Songbird Therapy | Care Operations Project
Goal
Project
Scenario 1 – Parent Conversation
Scenario 2 – Therapist issue
Goal The goal of this project is to better understand your customer service, problem-solving, and written communication skills to see if you might be a fit for Songbird.
Expected time: You can expect to spend < 30 minutes on this assignment. Submission: Please upload your completed deliverables using the link in the email where we sent you the project. Project Background: For this project, you'll encounter 2 scenarios. Your task is to propose a response for how you would deal with the request, scenario, or problem. 10/1/21, 9:23 AM Songbird Therapy | Care Operations Project https://www.notion.so/Songbird-Therapy-Care-Operations-Project-6c26e7f3b5a3476b891274a7ceb467bb 2/4 Deliverables: One audio file and a document that includes the other scenario deliverables. Scenario 1 - Parent Conversation You have received the text messages below from a parent she is becoming anxious about adding a second therapist to her son's case: "Let me be more precise... I want to have one therapist consistently for Oliver. He already has two others who come every week so adding a fourth will be confusing and overwhelming for him. IF it's possible to just have Maria for three to four days a week that would be ideal. We can do 8-11:30. Oliver usually has to be in bed by 11:40 for his nap. If you are adding a therapist because Maria is not available for more than two sessions a week then I want someone like her with at least two years of experience and have that person be consistent. Then we don't do Maria just the new person. Every therapist has their way of teaching and engaging. Oliver is still quite young... I fear it may be overwhelming for him and/or confusing with so many different teaching methods. If we can get Maria for three to five days a week and she can be consistent then don't look for another therapist but if that's not possible then look for another therapist but please ensure that the person has at least two years of experience." Task 1: Your task is to call Oliver's mom, Jane, and speak to her about her concerns. Task 2: Include 1 example email that you would send following your call (can be <200 characters). Deliverable A 1-2 minute audio recording of what you would say. 10/1/21, 9:23 AM Songbird Therapy | Care Operations Project
