American Diabetes Association reviews

The management structure was unorganized at best and the retention rate is extremely poor. With a lot of turnover, consistency within the organization (mission, techniques, culture) was lost. This made for a frustrating career opportunity.

If you think that working in the Call Center that you will really "make a difference" and "save lives", think again. You are now on the "front line" to take bullets from angry callers for other departments. We all fell for that spiel when we were hired, just to figure out that we're the "low men on the totem pole" that handle ever other departments' mistakes. As with most customer service positions, prepare to be cursed out and yelled at for things you have no control over. The majority of the information that you learn in training, does not prepare you for the calls you will receive. 85% of my calls are complaints or transfers, 10% donation calls and 5% are diabetes information calls. Some managers are great at what they do some others are not. Thankfully, the current managing director will be replaced. She did not believe in speaking to her employees or even being present. When she was present, she was clueless as to what was going on. Hopefully a more approachable and personable personality will take her spot. There is one EXCEPTIONAL floor manager that is very attentive, helpful, and proactive in serving the constituents and helping you help the callers. The other, not so much. If you prefer to be spoken to in a condescending manner and given every reason as to why you will NOT be helped in resolving a caller's issue, the other floor manager is your best bet! She's great at making you feel little and as if you aren't doing your job properly as she does everything in her power to avoid actually doing her job as a manager. Simple requests (not even demands) are not taken into consideration nevertheless thought of from other departments. Examples include; adding a number to the appropriate group to help with constituent complaints that would result in FIRST CALL RESOLUTION instead of endless transferring. If the workers in this department are actually heard and taken seriously, the association could expect a much better approval rating. Weekly meetings are no longer a place to express grievances from the work week or even to take a "sigh of relief" and have free time with your co workers. No longer an open forum as once told to us. It is now a venue for you to be further monitored and scrutinized by your management team, that are taking notes on your behavior to include into your annual performance review. The call center is changing. They say that they are looking for people who are compassionate and with great personality but constant monitoring and nitpicking is destroying the bit of personalities that we have left. The department has lost a lot of great people and hard workers because they arenot sticking to the CORE values that they have set forth.