Do ACC case managers have a heart?

[Edbear]

I was going to post this in my hospital thread, but thought it deserved a wider view.

I thanked my case manager for her help as she had been very sympathetic to me and was passing me over to a local case manager to carry on with. Here's her email response...

"You're welcome. And all the best with the surgeon tomorrow. Im so glad you have people who care about you.

Remember you may be only one person in the world but you maybe also be the world to one person.

Kind regards to you and your family."

Now, I've heard some bad stories about ACC case managers, but this is a lady who genuinely cares and I can't find anything to criticise about her treatment of me. I do hope anyone in a similar situation to mine, gets someone like Loretta.

[onearmedbandit]

Yep, there are some good ones out there. Typically they haven't been there for a long time though.

[onearmedbandit]

Sure are a lot of 'guests' viewing this page (5 guests and 1 member). Is KB a hotspot for ACC search results in NZ?

[Bald Eagle]

Sure are a lot of 'guests' viewing this page (5 guests and 1 member). Is KB a hotspot for ACC search results in NZ?

more likely required viewing by ACC declining managers :lol:

[mashman]

Sure are a lot of 'guests' viewing this page (5 guests and 1 member). Is KB a hotspot for ACC search results in NZ?

tis just new threaditis... am sure they'll turn the good ones soon enough :)

[Str8 Jacket]

Often with Govt Depts it isn't the people that make your life hard it's often all the 'policies and procedures' and Govt ministers directives that they have to follow.....

[CookMySock]

Wait until a year down the track, when your back still hurts like fuck and they say you have to go back to work. :blink:

Steve

[Edbear]

Often with Govt Depts it isn't the people that make your life hard it's often all the 'policies and procedures' and Govt ministers directives that they have to follow.....

You're quite right of course and we're grizzling at the length of time it's taking to settle my income compo due to red tape, but has anyone ever had such a sweet response from a faceless ACC employee? Or any faceless Govt. employee for that matter?

[Str8 Jacket]

You're quite right of course and we're grizzling at the length of time it's taking to settle my income compo due to red tape, but has anyone ever had such a sweet response from a faceless ACC employee? Or any faceless Govt. employee for that matter?

About 7-8 years ago when I first started working as a Govt employee I used to actually care about people and sometimes even trusted what they said. As the years have gone on working for the Govt is now all about process and bureaucracy. You have to reach targets for this and when your 'customer' does not fit into any of the 'boxes' then that's when things get hard and often pushed aside. Not ideal but when it's all about numbers and tragets then customer service goes out the window. Many, many govt employees are just as disillusioned by it all as their customers!!

[onearmedbandit]

Wait until a year down the track, when your back still hurts like fuck and they say you have to go back to work. :blink:

Steve

When I had my accident in 1997 I was on ACC for two and a half years suffering from chronic pain, never had a problem with them. (With the exception of one case manager who was quickly removed from my case)

[onearmedbandit]

About 7-8 years ago when I first started working as a Govt employee I used to actually care about people and sometimes even trusted what they said. As the years have gone on working for the Govt is now all about process and bureaucracy. You have to reach targets for this and when your 'customer' does not fit into any of the 'boxes' then that's when things get hard and often pushed aside. Not ideal but when it's all about numbers and tragets then customer service goes out the window. Many, many govt employees are just as disillusioned by it all as their customers!!

This is pretty much what I have been told by two ex-acc case managers.

[Edbear]

About 7-8 years ago when I first started working as a Govt employee I used to actually care about people and sometimes even trusted what they said. As the years have gone on working for the Govt is now all about process and bureaucracy. You have to reach targets for this and when your 'customer' does not fit into any of the 'boxes' then that's when things get hard and often pushed aside. Not ideal but when it's all about numbers and tragets then customer service goes out the window. Many, many govt employees are just as disillusioned by it all as their customers!!

It's a problem in many areas, my last job was as a Business Consultant with TelstraClear and gradually it became more about numbers and targets than about Customer service. My forte was in resolving customer issues either of a technical or account matter and was always feeling the pressure to sell and get the numbers up. Now I run my own business, my way and look to the long term benefits of satisfying the customer first, worry about income second. It worked well back in the 90's with my last business and I know it'll work well now.

