Opening Speaker - Mark R. Aesch, CEO, Envisurage

Mark Aesch is the former CEO of the Rochester Transportation Authority and has nearly two decades of strategic leadership experience.

Under his leadership in Rochester, Mark successfully introduced the concept of managing a public sector agency with a private sector mindset.

The results have led the nation - a reduction in fares, multi-million dollar surpluses and actually reducing their reliance on taxpayer dollars.

Prior to serving as CEO Mark worked as District Director for a Member of Congress.

Mark’s efforts to drive change in public sector management has been covered in the New York

Times, the Wall Street Journal, the Washington Post, Governing Magazine, Mass Transit, on Fox National News, Lou Dobbs Show, National Public Radio, and many others media outlets.

Most recently, Mark’s book Driving Excellence was published by Hyperion, a subsidiary company of Walt Disney World, and has been published in six countries and was ranked #1 on Amazon for new business releases. Mark graduated from the State University of New York at Brockport with a degree in communications and history.

Today, Mark lives in Tampa, Florida. He is represented by Leading Authorities, speaks across the country on the concept of Destination Management, and is a Senior Advisor with the global engineering and consulting company Parsons Brinkerhoff. Mark is also CEO of his own consulting company - Envisurage.

Clyde S. Taylor - Speaker

How to Excel & Showcase Your Volunteer Program to Management and the Community: Using the 3+3 Plan

Presenter: Clyde S. Taylor [Read Bio]

Session Overview:

To be more successful, Volunteer Resource Department leaders must be able to clearly "showcase" their volunteer programs and services to management and the general community. However, Volunteer Department leaders must go beyond communicating the "same old / same old" information and message to management and their strategic partners if they want to get additional "buy-in" and support from these groups. Volunteer leaders must be able to show how their programs excel and effectively meet the needs of the healthcare community. This requires knowing how to use performance-based goals and financial management reporting language to highlight the success of a department’s programs, services and community initiatives. It requires having a "plan with a process." A proprietary and simple-to-use strategic matrix - called the "3+3 Plan" - has been developed by Clyde Taylor to assist volunteer management professionals in this process.

Attendees will receive handout resource materials to assist them in using the "3+3 Plan" to improve their ability to develop more impactful ways to excel and showcase their Volunteer Programs to management and the community.

Rhonda M. Butler - Speaker

Demystifying HCAHPS:

What are they, how do they apply to your volunteer program, and what can be done about them? The alphabet soup – HCAHPS (Health Consumer Assessment of Healthcare Providers and Systems) is the new buzzword in hospital settings. In our discussion we will pull it apart so it makes sense to everyone and then we will put it into terms we can use to better our volunteer programs. We will discuss:

• how HCAHPS was created
• what it means for healthcare of inpatients
• how it will be implemented
• what impact could it have for our programs
• how can we help our facilities increase scores
• some examples of volunteer roles that have worked

Rhonda M. Butler is the Manager of Volunteer Services at Upstate Medical University. She has been in her current position for the past nine years. Prior to overseeing 500+ volunteers at Upstate, she worked in direct patient care as well as the student admissions office at Upstate. This has given her fifteen years in the academic medical center arena.

For her time spent in Volunteer Services she has recruited and retained a greater number of volunteers as well as reformulated the way Upstate recognizes volunteer service. She truly has a passion for volunteerism and enjoys taking her program to the next level of excellence.

She is the Central Chapter President of NYSADVS. She assisted Assemblyman Bill Magnarelli’s office in coordinating a yearly volunteer fair at Carousel Center. Rhonda continues to participate in many committees on the Upstate campus and in the community.

Rhonda completed her Masters in Management at Keuka College. Her thesis work was titled "Baby boomer volunteer satisfaction as it relates to patient and staff satisfaction". She has utilized this information in her current capacity as manager.

In her spare time she enjoys cooking, baking, and taking care of her three dogs and two cats.

Maya Rowencak - Speaker

Maya Rowencak is the founder of Maya's Hope - an organization that sends love, basic necessities, and financial assistance to impoverished orphan children in the Philippines and Ukraine.

