In collaboration with United Way (via the Together Now program), APHSA’s Organizational Effectiveness (OE) team has worked with Monroe County’s Department of Human Services (DHS) since late 2021 on a collaborative, multi-pronged project focused on strengthening internal organizational culture and increasing community engagement. This work has included foundational training on the Human Services Value Curve, support in the creation of a roadmap for change, leadership development with the Monroe County DHS’ administrators and executive teams, and support in facilitating a paradigm shift among the New York State Mandated Reporters from "reporter" to "supporter."
While this project was originally set for one year, with the overall goal to create a sustainable structure for improved outcomes, Monroe County’s DHS has invited our OE team back to Rochester, NY, several times to continue expanding the work. OE consultants Tina Wright-Ervin and Kim James are heading into their third consecutive year collaborating with the Monroe County DHS team. This is in no small part related to their dedication to understanding and supporting the needs of the people and communities they co-create with. Below are a few lessons learned from their work together.
Manage Changing Processes
Processes, even flawed ones, typically exist for a reason. They are designed to streamline operations, ensure consistency, mitigate risks, or achieve specific outcomes efficiently. Some processes, however, may become outdated, inefficient, or ineffective due to changes in technology, organizational structure, or other external factors. When this happens, individuals who are familiar and comfortable with the outdated process may become resistant to change.
Process changes may even introduce uncertainty and perceived loss of control when staff have past experiences of failed changes or lack of transparency in decision-making. Organizations must understand the underlying reasons for resistance and transparently address these concerns so that the organizations can navigate change more effectively.
Bridge Perception Gaps
The leadership team’s idea of organizational needs may not align with other staff’s ideas of needs. This perception of needs often varies between the leadership team and other staff members because of differences in perspective and roles within the organization. A leadership team typically comprises individuals responsible for strategic planning, decision-making, and overarching organizational goals. Their perspective is shaped by a macro view of the organization's direction.
On the other hand, frontline staff members are directly involved in day-to-day operations, customer interactions, and service delivery. Because they have a more immediate understanding of the organization's challenges and opportunities, their perspective is grounded in the realities of executing tasks, meeting customer demands, and overcoming operational hurdles. As a result, their perceived needs may revolve around resources, training, and process improvements that directly impact their ability to perform their roles effectively. The perspectives of leadership and staff members are different but equally valuable. Before any change can occur, organizations must bridge the perception gaps between staff and leadership through open communication channels and inclusive decision-making processes.
Be Adaptable
Adaptability extends beyond just the willingness to embrace change—it is a proactive mindset. Being adaptable means being ready to reassess strategies and plans and flexible enough to modify approaches as needed. A one-size-fits-all approach is ineffective in addressing an organization's complexities and evolving needs. As the scope of needs evolves, the approach should as well. This may require discovering or creating different tools or techniques tailored to the specific needs of the people served.
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Tina Wright-Ervin, Senior OE Consultant
Kim James, Assistant Director, Technical Assistance
Since 2005, APHSA’s OE team has delivered over 140 custom projects within 38 states to human services agencies and community partners. For more information on how your organization might begin this work, please reach out to Jen Kerr, Director of OE.