Improving Client Service Quality: Supervisors Mastering the Art of Integrating Facts with Values

Abstract

Most systems improvement initiatives usually have tremendous energy and initial impact, but are challenged with sustaining the improvement.  My research, based upon my experience as a consultant, working within the system, and conducting analysis of research, suggests that middle level managers or supervisors are the key actors in implementing and maintaining the momentum of change.  Sustainable change depends upon program managers because they are typically the “keepers” of organizational values.  Therefore, to improve the level of client service quality and create sustainable change systems need to invest in defining the organizational culture, and training with middle level managers and supervisors, and then give managers and supervisors enhanced decision-making capacity.

This reform has started to take shape over the last few years with many agencies within the child welfare system reexamining their purpose, mission and desired outcomes, which typically , focus on maintaining children in their own homes whenever safely possible.  This outcomes-driven approach has created social reforms and improvement efforts characterized by values of strengths-based, family support practice, child safety and family stability values.  Agencies, both government and non-government, have recognized that this approach starts with intentionally building the internal culture around these values and that the “keepers” of this internal culture are the program managers and supervisors.