American Cancer Society Mission Training and Support for Volunteers

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Refer to the FAQs page for common questions and answers.

General Website Questions

Select the category of your question below.

General questions that apply to all volunteer roles
General website questions
Training and Registration
Look Good…Feel Better
Call Back
Reach to Recovery
Man to Man
Road to Recovery

General Website Questions

I forgot my Username or Password. How can I retrieve it?
Click on the “Forgot Username” or “Forgot Password” boxes on the homepage of www.ACSMissionTraining.org. Follow the instructions to retrieve the information you need.

Why is it required to complete a User Profile in order for me to register for trainings?
The User Profile is necessary so that we have your basic contact information (name, address, phone, email) in order to send you training materials and dial-in information.

Do I have to answer all of the questions in the User Profile?
No. Only the questions with an asterisk (*) are required.  We appreciate it if you complete all of the questions, as it helps the American Cancer Society better meet the needs of our volunteers, as well as patients and caregivers.  If you are uncomfortable sharing certain pieces of information, however, we respect your right to keep that private.

Why does the User Profile ask so many personal questions?This information is requested to enhance service delivery to patients and caregivers (e.g. when matching Reach volunteers to newly-diagnosed breast cancer patients), and to identify future training topics to meet the needs of staff and volunteers.  All of your responses are confidential.

I’m having trouble downloading a document. What can I do to download it successfully?
You may need to download the latest version of Adobe Reader or OpenOffice. Easily download this free software by clicking on the Adobe Reader or OpenOffice button on the homepage of www.ACSMissionTraining.org, or by visiting www.adobe.com or www.openoffice.org. If you still experience trouble downloading certain documents, please contact the Network Training team by clicking on the "Contact Us" link on the bottom of the website.

Why are certain pages of the website not displaying properly on my screen?
You may need to update your Internet browser. Check to make sure that you have the most current version, or download the current version of Internet Explorer or Firefox.

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Training and Registration

Select the category of your question below.

General questions that apply to all volunteer roles
General website questions
Training and Registration
Look Good…Feel Better
Call Back
Reach to Recovery
Man to Man
Road to Recovery

Training and Registration  

Why are most of the trainings offered over the phone (teleconference)?
Offering trainings via teleconference is a convenient way for you to get the information you need from the comfort of your own home or office, without the hassle or time commitment of driving to a face-to-face training. The American Cancer Society also strives to make good use of donor dollars, and offering teleconference trainings allows us to do that by connecting with volunteers from across the state to share best practices, questions and experiences.

Are there any face-to-face training options?
While the majority of trainings are now offered via teleconference, there are some that are still offered face-to-face in order to have the capacity and the time to address more complex issues and topics. These include the certification trainings for Reach to Recovery and Look Good…Feel Better (which only apply to volunteers wanting to get involved in those particular programs), and the Patient Support Training (which is a required part of the on-going learning process for all patient service volunteers).  Volunteers that are required to attend these trainings will receive invitations via email once they are scheduled.

Can I register for a teleconference training after the registration deadline has passed?
Yes, but make sure to include your most current email address in your User Profile to ensure that the training materials and dial-in information are immediately sent to you.  If you do not have an email address, you may still register, but we cannot guarantee that the training materials will arrive via postal mail in time for the training.  In this case, you can call in to the teleconference and participate without the training materials (they will be mailed after the training).  Registration on the day of a particular training cannot be guaranteed.

Can I participate in a teleconference training with a group of people?
Yes. If you wish to participate with one or more people from the same telephone, simply use the “speaker phone” function so that everyone can hear and ask questions.  Each person who plans to participate, however, should still register individually in advance of the training.  This ensures that each person receives a copy of the training materials ahead of time, and will allow people to dial-in from a separate phone line if they need to.  Make sure that everyone who is listening in the group lets the trainer know they are present so that they can receive credit for participating in the training.

