Policy & Practice | Summer 2023

closest to the problem to support creation of solutions that work n Community-led engagement n Have open, honest transparent conversations n Action after discussion n Seek out and listen to lived expertise n Helping to build transformative digital systems to improve outcomes n Holding our team accountable n Advocate for clients n Make sure community is empowered to be part of the entire process, not just at the beginning n Listening sessions n Recruit members into roles in our department. n Be accountable n Pay people for their feedback and make it less difficult for them to accept compensation n Get community voice involved in our policymaking process n Remember who we serve n Ongoing customer service feedback n Show up n Prioritize caretaker engagement n Solicit direct resident feedback. We need to know what we can do. n Meaningful engagement, not tokenism n Do my homework ahead of time n Listen, listen, listen

their benefits (income disregard, tax implications, benefits cliffs) n Allow the voice to speak from our communities n Centering and engaging family voices in a way that shifts power dynamics, so we’re not just extracting their stories and input, but also growing a force for change that is driven by and on the side of families, children, youth, and our communities n Train new human services leaders in myriad strategies to center and co-create service delivery with clients/communities n Equity in collecting responses from residents, with a special focus on collecting feedback from rural residents who can be forgotten or ignored in states with large metro areas n Make fathers visible n Add requirements to contracts to collect client feedback with compensation to program contracts n Check in more often and candidly with the partners we work with to serve participants of nutrition programs. Take the time to fully understand the pain points and what can be done n Always question if the “customer experience” conversation I’m having is directly informed by a customer

n Be present n Build the capacity of human services agencies to build true and authentic partnerships with parents, families, and youth n More research on my true community needs! And better communication on services availability in the community n Customer experience n Listen and show up n Prioritize feedback when planning n Authentically and consistently involving parents and caregivers in my organization strategic plan and delivery n Diversify ways to offer services n Continuous multiprong approach that engages local office staff, customers, policy, and leadership to better understand what we can do better n Listen first n Engage with federal decision makers to ensure that all voices are lifted up n Journey mapping n Human-centered design as a cornerstone of program development n Engage our military community to promote WIC and SNAP n Meeting people where they are and providing world-class service n Follow through and transparency n Identifying funding and opportunity to incorporate employment for individuals

2023

EVENTS

SCAN QR CODES FOR DETAILS

MAY 15−18

AAICPC Annual Business Meeting, Training Workshop, & Child Welfare Conference New Orleans, LA | aphsa.org/AAICPC/default.aspx

Thanks f Aending! See You Next Year Thanks f Aending! See You Next Year

INTERSTATE PLACEMENT

MAY 21−24 POLICY AND PRACTICE

National Human Services Summit

Baltimore, MD | www.aphsanationalsummit.com

AUG. 27−30 SNAP, TANF, & PROGRAM INTEGRITY

Economic Mobility & Well-Being Conference

Long Beach, CA | www.emwbconference.com

Information Technology Solutions Management for Human Services (ISM) and the Public Human Services Attorneys (PHSA) Education Conference & Expo

SEPT. 10−13 TECHNOLOGY & LEGAL OCT. 22−25 ORGANIZATIONAL EFFECTIVENESS

www.APHSA.org @APHSA1 T h e C a t a l y s t B L O G

Kissimmee, FL | www.ismconference.com

National Staff Development and Training Association (NSDTA) Annual Education Conference

Find the latest engagement opportunities with APHSA Visit https://bit.ly/APHSAevents

Pittsburgh, PA | www.nsdtaconference.com

Summer 2023 Policy & Practice 47