ROLE

HNA volunteer advocates work directly with clients to help resolve crises through individualized advocacy, problem solving, negotiation, investigation, resource coordination, and persistent follow-through. Advocates work within HNA’s established procedures and receive guidance and support from advocacy leadership.

RESPONSIBILITIES

HNA volunteer advocates are expected to:

• Complete required training and participate in ongoing training and information-sharing sessions.
• Communicate with clients in a professional, respectful, and compassionate manner.
• Listen carefully to understand each client’s circumstances, needs, and desired outcome.
• Identify appropriate strategies for addressing client matters and pursue them resourcefully and persistently.
• Advocate and communicate professionally with agencies, service providers, businesses, healthcare organizations, government entities, and others involved in resolving client matters.
• Research and coordinate appropriate resources when they are needed as part of resolving a client’s crisis.
• Follow through on client matters in a timely manner and maintain regular communication with clients as appropriate.
• Be dependable and available to assist clients during agreed-upon times.
• Follow HNA policies, procedures, and professional standards.
• Maintain accurate and timely case information and notes in HNA’s case management system.
• Protect client confidentiality and handle sensitive information appropriately.
• Participate in HNA meetings, training updates, and opportunities to exchange information and ideas with other advocates.

COMMITMENT

HNA asks volunteer advocates to commit to serving for at least six months following completion of training and to provide a minimum of eight hours per week for advocacy work at mutually agreed-upon times.