Every day, thousands of cancer patients need a ride to treatment. Some may not be able to drive themselves, and family and friends cannot always help. The American Cancer Society provides free transportation to and from treatment facilities to help people with cancer get the critical care they need. The Society trains volunteer drivers and works in each community to match patients in need of transportation to drivers.
Despite having more than 10,000 volunteer drivers involved nationwide in the Society’s “Road To Recovery” program, the program was in dire need of new volunteers. The need was greater than the number of volunteer drivers, particularly in some major markets. We identified a total of 77 key markets that were not able to meet the patient need with the number of volunteer drivers they had.
In addition, a review of our volunteer intake in 2015 showed that staff support was insufficient to move a potential volunteer through training and onboarding to driving. Many potential volunteers, including our CEO’s own sister, reported never receiving a call back when they expressed interest in volunteering. We created a centralized Volunteer Care Center to handle volunteer interest inquiries (website, emails, call center, in person) to make sure all potential volunteers expressing interest in the Society were answered, screened for a job match, and trained for their new role. The team of 30 staff was in place by March 2016 and was ready to fill volunteer roles for the first nationwide Road To Recovery driver recruitment campaign when it started in June 2016.
We identified the following goal and objectives to address the problem:
- Fulfill the American Cancer Society’s mission to save lives by assisting in getting cancer patients to and from their life-saving treatment in 77 priority markets.
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