In my previous role as an Intake Coordinator, I once handled a surge of 50 new cases in a single day. To maintain accuracy, I prioritized tasks by urgency and complexity, delegating simpler tasks to my team while I focused on the more complex cases. I also implemented a double-check system where each case was reviewed by a second team member before submission. This approach not only ensured accuracy but also helped us meet our deadlines efficiently.

I conduct regular training sessions and provide clear, written guidelines on protocols and customer service standards. I also implement a feedback loop where team members can share their experiences and suggest improvements. Additionally, I conduct weekly audits of intake processes to ensure compliance and address any issues promptly. Recognizing and rewarding good performance also motivates the team to maintain high standards.

First, I would have a private conversation with the team member to understand the root cause of the underperformance. It could be due to personal issues or a lack of clarity on expectations. I would then provide additional training or resources to help them improve. If there's no improvement, I would set clear performance goals and monitor progress closely. If the issue persists, I would consider reassigning duties or, as a last resort, addressing the situation through the appropriate HR channels.

During a crisis, I would first assess the situation to determine the most critical tasks. I would prioritize tasks that directly impact client safety or immediate service delivery. I would then communicate the priority list to the team clearly and ensure everyone understands their roles. Utilizing a task management tool can help track progress and reallocate resources as needed. Regular check-ins and updates would be crucial to adapt to any changes in the situation.

I regularly attend industry conferences, webinars, and training sessions to stay informed about new regulations and standards. I also subscribe to relevant industry publications and regulatory bodies' updates. Additionally, I participate in professional networks and forums where peers share insights and best practices. By staying actively engaged with these resources, I ensure that our intake processes remain compliant and up-to-date with the latest industry requirements.