Policy and Practice February 2019

TODAY’S EXPERTISE FORTOMORROW’S SOLUTIONS

contents www.aphsa.org

Vol. 77, No. 1 February 2019

features

departments

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3 President’s Memo

Leadership for a Generative Future

5 From the Field

Rulemaking that Works: Consensus by the Community for the Community

6 Locally Speaking

Critical Intercepts: Breaking the Cycle Through Multisystem Collaboration

7 Client Corner

Valuing Customer Experience in Human Services

Creating a Cultural Onboarding Experience Government leaders must learn to be resilient for citizens and their employees

24 Legal Notes

Attorney Perspectives of Child Protective Services “Legal Kidnapping”

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25 The 2020 Census: Concerns About

Undercounting and the Effects on Human Services

W 26 Technology Speaks It’s Time to Chat About Bots: Using Virtual Assistants to Deliver Real Value for Human Services 27 Association News APHSA: Our History 28 Julie Springwater Receives NSDTA Career Achievement Award 30 Staff Spotlight Raymond (Ray) Davidson, Chief Operating Officer Inside Back Cover: Our Do’ers Profile Nannette Bowler, Director of the Fairfax County (VA) Department of Family Services *Reprinted from the Winter 2015 issue of the Stanford Social Innovation Review

The Dawn of System Leadership* System leaders build relationships based on deep listening, creating networks of trust and collaboration

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Adaptive Leadership Q&A with Phil Basso on the evolution of APHSA’s Organizational Effectiveness Practice

Cover illustration by Chris Campbell

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February 2019 Policy&Practice