Dealing with the bureaucracy can become a Goliath-sized problem.
She was a hard working woman employed by a huge bureaucratic organization where supervisors didn't supervise and management often didn't manage, often more interested in their personal interests and status than the needs of those they were supposed to serve. She was just a number in the large organization, yet she had a strong personal work ethic to do as much as she could for those she served. While her job wasn't in management, nor was she a supervisor, and most didn't give her duties a thought, she was tasked with carrying out a task which had dramatic impact on who had access to the facility. Her work, if done without attention to detail, could have been a major concern since it was designed to insure that only those who should be in the workplace were allowed to enter places where they needed to be. The job wasn't real difficult, but it required great attention to detail, the ability to muti-task and respond to large volumes of employees often needing her service at the same time. Once she had trained herself sufficiently (there was no training protocol), it didn't take her long to realize that the other two employees in the office were just "winging it," completing their work without confirming or making sure the data used was correct. But she also knew that was caused by management, which only had interest in keeping the paper flow generating the desired end product in rapid order, error or not. And another thing she knew was that this couldn't go well for long and sooner or later something bad would likely come from it. Not only that, those in the office not paying attention to detail would be implicated for their malfeasance. She was not going to be labeled in that category so, it bothered the others who knew it would show their deficiencies. But even then it didn't, for with management never interested in the happenings in the office, they were just free to do what they wanted with no ramifications.
Her efforts made her the in-house subject matter expert by default and, therefore, customers learned quickly that she was the "go-to" employee. Her workload accordingly increased and it wasn't long before the other two employees left with no action underway to get any replacements. She asked for help to no avail, but yet she labored on, for she didn't know what else to do. Accuracy of work and turnaround of cards improved by leaps and bounds but she was becoming exhausted and it was only many months later that they brought in two more employees, greenhorns with absolutely no related experience, yet both thinking they could run with the front desk nearly from the beginning. It was a disaster and she reported it, but was rebuffed, saying that it was her job to train the new employees despite never having been trained herself, excepting her own dogged self-initiative. Not only that, but since the other personnel needed to be approved to use the equipment containing sensitive information, all she could do was explain but not allow hands-on training. It got worse and worse until she just shut down. Month after month of responsibility for her work without authority to really get it done had taken its toll so she finally spoke up in a way that they used to menace her. It finally became obvious just what had been going on.
It wasn't long until she was advised she would be disciplined, and that a board of investigation was being established. Charges were obviously being trumped up, since she knew every time she came to work by the expressions and body-language of the others. She was detailed out of her position, actually a blessing, to a work unit which was much more appropriate for her background, yet she couldn't be of service at the level she could perform since it was just a detail. She testified two months later and then the waiting began. For nearly five months and with no additional information granted she remained where she was, worried, distraught and dismayed. And finally, she got the notice that she would be disciplined. The proposed action wasn't major in consequences, yet she knew it was unjust and she decided she wanted to challenge it. She wanted to hire a lawyer yet was advised that for a case like hers it would cost as a minimum about three thousand dollars, much more if there would be a delay or it were to drag out. That didn't make good financial sense but she did want to respond officially on principle.
Finally, the light bulb went on. She realized she knew one who had extensive work experience in the employment field who understood the process and what it entailed. That person volunteered to help her without any charge. That was due to the realization that justice had not been served. So, that personal representative went through the file in detail and organized a strategy that would be reduced to writing and also presented orally to the final decision-maker. But there was another reason for doing that in the thought process implied. Her representative knew that the good woman had all the information needed to defend herself, but also had a tendency to freeze up under pressure. And so, when the meeting was held, the representative made the presentation informally sitting around a conference table while also watching the client for signs of any lessening of tension. When it came for her to comment on the action, she was relaxed and determined and certainly not going to freeze and she presented much of the information so clearly and convincingly that it was clear the message was getting through. Now neither she, nor her representative, know yet what the answer will be but they both know the discussion is officially in the record, that it identifies the terrible circumstances upon which discipline was proposed and there was an air of respect shown for her plight. Now it is just in God's hands. Regardless of outcome, one which even in the worst case will not be overly severe, she has restored her self confidence, her self worth and her reliance on God as the one to turn to when things seem too dark and ominous. For when we keep God in our hearts, He is always at our side and good things come out of bad beginnings.
Her efforts made her the in-house subject matter expert by default and, therefore, customers learned quickly that she was the "go-to" employee. Her workload accordingly increased and it wasn't long before the other two employees left with no action underway to get any replacements. She asked for help to no avail, but yet she labored on, for she didn't know what else to do. Accuracy of work and turnaround of cards improved by leaps and bounds but she was becoming exhausted and it was only many months later that they brought in two more employees, greenhorns with absolutely no related experience, yet both thinking they could run with the front desk nearly from the beginning. It was a disaster and she reported it, but was rebuffed, saying that it was her job to train the new employees despite never having been trained herself, excepting her own dogged self-initiative. Not only that, but since the other personnel needed to be approved to use the equipment containing sensitive information, all she could do was explain but not allow hands-on training. It got worse and worse until she just shut down. Month after month of responsibility for her work without authority to really get it done had taken its toll so she finally spoke up in a way that they used to menace her. It finally became obvious just what had been going on.
It wasn't long until she was advised she would be disciplined, and that a board of investigation was being established. Charges were obviously being trumped up, since she knew every time she came to work by the expressions and body-language of the others. She was detailed out of her position, actually a blessing, to a work unit which was much more appropriate for her background, yet she couldn't be of service at the level she could perform since it was just a detail. She testified two months later and then the waiting began. For nearly five months and with no additional information granted she remained where she was, worried, distraught and dismayed. And finally, she got the notice that she would be disciplined. The proposed action wasn't major in consequences, yet she knew it was unjust and she decided she wanted to challenge it. She wanted to hire a lawyer yet was advised that for a case like hers it would cost as a minimum about three thousand dollars, much more if there would be a delay or it were to drag out. That didn't make good financial sense but she did want to respond officially on principle.
Finally, the light bulb went on. She realized she knew one who had extensive work experience in the employment field who understood the process and what it entailed. That person volunteered to help her without any charge. That was due to the realization that justice had not been served. So, that personal representative went through the file in detail and organized a strategy that would be reduced to writing and also presented orally to the final decision-maker. But there was another reason for doing that in the thought process implied. Her representative knew that the good woman had all the information needed to defend herself, but also had a tendency to freeze up under pressure. And so, when the meeting was held, the representative made the presentation informally sitting around a conference table while also watching the client for signs of any lessening of tension. When it came for her to comment on the action, she was relaxed and determined and certainly not going to freeze and she presented much of the information so clearly and convincingly that it was clear the message was getting through. Now neither she, nor her representative, know yet what the answer will be but they both know the discussion is officially in the record, that it identifies the terrible circumstances upon which discipline was proposed and there was an air of respect shown for her plight. Now it is just in God's hands. Regardless of outcome, one which even in the worst case will not be overly severe, she has restored her self confidence, her self worth and her reliance on God as the one to turn to when things seem too dark and ominous. For when we keep God in our hearts, He is always at our side and good things come out of bad beginnings.
RSS Feed