Week Three Findings

September 21–27

Goal: to improve the current volunteer program in UPMC

• Inform all stakeholders in UPMC about the program
• Engage more people to volunteer
• Improve the current volunteer training program

Research: Interviews

X.D: University-student volunteer at UPMC

• Hospitals sometimes neglect volunteers
• UPMC gave volunteers basic training in the beginning, but did not provide clear instructions on a regular basis
• A want for a wider range of jobs and roles

We talked to X.D, a university-student volunteer at UPMC. She realized the hospitals sometimes neglect volunteers. UPMC gave volunteers a basic training in the beginning, but did not provide clear instructions on a regular base when volunteers start working. Volunteers did standard works, such as greeting patients at the front door of the hospital, and they wanted to do more types of work.

September 22

We were able to get into contact with Aimee, the volunteer coordinator at a couple of UPMC hospitals, Shadyside and Presbyterian.

Aimee: Volunteer Coordinator at UPMC

Pre-COVID

• 250–300 volunteers
• 80–85% are students
• Now

Not permitted in patient units

• Roles limited: Screening, greeting, and office support
• Biggest challenge:
• Volunteer call offs

Direction

We are unsure about the final outcome yet, and we want to continue to do more research to narrow out problem space down, but here are three potential solutions:

• Print physical leaflets
• Redesign website
• Make physical and digital materials for training