Sep
03

COVID-19 Update: Interacting with visitors

Banner showing COVID-19 virus

Dear Colleagues,

We have heard from many staff that they have concerns about interacting with visitors when the time comes to return and reopen more of our museums to the public. This is very understandable, but by following the new health and safety practices that have been put in place, we can help protect our staff and visitors alike.

To help frontline staff prepare to return safely, representatives from the Reopening Task Force developed a new Customer Service Training for staff and volunteers as a complement to the Smithsonian’s required COVID-19 Safety Awareness Training. Representatives from the Office of Visitor Services (OVS), Office of Protection Services (OPS), the Office of Facilities Management and Reliability (OFMR), Access Smithsonian, and Smithsonian Enterprises (SE) all participated as One Smithsonian to ensure the Institution’s needs were reflected in the training. In addition to making sure our teams are up to speed on new policies and procedures, the training discusses strategies to deescalate challenging situations, including conflict resolution, and encourage compliance with our policies in a positive and proactive manner. Our goal is to ensure a positive and safe experience for all – especially staff and volunteers.

This COVID-19 Customer Service Training covers basic elements of the following topics:

  • COVID-19 Policies and Procedures
  • Keeping Frontline Staff Safe
  • Standards of Exceptional Customer Service
  • Intervention and De-escalation Strategies
  • Tips for Returning to Work

The training is available as a PowerPoint for supervisors who wish to present it as a virtual session and as a self-paced Moodle course. We encourage all staff who interact with the public – everyone from OPS officers to visitor services to those welcoming visitors at our front doors – to complete the training. If you or your staff think you should take the training, or if you have additional questions, please contact

Vanessa Herndon at HerndonV@si.edu or Andrea Lowther at LowtherA@si.edu for more information.

Visitors also have responsibilities when entering our facilities. Ahead of visiting, they are reminded they will need to properly wear face coverings, maintain a safe social distance from anyone not in their family or group, and most-importantly, stay home if they are not feeling well. They are made aware of and agree to these and other policies when they sign up for timed entry passes. Both the National Zoo and the National Air and Space Museum’s Udvar-Hazy Center report that compliance has generally been good.

Please remember that safety is a shared responsibility for us all, not just for our visitors and frontline staff. Below are three ways you can do your part.

  1. If you’re sick, stay home. Every day before coming to work, take a moment for your health. Answer the three health screening questions. If you answer “yes” to any questions, reach out to your supervisor and do not come into the workplace. Remember that there are leave options and workplace flexibilities available to support your need to stay home. Discuss concerns with your supervisor, who along with your unit’s HR liaison can help find solutions.
  2. Wear a face covering. All staff and affiliates are required to wear face coverings while on site. Smithsonian is providing cloth face coverings to all on-site personnel, and staff are also allowed to wear their own if the covering fully covers the mouth and nose, does not have an exhalation valve, and conforms to uniform requirements.
  3. Practice social distancing. Limiting close face-to-face contact with others is the best way to reduce the spread of COVID-19 since the virus spreads mainly among people who are in close contact for a prolonged period. Whenever possible, maintain 6 feet of social distancing on site. This video explains how to social distance and take precautions in the workplace.

Our community is creative and thoughtful, and together, we are developing a new playbook. Thank you for your contributions and your willingness to adapt and evolve as we all do our part to keep our visitors and one another safe. Please continue to share questions, suggestions, and ideas with the COVID-19 Response Team and Reopening Task Force by emailing si-coronavirusinfo@si.edu.

Stay well,

The COVID-19 Response Team

 

 

 

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Posted: 3 September 2020
About the Author:

Alex di Giovanni is primarily responsible for "other duties as assigned" in the Office of Communications and External Affairs. She has been with the Smithsonian since 2006 and plans to be interred in the Smithson crypt.