33 “Volunteers – The Crowning Jewel of Healthcare!”

26th Annual SHVL Leadership Conference April 28 - 30, 2019 ~ Charlotte, NC

The SHVL Board of Directors is excited to invite you to our 26th annual leadership conference, “Volunteers – The Crowning Jewel of Healthcare!” April 28 - 30, 2019, at the Westin Charlotte, in Charlotte, NC.

Our hospitals are faced with multiple challenges and changes as we all work to create an exceptional patient experience while providing the highest quality care. The SHVL conference will focus on emerging trends in healthcare volunteerism, and will address many of the issues facing our healthcare organizations, volunteer groups and daily lives. In addition to educational topics, you will have time to rekindle old friendships and make some new ones. Time will be spent with peers as we gather together to learn, share and network.

We are lining up exceptional keynote and workshop speakers in the fields of leadership, retail management and self-improvement – ensuring that all volunteer leaders, retail managers, Auxilians, volunteers and SALs have the opportunity to receive vital information on relevant topics.

At conference, together we will learn new and innovative strategies, assisting us as we continue to be that “crowning jewel” for our healthcare system. We will also have fun at our closing event, a “Top Hats and Tiaras” celebration featuring dinner and live music. It will be a wonderful way to royally celebrate together in the “Queen City!”

We look forward to seeing you in Charlotte!

Jean Chris Jean Payne Chris Perry President, SHVL VP Education, SHVL

A royal learning opportunity and celebration awaits you in the Queen City!

For more information regarding events happening in Charlotte, visit www.charlottesgotalot.com/events

you in the Queen City.

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Quick Conference Facts

Registration Fee:

Registration is currently open. Register online at www.SHVLonline.org or by using the enclosed registration form. See website or registration form for complete registration pricing.

 Regular Registration fee available through April 5, 2019.  One-Day Registration fee available for April 29 only.  $50 additional late fee required after April 5, 2019.

Conference Brochure:

 The most recent updates to the conference brochure are posted on-line at www.SHVLonline.org.

 To keep the conference as cost-effective as possible, we ask you to print and bring this brochure with you.  Presenter handouts will be available on the SHVL website the week prior to the conference.

Hotel Information: The Westin Charlotte ~ 601 South College Street ~ Charlotte, NC 28202  Located in the heart of Uptown Charlotte.  SHVL Conference Rate starts at $219 plus state and local taxes (currently 15.25%).  Conference Rate cut-off-date is April 5, 2019.  Reservation requests made after 5:00p.m., April 5, 2019 will be accepted at the hotel’s prevailing rate; based on availability.  To make reservations: o call 1-866-837-4148 and request the Society for Healthcare Volunteer Leaders 2019 Conference room rate. o register online at: Book your group rate for Society for Healthcare Volunteer Leaders  Complimentary Wi-Fi in guest rooms.  Self- parking available at $25 per day. Valet parking $30 per day.

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Transportation Information:  Nearest airport - Charlotte Douglas International Airport (CLT) o Airport phone – 704-359-4013 o Hotel is 7.3 miles W of airport  Hotel does not provide shuttle service from airport. o Taxi service is available for approximately $25 from the airport. o Uber and Lyft services are available at the airport. o Several shuttle services operate from the airport. o The Charlotte Area Transit System (CATS) provides service from the airport to Uptown Charlotte. o Visit http://www.cltairport.com/GroundTransportation/Pages/default.aspx for ground transportation information from airport.  Driving Directions from I-85 o Take the NC-27/Freedom Dr/I-85 S exit, EXIT 34. (.38 miles) • Merge onto Freedom Dr./NC-27 toward Downtown/Bank of America Stadium/Bobcats Arena. (2.13 miles) • Turn left onto W Morehead St/US-29 N/NC-27. Continue to follow W Morehead St/NC- 27. (1.2 miles) • Turn left onto S. College St. (.19 miles) • Hotel is at 601 S. College Street.

Conference T-shirt available for only $20:

 Attendees will be invited to wear the shirt on April 29.  Deadline for ordering shirts is March 31

Donate a Gift Card to the SHVL Gift Card Silent Auction and Join in the fun!:  Support SHVL Education by donating a Gift Card from your favorite store, restaurant, or a VISA/MC card.  All amounts welcome, but consider donating a Gift Card valued at $25 or more.  “Local” specialty stores may not be located in all Conference T-Shirt Design back states, so pick a Gift Card that could be used in most cities/states.  Bring the Gift Card with you to conference, in an envelope with the name of the donor (individual, Auxiliary, or hospital) and dollar value of the card(s).  Leave the Gift Card donation at the SHVL Conference Registration Area.  Gift Cards will be bundled and offered during a Silent Auction.  Winners will be announced at the end of the Vendor Fair on Monday.  Silent Auction winners may pay for their gift card bundles by cash, check, or credit card.  THANK YOU for your support of SHVL Education!!

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Top Hats and Tiaras

April 30 Closing Event

6 – 9 p.m. Included in conference registration

To honor Charlotte as the “Queen City” and to celebrate the closing of our conference, the SHVL Board of Directors cordially invites you to the Top Hats and Tiaras Gala. Dress as royalty (optional) and wear your top hat, tiara or fascinator. Don’t have “formal” head ware, don’t fret – we’ll make fascinator tiaras during the conference.

