Concurrent Speaker Bios
Angela Hayes, CAVS
Creative Programs that Count
Concurrent Session 1 Wednesday 10:15 - 11:45 am
Angela Hayes, is a Certified Administrator of Volunteer Services (CAVS) by the
Association for Healthcare Volunteer Resource Professionals (AHVRP). She holds a
Masters in Public Administration (MPA) with a concentration in Non-Profit
Administration from The University of Akron receiving the Ohio Board of Regents
Graduate Fellowship for graduate study. She received her Bachelor of Arts in Political
Science from Walsh University and graduated from the honors program. Ms. Hayes is
currently the Director of Community Reinvestment at Summa Health System where her
roles include oversight and direction of the health system Employee Volunteer Program,
the Summa Akron City, Summa Rehab, and Summa St. Thomas Hospital Volunteer
Program, and community giving initiatives (in-kind, sponsorships, and grants). Some
past management roles include Manager of Volunteer Services at Akron General
Hospice of Visiting Nurse Service and Manager of Volunteer Services at Mercy Medical
Center. Her current service consists of Board Member for AHVRP, Co-Chairperson for
the Associate Council for Susan G. Komen Northeast Ohio, and Peer Evaluator for the
AmeriCorps Grant Cycle through the Ohio Commission on Service and Volunteerism.
Some past service roles include President for Directors of Volunteers in Agencies
Greater Akron and Board Member for the Ohio Volunteer Management Association.
Stacy Scott Berteau, CAVS
Volunteer Engagement with Nursing: New Models with Measurable
Outcomes Improving Patient Care
Concurrent Session 2 Wednesday 1:45 - 3:15 pm
Stacy Scott Berteau has served as the Director of Volunteer Services at Sarasota
Memorial Healthcare System for 30 years, where she oversees a volunteer resource of
1,000 individuals on three campus sites as well as community support volunteers. She
is the immediate past president of AHVRP, and served as the chairperson of the
Volunteer Care Counts taskforce.
Jacquie Karr-Zlotnicki
How Technology Can Enhance a Rapidly Growing Program
Concurrent Session 1 Wednesday 10:15 - 11:45 am
Graduate of the University of Michigan, Ann Arbor with a Bachelor of Arts degree in
Behavioral Science. Twenty-two years of experience in healthcare administration - both
inpatient and outpatient settings. Directed medical practices in Michigan and Florida,
managed patient accounting in Michigan and has done consulting in Colorado,
Washington, and Idaho. Currently, and for the past 11 years holds position of Director
of Volunteer Services for Christian Living Services in Grand Rapids, Michigan.
Expertise in working closely with software vendors to create effective and efficient tools
and processes to manage volunteer programs that exceed expectations. Directs a staff
of five volunteer coordinators, with over 1,000 volunteers (including interns) annually,
who serve more than 60,000 hours each year on average. Holland Home and Faith
hospice volunteer program includes: long-term care, skilled nursing, assisted living,
hospice, homecare, rehabilitation services, Medicaid Waiver Program and P.A.C.E.
program for west Michigan.
Concurrent Speaker Bios
Mary Plathe, Cheryl Call & Daisy McNeill
Transforming Gift Shops Beyond the Traditional Definition of Renenue
Concurrent Session 1 Wednesday 10:15 - 11:45 am
Mary Plathe is the Volunteer Services Manager for Orange City Area Health System in Orange
City, Iowa. She is responsible for oversight and direction of the health system’s volunteer
program, overseeing a volunteer resource of over 200 volunteers on three campus sites as well as
community support volunteers. She is responsible for all aspects of the health system’s gift shop,
including financial management, scheduling and buying. She is the liaison between the health
system and the auxiliary board and responsible for all fundraising aspects of the auxiliary. Mary is
currently the Treasurer for the Iowa Directors of Volunteer Services, a member of the 2015 AHVRP
Conference Planning Committee, Chair of the AHVRP Retail Committee and a Past President of
the Iowa Hospital Association Volunteer/Auxilian Board of Directors.
