We are proud to share the next in our series of TRE’s cultural “roots”, guideposts that have been identified by TRE as critical to our work. Read more about this organizational effort at www.tre.org/blog-tre-roots/.
TRE Root #9 – BE FANATIC ABOUT RESPONSE TIME
People expect us to respond to their questions and concerns quickly, whether it’s in person, on the phone, or by e-mail. This includes simply acknowledging that we got the question and we’re “on it,” as well as keeping those involved updated on the status of outstanding issues. Rapid response is one of the easiest and best ways to stand out and build rapport and relationships.
Being fanatic about response time is important because the work we do at TRE is grounded in customer service. Our role is to support people to access the services and supports they need for long term care. We are challenged because the systems within which we work are clunky, complex, and very time-consuming. Being fanatic about response time demonstrates our respect for the varied and often ongoing challenges the people we support face. It recognizes that their needs are important, and our role is to help them in whatever way we can. It helps people to know how the process is progressing, or what we will do to address any challenges they may have. Each person’s definition of “quick” may be very different, so being a fanatic about response time is understanding their definition and working to respond within that timeframe.
There are definitely times when we cannot meet a person’s expectation for a quick response, but we can at least connect with them, inform them of the limitations or challenges, and assure them we will continue to work on their behalf. We can speak straight as we discussed in a previous Root with a sense of personal caring that creates an understanding of what can be expected from us and when and acknowledges their sense of urgency or need.
Being fanatic about response time can also save us time in many instances. When we delay responding to someone, they often attempt to contact us several times or they reach out to multiple people to try and get an answer. This ends up costing even more time in the long run for everyone. Being a fanatic about response time does not mean that staff are expected to work when they are off – after hours or holidays. After hour messages can be very helpful in letting people know that you are off, who to contact in an emergency, and when they can expect for you to get back to them. Effective teaming to support one another is another way to be fanatic about response time and protect one another’s personal time.
As you go about your work, consider the following:
- Take time in your team to discuss how your team would define being fanatic about response time. How do you or can you support one another in this effort?
- Reflect on how you can balance being fanatic about response time with setting boundaries for your workday/work week. How can we help one another?
- Share your thoughts on being fanatic about response time – what does this look like in your role?
Excellent article. I have a built in sense of urgency but as I read thru one institution to another to another, I have learned that urgency is highly interrupted when one institution thinks the other institution should or ought to be doing something to move the process forward. Our dilemma is our son is ready for discharge from CMHIP. His changes were dropped last Christmas.
He had remained in a discharge unit since. We need to establish long term care thru TRE. Most acceptable assisted living facilities will not take our son until this is completed. We like the one at 816 W. Kiowa in Colorado Springs. CMHIP says they can’t move forward on anything until he is accepted in to one of these facilities. There is the catch 22: If nothing can begin until our son is out and if LTC can’t be assessed and provided without a 60-90 day wait, how can we ever get him to a safe place? We need your help.
Hello Mary, thank you for your comment. We have your email and will have our team look into this.
I found the article very impressive and thought-provoking.