![](media/image1.png)**VOLUNTARY SERVICE ANNUAL NARRATIVE FY'07**

**RCN 10-0006**

***MISSION:*** To Care for our Veterans with Compassion and Excellence.

***VISION:*** To be a community leader in volunteer management and
pacesetter in predicting program direction, identifying methods of
accomplishment and developing resources consistent with identified needs
in support of service to veterans.

***WE VALUE*** the sacrifices of our Nation's Veterans, the dedication
of our volunteers, the contributions and support of individuals,
community groups and businesses, fraternal organizations and Veteran
Service Organizations.

**1. Program Workload, Development and Trends**

**(a) Volunteer Hours:** Stratton VAMC volunteers supplement staff in
all Care Lines and our Service Line within the medical center facility
plus the Fisher House, our off-station sites such as the Veterans
Readjustment Counseling Center, Compensated Work Therapy and Behavioral
Health Recovery Center, our Community Based Outpatient Clinics, Contract
Community Nursing Homes, and the Gerald B.H. Solomon Saratoga National
Cemetery. Our VA volunteers are our most valuable resources. They are a
crucial part of the quality care veterans receive at our facilities and
outreach programs and are our liaisons to the community. They are the
American peoples' representatives at our VA National Cemetery where they
provide military funeral honors and offer consolation. Our volunteers'
commitment and dedication to their assignments sets the example of how
VA will continue to do its part to keep the Nation's promise to
veterans. Their generosity of spirit makes our community a better place.

**OVERALL TRENDS**

  ------------------------ ----------- ----------- ----------- --------------
                           **FY'05**   **FY'06**   **FY'07**   **FY'06-07**

  Total Volunteer Hours    103,279     100,321     85,792      **-14%**

  Regularly Scheduled      90,255      86,733      75,895      **-12%**

  Occasional Hours         13,024      13,588      9,897       **-27%**

  \# Volunteers            1,045       1,051       1,071       **+2%**

  \# Students              153         145         146         **+0%**

  \# 21-49 age group       221         225         225         **+0%**

  \# baby boomers (41-60)  281         308         347         **+13%**

  Volunteers Recruited     260         152         198         **+30%**

  Volunteer Turnover Rate  14%         17%         13%         **Under 25%**
  ------------------------ ----------- ----------- ----------- --------------

Our regularly scheduled volunteers continue to grow but the hours
continue to decline. More applicants are seeking short-term assignments.
We have been successful in converting many of our weekend occasional
volunteers to RS this year.

[National Recruitment Goal]{.underline}: Headquarters tasked all
Volunteer Services across the country to reduce the turnover rate to 25%
or less. Our turnover rate ranged from 4% to 15% throughout the year.
The second goal was to increase virtual volunteer assignments. We have
one virtual volunteer who serves as a grant researcher.

The Independent Sector and the Points of Light Foundation have
determined that the value of volunteer time should be calculated at
\$18.77 per hour. Based on the total number of volunteer hours for
fiscal year 2007, the estimated monetary value of donated time can be
assumed as **\$1,610,315.84.** The value of their total contribution in
terms of increased patient satisfaction and customer "value added"
service cannot be calculated.

+-------------------------------------------+--------------------------+
| Our theme for our annual **Volunteer      | ![                       |
| Recognition Ceremony** this year was      | ](media/image2.jpeg){wid |
| "Volunteers Complete the Puzzle".         | th="2.810416666666667in" |
| Voluntary Service staff worked with       | height                   |
| medical media to create a large photo of  | ="1.9034722222222222in"} |
| our medical center with organization      |                          |
| names in the "puzzle pieces." Volunteers  | Laura Balun, Director    |
| enjoyed seeing how they fit into the      | VAVS and Medical Center  |
| picture.                                  | Director, Mary-Ellen     |
|                                           | Piché presented a letter |
| A formal dinner ceremony was held on      | from the Secretary to    |
| Sunday, April 23^rd^ at the Holiday Inn,  | Miriam Jaffee in         |
| Albany, New York. In addition, we held a  | appreciation of her 57   |
| volunteer award social to celebrate with  | years of service as      |
| volunteers who were unable to attend the  | National VAVS            |
| dinner. Our goal has been to make every   | Representative to the    |
| effort to personally honor and thank each | Jewish War Veterans of   |
| volunteer for their contribution.         | the USA.                 |
|                                           |                          |
| Four volunteers were presented            |                          |
| Presidential Lifetime Achievement Awards  |                          |
| for service exceeding 4,000 hours. One    |                          |
| volunteer was awarded for over 39,000     |                          |
| hours of dedicated service.               |                          |
+-------------------------------------------+--------------------------+

**(b) Recruitment and Outreach Initiatives:** The Volunteer Manager and
Volunteer Specialist use every opportunity to spread awareness of our
Volunteer Program and extend an invitation to become a part of our VA
healthcare team as a VA Volunteer. Our Volunteer Specialist works
closely with staff and as special projects are identified or there is a
backlog in a specific area, volunteers are mobilized to assist staff
until completion.

During this year, we continued our traditional recruitment efforts
including flyers, letters to area school guidance counselors and local
businesses, a Volunteer Opportunity listing in our Network Volunteer
Newsletter, career fairs, affiliations with local schools, colleges and
vocational training centers, and through referrals from our VA
volunteers. Our website link is included on area colleges' websites.
Volunteer opportunities are posted on our Network 2 VAVS Website,
Volunteer.gov/gov, and the Volunteer Match Internet websites.

We welcomed students from the City of Albany's Summer Volunteer Program
to our summer youth program. This community program is designed to meet
the needs of economically disadvantaged youth to expand career
awareness, prevent school dropouts, improve their basic skills and
provide encouragement to pursue educational opportunities.

