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| OBM Paper Series: OBM in Service Delivery |
| Saturday, May 26, 2007 |
| 3:30 PM–4:50 PM |
| Emma C |
| Area: OBM |
| Chair: Alicia M. Alvero (Queens College, City University of New York) |
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| The Effects of Task Clarification, Feedback, and Goal-Setting on Student Advisor’s Office Behaviors and Customer Service. |
| Domain: Applied Research |
| DANIELLE TITTELBACH (Queens College and The Graduate Center, City University of New York), Peter Sturmey (Queens College, City University of New York), Alicia M. Alvero (Queens College, City University of New York) |
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| Abstract: Interactions between student advisors and clients in a university-based counseling and advisement center are crucial to provide clients with appropriate counseling services. This study evaluated the effects of feedback, task clarification and goal setting on office behaviors and customer service of ten undergraduate participants. A multiple-baseline across responses experimental design was implemented across three target behaviors: client greeting, front desk behaviors, and punctuality. During intervention the advisors received supervisor delivered verbal group feedback, a task clarification sheet, and supervisor-delivered goal setting for each target behavior. All target behaviors increased once the intervention was implemented. |
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| A Comparison of Pyramidal Staff Training and Direct Staff Training in Community Based Day Programs. |
| Domain: Applied Research |
| ALAYNA T. HABERLIN (University of the Pacific), Kenneth Beauchamp (University of the Pacific), Judy L. Agnew (Aubrey Daniels International), Floyd J. O'Brien (NONE) |
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| Abstract: This study evaluated two methods of conducting staff training. One method was a pyramidal training approach and the other method consisted of an outside consultant training the direct care staff. A group design consisted of two experimental conditions. In the first experimental condition, the supervisors of two community based day programs for developmentally disabled individuals were trained in the principles of applied behavior analysis and feedback techniques. The supervisors then trained their direct care staff in the material they had learned. In the second experimental condition, the direct care staff were trained in the principles of applied behavior analysis by the experimenter. The pyramidal training group was expected to show a quicker increase in the percentage of correct teaching procedures and show a longer maintenance of these skills. The results indicated that pyramidal training was more effective in teaching staff how to use correct teaching procedures with consumers in community settings. Also, the results showed that the pyramidal training group maintained the improvement in their teaching procedure at a 3-month follow up as compared to the direct staff training group. Pyramidal and direct staff training have not been compared directly in previous studies. |
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| Evaluating the Effectiveness of an Electronic Dashboard Performance Measurement System in a Human Service Agency. |
| Domain: Applied Research |
| SUSAN L. RICHARDSON (Community Living Opportunities, Inc.), Debi Ann Alvey (California Community Opportunities), Robert M. Churchill (California Community Opportunities), Cloyd Hyten (University of North Texas) |
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| Abstract: Human Service Agencies that serve adults with developmental disabilities in their communities are often challenged with meeting internal standards of care as well as meeting standards set up by State Quality Assurance regulations. California Community Opportunities (CCO) is one such agency that is currently receiving support from Community Living Opportunities (CLO) to replicate the Family Teaching Model (FTM). CLO has partnered with Resolution, Inc., a software development firm, to implement ISOX (Information System for Organizational Excellence) in order to streamline the many paper systems necessary to track state regulations and internal standards by replacing them with a computer-based tracking system. Electronic dashboards and drill downs have been created for many areas of the organization. This presentation will explain the design features of the comprehensive, integrated performance measurement software as well as examine the impact of it on performers, management, and organizational outcomes. Data analyzed include reports completed before and after software implementation, time savings and the impact on allocation of manager’s behavior, and user satisfaction with the software tools. |
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