Warning: This post contains bitching pertaining to my work place. These are my opinions and anyone with half a brain would agree to them. I have not done one of these shadows and grey blogs in a while. It is overdue.
While Tuesday morning usually is not as bad as Monday morning, the email waiting for me as I powered up my computer set the days path on a very Monday-ish temperament.
To all Phone Counselors:
As a friendly reminder, please remember that unless you see the check mark in the “ON PAYROLL” box; do not tell the person they are on payroll.
This is not a new policy; in fact we deal with this everyday on the phones. This is very basic. Think of it this way:
To all Phone Counselors:
As a friendly reminder, please remember to put your socks on before you put your shoes on.
I did not know what to think about this. Really did not have the time because of the morning meeting time. I had no clue as I went to the meeting that I would get another illustration of the workings of my office.
This was an important meeting. A policy was being changed and we would soon be getting questions concerning it. As we arrived we were handed a packet covering all the needed info. Then we went over the packet. Time restraints kept us from going over every single line of the forms. Since the forms were written with the average person in mind and not the experts we were, that was ok.
There was a couple questions asked to clarify or to bring people who were late up to date. Then came the question (from someone who had been there the entire meeting).
"But what about if they ask about this, this and that?"
"That information is in the packet sitting in your lap."
"I know, but it was just easier to ask you."
Really, why pay attention, when you can just ignore them and sit and giggle with your friend. If you suddenly need to know something, don’t look it up, have someone tell you. I understand it is hard work to actual look at the papers in your hands!
This is what gets on my nerves. I work. I have an ethic that even though I am hating my job, I still do my best. I do not have to be reminded of how to do something I do everyday. I am not perfect, nor do I pretend to be, but come on.
The email was sent out because several people were making this mistake. They were making a mistake on something that they do at least once a week, every week for the last 3, 6, 8, 15 years!
This is pretty basic. By checking and telling the member the correct info, not only are you not giving incorrect info, you are protecting yourself by not telling them they are getting money when they aren’t.
If you can not remember this, and we deal with it every week, you should not be on the phones or any job where you have to give someone information. Either that or you just don't care, which again means they should not be on the phones.
I know I am sounding rough, and have been told I have become jaded. It gets hard when I try to do a good job and so many other people take the course of:
“Gee, It is too hard to do this, just tell me what to do.”
Why do I even put effort in? There are no rewards except knowing I do a good job. And I have to field questions from people who are given wrong information from someone else in my office!
See? Too Monday-ish for me, I need to go back home!