We have continued a partnership through the NYC VA Regional Office's
Vocational Rehab Counseling Psychologist to engage veterans who are
overcoming their service-connected disabilities and need to get recent
civilian work experience to volunteer in a position that complements
their vocational interest.

An article entitled "Volunteers Add Extra Special Care" written by the
Volunteer Manager was printed in the Jewish World newspaper's October
issue. Several articles written by the Volunteer Manager were published
in the Empire State Marine (Department of New York, Marine Corps League
publication) throughout the year.

Volunteer Recruitment information was provided at the following:

-   Troy Retired Teachers Association Health Fair

-   Albany Post Office Processing & Distribution Center Safety & Health
    Fair

-   Women's Health Expo at the Empire State Plaza

-   Catskill High School's Veterans Day Assembly

-   Scotia-Glenville High School - spoke to three classes about Veterans
    Day and volunteerism

Throughout the year, the Volunteer Specialist welcomed community and
active duty personnel in to our facility for tours and visits. She used
those opportunities to encourage volunteerism to support our many
programs. Our increase in volunteer numbers reflect her outreach
efforts.

**(c) Corporate and Community Partnerships**

This fiscal year, Voluntary Service forged new partnerships with the
following **state offices**: NYS Teachers Retirement System, NYS
Department of Transportation, NYS Department of Corrections, NYS
Department of Agriculture and Marketing and NYS Office of Mental
Retardation and Developmental Disabilities. The offices held toiletry
and clothing drives throughout the year.

  ----------------------------------------------------- ----------------------------------------------------
  ![](media/image3.jpeg){width="1.4583333333333333in"   Throughout the year, the Transportation Security
  height="1.09375in"}                                   Administration at the Albany International Airport
                                                        donated surplus jackets for our clothing program.

  ----------------------------------------------------- ----------------------------------------------------

Our efforts to increase partnerships with **faith-based organizations**
resulted in monetary and toiletry donations from parishioners of
Woestina Reformed Church in Rotterdam Junction and afghans from
Lishakill Reformed Church and Mayfield Methodist Churches' quilt guilds.

First grade students from **St. Jude's School in Wynantskill**
celebrated Memorial Day by decorating a display board in our main lobby,
visiting patients in clinics and the infusion suite, and singing
patriotic songs.

  ----------------------------------------- ----------------------------------------------------
  **Area Sports Mascots and Team Members    ![](media/image4.jpeg){width="2.620833333333333in"
  (River Rats hockey and Conquest           height="1.7472222222222222in"}
  football)** visited our hospitalized      
  veterans on June 20^th^. They posed for   
  photos and gave out autographed team      
  pictures to the veterans.                 

  ----------------------------------------- ----------------------------------------------------

**Albany MEPS (Military Entrance Processing Station) Unit** members
visited our long term care unit veterans several times throughout the
year and donated books to our library.

**Teleflora** Florists celebrated "Make Someone Smile Week" by
personally distributing a happy face vase filled with fresh flowers to
each hospitalized veteran on July 26.

**Price Chopper (Golub Corporation)** donated coffee, creamora and candy
for our inpatient wards and clinics during the year. An AMVETS volunteer
picks up the donations from their warehouse and delivers them to the
medical center.

**Mohawk Dairy** donated ice cream mix for our ice cream machine
throughout the year.

**The Schenectady Association of Retarded Citizens** group and the
**Maple Ridge ARC** visit monthly and participate in interactive
activities with our Adult Day Health Care Program.

**(d) Gifts and Donations:** Voluntary Service actively promotes
awareness of patient activities and medical center programs and
encourages community support. Our Network 2 Volunteer Newsletter and
volunteer website includes a Donation Needs List to benefit patient
care. This list is also posted on our hallway bulletin board and
periodically attached to our VAVS Committee minutes. Care Line Managers
and staff are invited to VAVS Committee Meetings to appeal for specific
needs. All monetary donations are deposited on a timely basis and
acknowledgment letters are mailed within 30 days of the donation. During
this fiscal year, donated funds and material gifts provided the
following:

-   Parallel bars (\$1,012) and a cardio fitness machine with removable
    seat for wheelchairs (\$3,324) in our physical therapy unit

-   Exercise bike (\$1,800) in our Cardiac Rehab Unit

-   Recumbent cross trainer (\$3,495) in our Kinesiotherapy Unit

-   Elliptical cross trainer (\$1,409) and two exercise bikes (\$1,539
    each) in our 10^th^ floor OIF/OEF exercise room

-   New headboards, bed frames, lamps, wall directory, microwave and
    door lock system for our Stratton Inn hospitality suite.

-   CD players with earphones for our Hemodialysis Unit

-   DVD/VHS combo units for Recreation, Behavioral Health Recovery
    Center and inpatient Psychiatric Unit

-   Barber chair for our hairdresser's room.

-   Microwave for the Behavioral Health Recovery Center

-   Flat screen TV for a long-term care inpatient ward

-   Eight wheelchairs for our outpatient and inpatient areas

-   Sweatshirts, tee shirts, jeans, sweatpants, underwear, coats, hats,
    scarves, gloves and sneakers for our "Because We Care" program

```{=html}
<!-- -->
```
-   Coffee pots, coffee, tea, sugar and creamora for wards and clinic
    areas.

-   Funds to subsidize meals prepared in the Behavioral Health Recovery
    Center

```{=html}
<!-- -->
```
-   Cookouts, recreation therapy activities, holiday dinners and
    parties, and off-station trips for hospitalized veterans and
    veterans followed in our structured outpatient programs.

-   Funds to send veterans to participate in the Winter Sports Clinic,
    Golden Age

Games, Wheelchair Games and Creative Arts Festival

All wheelchairs and other equipment purchased through donated funds are
stenciled, or a plaque is attached, to acknowledge the donor. Voluntary
Service is committed to insuring that patients and staff are aware of
the generosity of our veterans' service organizations, fraternal
organizations and the community. Our thank you letters to the donors
inform them of this permanent acknowledgment.

