Purpose of Position:

• Meet and greet patients / families on arrival and offer verbal assistance and directions to clinics, wards, toilets and other facilities as required
• To provide verbal assistance to patients and visitors to Auckland District Health Board to ensure the smooth flow through the various areas of the Hospital

Key Accountabilities:

• Providing a friendly and approachable service which allows patients, visitors and their families to proceed to their destination without delay
• Providing verbal assistance and issuing directions
• Customer Service duties at Information Desks or Kiosks
• Sign on when reporting for duty and sign off when going off duty
• Notify Volunteer Manager or Team Leader if unable to attend shift
• Notify Volunteer Manager or Team Leader in advance when taking holidays
• Wear regulation uniform and ID
• Other duties as required

Relationships:

Hours of Work:

• Rosters (5 days per week)9.00am to 12.30pm, 12.30pm to 4.00pm, 4.00pm to 7.30pm
• Volunteers are required to arrive 5 minutes prior to shift commencement, and must be able to work a minimum of one shift per week

Expenses:

Given the voluntary nature of this role, there is no remuneration for services. However ADHB will provide the following services and allowances as reasonable reimbursement of costs incurred in providing voluntary services:

• Free car parking
• Uniform and dry cleaning
• Travel Allowance
• Training

Previous Experience

• Customer service experience preferred
• Ability to meet security clearance requirements

Personal Qualities

• Strong communication skills
• Outgoing and Friendly
• Confident dealing with different people and cultures
• Able to cope with language barriers
• Have a front line customer service ability
• Reliable
• Team Player

Critical Competencies 

Communication and interpersonal skills

• Ability to communicate instructions/directions in a clear, concise and friendly manner
• Ability to remain calm under pressure
• Ability to persevere with customers where English is a second language
• Ability to absorb and share information easily
• Confident dealing with diversity (people and cultures)
• Friendly and approachable manner
• Ability to escort public to all areas of the hospital, including navigating stairs, lifts and ramps as required
• High visual accuracy, demonstrable ability to read and interpret signs and maps

Team Work/Autonomy

• Ability to work as part of a team
• Ability to work independently 

Time management 

• Reliable 
• Dependable
• Able to access reliable transport