- Look at your rotas and consider the times your visitors visit. Is it possible to reduce the staffing levels and still operate safely at certain times?
- Can you open later?
- Can you close earlier?
- Can you offer a reduced service without affecting the visitor journey/experience?
- Do you need to change your Standard Operating Procedures in order to maintain a basic service?
Any changes to the operation need to be visible, and transparent – not just to the visitors who are visiting you, but you need to ensure that you have ‘buy in’ from the team of staff who will be delivering it. Communication is key. Be honest, and your team will support you at this time of crisis.
Changes to Standard Operating Procedures need to be agreed, trained in to your team, and formally recognised. Be clear as to what is expected of persons and why, and when these are operating. Also be very clear as to how you are communicating to the team and the general public about these changes. (See below). This does not have to be onerous – a quick staff meeting out of hours, and clear instructions and a bit of time to get used to the changes may be all that is needed.
Later on, when the crisis is over or at least issues reduced, you may find that your new operating procedures and practices may well not have a devastating impact on what you are providing, and may well be the best practice going forward. This is often not easy to realise at the time of crisis, so it is important that you have some time to evaluate how things have worked/operated and review. Plan this if you can.