Daisy McNeill is a Certified Administrator of Volunteer Services and is Metro Director of Volunteer
Services with INTEGRIS Health in Oklahoma City, OK. Her responsibilities include the volunteer
programs and gift shops at four INTEGRIS hospitals, a Cancer Institute, and a Hospitality House
Hotel throughout the metro. Daisy has held many leadership positions with both the Oklahoma
Society of Directors of Volunteer Services, and the Central Oklahoma Society of Directors of
Volunteer Services. She has also chaired several national committees with the Association for
Healthcare Volunteer Resource Professionals (AHVRP) as well as serving as AHVRP President in
2011. She is currently serving on the international board of the Council for Certification in
Volunteer Administration (CCVA) on behalf of AHVRP.
Cheryl Call is Director of Volunteer, Gift Shop and Language Services at Utah Valley Regional
Medical Center/Intermountain Healthcare and has served for a number of years on the AHVRP
Retail Committee and is the Education Chair for the Utah Hospital Director of Volunteer Services
Association.
Eileen McConville, MBA, CHVM
Coaching a Challenging Team Member
Concurrent Session 1 Wednesday 10:15 - 11:45 am
Creative Volunteer Roles
Concurrent Session 2 Wednesday 1:45 - 3:15 pm
Eileen McConville is Director of Volunteer & Auxiliary Services at New Hanover Regional
Medical Center in Wilmington, North Carolina where she has worked for 20 years. She is
responsible for oversight of approximately 800 active volunteers and is the hospital’s liaison
to the NHRMC Auxiliary Board. Eileen is responsible for day-to-day management of all
volunteer placement areas, three gift shops and the Hospital Hospitality House. Eileen is also
responsible for all information desks and oversees a paid staff of 40 employees.
Eileen has served on the NCSDVS Board of Directors as Treasurer in 2008 and 2009.
She is currently NCSDVS President. She served on the SHVL board as Secretary and has
been on the Committee for Nominations of AHVRP. Eileen received her Certification in
Healthcare Volunteer Management from North Carolina in 2008, and renewed her certification
in 2013.
Mary Brown, CAVS
Creating a Boutique From the Ground Floor Up, My Journey
Concurrent Session 2 Wednesday 1:45 - 3:15 pm
Mary is Program Manager of Volunteer and Guest Services for The William W. Backus Hospital in
Norwich, CT. With over 20 years in volunteer management, Mary has served in on the
Connecticut Association of Director’s Volunteer Services in Healthcare (CADVSH) Board of
Directors, Regionally on the New England Association of Directors Healthcare Volunteer Services
(NEADHVS) Board of Directors, and is currently the Funds Development Chair for the New
England State Conference. Mary also served on the AHVRP Board of Directors from 2010-2012
with the responsibility for educational webinars and publications. Mary Serves on The Center for
Hospice Care fundraising committees and the Chamber of Commerce Foundation Board. Awards
include the NEADHVS Team of Stars Award, CDVSH Award for Professional Excellence, and the
United Way Outstanding Employee Campaign.
Concurrent Speaker Bios
William R. Henry, Jr.
What Could Possibly Go Wrong? -- Managing Volunteers' Risks
Concurrent Session 2 Wednesday 1:45 - 3:15 pm
William is executive director of Volunteers Insurance Service Association, Inc. (VIS®), based
in Woodbridge, VA. VIS® is a risk purchasing group that makes insurance programs and risk
management services available to private-sector nonprofit organizations and public entities
that engage volunteers, in all 50 states and the District of Columbia. The organization’s
history dates to the 1960’s, when the federal government agency Action requested help in
developing standards for volunteer programs that receive federal funding. Before his
appointment to the leadership of VIS® in January 2011, William was vice president and
director of communication at The CIMA Companies, Inc., an independent insurance broker
with offices in the Washington, D. C. and Baltimore areas. CIMA serves as the business
administrator for Volunteers Insurance Service Association and the CIMA Volunteers
Insurance program. William also has been director of public affairs for the Associated
General Contractors of America, and a reporter for two daily newspapers in North Carolina.