Our Volunteer Grant Researcher was successful in finding **grant
applications** on the internet to support on-going programs at our
medical center. She worked with the Volunteer Manager to prepare and
submit the applications. The results were as follows:

-   \$500 check from Walmarts to GPF 1322 Women Veterans Program

-   \$1,000 check from Help America to GPF 1312 for our
    Clothing/Toiletry Program

-   \$500 gift card from BJ's Wholesale Club for the purchase of
    sneakers for our Clothing/Toiletry Program

-   \$200 in gift certificates from Price Chopper Grocery for toiletry
    items and coffee program

-   Coffee and cups from Green Mountain Coffee

-   Acceptance, but awaiting receipt, of a \$8,000 check for our bedside
    TV program.

Our **Hospice Unit** is renovating three private rooms and three double
rooms to provide a homelike environment. As there were no funds
available in the medical center budget to accomplish this project,
donations were requested by the Geriatrics and Extended Care Line. Over
\$46,000 was raised through donations from veterans' service
organizations and fraternal organizations last fiscal year. The
renovations will begin early fiscal year 2008.

Our **Volunteer Transportation Program** acquired one 8-passenger van
this year at a value of \$18,580.67, which is reflected in our non-cash
donation figure.

**DONATION TRENDS**

+-------------+-------------+-------------+-------------+-------------+
|             | **FY'05**   | **FY-06**   | **FY-07**   | **C         |
|             |             |             |             | omparison** |
|             |             |             |             |             |
|             |             |             |             | **FY'06 to  |
|             |             |             |             | FY'07**     |
+-------------+-------------+-------------+-------------+-------------+
| **CASH**    | \$88,281.12 | \           | \           | **-         |
|             |             | $157,698.82 | $102,391.74 | 55,307.08** |
+-------------+-------------+-------------+-------------+-------------+
| **NON       | \           | \           | \           | **+         |
| -C****ASH** | $390,877.52 | $467,558.40 | $531,158.75 | 63,600.35** |
+-------------+-------------+-------------+-------------+-------------+
| **T         | \           | \           | \           | **+         |
| OTAL****S** | $479,158.64 | $625,257.22 | $633,550.49 | 8,293.27**  |
+-------------+-------------+-------------+-------------+-------------+

**(e) Customer Service Initiatives:** We work hard to maintain programs
plus explore opportunities to increase services to our veterans. The
"Satisfaction Through Service" customer service resource guide continues
to be a useful training manual.

**Patient programs and amenities that have been maintained during this
fiscal year:**

-   Flower deliveries to patients

-   Library Book Cart to inpatient wards; magazines & books to waiting
    rooms

-   Craft Cart, playing cards, search-a-word and crossword books

-   All occasion cards, postage stamps, envelopes, writing paper and
    pens

-   Prepaid Phone Cards and CDTA Bus Tokens

-   Comfort kits (to new admissions) and toiletry items provided to all
    inpatient wards,

Stratton Inn, Behavioral Health Recovery Center and Homeless Program

-   Canteen Coupon Books for haircuts and meals

-   Coffee Program for patients in inpatient and clinic areas

-   Lap Robes, Afghans, Non-skid slippers, Trachea Bibs

-   Clothing & toiletry program (to patients referred by staff social
    workers and providers)

-   Pet Therapy Program

-   Maintain a supply of wheelchairs in our main lobby designated for
    outpatients.

-   Courtesy carts placed in main lobby for the convenience of veterans
    and visitors

```{=html}
<!-- -->
```
-   Provide magnifying eyeglasses for veterans who are not eligible for
    VA issue

-   Provide daily newspapers for patients whose families provide the
    funds.

```{=html}
<!-- -->
```
-   Maintain fish aquariums in waiting room areas for patients'
    relaxation and enjoyment

**Volunteers' customer service initiatives to assist employees and VA
programs:**

-   Large and small mail-out projects are folded, labeled, stuffed and
    sealed

-   Assist staff with medical center programs and special events'
    activities (decorating,

escorting patients, refreshment serving, set up and cleanup duties.)

-   Provide Honor Guard services at the Saratoga VA National Cemetery

-   Volunteers assist at the front lobby Greeter Desk

Voluntary Service participates in **Advanced Clinic Access** initiatives
to reduce clinic no shows. Our greeter desk employee and volunteers
receive clinic listings and call those patients to remind them of their
upcoming appointments. Patients that ask to be rescheduled are
transferred directly to the clinic. This initiative reduces no shows and
cancellations after the appointment time.

Voluntary Service supports our medical center's **Comping/Service
Recovery Program** for our veteran patients and guests. During this
fiscal year, a total of 80 prepaid phone cards and 160 canteen books
were donated by our Service to this customer service initiative.

**Transportation Costs for Outpatients:** A General Post Fund has
available funds for purchase orders to the train or bus vendor for
instances when outpatients require referral to other VAMC's for medical
procedures but are not eligible for VA beneficiary travel, do not have
family to transport them, and cannot afford the cost.

**Shuttle Service:** This customer service program is separate from the
Volunteer Transportation Program and is supervised by the Volunteer
Specialist. Coverage is scheduled weekdays to and from our parking lot
and front entrance. Volunteers provided this courtesy to an average of
**573** veterans and visitors per month.

To increase our customer service to our inpatient wards, Voluntary
Service initiated a new procedure for **distribution of toiletry
items**. We obtained a cart to stock personal comfort items and
developed a spreadsheet to record stock on the ward and amount issued to
maintain an adequate supply. Two volunteers are trained to stock the
cart and replenish the wards' supplies on a once-a-week basis.

