Reducing the Self-Created Workload: Making Room for a Wave of New Customers

Human Service Agencies across the country are grappling with a new wave of customers seeking support—many for the first time—due to the COVID-19 health crisis and subsequent economic downturn.

If Not Humans, Then What’s At the Center?

188 million results. This is the number of hits you get when you Google “Human-Centered Design.” While obviously very popular, I have to wonder, “just how did we get so far off course that we need to be reminded to keep the humans who use our technology at the core of our design?”

What Public Managers Can Learn from the Ventilator Shortage

Every work system has its point of constraint, and that's the place to focus on to increase the organization's capacity. You're only as good as your weakest link.

Eliminate Blind Spots to Improve Safety: More Eyes More Often

When the press writes about failures in the child welfare system, the tragedies are unique, but the pattern is often all too familiar. A family has been involved with the agency multiple times, signs of risk were missed, and the result is significant harm or even death. It’s hard to read about a set of [...]

The Fen-Phen Phenomenon is Killing Our Children

We all agree child welfare in our world is not as healthy as we would like it to be. No one wants to see vulnerable children at risk, but it seems like every attempt to get healthier isn’t working, and we are all clinging to the hope that the next thing we try will be the real deal.

CCWIS – A Call to Action to Increase Capacity

There are several key opportunities to include in your complete plan for CCWIS implementation to drive improved outcomes and increase capacity.

Never Get Behind Again: Old Thinking Through a New Lens

Break free of backlog by focusing on one-day timeliness.

The Dark Side of Accountability

Ken Miller draws from his latest book to explain how management-by-fear accountability systems rarely work and produce devastating side effects.