I am thrilled that you are interested in becoming a parent mentor. I am so appreciative of your willingness to give your time and heart to helping the families of St. Jude.
I would like to invite you to orientation that will be held at St. Jude. Please meet in the Chili’s Care Center Lobby at the indicated time on your assigned date and we will take you to the meeting room from there. You will receive an email in your St. Jude email account closer to the orientation date with more event details. Security will be expecting you and can give you parking instructions. We will provide a light breakfast and lunch along with snacks in the afternoon.
This orientation will be comprised of two sets of mentors; Parents Assisting, Inspiring and Reassuring (PAIR) and Quality of Life (QoL). PAIR mentors will be matched with newly diagnosed families at the beginning of treatment while QoL mentors will be matched with families who are on palliative care or after the death of their child. The training will be the same, though there may be specific policies and training materials that might pertain to one gtoup more than the other. Please keep this in mind.
By participating in a program such as this, you will be walking with other parents going through a similar journey as your own. This can bring up feelings, thoughts and emotions that you may not expect. In an effort to prepare you as well as give you time to process these thoughts and feelings, we have created a workbook for you to complete prior to orientation. Please know it is imperative for you to read and complete this workbook cover to cover before orientation. Please bring the workbook with you to orientation as you will be provided a binder to insert the pages. Throughout the day, you will hear presentations from several staff members and seasoned mentors who will facilitate group discussions. You will also be given the opportunity to share your St. Jude story with the other parents. Please do your best to keep your story between 3-5 minutes. There is a section in your workbook to help you with this. At the end of training, you will have an appointment with our photographers to have your picture taken for your ID badge and promotional materials.
St. Jude requires a background check on all volunteers and employees. You will receive an email from a company called EBI asking you to complete a form that will be used for your background check. Keep in mind this email may go to your junk or spam folder.
I am looking forward to meeting you and am thankful for your interest in working with St. Jude families during a time that only you know all too well. Please contact me by phone or email if you have any questions or concerns.
See you soon!
Brittany Barnett, MS, NCC, CAVS
Manager, Patient Family-Centered Care
If you have any questions while completing this workbook, please email Brittany.firstname.lastname@example.org. Don’t forget to bring your completed workbook with you to orientation!
Download and complete the Parent Mentor Training Workbook.
Position Title: Parent Mentor Issue Date: 2/2014; Review Date: 10/2015, 5/2016; 5/2017; 7/2018 Objective: Serves as a PFCC adviser providing support to parents as a PAIR mentor throughout treatment, H Clinic Mentor and/or a QoL mentor once curative treatment is no longer an option. Hours: Hours vary greatly depending on the number of mentees enrolled.
- Adult parent or caregiver of a St. Jude patient.
- Commitment of at least 1 year of service at the discretion of the PFCC staff
- For PAIR Mentors, the patient must be at least 1 year off active therapy. For QoL Mentors, must be at least 2 years from the anniversary of the child’s death. H Clinic mentors vary in terms of treatment. See program coordinator for specifics.
Training: Successful completion of PFCC orientation, parent mentor training, and any other on-boarding activities as requested. Completes annual PFCC and volunteer training. Skills:
- Has an independent work initiative
- Possesses exceptional verbal, written and interpersonal skills necessary for communication with parents, documentation of encounter forms and additional St. Jude activities
- Has the ability to relate to and work with people of diverse age and demographic backgrounds.
- Can collaborate with a multi-disciplinary team
- Possesses a sound understanding of the concepts of PFCC
- Is skilled in organization, problem-solving, negotiation, active listening, empathy, and compassion
- Respects and protects the confidentiality of patients, family members and employees at all times and in all circumstances
- Is flexible and adaptable in unique and challenging situations
- Timely and appropriate contact with the mentees enrolled in the program along with completing necessary documentation and reporting expectations
- Be available to read and respond to St. Jude emails at least once a week
- Potentially participate in additional St. Jude activities as a parent adviser
- Participation in formal or informal debriefing is strongly encouraged
- Participation in self-review
The mentee is approached by a St. Jude staff member regarding a mentor. If the family accepts, the following will occur:
- Brittany will match the mentee with the mentor that is most appropriate for that situation and the mentee’s needs.