Our **Welcome Buddy Program** volunteers visited **2,208** newly
admitted patients throughout this fiscal year**.** In addition to the
friendly visit, each veteran was given a "Thinking of You" card, an
afghan, bag of toiletries, a Schedule of Recreation Activities sheet for
the week, and a "Patient Rights and Responsibilities" pamphlet. Women
inpatients are given a special red travel case filled with special
ladies toiletry items.

Our "**Because We Care**" program provided for the needs of **652**
veterans. A total of **3,518 items** were provided. Items issued
included sweatpants, sweatshirts, underwear, sneakers, slippers, socks,
tee shirts, jeans, hats, gloves, coats, carry bags, toiletry items,
shower shoes, pajamas and belts. In addition, veterans were provided
postage stamps, envelopes, bus tokens, phone cards and Canteen Books.

Our hospitalized veterans and Adult Day Health Care program veterans are
offered h**aircuts** once a week by a local beautician under contract
with the Canteen Service. Through organization support, Voluntary
Service provides the \$10 of Canteen Books for each haircut for those
who do not have them so that no veteran is denied this service. During
this fiscal year, Voluntary Service provided \$2,180 canteen books for
this program.

**Customer Service Steering Committee:** Our Volunteer Specialist is an
active member of the Customer Service Steering Committee. She is the
principal trainer for new greeters at the Greeter Desk.

Our Volunteer Specialist obtains and arranges the two historical
military memorabilia display cabinets in our main lobby.

**(f) Successful Events, Projects and Activities**

We have partnered with the New York State Military Museum on a
**Veterans History Project** to collect and preserve the experiences and
stories of our state's veterans in their own words. We have two
volunteers who videotape interviews, which are stored with the interview
forms in the archives of the NYS Military Museum and Veterans Research
Center in Saratoga Springs. Each veteran interviewed receives a copy of
the videotape and a "Thank You Veterans" pin. Eleven interviews were
completed during this fiscal year.

![](media/image5.png){width="1.0in" height="0.825in"}

  ------------ ----------------------------------------------------------
               Volunteers and employees walked as a team at the **Making
               Strides for Breast Cancer Walk** on October 15. Our VA
               team of 188 walkers raised over \$37, 468 for local
               American Cancer Society research. VA Healthcare Network
               Upstate New York is a corporate sponsor of the event.

  ------------ ----------------------------------------------------------

Voluntary Service coordinated our medical center's participation in
Albany's **Memorial Day and** **Veterans Day Parades**. Volunteers and
our VAMC and Network 2 staff walked with our medical center banner and
American Flags showing our VA and community spirit.

The Behavioral Health Recovery Center held their largest event of the
year, **Thanksgiving Dinner,** for their patients, thanks to Voluntary
Services' efforts to find sponsors to fund the catering cost.

Veterans and Fraternal Organizations participated in an **Adopt a Vet**
program during the holiday season, providing food and gift items to
veterans and their families.

  ---------------------------------------------- -----------------------------------------------------
  The New York Correctional Facility in Wilton   ![](media/image6.jpeg){width="2.0618055555555554in"
  donated over 400 gifts to our facility in      height="1.5597222222222222in"}
  December. News Channels 9 and 14 featured      
  their staff giving gifts to veterans in our    
  Adult Day Health Care Program. Volunteers      
  distributed the rest of the gifts to           
  inpatients and to other outpatient programs at 
  our facility.                                  

  ---------------------------------------------- -----------------------------------------------------

The American Legion Auxiliary members continued their **ALA Holiday Gift
Program** tradition in December 2006 and visited inpatients and outreach
program veterans. Each veteran identified a family member to receive an
American Express gift certificate as their holiday gift. The purchase
and mailings were at the auxiliary's expense.

The VAVS Executive Committee's **Annual Holiday Gift Distribution**
provided visits, gifts and Canteen Books to the hospitalized veterans.

**National Salute to Hospitalized Veterans** was a weeklong
activity-filled tribute. Many community groups, scouts, students,
elected officials and musical entertainers participated in visitations,
entertainment and activities during the day, evening and weekend hours.
The ROTC at Rensselaer Polytechnic Institute sold carnations on their
campus during National Salute Week and donated the proceeds to our VAMC.

  ----------------------------------------------------- -----------------------------------------------
  ![](media/image7.jpeg){width="2.0083333333333333in"   "Tail Wagging Tutors" brings children, dogs and
  height="1.50625in"}                                   books together to get children over their fears
                                                        and show improvement in their reading
                                                        abilities. On February 16^th^, students from
                                                        Van Corlaer Elementary school with certified
                                                        pet therapy dogs and their handlers visited
                                                        veterans in our Adult Day Health Care Program.
                                                        While the patients held the dogs, the children
                                                        read the valentines they created.

  ----------------------------------------------------- -----------------------------------------------

  ------------------------------------- -----------------------------------------------------
  Marine Corps League members conducted ![](media/image8.jpeg){width="2.9472222222222224in"
  a **Re-enactment of the Flag Raising  height="1.60625in"}
  of Iwo Jima** on February 23^rd^ at   
  our medical center's front circle,    
  followed by a ceremony that           
  acknowledged many area veterans       
  (including those in this photo) who   
  were present on the island at that    
  historic moment. A breakfast was held 
  in our 3^rd^ floor auditorium         
  following the ceremony.               

  ------------------------------------- -----------------------------------------------------

The Volunteer Manager represented the VISN 2 Volunteer Managers at the
DAV Mid-Winter **Convention** held in Kerhonkson, New York, in March
2007. A meeting was conducted for DAV Representatives, Hospital Service
Coordinators and Volunteer Managers from around the state. The meeting
provides staff with excellent networking opportunities and promotes the
continued goodwill between the DAV and our VAVS programs in Networks 2
and 3.

