Traits of Excellent Volunteer Organizations

I had the good fortune to review applications for the EMS World 2013 Impact Volunteer EMS Service of the Year Award. I was astounded by the applicants’ commitment to providing EMS to their community through outstanding volunteer recruitment and training, constant clinical skill improvement, unwavering support of provider health and wellness, and initiation of injury prevention and wellness efforts. As I reviewed the applications, several traits or shared characteristics emerged.

Each organization experienced a pivotal moment at which a conscious decision to grow, improve, and evolve was made. One service, along with its community, was devastated by a tornado. With just a single surviving ambulance and a fifth wheel trailer for a station, the department has “worked tirelessly to provide the highest level of patient care to citizens and visitors.” Members could have walked away at that moment. Instead they rebuilt the agency with a renewed commitment to improving patient care.

Another service’s pivotal moment was assuming the responsibility for a neighboring service area. For a third applicant it was a leadership transition that put the future of the organization in the hands of a young and inexperienced member. Over the course of ten years the young chief flourished while the agency experienced a ten-fold increase in membership and saw the service through an upgrade from first response only to fully-licensed transporting agency.

I unsuccessfully combed through the applications for a secret success recipe or an “easy button” that other volunteer organizations could press to solve their recruitment and retention problems. However, in every case it was obvious that the members of these organizations made a commitment to do the work. They decided to be best and put in the blood, sweat, and tears to get there. One of the organizations is a regular participant in meetings with regional healthcare partners. They now offer training to other healthcare partners on “CPR, ACLS, and PHTLS” as well as ECG monitoring, capnography, and laryngoscopy.

Another organization points to its great relationships and the “support we get from the public” as key ingredients in its success recipe. Members put in countless hours standing by at youth athletic games, teaching bicycle safety, and teaching elderly safety. Being constantly in the public eye is time intensive, but the organization is rewarded by plentiful donations, its only source of funding.

These outstanding volunteer organizations are not content with status quo. They constantly have sought opportunities to upgrade knowledge, skills, and equipment. One service was the first volunteer organization in its state to become compliant with a new state-wide EMS tracking and reporting system. Another rural service upgraded from BLS to ALS. Almost all of the members upgraded from EMT Intermediate to Advanced Emergency Medical Technician with the related commitment of equipment purchases, like a 12-lead ECG monitor with telemetry capability.

One of the volunteer organizations uses data analysis to better understand the needs of the patient population. Their ePCR data revealed twenty medications from the formulary that weren’t being used. This resulted in a cost savings but also allowed paramedics to achieve higher proficiency with the medications that they do use regularly. Operations have been improved through simplifying the workspace.

A career-ending injury to a single member can devastate a small organization’s ability to serve its community. One member in a ten-person unit might be 10 percent of the staff, but because of their work hours or home location they might be responding to 20-30 percent of calls. Recognizing the importance of every member, excellent volunteer organizations go above and beyond to improve provider safety and wellness. The acquisition of power cots by all of the applicants is emblematic of this commitment. Another is purchasing ambulances that allow providers to “remain seated and seat belted at all times during transport.” 

One of the organizations is incorporating principles from the NAEMT Safety course. Specifically, this organization has revised its transport and response protocols to “reduce the number of hot runs transported with red lights and siren.” Another organization pays for members’ routine physicals, flu shots, and safety gear to reduce the risk of an occupational exposure.

Outstanding volunteer organizations find the time for a wide variety of injury prevention and citizen training programs. One service’s “Caring Hands Program” visits residents with a known medical condition that have requested a wellness check from the agency. Volunteers from this same agency visit residents in need during extreme weather events, delivering coffee and conversation, while also checking on health and safety.

One of the organizations serves the residents of a large retirement community. Recognizing the life-changing impacts of falls, this service developed a fall prevention program that has since been adopted by the entire state. Another organization set a goal to ensure that 20 percent of the community’s population was trained in CPR and AED use. Trainers from the service visit businesses and civic groups throughout the county. They also have led the way in training for all sixth through twelfth graders every other year.

How does your organization align with the traits of the finalists for the EMS World 2013 Volunteer Agency of the Year? Make an unwavering commitment to the EMS needs of the community. Recruit people that are passionate about patient care, skill and knowledge development, and service to others. Share your successes and commitment at every opportunity. Then all you have to do is show up and do the work. 

Greg Friese, MS, NREMT-P, is the director of education for CentreLearn Solutions, LLC. He specializes in the development, production and distribution of online education for emergency responders. Greg is a leading advocate for the use of social media by EMS agencies and training organizations. Greg is a regular conference presenter, the co-host of the EMSEduCast, the founder of the EverydayEMSTips.com blog, marathon runner, and participant in many online EMS communities. Contact him at greg@centrelearn.com; Facebook.com/gfriese; Twitter.com/gfriese; and LinkedIn.com/gfriese.