On Thursday, I had three experiences that really challenged me to make sure I spend time making life better for others.
- I received a phone call Thursday afternoon from a family caregiver who sounded tired and frail. His insurance company recommended he call me to arrange home care help for his wife and himself. But, I’m not a home care company. I did what I could to help but I don’t provide the services he needs. “I’ll call the next company on my list,” he said. Ugh. I still feel terrible about his run-around. Ugh.
- I joined a meeting Thursday evening with someone who schedule time with me. I knew, though, that she misunderstood the purpose of my company. When scheduling a meeting with me, individuals share answers to questions so I best know how to prepare for the meting. My Thursday evening appointment answered questions in a way that led me to believe she was looking for a job working for a facility. Sure enough, that’s what she needed. She was a CNA, who had been out of work because of a knee injury. When I started our meeting, I overheard the CNA tell a library employee that she doesn’t have WiFi at home so needed to use the library for a virtual meeting. The staff member assured her that was fine. She began the conversation with an apology for the state of her phone which was cracked and blurry. When I clarified to her that I don’t hire CNAs or find them jobs in facilities, she was gracious. “I’m sorry I wasted your time,” she said. I assured her it wasn’t. As she was leaving our meeting, I heard her say, “Well, that was a waste of my time.”
You may wonder: How did the family caregiver and CNA get my company information?
A case manager at an insurance company referred the family caregiver because our support programs are listed on FindHelp.org. But the case manager didn’t carefully read about the support we offer. Instead, the case manager probably searched for programs with the word “caregiver” and then gave the family caregiver my number. It’s the quick hand-off in order to get to the next client.
The case manager just passes clients along without really considering whether the clients are now on the right path to getting the help they need. The pass gives the case manager back her time while creating a time-wasting experience for the clients.
I asked the CNA how she heard about my company. She explained that she connected with someone at Indeed and then the next details were a bit fuzzy to me. It sounds like, again, someone did a quick search, then just referred the CNA without taking a moment to read if what I do could help.
These kinds of connections happen regularly during my day. I do what I can to offer better referrals. I’m also considering what I could do to make sure my better referrals really are helpful. How can I minimize the run-around?
My third experience on Thursday involved one of our national organizations that receives funding to support family caregivers and direct care workers. In the morning, I received an email touting the organization’s new branding. A few hours later I visited LinkedIn. When I landed in LinkedIn, the first post I saw was from that organization’s leader announcing their branding change. He did a victory lap with each comment celebrating that branding update.
During a time when family caregivers can’t find what they need and CNAs struggle to make a living wage, I wondered how that organization spent its time and money. A branding update takes both.
I’ve never known a family caregiver to have a better day because an organization changes its logo and its branding. I’ve never known a CNA to find a job because of an organization changes the color on its website and social media assets.
An organization focused on the color of its logo while its constitutes struggle is wasting its time. And ours.
I’ll keep you posted on the solution I put in place that provides a better experience for those who wander into my world because someone gave them the wrong map.
(Image by Susanne Mumm from Pixabay.)
Resources
- We also took a Soul Break from the Must Do’s on Thursday.
- We’re organizing our 6th Annual Beginning Again Retreat. Consider answering our call to present.
- You’re the CEO, Leadership Training for the Family Caregiver empowers you to take the lead during your caregiving experience. Register to join me for this free course, which happens August 9 and 16. We begin at 10 a.m. ET each Saturday and gather for an hour.