Live music from multiple genres will be provided by the “Sweetwater All Stars.” The band is comprised of employees from Sweetwater Sound, Inc. in Fort Wayne, IN and is a “who’s who” of musicians and music professionals from all over the country. Members include Nick D’Virgilio (Genesis, Tears For Fears) on drums, Don Carr (James Brown, The Oak Ridge Boys) on lead guitar, Phil Naish (Elton John, Steven Curtis Chapman) on keys, Kat Bowser (Oleta Adams, Jon Secada, Tony Bennett) on vocals, Sweetwater’s owner and CEO, Chuck Surack on saxophone – and that’s just to name a few. The band performs a variety of music that is primarily focused on early Motown, Stax, Chess and Atlantic artists, along with their own interpretations of popular music from yesterday and today.

During the closing event, a drawing for a complimentary conference registration for the March 22 – 24, 2020 SHVL conference in New Orleans will be held. You must be present to win.

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Sunday, April 28

8 a.m. – 5 p.m. Registration Open

10 – 11:15 a.m. ~ Facilitator Training ~ First Time Attendee Session

11:30 a.m. – 1:45 p.m. Lunch, Opening Ceremony, State Roll Call & Keynote Presentation

2 – 3:15 p.m. ~ Volunteer Networking Session Conference ~ Healthcare Volunteer Leader Networking Session ~ Breakout Session

3:30 – 4:45 p.m. ~ Retail Management Networking Session ~ Breakout Sessions

5 – 7 p.m. SHVL Annual Meeting and President’s Reception for SHVL Members

Dinner on Your Own

Monday, April 29

8 a.m. – 5 p.m. Registration Open

8 – 9:45 a.m. Plated Breakfast with Keynote Speaker At Schedule 10 – 11:15 a.m. ~ Breakout Sessions ~ State Auxiliary Leader Tea (SALS – Invitation Only) ~ Buyers Only Vendor Show (must be pre-registered as a buyer; entrance requires a ticket)

11:30 a.m. – 3 p.m. Vendor Show and Lunch Bring money and plan to shop for yourself or friends Write orders for your shop and / or book vendor sales

12 - 2 p.m. North Carolina DVS Meeting

1:30 – 2:45 p.m. ~ Breakout Sessions

3 p.m. Vendor Show Door Prizes (must be present to win)

Announcement of Silent Auction winners -

3:45 – 5 p.m. Breakout Sessions a

Dinner on Your Own - Glance Tuesday, April 30

6:45 – 8 a.m. Buffet Breakfast

8 a.m. – 3 p.m. Registration Open

8:45 – 10 a.m. ~ Breakout Sessions

10:15 – 11:30 a.m. ~ Breakout Sessions 12 – 2 p.m. Lunch, Keynote Speaker, Impact Award Presentation and Closing Ceremony

2:15 – 3:30 p.m. ~ Breakout Sessions

3:45 – 5 p.m. ~ Breakout Sessions

6 – 9 p.m. Top Hats and Tiaras Gala Dinner and live music from the “Sweetwater All Stars” “Royal” attire optional. Page 5 of 21 4.4.19

KEYNOTE SPEAKERS

PHIL RICH Senior Vice President and Chief Merchandising Officer, Sweetwater Sound, Inc. Phil Rich is an 18-year veteran of the music industry with broad experience in retail sales, training, merchandising, purchasing, marketing and management. His primary role at Sweetwater* is working with his team to determine what products the company offers. Before joining Sweetwater in 2011, Phil spent 14 years working at Guitar Center as Vice President of Merchandising and in other roles including District Sales Manager and Director of Training. He served on the National Association of Music Merchants Board from 2008 – 2011. Prior to working at Guitar Center, Phil was in the US Navy for 8 years including a year at sea during Desert Storm, and later, as a guitarist for the Navy Band. Phil has significant experience as an audio engineer and is a graduate of the University of Washington’s audio production program. He’s an experienced professional musician and regularly performs in Fort Wayne. His passion for aviation led him to become an instrument- rated pilot. He volunteers with the local EAA Young Eagles program, bringing the experience of flight to local youth. (*Sweetwater Sound, Inc. is the largest online retailer of musical instruments and pro audio equipment in the United States with 619 million in revenue recorded in 2017.)

~ Sweeten the Purchase (ALL) At Sweetwater Sound, every item is shipped with a handful of candy thrown in. It’s kind of like “give them the pickle” but in Phil’s case, it’s “give them the candy.” Learn about those special or extra things that keep your customers – shoppers, patients, volunteers - happy and coming back.

KELLY SWANSON Strategic Storytelling Expert, Motivational Speaker, Comedian, Award-Winning Storyteller and Author, Least Likely To Be Seen Jogging Kelly Swanson’s life journey has shown her just what a powerful communication tool storytelling can be. Kelly shares, “People are always asking me how I got to where I am. Most days I’m not really sure. When I look back at that painfully shy goofy kid I used to be…well, I never imagined she would end up here. I give all the credit to one gift – my ability to tell a good story. Not only did I learn to change the story line running through my head to achieve things I never thought possible, but I learned how to use story as a tool to influence people in a powerful way. When we connect through story it is real and lasting. And that’s where the magic is. Let me help you find the magic in your story.”

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Kelly has been featured on The Fashion Hero T.V. show, The Huffington Post, Holland America Cruise Lines, Speaker magazine, Entrepreneur.com, Toastmaster magazine, Coura- geous Woman magazine, and her mother’s coffee table. She is the author of several books.

~ The Story-driven LIFE (ALL) This presentation is based on Kelly’s book Who Hijacked My Fairy Tale? Learn how to manage the storyline running through your head to deal with stress and change to reach a higher level of peace, productivity and prosperity. Find how to use passion, purpose and confidence to set and reach goals. Follow Kelly on a journey through the power of story as it played out in her own life – and learn how to create a winning mindset, laughing the whole way.