His blog can be found at www.volunteerinsure.org, and his LinkedIn profile at
www.linkedin.com/in/williamrhenry. He is a frequent speaker, at nonprofit conferences, on
managing the risks involved in volunteer engagement.
Mary Kay Hood, MS
Online Orientation In 3 Easy Steps
Concurrent Session 2 Wednesday 1:45 - 3:15 pm
With a BS degree in biology from Marian College and a Master of Science in Management
from Indiana Wesleyan University, Mary Kay has been involved in volunteer management
over twenty five years in a zoo and the healthcare field. A presenter at national and
international conferences, she served as president of the Central Indiana Association for
Volunteer Administration (CIAVA) from 1993-1997 and the Indiana Society of Directors of
Volunteer Services (ISDVS) from 2006-2008. She was also the recipient of the 1995
Outstanding Director of Volunteer Services Award and the 2002 United Way of Central
Indiana Volunteer of the Year Award. She currently serves on the program development
committee for Leadership Hendricks County and has authored two books titled The One
Minute Answer to Volunteer Management Questions and The Volunteer Leader as Change
Agent.
Concurrent Speaker Bios
Kathryn Berry Carter, CAVS, CVA
Denise Wittstock, CAVS & Stephanie VanDyke, CAVS
Pediatric Peers Panel: Benchmarking & Best Practice in Children's
Hospitals
Concurrent Session 2 Wednesday 1:45 - 3:15 pm
Family Centered Care Initiatives in Children’s Hospitals
Concurrent Session 3 Wednesday 3:30 - 5:00 pm
Kathryn Berry Carter is the Director of Volunteer Services for St. Jude Children's Research
Hospital. She is responsible for coordinating the resources of more than 600 volunteers, three
volunteer support clubs, and the Guest Services Information desks in the common lobbies.
Kathryn is also responsible for maintaining consistent volunteer management practice at the
Target House and Memphis Grizzlies House. Kathryn is a champion of Family Centered Care
initiatives, actively participating on the institution’s Family Center Care Task force, leading the
implementation and management of parent mentor and respite care programs. Under Kathryn's
leadership, the volunteer department was named Outstanding Volunteer Program of the Year at
the 34th annual Spirit of Giving Awards, hosted by Volunteer Mid-South in April, 2010. Kathryn
has nearly 20 years-experience in Volunteer Management and holds two certifications, her CAVS
and CVA. She currently is the President of the statewide organization, THVP, previously served
as President of her local DOVIA chapter, and as an Executive Board Member of local nonprofit,
Hands On Memphis.
A name highly acclaimed in the industry, Denise Wittstock embodies the principal expertise
needed to unify nonprofit management and strategic thinking with prosperous, national results.
Whether in the Corporate or Nonprofit Sector, Denise is uniquely qualified to blend program
development, project and volunteer management, quality initiatives and marketing. Currently,
Denise serves as the Manager of Volunteer Services and Animal Assisted Therapy at Phoenix
Children's Hospital. Phoenix Children’s Hospital, ranked in U.S. News & World Report’s Best
Children’s Hospitals, is Arizona’s only licensed children’s hospital, providing world-class care in
more than 40 pediatric specialties to children from throughout the state and region. Denise
received her Bachelor of Arts Degree from the University of Wisconsin and studied Design, History
and Spanish. She has a Graduate Certification in Non-Profit Management and Leadership with a
full Masters expected in 2013.
