Pros
Team “happy hours”- an hour off the phones with your team to chat. Happens randomly and not very often but its a nice break when it does occur. Random incentives to earn gift cards or prizes- kinda of hard to win but I guess its the thought that counts? Lenient when it comes to getting written up. For attendance violations, you have to get 9 points in a month. As long as you don't call off on Mondays and don’t arrive more than 2 hours late to your shift of leave more than 2 hours early for your shift on any other day, its easy to stay under 9 points.
Cons
Unfair and unorganized. When I got hired in, a group of us had a late schedule on Wednesdays due to being open later that day. Somehow we became the only group that had to stay late every wednesday and even after people began quitting and the number of people working on Wednesday’s got smaller and smaller, they refused to replace those people. Wrong for a group of like 4 people to be required to stay until 8pm but the other 35 people that worked that day get to leave way earlier. It’s not like it was my choice to work late that day so it’s just really unfair that I’m stuck doing it and they’re not scheduling more people for the late shifts either. Also super unorganized. Nobody, not even the supervisors, know what’s going on most of the time. I know some people have great supervisors but I got stuck with one that wasn’t even trained in all the departments they forced me to get cross trained in. (More on that later.) There were many times where I had little to no direction or contact with my supervisor in days. Although that may sound nice, it wasn’t because we had no idea what was going on or what we were supposed to do. Our computer systems were also trash and we had a whole group chat on Microsoft Teams just for when someone got kicked out of their system because it happened so much. For some reason nobody tried to figure out the root cause for all the system issues so it persisted. They force you to get cross-trained. I was not aware of this when I got hired. Even when I was in training I was under the impression it was a choice on whether or not we would get cross-trained. Meaning, they would ask us and if we agreed then we would get cross trained. I was so wrong. They cross-trained me in Ohio medicaid, NY medicaid and then NY CHIP within weeks of each other. They don’t warn you before they put you in another state either. You’ll be taking your normal calls and then all of a sudden you’re skilled in another state and getting calls from another state along with your normal calls from the state you got hired in at. It gets extremely overwhelming very quickly because different states have different policies and rules and its hard to switch your brain each time you get a different call. Then, you stay in the new state for as long as they feel like keeping you there. Sometimes a day or two and then other times its for weeks, or an entire month at a time. Then you’ll log in again and you’re back to taking only your normal calls. This cycle was the reason I stopped working there. It felt like they were using me to do as many states and departments as possible so they didn’t have to hire more people. Because….did I mention you get no pay raise or incentives for doing multiple states at a time? Weird. Management is aggressive with their words. I can’t even tell you the amount of times I logged on and opened my email to see that management sent an email out to all advocates talking about how “HORRIBLE” our surveys were from the previous day. And if we don’t get any surveys, thats our fault too somehow even though the members choose before they talk to us if they even want to do a survey or not. Even the emails sent out where we did do good, somehow we weren’t doing good enough. It’s gross. They don’t care about your mental health. Period. I had multiple coworkers that needed to take time off due to mental health reasons and not one supervisor checked up on them when they came back or even acted like they cared. But don’t worry, they were quick to hand out those points for calling off.