My interview presentation- version 2- FINAL
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As a part of my interview process, I had to create a 20 minute presentation on how I would address 8 areas [that they provided me] in my first 90 days. This was my final version
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My interview presentation- version 2- FINAL
- 1. Malcolm A. Lanham, Jr.
- 2. Team Development = Relationships
- 3. Keep those we are helping at the center of what we do Staff engagement & motivation
- 4. Free training through… Staff training & development
- 7. Program strategies for improving service and increasing productivity
- 8. HEAP Nov, 2014- April, 2015 Call Center Process Implementation HEAP Nov, 2015- April, 2016 Busiest time of year April, 2015 Gather/ assess info for SWOT May, 2015 Create plans to address SWOT June- July, 2015 Create new process/ systems August, 2015 Train on & implement new process/ systems September, 2015 Evaluate & adjust new process/ systems October 1, 2015 End any hiring- Start any new hire training to be ready by November 1 HEAP season Busiest time of year
- 9. Innovative ideas for the Call Center
- 10. “Encouraging empowerment through a tiny ripple of hope, while striving for excellence” By providing 150- 200 ripples of hope with excellence every day… This will create a tidal wave of hope for people and families all over Columbus & Franklin County.
Hinweis der Redaktion
- First 90 Days… Also is the busiest time of the year for call volume and for helping people While we are talking about changes during this time, I also am coming from this in knowing it will be very hard to develop teams, train staff, to foster & implement innovative ideas But it can be done
- Team Development Relationships… we have to get to know each other Me with the team I have to spend time in the trenches The team has to see me sacrifice for the good of the team Enjoy victories or wins with the team I have to honor the team… the team will be going through it’s busiest time of the year with HEAP and they have been here longer than me to know what is going on. Get to know their strengths & weaknesses so we can maximize their abilities for success We as a team Get to know each other Show what we stand for How we will work as a team Set/ clarify goals… Expect excellence Keep my door open Score early “wins” together as a team Regular communication and open communication lines Meetings that are constructive & useful I value open, 2-way and constant feedback Integrity in all communication Never want a team member to not know where I stand on something Make sure we are all going in the same direction If we are not all working for the same goal of “Encouraging empowerment through a tiny ripple of hope, while striving for excellence” then we are not a team. Everyday we get the opportunity to make 150- 200 ripples of hope… that many ripples creates tidal waves of hope for Columbus and Franklin County as a whole. That can happen every day for this team. As a team, we can do this… but with 6 different agendas, we cannot.
- Staff engagement & motivation- during your busiest time of the year it is hard to remember why we do what we do. The tyranny of the urgent can take over lives, our minds, our priorities. Keep those we are helping… the people... at the center of what we do Make it your own Taking some of the principles that well known companies, like Starbucks uses for their staff engagement & motivation to make the customer experience #1 Bridges Out of Poverty OR Poverty Simulations Free training from the Ohio Assoc. of Community Action Agencies Nationally known concept that challenges people’s perceptions of poverty in order to help individuals, institutions and communities alleviate poverty.
- Staff training & development Free training through Ohio Association of Community Action Agencies Bridges Out of Poverty Free training from the Ohio Assoc. of Community Action Agencies Nationally known concept that challenges people’s perceptions of poverty in order to help individuals, institiutions and communities alleviate poverty. Poverty Simulation Introduces people to the everyday struggles of poverty I have done these at previous locations and this makes an impact on the staff to let them walk in their shoes for a “month” Customer Service Provides training on how to interact with and treat customers Network with other like minded non-profits to see what type of training they can provide for our staff
- Customer satisfaction Customer experience #1 The key to customer satisfaction, is to make sure that they have the best possible experience. Starbucks prides themselves on the customer experience, they want to turn ordinary interactions into extraordinary. We have 150- 200 opportunities a day to bring hope to people & families in community. Biggest frustration of people that call into any type of call center is being left on hold. 43% of people say that long hold times are the biggest frustrations. One call resolution This has to be the goal to be successful and to give extraordinary experiences to everybody that we interact with Satisfied Customers No Repeat Calls then equals to a Cost savings
- Customer Education Within that one call resolution… Make sure customers are fully aware of next steps from our agency, that are required of them, Educate on what services they may or may not be eligible for Find ways to help people get out of poverty whether it is because of immediate situations, but also if it is because of a systemic or generational cycle of poverty
- Program strategies for improving service and increasing productivity Assess current service standards Test your current performance Identify variations that impact on the performance Compare current performance to established goals/ targets Revise performance standards if they are not meeting goals/ targets Reassess every 6 to 12 months
- Call center process implementation Seasons within the year Busiest time of the year Then we need to strive to have all hiring completed 30 days prior to busy season so we can train all new staff to exceed the minimum standards by day 1 of the identified busy season Spend time prior to this reviewing processes/ implement/ test and train on new processes
- Innovative ideas for the Call Center Ideas Many of those calling us may be or are on the Safelink phones or minute phones… How can we use the Internet from either a library, their homes, ESL schools, work, etc. to receive assistance so we do not take up their precious minutes? Online chat for emergency assistance Using Skype, Google Hangout, or other Customer related product to use the internet to assist Texting through secure texting apps like Cyber Dust to get information on their cases Innovation is about ideas… leadership is not the only ones that can innovate Create a culture of where ideas and innovation are rewarded Hire people who make you squirm. Find happy employees and encourage them to fight. And reward failure. Sound like weird management ideas? In some circles, they are. But when it comes to nonprofit innovation, these ideas can be essential. To innovate, nonprofits must do things that clash with accepted management practices, with common but misguided beliefs about the right way to manage any kind of work. - Stanford Social Innovation Review [Date unknown] This mindset must begin at the top of the organization and permeate every level. And most importantly, it includes the intangibles of culture: the beliefs, expectations, and sense of purpose of those in the organization.- Fast Company July, 2014 Each month spend time discussing new ideas and foster those ideas Create ways for new ideas to be communicated and worked on
- By providing 150- 200 ripples of hope with excellence every day… This team can create a tidal wave of hope for people and families all over Columbus & Franklin County.