This case study is part of Child Care Aware^® of America’s Marketing Toolbox, a member benefit that features resources with information and advice on marketing best practices in activities such as branding, reputation management, social media and much more. The Toolbox’s media relations resources include tip sheets on building relationships with reporters, identifying and preparing staff and clients for media interviews, and a press release template.  

As shared in the previous blog entitled “Virtual Coaching: Lessons Learned During the Pandemic,” transitioning to virtual coaching required professional development providers to anticipate and prepare for the changes and adaptations needed to make the shift from in-person to virtual coaching. Issues such as new technologies, equipment, training, recruiting providers, and virtual platforms need to be considered to implement virtual coaching successfully. 

“I had so much fun on Thursday taking the parenting class with my husband & we made some new friends too while we were there. I will definitely keep going back every time.” 

“Such an awesome resource for children and families. Their staff is kind and caring and always make you feel welcomed.” 

“A-M-A-Z-I-N-G STAFF!!!!! Incredible resources! I love this place! There is a free library and playground where you can bring your children. They also have events on certain days!” 

These are just a few of the Google Reviews for the Early Childhood Resource Center (ECRC) in Canton, Ohio, which is a member of Child Care Aware® of America.  

With more than 60 reviews that largely echo the sentiments above, and nearly a 5-star rating, what is the secret to ECRC’s success? Turns out: it’s about providing great client service and support.  

Angela Moses, director of Early Care and Education Services at the Early Childhood Resource Center, shared how she and her staff have worked hard to create a welcoming experience for the families they serve. Here are four tips for child care staff to address a client's concern:  

• Work quickly. When a concern arises, don’t delay. Work quickly to resolve the issue. 

• Seek understanding. Try to get a full 360-degree view of the situation, including the client’s perspective and the staff’s perspective.  

• Provide training. Equip your staff with resources, training and effective communications strategies so they can better support the clients.  

• Take an empathic approach. View the concern from the client’s point of view. This helps the client feel understood and can reduce overall tension and conflict.  

StoryCorps, a national nonprofit whose mission is to record, preserve and share the stories of Americans from all backgrounds, and Child Care Aware^® of America (CCAoA) recently partnered on a project to interview child care providers. The providers were asked about their personal journey in the child care field and the impact of COVID-19 on their work and life. 

The COVID-19 pandemic forced rapid changes upon the field of early care and education and dictated a re-examination of how many of its traditional systems and services are offered. Professional development is one such system, particularly traditional one-on-one coaching models. For many years, the norm was face-to-face coaching support, but the pandemic required the field to face a new reality. How do we balance offering this much-needed aspect of professional development while protecting the health and safety of staff and children?