This session continues as C-6. Participants should attend both parts of the session. Program evaluation has traditionally emphasized consumer and external stakeholder satisfaction, while staff turnover and declining morale due to increasing job demands take their toll on an agency's ability to provide quality services. In this workshop, participants learn how one agency measured and examined staff satisfaction over a seven-year period and used the continuous quality improvement process to involve staff at all levels in making internal improvements. Human attributes and organizational practices that predict longevity, competence, and job satisfaction are examined from theoretical and practical perspectives.
Participants leave with concrete suggestions for recruiting and retaining workers.
This session continues as C-8. Participants should attend both parts of the session. As our society grows increasingly diverse, working with clients and staff from a variety of backgrounds generates questions and concerns about how to best develop a culturally competent workforce. Merely accepting cultural diversity in an agency is not enough. The constant challenge to deliver culturally competent services requires ongoing sensitivity to one's own biases, values, and beliefs regarding both clients and coworkers.