~ The Story-driven ASSOCIATION (ALL) Learn how to craft, tell and share the story of your association in a way that actually taps into the stories of your members. Not only does this help you “sell” your organization, it also invites your members to be more emotionally invested in the organization resulting in increased membership and retention.

Special Thanks to our Sponsors

Diamond Presenting Sponsor

Topaz Sponsor Emerald Sponsor

Certification Booth Sponsor Photography Services

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BREAK-OUT SESSION SPEAKERS

Below is a preview of Conference Sessions – Watch the SHVL website (www.SHVLonline.org) for additional speakers and sessions.

A target audience designation is included with each session and is intended as a tool to assist you as you select sessions to attend. All sessions are open to all attendees. (HVL) = DVS, Directors, Managers, Coordinators, etc. of Volunteer Programs (GS) = Gift Shop Managers, Retail Managers (VOL/AUX) = Volunteers & Auxilians

Thomas Arbaugh, M.Div., MSC, BCC Thomas Arbaugh is a John Maxwell certified speaker, teacher and coach. He and his wife co-own Arbaugh Team Coaching, a leadership company dedicated to excellence that helps others discover stronger, braver versions of themselves. In addition, he serves as a hospital chaplain with Dignity Health and is on the faculty of Kentucky Christian University, teaching in the area of biomedical ethics. Mr. Arbaugh holds a Bachelor of Science, Social Work from California State University, Chico, Master of Divinity, Care and Counseling from Emanuel Christian Seminary, and Master of Science, Mental Health Counseling/Counselor from Milligan College. He is ordained by the Independent Christian Church and Board Certified by the Association of Professional Chaplains. He enjoys an active lifestyle of hiking, running and other sports in Gilbert, AZ with his wife and three children.

~ Intentional Living (ALL) “When you intentionally use your influence every day to bring about positive change in the lives of others, you achieve significance.” There is a big difference between a life of good intentions and an intentional life. Almost everyone has good intentions; an intentional life, however, has thought and purpose to it. And the best thing about intentional living? It’s within everyone’s reach. This presentation is based on two of John Maxwell’s bestselling books.

~ Developing the Leaders Around You - (ALL) Based on one of Arbaugh’s books, this session focuses on growing leaders as an intentional strategy to grow an organization. Leaders can’t do it alone – to succeed at the highest levels, leaders must surround themselves with a team of influencers. Although leaders may see the big picture, they need others at their side to make that picture a reality. Learn how to develop the leaders around you.

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Adey Betre Adey Betre is the Patient Experience Manager / Coach at The Johns Hopkins Hospital for Ambulatory and Outpatient Services in Baltimore, MD. She is tri-lingual and a highly skilled patient experience leader with over 20 years of compassionate customer service experience. Adey quickly earns the trust and confidence needed to facilitate learning, communication and change, as she collaborates, motivates and coaches staff in partnership with leaders across The Johns Hopkins Health System to improve patient satisfaction scores using evidence based best practices. She was instrumental in developing the Health System’s new employee orientation and has previously spoken at several national conferences.

Chevaunne Edwards, MPH Chevaunne Edwards is the Lead Patient Experience Data Analyst for The Johns Hopkins Health System where she works with multidisciplinary teams to help them understand and improve the patient experience of their patients. Chevaunne believes there are many reasons for improving patient experience, but the most important is that it holds intrinsic value to patients and families, and therefore, is an important outcome in its own right. She has combined her love of survey design with her statistical training to help patients tell their stores and express their needs using data. Chevaunne holds a MPH in Epidemiology and Biostatistics from the Tufts University School of Medicine. ~ Volunteers Improve the Patient Experience, Right?! (HVL) What is the Patient Experience? How is it measured? How can volunteers make an impact? The Johns Hopkins Hospital has aligned its volunteer program to positively influence the patients’ and families’ experience. Learn how to develop and collaborate with your volunteers to improve the patient experience at your organization.

Nick D’Virgilio A renowned drummer and extraordinarily talented singer and songwriter, Nick has worked with such prominent acts as Tears for Fears, Sheryl Crow, Kevin Gilbert, Eric Burdon and the Animals, and Peter Gabriel. In 1996, Nick took Phil Collins’ place in Genesis and played on their Calling All Stations album. He has carved out a major presence in the progressive rock world with his bands, Spock’s Beard and Big Big Train. Before joining the Sweetwater team, Nick ran away and joined the circus, spending 4 ½ years touring with Cirque du Soleil’s TOTEM as drummer, vocalist, and assistant bandleader.

Mark Hornsby There are people who make music and people who make music happen. Mark Hornsby, a lifelong volunteer, is definitely firmly ensconced in both camps. A gifted award-winning producer, engineer, musician, writer and lecturer, he’s been a part of creating some of the most compelling songs in contemporary music and he’s also a savvy entrepreneur and

Page 9 of 21 4.4.19 businessman who knows how to make sure that great music gets from the studio to the masses. With credits that run the gamut from the feisty punk pop of New Found Glory to gospel music icon Russ Taff to acclaimed jazz virtuoso Peter Erskine, Hornsby has parlayed his love for music into a successful career that has led to his current post as VP of Operations and Senior Producer/Engineer at Sweetwater Studios. He is known for his work with a wide variety of artists across many genres of music, from Garth Brooks and Alison Krauss to Godsmack, Steven Curtis Chapman, Big Big Train, Peter Erskine/Dr. Um, and the London Philharmonic.

~ The Rhythm of Music in Healthcare (ALL) This fun, interactive session will give you an overview of everything you need to know to successfully incorporate music into your organization.

