Hospice Volunteer, Bereavement (BTAP) Caller - REMOTE

We are VITAS Healthcare, the nation’s leading end-of-life care provider since 1978. Our priority is to care: For our patients, for each other, and for the future.

Hospice Volunteers at VITAS serve in two meaningful capacities, patient care and administrative -- each playing a vital role in supporting our mission of delivering exceptional care to patients and families.

• Administrative Hospice Volunteers play a vital behind-the-scenes role at VITAS, offering clerical & organizational support that helps our teams deliver exceptional care to patients & families.
• Patient Care Hospice Volunteers bring comfort, companionship, & emotional support to patients & families during end-of-life care. They offer light assistance, respite, & a caring presence— sometimes extending that support through gentle bereavement care for loved ones. Volunteers serve in homes, nursing facilities, or Inpatient Hospice Centers, complementing the clinical team with heartfelt, non-medical care tailored to each patient’s needs.

Bereavement Telephone Assurance Program (BTAP) Call Volunteers provide compassionate, structured phone outreach to primary caregivers approximately eight weeks after a patient’s death. Their role is to offer condolences, assess caregiver well-being, and identify any needs requiring follow-up by the VITAS bereavement or care team.

ROLE RESPONSIBILITIES, MAY INCLUDE:

• Helping with clerical tasks, data entry, filing, friendly phone calls, newsletter prep, & keeping our supply room organized.
• Dropping off supplies, groceries, or medications to patients & caregivers.
• Taking part in Veteran pinning, community fairs, & VITAS booths to share our mission & connect with others.
• Making proactive & bereavement check-in calls, listen with care, & share any concerns with the team.
• Supporting with other meaningful tasks as they arise.
• Logging/documenting your volunteer activities/hours promptly.
• Greeting visitors with warmth, offer tours, play soothing music, help with light tidying, & alert staff to call lights.
• Participating in team meeting, trainings, & in-services as required.
• Performing other duties as assigned.

BEREAVEMENT (BTAP) CALL VOLUNTEER RESPONSIBILITIES:

• Making bereavement phone calls to assigned primary caregivers within one week of receiving the call list, using approved scripts and an empathic, professional tone.
• Providing emotional support and active listening, allowing caregivers to share how they are coping and validating their grief experience.
• Assessing for bereavement needs, including signs of distress, unresolved grief, or interest in additional bereavement services or support groups.
• Identifying and reporting concerns about the care the patient received and promptly notifying the Bereavement Services Manager (BSM), Team Manager, or Telecare when concerns arise.
• Confirming and correcting caregiver contact information, such as address, phone number, and name spelling.
• Educating caregivers about available VITAS bereavement services, support groups, memory bear programs, and the upcoming CAHPS survey.
• Leaving voicemail messages when caregivers cannot be reached, using the approved message script.
• Documenting each call accurately in the Bereavement Call Response Portal, including outcomes and any identified needs.
• Maintaining confidentiality and HIPAA compliance, ensuring secure handling and deletion of patient information.
• Recording volunteer hours in the designated time log, including preparation, calls, and documentation.

ROLE REQUIREMENTS:

• Upholding HIPAA regulations & treating all personal information with respect & confidentiality.
• Staying connected with VITAS staff to collaborate and support care.
• Compassion, empathy, reliability, and patience.
• Being team-oriented & aligned with the VITAS hospice philosophy.
• Comfortable working with diverse cultural & spiritual backgrounds.
• Being dependable, punctual, & consistent in scheduling.
• Completion of applicable VITAS onboarding, volunteer training & ongoing education.
• Practicing infection control measures per VITAS standards, policies, & procedures.

ADDITONAL ROLE RESPONSIBILIES TO PROVIDE PATIENT CARE:

• Providing meaningful companionship & emotional support to patients & caregivers through light homemaking, transportation, & respite care.
• Following the patient’s plan of care, volunteers ensure each interaction is compassionate, purposeful, & tailored to the patient’s assessed needs.
• Relaying meaningful insights & observations to the hospice team & Volunteer Manager regarding patient care as necessary.
• Documenting each care-planned visit with a patient care volunteer note to ensure volunteer support is recognized & contributes to compassionate care.

REPORTS TO:

Reports to Team Manager, Volunteer Services Manager, or designee.

To learn more about volunteering with VITAS, please visit out volunteer page: https://www.vitas.com/volunteer