This one-page document illustrates highlights of AISD’s CARES program activities and achievements. CARES, now in its second year of implementation, was able to maintain high quality of service standards, while experiencing a dramatic increase in volume. Further, CARES team members served vital functions during the unexpected challenges of the 2019–2020 school year.
The CARES (customer-focused, action-oriented, responsive, empathetic, and service-driven) initiative was launched in AISD in 2018-2019 to bring about a culture of respect and inclusiveness throughout the district. The initiative puts an emphasis on positive customer experiences for families, students and staff members. In the spring of 2020, the Department of Research and Evaluation conducted focus groups with front office staff members from a variety of schools in AISD to discover the perceptions and responses to this initiative and any barriers to full implementation.
Educators in this day and age may have to reframe how they think about interacting with parents, students and community members. Viewing these relationships as 'customer' relationships may seem like a stretch, but it is a reality. Research shows the many benefits of providing positive customer experiences for our stakeholders, and the costs of negative experiences. AISD is facing the issue head-on with the CARES (Customer-focused, Action-oriented, Responsive, Empathetic, and Service-driven) initiative. In this paper is a summary of the research, and tips to help you show you care…