Since 2003, Stephanie VanDyke has been the Director of Volunteer Services at the Monroe Carell
Jr. Children’s Hospital at Vanderbilt (Nashville, Tennessee). Currently, she is serving as Vice
President of the Tennessee Healthcare Volunteer Professionals (TN State Organization for
Volunteer Professionals). From 1992-2003, Stephanie was a Certified Child Life Specialist at the
Monroe Carell Jr. Children’s Hospital at Vanderbilt and completed a Child Life internship at
LeBonheur Children’s Hospital, Memphis TN from May-Aug 1992.
Caryn Katz-Loffman, MSW
Creating Healing Partnerships by Elevating Volunteerism
Concurrent Session 3 Wednesday 3:30 - 5:00 pm
Caryn Loffman has been with Hackensack University Medical Center since 2009 where she
coordinates the Take a Break volunteer program. Caryn began working with the Take a Break
program as a Masters level social work intern where her responsibilities included design,
development and implementation of the this brand new program in the Emergency and Trauma
Center (ETC). In 2010, Caryn presented the Take a Break program at the Planetree Conference in
Denver, Colorado where the program received an international award. In addition, a best practices
poster about the program was accepted at the Institute for Patient Family Centered Care 2012, the
National Association of Social Workers 2012, and the National Association of Social Workers New
Jersey 2013. Caryn’s responsibilities in the Emergency and Trauma Center also incorporate
staff coaching on communication skills and patient interaction behaviors to maximize patient
satisfaction and enhance the patient experience. This training includes working with both the ETC
medical students and residents to better understand patient-family centered care and to hone
bedside empathy skills. A graduate of Carnegie Mellon University, Caryn completed her Masters
in Social Work at Touro College’s Graduate School of Social Work. Prior to raising her family,
Caryn has trained and supported professionals in a variety of non profit and commercial settings
over her almost 30 year career.
Concurrent Speaker Bios
Kelley Boothby, CAVS, M.Ed & Eileen Pelletier, CAVS, MS
Mobility is Medicine: A Volunteer Mobility Program
Concurrent Session 3 Wednesday 3:30 - 5:00 pm
Kelley Boothby and Eileen Pelletier are Co-Directors of Volunteer Services at Hartford
Hospital in Connecticut. Kelley, with 20 years experience at Hartford Hospital, has served
on committees and boards of directors for several organizations, including: AHVRP, the New
England Association of Directors of Healthcare Volunteer Services (NEADHVS), the
Connecticut Association of Directors of Volunteer Services in Healthcare (CADVSH) and the
Association for Administrators of Volunteer Services (AAVS). She is also a past President of
NEADHVS and CADVSH. Kelley participates on the Capital Community College Business
Management Advisory Council and has recently begun her first term for the American
Hospital Association’s Committee on Volunteers (COV). Kelley and Eileen have
implemented several award winning high impact volunteer Hartford Hospital over the years.
Much inspiration, direction, and support is attributed to the invaluable connections with
professionals in volunteer administration from around the country.
An employee of Hartford Hospital for 24 years, Eileen has a Masters Degree in Healthcare
Management and is a Certified Administrator of Volunteer Services. Eileen oversees more
than 1,300 adult and student volunteers. Eileen helped establish four award winning
volunteer programs, Reiki, Geriatrics – Keep in Touch program, Fall Prevention – Volunteer
Safety Monitor program and the Mobility Volunteer Program and . She is past president of
the NEADHVS. Eileen is a past Chairperson for the Connecticut Hospital Association’s
Volunteer Management group. She has served on the CADVSH board and is a member of
AHVRP. Eileen is an experienced workshop presenter in the volunteer management field.
Carolyn Kadyk, MAOL & Deborah Gurney
Transforming a Volunteer Program within a Health Care Reform Environment
Concurrent Session 3 Wednesday 3:30 - 5:00 pm
Carolyn Kadyk is the Manager, Volunteer Services, for MultiCare Health System. Leading a team
of 19 staff, she manages a Volunteer Services program of almost 2000 volunteers, 5 gift shops
and a senior membership program. Carolyn has 14 years of business experience in marketing and
communications, including 7 years in healthcare, focusing on community health and volunteer
management. She holds a B.A. in Journalism & Mass Communication, Whitworth College; a
Masters in Organizational Leadership and Executive Certificates in Organizational Development
and Public /Non-profit Leadership from Chapman University. She is an active volunteer on a
foundation board and with Rotary.
