Walt & Kathleen Mattingly
Recently ReStore developed a new Volunteer Position giving Volunteers an opportunity to work from home. This position is answering the ReStore phone line directly from an app on their cell phone. How great is that?!? This new position has helped alleviate the stress our staff feels about missing a phone call, which is very easy to do with the amount of phone calls that come in and helps to keep them interacting with instore customers, Volunteers, and staff. Another great perk that this offers is a better customer experience. Having the time the customer needs and directing them to the appropriate person, we have heard so many times how nice it is to get a human on the other end of the phone.
When we developed this position, we were asked who we could see sliding into this role to test the waters. I knew immediately that Walt and Kathleen were our people. After a virtual training and how to with a few of the key staff, they hit the ground running!
Recently, Walt and Kathleen were off for a couple of weeks, and let me tell you…WE ALL MISSED THEM! The impact they are making is tremendous!
Walt and Kathleen have been Volunteering with us for a little over two years now and we hope that this new journey during this time of so many new things, is one that keeps them around for many, many more.
I asked them why they chose to take on this new position and how they feel about it, here is what they had to say.
“We missed volunteering at ReStore. We both enjoy working with others and helping folks solve problems. Not much problem solving in this, but we do enjoy having conversations with folks. It helps break the isolation and gives structure to our week. Sometimes, both of us are answering the phone at the same time. Other times, one of us answers the phone while the other one works on some unrelated task.
Answering the phones gives us a chance to advocate for ReStore. Some folks just want to know what hours we are open. Others have lost a member of their family or are moving and need to clear a lot of items out of the residence quickly. In the later case, we help them sort through what we will and will not take and make suggestions on where they can take the rest so as to limit what goes in the trash. We have tried to provide some moral support in these trying times and have had some interesting conversations with folks.
The bottom line is we feel like we are helping others, through Habitat as well as the folks we talk to, and the callers are in turn helping us keep connected beyond reading the news.”
Walt and Kathleen, we are all so happy that you decided to give this a try! And we are so happy to hear it is benefiting both of you during these trying times.
Thank you both for being the dedicated people that we at Habitat call family. Another example of how we truly have the BEST Volunteers in the world!