14/02/2024
Happy Valentine's Day, everyone! Today, let's talk about "ghosting" in the human services sector. Ghosting is when communication with someone abruptly ends without explanation, leaving people feeling confused and unsatisfied. In the human services sector, ghosting is most commonly observed when a participant or customer needs support and guidance outside of scheduled service.
Front-line teams can feel overloaded with regulatory admin and compliance, causing casual requests to take a back seat. This creates a vicious cycle, leaving both parties feeling stressed. To overcome the ghosting phenomenon, it's important to have an active service charter with checks and balances, review service quality, and incorporate time for participant follow-up and service design recommendations.
So, let's accept the challenge of meeting our customers' rolling and unpredictable needs, design workflows accordingly, and hire people committed to excellence in service. Tolchard can assist with the design of human-centred work design that considers the reality of supporting people with diverse and unpredictable support needs. Get in touch, and don't whatever you do be a bad date for your customers!