Deborah Gurney is the Celebrate Seniority Supervisor and Team Lead for the Volunteer Services
Department for MultiCare Health System. She has over 20 years experience in volunteer
coordination and program management. Currently, over 5000 members participate in the
Celebrate Seniority Senior Wellness Program. Graduating with a Bachelor’s of Science, Deborah
realized her passion and respect for volunteers early on; it is this through line that has guided her
professional career. Deborah is on the Puyallup Area Aging in Place Coalition, overseeing their
Annual Community Volunteer Fair. She volunteers for the Washington Native Plant Society, the
Auburn Humane Society and her church.
Tim Schultz
Turning a Unique Boutique into a Profitable Retailer
Concurrent Session 3 Wednesday 3:30 - 5:00 pm
Tim Schultz began his journey into the retail world at the age of ten when he started working in his
father's pharmacy in Chesaning, Michigan. He worked at the pharmacy until high school
graduation. From there he attended Michigan State University where he earned a Bachelor’s
Degree in Financial Administration. While at MSU, Tim began working for his mother's wholesale
gift business, Sarah's Attic, where he went to work full time upon graduation in 1989. With his
help, Sarah's Attic blossomed into a business that at its peak employed over 100 people and
shipped to over 3,500 accounts, many of them being Hospital Gift Shops. Sarah's Attic sold it's
facility in 2009. Tim then worked as an accounting firm administrator until the gift shop manager
position at Covenant HealthCare in Saginaw opened up. Tim feels very fortunate to have been
hired by the great team at Covenant, where he has made many improvements in the shops and
helped move the gifts shops from a "Unique Boutique" to profitable retailer.
Concurrent Speaker Bios
Andrew Peterson, CAVS, M.Div, MMHC
In-Patient & Peer Visitor Programs Provide Support to Patients and
Families
Concurrent Session 4 Thursday 9:00 - 10:30 am
Andrew Peterson has been working in the field of Volunteer Management for over 21
years. He is currently the Director of Pastoral Care & Volunteer Services for Vanderbilt
University Hospital, Vanderbilt Psychiatric Hospital and Vanderbilt Health (Outpatient
Clinics). Prior to this position he was the Manager of Volunteer Services for the Frist
Center for the Visual Arts, where he created the volunteer program for a new art
museum in Nashville, prior to its opening to the public in 2001. Previously he was the
Volunteer Manager for the Senior Division of Metro Social Services for Davidson
County and the Director of Volunteer Services at Nashville CARES and AIDS Service
Organization. Andy received the Master of Management in Healthcare in 2011 from
Vanderbilt University's Owen Graduate School of Management and holds a Master of
Divinity Degree from the Vanderbilt University Divinity School. His undergraduate
degree is in Business Management from West Virginia Wesleyan College.
Karla Bachl, CAVS
Relentless Relevancy: Maintaining Professional Significance
Concurrent Session 4 Thursday 9:00 - 10:30 am
Karla Bachl has over 20 years’ experience working with volunteers in healthcare,
community, and religious settings. She is currently the Director of Volunteer Services at
Lehigh Valley Health Network in Allentown, PA where she oversees 1400 volunteers
covering four hospital sites and many health centers. Karla is responsible for five hospital
gift shops and two auxiliaries where their combined annual gross sales total well over
$1.5 million. Recognizing and utilizing the diversity of the volunteer team is her goal. Her
focus is enhancing the patient experience by providing world-class service through
volunteering. She holds a Bachelors of Science in Business Management from Albertus
Magnus College in New Haven, CT and a degree in Health Science from Trident
Technical College in Charleston, SC. She also holds the distinguished credential from
the Association for Healthcare Volunteer Resource Professionals (AHVRP) Certified
Administrator of Volunteer Service (CAVS) designation for proficiency in the field. Karla
is currently the vice-president of the Central Chapter of the Pennsylvania Society of
Directors in Volunteer Services in Healthcare (CCPSDVS) and the Vice-President of
Society of Volunteer Administrators of the Lehigh Valley, PA. Karla is married to Todd
and they have four children ranging in age of 9 to 23.
