Blood Services: Blood Drive Volunteer Donor Ambassador Blount County

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Purpose

This position supports the Regional Biomedical Services department. This opportunity requires participation in in-person activities and/or performing work in a Red Cross facility. The purpose of the Blood Donor Ambassador is to provide excellent and enthusiastic customer service to enhance the blood donor experience. Engage with blood donors to promote blood donation and set the stage for a long-term commitment to regular blood donations. Assist donors with re-hydrating after donation and observe for post-donation reactions. Express gratitude and ensure each blood donor is sincerely thanked for their donation.

• Responsibilities

Overview of Mobile Blood Drives

• Usually hosted at a community or sponsor-owned location
• Blood collection procedures are whole blood and red cell (no platelets or plasma)
• 'Mobile’ blood drives change almost every day-with the need to setup and takedown each blood drive, they tend to be faster paced, in a variety of sites, with different donors, sponsors, team members, and chargeperson each drive
• Often requires careful maintenance of donor flow and wait times (typically more donors on the schedule)
• Events confirmed about 6 weeks in advance

Overview of Fixed Sites

• Usually hosted at a community or sponsor-owned location
• Blood collection procedures are whole blood and red cell (no platelets or plasma)
• Staff and equipment tend to be 'ready to go’ in the same site each day--with fewer donors participating on a frequent basis in longer term procedures (some procedures take as long as 2-2.5 hours per donor) at a Red Cross donor center.
• Similar or same: list of donors, team members and charge people from week to week creates sense of team
• Regular donors become familiar with check-in process, materials and site
• Schedule rarely changes, available several months in advance, a weekly shift 'adoption’ is highly encouraged. For example - one shift every Tuesday morning or afternoon

All Donor Ambassador roles (Mobile Blood Drives and Fixed Sites)

• Support Red Cross staff by being helpful, flexible, and patient
• Greet donors, explain the donation process as necessary and assist with initial intake and hand offs through the blood donation process
• Manage donor flow and direct donors to Check-In
• Model excellent customer service behaviors.
• Ensure blood donors have relevant information and that questions are answered appropriately while creating a favorable impression of the blood donation process.
• Learn and share the Red Cross story, including the mission, vision, and values
• Work with collections team supervisor or charge staff to match donor’s blood type with the best product for maximum impact (Right Type Mix)
• Check Post Donation Info and time
• Set up and maintain cleanliness in Reception and Hospitality Areas
• Provide customer service to donors in the Hospitality Area by ensuring that each donor is recognized for his/her contribution.
• Check that donor has their post-donation information before leaving the drive
• Report possible adverse post-donation physical reactions to the collections staff. Protect donors from injury during adverse reactions (if able without hurting self)
• May be asked to sanitize/disinfect donor areas and beds
• May make reminder/cancellation calls, re-schedule donor appointments, and perform follow up activities as directed
• Encourage donors to download Donor App, use RapidPass

Enhanced Fixed Site activities, at a supervisor’s request, may also include:

Donor/Customer Service

Approach arriving donors and initiate welcoming conversations

Ensure Donor comfort during donation

• Support blanket, video, hot water bottle processes
• Help set up movies or Netflix for each donor

May make reminder/cancellation calls, schedule/re-schedule donor appointments, and perform follow up activities as directed (if no Donor Center Coordinator onsite)

Provide customer service to donors in the Hospitality Area by ensuring that each donor is recognized for his/her contribution.

Inform donor who is leaving canteen to watch for survey link

May hand-write thank you notes and/or make thank you phone calls to donors

Right Type Mix Collection Conversions

Understand and explain Right Type Blood Collection conversions, if available​

Track and report daily individual progress on Conversions

Charts & Info Assistance

May pull chart for same day add on, or platelet conversions and notify staff

• File charts after chart reviews

Donor Health Focus

Learn/Understand: length of procedure, signs of adverse reactions

After donating:

Check that donor has their post-donation information before leaving the drive

• Check Post Donation Info and time
• Report possible adverse post-donation physical reactions to the collections staff.

Donor Promotions

Direct to donor recruitment using multiple channels to contact and schedule current platelet, plasma, and whole blood donors. observing name and blood types

Manage blood services marketing materials

• Educate donors on promotions
• Encourage donors to download Donor App, use RapidPass
• Ensure there are enough handouts or request more
• Take down old information

Schedule next appointment using Book Now or Blood Donor App

Facility Assistance

• Communicate donor and center concerns to management
• Set up and maintain cleanliness in Reception and Hospitality Areas
• May be asked to sanitize/disinfect donor areas and beds

Supplies Assistance

• May manage and organize kit/tote boxes and supply areas
• May stock carts with unregulated supplies
• Stock, organize & check dates on canteen supplies

• Time Commitment

• The preferred commitment is a minimum of 6 hours/month (typically 1-2 shifts per month) for 6 months.
• Please note: new applicants are asked to register for their 1st shift within their first 30 days upon completion of the application. If you are not yet ready to sign up for a shift, please postpone completing the application for this position until you have availability for a shift within the 30-day timeframe.
• Masks are required for everyone's safety

• Qualifications

• Willingness to comply with Red Cross COVID-19 policies.
• Must be 16 years of age or older
• Ability to display the utmost professionalism and communication skills
• Extremely comfortable working with people from diverse communities and backgrounds
• Ability to understand technology needed for position: Donor Check-in, Donor Tablet, Rapid Pass, Donor App, Book Now and Ability to explain/teach technology to donors and fellow volunteers
• Ability to understand and explain Right Type Mix to donors
• Ability to regularly commit to schedule, arrive punctually and adapt to a change driven culture

• Length of Appointment

Add'l training information:

• Blood Donor Ambassadors will view online training information ahead of the first shift. (35 min Youtube video); onboarding training call with Biomed Training Lead. Blood Donor Ambassadors will then be provided on-site-instruction from Collections staff to ensure understanding for your role that day.
• The Biomed Engagement Staff will be checking the shift tool daily and connecting with volunteers who sign up and making sure you know how to signup, your shift is confirmed and that you have the information/training ahead of your shift.

• Development Opportunities

• Gain valuable training and experience while providing an invaluable service to your community
• Network and meet new people
• Develop customer service skills that last a lifetime

• Requirements

• Red Cross Volunteer Orientation
• Onboarding with the American Red Cross Biomedical Dept
• Online Blood Drive Volunteer Training in EDGE
• Ongoing training and refresher courses

Additional training: Fixed Site Training: power reds, platelets & plasma