We had been running three separate phone systems since our three organisations merged and during COVID-19 we upgraded to a new streamlined system. Also during COVID-19 we were able to offer extra support to people in need thanks to a generous donation to Chorus Kitchen.
The Nutrition for Body and Soul program was designed to improve the nutrition for people who were experiencing hardship due to COVID-19. The program allowed Chorus to increase the number of meals provided to people in need by 219% as compared to the same period as last year. The generous donation from a Perth family enabled Chorus Kitchen to expand services. We were able to provide fresh, nutritious meals for customers, and by partnering with community organisations we also provided meals for more people.
Chorus Kitchen expected the meals to reach people directly affected by COVID-19, however many individuals and families we connected with had been living in financial hardship before COVID-19. Chorus Kitchen was able to reach 140 households, benefiting 450 individuals and providing almost 16,000 meals. Umberto’s Bakehouse and Continental Deli also donated bread and cakes which we distributed with the meals.
The Chorus Kitchen team committed to the cause and accepted the challenge of upscaling services. We adapted processes, created split shifts to enable more efficient use of the kitchen space and increased working hours. By July we were delivering 3500 meals per week. Prior to this we were producing, on average, 970 meals per week from a small kitchen in Palmyra. Rather than taking the easier option of producing frozen meals and delivering in bulk, we committed to fresh meals delivered daily. Every member of the team – in the kitchen, office and volunteering – played a significant role in the success of the program.
Recipients were extremely appreciative to Chorus Kitchen for improving nutrition, easing financial burden and reducing stress. They said they had enjoyed eating “real food” and had never eaten so many fresh vegetables. Customers also reported experiencing joy from receiving a daily visit from a volunteer and having a chat. Beneficiaries of the program reported a significant improvement in mental wellbeing including reduced occurrences of stress, anxiety, and depression.
The entire Chorus Kitchen team feel blessed and grateful to participate in the Nutrition for Body and Soul initiative. They are committed to looking for new ways to continue supporting the broader WA community and to collaborate with more organisations. The program made a positive change in the lives of people who received meal assistance and in the lives of Chorus staff and volunteers who were part of the program.
Prior to coronavirus, our phone system was complicated, technologically unreliable and created significant frustration for staff and customers alike.
The merger of our three predecessor organisations resulted in the need to operate three separate phone systems, each with their own database of customer information. This meant that staff were unable to transfer calls between themselves and other locations to consolidate customer services. Call waiting times were unacceptably high, and negative feedback regarding customer service was substantial.
The Coronavirus Pandemic created an immediate need for rapid change at Chorus. It was clear we had to adapt quickly to continue supporting customers during this time, particularly as many were considered vulnerable and faced social isolation. This led to the swift implementation of a new all-in-one communications system in March 2020 – 8×8.
The 8×8 system would allow the consolidation of all customer information into one server and could be accessed comfortably by staff who were now required to work from home. Despite the tremendous task of transitioning an entire workforce to a new communications platform, we were able to replace the old system and go live in the matter of two weeks – a task we had originally planned to implement much more gradually. This seamless transition can only be credited to the resilience, open-mindedness and adaptability of Chorus people.
With the new-found speed, simplicity and responsiveness of 8×8 as a provider, it was possible to significantly cut down on call waiting times and drop rates. By having all the necessary information at staff’s fingertips, conversations became more time-efficient and constructive, and customer feedback was greatly encouraging.
With this new phone system, we now had the ability reach out to customers first to reassure them that Chorus would continue providing support in these difficult times. Starting with the most high-risk customers in terms of vulnerability and isolation, each person was contacted to discuss changes to services, address any concerns and provide comfort that they would not face the crisis alone. Older and more vulnerable volunteers who temporarily stepped down from their roles were also contacted regularly.
The coronavirus crisis created an opportunity to enhance our technological capability, simultaneously improving the customer experience by making Chorus more accessible and enabling us to continue working from home with confidence.
During a time of increased call volume Chorus staff rolled up their sleeves to help the Customer Contact team.
It has been a great experience and I’ve learned heaps. I have so much respect and gratitude for the teams that do this job all the time…it is hard work!” said Maddie from the Communications and Marketing team.