Angela Hayes, CAVS
Why Every DVS Needs an Employee Volunteer Program
Concurrent Session 4 Thursday 9:00 - 10:30 am
Angela Hayes is a certified Administrator of Volunteer Services (CAVS) by the AHVRP.
She holds a Masters in Public Administration (MPA) with a concentration in Non-Profit
Administration from The University of Akron receiving the Ohio Board of Regents
Graduate Fellowship for graduate study. She received her Bachelor of Arts in Political
Science from Walsh University and graduated from the honors program. Ms. Hayes is
currently the Director of Community Reinvestment at Summa Health System where her
roles include oversight and direction of the health system Employee Volunteer Program,
the Summa Akron City, Summa Rehab, and Summa St. Thomas Hospital Volunteer
Program, and community giving initiatives (in-kind, sponsorships, and grants). Some
past management roles include Manager of Volunteer Services at Akron General
Hospice of Visiting Nurse Service and Manager of Volunteer Services at Mercy Medical
Center. Her current service consists of Board Member for AHVRP, Co-Chairperson for
the Associate Council for Susan G. Komen Northeast Ohio, and Peer Evaluator for the
AmeriCorps Grant Cycle through the Ohio Commission on Service and Volunteerism.
Some past service roles include President for Directors of Volunteers in Agencies
Greater Akron and Board Member for the Ohio Volunteer Management Association.
Concurrent Speaker Bios
Angela Berns
Measurement 101: Quantifying the Impact of Volunteers
Concurrent Session 4 Thursday 9:00 - 10:30 am
Angela Berns is the Program Manager of Volunteer Services at St. Luke’s Hospital in
Cedar Rapids, IA. In 2011, this 532 licensed bed facility and level II trauma Center, had
a volunteer force of 987 individuals ranging in age from 14 – 98 turning in over 109,000
hours. Angela was an active volunteer with St. Luke’s for 10 years prior to being hired
by the hospital as the RSVP Coordinator for Linn and Jones Counties in 2006. A year
later she was promoted to Manager of Volunteer Services. She is president of WRAP
(Wheelchair Ramp Accessibility Program) a volunteer program that provides affordable,
home access, in a timely manner to those in need by installing permanent and
temporary wheelchair ramps. She is a member of the local networking group LIV
(Leaders in Volunteerism) and currently serves on the IHA (Iowa Hospital Association)
Auxilian/Volunteer board. Angela participates in several hospital committees including
Press Ganey Outpatient Steering Committee, Press Ganey HR Committee, Patient
Family Experience Team and serves on the Auxiliary Board. She has a bachelor’s
degree in Communication from The University of Northern Iowa.
Eugene Collovecchio, John Klos & Clyde Taylor
Men at Work: How to “Rebuild / Restructure” a Gift Shop that Generates
Significant Incremental Business
Concurrent Session: 4 Thursday 9:00 - 10:30 am & 5 Thursday. 10:45 am12:15 pm
Gene Collovecchio is Manager of Retail Operations at the University Hospitals Case Medical
Center. In his current role he has oversight of the hospital's two gift shops and is an advisor to
the health system's gift shops. During his tenure at UH, Gene has restructured the struggling
main store - the Atrium Shop and has opened gift shops at Ahuja/Medical Center and the
Seidman Cancer Center. Gene began his retail management career in 1986 when he was
hired to manage the gift and coffee shops at Cuyahoga Falls General Hospital. Gene's
extensive career in gift shop management within non-profit organizations has allowed him to
use his skills in the management of personnel both paid and volunteer, the development of
policies and procedures, buying, merchandising and display, corporate sales programs,
website development, point of sales systems, budget and financial systems. Gene received
his Akron University and Choffin Business School where he received his degree in retail
marketing. Gene is the past chairman of the Ohio Hospital Association Gift Shop Task Force,
is a former member of the Museum Store Association, and was a speaker for the Pittsburgh
Hospital Association of Auxiliaries.
