General Information
To strengthen relationships by providing compassionate, human-centered support through meaningful experiences during end-of-life and grief.
What is -
Elevia's purpose
Contact says: "I want to prepare for the future. You guys did such a great job with my cousin."
What is-
Preneed escalation
UH OH! This contact doesn't look right... What do I need to do next?
What is-
1) Make a task for:
- Wrong birthdate
- Deceased name change
- Update phone number
- Add new contact
2) Respond to contact
3) Block
Contact asks if we are reaching out to their mom. What steps do we need to take?
What is -
1) Post is messaging questions
2) Wait for a response from slack squad
3) Respond back to contact with something like "yes, we are, or no, we are not currently reaching out to them, but if you would like to provide your mom's name and phone number, we would be happy to"
Contact is needing more death certificates
What is -
Escalate to the FH
Steps we take at the beginning of each shift...
What is -
1) Clock in
2) Check your email
3) Set yourself to active on slack
4) READ THROUGH SLACK
The contact has come back after being added to google review. Google review has not yet been sent, and now has an escalation....
What is-
1) Disable the google review program
2) Respond to contact
3) Escalate to FH
Looks like contact is calling the deceased by a nickname...
What is-
1) Task to update deceased name
2) Respond with correct deceased's name
3) Block
Contact X has responded to our pathways message asking for additional grief resources. Name your next steps
What is -
1) Respond back with a hybrid grief message and include the grief links. Be sure to include the code if it is a co-branded FH
2) Toggle off for grief
3) Escalate to FH for additional resources & let FH know you already send FG
Hmm. This message is blocked already... They were REALLY upset last time.
What is
1) Post in messaging questions
2) The team lead will look at the reason why contact is blocked
3) Team lead will reply if it's okay to UNBLOCK and respond or if you should leave it blocked
UH OH! I closed the message, and realized I made a mistake...
What is -
1) Alert the team lead on duty. Via either messaging questions, or DM.
When escalating, I can help ensure that the escalation goes through by ...
What is-
1) Remove emojis
2) Remove unnecessary information to decrease Escalation size
A contact says "can you see my Google Review" AND you CANNOT see it, what are your next steps?
What is -
1) Post in messaging questions to see if someone else can see it.
2) Respond back letting contact know you cannot see the review... Possible responses: "Thank you for your efforts regarding the review, [Contact FName]. If you left your review under “NAME” I cannot see your review at this time. My apologies for the difficulties. Wishing you peace. ”
3) Task
4) Do not escalate to the FH
Contact says: "Marsha and Joe were such a comfort to us. This has been hard." What do we do next?
What is-
1) Star message
2) Reply with words of comfort
I am vague... Responder is unsure of the tone in the message or unsure what the message is saying
What is-
Post in messaging questions!!!
Something is preventing me from getting to my shift.... (event, sickness, kids, accident)... I should...
What is-
1) Let Cathie know with AS MUCH NOTICE AS POSSIBLE
2) If time allows post to get it covered
When do we send an escalation to both the FD listed and the Main's
What is -
1) If there is a note saying send to ALL Mains
2) If it is a multiple escalation or upset client
I missed a step and No ticket was made. What did I forget to do while creating the ticket?
What is-
Checking the box
The contact name says-Dolores, but they signed their text, Dee.
What is-
1) Add a note
2) Name Updated -Dolores to Dee
3) Respond using the CORRECTED name
The contact is upset at OUR messaging - what do we do?
What is -
1) Respond back with an apology to the contact, block
2) Task to task manager
3) Block
There are random GIFs and Emoji's everywhere on slack... What's going on?
What is-
1) Suzanne and Aubrey are probably up to something. :) ... (haha)
2) Birthday
Escalation is needed and there are multiple locations listed. The FD you want to escalate to is not listed. What is the next step you need to take?
What is -
Send the escalation to the FD listed for the location
When the following issue occur, what should be done?
- Upset Clients
- Multiple Escalations
- If anything needs to be changed before the next message goes out (phone number, deceased name, etc)
What is -
When to Block
When responding, we ask you to use a different beginning, ending and/or wording.
What is -
Duplicate messaging
Contact says, "HIS life."
What is:
1) Upset for not using the correct pronoun in our messaging.