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National Council of Social Service
4ST success stories

Empowering volunteers to foster a caring and inclusive society with HCA Hospice Limited

6 August 2024

The story of HCA Hospice Limited, led by Frances Ng, improved volunteer engagement with targeted recruitment and new measures

Frances Ng Yann Yng, a dedicated volunteer management (VM) professional at HCA Hospice Limited, has been instrumental in advancing the social service sector's success through her commitment to effective VM practices. With 10 years of experience in the field, Frances has successfully implemented a volunteer management framework at her former agency, Caritas Singapore, and has continued her impactful work at HCA Hospice.

Frances's passion and expertise in VM led to her nomination as an NCSS VM Champion in July 2022. Since then, she has been actively involved in various VM initiatives across the sector, such as sharing sessions, learning journeys, and design thinking courses for VM professionals.

Innovative practices and achievements

Frances and her team also embarked on the NCSS Volunteer Management Capability Development Consultancy Project. Through the project, new measures to increase the engagement and development of volunteers were implemented, including targeted volunteer recruitment and selection processes to enhance the overall volunteer experience. This resulted in a significant increase in the number of regular volunteers and an average overall volunteer satisfaction of almost 94% in the Annual Volunteer Satisfaction Survey for FY2023.

A vision for the future

HCA Hospice team taking a group photo.

To ensure a sustainable and regular pool of volunteers at HCA Hospice, Frances aspires to groom and nurture individuals, and enabling them to contribute meaningfully to the empowerment and inclusion of individuals and communities. Said Frances: “I hope to see more social service agencies having dedicated VM professionals, embracing the value volunteers bring with them, and choosing VM as a purposeful career to mobilise the community and transform lives.”

Through Frances’ efforts and collaborations, HCA Hospice has reaffirmed its position as an effective and impactful social purpose entity across the sector, particularly through the development of quality, innovative, and sustainable solutions in VM showcasing its pivotal role in advancing the social service sector.


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