I pre-registered online but never received any notification for the training.  What happened?
Double-check your User Profile on www.ACSMissionTraining.org to make sure that your email address is correct, as all confirmation and reminder emails are sent to that email address.  If it is correct, check to see if the emails were sent to your “Junk Mail” email folder.  If they have, please adjust your security settings so that future emails will be sent to your regular email Inbox and add This e-mail address is being protected from spambots. You need JavaScript enabled to view it. to your safe list.  If you are unsure how to do this, call your Internet Service Provider for assistance.  For additional troubleshooting, contact the toll-free registration line at 877-227-0320, or email the Network Training Team by clicking the “Contact Us” link at the bottom of the webpage.

I lost my dial-in information.  How can I retrieve it to join an upcoming training?
If you registered with an email address, check your “Trash” folder to see if previous emails are still there with the materials and dial-in information. You can also wait until 1-2 days prior to the training, as a reminder email will be sent out that contains the materials and dial-in information once again.  Lastly, you can contact the toll-free registration line at 877-227-0320 or click the ”Contact Us” link, and someone will follow up with you as soon as possible.

I received the reminder email for a training, but there were no materials to download.  Why not?
We make every effort to provide training materials to you in the first email reminder, but sometimes these materials are delayed.  If there aren’t any materials for you to download, please save the email and check the link again a few days prior to the training. You may also wait for the second email reminder, which is sent out 1-2 days before each training.

Do I receive credit for participating in trainings?
Yes. Once you complete a training (whether offered via teleconference or in person), the Patient Support and Training Manager that facilitated the training will credit your volunteer profile in the American Cancer Society database and indicate that you participated. You must participate for the entire training in order to receive credit, as there is important information that is shared up until the very end.

What if I miss a training that I needed to or wanted to attend?
Select teleconference trainings are recorded and made available for you to listen to “on demand" through your computer or telephone. Visit the Volunteer Learning Center to view a list of recorded trainings and listen at a time that’s convenient for you.  Once you’re finished, complete the required feedback form and return it to the Network to receive credit for participating.

How do I receive credit for listening to a recorded training?
Once you have listened to a recorded training, simply complete the feedback form and send it to the Network. Your volunteer profiled will be updated and indicate that you listened to the recorded training.

Do you read the feedback forms?
Yes! We take them very seriously and we listen to what you have to say. We want to make our trainings as informative and helpful as possible and we love to hear your suggestions to improve.

General Questions

Select the category of your question below.

General questions that apply to all volunteer roles
General website questions
Training and Registration
Look Good…Feel Better
Call Back
Reach to Recovery
Man to Man
Road to Recovery

General Questions that apply to all volunteer roles

What happens after I submit my volunteer application?
Once your local staff partner receives your volunteer application, s/he will contact you to arrange a meeting to learn more about your interests, skills, and availability, as well as review the program of your interest in more detail and orient you to the American Cancer Society. Once you and your staff partner collectively decide which program(s) is/are the best fit for you, register to participate in the program-specific training(s) that will certify you for your program. See your program’s volunteer position description for a complete list of required trainings on the Prospective Volunteers page. Road Recovery and Call Back trainings are offered monthly, Man to Man trainings are offered quarterly, and Look Good…Feel Better and Reach to Recovery trainings are offered on an as-needed basis several times each year (see FAQ section for those programs for more information).  Register for your required trainings in the Volunteer Learning Center.  You are highly encouraged to periodically participate in optional cultural awareness trainings, cancer support trainings and Doc Talks to stay up to date with advances in cancer and learn new skills, and you will also be invited to participate in a face-to-face Patient Support Training when one is scheduled in your area (see the FAQ section for Training and Registration for more information).

Can I volunteer in more than one program?
Yes. Many people volunteer their time in multiple programs, as program roles vary throughout the year, and many roles compliment one another (ex: Reach to Recovery and Call Back). You may also wish to volunteer part of you time in a patient service program, and another part in income development (Relay for Life, Daffodil Days, Making Strides Against Breast Cancer, etc.). See the Prospective Volunteers page to learn about all the possible ways of getting involved.  Each volunteer program and role comes with its own set of training requirements. Talk with your local staff partner if you’re interested in getting involved with additional programs, and s/he will set up a time with you to determine which additional roles may be the best fit.

