American Cancer Society Mission Training and Support for Volunteers

Impact of Not Reporting Reach to Recovery Visits

Reporting of all Reach to Recovery visits (in person, phone, and email) is one of most significant program challenges. The Stephanie H. Lane Cancer Resource Network (the Network) staff track the assigned visits in the Siebel database until they are reported as completed by the volunteer and then the request for the visit is “closed." If the visit is not reported, the request remains “open” in the database. The primary reason reports are to be submitted within five business days is because a patient has asked the Society for help and support during his/her cancer experience. It is essential to know if that patient seeking support has received it, as the Society continues on its mission of improving the quality of life for cancer patients.

In 2010, approximately 30% of the Reach to Recovery visits that were scheduled through the Network were not reported. To date in 2011, there has been a small increase in reporting resulting in approximately 25% of visits currently not being reported. The Society staff, with the help of Reach to Recovery Coordinators, continue to track “missing” reports and follow up with volunteers on a monthly basis.

While in most cases, the visit to the patient did occur, it was found that the volunteer visitor failed to report it to the Network. Unfortunately, in some cases, it was also found that the volunteer never successfully contact the patient. This requires going back to the patient and asking her or him if s/he is interested in speaking with a survivor. The American Cancer Society supports newly-diagnosed cancer patients and caregivers during the cancer continuum and it is important to ensure our volunteers are following through with the services requested at a critical time for the breast cancer patient.

Reporting of visits includes completed and successful contacts, call attempts that were not successful in reaching the patients, and also any follow-up or subsequent visit the volunteer has with the patient. The best practice for volunteers is to email the report to This e-mail address is being protected from spambots. You need JavaScript enabled to view it. and also include the Coordinator. Other reporting options include phone: 1-866-802-3104, fax: 1-800-750-5751, or mailed directly to the Network within five business days.

What happens when the visits (or visit attempts) are not reported?

• The Society is unable to accurately report to donors how many patients and caregivers were served with information and resources.
• By receiving a visit, not only is the patient receiving emotional support and information, but also another opportunity to hear about other services that they might benefit from like transportation or Look Good… Feel Better, which they might have refused when offered initially by the staff.
• When a visit is reported as successful or “unable to contact,” it generates a Call Back from a trained Society volunteer. This is an opportunity for a Call Back volunteer to follow-up with the patient regarding their Reach to Recovery visit and if they are in need of additional resources or information. When the visit or contact is not reported, no Call Back opportunity takes place.
• Reporting unsuccessful visits is extremely important. The unsuccessful visit is noted in the patient’s record and an “unable to contact” letter is mailed immediately by Network Staff. By reporting unsuccessful visits, the Call Back is generated allowing another volunteer the chance to follow-up if needed. Also, if the patient calls the Society wondering why they did not receive a call from a Reach to Recovery volunteer, the Society is able to tell the patient that a volunteer did try calling three times.

For the most updated Reach to Recovery Patient Intake/Visit Form as well as other program resources, please see the Materials for making a successful visit.