John Klos is currently the Gift Shop Manager at the Saint Francis Health System in Tulsa,
Oklahoma. John manages three gift shops in the Health System. John has an Accounting
degree from Rider University in Lawrenceville, New Jersey, and received his M.B.A. degree
from the University of Tulsa in Oklahoma. He was a volunteer for ten years in the Health
System, holding positions as auxiliary treasurer, gift shop buyer, and was Family Surgery
Waiting Room in the before accepting the gift shop manager position.
Clyde Taylor is president of Taylor Communications, a management consulting firm in
Fairport, NY. Clyde works with corporations, trade associations and volunteer service
organizations throughout North America in the areas of business development, strategic
marketing, staff development and process management. Clyde has been a presenter for
conferences in the United States, Canada and Europe. Clyde is a featured speaker and
workshop leader for various volunteer organizations, including state association conferences
for healthcare volunteer professionals. Taylor attended Kent State University and Bowling
Green State University in Ohio where he earned degrees in communications and business
administration. Clyde is an advisor to several non-profit economic and social development
organizations.
Concurrent Speaker Bios
Barbra A Swann, CAVS
Key Elements & Best Practices for Hospice Volunteer Programs
Concurrent Session 5 Thursday 10:45 am - 12:15 pm
Barbra A. Swann has served 35 years in health care management with 25 years being
spent in volunteer services. She has directed Patient Registration, Patient Relations,
School Partnership Programs, Pastoral Care, Gift and Consignment Shops, Community
Development and Volunteer Services inclusive of hospice programming. She has
worked at JL Kernan Hospital, Liberty Medical Center, Bon Secours Baltimore
Healthcare System and Howard County General hospital. Currently, Barbra is a
Voluntary Service Specialist at the Department of Veterans Affairs Loch Raven VA
Community Living and Rehabilitation Center. She is a team member for the 12-bed
hospice and palliative care unit located at the Loch Raven VA. Barbra received her BS
Degree in Health Education from Towson University and is currently a candidate in the
Master’s Program at Towson University for Gerontology. Barbra is a certified
Administrator of Volunteer Services (CAVS) awarded by AHVRP. She is a certified
trainer of Hospice and Palliative Care for Veterans through ELNEC (End of Life Nursing
Education Consortium). She is very proud to say that she developed and executed the
Compassionate Companions Program at Howard County General and has developed
hospice volunteer training/program for the Department of Veterans Affairs at the Loch
Raven VA. Barbra has presented volunteer training sessions at the local, state, regional
and national levels. Barbra is a volunteer at Northwest Hospital Center volunteering for
the Seasons Hospice unit. She has received numerous awards for her
accomplishments.