Christine Delaughter, CDVS Christine Delaughter is a Certified Director of Volunteer Services with 23 years of hospital volunteer management experience. She serves as Director of Volunteer Services at Bon Secours St. Mary’s Hospital in Richmond, Virginia. Christine oversees a robust volunteer program with over 700 active volunteers and collaborates closely with the Volunteer Auxiliary Board on special projects, fundraisers, and scholarships. Mrs. Delaughter earned her bachelor’s degree in business administration with concentrations in Human Resources, Marketing, and Finance from James Madison University. She has served as president of the Virginia Society for Directors of Healthcare Volunteer Services and serves on the SHVL Board. Christine and her husband make their home in the beautiful Shenandoah Valley of Virginia.

~ FUNdraising (VOL/AUX) “Hi, do you want to serve on the Fundraising Committee??” “Uhhh...NO!” Is there any FUN in your Fundraising program? Let’s explore together some ways to have FUN while raising the needed funds for your special projects and hospital donations. Audience participation encouraged!

Whitney Rae Hatcher, MPA Whitney Hatcher is the Manager of Volunteer Services and Friends Gift Shop for WVUMedicine, a 700-bed hospital and affiliated academic medical system of West Virginia University, in Morgantown, WV. Whitney has over 10 years of healthcare experience with unique experiences in volunteer services, development and marketing. Whitney is a 2009 and 2011 West Virginia University graduate with a B.S. in Journalism and Public Relations and a Master’s in Public Administration with certification in Healthcare Administration. She is a member of the Leadership West Virginia Class of 2019 and serves on the West Virginia Society of Director of Volunteer Services Board as Member at Large.

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~ The Compassionate Caregiver – No One Dies Alone (VOL/AUX) No One Dies Alone is a nationally recognized volunteer program founded at Sacred Heart Medical Center that provides the reassuring presence of a volunteer companion to dying patients who would otherwise be alone. With the support of the nursing staff, volunteer companions are able to help provide patients with that most valuable of human gifts: a dignified death. Since relaunching the program at WVU Medicine, volunteers have embraced various obstacles and achieved technological advances with their No One Dies Alone Program.

Jade Hewitt Jade Hewitt is the Assistant Director of Patient Experience and Clinical Customer Service Program Manager at The John Hopkins Hospital and Health System in Baltimore, MD. Jade works with her Guest Services and Volunteer Services staff to improve the patient experience. As directors of first impression, she empowers them to take ownership and pride in the work they do each day. She also manages the hiring, onboarding and training for the Clinical Customer Service Coordinator and Clinical Customer Service Representative role; these individuals focus on improving the patient experience across the continuum of care. Jade’s work focuses on infusing empathetic language and structured relationship building into the daily workflow of frontline staff not only in Baltimore, but also at a Johns Hopkins affiliate hospital in Beirut, Lebanon. Ms. Hewitt also teaches a Patient Experience course for the Patient Safety Certificate Program at The Armstrong Institute. She earned a Bachelor of Science in Biology from Morgan State University.

~ Wayfinders Helping (HVL) This session will discuss how a new volunteer services department took 30 additional summer junior volunteers and created a wayfinding position and program. The students were given a Service Excellence and Patient Experience all-day intensive to prepare them to be the directors of the first impression in a hospital that serves a diverse population including underprivileged, international, and high acuity patients.

Frank Hrabe Frank Hrabe is the Database and Compliance Coordinator for the volunteer programs at Children’s Hospital of Alabama in Birmingham. He has worked in volunteer management for 16 years, having previously coordinated the teen and college student volunteer programs. In his current position, Frank oversees the onboarding of volunteers, serves as the manager of the database for the department, as well as website and social media outreach for the more than 1,000 volunteers who serve annually. Frank received his Bachelor’s and Master’s Degrees from the University of Alabama. Prior to entering the volunteer services field, he spent 27 years in higher education student services and was a charter member of the Children’s Educational Enrichment Experience, an emerging leadership academy. Frank has presented at the state, regional and national level for both professions.

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~ Volunteers Today and Beyond: A Generational Look from a Strategic Planning and Marketing Perspective. (ALL) This session will discuss the characteristics of each generation as well as the differences between generational groups and how those differences will impact hospital volunteer programs.

AnnaLuisa Huffman, MBA, MA AnnaLuisa Huffman holds an MBA in Marketing from the University of South Florida and a MA in Pastoral Theology from Barry University in Miami. She was the Director of Religious Education for one of the largest churches in SW Florida with over 50 Volunteer teachers. AnnaLuisa has presented workshops in Florida and Louisiana and at SHVL last year in Lexington. She was the Marketing Manager for a curriculum publisher in Orlando, FL and now works as the Volunteer Director at Manatee Memorial Hospital in Bradenton, FL where she has over 300 volunteers. Married for over 30 years, she and her husband, Kent reside in the Gulf Coast town of Bradenton, south of Tampa. ~ “May I Help You?” How to Form a Patient Ambassador Program (HVL) Wouldn’t it be nice if we knew how our patients’ hospital experience was before they were discharged? Patients are often afraid to speak up about their hospital stay while they are in the hospital but are not afraid to speak up when they are surveyed. What if we knew and could do service recovery and remedy the situation before the patient left the hospital? That’s where Patient Ambassadors come in. This valuable volunteer program has improved our patient satisfaction scores; find out how in this presentation.

