The CONNECT acrostic outlines our commitment to service excellence. Our approach toward clients, co-workers, and visitors defines the levels of success experienced by the adults, children and families who entrust us with their well-being.
Communication
- Use AIDET
- 10/5 Rule
- Acknowledge receipt of all voice-mail and e-mail within 24 hours
- Watch what you say, how you say it, when you say it,
- and who is present when speaking
Ownership
- Be a problem solver
- Take ownership of Philhaven environment and workspace
- Maintain a professional appearance
- Safety first
Never Words/Always Words
Never say:
- “We/They”
- “That’s not my job/responsibility”
- “I don’t know”
- “We are short staffed”
- “There is nothing I can do”
Always say:
- “How can I help you?”
- “What questions do you have?”
- “I have the time”
- “Is there anything else I can do for you?”
Networking
- Work as one: help support seamless collaboration and coordination of care throughout the organization
- Consider preferred mode of communication
- Promote inter-department unity
Ethics/Integrity
- Do the right thing
- Be honest and transparent in all actions and communications
- Display a professional and positive attitude
- Comply with all policies and regulations every time
- Complete mandatory education and training requirements
Compassion/Courtesy/Respect
- Sensing and responding to people’s needs before they ask
- Acknowledge feelings
- Treat all clients, family members, and visitors as guests
Teamwork
- Facilitate effective meetings
- Be adaptable, flexible, and supportive
- Prepare workspace for next shift
- Coach co-workers
- Speak well of others
- Learn from your colleagues
- Foster professional development