  ----------------------------------------------------- ----------------------------------------------
  ![](media/image9.jpeg){width="1.8840277777777779in"   **National Echo Taps** was held on Armed
  height="1.6930555555555555in"}                        Forces Day, May 19^th^, at the Saratoga VA
                                                        National Cemetery and Albany Rural Cemetery.
                                                        The event was held to honor and remember our
                                                        American military and to foster a new
                                                        generation of buglers who will preserve the
                                                        tradition of a bugler to play final military
                                                        honors at the funerals. A total of 60 people
                                                        of all ages and with various brass instruments
                                                        played taps. Assemblyman McDonald and Saratoga
                                                        Mayor Keehn presented certificates to all
                                                        participants.

  ----------------------------------------------------- ----------------------------------------------

A **4^th^ of July Patient Picnic** was held for our hospitalized
veterans and their visiting family members. The event was a great
success due to the teamwork of all the veterans' service organization
and fraternal organization members. Some organization members came in
early to visit and distribute gifts to each patient. Others prepared the
food items and escorted inpatients to the picnic. For those who could
not leave their rooms, the picnic was brought to their bedsides. Food,
music and camaraderie were key ingredients to a fun day.

  ----------------------------------------- ----------------------------------------
  Our Hoptel Unit was renamed the           ![](media/image10.jpeg){width="2.25in"
  **Stratton Inn** on July 20^th^ with a    height="1.476388888888889in"}
  grand opening/ribbon cutting ceremony and 
  tour. Donations funded the new card entry 
  system, mattresses and box springs, floor 
  lamps, TV's and improvements to the guest 
  lounge and kitchen. Organizations that    
  sponsored the initial project to create   
  the Hoptel Unit in 1996 were present for  
  the ceremony and tour.                    

  ----------------------------------------- ----------------------------------------

Our **VAVS Popcorn Fundraising Program** raises funds to send veterans
to the National Rehab Games. We enlist the volunteer assistance of the
disabled veterans who have benefited from the experience of
participating in these games. The Military Order of the Purple Heart
organization provided the popcorn and supplies.

**(g) Annual Programs and Continuing Events:** Every event is an
opportunity to spread awareness of our quality healthcare services. In
addition to the events already mentioned, the following programs and
events were planned, conducted and/or supported by Voluntary Service
during FY'07:

Long-term Care Thanksgiving Dinner Re-Creation Show

Long-term Care Holiday Dinner Masonic Day

Saratoga Cemetery Memorial Day Ceremony Super Bowl Tailgate Party

Saratoga Cemetery Veterans Day Ceremony USO Show

Four Chaplains Brotherhood Award/Reception AMVETS "Because We Care" Day

Cancer Survivors Day Ceremony Gold Star Mothers' Day

POW Recognition Day POW/MIA Remembrance Day

Holiday Party for Employees and Volunteers.

Voluntary Service staff work closely with the Recreation Therapists and
assist whenever needed to insure a proper patient to staff ratio for
special events for daytime and evening events.

The Volunteer Manager represented the Stratton VAMC at the New York
State Department of Labor's annual fundraiser for the Tri-County Council
Vietnam Veterans' community service fund on August 8^th^ and the Capital
Region Blue Star Mothers' Freedom Walk at the Albany Corning Preserve on
September 9^th^. She attended the Pearl Harbor Ceremony at the Zaloga
American Legion Post on December 7^th^ and the NYS Assembly's Women
Veterans Recognition Day at the Legislative Office Building on June
11^th^.

**(h) New and Unique Volunteer Assignments**

**[Mammography Center:]{.underline}** clerical support and outreach
duties that allow the mammographer to focus on imaging duties.

**[Welcome Back Troops:]{.underline}** give a hero's welcome at the
airport to soldiers coming home and giving them VAMC Veterans Service
Center and OEF/OIF outreach information

**[Grant Writer:]{.underline}** (virtual assignment) researches new
grant opportunities via the internet to support Volunteer-supported
patient services and programs.

**[My Health*e*Vet Volunteer:]{.underline}** assists veterans in
navigating the website program to obtain information and/or post their
own progress results.

**[MOVE! Program:]{.underline}** receives consults, schedules
appointments, assists with data tracking, leads groups in programs and
walks (exercise program)

**[Bakers:]{.underline}** bake tasty treats, providing aroma therapy and
deliciously warm desserts. Positions are located in the Fisher House and
our Hospice Unit.

**[Palliative Care Visitor:]{.underline}** provides comfort and
visitation for patients on our Hospice Unit.

**[Lobby Ambassadors:]{.underline}** greet veterans arriving by VA or
County vans, obtain wheelchairs for patients as needed and escort them
to their clinic appointments.

**[Hoptel Desk Clerk]{.underline}**: greets and provides orientation to
guests; phone coverage

**[Pet Therapy Program]{.underline}**: Our wonderful four-footed
volunteers bring their youthful exuberance and affection to our
hospitalized veterans and outpatients.

**(i) Assessment of VAVS Committee:** Our **VAVS Committee** met four
times in fiscal year 2007. The meetings included announcements of
certifications and recertifications of organization representatives and
deputy representatives, Management Reports by the Director (or her
designee) and the Care Line Leaders, updates on committees and medical
center programs, and announcements of upcoming events. Comprehensive
meeting minutes are appreciated by the members as they are able to
insert the information into their organization newsletters and read
excerpts at their monthly meetings. Our VAVS Committee minutes are
posted on our station's intranet shared community library for easy
access by VA staff.

The **VAVS Executive Committee** serves to strengthen our Volunteer
Program by helping us to achieve goals.