Angela Hughes, M.Sc., CAVS Angela Hughes holds a Bachelors in Communications and a Masters in Marketing. For more than 20 years she’s worked in various marketing roles, including her current position as Manager, Community Affairs and Relations for Regional One Health (a 300-bed facility) in Memphis, TN. In this role, Angela builds and manages community programs, including Volunteer Services. Creating a program to appeal to volunteers within the Memphis community was challenging when competing with major centers like St. Jude, Baptist and Methodist; however, through creative program development and partnership with local agencies, including other hospitals, Angela has created a program that hosted 220 volunteers last fiscal year.

~ Increasing Volunteers through Alternative Program / Partnership Development (HVL) Who is a traditional volunteer? How do you find them? If you work for a health system that competes within a saturated market area, how do you encourage a limited number of potential volunteers to work for your health system? What are your options and how do you create partnerships which allow you to source non-traditional volunteers in traditional volunteer roles without human resources concerns? This session will explore these dilemmas and others.

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Donna May, CDVS Donna J. May recently moved across the river to Ohio after being a lifelong resident of Huntington, WV. A graduate of Marshall University, she bleeds green - Go HERD! Donna worked for Marshall University in Arts and Education as a finance and box office manager for over 12 years. Donna started at Cabell Huntington Hospital as the Manager of Volunteer Services and Guest Relations in September of 2012. The CHH volunteer team is 170 strong and the 24 Guest Relations staff members service the hospital lobby, Outpatient Surgery area, ICU and the Emergency Department. After attending the SHVL conferences and serving on the SHVL board, Donna obtained her CDVS in April 2018. She continues to serve on the SHVL as assistant treasurer and is also the President of the WVSDVS. In her spare time, Donna likes to travel, work in the yard and spend time with her grandsons, Parker and Grayson who are the light of her life.

~ Hospital Auxiliaries – Together WE Can Make It Happen! (VOL/AUX) How do you build a strong hospital auxiliary? Being a part of your hospital auxiliary is a great way to meet new people and help your community. You decide your time commitment! If you would like to volunteer once a month or once a week, it is up to you! The basic function of a hospital auxiliary is to raise funds to help your hospital. This session is designed to help you create a dynamic group that is successful in their goals!

Michelle McCann Michelle McCann is the Director of Community Education and Volunteer Services at Baptist Memorial Leake in Carthage, MS. She founded the volunteer program from the ground up and currently has 30 active front desk and way finder volunteers; 22 student volunteers staffed the pilot volunteen program in 2018. Michelle has worked in the volunteer arena for over 15 years in her community. She serves as Assistant Vice President of Conference Education of the SHVL Board, and is President-Elect of the MS Hospital Association of Auxiliaries and Volunteer Services. Michelle also serves as President of the Main Street Chamber of Leake County and on numerous committees; she serves as Women’s Ministry leader at her church, speaking at numerous women’s events locally and statewide. Michelle and Carl McCann have been married for 32 years; they have two grown children and two precious

grandsons.

~ Dishes in the Sink (ALL) Were you raised being taught you could not leave the house or go to bed with dirty dishes in the sink? Oh, the devastation that would happen if someone found your sink that way! We live life running madly from here to there, comparing ourselves to others – a situation made only worse by the predominance of social media. The word NO is lost from our vocabulary and we find ourselves pleasing others and not taking care of ourselves. In this humorous session, attendees will visit the possibility of saying NO and not living in a comparison world.

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Eileen McConville, MBA, CAVS With over 30 years’ experience in hospital operations and 15 years of volunteer management, Eileen McConville is a principal with Vision Volunteering, LLC; formed in 2018, the consulting company is ready to assist volunteer leaders advance their practice and strengthen the volunteer impact at their organizations. Eileen retired from New Hanover Regional Medical Center (a 728-bed public hospital) in Wilmington, NC in December 2017, having overseen a volunteer workforce of over 900 individuals as well as 50 paid staff members; her other responsibilities included oversight of three gift shops and a 24- room Family House. Eileen received her MBA from UNC-Wilmington and is a Certified Administrator of Volunteer Services.

~ Aligning Volunteer Programs with Hospital Strategy (HVL) Volunteer leaders will work together to identify services that can significantly impact patient experience. By identifying organizational needs, designing programs that align to those needs and creating new volunteer roles, attendees will return to their hospital ready to implement new services with measurable impact.

~ Coaching For Success (HVL) Addressing behavior that does not fit the organization’s mission is a difficult but necessary part of volunteer leadership. Understanding how to approach this conversation and not to be side- tracked are keys to success. Volunteers and staff want to do a good job, but sometimes the volunteer leader must step in to help them understand how to do that job in a communication style that fits the organizations’ culture. Are you prepared to Coach for Success?

Kerry Mossler, CDVS Kerry Mossler is the Community Engagement Manager and Director of Volunteer Services at Centra Southside Community Hospital in Farmville, VA. She holds a Bachelor’s Degree in communications from Longwood University and the University of Virginia. Mrs. Mossler is a true advocate for volunteerism as she serves on the boards of her local YMCA, United Way, Chamber of Commerce and Lions Club. Originally from Dallas, Texas, Kerry has been married 32 years and has 2 grown children.

~ Your Whole Life in One Notebook – Learn How to Bullet Journal (ALL) Too Busy? Stressed Out? Start a bullet journal! Bullet journaling is simple methodology for keeping up with your busy life invented by Ryder Carroll. Learn how to organize your life and reduce stress through bullet journaling. Increase your productivity and your mindfulness by learning this easy technique. Discover how to wrap up your to do list, planner and diary all in one easy way and keep track of your busy life; you can even keep up with your meal planning and grocery budget! So come get organized so you can do more of what you want to do, and less of the “stuff” that doesn’t matter.

