadership capabilities in fostering relationships, elevating engagement and driving accountability, critical skills in achieving excellence in experience.
  2. Identify the specific actions you can take to improve the patient experience.  
  3. Walk away with an action plan to engage your teams and volunteers in delivering their best in experience.

4 p.m. – 4:15 p.m. | Break

4:15 p.m. – 5:30 p.m. | Concurrent Sessions | Garden Room I, Pacific Room, Patio Room, Plaza Ballroom III

Applying New Retail Concepts to Hospital Gift Shops 

Lilly Stamets, Principal, Premier Retail Consulting

With the rise of ecommerce, hospital gift shops are reinventing themselves for the health care consumer. Whether you are new to gift shops or a seasoned buyer/manager, this session will explain new retail store concepts like digital convenience, service-only, and storytelling – all in ways that hospital gift shops can apply. Learn to differentiate between what works and does not work for your shop, and how to share those findings with your hospital leadership. 

Emergency Preparedness – The Role of the Hospital Volunteer (presentation unavailable, copyright materials)​

Steven Storbakken, MBA, CHEP, CHSP, CHEM, CHPA, HACP, CHPP, Director of Emergency Preparedness & Environmental Safety, Pomona Valley Hospital Medical Center (PVHMC)
Ken Barto, Oliver Dully, Brad Sells, Frances Weigand, PVHMC Volunteers 

Volunteers can play a critical role in preparing for emergencies – both natural and man-made. Pomona Valley Hospital and Health Care’s (PVHMC) Environment of Care and Emergency Preparedness Programs demonstrate this by integrating volunteers into their plans.

Our panel of volunteer leaders will outline PVHMC’s best practice Emergency Management Program and its reach into leadership, committees, exercises, training, and ham radio systems – plus local Community Emergency Response Team (CERT), hospital and mobile command centers.

We’ll also review two new and innovative programs; WINLINK, for sending documents over ham radio systems and PVHMC’s award-winning Access and Functional Needs Disaster Risk Assignment tool.

Telling the Volunteer Impact Story

Linda Fisher, MS, CAVS, CEL, Regional Director, Volunteer & Guest Services, UCHealth Medical Center of the Rockies

Volunteers’ impact on patients is often overlooked — and sometimes even undervalued. As volunteer leaders, we know the stories of how our volunteers go above and beyond to make a significant difference in our organizations and for the patients and families whose lives they touch. This session will introduce and explore VIMPACT — the volunteer impact and its effect on the journey of our patients and families. The presentation will challenge you to provide ideas for how we can begin to share the volunteer impact in every aspect of our communication. You’ll be part of the effort to design a program that changes the traditional volunteer paradigm from time and hours served, to elevate your program so it recognizes the value your volunteers bring.    

To Care is Human: Patient Experience the New Strategic Heart of Healthcare (requires password)
Video: To Care is Human (You will be redirected to You Tube)

Deanna Frings, Vice President, Learning and Professional Development, The Beryl Institute

It is time to reframe our thinking on patient experience and reinforce the core strategies driving the human experience excellence at the heart of healthcare today. In acknowledging that every person has the potential to impact the human experience in healthcare, we will look at the foundational concepts of experience, what it matters and the impact it can have. Through exploring the findings of two landmark studies from The Beryl Institute – Consumer Perspectives on Patient Experience 2018 and To Care is Human: The Factors Influencing Human Experience in Healthcare Today – we will identify the common themes and opportunities found in looking at the patient experience movement from a global perspective, the implications for action and the opportunities for leadership will be revealed. The lessons learned will be supported by the latest findings from The State of Patient Experience 2019: Looking to the Future of Human Experience which reinforces the connection of quality, safety and service in driving the best in overall experience for all who serve in and are served by healthcare. Be prepared to challenge your thinking, explore new ideas and walk away reignited to engage in leading the global effort to achieve patient experience excellence.

6:30 p.m. | Volunteer Resource Professionals Networking Event*$ 

 

Program 2/19

Click on the session title hyperlink to access presentation materials.  Not all session materials are available. 

