We wanted to know what makes Big Bend Hospice volunteers so special. We asked Katie Mandell, our Director of Volunteer Programs, and she was happy to share her insights.
Q: What makes Big Bend Hospice volunteers stand out from others you’ve worked with?
Katie: Honestly, it’s their grace. This work can be challenging at times, plans change, schedules shift, expectations evolve, but they handle it all calmly and stay flexible to meet the ongoing needs of patients and our organization.
Q: In your experience, what qualities define an exceptional hospice volunteer?
Katie: Compassion, consistency, good boundaries, and a genuine heart for end-of-life care. Those are the volunteers who really make a difference.
Q: Can you share a moment where a volunteer made a meaningful impact for a patient or family?
Katie: There are thousands of stories, but one sticks out recently was a volunteer who worked with a patient to create a life legacy story. It brought them really close and became a weekly, cathartic activity for the patient. It was full of joy and really improved their quality of life.
Q: How do volunteers contribute to the overall mission of Big Bend Hospice?
Katie: Volunteers are key to completing our mission. They provide the non-clinical side of hospice care, helping to normalize it, make it less intimidating, and support patients, families, and staff alike.
Q: What surprises people most about hospice volunteering?
Katie: How much joy there is! People often ask, “Isn’t it sad?” But really, it’s the opposite. While grief can be part of it because you grow close to patients, the focus is on the joy, relief, and care we bring families. That joy reflects back to us, too.
Q: How do volunteers support not just patients, but caregivers and staff?
Katie: Volunteers give caregivers much-needed respite, just a few hours a week can make a huge difference. For staff, volunteers help with everything from administrative projects to greening our winter garden into a spring garden, making patient items like fidget blankets, or preparing flowers for community partners. Their support is everywhere.
Q: What motivates individuals to become hospice volunteers, and what keeps them engaged long-term?
Katie: People want to help their community and make an impact during a very tender stage of life. What keeps them engaged is strong training, meaningful relationships with supervisors, being part of different teams, and feeling valued. Their commitment to providing hope and care keeps them steadfast.
Q: How do you see volunteers impacting the culture of care within the organization?
Katie: Volunteers complete the care circle. We provide all kinds of care, physical, spiritual, social, therapeutic, but volunteers add deep interpersonal care. They often spend more time with patients than anyone else, creating a unique, meaningful connection.
Q: In what ways have volunteers grown personally through their service?
Katie: They develop active listening, patience, compassion, and understanding. They learn about end-of-life care, family dynamics, acceptance, and meeting people where they are. The experience gives insights that are hard to gain anywhere else.
Q: If you could sum up your volunteer team in one word or phrase, what would it be?
Katie: “They are the heart of hospice.” And the amazing thing? Everyone here, staff and volunteers alike, knows it, believes it, and lives it.