[Evergreen Bergvliet] Evergreen Bergvliet Team

[Evergreen Bergvliet]

        Dear Residents,

As part of our focus to assess resident's needs in a little more detail and how to maximise the support services we offer and improve response times, I have noticed that many requests phoned
through to reception are for specific team members to come and assist at resident units. Often with little or no details about what the assistance relates to and just for the team member
"to come and see them".

This causes unevenly spread workloads and appointment requests rippling into delayed response times that then causes frustration and constant follow up calls, meanwhile several of the team
members could have assisted immediately. Without disregarding the good relationships certain residents have developed with specific team members over the years, we cannot allow the productive
hours of maintenance team members for example to be consumed with assisting with correcting of TV settings or other technology related support that Duty Managers could and should have been
assisting with. These instances cause the expertise of "specialist" team members to be under utilised and other work only they can do to then fall behind.

I am therefore resharing the role overview document circulated in August and would like to ask for everyone to support the structures and protocols put in place. You are encouraged to continue to phone
any request through to reception but to allow us to direct requests to the appropriate team members based on their roles and availability to best assist you as quickly as possible.

For any urgent matters or anything that you wish to discuss with me, my office door and direct line remains available.

Regards,





        
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