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10/1/21, 9:23 AM Songbird Therapy | Care Operations Project

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Songbird Therapy | Care Operations Project

Goal

Project

Scenario 1 – Parent Conversation

Scenario 2 – Therapist issue

Goal The goal of this project is to better understand your customer service, problem-solving, and written communication skills to see if you might be a fit for Songbird.

• Expected time: You can expect to spend < 30 minutes on this assignment. • Submission: Please upload your completed deliverables using the link in the email

where we sent you the project.

Project • Background: For this project, you’ll encounter 2 scenarios. Your task is to propose a

response for how you would deal with the request, scenario, or problem.

10/1/21, 9:23 AM Songbird Therapy | Care Operations Project

https://www.notion.so/Songbird-Therapy-Care-Operations-Project-6c26e7f3b5a3476b891274a7ceb467bb 2/4

• Deliverables: One audio file and a document that includes the other scenario deliverables.

Scenario 1 – Parent Conversation • You have received the text messages below from a parent — she is becoming

anxious about adding a second therapist to her son’s case:

“Let me be more precise… I want to have one therapist consistently for Oliver. He already has two others who come every week so adding a fourth will be confusing and overwhelming for him. IF it’s possible to just have Maria for three to four days a week that would be ideal.

We can do 8-11:30.

Oliver usually has to be in bed by 11:40 for his nap.

If you are adding a therapist because Maria is not available for more than two sessions a week then I want someone like her with at least two years of experience and have that person be consistent.

Then we don’t do Maria just the new person.

Every therapist has their way of teaching and engaging. Oliver is still quite young… I fear it may be overwhelming for him and/or confusing with so many different teaching methods.

If we can get Maria for three to five days a week and she can be consistent then don’t look for another therapist but if that’s not possible then look for another therapist but please ensure that the person has at least two years of experience.”

• Task 1: Your task is to call Oliver’s mom, Jane, and speak to her about her concerns. • Task 2: Include 1 example email that you would send following your call (can be

<200 characters).

Deliverable

• A 1-2 minute audio recording of what you would say.

10/1/21, 9:23 AM Songbird Therapy | Care Operations Project

https://www.notion.so/Songbird-Therapy-Care-Operations-Project-6c26e7f3b5a3476b891274a7ceb467bb 3/4

• 1x example email of how you would follow-up on the call (can be <200 characters).

Scenario 2 – Therapist issue

• For each scenario below: 1. Propose 2 example response texts that you would send to John, a Therapist at

Songbird.

2. Briefly, write out your next steps (feel free to improvise on any Songbird- specific details and policies!)

Therapist scenario A – A therapist, John, has an emergency where his grandmother gets into an accident. John is working with 2 clients named Easton and Marcus, and has session with both.

“Hi, Good morning. Sorry for the short notice, I received a call from my grandma and she was in an accident this morning. It’s not life threatening but she does need my assistance to bring her to the hospital.”

Therapist scenario B – A therapist, John, has an appointment that conflicts with his already scheduled therapy sessions with Easton.

“Hey! I just wanted to update you. I’m going to be getting more dental work on Monday, I’m getting braces put on. My appointment is at 11am. They said it should take about an hour, would it be possible to do a time adjustment for Easton on Monday? I’ll be able to attend sessions that day just will be out for the morning.”

Deliverable

• 2 example response texts for each of the above scenarios. • A short list of the next steps you would take for each of the above scenarios.

10/1/21, 9:23 AM Songbird Therapy | Care Operations Project

https://www.notion.so/Songbird-Therapy-Care-Operations-Project-6c26e7f3b5a3476b891274a7ceb467bb 4/4

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