[Str8 Jacket]

It's a problem in many areas, my last job was as a Business Consultant with TelstraClear and gradually it became more about numbers and targets than about Customer service. My forte was in resolving customer issues either of a technical or account matter and was always feeling the pressure to sell and get the numbers up. Now I run my own business, my way and look to the long term benefits of satisfying the customer first, worry about income second. It worked well back in the 90's with my last business and I know it'll work well now.

I hear ya, I work in Procurement dealing with vendors and contract management! As if the bloody job isn't stressful enough without all the BS and to top it off we have only 2 resources doing the job of 4 which really makes things harder!! :yes:

[MSTRS]

I hear ya, I work in Procurement dealing with vendors and contract management! As if the bloody job isn't stressful enough without all the BS and to top it off we have only 2 resources doing the job of 4 which really makes things harder!! :yes:

So staff/people are 'resources' eh? Sad commentary.

[CookMySock]

So staff/people are 'resources' eh? Sad commentary.At least they aren't called "assets" any more.

The fact is, people doing a job are just like any other resource, and they have to be vetted, acquired, managed, supervised, and then afterwards disposed of safely. Sorry, but it's true.

If you don't want to be a 'resource', then get higher up the the food chain. Even then, you will soon discover you are more of a discardable resource than ever before, so it's never going to end.

Steve

[Str8 Jacket]

If you don't want to be a 'resource', then get higher up the the food chain.

You mean by selling icecreams?

[Tank]

You mean by selling icecreams?

Wrong kind of food chain.

He meant this type
http://lusterstudio.com/productimages/011/DSC05098.jpg

[Ronin]

You mean by selling icecreams?

Surely The dude in charge of sprinkles would be at the top?

[CookMySock]

Hehe, you guys are sooo ready to run around after me and kiss my ass. It's great! :lol:

Steve

[Str8 Jacket]

Hehe, you guys are sooo ready to run around after me and kiss my ass. It's great! :lol:

Steve

Yes, kissing your ass would be so much nicer than kissing YOUR arse!! :shake:

Hels ;)

[Ronin]

Hehe, you guys are sooo ready to run around after me and kiss my ass. It's great! :lol:

Steve

Someone has the wrong end of the logic stick and is beating himself to death with it...

[Tank]

Hehe, you guys are sooo ready to run around after me and kiss my ass. It's great! :lol:

Steve

Gee Steveie -were some of the comments open for misinterpretation? Sorry about that - I'll try to make my views on you a little clearer moving forward.

[Oakie]

Now, I've heard some bad stories about ACC case managers...

That's the problem. You only hear the horror stories ... usually. (Credit to you for sharing your good experience.) I've dealt with quite a few ACC Case Managers over the years in my job and generally they are pretty good people.

[Oakie]

The fact is, people doing a job are just like any other resource, and they have to be vetted, acquired, managed, supervised, and then afterwards disposed of safely. Sorry, but it's true.

The trick is to acquire and manage your people as you would any other resource for the organisation but at the same time treat them in such a way that they feel that they're not regarded as just a resource but are respected as an individual person. (I got two blocks of chocolate from one of my 'resources' yesterday for helping her through some personality problems with her boss).

[Hitcher]

I think I tasted a little bit of sick in the back of my throat.

The cynic in me thinks that ACC case managers have added some Hallmark card cliches to their boilerplate.

[sinned]

I think I tasted a little bit of sick in the back of my throat.

The cynic in me thinks that ACC case managers have added some Hallmark card cliches to their boilerplate.

You have been in the industry too long.

[Okey Dokey]

Agree with Hitcher on this one: that little "world to one person" sentiment is too sickly for me, too.

[Edbear]

I think I tasted a little bit of sick in the back of my throat.

The cynic in me thinks that ACC case managers have added some Hallmark card cliches to their boilerplate.


Agree with Hitcher on this one: that little "world to one person" sentiment is too sickly for me, too.

Awww... Where's your romantic side...? :sunny:

[Okey Dokey]

It is there, but the cynical side seems stronger :)

[Edbear]

It is there, but the cynical side seems stronger :)

LOL!!! I met my new local case manager this afternoon, as I'm going to be longer than 70 days on ACC and she's even betterer!!! :gob:

I've put the details on my hospital thread but I've got a lovely lady coming in in the morning to assess that I have enough home help and may be getting more hours, and enough equipment. And I should receive my compo by Friday, backdated. She's onto it! :sunny: