Policy & Practice | Summer 2023

IN IT TOGETHER continued from page 45

n Ensuring that we are asking the correct questions, so we are getting the answers to the question. Letting participants know that we hear them and are here to assist n Fund local community efforts. One size does not fit all. n Stay focused on the actual needs n WIC includes fathers n Looking for ways to do more in every program we offer n Review what state rules and policies we can change to make access easier n More community awareness and eliminating unnecessary “red tapes” that are created by unrealistic aged system processes and policies n Increase outreach and expand the office through mobile intake within our community. n Listen and act n Awareness of actually being customer centric n Make “that’s the way we’ve always done it” a four-letter word n Disaggregating data, not being afraid to ask the challenging questions n Remove access barriers n Bringing clients into our decision making processes to share power n Remove processes that create barriers. n Show up for communities regularly instead of just when we’re asking them for something n Simplify application processes and implement new language access policies statewide n Bring the community to the table when making decisions n Educate about consumer insight research as applied to human services—both qualitative and quantitative n Not give up n Listen and support staff so they have time to listen n Bring people with lived expertise into all of our projects and initiatives as key drivers of the work n I will decline my next conference speaking opportunity and offer it instead to a member of my community n I am committing to find a solution to paying parents/community leaders for their expertise without it affecting

n Bringing back the human aspect to customer service by holding state agency contractors [accountable] who implement our programs n Define what human-centered design means for our organization beyond delivery of service n Involve communities in all aspects of the work—from planning to developing an action plan and execution. n Remove barriers and red tape that limit states’ innovation and creativity. Some demonstration projects need to be a standard. n Ongoing engagement and integration of voice and choice n Challenge our team: How can we share power with our participants? n Redesign the agency so that those we serve feel like honored guests n Rename/Rebrand WIC n Invite more fathers to the table n Listen closely n Going to tell my staff not to share what we hope to get done for them this fiscal year because, in the past, we have over promised—repeatedly n Help implement technology change to improve service delivery and access n Listen to widen our lens vs. narrowing our lens in making decisions. Add complexity. n Listening to understand n Remember they are people not numbers, and that I don’t need to know their story to empathize with their situation n Keep sharing and activating the right to relational integrity with the Community Bill of Rights n Solicit community voice and budget for compensation n Commit to assume fathers want to be involved vs. assume they do not n Continue to work for and stand with all individuals and communities n Every story matters and we will make and protect the time to listen and connect n Prioritize customer voice and be intentional to create a safe space to engage n Listen first. Check assumptions second. Integrate new knowledge into my mental model

n Inclusive design n Remember there are people at the end of all policy decisions n Create leadership development to accept the voice of truth n Encourage institutions to bring community leaders (more than one) into spaces like this n Work to shift the negative narrative and stigma regarding poverty that exists and is politicized. n Find new ways to facilitate listening sessions with executive leadership n Continue to engage through service, advocacy, volunteerism, and planning to improve awareness and delivery and education n Shifting away from thinking about the people we serve as “customers” toward seeing them as community members. n Being transparent in conversations and work collaboratively to empower families to reach fullest potential n Facilitate staff empowerment to create the space for them to interact and work with participants at a human level n Equity means all parents not just moms n Expand TANF beyond cash benefits and supportive subgrants. n To collaborate with those we serve around our improvement efforts and to ensure we have transparent data collection on meaningful outcomes n Engage staff with lived experience in meaningful way to help develop solutions and approaches for populations served. n I will insist on using pronouns to introduce myself and support my non binary community n Embed customer-voice, early, into every initiative n Pledge to implement ideas that help staff not lose sight of the needs of our residents n Bring technology and teach across urban and rural communities n Listen and support my staff so they have the resources they need to serve n Amplify fathers’ voices to increase inclusion n Listen and be present n Engaging fathers in a more authentic way

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