For Emergency Department volunteers, protocol is key. From how to approach a patient bed, to how to insulate a patient with warmed blankets, every step follows careful procedure— procedure which is taught by Lead Emergency Department Volunteer, Lucy Plaisance.
“There’s no wiggle room,” Lucy said firmly. The protocol and standardization helps provide a positive experience for every patient.
Lucy spent most of her life in Minneapolis, Minnesota where she started to volunteer at the Mayo Clinic Emergency Department in Rochester 20 years ago. There, she learned Mayo’s hospital protocols while learning the ropes of the fast-moving ED environment. Having worked in International Sales and Marketing for 40 years, Lucy traveled for much of her career, meeting people around the world and developing keen interpersonal skills.
She began volunteering at Mount Nittany Health in 2019 after moving to the area to be closer to one of her sons. She trains every new Emergency Department volunteer and can often be found making the rounds. She doesn’t mind the fast pace; on the contrary, she has only volunteered in the ED, and encourages volunteers to “have your head on a swivel” while watching for gurneys and machinery. At Mount Nittany Health alone, she has over 1,500 hours of volunteering.
As she trains Emergency Department volunteers, Lucy emphasizes rigidity and protocol, but also compassion and empathy. Reflecting on the ED, she noted, “It’s a microcosm of life’s experiences through the most vulnerable situations of pain, fear, and anxiety. As advocates for the patients, families, and staff, our purpose is to show empathy, compassion and kindness.” This balance helps ensure volunteers keep task while understanding the importance of human connection.
Like Lucy, volunteers find the work engaging. Most are college students interested in the medical field. While the shift is demanding, with ED volunteers often walking miles between stocking, sanitizing rooms, checking on patients, and assisting with other tasks, the work itself is rewarding. Volunteers will report back to Lucy at the end of their shift, including the number of “happy rooms” — patient rooms where everyone is smiling when a volunteer leaves.
Lucy sees many of the volunteers grow more assured as time goes on, finding fulfillment in helping others. She enjoys helping each student find their way and learn how to provide a positive care experience. “I’m so honored because I would not meet these young men and women otherwise,” she shared. “Mentoring and teaching someone, watching them grow and be confident in an area they haven’t been in before, it’s very rewarding. I can’t imagine not doing it.”
Please join us in thanking Lucy, and all of our Volunteer Leads, for their work in creating the Mount Nittany Health Experience while dedicating themselves to service and stewardship. As we celebrate National Volunteer Appreciation Week, we’re reminded of the countless ways our volunteers contribute to our community, from offering a warm blanket, to uplifting those around them.
If you or someone you know is interested in becoming a volunteer, visit mountnittany.org/volunteer. Questions can be directed to Monique Behrer, Volunteer Resources Supervisor, at mtb0523@mountnittany.org.