How COVID-19 has affected the work environment in customer service and the woman that has adapted to this new norm.
Written by: Danielle and Valerie
For the next chapter in our interview series, Valerie interviewed a 25 year old woman, Vanessa, who is a manager of a popular drive-in theater in Southern California. This drive-in is one of the most well known locations to visit as many celebrities stop by to enjoy a movie from time to time. However, it is also a popular alternative that many residents go to in order to socially distance. With the increase of COVID-19 cases and the increasing restlessness of California residents we decided to interview a young woman who has had to change how she works and lives dramatically in order to maintain her job while also attempting to keep herself safe from the flood of people who she encounters everyday.
As of August 17, 2020 the LA times reported the following number of cases and deaths separated by county.
Los Angeles County: 29, 794 cases & 561 deaths
San Bernardino County: 8,144 cases & 151 deaths
Orange County: 6,318 cases & 159 deaths
Riverside County: 8,651 cases & 186 deaths
In the following interview we ask her questions not only about her work but also about how her life has changed during the pandemic while also living in one of the most populated regions of California.
1. How has COVID-19 directly impacted your life?
For me personally, I think it has largely changed the way I interact with others. Working in the customer service field, I’m used to always being around people but of course, that is not something that we can do to the same extent.
2. During the beginning of the quarantine, your establishment closed. How were those months prior to returning to work?
They were definitely taxing. It was a rather difficult change to adjust to because those beginning months were so vague as everything was indefinite. It all happened so quick and as a manager, it was hard to communicate information we ourselves weren’t too sure about to the employees. We didn’t even have a clear answer or timeline for how long we’d have to close. I remember we had just gotten a new shipment of food items only days before the quarantine went into effect, and there was nothing we could really do about it, once we realized the extent of everything. I along with everyone else at my establishment were forced to file for unemployment, which was what kept me afloat, while I was out of work.
3. You’ve now been working for about a month or so. How different was it to return during an ongoing pandemic?
While we try to keep the business running as usual, there are strict guidelines that we must follow to comply with the government regulations. Before the beginning of everyone’s shift, I have to take their temperature and declare if they are cleared to work that day. Social distancing is an important factor in our daily operations, and it’s been tough since not everyone who visits us is open to the new rules. Even though we don’t limit the amount of people in each vehicle, we’ve had to decrease the amount of cars admitted almost by half. On average, we currently see about 150 cars a night. Due to the lack of walk-in theatres, our location has been attracting a lot more attention and a different audience from our regulars that aren’t familiar with our operations. In addition to this, we’ve hosted exclusive events in partnership with Amazon which has given us greater exposure. We provide all our guests with an easy to read pamphlet that lets them know about all our protocols such as our one person entrance to the snack bar. Unfortunately, we’ve had to turn away folk who are unwilling to wear masks when they pull up to the box-office or the concessions. The safety of my employees is a top priority because they are working to provide our guests with this service, and we want to keep them healthy.
4. Can you expand the protocols that you mentioned?
One is the mandated masks within 10 feet of any area our workers are situated. We’ve had to increase our security to ensure that our guests cooperate with us. Another is limiting the amount of people in our facilities. We only let one person in at a time. There are various occasions where people show up in pairs and try to argue their way in. The only solution in those situations is to refuse service or ask them to choose someone to go in. For our restrooms, we’ve implemented a strict timing system where we give our guests each 2 minutes. Half of the stalls have also been red taped off and a worker is always present to guide the guests into the open ones.
5. Outside of work, what has been the greatest adjustment you were forced to make?
Definitely the social distancing. It’s been hard to keep in touch with my friends when we can’t all meet up at a random spot and spend the day together. You have to be a lot more cautious now, because prevention is so important. I also have to be pretty paranoid, so even now as places begin to open, I don’t feel comfortable being outside. It’s definitely taken a toll on my mental health. There is only so much one can handle of their family without the presence of others who you can talk to. I feel like there’s a lack of ‘connection’, I suppose that you don’t get when you talk over the phone or other electronic methods. Also, scheduling and prioritizing. Before, I would need something and quickly go to the grocery store to pick it up, but now I have to think about what I'll need for multiple weeks to minimize my trips.
6. Building on that, do you see yourself returning to your old habits once the pandemic has been declared under control?
Frankly, no. I think this has completely altered the way I am around people. For example, clothes shopping. I can’t imagine shopping as freely as I used to without the slight worry of COVID.
Managing a very popular drive-in theater in Southern California is stressful and the writers here at E-Cure can’t imagine doing it during a pandemic. We would like to thank and commend Vanessa for her resiliency towards enforcing strict regulations at her workplace and for taking the time out of her very busy schedule to sit down and talk with us.
With the tremendous amount of confirmed COVID-19 cases rising we ask that you follow the proper guidelines set in order to prevent the spread of the disease. We also ask that you please follow the rules set in each workplace whether you work there or are simply visiting so that we can combat this disease together. Also, don’t forget to thank the workers who are interacting with the public everyday doing their best to help every individual while also trying to keep their own health safe.
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