After the unexpected loss of her mother in 2007, Maya discovered the pain and loneliness of being a motherless child. This ignited her mission to reach out to children who may have never experienced the unconditional love, that can only come from a parent.

Maya has a Bachelor’s degree in Piano Performance and French Literary Studies from Rutgers University. She speaks fluent French and Italian, and is a devoted student of Muay Thai.

To learn more about the children and orphanages in the Philippines and Ukraine, read stories of the children shining brightly despite adversity, or learn more about the Maya's Hope family, please visit www.mayashope.org or email maya@mayashope.org.

Jen Moore - Speaker

Hoopnotica® Master Trainer and Certified Instructor Jen Moore began hooping in Sept 2009, teaching herself through a Hoopnotica dvd. Since then, she has lost over 140 pounds by changing her diet and hooping non-stop! "Finding herself in the hoop" has been a huge part of her successful weight loss, and giving her a sense of confidence she hadn't had before. She loved it so much she got her Hoopnotica certification in 2010 and has been spreading the Hoop Love in Rochester since 2010. She even got her husband Keith hooked on the hoop, and he is also now a certified Hoopnotica instructor and has lost over 100lbs himself! Recently, JEN & Keith have been featured on The Today Show, in Woman’s Day and Glamour magazines, and in Today Show nutritionist and best selling author Joy Bauer's newest book, and many other local and national TV/Radio Shows and print media sharing their amazing story of weight loss and lifestyle change! She is one of 5 Master Trainers in the country, and now trains others to become certified instructors, as well as teaching classes.

Sue Bock, CAVS - Speaker

Sue has over 20 years experience in the gift retail industry and customer service. She has been in sales management for Stickey Photo, Kidco, The Rag Shop, Catherine’s and now Lourdes Hospital. Her territory included retailers with single stores, multiple stores and achieved her success by partnering with her retailers in merchandising and marketing efforts. She is the Director of Volunteer Services, The Gift Shop, Café DePaul and Auxiliary for Our Lady of Lourdes Memorial Hospital from 1996 - present. At Lourdes she implemented many of the principles you will hear about today.

Gift Shop Session

From the office, to the market, to the stockroom, to the shop, we will cover a portion of all of these very important aspects of gift shop retailing; purchasing where and how, market or rep, dating, deals, pricing, displays, mark downs, bookkeeping all are just as important as the other. Make it fun, make it great and make it profitable!

Wendy V. Lane, MS, CCLS - Speaker

Cultivating Relationships with Pediatric Volunteers in Providing Patient and Family Centered Care

Volunteers are an essential component of our child life program in serving the needs of the children and families in a healthcare environment.

There is a strong commitment to invest in our volunteers and to utilize them in a capacity that is self fulfilling for them and beneficial for us.

Objectives:

• To discuss the value of working collaboratively with the hospital volunteer department in recruitment and personnel management.
• To explain the importance of recruiting volunteers from diverse ages and experiences.
• To describe the process of Child Life Pediatric Volunteers as part of the team.
• To explain the essential elements in utilizing the unique skills and experiences of each volunteer brings.
• To discuss the important considerations in keeping volunteers motivated and valued.
• To discuss the meaning of family centered care in the context of volunteer interventions that facilitate child/family coping.

Keeping volunteers motivated and valued helps make them feel a part of the team. We have learned the importance of recruiting volunteers from diverse ages and backgrounds in enhancing the quality of our volunteer program. Utilizing the gifts that each volunteer brings to our program gives them a sense of belonging and being part of the team.

Our volunteers are committed toward the whole family in their delivery of care. They turn to parents to define their family so that a partnership is formed in supporting their child’s development and psychosocial needs. Family centered care is at the heart of the services that volunteers provide.

The relationship that is formed between the child life staff and the volunteers has improved our efficiency and expanded our ability to service the activity needs of children with in Golisano Children’s Hospital at Strong. The value of investing in volunteers starts with our training and focus on skills needed to interact with children, teens, and families.