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(on mobile and I am dyslexic so… Things are sometimes wonky)
I feel… Ambivalent about it too.
So the program I work for isn’t like most programs.
We aren’t tech support.
We aren’t customer service.
We are a medical alarm company. Think “Help! I’ve fallen and I can’t get up!”
Anyway, because of the types of calls we get our job is boring, routine, bizarre and high stress at the same time. And because lives can quite literally be on the line we have strict rules and protocols.
So I get a case today where I am following up after an incident and another agent is in the case. I have no notes from them and no real indication of what they are doing so just handle things like I’m supposed to do. Check in with the patient, call people they want me to call and go to close it up.
Only to find that the other agent not only closed the case (a big no-no if another agent is the case) but not only that they closed like it was an accidental call, ignored the original case notes and changed the type of situation. If it isn’t clear these are all big no-nos.
Now I report every case like this to my supervisors. This is because I have been accused of not following rules and protocols before and have later proven I didn’t so I just share these cases to supervisors can coach appropriately. So after I call them (which is what I am supposed to do if another agent is working my case) ask them if they seriously did all that get hung up on and report it. And it turns out they are new hire and because of my report the were fired. On the their first day on the phones…
I feel a little bad, but seriously what kind of mistakes was she making if that report got her fired?!? I’ve reported far worse with barely a talking to happening.
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