LS/SI Partnership

Develop Process/Materials for Training/Shadow Sessions

Period: Oct 2, 2017 to Oct 27, 2017

Amy/Kristin/Miranda: tackle working parts of preparing for shadowing and training sessions and put action into play. Includes SI recap emails, escalation process, standardization of notes, warm transfer etiquette, calendar optimization, and shadow itineraries.

Manager Shadowing

Period: Oct 30, 2017 to Nov 3, 2017

LS/SI Managers shadow, then regroup to determine framing for their depts shadow sessions and how/what feedback to collect.

Training: Warm Transfers Go DOWN; ADR/Prev v. Gd/Gt

Period: Nov 6, 2017 to Nov 10, 2017

The why behind this change; how to sell benefits and drive traffic of Gd/Gt to group sessions/PIs and ADR/Prev to one on one support; escalation process.

LS/SI Shadowing

Period: Nov 13, 2017 to Dec 1, 2017

LS - SI Shadowing (30-40% of ea dept), sll SIs shadow LS; collect before/after feedback from all participants.

Leadership Regroup

Period: Dec 4, 2017 to Dec 4, 2017

What we learned; review before/after feedback; training next steps; determine KPIS for reintroduction of warm xfer metric to performance and overarching dept goals.

Training: Warm Xfers Go UP: ADR/Prev Warm Transfer Etiquette

Period: Dec 4, 2017 to Dec 8, 2017

Topics to include WT etiquette, SI Recap emails, and Note standardization. Announce reintroduction of metric.