CRC Standards of Care
Below are the standards of care that we want our volunteers and staff to adhere to when providing support and information to CRC clients in the office, at the hospital, or out in the community.
- The intention to be of service: Service is an act of compassion. It is more about building rapport with the client than problem-solving. Active Listening is a key component of this.
- Support our clients in empowering themselves: Each client already has strengths and resources, and our role is to help the individual access them. Validate their independent decision-making in a supportive and non-judgmental way. Respect client-self-determination.
- Mutuality: Communicate to clients that “We are in this together.”In order for you to be “present” with the client, you must be settled enough with your own emotions and grief. Through your support, you will help create a sense of community for the client.
- Demonstrate respect/positive regard for all people regardless of age, sex, gender expression, economic level, race, culture, ethnicity, religion, ability, or sexual orientation: Value each person because they are another human being on the planet. Honor them and respect their uniqueness and individuality.
- Be Genuine: Being sincere, being yourself is important.
- Accepting of differences: Acknowledge and respect that there are a variety of ways to live life or “do cancer”, and that is okay. Recognize that everyone’s experience with cancer is different – for some fear is predominant, for others managing all the medical information is overwhelming.
- Express empathy: Follow the client’s lead and start from where they’re at. Begin with an open ended question like how are things going today? Ask feeling questions when appropriate. What are the emotional issues for the client? What is it like to live with an illness and to be a patient?
- Assist the client in making informed choices: At the client’s request, offer up-to-date and accurate information, referrals to CRC and community services. Volunteers will refer to staff when needs are identified and further support and information is needed. Staff will conduct a thorough assessment of client needs and assist the client in connecting with the programs and services to address their needs. Staff will conduct follow-up to ensure client was able to assess needed services.
- Conduct Advocacy: Assist clients in advocating for their needs, interests, and to ask questions, etc. to health care and other community services professionals. Accompany clients to visits when requested and appropriate. Volunteer will refer to staff when clients request assistance in this area.
- Engage in training and professional development activities: Staff and volunteers will participate in orientation, in-service training and community education programs to stay abreast of the most updated cancer information and to refine communication, interpersonal, and other needed skills
- Staff and volunteers will participate in a formal evaluation and self-evaluation process to assess their work and to identify areas for growth and development
- Client confidentiality: Staff and volunteers will review and sign an annual confidentiality agreement and adhere to CRC confidentiality policies and practices.