Safety net programs are administered by Human Services Agencies (HSAs) nationwide. As an internal service design and facilitation resource in San Francisco’s HSA, I managed and led the strategy, implementation and impact measurement of a six-month project to scale service design.
Role: Project Lead & Facilitation Lead
Challenge: How to improve clients’ and employees’ experiences, meet or exceed program mandates and create a structure for face-to-face communication across the Agency?
Strategy: I provided executives with a framework to develop the game plan (i.e., strategy, objectives, success metrics, timeline, milestones, values and team participants). We agreed on a six-month time frame and invited 38 coworkers to build out the game plan. They came from a dozen programs and seven different positions/professional perspectives. We met weekly to pitch project ideas to managers and executives with the commitment to spend less than eight hours prototyping, testing and measuring no/low cost ideas. Engaging the public and community partners with this phase of the project was unfortunately not possible.
Equity Considerations: Employees came from a variety of demographic backgrounds, job classifications and levels of power (formal and informal) to provide a more holistic understanding of the problem and ways to make improvements.
Outputs: We created 96 SMART goals to make bite-sized changes, involving minutes, hours or a full day’s worth of time. Participants implemented 83% of these goals.
– Reduced CalWORKS clients’ wait times on the phones (by 66%) and in the lobby (by 25%) at 170 Otis St.
– Reduced Medi-Cal clients’ wait times in the lobby (by 71%) at 1440 Harrison St.
– Reduced by two days the amount of time it takes to process paperwork in the In-Home Support Services Program.
– Created Kudos Boards (where employees publicly write appreciation for one another and post thank you cards from clients) in 170 Otis St., 1235 Mission St. and 1440 Harrison St.
– Held a retreat for employees from three separate programs prior to merging at a new one-stop service center.