-   The committee oversees a **"**Volunteer of the Month" recognition
    initiative. Members review the nominations, select the award
    recipients, and send notification letters to the nominator and
    nominee. The write-up is posted on Albany's section of the Network 2
    VAVS Website. A glass case outside the 3^rd^ floor auditorium
    spotlights our award recipient. News releases and photos are sent to
    the volunteer's hometown newspaper. Each month as a new volunteer is
    honored, the previous recipient's photo is inserted into a special
    appreciation frame and presented as a memento.

-   Our VAVS Popcorn Program raised funds for deposit in GPF 1328 to
    send veterans to the National Rehab Games. The volunteers also
    obtain deposit money from recycled cans and bottles to increase
    donations for this general post fund.

Our Veterans Service Center Manager conducted six **Veterans Service
Officer Meetings** during the fiscal year. The agendas included
information on veterans' benefits as well as presentations by our
Director, Care Line Managers, CBOC Operations Officer, Voluntary
Service, and Network staff.

Our medical center has had a **Veterans Holiday Committee** for many
years comprised of members from many of our VAVS veterans'
organizations. This committee continues to use its fundraising efforts
to support VA recreation events, patient activities, inpatient holiday
parties, holiday gifts, and sending patients to the National Rehab Games
and Creative Arts Festival.

Volunteers actively participated as **Committee Members** of the
Management Assistance Council Networks 2 & 3, Network 2 Consumer
Council, VetCare Board, Dean's Committee, Women Veterans Committee,
Capital Region Veterans Stand Down Committee, and the Saratoga VA
Cemetery Support Committee.

**2. Program Management:** Voluntary Service is in the Service Line
under the Associate Director. The Service Line's monthly meetings focus
on our team effort to provide material support and guidance to each
other as well as to the Clinical Care Lines and to strategize to meet
established goals (Network and Medical Center Performance Measures, and
local priorities).

**(a) Staffing:** The Volunteer office is currently staffed by a
Volunteer Manager GS-12 and Volunteer Specialist GS-10. In addition, the
position of Information Receptionist GS-4 at our lobby greeter desk is
under our Service's supervision. We are fortunate to have dedicated
volunteers who serve as our office receptionists. They type our donation
acknowledgment letters and assist us with our day-to-day duties.

The Volunteer Manager was appointed on April 30, 2005 to serve in the
capacity of **Controlled Substance Inspector** for a three-year period.
Monthly inspections are conducted as scheduled.

**b) Awards & Public Recognition**

  --------------------------------------------------------- ------------------------------------------------------
  "E J" Knapik received the 2007 AMVETS Leadership Award at ![](media/image11.jpeg){width="1.0305555555555554in"
  the AMVETS Convention in Greensboro, North Carolina. "E   height="1.2527777777777778in"}
  J" has been the VAVS Representative for AMVETS for the    
  Albany VAMC for the past 37 years.                        

  --------------------------------------------------------- ------------------------------------------------------

Wayne DeSorbe was chosen as an honoree for the 2007 Jefferson Award for
community service and was honored at an evening reception in Latham, New
York in April. He received this award for inspiring others to lead
healthier lives as a Clifton Park Community Based Outpatient Clinic's
MOVE! Program Volunteer.

Karen Haas, Volunteer Manager, and Stephanie Bonenfant, Volunteer
Specialist, were nominated along with other members of our Veterans and
Staff in Partnership Program for the FEA Distinguished Government
Service Award Team in May 2007.

  ------------------------------------------------------ ----------------------------------------------
  ![](media/image12.jpeg){width="1.7597222222222222in"   Henry Rosenzweig, VAVS Representative for the
  height="1.30625in"}                                    Disabled American Veterans, was the Grand
                                                         Marshall of Albany's Memorial Day Parade.

  ------------------------------------------------------ ----------------------------------------------

Karen Haas, Volunteer Manager, was awarded the "Outstanding Volunteer
Administrator Award" by the Volunteer Administrators Association of the
Capital District in June 2007.

Karen also was one of the Stratton VAMC employees that received the
Department of Veterans Affairs Certificate of Pride in Public Service.

**(c) Training and Orientation:** Volunteer applicants are interviewed
and complete their initial orientation process on a one-to-one basis.
Orientation includes training with written policies on HIPAA, Safety,
Cyber Security, Fire Procedures, Emergency Preparedness, Hazardous
Materials, Sexual Harassment, Diversity in the Workplace, Infection
Control, TB Tests, Patient Rights and Patient Abuse. Volunteers applying
for sensitive positions are fingerprinted by our Human Resources
department. Each person is given a Volunteer Handbook, PPD verification
sheet, vehicle registration form and a copy of our most recent Network 2
Volunteer Newsletter.

Medical center staff and volunteers receive their mandatory **annual
safety training** each October by attending the exhibits in our
auditorium that review policies and procedures promoting a safe
environment. The exhibits use storyboards, videos and handouts to
educate staff and volunteers while they complete a quiz sheet. Volunteer
attendance sheets are sent to Voluntary Service for our education files.
Volunteers who miss the training opportunity are provided a booklet and
quiz to complete for training credit. **Computer Security Training** is
completed by all staff and volunteers with computer access.

Voluntary Service uses a variety of initiatives to **educate our staff**
about the entire scope of the VAVS program:

-   Articles are placed in the Notable News (daily computer
    announcements) to call attention to special events, new initiatives,
    and honor our Volunteer of the Month.

-   The Volunteer Specialist participates in New Employee Orientations
    to give an overview of our VAVS programs and their relationship with
    hospital programs and services.

**(d) The Patient Transportation Office** is staffed solely by
volunteers. The Volunteer Specialist supervises and trains the
volunteers in this program. During this fiscal year, the office was
staffed by an average of 6 volunteers per day. They transported 5,321
hospitalized veterans and outpatients (ambulatory and in wheelchairs) to
scheduled appointments within the facility on weekdays.