Wednesday, February 19, 2020

7 a.m. – Noon | Registration | Plaza Arbor

7 a.m. – 8:30 a.m. | Expert and Peer-Led Roundtable Discussion Groups with Continental Breakfast* | Patio Room

Two types of roundtable discussions are planned to help participants learn more about specific topics relevant to hospital volunteer leadership. Topics include

  • Building Staff Support for Volunteers (Expert)
  • Difficult Discussions regarding Discipline and Accountability (Expert)
  • Efficient Onboarding/Competency and Compliance (Expert)
  • Engineering Volunteer Programs (Expert)
  • Inspiring Volunteer Leadership/Board Development (Peer)
  • Open Discussion (Self)
  • Recruitment (Peer)
  • Retention (Peer)
  • Working with Episodic & Short-Term Volunteers/Corporate Social Responsibility Programs (Expert)
  • Youth Volunteers (Expert)

7 a.m. – 8:30 a.m. | Continental Breakfast*  | Garden Room II

8:45 a.m. – 10 a.m. | General Session | Plaza Ballrooms I & II

Gain the Day: Controlling Stress and Pressure When Resources Are Tight (presentation unavailable, copyright materials)​

Jeanne Sexson, Author

Stress can affect our ability to think clearly and problem solve, and even become hazardous to our health. Learn to combat stress with proven methods. In this session, you’ll learn positive ways to build a more resilient mindset and the ability to “go the distance.” We’ll address:

  • How to identify sources of pressure
  • What makes someone able to “go the distance”
  • How to recognize when to adjust, and when to adapt
  • How to develop a forward-thinking focus

10 a.m. – 10:15 a.m. | Break 

10:15 a.m. – 11:30 a.m. | Concurrent Sessions | Garden Room I, Patio Room, Plaza Ballroom III

Setting the Bar: How to Assess Volunteer Performance (requires password)

Betsy McFarland, Principal, Adisa; Director of Consulting and Training, Energize, Inc.

Many volunteer-based programs assess only the level of success that the overall program achieves, and tend to overlook the performance of the volunteers ultimately driving program success. This session examines how volunteer performance evaluations can open avenues of communication, mutually benefiting the volunteers and the organization alike.

Change: The Human Factors (presentation unavailable, copyright materials)​

Jeanne Sexson, Author

Change can cause all sorts of unease. often reflecting in reduced performance and poor morale. While change will never go away, how organizations address change can make all the difference. This session, in an upbeat and interactive environment, offers valuable insight into steering clear of the obstacles change can throw at us. We’ll explore:

  • Why change has a major impact on productivity
  • Why people are resistant to change
  • How to effectively introduce change
  • How to overcome resistance in the change process

Managing Your Volunteer Workforce: Compliance, Human Resources and Legal Issues

Gail Blanchard-Saiger, JD, Vice President & Counsel, Labor & Employment, California Hospital Association
Roseanna Galindo, CAVS, Director, Volunteer Services, Enloe Medical Center

Because many compliance, legal, and operational issues arise in a volunteer workforce, this session will cover an array of issues: criteria to distinguish a volunteer from an employee, whether to conduct criminal background checks, what types of policies you should have, whether your hospital is liable for volunteer privacy breaches, and potential issues in your student and intern workforce. Although there are many gray areas, participants will receive practical advice to help prevent problems before they occur.

11:30 a.m. –  Noon | Closing Session | Plaza Ballrooms I & II

Content, facilitators and sessions are subject to change. 

Speakers

Many thanks to all of the conference speakers, who provided exceptional educational sessions. 

General Sessions

Carmela Coyle, President & CEO, California Association of Hospitals and Health Systems/California Hospital Association

Peggy Broussard Wheeler, Vice President, Rural Health & Governance, California Hospital Association

Jennifer Friend, Chief Executive Officer, Project Hope Alliance

Daniel L. Gross, RN, DNSc, Executive Vice President, Hospital Operations, Sharp HealthCare, San Diego

Melanie Lundquist, Philanthropist and Vice Chair of the Board of Partnership for Los Angeles Schools

Jeanne Sexson, Author

   

Concurrent Sessions

Ken Barto, Volunteer, Pomona Valley Hospital Medical Center

Gail Blanchard-Saiger, JD, Vice President & Counsel, Labor & Employment, California Hospital Association

Laurie Clemence, Coordinator/Buyer, Sharp Grossmont Hospital

Mark Crafton MPA, MT(ASCP), Executive Director of Strategic Alliances, The Joint Commission

Oliver Dully, Volunteer, Pomona Valley Hospital Medical Center

Linda Fisher, MS, CAVS, CEL, Regional Director, Volunteer & Guest Services, UCHealth Medical Center of the Rockies

Terese Fogwell, Gift Shop Manager, Tender Touch Gift Shop, Pomona Valley Hospital Medical Center

Deanna Frings, Vice President, Learning and Professional Development, The Beryl Institute

Roseanna Galindo, CAVS, Director, Volunteer Services, Enloe Medical Center

Pam Keck, Manager, Volunteer Services, Swedish Issaquah

Kay Kohen, Volunteer, Enloe Medical Center

Betsy McFarland, Principal, Adisa; Director of Consulting and Training, Energize, Inc.

