Communication, tech key during coronavirus

“You’re on mute.”

When it comes to the way Central Indiana employees work in 2020, those three words have become the calling card of the challenges organizations have faced in the wake of the COVID-19 pandemic that has gripped the country. 

But despite the struggles of adapting to a remote environment, employers agree that strong communication has been the key in maintaining a connected and engaged workforce.

According to Zoom CEO Eric Yuan on a company blog in early April, monthly meeting participants on the platform, both free and paid, skyrocketed from 10 million at the end of December to more than 200 million in March. 

In Central Indiana, the transition to that new normal began in mid-March, when just 12 Hoosiers had presumptively tested positive for the coronavirus. On March 12, Gov. Eric Holcomb limited non-essential gatherings to no more than 250 people and provided a 20-day instructional waiver for school systems across the state. 

School districts across the area followed by shuttering in-person instruction and a new reality began to take shape for many area workers. Suddenly, many would have three simultaneous duties: teacher, care giver, employee. On March 25, Holcomb would issue a stay-at-home order that extended into late May. 

“We had a lot of planning and reacting to do,” said Lori Clyne, director of human resources at Families First, a health and human services organization based in Indianapolis.

Part of that planning involved the role of technology and staying connected. Not only with one another, but with their clients. The organization received a technology grant from the United Way that gave its employees access to Zoom. Case workers shifted counseling sessions to virtual visits. 

Families First president David Siler began bi-weekly video updates where he kept employees up-to-date on what was happening within the company. Employees sent weekly shout-outs to human resources and the notes of gratitude were compiled into a presentation and sent to all employees. 

Clyne says it was important to recognize that their employees work in challenging field that was made even more taxing under work-from-home orders.

“You have to pay attention to which employees you know are vulnerable,” Clyne said. “We initiated an extra day off, a mental health day, where we want them to disconnect. Just disconnect from everything and relax. We have employees who are trying to teach their children and take care of their clients.”

Jenn Cogan, who handles disclosures in the operations department at Bailey and Wood Financial Group, agrees that “communication’s been key” in handling the transition to working from home. Bailey and Wood associates also stayed in touch via Zoom.

“Everybody knows what they’re doing and what their responsible for,” Cogan said. “At home I know my job — I know what I am to be doing, I know what I am to be focusing on. If something ever popped up, I have my boss that I would call. If I have questions they’re always available.”

At Bose, McKinney & Evans, an Indianapolis-based business law firm, technology played a big role in client relations even before the pandemic. Attorneys are not only required to keep up with continuing legal education requirements, but also how technology is changing and how that may impact the practice. 

Sarah Parks, an associate attorney at Bose, said the firm’s information technology department routinely offered classes for employees and continued that role. 

“And then during the pandemic we have regular emails on just tricks on Zoom,” Parks said. “I just feel like everyone (here) is very supportive in continued learning in all aspects of the job — legal and non-legal.”

The challenge facing many companies three months later is simple: What do we do now?

As Indiana now moves through Holcomb’s staged reopening plan, Hoosier business must now navigate another new normal where social distancing and personal protective equipment may be commonplace in the office environment.

Many employers are following the guidelines from the Centers for Disease Control and Prevention for reopening. Among the recommendations are cloth face coverings for employees, flexible sick leave policies, and — perhaps most importantly — education. 

Despite the challenges and changes ahead, it’s clear that a multitude of Hoosiers are ready to ditch their home offices and virtual meetings for the traditional business space and camaraderie that comes with it.

Katia Crabtree is a bilingual vacation guide at RCI, who serves clients who speak English and Spanish, helping them with their vacation requests.

Though she knows RCI team members have been fortunate to be able to work from home during the pandemic, she’s eager to see her colleague face-to-face once again. 

“I know a lot of us can’t wait to get back to the building,” Crabtree said. “I just had the one-on-one with my supervisor, and I just miss going to their office or seeing them and talking because it is a very family-oriented culture there.”

Clyne, the human resources director at Families First, echoes that sentiment. But she also understands that not all employees will be as enthusiastic as Crabtree.

“A lot of employees are ready to come back, but those with children are worried about child care,” Clyne said. “There may be underlying anxiety, which we just manage just by having conversations with them and working with them on an individual level. We’re trying to create the best plan for Families First and for them.”

Clyne said she knows that sweeping policy and procedures won’t work for everyone as Hoosiers return to the office.

“As an organization you have to look at the individuals,” she said. “You may have someone who is a single mother who doesn't have child care anymore, are you going to penalize them? What are you going to do? Our title is Families First, and we have to pay attention to that.”

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