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Anne Obarski Anne Obarski, an award-winning speaker and member of the National Speakers Association and the Global Speakers Federation since 1996, is the founder of Merchandise Concepts. Over the last 15 years, she has extensively researched all aspects of customer service, gathering priceless knowledge by mystery shopping more than 2,000 stores and businesses. Anne believes that customer service isn’t about the transaction, it’s about transforming customer relationships into a contagious experience . . . worth spreading. With more than 30 years of service experience, Anne is the author of several books.

~ What’s Your Pink Pig? – How to Feed and Nurture Your Competitive Advantage (GS) Marketing, service and creating a customer experience are all important parts of any successful business. But what is it that really sets your store apart from the competition? Find out what is the first thing customers say to describe your business. Discover simple ways to cement your brand in your customers’ mind. Answer the question, “are my volunteers part of my brand and how can I make that impression one that lasts and spreads?” Learn how creating and marketing a “Contagious Experience” for your customers will drive them to your store the first time – and then encourage them to return and spread the word along the way.

~ The A.C.E. Model: 8 Steps to Delivering an Astonishing Customer Experience (GS) We hear the following words to describe stores – awesome, beautiful, great – but wouldn’t you like to hear that your customers find you downright “astonishing?” We’ll focus on eight critical areas of your store that will make your customer “gasp.” New research reveals that “to see, touch, feel and try out items” is the top reason why consumers choose to shop in physical stores versus online. With 62% of shoppers wanting to “kick the tires”, retailers must take full advantage and up their game to create compelling in-store shopping experiences. Your store’s grading scale includes marketing, exterior and interior appearance, employees/volunteers, and four more critical factors that you may not have thought of. Get your pencils ready to score yourself on each area and learn how to deliver that “astonishing experience” for each of your customers!

Chris Perez Chris Perez is the Director of Volunteer Services at Atrium Health’s Central Division, which includes Carolinas Medical Center, Atrium Health Mercy and Levine Children’s Hospital. Prior to working in healthcare, Chris managed volunteers with the city of Charlotte and the Connecticut Juvenile Court System. He has a Bachelor’s Degree from the University of New Haven and Master’s Degrees from the University of New Haven as well as the University of North Carolina at Charlotte. He is the owner and head barista of Wise & Shine Organic Coffee and is working toward his black belt in kickboxing. Chris lives outside Charlotte, NC with his wife, three sons and a giant dog.

~ Patient Experience: Improving Volunteer Retention and Patient Care Delivery (HVL) As healthcare moves towards a focus on value, volunteer programs can experience a higher level of retention while impacting patient care at the same time. In this presentation, you’ll learn how to place volunteers in roles that meet patients’ needs, develop service descriptions

Page 15 of 21 4.4.19 that reflect the volunteer’s role in the patient experience, and improve volunteer retention through an increased focus on patient experience.

Phil Rich Phil Rich serves as Senior Vice President and Chief Merchandising Officer for Sweetwater Sound, Inc., the largest online retailer of musical instruments and pro audio equipment in the United States. His experience in managing both small retail stores and the merchandising for a multimillion dollar worldwide retailer gives him unique perspective and understanding of the challenges you face.

~ Ask the Right Question and Take Your Business to a Whole New Level (GS) In this question and answer session, Phil will discuss gift shop ideas that are applicable to large healthcare systems as well as small retail operations. To facilitate discussion, please leave your questions for Phil at the registration desk in advance. Need suggestions to get you started – “I’ve always dreamt of doing ______in my shop. How do I begin?” “How much merchandise should I keep on hand with an online shop?” “How can I take processes that work for a huge business and make them work for my small shop?”

Jeanne Sexson Jeanne Elizabeth Sexson holds a Master’s degree in Psychology and a Master’s level Certification in Education. For over 30 years she has presented at national, state and regional health industry meetings and has published numerous healthcare magazine articles. She also facilitates training for large corporations, individual facilities and universities. She is the recipient of the Outstanding Adjunct Teaching Award at Indiana Technical State College. Jeanne is a published author and illustrator of several motivational books, including her double-award winning book, Down but Not Out – Living Through your Setbacks, Major Whacks, and Broken-Heart Attacks, dealing with loss and change. Jeanne was the recipient of both the “EDIT IT” Book Award for Commitment to Achieving Precision in Communication and the Mid-America Publisher’s Association Award for illustrating. Other honor and recognitions include Outstanding Creative Woman of the Year and the National Mental Health Association’s Outstanding Service Award.

~ Change: The Human Factors (ALL) Change creates a certain amount of discomfort and resistance for people – leading to a potential decrease in the quality of performance. How an individual deals with change is as relevant to the success of an organization as job-specific technical skills. Change is like an iceberg – 10% can be seen and avoided, but the 90% beneath the surface can sink vessels. In this upbeat and interactive session, gain valuable insight into more effectively steering your ship clear of change obstacles.

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~ Gain the Day (ALL) Learn how to control pressure when demands exceed resources – your life could depend on it. The effects of strain can hinder our ability to think clearly and problem-solve effectively and can literally destroy our health. Did you realize that up to 85% of doctor visits are stress related? This session will present methodologies for decreasing the power that stress exerts on you and will help you weaken its impact on your life. In an interactive, upbeat and practical approach, you’ll gain suggestions to help make you more resilient and able to “go the distance.”