Is there a time commitment for which I’m required to volunteer?
There is no minimum time commitment to volunteer, however check your program’s volunteer position description on the Prospective Volunteers page and talk with your local staff partner to get a sense of how much time is recommended or needed for your role of interest. No matter how much time you have – whether it’s one day a month or a few hours a week – we will work with you to find a volunteer role that satisfies your interests and is compatible with your availability. We simply ask that you follow through with any volunteer commitments that you make, and notify your local staff partner or Volunteer Coordinator immediately if you’re not able to do so.

I know someone who is interested in volunteering. Where should I send them?
Encourage interested volunteers to call 1-800-227-2345, or contact their local American Cancer Society office directly. You can also direct them to the Prospective Volunteers page of www.ACSMissionTraining.org so that they can learn more about all the opportunities available to them, familiarize themselves with the volunteer position descriptions, and download the appropriate volunteer application.

Am I covered under the Society’s liability insurance?
In general, when you are providing a service through your designated program, you are covered under the Society’s liability insurance as secondary coverage to your primary insurance policy (ex: all volunteers in Road to Recovery and all volunteers in Look Good…Feel Better must have their own insurance as required by California law).  It is also important to note that you are only covered if your volunteer activity has been scheduled and authorized by the American Cancer Society.  This is particularly important for Road to Recovery rides, Look Good…Feel Better patient sessions, Man to Man support/self-help groups, and Reach to Recovery visits.  Any activities that have not been scheduled in advance by the Society will not be covered by our insurance policy.

Volunteers must be out of active treatment for at least one year prior to beginning in any patient service role.  When is "active treatment" officially over?
The period of active treatment differs for every cancer patient.  It includes treatments such as surgeries, chemotherapy, radiation, and other medications that are mediating the side effects of treatment.  General rule of thumb is that active treatment is over once those treatments are stopped.  Keep in mind, however, that reconstructive surgery can be considered a part of active treatment, as there are numerous emotional side effects that come along with having and recovering from reconstructive surgery.  Staff and prospective volunteers should evaluate the volunteer's readiness to begin in the particular program on a case-by-case basis, keeping the 1-year requirement in mind as a guideline.  Also remember that prospective volunteers who are waiting for their 1-year out of active treatment can volunteer in other capacities.  To see additional ways that you can get involved with the Society, visit the Prospective Volunteers page.

Why can’t I give out my personal phone number to patients or caregivers?
Volunteers should not distribute their personal phone numbers to patients or caregivers, but should rather refer people to call the Society’s toll-free number, 1-800-227-2345, for future questions and needs.  Calling the toll-free number is the most efficient way for a patient or caregiver to get support whenever they need it, and sets a good boundary to prevent volunteer burn-out. The following are some additional reasons why volunteers should refrain from giving out their person numbers:
•    Creates a potential situation of dependency (patient/caregiver calling the volunteer at all times of the day or night), which can lead to volunteer burn-out
•    Doesn’t allow the patient/caregiver to speak with a trained Cancer Resource Specialist who can provide more comprehensive navigation assistance (financial resources, transportation, support classes, connect with community resources, etc.)
•    The volunteer may be on vacation, away from the phone, or dealing with their own personal issues and unable to service the patient or caregiver

What should I do if I get a direct call from a patient/caregiver in the community?
This is another reason not to give out your personal phone number! Thank the person for contacting you, and then refer them to the Society’s toll-free number at 1-800-227-2345.  Explain that they can call at any time (day, night, or weekend) and will be able to talk to a “live” Cancer Information Specialist immediately who can address their needs.  To protect your privacy in the future as a volunteer, you can dial *67 before calling a patient/caregiver, and this will block your phone number from being displayed on caller ID.  

Can I leave a message on an answering machine or with another person when I try to call a patient/caregiver?
Unless you know for sure that it’s OK to leave a message, err on the side of caution and do not leave one. Some people don’t share the news about their cancer diagnosis or related information with all members of their household, and we need to respect their right to privacy. If you get an answering machine, simply hang up and call back later. You may also leave a very generic message without identifying yourself as calling from the American Cancer Society.  If you are speaking to a third party and they ask if you want to leave a message, ask when the patient/caregiver will be back and call back later.

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