After working remotely during the pandemic as a call centre customer representative for Access Communications Co-operative, Chioma Adejugbe welcomed the opportunity to return to the office in the summer of 2021.
“I was tired of being isolated,” says Adejugbe. “I enjoy the company and camaraderie of my co-workers.”
Adejugbe acknowledges she had some concerns about working in an office setting again, but says that health and safety measures introduced by the Saskatchewan-based telecommunications company quickly put her mind at ease.
Access undertook significant renovations, including erecting glass dividers around desk stations, which allow employees to remove their masks when seated at their desks. Masking and social distancing is required when moving between stations and in common areas, or when more than one person is at a given station. Masks are provided for all employees and sanitizers are readily available.
Adejugbe is far from alone in choosing to return to the office. Access has now adopted a flexible hybrid work model that allows people to shift between the home and office (medically compromised individuals can still work full-time at home). Many have chosen to stop working remotely.
“Our employee surveys showed that 80 per cent of our staff thought working from home was sustainable,” says Carole Sauer, senior manager of human resources and safety. “But once they came back, many staff agreed that they enjoyed being back around their co-workers in the office better.” Sauer says that working through the challenges of the pandemic has shown how resilient and innovative Access employees can be.
“Our front-line technicians were instrumental in helping us develop creative processes for keeping customers safe during home installations,” Sauer says. “Whether that meant enabling customers to complete installations themselves with our guidance, or following up with video calls to ensure everything was working, our team rose to the challenge.”
Sauer believes Access’s strong commitment to consistent and open communication kept employees engaged through the worst of the pandemic.
“We made good use of both our internal and external websites,” she says. “Our CEO did a weekly communication and provided regular video updates on everything that was happening. I think by being so open, even with the organizational challenges of the pandemic, we helped keep our employees engaged and informed.”
Sauer notes that an employee survey taken in November 2020 showed engagement levels were at the same level as prior to the pandemic. Participation in the engagement survey was also remarkably high — 96 per cent of staff took part.
The company conducted three separate mental health surveys over the past two years and has followed up with training for managers on how to identify potential mental health concerns.
“One of the most positive things to come from the pandemic for our organization was the focus and transparency around mental health,” says Sauer.
Adejugbe says she appreciates this focus on employee well-being.
“They let you know that if you need to talk to someone, all you have to do is ask,” she says.
Adejugbe, who emigrated from Nigeria two years ago and found her first Canadian job with Access six months after that, says she has received strong support from supervisors and colleagues across the board.
“Everyone has been very welcoming,” she says. “Access is a diverse company, with people from many different countries and backgrounds. I feel at home here.”
Adejugbe says she and her colleagues also share a common purpose.
“Access is known across Saskatchewan for going above and beyond in terms of customer service,” she says. “Everyone is focused on this goal.”
This story was produced by Mediacorp in partnership with Postmedia, on behalf of Access Communications Co-operative Ltd.
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