Angela Smith, CAVS, MPA Angela Smith is the System Director of Volunteer Services at Summa Health where she is responsible for direction and integration of the hospital volunteer programs at several hospitals, also overseeing gift shops and auxiliaries. She is a contributing author, most recently helping pen an article that highlighted the development and impact of Summa’s Emergency Department Volunteer Rounder Program. Angela is very active being the Immediate Past President for the AHVRP Board of Directors and a Peer Evaluator for AmeriCorps through the Ohio Commission on Service; to highlight a few. She was recognized as the 2014 recipient of the Athena Young Professional Leadership Award from Inside Business Magazine and Athena International.

~ Building Lasting Patient Experience Programs and Gaining Community Support (HVL) Learn how to think in creative ways that will help you innovate your current patient experience programs and build new ones. Discover several techniques for visionary leaders including looking from the outside in, re-imagining the status quo and seeking strategies to move your ideas forward. Every good patient experience program starts with an idea; hear several case examples from patient experience programs that have made an impact by partnering with the community. ~ The Wheelchair & Wayfinding Issue: Ideas and Strategies to Make Improvements (HVL) This presentation will discuss resource issues facing hospitals and explore innovative strategies from different healthcare organizations. Learn how a performance improvement project focused on lost wheelchairs and outpatient transport achieved results. Find out how a new volunteer walking program developed into a way to provide hospital guide volunteers / way finders for patients and visitors.

Ranetta Sumner, CDVS Ranetta Sumner, a native Floridian, has been at Johns Hopkins All Children’s Hospital in St. Petersburg, FL for 23 years. She has worked as a Volunteer Resources Coordinator for the past 16 years. Ranetta, who thoroughly enjoys working with the many volunteers and departmental contacts at Johns Hopkins All Children’s, has co-chaired the Volunteer Check-in for the annual hospital radiation since 2008. She was a charter member of Johns Hopkins All Children’s Toastmasters International and participated in competitions. Ranetta is certified through the Florida Association of Director of Volunteer Services (FADVS). She serves as a board member of both FADVS

Page 17 of 21 4.4.19 and SHVL. Ranetta, who volunteers at her local church as well as with the Boys and Girls Club, loves spending time with her family and enjoys shopping, baking, and arts and crafts. ~ Tell Your Story (ALL) Each of us is unique with different talents and abilities, and our journeys in life have lead us to where we are today. Have you taken the time to document your story … your life? You just might be reminded of some of your amazing adventures and the people who have helped to shape you. We’ll give you the tools you need, so come and record the story that only YOU can tell. You’ll have fun doing so!

Kelly Swanson Kelly Swanson, strategic storytelling expert, motivational speaker, comedian, award-winning storyteller and author, has been featured on The Fashion Hero T.V. show, The Huffington Post, Holland America Cruise Lines, Speaker magazine, Entrepreneur.com, Toastmaster magazine, Courageous Woman magazine, and her mother’s coffee table. ~ The Story-driven TEAM MEMBER. (ALL) Get excited about your work again, by understanding the story behind what you do and its impact on your organization, your patients and families, and the world. Look at the mental shifts that will keep you motivated and dealing with stress and change.

~ The Story-driven LEADER. (ALL) Learn how to retain and engage employees and volunteers on a deeper and more emotional level through the power of strategic storytelling to cast your vision and create stronger buy-in.

Ann Garst Taylor, CVA Ann Garst Taylor, CVA is the Director of Volunteer Services and Gift Shops at Atrium Health, a 235-bed hospital, and the various practices and facilities throughout the organization’s Southern Division. She oversees a volunteer workforce of over 450. Ann has over 20 years of experience in volunteer management within a variety of healthcare settings as well as in development and marketing. Ann has been a Certified Volunteer Administrator through CCVA since 2015. She currently serves as a board member of the North Carolina HealthCare Volunteer Professionals organization.

~ Effective Listening (ALL) The art of communication starts with learning to listen. How busy are you when someone is talking? Are you focused on the speaker or are you making a list for dinner? Maybe you are deciding how to reply even before they finish talking. . . Volunteer leaders, who learn the elements of effective listening improve their ability to influence, persuade and negotiate. They also learn to avoid prejudice or misunderstandings, and bring a focus to any conversation that is appreciated by everyone. Be a better leader and collaborator; join us for a fun, informative and interactive group activity designed to start your journey toward a lifetime of effective listening.

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~ Volunteer Dashboards: Driving Your Message (HVL) How can you translate the intangible good work of your Volunteer Servicers department into facts and figures that relate to the clinical and financial initiatives of your organization? More importantly, how can you design that message to be understood AT A GLANCE? This breakout session will teach the basics of creating an attractive and informative Volunteer Services Dashboard to enable you to communicate facts quickly and accurately.

Sarah Walker Sarah Walker has served as Volunteer Coordinator for Holy Cross Health in Germantown, MD since April 2016. At Holy Cross, Sarah is a board member for the Friends of the Holy Cross (Auxiliary) and on the Holy Cross Cares Colleague Community Service Committee. Sarah spent the previous eight years of her career in Maryland working with seniors in adult day centers and residential facilities as an Activities and Volunteer Coordinator. She has experience working and volunteering as an athletic trainer for baseball, volleyball and ice hockey teams. For fun, Sarah is a professional casino dealer for entertainment companies and an avid couponer.

~ Interactive Learning for Your Volunteers (HVL) Your volunteers pay attention to the people you spend your days with, so help your colleagues build a relationship with the volunteers by giving them the opportunity to share about themselves and their professions – and chances are some volunteers have chosen your organization because they want to learn about working in the healthcare field. This session will focus on developing a program to enhance learning opportunities for your volunteers. We will share tips on how to get the speakers and the volunteers excited about these interactive sessions, how to prepare your speakers for an optimal teaching experience and how to do all the background work that should be done by Volunteer Services.

