Owning the Moment through COVID-19
These days, VA employees are overwhelmed with news of COVID-19.
While in a time of uncertainty, VA employees are encouraged to take a breath, step back, focus, and “Own the Moment.” Many things are outside of our control right now. As VA employees, one thing we can control is how we treat one another and how we connect in these challenging times—while also continuing to provide excellent care and patient experiences.
The VA has an opportunity to own the moment through the COVID-19 pandemic to create deep human connections with coworkers, Veterans, their families, caregivers, and survivors. Since 2017, the Own the Moment (OTM) Veterans Customer Experience workshop has been educating employees on three guiding principles for VA employees on how to create consistent exceptional experiences. The OTM principles are simple and apply even now, in these turbulent times:
- Connect and Care: This principle addresses our emotion. Greet everyone with a smile. Build empathy and make interactions personable, even while staying at a distance or through non-face to face options.
- Understand and Respond to Needs: This principle addresses our effectiveness. Take the time to really understand where they are emotionally, physically, and mentally, while actively listening and ensuring an understanding of what the Veteran truly needs.
- Guide the Journey: This principle addresses our ease. Reassure Veterans that the VA has processes in place, and set expectations, while making the experience simple.
OTM principles apply to everyone. All VA employees are today’s heroes that have answered America’s call for a premiere healthcare organization to emulate!
It is not the crisis we face that will define us, it is the way we treat each other, but the way we connect and band together that will define us as individuals, an organization and ultimately a country.
VA employees are encouraged to be kind, remember our ICARE values, stay connected, and stay grounded in the OTM guiding principles when interacting with each and every person. Be safe and remember to wash your hands!