Policy on communications regarding matters that require attention
HPESC’s organizational structure is given according to our Organization Board (or “Org Board”). This Org Board is displayed in the HPESC office and gives the names of each person who wears each organizational duty (or “Hat”).
Since the owner and “top boss” of the organization is not physically present at the office, it is even more important for the smooth running of the organization for each person to understand who is in charge of what and who can do something about a matter that requires attention. Discussing a matter that requires attention with someone who cannot do anything about it can be destructive and can lead to discontent and the spreading of animosity within the organization. No one likes a work environment where resentments build against other team members or against the managers or owners.
Dr. Annie and the rest of the management sincerely want to do a good job, providing the BEST possible service to our clients and to create an environment where each person is happy doing their job and gets along well with each other. There may be some cases where a matter that requires attention cannot be immediately resolved or cannot logistically be put in place. However, where a non-optimal situation is present, you can count on Dr. Annie’s and the rest of management’s willingness to improve things and to bring the situation closer to the ideal scene.
It is also important to make sure that things are coordinated and that the people in charge approve of any change suggested before it is implemented.
With that said, if you have encountered a non-optimum situation that you would like to bring up to management, here are the correct people to go to:
If you have a concern about the Office Manager/Executive Director:
Dr. Annie is the immediate senior. Go to her for anything relating to this post. See below for other sections of the organization.
For our Client Care Specialists (CCS) (Phone people)
The immediate senior is the CCS In Charge. Call him or her for urgent concerns/inquiries and email for any non urgent concerns you have regarding this section of the organization /post. When we do not have a CCS I/C posted, then you would go to the ED/OM.
For our doctors:
Dr. Annie: I am the immediate senior. You can always call me if you want to chat, if you have had a hard day, if you have had a beautiful experience with a family that you want to share, if you have any difficulties professionally, technically or in how to deal with a particular situation with a client, Doctor schedule, etc…
If you, doctors, have a situation that requires attention such as mistakes being made or anything that brings discontent or concern:
If it has something to do with the Client Care Specialists, please email the Client Care Specialist In-Charge or if we do not have an I/C, the Executive director and CC Dr. Annie and the Executive director with all the details of what occurred so that the person who made the mistake can be corrected or improvement be made on procedure. [email protected] ; [email protected]
If it has to do with the functioning of the office, with aftercare, with supplies, or anything office-related, you email the ED (Tracy) and CC Dr. Annie with the details of the situation.
For financial-related concerns, questions, pay, legal papers, etc…
Todd is the person in charge of payroll, financial and legal matters. Please email him at [email protected] and CC Dr. Annie.
Admin assistant
The immediate senior is Tracy (the ED/OM). You go to her for any administrative issues. See above for concerns related to other parts of the Organization.
Aftercare In-Charge
The immediate senior is the ED/OM. Go to her for any concerns relating to this post. See above for concerns related to other parts of the Organization.
Why this is important
The above covers most of the posts of the organization and who to refer to when a matter needs to be brought to someone’s attention. As the organization grows and changes, some modifications might be made to the above structure, but the rule of thumb to follow is that if something does not resolve directly, with good communication to the person concerned, the person to go to is the person just above in superiority to the person whom it concerns. Going to someone else will not solve the problem and will likely just inflame the situation, create animosity and escalate discontent.
Again, I want to re-iterate the importance of going to the appropriate person when you have a complain or situation. It does no good to grumble to a fellow employee, fellow doctor or anyone else than the actual person who can do something about it.
Please feel free to report to me or Tracy any instances of grumbling you observe within the organization, whether you are the recipient of such communication, are party to it or just observe it as a 3rd party. The whole idea of being afraid to “be a snitch” was invented by people who spread discontent amongst groups and who do not wish to be discovered. So… if you wish to have a pleasant group to work in, go to the appropriate person when you have a matter that requires attention and report any instances that you observe where people complain about anything if you are not the one who can DO something about it.
Let’s create a wonderful team. I don’t believe in hitting with harsh punishment. I believe that each person who is part of my group is a person of good will. I believe in correcting mistakes and finding out why they occurred so that they can be prevented in the future. Because of this, it is totally safe for you and for the person you are reporting on to come to me or to report non-optimal situations to the appropriate person.
In the case that you report a situation and that the situation does not resolve, you can always report again. If you feel like things are really not getting resolved, you can always tell me what is going on directly.