In addition to patient trips, volunteers perform the following [customer
service]{.underline} tasks:

-   Return empty stretchers to the Operating Room after patient is
    returned to the ward.

```{=html}
<!-- -->
```
-   Wheelchair roundup to retrieve our Lobby wheelchairs

-   Completing large and small mail-out projects

-   Serve as alternates for our Welcome Buddy volunteers

-   Deliver flower arrangements received for inpatients

-   Deliver requested items to the nursing stations

**(e) Volunteer Transportation Program:** Our Volunteer Drivers are
given a Network 2 DAV Driver Handbook during their orientation to assist
them in carrying out their assigned duties. The handbook contains DAV
Transportation Network van rules, our Network Memorandum "Network 2
Transportation Volunteer Drivers and Vehicle Usage", transportation
driver position description, forms and instructions. We are committed to
following standardized regulations regarding the vans being used
strictly for patient transportation to a medical appointment.

Charles Drew has served as our Hospital Service Coordinator in a
volunteer capacity since February 2, 2004.

Our Medical Center received one eight-passenger van during this year. We
presently have 19 vans in operation in our Volunteer Transportation
Program. Vans are placed in secure locations in Fulton County, Hudson,
Malone, Plattsburgh, Schenectady, Schroon Lake and Sidney.

Van drivers for our out-placed vans also transport labs and X-rays to
save the medical center currier service costs. In addition, visually
impaired veterans needing transportation to the West Haven VAMC in
Connecticut for blind rehab training are transported by a volunteer in
our Volunteer Transportation Program.

In addition to the regularly assigned duties, our drivers volunteer to
run shuttle vans for special events such as the Veterans Stand Down,
Tri-County Vietnam Veteran's China Beach event, parades, blind veteran
rehab/recreation therapy events and events that support our re-entry
support team's outreach efforts to reach OIF/OEF veterans. The only
event that DAV vans are utilized is the Veterans Stand Down, as per our
Network Memorandum.

![](media/image13.wmf){width="1.8965277777777778in"
height="0.7284722222222222in"}

**TRANSPORTATION TRENDS**

+----------------+-----------+-----------+-----------+---------------+
|                | FY'05     | FY'06     | **F*      | **C**         |
|                |           |           | ***Y'07** | **omparison** |
|                |           |           |           |               |
|                |           |           |           | **FY'06 --    |
|                |           |           |           | FY'07**       |
+----------------+-----------+-----------+-----------+---------------+
| Miles Traveled | 248,599   | 262,280   | 272,196   | +9,916 (+11%) |
+----------------+-----------+-----------+-----------+---------------+
| Veterans       | 15,204    | 16,023    | 16,463    | +440 (+3%)    |
| Served         |           |           |           |               |
+----------------+-----------+-----------+-----------+---------------+

**(f) Community Relations and Activities**

**VA Voluntary Service Network Newsletter:** Volunteer Managers in
Network 2 in collaboration with the Network Communications Office
publish a quarterly newsletter that is mailed to our volunteers,
community partners, elected officials, and area schools/colleges. The
newsletter is included as a handout at all volunteer recruitment events.
Each edition contains a Message from the Network Director, features that
interest all our volunteers and a page for each station's articles,
photos, volunteer opportunities, donation wish lists and calendar of
events. A survey is conducted each year to obtain input from our
readers. Comments and suggestions are discussed during quarterly
newsletter conference calls.

**VISN 2 Voluntary Service Website:** our website promotes volunteerism
and includes our Annual Narrative Report, volunteer opportunities and
donation needs lists.

**VISN 2 Community Calendar:** Information on upcoming special events
and programs are posted on our Network web page to promote awareness and
attendance.

**Speaking Engagements:** The Volunteer Manager attends events in the
community throughout the year, representing our Service and our medical
center. She was a speaker at the following community events:

George Washington Elementary School -- November 2006

Glendaal Elementary School -- November 2006

Retired United Auto Workers - February 2007

DAV Mid-Winter Conference -- March 2007

Post Office Veterans' Committee, Colonie, NY -- March 2007

Veterans of Foreign Wars Post 8692 Loyalty Day Ceremony -- April 2007

Veterans of Foreign Wars Post 8692 Ladies Auxiliary Meetings (monthly)

**Visiting Officials:** Voluntary Service welcomed individuals and
groups from elected officials' offices and veterans' organizations,
providing meeting opportunities and tours of areas of interest. Visitors
during this fiscal year included:

Congresswoman Kirsten Guillibrand

Mrs. Eliot Spitzer (Governor Spitzer's wife)

Assemblyman Tim Gordon

Assemblyman Robert Reilly

Charles Diamond, Staff Assistant to Congressman McNulty

Michael Miller, Legislative Assistant to Assemblyman Tedisco

LCDR Howard J. Fox, representing Albany Mayor Jennings

Albany County Executive Michael Breslin

Albany County Comptroller Michael Conners

Schenectady Mayor Brian Stratton

New York Naval Militia personnel

Active Duty Navy Sea Cadets

Order of Eastern Star Greene-Ulster District Officers

Martha Ferens, VFW Ladies Auxiliary's Department President

Theodore Barbuto, DAV State Commander

Matilda Brooks, DAV Auxiliary State Commander

Keith Robinson, DAV Department of New York Commander

Diane Wisnesky, DAV Auxiliary Commander

Jerry Lenox, Grand Commander, Military Order of Cooties

Terri Lenox, Grand Commander, Military Order of Cooties Auxiliary

Katie Posa, President Grand of NY, MOCA

Gloria Corno, VAVS Representative, MOCA, Lyons, NJ

Ralph Corno, Supreme Service Commander, MOC, Lyons NJ

**Stand Down:** The Volunteer Manager served on the planning committee
and as the coordinator for 216 community volunteers at the October 2006
Capital Region Veterans Stand Down at the Colonie Elks Lodge. She
recruited, assigned and supervised community volunteers who served as
van drivers, squad leader assistants, childcare room helpers,
registration desk workers, and dining area helpers. This annual event is
a joint community effort between our VAMC, NYS Division of Veterans
Affairs, New York Guard, Navy Reserves, Elks, Eastern New York Homeless
Veterans Coalition, Department of Labor, the Salvation Army, county
social services departments, and veterans' service agencies.

