Organizational Effectiveness – Meet the Team

Contact Us

APHSA Organizational Effectiveness
1300 17th Street North, Suite 340
Arlington, VA 22209

General Phone Line: (202) 682-0100
Email: oeinfo@aphsa.org

Want to know more?

Take a look at the overarching lens and guiding principles used in our OE practice.

OE Team Members

The Organizational Effectiveness (OE) staff of APHSA is here to help you! Find out more about each of our staff members that make up our OE team!

If you are not sure of whom to contact, please feel free to contact us and your e-mail will be forwarded to the correct staff member.


Jen Kerr

Director, Organizational Effectiveness jkerr@aphsa.org

Jen Kerr is the Director of Organizational Effectiveness (OE) for the American Public Human Services Association (APHSA). Jen brings over 18 years of Organizational Effectiveness Consulting, Curriculum Development and Training System Design, and Continuous Quality Improvement experience in supporting health and human service agencies across the country. As part of APHSA’s OE team, Jen has assisted with the facilitation of over 120 improvement projects in 30 states including many localities. Jen also co-leads APHSA’s workforce well-being and health strategy through its development as a component of OE technical assistance.

Prior to coming to APHSA, Jen began her career at the Philadelphia Department of Human Services and spent 12+ years with the University of Pittsburgh, School of Social Work’s Pennsylvania Child Welfare Resource Center. Since joining APHSA, Jen has been the liaison to the National Staff Development and Training Association, an affinity group of APHSA. When not working, Jen spends most of her time at her daughters’ basketball, soccer and lacrosse games and supporting her local community through numerous volunteer efforts.


Natalie Williams

Consultant, Organizational Effectivenessnwilliams@aphsa.org

Natalie Williams

Natalie Williams is an Organizational Effectiveness Consultant with the American Public Human Services Association (APHSA) and a human services expert with over 18 years of experience in the field.

In her current capacity, she serves human service and health provider agencies in both the nonprofit and public sectors by directing them through the industries best practices and allow them to be nimble enough to change, manage the process and improve the overall daily functions of their organization.

Her varied experiences and knowledge allowed her to lead the Jefferson County Department of Human Services to be recognized as an “Employer of Choice.” As an innovative strategist, Natalie has directed projects that have resulted in better delivery of services to communities and better internal operating practices for the agency. Other initiatives she has guided include, Child Welfare TANF system integration, Child Welfare Staff Development, Workforce Development and Head Start Service Delivery. She has expertise in the development and maintenance of company wide leadership and training opportunities for employees, incorporating diversity, inclusion and equity principles, identify and evaluate health equity issues and outcomes, and managing the daily operations of a site based human services agency.

Natalie is also proven critical thinker who is results oriented. She utilizes her multi-sector experience to assist organizations in developing initiatives to meet the agency’s goals. Natalie’s passion for developing leaders in organizations that serve the most vulnerable populations and communities is evidenced in her work and the outcomes.

In addition to being an excellent resource for human services organizations, Natalie is a wife and mother who loves to travel with her family and explore new places and cultures.


Kimberly James

Consultant, Organizational Effectivenesskjames@aphsa.org



Kimberly James is an Organizational Effectiveness (OE) Consultant with the American Public Human Services Association (APHSA). Kimberly has 25 years of experience within the health and human services field with a concentration in child welfare. Kimberly has served in leadership roles in both the public and private provider sectors, serving as the Director of a foster care and adoption agency as well as the Director of a children and youth agency. Kimberly has years of positive experience facilitating change management and other organizational development activities for health and human services agencies utilizing APHSA’s DAPIM™ model. Kimberly has also participated at every level in the federal Child and Family Services Review and other formalized Quality Assurance (QA) processes. Kimberly has both Bachelor and Master of Social Work (BSW) degrees and is a licensed social worker (LSW) in the state of Pennsylvania.


Alexander Figueroa

Consultant, Organizational EffectivenessAFigueroa@aphsa.org

Alex brings over thirteen years of experience in training facilitation in child support, leadership, and professional development to the APHSA OE team. He’s experienced in delivering comprehensive training and specialized workshops at various state, regional, and national conferences. Prior to joining APHSA, Alex was the Manager of Human Services Initiatives at the Institute for Families (IFF), Rutgers School of Social Work. In that capacity, he managed the staff at the New Jersey Child Support Institute (NJCSI).