Arturo Serrano, Economic Assistance Manager, El Paso County Colorado
(Building a Flexible House PowerPoint)
Building a Committed Leadership Team
flexible house = the need to be efficient
flexibility is critic in human services agencies right now.
El Paso county has 31,000 SNAP cases
360 degree leadership model committed to change
start with small things - make small changes
worked with consultant on business process improvements
you have to commit to the task - like climbing a mountain. at some point you commit to make it to the top.
And someone has to commit to the task professionally. Someone has to see the vision, encourage others and lead the team.
Connect the vision with your staff.
Start the vision with a small group. Pilot it. Fix it. Then expand it to other units/offices.
Plan. (Decide where you're going-create the vision-obtain buy-in and commitment) Do. (put plan into place on small scale) Study. (Analyze what you're doing. Tweak processes/resources. Update plan.) Act. (Put updated plan into play in another small area. Repeat as necessary.)
**Building Your House**
Know what type of house you want to build. Evaluate your strengths, your resources, your people, your needs. Decide what is the foundation (core) needs/wants/desires. Match staff strengths to tasks.
Transition from appointment scheduling to same day processing is example.
capacity was 119 interviews per day with daily application average of 85. This started the ball rolling. moved to same day processing. All work is held in a common area. Workers do not keep any applications at their desk. On worker controls all pending applications. Processes were re-aligned to new demands. Cultural change for the staff but they will embrace it.
El Paso County identified all EW tasks and grouped some tasks to replace individual caseloads. Honed in on processing timeframes and eliminated unnecessary steps/tasks. Constantly putting goals in front of staff to keep momentum. Tasks are assigned fluidly and staff are flexible.
Keep statistics and data. Display numbers. Data will calm emotional responses to issues.
** Remodeling the Home **
Making adjustments in your process. Constant adjustments toward improvements.
**The House is Built**
The final product should produce the desired outcomes. Hold people accountable to expectations.
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