J.P. Hermano works as a Volunteer Services Coordinator at Bethany Calgary and recently demonstrated care and teamwork for a family onboarding initiative. Over the past year, Bethany Calgary started getting many tour requests and J.P. became more involved to gain a more holistic view of the site and more effectively do his job. Many family members end up becoming volunteers at the site, so getting to know them during tours gives J.P. an opportunity to build relationships with them from the start of the onboarding process, as well as get a resident and family perspective.
J.P. worked together with other site leaders to develop a streamlined tour process and framework for the tour team. Before the new process, tours were given based on what each person knew about the site, rather than a standardized script. The process took some time to see what worked and what didn’t work, but now the tours are more adaptive and effective.
J.P. says getting involved in service excellence requires thinking outside the box, team work and building a story at the site. He adds that the best part of service excellence is that it gives employees from various departments the opportunity to work towards the common vision, carrying out standards and taking pride in providing exemplary service for residents.
The Family Onboarding Group is working towards one common goal of making a lasting impression for residents and families. The team of people who provide tours at Bethany Calgary has expanded as well, from care services managers to pastoral care to volunteer services. Thank you J.P. and the Family Onboarding Group for embracing teamwork to refine the tour process at Bethany Calgary, as well as exemplifying team work and service excellence across Bethany.
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