Employee Experience

Remote Work Pulse in action: Keeping teams connected

In just 3 weeks we’ve seen more than 6,000 organizations launch more than 14,000 projects on our 10 XM Solutions to assist companies, governments, healthcare systems, and educational institutions move forward during this difficult time. They are being used by organizations across the globe - from businesses of all shapes and sizes - to help transform traditional working processes overnight with minimal disruption to the workforce.

St John Ambulance puts Remote Work Pulse to the test

One of the fastest use cases we’ve seen of the Remote Work Pulse solution comes from Sydney, Australia. A regional division of the iconic St John Ambulance is using the technology to keep its 130-strong team of volunteers engaged and ready to support the community.

“With the COVID-19 situation changing daily, one thing is clear - nothing is certain. As an organization we need to be prepared for what will be a significant period where divisions are effectively closed,” explained Didier Moutia from St John Ambulance.

The Granville Division of St John Ambulance exists to support its local health services with first aid support and services, and equipping individuals, families, and workplaces with high-quality equipment. The team also has a critical role in major incidents - like COVID-19 - where they work alongside emergency services in times of need.

This group of volunteers is a key part of its community, but like many businesses, new social distancing measures completely transformed its way of working overnight. Regular training sessions and social catch-ups were no longer possible, while changing schedules impacted volunteer availability and priorities.

St John Ambulance needed to find a way to connect with its team to ensure they are ready and capable when called upon by health services.

Uncovering insights to take action at scale

St John Ambulance’s approach to this challenge in Granville is a combination of technology, leadership, and informal, virtual meet-ups. At the center of the Division’s transformation is the Qualtrics Remote Work Pulse.

“Our strategy for keeping connected with volunteers during this time is simple. We send out a weekly pulse using Qualtrics, which asks three questions - how are you feeling, what is making you feel this way, and what can we do to help,” said Moutia.

How volunteers respond determines the steps that follow. If volunteers are struggling, leaders can quickly contact them and work to improve the situation. Similarly, if volunteers are surfacing common challenges, St John Ambulance can take action at scale to rapidly resolve them.

“In the first round of feedback volunteers told us they were missing the social aspect which our Division provides them with. We know this is a critical driver to engagement at St John Ambulance and so have worked to take rapid action in the form of a weekly virtual catch-up.”

“Qualtrics Remote Work pulse has helped the Granville Division of St John Ambulance create a system of action. The responses we receive from volunteers give us an opportunity to act quickly to fix problems,” said Moutia.

Giving everyone a voice

The approach taken at St John Ambulance also ensures all volunteers have an opportunity to provide feedback and be listened to. Without the technology, the Division would only have known the thoughts and feelings of those explicitly verbalizing them.

“In open conversations, few people are going to let you know the extent to which they might be struggling. However, in private conversations like those enabled with Qualtrics, they are more likely to be open and honest with you. This is a very important feature given current circumstances,” explained Moutia.

Easy access to important insights

What makes the transformation at St John Ambulance even more impressive is the speed and ease at which the organization has been able to pivot.

“St John Ambulance has successfully gone live with and got this solution working with absolutely no training. It’s not a difficult technology to use - for ourselves or volunteers. And yet, the capabilities it is enabling are so incredibly powerful and important,” said Moutia.

When it comes to highlighting the solution capabilities St John Ambulance values most, Moutia was quick to point out its ability to work across devices, the speed and ease at which it was able to go live, the in-built reporting tools, and automatic alerts.

The solution also places minimal demands on volunteers while still uncovering significant insights.

“Our volunteers are juggling multiple priorities right now, so the last thing we’d want to do is add more to their list. Using the Qualtrics solution we are able to keep our ask on them to a minimum - it takes no more than 2-3 minutes and can be completed in a way that best meets the needs of our team,” said Moutia.

A lasting strategy

The benefits of St John Ambulance’s approach to maintaining engagement through these times are not just designed on helping the Division in the here and now. Its efforts will help the group once the community starts to open back up, with St John Ambulance volunteers central to the recovery process.

“As a result of COVID-19 our community has had to postpone and move a lot of events - from local shows right up to major sporting events. We have an important role ensuring the safety of these events, and it means we need a strong team of ready and willing volunteers to call upon when they are rearranged. By keeping volunteers engaged now, it will help us meet demands in the future - and we are certain they’ll be some excellent celebrations,” said Moutia.

No-one gets left behind

One of St John Ambulance’s visions, and a driver for everything it does, is to ensure no-one gets left behind. In this spirit, Moutia offered his advice for other people leaders navigating the challenge of keeping connected with teams.

“Listen and communicate as early as you can, and more than you think you need to. Right now your teams want to be heard and they want to know what you are doing. We’ve shown how quickly and easily this can be achieved, and are already sharing our learnings with others at St John Ambulance.”

The work underway at St John Ambulance is just one snapshot of organizations across the globe that are transforming for this new world of work. Commenting on the steps being taken by all businesses to move forward, Steve Bennetts, Manager for EX for Qualtrics in APJ, says listening is at the heart of each successful strategy.

“St John Ambulance is a great example of the speed, scale, and ease at which businesses can react right now to support their employees. Now is the time for businesses to listen and act on feedback. Those that respond to feedback now will be best prepared to move forward when we transition from this current situation,” said Bennetts.

For more information on how Qualtrics is here to help you and your team keep in touch and move forward visit: https://www.qualtrics.com/here-to-help/


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