From there she went into quality assurance. She moved on to serve as Director of Youth Services for three years and has been at her current position for 3 years. In her presentation, she called attention to the personnel who are working in the One Stop Centers as well as the personnel who are contractors. Ensuring that employees are qualified and have the skills, experience and continuous training and education required to deliver the services that are expected is a key part of meeting performance requirements. She stressed the importance in providing the environment required for the personnel to be successful, including hours and supervisory requirements.
Communication is also key to the success of both the system and the success of the surveying piece.
There have been instances of this not happening between those making decisions and those implementing decisions. Performance data - we usually look at the aggregate. She has found that to continuously improve the system, it is important to look at data by offices and even narrow it down to personnel. Once identified, this can be dealt with by training, educating, etc. Flexibility in moving money and slots is not there anymore to accommodate a greater demand in one region because of the CAPS involvement.