The board was upset as well and wanted answers. Customer service and care started to suffer, that being said the “We Care” initiative came to

example of a governance team following a major change process, discuss a situation in which you were involved. Include the problem,

the team members involved, identification of stakeholders, processes followed, etc. How effective was the team approach? What major challenges

did the team face and how were they resolved? What could your team have done to be more effective?

Peer
I worked as a regional marketing director for a not-for-profit healthcare management company. The company managed several skilled nursing and

continuum care retirement communities (CCRC). One of the CCRC’s, which was a not-for-profit and reported to a governing board, had many

customer service challenges. As a management company, we managed the whole gamut. That being said the customer service issues were our fault.
My boss, the CEO of the management company, met with the Executive Director of the CCRC and the board. We needed and initiative. The real

challenge was to create buy-in among the clinical staff. Census in the facility had been a challenge, due to many external factors, which were

out of our control and led to many clinical lay-offs. This did not sit well with the staff and they were very angry, which led to upheaval.

The board was upset as well and wanted answers. Customer service and care started to suffer, that being said the “We Care” initiative came to

light, but before we incorporated this we had to get the board’s approval. I outlined my ideas and they approved it. I included the facility

directors in the process, director of nursing, social service, admissions and marketing and HR.
It was my job to roll this out to 600 plus employees on all shifts. It wasn’t easy in the beginning. The training was mandatory, and all of the

staff had to be present. I created a power points, led team building exercises, I ordered and gave out T-shirts, buttons, hung banners, held

appreciation lunches and honored those who should have been honored long ago. This was truly exhausting, but these employees deserved this and

so did the residents.
Most of the staff would not participate in the trainings, they would sleep in their chair, to prove their points, but I believe in working with

employees and giving them the benefit of the doubt, so I worked harder, thus changing the course. Instead of educating them on the complete

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