ICARE
What does the I stand for in ICARE?
Integrity
'E' stands for 'Explain', what are we potentially explaining with WECARE?
Who you are, your role, and what they can expect from you.
Is it alright to apologize during service recovery?
What does PCC stand for?
Person Centered Care
What does the C stand for in ICARE?
Commitment
What does 'C' stand for in WECARE?
Connect
When do we use the SALUTE approach?
Service Recovery
What is the compassionate communication technique that uses a sandwich method to show your compassion?
Heart-Head-Heart
(Acknowledge-Communicate-Support)
What does the A stand for in ICARE?
Advocacy
Be open to what they are saying without interruption. Take their needs into account.
Free Square
Thanks for volunteering!
What does it mean to Own The Moment?
Share what it means to you!
What does the R stand for in ICARE?
Respect
Who is responsible to represent these behaviours?
Everyone
What is the final step in SALUTE? (T)
Take Action
When creating a person centered environment, who are we supporting?
Everyone
ICARE represents the _______ of the organization?
Values
How can we 'E' Express Gratitude to a veteran?
Thank them for choosing the VA or compliment them on something that they did well.
What is a key step after you have 'Taken Action'?
Follow up with the Veteran.
Are you still with us?
Hopefully! Thanks for playing!