|CANCELLED: What are Employees Doing? How to Ensure They are Doing the Right Thing
|Sunday, May 25, 2014
|9:00 AM–9:50 AM
|W192b (McCormick Place Convention Center)
|Area: OBM/AUT; Domain: Service Delivery
|Chair: Donnie Michael Staff (Optimal)
|CE Instructor: Celina Lopez, M.S.
When embarking on the endeavor to design a successful behavior analysis private practice it is advantageous to examine different segments of the health care industry. Medical practitioners, as an example, experienced a momentous shift in their operating practices due to the introduction of universally accepted standards of practice and the involvement of third party funding sources. These key variables required practitioners to either join the ranks of large health care organizations (i.e., hospitals and medical research centers) or design and operate efficient private practices. Practitioners could no longer just deliver high quality health care in their community and expect their practice to survive. Just as the introduction of these variables required medical professionals to become knowledgeable of best business practices (e.g., finance, management, human resources), so too has the implementation of evidence-based practice guidelines for autism spectrum disorders (ASD) and health insurance reform made similar demands on professional behavior analysts. This symposium will show recent applications of Human Performance Technology (HPT) and OBM tools used to identify and address critical business issues at CARE, Inc., a California-based human service agency. The audience members will leave with a rudimentary understanding of how HPT can help managers improve productivity, develop and train valuable employees, and realize opportunities related to the performance of people.
|Keyword(s): OBM, performance, staff training
What Are Employees Doing? Measuring Performance and Providing Feedback
|DONNIE MICHAEL STAFF (Optimal)
An objective and reliable performance measurement system is one of the most important components of a well-designed organization. Effective measurement systems track key measures across all parts of your company including financial, customer, internal-business-process, and employee learning & growth. They also help connect these organizational components, thus ensuring that they operate in concert with one another. This allows management to monitor, maintain, and improve performance on an ongoing basis. These measurement systems provide the basis for performance feedback at all levels of the organization. Being able to rely on your managers’ ability to support and guide your employees’ performance is of the utmost importance to the vitality of your company. In this presentation, we will describe how Optimal and CARE, Inc. partnered in the design and implementation of a performance measurement system that (i) pinpoints valuable employee performance, (ii) provides managers with objective and consistent performance measures of their direct reports, and (iii) guides managers through the delivery of data-based performance feedback. The audience will leave with an understanding of what is required to design and implement a performance measurement system that consistently and objectively provides valuable performance feedback to the employees at CARE, Inc.
|Ensuring Treatment Fidelity
|BRIDGETTE BROOKS (CARE, inc)
|Abstract: Performance goals at all levels within an organization require some amount of training in order to be accomplished. Furthermore, optimizing teaching opportunities and producing maximum results will reduce overhead costs and increase customer satisfaction. Optimal and CARE, Inc. partnered to establish proven, effective training tools and procedures to equip their employees to provide consistent, high quality service. In order to ensure that their trainers and managers implement these tools confidently, we exposed them to both a classroom style workshop as well as coaching from Optimal performance management consultants as well as internal supporters at CARE. Along with CARE’s Director of Clinical Services (DCS), Optimal and CARE designed and customize staff training procedures and measurement tools to train clinical staff how to talk about CARE’s services, perform the services, and make decisions while implementing the services. This presentation will describe the design and customization process for creating staff training tools as well as the successes and challenges of implementing those tools into daily practices. Additionally, CARE’s DCS will describe future plans for continually implementing staff training iniatives. The audience members will leave with an understanding of what is required to design a comprehensive staff training program, what should be employed and avoided when implementing a staff training program and how CARE is planning to continually ensure treatment fidelity in the future.
|Implementation Tips and Quips
|CELINA LOPEZ (CARE)
|Abstract: The successful implementation of new processes and employee support tools requires diligent and thorough planning. Frequent process evaluation and revision is pertinent to the effective management of an ABA business. When evaluating and changing processes, it is necessary to take into consideration what the organization’s short and long term goals are, and what the organization’s visions is for the future. During this presentation CARE’s Executive Director will discuss what worked when implementing new processes and maintaining a new company structure in addition to discussing what didn’t work and what important lessons were learned. She will discuss how starting with the end result in mind and instilling oversight, feedback loops and quality control checks greatly assisted in the design of infrastructure that is currently maintaining critical processes within CARE. In addition, she will discuss the importance of selecting the right management personnel and how identifying potential management talent who align with an organization’s vision and culture is imperative. Finally, she will discuss the ways in which CARE’s partnership with Optimal has evolved over time and how that partnership allowed CARE to adapt to the ever-changing field of ABA, while adhering to funding requirements and ensuring that both best and ethical practices are followed throughout daily services delivery at CARE.