**VetCare Board:** The Volunteer Manager served as an ex-officio member
and recording secretary for the non-profit Veterans Care and Resources
Development Corporation (VetCare) Board. The Board is comprised of
community members and medical center staff to assist in establishing
effective programs to meet the needs of veterans for non-medical
supportive services.

**Vocational Advisory Board:** The Volunteer Specialist is a member of
the Glenmont Job Corps Center Vocational Advisory Board sharing
expertise and defining skills that students need to compete in the
workforce.

**(g) Report of Program Goals**

**(1) FY'07 Goals Achieved**

**[Volunteer Recruitment:]{.underline}**

\- The National Recruitment Goal this year was to reduce the volunteer
turnover rate to less than 25%. We met that goal throughout the year.

\- We recruited buglers and held an Echo Taps event at both the Saratoga
VA National Cemetery and Albany Rural Cemetery on Armed Forces Day.

[**Improve Access to Care**:]{.underline}

\- Volunteer drivers provided weekday parking lot shuttle coverage

\- Maintained an adequate supply of wheelchairs for outpatients' use by
obtaining donated funds to purchase as needed.

\- Obtained a room for our barber/beautician to utilize. Through donated
funds, a barber chair was purchased for that room.

[**Improve Customer Service**:]{.underline}

\- Maintained/created volunteer positions that have direct patient care
impact (i.e. Customer Service Assistant, 9^th^ floor baker, and Friendly
Visitor on Inpatient Wards)

\- Greeter Desk and Lobby Ambassador Volunteers provide directions and
assistance to patients and visitors.

\- Provided an assortment of magnifying eyeglasses for veterans who are
not eligible for eyeglasses from the VA

\- Provided canteen books to veterans referred to our office for meals
or haircuts.

[**Improve Healthcare Value**:]{.underline}

\- Volunteers support the My Health*e*Vet program

\- Volunteers support the MOVE! Program

\- Good Neighbor Program volunteers provide socialization to housebound
veterans and give the caregiver a break.

\- Welcome Buddy Cart volunteers welcome all new admissions and give
them personal comfort items to make their stay more comfortable

**[Enhance, Preserve and Restore Patient Function:]{.underline}**

\- Veterans History Project volunteers collect memories and documents of
veterans, preserving their experiences for future generations. This year
the project was expanded to VA Veteran employees.

\- Volunteer Transportation volunteers transport blind veterans to West
Haven, CT, to the blind rehabilitation training program.

\- Voluntary Service staff and volunteers made clinic appointment
reminder calls to veterans to reduce no-show rates and cancellations
after appointment times.

\- Met fundraising goals to transport veterans to all the national rehab
games this year.

\- Met every request for coats, clothing, footwear, bus token and
toiletry needs for indigent and emergent patient needs.

**(2) FY'08 Goals**

**[Volunteer Recruitment:]{.underline}** To increase virtual volunteer
assignments, increase nontraditional volunteer and donation support,
increase off-tour hour volunteer assignments, and keep volunteer
turnover low. Increase number of outreach events to community groups.

**[Improve Access to Care:]{.underline}**

\- Extend Volunteer Transportation Program to cover afternoon
appointments.

\- Continue to recruit for volunteer opportunities at CBOC's and other
off-station sites.

[**Improve Customer Service**:]{.underline}

\- Assist ambulatory surgery unit and inpatient wards by providing
escorts for all discharges to the entranceway and bringing the
wheelchair back again.

\- Provide on-going staff training to provide guidance on volunteer
supervision, increase volunteer opportunities, and increase knowledge of
our VAVS program.

\- Increase recruitment efforts to provide better Greeter Desk volunteer
coverage for daytime, evening and weekend hours. Facilitate arrangements
for light-duty employees to supplement the staffing of the greeter desk.

\- Create new beneficial partnerships within the community

[**Improve Healthcare Value**:]{.underline}

\- Increase participation by faith-based and community organizations.

\- Support Welcome Home Celebrations and OIF/OEF outreach events.

\- Continue to enlist donation support to purchase rehabilitative
equipment for physical therapy and occupational therapy units

**[Enhance, Preserve and Restore Patient Function:]{.underline}**

\- Promote support for Advance Clinic Access

\- Increase participation of veterans in the Veterans History Project

\- Obtain sufficient donations to the adaptive sports program and
transport Albany veterans to the 2008 Winter Sports Clinic, Golden Age
Games, Wheelchair Games and Creative Arts Festival.

\- Develop a patient feeding volunteer program.

**(h) Professional Development:**

**Public Relations:** The Volunteer Manager provided public relations
coverage in the absence of the medical center's Director of Public
Relations and Marketing.

**Professional Affiliations:** The Volunteer Manager is a member of the
Volunteer Administrators Association of the Capital Region (VAACR).
During this fiscal year, the Volunteer Manager served on the VAACR
Executive Board as Secretary.

The Volunteer Manager is a member of the American Society of Directors
of Volunteer Services.

The Volunteer Manager is a member of the VFW Auxiliary, Tri-County
Council Vietnam Veterans and Polish American Citizens Center.

**Training:** The Volunteer Manager, Volunteer Specialist and
Information Receptionist completed all mandatory education training
required of Stratton VAMC employees.

**KAREN B. HAAS STEPHANIE BONENFANT**

**Volunteer Manager Volunteer Specialist**