Prospective Call Back Volunteers
What is Call Back?
Call Back is the Society’s newest patient service program in which trained volunteers provide follow-up calls to patients, caregivers and survivors who have contacted the Society for information or services. Volunteers help the Society build a long term relationship with constituents (e.g. patients, survivors, caregivers) by educating them about American Cancer Society free programs, services and activities; empowering them to make informed decisions and take appropriate action; ensuring that their initial needs were identified and fulfilled; identifying additional needs; and recruiting and cultivating potential new volunteers, donors and advocates for the Society when appropriate.
Volunteers can help with the Call Back program by making follow-up calls from their local Society office or their home (with staff approval), or by coordinating volunteers to make the calls. Click on the position descriptions below to read more about these volunteer roles. If you’re interested in applying, simply download one of the applications, complete it and return it to your local Society office for consideration.
|
Volunteer Postion Descriptions:
|
|
|
Other Helpful Documents:
|
Volunteer Position Description
Call Back Program
The goal of the Call Back Program is to follow up with those who have made contact with the American Cancer Society through 1.800.227.2345, Stephanie H. Lane Cancer Resource Network, local office, and participation in a local American Cancer Society event or program. This ensures that the patient’s and caregiver’s needs were met through their initial contact and allows the Society to build a relationship with the constituent. The program also provides an opportunity for the patient and/or caregiver to identify additional needs they may have for information and services.
Responsibilities
· Conducts call backs to constituents to determine if their initial needs were met
· Provides supportive listening to the constituent
· Promotes the programs and services of the American Cancer Society
· Documents feedback regarding referrals received from the Cancer Resource Connection (CRC) as appropriate
· Provides feedback on constituent unmet needs
· Forwards information of constituent’s unmet needs to American Cancer Society Staff Partner and the Cancer Resource Specialist for his/her area
· Forwards information on constituent’s additional needs to the Cancer Resource Specialist
· Maintains accurate constituent records by documenting information
· Maintains communication with the Regional Cancer Resource Specialist of the Network
· Maintains all records and information confidential
· Provides information about volunteer and donor opportunities as appropriate
Qualifications/Skills
· Completion of Trainings
1. Call Back I: Understanding the Value of the Call Backs to Patients and Caregivers (Required Training)
2. Call Back II: Practice Steps to Enhance Volunteer Skills in Call Backs to Patients and Caregivers (Required in first 4 months of volunteering)
3. Call Back Update: Program Updates and Best Practices to Support Volunteers in Patient and Caregiver Call Backs (Required every two years)
4. Patient Support Training (Required in the first year of volunteering)
· Demonstrates knowledge and commitment to the American Cancer Society Mission
· Knowledgeable about the core programs and activities of the American Cancer Society
· Strong communication and listening skills
· Appreciation for diversity
· Ability to handle difficult or emotional situations
· Ability to work independently from the office or from home
Support Provided
· Basic training and certification
· Ongoing training, coaching and support by American Cancer Society staff and/or volunteers
Access 
