Case Study Melissa
Melissa is a 20-year-old, high school graduate with a love for animals and poetry. She is diagnosed with Mental Illness. She has difficulty completing tasks correctly without reminders and maintaining focus in the face of outside distractions. Melissa needs verbal reminders but does not like to be critiqued. Melissa may elope or use profanity when she is critiqued. Melissa also has challenges with boundaries as it relates to professional work relationships. In the past, Melissa volunteered at local animal shelters with success and has very limited work history and skills. Attempts to find Melissa work has been challenging as Melissa may either not dress properly according to interviewing standards or may use maladaptive behaviors such using profanity during the interview. Melissa was recently hired to work as a cashier at a local fast-food restaurant. She is assigned to a Vocational Counselor who attended the onboarding process with Melissa. The Vocational Counselor has started to see that Melissa often takes more breaks then allowed. In the presence of customers, Melissa may yell such things as, “Hey good looking” or “He is hot” when referring to a customer she may be attracted to. As her Vocational Counselor, how would you support Melissa to observe proper work breaks and refrain from using unprofessional language in front of customer? Write a Task Analysis for taking an order from a customer.
Write a progress note for a typical day.
Task Analysis: Taking a Customer Order at a Fast-Food Restaurant
Goal: Take a customer's order efficiently and accurately in a professional manner.
Materials: Menu, order pad, pen, cash register (if applicable).
Steps:
- Greet the customer: Smile and say hello, making eye contact. Use appropriate greetings like "Welcome to [Restaurant Name]!" or "Can I take your order, please?"
- Listen actively: Pay attention to the customer's requests and preferences. Avoid distractions and interrupting.
- Repeat the order back: Clarify what you heard to ensure accuracy. For example, "So, you'd like a bacon cheeseburger with no pickles and a large soda?"
- Upsell: Suggest additional items politely if permitted by company policy. For example, "Would you like fries with that?"
- Process payment: If taking cash, count the money accurately and provide change correctly. If using a register, guide the customer through the payment process.
- Thank the customer: Express appreciation for their business. Say something like, "Thank you for coming to [Restaurant Name]! Enjoy your meal."
Challenges for Melissa:
- Maintaining focus: Distractions, like noise or other customers, might distract Melissa. Visual cues or fidget toys could help.
- Following social cues: Melissa might not recognize professional boundaries or understand how her comments might be perceived. Role-playing scenarios could help.
- Time management: Taking more breaks than allowed could impact efficiency. Visual timers or reminder systems could help Melissa stay on track.
Progress Note: Melissa, Fast-Food Cashier
Date: [Date]
Client: Melissa [Last Name]
Setting: Fast-food restaurant
Observations:
- Melissa arrived on time and dressed appropriately for work.
- Melissa completed assigned tasks with minimal assistance.
- Melissa took initiative to stock condiments and clean tables during downtimes.
- Melissa greeted customers with a smile and asked for their orders.
- Melissa repeated orders back to customers for accuracy.
- Melissa struggled to stay focused during slow periods, occasionally fidgeting or looking around.
- Melissa used inappropriate language once, complimenting a male customer's appearance.
- Melissa took two unauthorized breaks during her shift, exceeding the allocated time.
Interventions:
- Provided Melissa with a visual timer to help her track break times.
- Role-played customer interactions, focusing on professional language and boundaries.
- Used positive reinforcement for appropriate behavior and provided gentle reminders when needed.
- Discussed the importance of maintaining customer focus and avoiding distractions.
- Explored alternative coping mechanisms for Melissa to manage boredom or restlessness during slow periods.
Goals for next session:
- Melissa will take only authorized breaks and stay on task during her shift.
- Melissa will refrain from using unprofessional language with customers.
- Melissa will continue to practice active listening and order accuracy.
Overall: Melissa is a well-meaning and hardworking employee with potential for success. Continued support and positive reinforcement will help her overcome her challenges and thrive in her job.
Additional Notes:
- This is a sample progress note and may need to be adapted based on Melissa's specific needs and progress.
- It's crucial to collaborate with Melissa to set realistic goals and develop appropriate interventions.
- Communication with the restaurant manager and Melissa's support network is essential to ensure consistency and provide Melissa with holistic support.
Remember, successful job coaching requires a patient, supportive, and individualized approach. By focusing on Melissa's strengths and providing her with the tools and resources she needs, you can help her achieve her goals and maintain successful employment.