Lessons learned at the GRF Call Center

IN MY OWN WORDS

Editor’s note: The GRF is working to get every LW resident vaccinated against COVID-19. To that end, six clinics have been held, with nearly half the population receiving a first dose. A weekend call center was organized to connect with residents who don’t have computer access so they could register for a vaccine clinic. Liz Tabares was one of a team of GRF staffers who worked the weekend of Jan. 30-31 to register those people. She listened and heard, and was moved to write the following.

In our modern age, the Internet gets most of the attention, but in Leisure World, the telephone is the only way to connect with some shareholders. In staffing a call center Jan. 30-31, I saw firsthand how a personal touch can calm fears and help people know that they are not forgotten. Call team members were also able to quell rumors, answer questions and even wish people a happy birthday but most important, we were able to hand out hope with every registration. That’s because everyone who registers—by phone or by email—will eventually get a COVID-19 vaccination.

Most of the calls were from people in their 80s, 90s and 100s. Many of them said they felt ignored or left behind because they are not online. But calling and speaking to a person lifted and calmed their spirits, a much-needed boost during the long wait for this pandemic to be over.

It felt good to convey how much we care over the phone.

One 90-something resident was so grateful to be vaccinated because it meant she could see her great grandbaby again.

Others had so many questions about the vaccine clinics: Can we hang out in the parking lot in case there are left over doses? (no, it’s not safe and extra doses are assigned to a random standby list); are there same day appointments after registration? (no, people are randomly selected from all registrants); why are you prioritizing people 65 and older? (county guidelines); is registering by phone giving me lower priority? (no, everyone is in the same database, equally eligible for random selection); I can’t remember if I already registered (we can check for that).

The questions are often accompanied by fear and anxiety as our older residents work to navigate this strange time in our lives.

Often shareholders called back for reassurance that they were, in fact, registered and to reaffirm the next steps of the process.

As I talked to shareholders and their adult children over the past few weeks, I realized we have some pretty awesome, caring, appreciative and very scared people in the community.

In our regular jobs, we are not usually able to reach out and “touch” another person in this way. And it’s been a great privilege for me to be able to connect with those on the other end of the line. I was reminded again and again how powerful a voice can be in conveying feelings of warmth, reassurance and closeness.

Shareholders know that receiving the vaccine is a big step toward restoring a sense of normalcy to their lives.

And through working at the call center, I got to be there for some very special people.

Efficiency is important for a business, but sometimes the lower tech and longer conversations are essential for all of us who have been isolated during these unprecedented times.

Most of all, we don’t want any LW member to feel forgotten. We are here for each and every one of you.