Phillip Moller, Data Technology Analyst, Dignity Health Connected Living

Louis Peltier, Volunteer, Mercy Hospitals Bakersfield

Brad Sells, Volunteer, Pomona Valley Hospital Medical Center

Lilly Stamets, Principal, Premier Retail Consulting

Steven Storbakken, MBA, CHEP, CHSP, CHEM, CHPA, HACP, CHPP, Director, Environmental Safety/Emergency Preparedness, Pomona Valley Hospital Medical Center

Wendy Turner, CAVS, Manager, Volunteer Services, Providence Health & Services

Linda Van Fulpen, CAVS, Manager, Volunteer Services, Sharp Grossmont Hospital

Vicki Veal, Volunteer, Mission Hospital Mission Viejo

Frances Weigand, Volunteer, Pomona Valley Hospital Medical Center

Sponsors

Thank you to our conference sponsors who help the CAHHS conference planning committee create a rich educational experience for our attendees.  

 

Platinum Sponsor————————————————————————

 
   

Gold Sponsor——————————————————————————

   
   
 
   

Silver Sponsor—————————————————————————-

   
 
   

In-Kind Sponsor—————————————————————————

   
   
 

Exhibits

California Hospital Association
Political Action Committee (CHPAC)
1215 K Street, Suite 800
Sacramento, CA 95814
(916) 552-7533
Fax: (916) 552-7692
www.calhospital.org/chpac
Email: chpac@calhospital.org
Representative: Lauren Moran

Hallmark
2501 McGee Street, MD#820
Kansas City, MO 64108
(816) 274-5185 and (816) 457-0912
www.growwithhallmark.com
Emails: ken.christian@hallmark.com, cathy.willenbring@hallmark.com
Representatives: Ken Christian, Cathy Willenbring

Mom365 Newborn Photography
3613 Mueller Road
St. Charles, MO 63301
(760) 805-5534 and (513) 252-3297
Toll-free: (800) 422-3686
www.mom365.com
Emails: cchristy@mom365.com, awhitesell@mom365.com
Representatives: Cindy Christy, Anna Whitesell

Samaritan Technologies
265 E 100 South, Suite 290
Salt Lake City, UT 84111
(801) 328-3972 ext. 2
Toll-free: (888) 904-6060 ext. 2
https://samaritan.com
Email: sales@samaritan.com
Representatives: Bruce Behmyer, Keith Leonard

VSys One by Bespoke Software
5 Sand Creek Road, Suite 220
Albany, NY 12205
(518) 618-0746
Toll-free: (800) 517-3943
Fax: (888) 263-4348
www.VSysOne.com
Emails: mbergin@vsysone.com, wcornett@vsysone.com, mdowd@vsysone.com,
mrusso@vsysone.com
Representatives: Melissa Bergin, William Cornett, Mary Dowd, Mark Russo

Retail Showcase

John Berger Sales
9221 E Baseline Road, Suite 109-166
Mesa AZ, 85209
(626) 437-5319
Coronet Jewelry: www.coronet-jewelry.com / R.S. Covenant: www.rscovenant.com
Email: berger.johnd@gmail.com
Representative: John Berger

Las Vegas Market
475 S Grand Central Parkway, Suite 1615
Las Vegas, NV 89106
(702) 599-9621
Toll-free: (888) 416-8600
www.lasvegasmarket.com

Supporters

Advertisements

Thank you to our conference advertisers. To view a slide show of 2020 conference program advertisements, click here.

Meetups

Thank you to the following groups who utilized the Meetup space during the 2020 California Hospital Volunteer Leadership Conference. Space will be available during future events.  

  • Kaiser Permanente
  • San Diego Association of Directors of Volunteer Services (SDADVS) and
    Sharp HealthCare Meetup

Photos

Available soon. 

Contact Us

CAHHS Volunteer Services
1215 K Street, Suite 800
Sacramento, CA 95814
(916) 552-7544 Fax: (916) 552-2610
volunteers@calhospital.org

Committee Leadership 

Kay Kohen (2019-20)
Volunteer, Enloe Medical Center

Roseanna Kuhn, CAVS (2019-20)
Director, Volunteer Services, Enloe Medical Center

Louis Peltier (2013-14)
Volunteer, Mercy Hospitals

Linda Van Fulpen, CAVS (2016)
Manager, Volunteer Services, Sharp Grossmont Hospital

Vicki Veal (2016-18)
Volunteer, Mission Hospital Mission Viejo

Avi Zaraya, MBA (2017-18)
Assistant Medical Center & Area Administrator, Support Services/Program Director, Experience KP, Kaiser Permanente Woodland Hills

CAHHS Staff

Melanie D. Shanley
Volunteer Services Program Manager

Commands