Brandon Klotz - IS 200 (Service Learning) – Reflective Journal 1 – Feb.

16, 2019

Part 1 – Objective Description

Date – My first community service activity took place on Thursday, Feb. 14, 2019.

Time – 6pm

Duration – 1hr 15min

Location – Emergency Department at The Christ Hospital (C-level)

Service Activities – My first service activity as a volunteer at TCH was a combination of training

and service. I was shown around the department, informed of the general tasks and expectations

as a volunteer, assisted with stocking resources, talked with patients, and offered to help if they

needed anything.

People Involved – Richard, a current autism researcher at Children’s Hospital and future medical

student, was my volunteer preceptor. He had a sense of humor, was very helpful in his

instruction and recommendations. We interacted with a few nurses, although there were around

two-dozen nurses on the floor. One doctor was present. The waiting room was filled with people

and most of the rooms were patient occupied.

Part 2 – Typed Notes

At 6pm on Thursday, Feb. 14 , I met up with Richard at the Volunteer Service Desk who showed

me the ropes of clocking in-and out and the location of volunteer resources. We then walked

through the waiting room which was full of patients to the C block admitting area. The initial

activity was a quick tour to get familiarized with the layout of the department. I was shown the

rooms, C, A, and B block, stock rooms, the psychiatric holding room, the ambulance entrance,

triage rooms, the connecting hallways, and last but not least, the restrooms. I was instructed to

start my volunteer shift by restocking the two towel warmers. This was done and followed by a

stocking the masks and gowns located outside every room. The purpose of this is two-fold: 1.)
Brandon Klotz - IS 200 (Service Learning) – Reflective Journal 1 – Feb. 16, 2019

replenish the most used disposable materials to allow greater department efficiency, and 2.)

provide a bird’s-eye-view of what is going on in the department. During this time, Richard was

answering my questions and providing helpful instructions on departmental do’s and don’ts

based on his experience. We covered topics such as how to interact with patients, types of

patients, how to interact with the nurses, how to clean and replenish rooms after discharge, how

to interact with psychiatric patients, volunteer protocol, boundaries, and other such tips that

would make much sense in writing. One patient interaction we had in the midst of this training

was when we noticed someone was wheeled out of a room on a stretcher and two people were

waiting inside. We approached and asked them if they were comfortable or needed anything such

as a towel, drink, or snack. After taking their request, we immediately stopped what we were

doing to bring them some cold drinks. We exchanged a few words and continued on our way. I

was shown a few more minor tasks I could do to help the department. The last thing was how to

clock out, return the volunteer vest, and where to pick-up my free cafeteria meal voucher. Gotta

love the perks!

Part 3 – Subjective Response to the experience

a. What is the significance of your service at the agency/organization?

My service at TCH is significant for three reasons: 1.) I am able to learn the behind-the-scenes of

an area of nursing which will benefit me in clinicals as well as my future career as a nurse, and

2.) I am able to have a direct part in influencing the patient experience, and 3.) the mundane

stocking tasks I perform help save the healthcare providers time which may in turn help save a

patient’s life. This service assignment allows me to grow personally, assist the healthcare staff,

and impact hurting people for good. The TCH has a vision to be a national leader in patient

experience (among two other goals), a goal my current position provides me the opportunity to
Brandon Klotz - IS 200 (Service Learning) – Reflective Journal 1 – Feb. 16, 2019

contribute to. Lastly, as the only volunteer scheduled in the Emergency department on Saturday

mornings, my role has added significance and responsibility. However, despite the importance of

my position, I am encountering one of the cons of service learning: time. I am in a significant

position for a very insignificant period of time. Such is short-term service learning.

d. What assumptions did/do you have (about people, the organization, yourself, and

providing service) that were either challenged or affirmed through this experience?

I did not expect the people in the waiting room to be 90% African American. Given that half of

my shift is African American and the immediate community is African American, I don’t know

why I was surprised. I wasn’t expecting to see so many male nurses in the ER. I do equipment

sweeps on floors of the hospital and rarely see a male nurse, so I should have expected they were

hiding somewhere. I assumed there would be blood, guts, and gore in the ER, but there was

none. Just quiet, grimacing, hurting people. I assumed there would be more light than there was.

I guess since I came from an “inspection room” where we need a lot of light to ensure

instruments are clean and ready for surgery, it surprised me that the ER seemed so dark. I felt a

little trepidation when approaching a patient in their room and assumed it would be easier for

me. I have sang, talked, and played the piano in front of thousands of people, so I assumed I

would not be apprehensive.

h. Was there a time that you felt uncomfortable or unprepared? Why?

I felt that a lot of do’s and don’ts were thrown at me in the short hour I trained with Richard. In

other words, I experienced first-hand one of the negatives of service learning: inadequate

training. I felt the normal “newness” feeling when entering a new place (job, organization, etc).

When I left, I made a point to get Richard’s email in the event I have questions when I am

thrown to the wolves next week when I fly solo. I think I have a pretty good grasp of my role and
Brandon Klotz - IS 200 (Service Learning) – Reflective Journal 1 – Feb. 16, 2019

what is expected from me, but I also know from experience that there are invisible lines relating

to work, space, conversation, personal mannerisms, at every place of work. Since I am knew, I

don’t know where these are. I have two consolations: 1.) Richard’s email, and 2.) an inquisitive

disposition that I am not afraid to voice. I think I will be just fine.