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Requests for Assistance from All Over the World
Requests are flooding into the Tourist Desk at the Department of Public Relations. For the first time, people in wheelchairs can fulfill their dream of visiting Israel, knowing that a full service tourist department can supply their every need – transportation from the airport in specially equipped vans, outfitting of hotel rooms with needed equipment, and much more. In the photo: Director of Tourist Services Nadia Alalu shows a map of locations from where Yad Sarah tourists originate
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Yad Sarah Reaches Out to Help Muquadam
Meet Muquadam, a two-and-a-half-year-old boy from Tanzania. He came to Israel under the auspices of Save a Child’s Heart (SACH), an NGO that arranges vital operations for children from developing countries in need of cardiac surgery. And Yad Sarah gave him a wheelchair to take home. In the photo: Muquadam with his mother and Yad Sarah Tourism Director Nadia Alalu.
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So Much More Than Just Wheelchairs!
They asked about borrowing a wheelchair - they received a complete guide to hosting an elderly relative in a safe and accessible environment * Reported by Shani Rosenfeld, director of the Exhibition and Guidance Center at Yad Sarah in Jerusalem * In the photo: Students of Social Work and Health Services, guests from Israel and abroad, come to the Center and get reliable information based on many years of professional experience
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Meet Dina Yosepov, the new director of Yad Sarah's Service Call Center, who embodies the values of the organization: Empathy. Efficiency. Compassion. * Translated by Batia Redner

The position of Call Center director is a challenging one, even for Dina, who brings years of experience to the job. She replaces Yisrael Ohayon, who had built a working system of response, treatment, follow-up and supervision; now Dina brings her own ideas and initiatives. Dina: " I came to Yad Sarah about 11 years ago as part of my national service and worked in the PR department. After my year of service ended, I stayed – first at the vehicle department and then at the Call Center." Of the many young women who spend their year of national service at Yad Sarah, Dina is not the only one who was captivated by the organization's vision and activity and consequently decided to continue serving with love the thousands who turn to Yad Sarah for help. "Working together with Yisrael, I was in charge of the teams. We introduced a method of following-up each application and monitoring how it was handled; now my mission is to continue the path initiated by YIsrael and add to it according to my own vision. For example, it is important to enhance interpersonal connections between the team members and the clients. Though our team functions very well, I still want to make sure that whoever turns to us will feel the empathy and attentiveness of each team member." With about 1200 incoming calls daily, it is no small thing that the average response time is 40 seconds! Dina is well aware of the various options of communication enabled by technology, like the immediate chat option opened at the corner of the computer screen in many internet sites. However, Dina is a great believer in direct and warm personal contact, She wants callers to hear the voice of a real person at the other end of the line who responds to the request, continues to track its handling, and confirms that the client did reach any Yad Sarah department needed in order to provide the proper help. Even when another YS service is required, the client will always get the fastest response. "Digital communication may be integrated into the present system, but I will never give up the client's right to talk to a real person, to hear a real voice - not an answering machine." Her many years at Yad Sarah taught Dina how to imbue the team members with the sensitively necessary to make sure clients feel listened to, while at the same time making sure their request is answered. The people in charge of quality control constantly initiate return calls to the clients, checking if the service they received was appropriate, polite, and efficient, and whether they have any suggestions for improving the service. Dina learned from Yisrael Ohayon that there is no such thing as a client getting lost between departments. Indeed, the first contact a client has is with the call center, but the person who answers the call is responsible for checking that the client got a full and suitable response. "The person answering the call always follows up to see that the caller did, in fact, reach the correct department and receive the help needed." A team of 45 efficient, energetic people facing thousands of calls: They cope with the challenge successfully. It is to their credit, but also to the credit of their dedicated leaders - people like Yisrael Ohayon and Dina Yosepov.

 
 
"Keep Up the Good Work"
Israel Meron and Ruti Reches bring the Yad Sarah message to the Family Physicians Conference * In the photo: Professor Ilana Tzur

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The Exhibition and Guidance Center: Bringing Information about Access and Safety Aids to the Homebound - Because Knowledge is Power
Director of Yad Sarah's Exhibition and Guidance Centers Dvora Roitman talks about a new program introduced at Yad Sarah House in Rishon LeZion, in close collaboration with the Home and Community Services Department. * In the photo: Naomi Aharoni, volunteer physiotherapist, with Yedida Pen, sitting comfortably on a reclining armchair