- Brittany will send the mentee a note translated in Spanish welcoming them to the program, introducing them to their mentor and providing their phone number. A translated mentor brochure and Brittany’s contact information will be included.
- The mentor will be sent the match form as usual. The mentor is encouraged to contact Brittany with any questions regarding mentoring a Spanish speaking mentee.
Mentoring by phone
If the mentor chooses to call the mentee:
- Dial 1-800-481-3293
- Enter account number 501-018-098
- Enter pin number 9876 and follow the prompts. The automated voice will say: “To make a call to another phone number and add an additional person, say ‘Yes’ or press 1." After the interpreter greets you, give the name of the person you are calling and press “star 1.” There is a chance that the interpreter will ask for the patient’s MRN.
- The interpreter will ask you if you would like to leave a message if the mentee does not answer. You will say yes and will want to say something like, “My name is___ and I am your mentor. I would like to find a time that you and I can speak on the phone through an interpreter. Please call or text me with a time that works best for you. My number is _____.”
- Mentors, you can hear the interpreter and the mentee as if it was a 3-way call. Remember to speak in short, slow sentences for the interpreter. Keep in mind, the mentees have most likely been using this system quite a bit working with travel and housing.
If the mentor would like to text their mentee
- It is best to use the phone interpreter and talk with your mentee by phone as much as possible. However, we understand that texting is best for some mentees. If this is the case, you may use Google Translate. Please make sure to inform the mentees that you will be using Google Translate and that if something doesn’t sound right, that is why.
Here are some common phrases.
- “Hi, my name is ___. I am your mentor. I would like to set up a time to talk with you using an interpreter because I don’t speak Spanish. Will you text me a time that works best for you? I will be using Google Translate when texting you so please keep this in mind if I say something that does not make sense.”
- "Hola, me llamo ______. Soy su mentor. Quisiera fijar una hora para hablar con usted por medio de un intérprete porque no hablo español. Cuando le envie mensajes de texto, estaré usando Google Translate. Entonces tenga esto en cuenta si escribo algo que no tiene sentido."
- “I’ll call you (now).”
- "Te llamo."
- “I wanted to let you know I am thinking of you today.”
- “Quiero decirle que está en mis pensamientos.”
- “I am here for you if you would like to talk.”
- "Yo estoy aquí para cuando guste platicar.”
If your mentee chooses to contact you by a phone call without an interpreter.
- Once you recognize it is your Spanish-speaking family calling, you can respond with “Te voy a llamar” which means “I’ll call you back”. You will then follow the steps above and use an interpreter.
Mentoring face-to-face at St. Jude
If the mentor chooses to meet their mentee in person, the mentor can use the video interpreter on the laptop. The cart can be found at any clinic and inpatient unit. If you are unable to locate it, please check with a staff member such as a nurse or scheduler. There is also a multi-user iPad in Brittany’s office that is available for use as well. All mentors will be trained on how to use this system by Brittany before their first encounter.
- Touch the computer screen to begin (or use the mouse depending on the computer)
- Choose the language (Spanish)
- The patient’s MRN number will be requested. If you do not have this, it is ok.
- The interpreter appears on the screen and is ready to interpret. Note – it is helpful to the live interpreter to know the possible content of the session. Examples may include: if the mentor is meeting the family for the first time, the family has just received bad news, or if the mentor is aware that there has been conflict with staff.
- The mentor will look at the mentee while speaking, not at the device.
- There are options on the video such as pulling the curtain to not see the interpreter or for the interpreter to not see the mentor and mentee, requesting a male or female interpreter, or requesting a different interpreter due to dissatisfaction.
If the video interpreter is unavailable, the mentor can use the blue phone located in all clinics and inpatient floors.
Follow the instructions located on the blue phone. A live interpreter will not be used except in special circumstances.
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