Reporting to:

Overall: Director, Manager and Coordinator of Volunteer & Support Services

Day to Day: Hospice Receptionist


The purpose of the Reception Volunteer is to assist the staff with office, reception, and switchboard duties for Canuck Place Children’s Hospice (CPCH) outside the regular hours and scope of the Receptionist.

Time Commitment

One four hour shift on a weekly or bi-weekly basis for a minimum of a one year commitment.

Shifts vary depending on the needs of the hospice available shifts can be viewed on Better Impact.

Training & Support

  • General orientation to CPCH and the Volunteer Program
  • Reception Volunteer Orientation and Reception Manual
  • Within the first month after training a member of the Volunteer Leadership Team is assigned to follow up/check in with the Reception Volunteer to ascertain if they have any questions or concerns with their role
  • Engagement Surveys are performed annually and the feedback is distributed through our year-end review

General Responsibilities

  • Attend CPCH related special events, as requested, and as time permits
  • Maintain reliable schedule (weekly or bi-weekly)
  • Remain within the boundaries of the role and volunteer program
  • Contribute to the CPCH culture by understanding and supporting our Mission and Vision and actively demonstrating our Values
  • Contribute to a culture of safety by attending CPCH hosted or sponsored workshops, trainings and adhering to policies

Specific Accountabilities

  • A pleasant and articulate first contact for the guests, visitors and callers to the hospice
  • Provide Support to CPCH staff by:
    • Answering the telephone
    • Giving relevant information regarding the hospice
    • Directing calls to the appropriate staff within Glen Brae, Dave Lede House, or at Granville office
    • Taking messages or directing calls to voicemail if staff are unavailable
    • Screening calls, when requested to do so by the children’s families
    • Taking donations by telephone
    • Greeting visitors, ensuring that sign-in sheet is utilized, and administer Covid-19 Screening (including confirming vaccination status)
    • Directing visitors to the waiting area until the appropriate staff or family member arrives
    • Greeting and receiving deliveries from couriers and other service personnel
    • Assisting with general office tasks such as mail-outs, faxing, photocopying, opening and sorting mail (according to instructions in the Reception Manual, and other miscellaneous office procedures as requested by Administrative and Volunteer & Support Services staff
    • Remaining at the reception area unless office/nursing staff have been informed or the phone has been put into ‘night mode’

General Skills & Attributes

  • Have a pleasant, courteous, business-like demeanor
  • Have a comfortable level of telephone and computer skills
  • Demonstrates empathy/discretion and excellent communication skills
  • Open-minded and non-judgmental
  • Able to volunteer in a dynamic and changing environment

Mandatory Requirements

  • Able to provide proof of receiving both doses of Covid-19 vaccine and other immunization records, as required
  • Wear required PPE at all times (e.g. medical masks)
  • Wear CPCH identification nametag during shifts and related special events
  • Record volunteer either through Better Impact touchscreen in the VSS office, or advise Volunteer & Support Services staff via email for offsite shifts
  • Shall keep confidential all information regarding a child or family at CPCH
  • Shall not perform professional services for which specific education, certification or licensing is required (e.g. medical care, professional advice, and counseling)
  • Volunteers must not provide personal contact information to the children and families or engage in social media exchanges
  • Volunteers are not permitted to speak on behalf of CPCH to the media or other public agencies unless they have been authorized to do so by the Director, Volunteer & Support Services, or the CEO


  • Personal growth and fulfillment
  • Education mingles; continuing education sessions
  • Lunch meal is provided whilst on shift
  • Complimentary tea, coffee, cookies and snacks are offered whilst on shift
  • Annual Volunteer Appreciation Event; prizes & recognition gifts
  • Quarterly Volunteer Recognition

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