How to Manage Change When Switching NEMT Software

How to Manage Change When Switching NEMT Software

People are inherently resistant to change. Abandoning what is familiar and “safe” provokes uncertainty and unease. Without realizing it, change can feel threatening to some and trigger a fight-or-flight response in others.

Change, and various other factors—like a reluctance to take on the project that is transitioning your NEMT software—are important to keep in mind when you’re preparing your NEMT business to make a switch. We’d like to share some tips that will help alleviate the stress of switching gears and embrace the change:

Do not Force Positivity

As an owner, or leader of the business, you understand the benefits associated with any change you’ve decided to implement. For your employees, however, it may bring up plenty of valid concerns. The best approach to resolve conflict is to validate their concerns with solutions the change provides. If they’re scared or frustrated, they are entitled to feel as such.

The threat lies with employees dwelling on their resistance to change. As their leader(s) you must show you come from a place of empathy and understanding to help them understand why these changes are being made. While having that conversation may prove to be difficult, it is vital to maintain company morale.

Educate Ahead of Time

When people understand the software, it will no longer be as much of an unknown variable to your team. Educating them on the software’s purpose and functionality will familiarize your team enough to moderate any uncertainty they might have. Once they understand the purpose for this change, your team will be more welcoming to the idea and learn to accept it.

It is just as important that your employees are well-informed about your new NEMT software so they can effectively implement it. With fewer moments of confusion from the get-go, the transition will be more successful. That perception is almost as important as the execution.

Collaborate with Your Team to Focus on the Vision Behind the Transition

In any major transition, management should help everyone understand its purpose. The key is to go beyond this reason for the new software, but to show them how it directly benefits them:

  • For the call center, it could be about reducing the number of simplistic calls they have to field or make, freeing up time for more complex issues.
  • For drivers, the software means better, more optimized routes, immediate communication of cancellations, and fewer no-shows.
  • For schedulers, this transition could represent an opportunity to refine the scheduling process and eliminate busy work. Like your call center personnel, they will be able to focus on the more complex details of their job.

Designate Staff to Troubleshoot

While most NEMT software companies provide deployment support at the beginning of a project, it’s still a good idea to designate internal employees to be the resident experts. This will help ease any anxiety your staff might have and will help keep the transition from taking away from other staff time any more than it will have done already.

We are Here to Help

Transitioning your NEMT software is a big undertaking, but it’s worthwhile. That’s why we offer support throughout your implementation process.

Contact us with any questions you might have, or to learn about what implementing Momentm could look like for your business.

Kris Lyon

Kris, VP, Business Development, specializes in adapting the operational needs of customers to Momentm's NEMT software platforms. With a strong 30+ year history working in the Health and Human Services field, Kris provides insight into the health care industry and its relation to medical transportation.

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