The second anniversary of Communicate with Heart, the District’s Customer Service Program, was celebrated with balloons and heart suckers in the Administration Building’s Welcome Centers, treats from CEO Eric Gordon were delivered to school and administrative buildings and the recognition of six additional Heart Champions. Response cards stacked in a Plexiglas stand were distributed throughout the District enabling customers, including fellow educators, to provide experience comments by Smartphone or a special Feedback survey link on the District’s Website.
Since launching Communicate with Heart, 17 employees have been recognized for their stellar efforts in exercising the principles of S.T.A.R.T with Heart (Smile, Tell your name and role, Active listening and Thank) or the Respond with H.E.A.R.T. service recovery model (Hear, Empathize, Apologize, and Thank). The Heart Committee is pleased to recognize the following employees with a Heart certificate, balloon, and a $25 gift certificate to the Jane Addams Grille:
Julia was recognized as an “Exemplarily Preschool Assessment Clinic” team member. Wendy Eckert, one of several who nominated Julia, said she is “patient, caring, understanding, kind and contributes to a warm-welcoming atmosphere that welcomes parents/families throughout their journey at CMSD’s preschool clinic.” Eckert added, “Julia is respectful and patient with all team members and it has been a privilege observing her welcoming families into our office, and working with educator teams to facilitate quality, family-friendly evaluations for many of Cleveland’s neediest preschoolers.”
Teresa Criswell writes that Della applies S.T.A.R.T. with Heart and RESPOND with H.E.A.R.T. on a daily basis. “She is bombarded by irate and impatient parents both before and after school, “writes Criswell, “yet somehow she always keeps her cool and treats every person with empathy and respect. She has an innate ability to calm people and assure them that she hears their concerns and will help them find a resolution.” Criswell concluded by saying that Della is the “Heart” of Almira.
When Officer Rosairo was recognized at Newton D. Baker, Principal Wendy Rose-Geiling pulled together an impromptu assembly of fifth graders to witness the presentation that included co-worker Chris Cummings who said he constantly observes Officer Rosairo extending excellent customer service to anyone walking through the doors of Newton D. Baker. “Officer Rosario is a constant, glowing example of S.T.A.R.T. with Heart and continuously demonstrates what it is to be a top notch CMSD employee,” writes Cummings. “I’m sure the numerous visitors to our school would agree.”
Walter Smith was cited for his special interaction with co-workers on several levels. “No matter what you need or when you need it, Mr. Smith makes sure he is available to assist,” writes Stephanie Hobbs who adds, “He does not interact with you via email or telephone. If you put in a request he comes to your area with information and a copy of your budget in hand. And if you are not available he will continue to come by until he is able to see you in person.” Stephanie continues the adulation saying that Walter, “is always pleasant, professional, thorough and courteous.”
Principal Stull received commendations from staff member Lindsay Pempin and a parent. Lindsay acknowledges that Principal Stull “knows every student, parent and volunteer that enters our building.” Lindsay shared this about Principal Stull: “A student ran away from home before school started and Ms. Stull woke up and drove around the neighborhood to find the student--ultimately finding him at Edgewater Beach. She is constantly going above the beyond to make our students feel special.”
Carol Williams had an impressive nine nominations and was unanimously thought of as “kind, helpful, thoughtful and welcoming.” Carol was said to be “nothing but extremely kind and helpful. Her cheerful demeanor has truly been a gift to us all. As a new addition to the Riverside staff, Mrs. Williams has used Heart in helping our staff, parents and students. Her heart is as big as her warm smile.”