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Our Young People Also Give Back
Thanks to Shmuel Friedman, a high school student who has been volunteering at Yad Sarah's Givataim branch this summer. Helping out in the computer department,Shmuel also helps people carry borrowed equipment to their cars. We wish him the best of luck in his studies next year at a Jerusalem yeshiva. To volunteer, please call *6444

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Yad Sarah Employees, Volunteers and Departments Awarded the Mann Prize for Excellence
Read more…

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At Yad Sarah, We Cherish the Warm Human Connection We Have with Our Clients
At Yad Sarah branches throughout the country, all volunteers and staff will wear nametags *In the photo: CEO Moshe Cohen and senior staff members pose with their nametags

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An Electrifying and Moving Interactive Experience Connecting You to Yad Sarah’s Special World of Giving and Volunteering

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Yad Sarah is Now Part of the Fun in Jerusalem Family
When Fun in Jerusalem owner and creator Joanna Shebson was looking for a venue to host her family event, she chose Yad Sarah and became a fan

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Yad Sarah to Fight Domestic Abuse in the Negev
Yad Sarah has announced the opening of a Family Center in the western Negev to both treat victims and offer counseling to the perpetrators of domestic violence

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Video: See How We Give

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Yad Sarah expands its assistance to tourists with disabilities who want to tour Israel
President and founder of Yad Sarah Uri Lupolianski on the occasion of the International Day of Persons with Disabilities * photo: A group of tourists from a sheltered housing community in New Jersey at the entrance to Yad Sarah in Jerusalem – the guests visited Jerusalem in Yad Sarah’s wheelchairs

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"A Real Tourist Experience"
A delegation from the Tourism Ministry recently visited The Yad Sarah Experience and had only praise for the newly inaugurated visitor's center. Read here the letter received from Deputy Director-General Ahuva Zaken. In the photo: Malka Melamed and Zelina Ben Gershon, volunteer members of the Tourist Service staff, discussing options for the expansion of tourist services for people with physical disabilities.

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Salute to a Donor
Lee Friedman, a donor and friend of Yad Sarah, traveled to Israel from the States to see for herself the two vehicles she donated. One (pictured) is a unique van that safely transports the wheelchair-bound.

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Yad Sarah Makes its Volunteers Feel Valued
Diary of the volunteer Fayyad Habashi * This series, bringing the inspiring stories of Yad Sarah volunteers, is the creation of volunteer Shekedia Cohen.

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Beit Safafa: Amina Aliyan speaks the Yad Sarah language
YS site reporter Sumiya Al Nabari talks with the director of the Jerusalem Beit Safafa branch

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Rivka Marchand Guides Tours in Both English and Spanish and Brings Her Special Latin Flair to the Visitor's Center
Meet volunteer Rivka Marchand, who brings a diverse background and much life experience to her job as multi-lingual tour guide at The Yad Sarah Experience. She is part of a very talented and enthusiastic group of English-speaking tour guides who love Yad Sarah and want to tell you all about it!

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Yad Sarah's Ofer Shoshani – A Paradigm of Giving
Yad Sarah has become such a vital part of the cultural fabric of the city of Hadera that one of its own has been selected to light an Independence Day beacon – one of twelve – honoring 125 years since Hadera's founding

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Come take a walk with me
Come take a walk with me around Yad Sarah House in Jerusalem. It is an enchanted place. Follow me and I will show you the magic

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Jerusalem, Har Hatzofim: Volunteering with Satisfaction – and Close to Home
From the diary of volunteer Avraham Ashkenazi * Series producer: Volunteer Shekedia Cohen * Thanks also to branch director Aryeh Noy, who shares his team's impressions with the readers of Yad Sarah News

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As the Music Played, the Patient with Parkinson's Stopped Shaking
Hamutal Ben Or, director of the Day Rehabilitation Center at Yad Sarah House in Jerusalem, talks about a moment when music became therapy * Thanks to Musethica from all of us at Yad Sarah * Photographer: David Rothner

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Love Comes to the Shikumon
Chemda and Amos met at Yad Sarah's Day Rehabilitation Center in Beer Sheva, and decided to get married! Our "family" is elated over this first-time event * Story by Miriam Kopeika

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The Geriatric Dental Clinic: More Room for More Patients
Clinic director Dr. Tamar Kartin-Gabbay (in photo): The clinic combines professionalism, a warm welcome, and moderate fees

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Better Than Pills and Therapy
Dalia Lahav, a member of Pesek Zman (time out) club, talks with volunteer Ora Maloul, reporter of Yad Sarah internet site

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HOME HOSPITAL-IZATION MORE POPULAR
Judy Siegel-Itzkovich reports

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