Exclusive: Meet Mr. Mark, Intake Specialist

This video taken on 12/10/2010.

The Secret Shopper spoke to “Mr. Mark”. She specifically asked to speak with him because she had reports that he tends to treat TG kids more harshly than non-TG kids.

Mr. Mark is perhaps one of the most hostile people I’ve ever spoken with in a professional capacity. I asked a couple of very simple, explicit questions. Instead of providing a simple answer, he decided to play a game with me by pretending to be obtuse. He could have said that he didn’t know, that he wasn’t sure or he could have said at the beginning that I needed to speak to his supervisor or ED concerning questions of policy. Instead he chose to rebuff me, dodge my questions and infer that I was the individual who was acting unreasonable.

Had this been an actual call I was making on behalf of a real client, I would have ended it about 4 minutes into the conversation and would have NEVER referred the client to him. By the 4 minute mark, it was obvious to me that he was playing a game. I was asking him to provide information and he was withholding information. It was a power game. I continued the conversation because I wanted to know how far he was willing to take his power game.

I literally had a headache after speaking with this man. I honestly shudder to think how this power game plays out in real life with real kids.

Also, contrast Mr. Mark’s responses with the following two short videos. Here another staff (taken on the exact same day Mr. Mark give his answers), a different CH staff member gives me immediate straight answers:

Where do they put the kids:

http://www.youtube.com/watch?v=YIC_bTNilw0

How do they address the kids:

http://www.youtube.com/watch?v=oo4CSqIistA

I asked for Mr. Mark because some of the kids said that he’s a bully. I’ll let his own behavior speak for itself.

NOTE: THE SECRET SHOPPER DOES NOT WORK FOR HACS. HER ACTUAL NAME IS CRISTAN WILLIAMS.

http://en.wikipedia.org/wiki/Mystery_shopping