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FINDING WALDO: Where’s the Leader in Your Organization?

FINDING WALDO: Where’s the Leader in Your Organization? . "May the work of your hands be a sign of gratitude and reverence to the human condition ” Mahatma Gandhi.

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FINDING WALDO: Where’s the Leader in Your Organization?

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  1. FINDING WALDO: Where’s the Leader in Your Organization?

  2. "May the work of your hands be a sign of gratitude and reverence to the human condition”Mahatma Gandhi

  3. Simple GuidelinesBe a good Role ModelSend consistent messagesBe able to say……. “I made a mistake” “I don’t know the answer to that” “I’m sorry, I was wrong”

  4. Simple GuidelinesLook ListenLet loose of the reignsLet loose of the seriousness

  5. The story you are going to hear is about the staff in the Chinle Service Unit R3 department taking a leadership role.

  6. Indian Health Service Chinle Service Unit-Arizona Quality Management Division Ella Bia, MA Supervisory Health Systems Specialist Martha Schrock, MBA QM Director Heidi Arnholm HSS Medical Recruiter Jim Benally Health Systems Specialist Jaime Begay, Secretary / Awards Coordinator R3 Department Recruitment, Retention, Recognition Quality Management Division Raylyn Bethel Customer Service Representative Jean Perchalski Volunteer Coordinator

  7. Presentation Categories • Original Challenges • Statistics • Tests of Change • Road Trip (Future)

  8. Original Challenges 2010 - 2011

  9. 2011 Challenges Funding Sources Training Space Training Equipment & Supplies Career Advancement/Promotion Staff Certifications EEO Private Counseling Space Department Participation to IBW2 Meeting Department Participation to Awards Meeting www.usajobs.govapplication process HR Processes and Information Sharing Transportation for Site Visitors / Volunteers Monetary Award / Recognition Efforts in having Medical Staff meet 100% mandatory compliance Inconsistent procedures / messages • 2010 Challenges • Timely Reimbursements • HR Processes (inefficient) • Sufficient Housing • Communication Process • Exhibit & Advertisement Dollars • Training Equipment & Supplies • Staff Training Dollars • Training Space • EEO Private Counseling Space • Employee Training Participation • Award Budget & Assigned CAN • Recognition Supplies • Employee Activity Participation

  10. Focus Areas • EEO • New Employee Orientation+ • High Quality Kébiłna’anish (Customer Service) • Patient Complaints

  11. Statistics 2010 - 2011

  12. EEO Complaint Report • EEO Complaint Report • Re-organization of EEO Program • Closed previous cases • Less Trust in the program • 2011 EEO Complaint Report • Closed previous cases • Build Trust w/ Management & Staff • More Staff willing to Mediate

  13. EEO Staff Compliance Report • 2010 EEO Staff Compliance • Staff not participating to become • compliant w/ workforce laws • Leadership support absent • Accountability not enforced through • performance evaluations • 2011 EEO Staff Compliance • Additional Workforce Law Trainings • Additional organizational participation • Increased accountability • Increased leadership support

  14. 2011 EEO Complaints Decreased Report Chinle Service Unit (Navajo Area I.H.S. EEO Report)

  15. CSU 101 New Employee Orientation Employee Participation

  16. High Quality Kébiłna’anish “Working in Good Relations” Employee Participation

  17. Patient Complaints

  18. RX

  19. Tests of changeActivities, Events, Trainings, Partnerships, Communities

  20. “R3 Helping Hands”

  21. “R3 Helping Hands”

  22. “R3 Helping Hands”

  23. THE SHOWCASE Leadership Training, Volunteer Program, Awards

  24. Implemented More Training!

  25. Developed a Volunteer Program! VolunteerServices 25,024 Hours

  26. Chinle Service Unit Recognition Awards Presented Developed more award categories! 26% Increase of Awards Presented

  27. Program Evaluation • Leadership Training Programs seem to be effective due a 50% reduction in employee complaints. • Customer Service Program has further increased partnerships through community collaboration. • Volunteer Program is a benefit; Volunteers donated over 25,000 work hours. • Awards Program, with the addition two new internal award categories seems to add an element to staff happiness.

  28. ROAD TRIPStay on the highway that we are on through 2012, then re-evaluate with two full years under the belt!

  29. SummarySimple GuidelinesLook ListenLet loose of the reignsLet loose of the seriousness

  30. In order to discover Waldo…….. We have found that through the connections made, we can just ask if there is someone or anyone interested in assisting or taking part in a meeting or workgroup or training or other activity. Seldom does anyone turn us down. Also, if a person will just tune in to other staff members and raise his/her consciousness, you can seek and find staff with immense creativity, great organizers, or innovators and busting with TALENT. So, our motto is *JUST ASK* Given a simple opportunity, Leaders Emerge!

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