Congratulations to Josh Bain, technical support specialist in the Information Services Department (ISD), who's been selected as Children's Hospital Boston's Employee of the Month for April.
People usually only contact ISD when they're having a computer problem, and they're often frustrated, busy and stressed. But Bain takes these challenges as opportunities to stay positive while helping coworkers with their issues. Sometimes that entails staying late on Friday nights and coming early the day after a problem occurs to follow up. But Bain doesn't wait for the phone to ring. Instead, he proactively checks in with many clinical departments to make sure they aren't having any IT issues that weren't reported. For example, he often stops by the Emergency Department to ask Jennifer Bradley, one of the supervisors there, if she needs anything to be fixed, since he knows how busy she can get and that she may not have had a chance to call in a problem. It's become Bain's version of making rounds, as he stops by the ICUs and Center for Families to make sure their PCs aren't giving anyone trouble.
Bain has helped train many of his teammates over the years, helping out whenever a less-experienced colleague needs advice. Cheerful and always willing to help, Bain has, according to several colleagues, single-handedly raised the level of professionalism in the department. The Help Desk is currently training six new technicians, so things have been a bit harried. Yet Bain has gone out of his way to help bring each of the new hires up to speed. "If they pick up just half of Bain's enthusiasm and attention to detail, they'll be very successful here," says a colleague.
To nominate a co-worker for employee of the month for exemplifying Exceptional Care, Exceptional Service standards, visit web2.tch.harvard.edu/eces/recognize.cfm.