The biggest challenges have been adapting to the changing restrictions, and also to people’s different sensitivities and needs.
At the start, we had to learn to reach people in new ways when people have always come to us face-to-face, but we adapted well to online meetings and doing more over the phone, along with other organisations.
Now it’s tricky getting the balance right. Some people crave in-person interaction, and wanted us to open up as soon as possible, while some people are understandably still very nervous about things. We have to be really flexible to make sure we’re meeting everyone’s needs.