Kaitee Doll and Angela Hayes, MPA, CAVS
Group Interviews: Why Have Them and How to Implement Them
Incorporating a Group Interview Format into Your Volunteer Program
Concurrent Session 5 Thursday 10:45 am - 12:15 pm
Kaitee Doll is the Volunteer Services Coordinator, Marketing Coordinator and
photographer at Casa Grande Regional Medical Center (CGRMC). Kaitee is also a
professional photographer and owns her own business, Art 2 Soul Photography. Her
studio is in Arizona, but she travels internationally to photograph some of her clients. She
is also a member of Wedding and Portrait Photographers International (WPPI) and
Professional Photographers of America (PPA). Kaitee strives to enhance the current
volunteer program at CGRMC and integrate photography in a way that is meaningful and
memorable for volunteers, staff and the community members. Kaitee has a dual
Bachelor’s Degree in Humanities and Expressive Arts and attended Brooks Institute of
Photography for her Master of Fine Arts in Photography degree. Kaitee is working toward
obtaining her Certified Administrator of Volunteer Services. She is married to her college
sweetheart and enjoys living in Arizona with their daughter. Kaitee volunteers with her
daughter’s AAU Basketball team, at the local middle school and provides donations for
many local charities and events throughout the year.
Angela’s bio is listed under concurrent sessions 1 & 4.
Concurrent Speaker Bios
Barb Farmer, CAVS and Valerie Christopher
Established Foundational Blueprint for an Innovated and Unique Volunteen
Program
Concurrent Session 5 Thursday 10:45 am - 12:15 pm
Barb Farmer began her career as the Manager of Volunteer Services in 2006 and since then
has revamped the program from the ground up. Established positive staff/volunteers
relations, increasing average length of Dignity Health volunteer service average from 3
months to 2.3 years. Program is rated #1 in patient satisfaction within all 49 hospitals for the
past 7 years. Barb is a former Woman Marine and is a proud grandmother of her "9 is fine"
grandchildren.
Valerie Christopher is the Senior Coordinator for Dignity Health, Mercy Gilbert Medical Center
in Arizona. She was born and raised in Pittsburgh; a farm girl, a huge Steelers fan, and a
graduate of West Virginia Junior College. Valerie worked at the Medical Center of Delaware,
in OB/GYN, Internal Medicine, Cardiology, and Pediatrics. She was a Project
Coordinator/Manager with a Top Fortune 500 company before finding her “home” at
Mercy. Valerie is a proud mother; her son Zach will be attending Medical School to become
a Pediatric Surgeon and her daughter, Haley, is a junior at Walter Cronkite School of
Journalism at Arizona State University. Valerie believes that all of her life and work
experience has led her to this place and time with Volunteer Services. It’s truly a beautiful
thing when a career and a passion come together and for that she is grateful.
Patricia Q. Garcia, CAVS, Wendy Biro-Pollard and Roz Shinn
Building and Sustaining Relationships in Today’s Healthcare World:
Relationship Metrics – The Patient & The DVS (Current and Former) & The
Auxiliary President
Concurrent Session 5 Thursday 10:45 am - 12:15 pm
With a total of 24 years in volunteer management, Patrica Garcia’s diverse professional
career in includes positions in the fields of broadcast journalism, non-profit management,
education, and health care. Since joining the the Medical Center Health System's volunteer
department in 1997, Patricia has steadily transitioned the program from a traditional to a
cross-section of community-represented volunteer program.
Wendy Biro-Pollard is a seasoned speaker and facilitator in demand at conferences
throughout the United States. She is a Certified Volunteer Administrator (CVA) and nonprofit
management consultant with over 30 years’ experience in volunteer management and board
development. Wendy was one of 26 people selected to be on the first BoardSource Certified
Governance Training team. For the past 12 years, Wendy served on the national training
team for VISTA Americorp, and in 2007, she provided contract training services for Temple
University’s Center for Intergenerational Learning, boomer volunteer initiative. She served as
a board member for the Association of Healthcare Volunteer Resource Professionals, an
affiliate of the American Hospital Association, and as President of the Texas Association,
Directors of Volunteer Services. Wendy holds a B.S. degree in Education from the University
of Texas, Austin, and in 2008, she received a certificate in nonprofit leadership and
management.
Roz Shinn - Former owner of retail boutique shop, college student registrar,preschool
teacher. Volunteer experience and commitment of 30 years; including meals on wheels,
Foodbank warehouse, Cancer Center, Church receptionist and Scout leader.