Patricia Wolfrey, CAVS Patricia Wolfrey is the Director of Volunteer Services at Mary Washington Healthcare in Fredericksburg, VA where she has directed the volunteer programs for Mary Washington and Stafford Hospitals and Mary Washington Healthcare’s Regional Cancer Center for the past five years. Patricia’s experience includes 25+ years in Resource Development and Financial Planning with her local United Way and the Mary Washington Foundation. She is an active volunteer as well, giving her time to the Mary Washington Foundation. She is an active volunteer as well, giving her time to professional and local civic service organizations. A graduate of Mary Washington College, Patricia is a Certified Administrator of Volunteer Services.

~ Retaining Volunteers: The Benefits of Highly Engaged Volunteers and Strategies to Keep Them Coming Back (HVL) As volunteer leaders, we spend countless hours in the application, selection and general orientation process to ensure we have dedicated and qualified individuals with the enthusiasm

Page 19 of 21 4.4.19 to volunteer within our organizations. But how many times have you assigned an enthusiastic, new volunteer only to have them disappear in a couple of months? This session will explore the importance of measuring retention rates and learning what motivates volunteers to stay with your organization. We will highlight strategies to help you set volunteer engagement goals to align with your organization’s mission. Enthusiastic, highly engaged volunteers can be the crowning jewel in your program’s patient experience efforts.

Barb Wright, CDVS, CAVS Barb Wright is Director of Volunteer Services for Tennova Healthcare in Knoxville, TN and has oversight of two volunteer programs, 250+ volunteers and an active Auxiliary. Barb is a Certified Director of Volunteer Services through Society of Healthcare Volunteer Leaders and through the Association for Healthcare Volunteer Resource Professionals. With over 30+ years of experience in volunteer management, working for one system that has been purchased three times in 15 years and has gone from not-for- profit to for-profit, you’ll find she has the wit and wisdom to guide you through the process of creating a vibrant fundraising program. ~ Creative Fundraising – Caring for your Cause In this session, we talk about some tried and true methods of fundraising with some new twists. Vendor sales are still a good source, but what happens if you get creative and think of non-traditional ways for some ongoing fundraising. Come prepared to share, to learn and to be surprised with some new ideas you can take back with you.

Save the Date for New Orleans!

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2019 Conference Registration Form

Register for the conference with this form or register on-line at www.SHVLonline.org with a credit card or print an invoice for submission to your hospital/Auxiliary. If registering with this form, please use a separate form for each registrant and keep a copy for your records; mail or fax completed form as indicated at bottom.

Registration deadline for conference and hotel ends 5 p.m. Friday, April 5, 2019. (Late registration fee applies and prevailing hotel rates are subject to availability after this deadline).

ATTENDEE INFORMATION: (please print) CONFERENCE REGISTRATION FEES: Early Registration (register by February 15) _____ DVS or Retail Manager SHVL Member, Attendee Name NC DVS, Auxilian, Volunteer, SAL $395

_____ DVS or Retail Manager non-SHVL Member Title of Attendee PLUS SHVL Membership $470

_____ DVS or Retail Manager non-SHVL Member $595 Hospital Name Regular Registration (after February 15) _____ DVS or Retail Manager SHVL Member, Hospital Location (City and State) NC DVS, Auxilian, Volunteer, SAL $450

_____ DVS or Retail Manager non-SHVL Member PLUS SHVL Membership $525 Phone _____ DVS or Retail Manager non-SHVL Member $650 E-Mail Address Additional Registration Fees

_____ One-day registration (April 29 only) $150 _____ Conference T-Shirt $ 20 Emergency Contact Name and Phone Number Available through March 31 only

First Time Attendee? __ Yes __ No T-Shirt Size ______Late Registration Fee after April 5 $ 50 SPECIAL REQUESTS: _____ Guest Package A (all meals & Closing) $350

Registration includes lunch on April 28, breakfast & _____ Guest Package B (April 30 Closing only) $100 lunch on April 29, all meals & the closing event on _____ Guest Package C (Breakfasts only) $ 95 April 30. Guest Name: ______

I will not attend the following meal functions: Please note: guests may not attend educational breakout sessions.*.Lonline.org for info ______

Please indicate any special meal requests: PAYMENT INFORMATION: Total Registration Fee $______Method of payment: _____ I am a Gift Shop buyer or Vendor Sales Chair. _____ Check Enclosed (payable to SHVL) Please register me for the Buyers Only Vendor Show. _____ Check to follow (registration incomplete until If you require special services identified in the Americans with Disability Act, check received) please notify Susan Grier by April 5, 2019. _____ Credit card __ VS __ MC __ AX __ DS Photography Release: By registering you hereby permit and authorize SHVL or ______its agents to use photography and video of your attendance. You understand that images may be copied and distributed by various media without compensation. Name on Credit Card Expiration Date You may revoke your authorization at any time, but must notify a conference ______planner immediately. Indicate here if you do not agree to this statement. _____

Credit Card Number and Security Code

All registrations will be confirmed. Registration ______fees, minus a $50 cancellation fee, are Billing Address (Street, City, State and Zip) refundable if notice is received by April 5. ______Phone Number Associated with Card REGISTRAR CONTACT INFORMATION: Susan Grier, CDVS Director, Visitor and Volunteer Services Prisma Health–Upstate 701 Grove Road Greenville, SC 29605 (864) 455-7920 (phone) (864) 455-4182 (fax) [email protected] (e-mail)