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Publications related to Agency managers

Effective Customer Service Delivery in Employment Support: Finding a Common Ground Between Guided and Self-Directed Service Delivery

Research to Practice 26

An ICI study analyzed the experiences of individuals who successfully found jobs through agencies and discovered five characteristics of effective employment services. This brief describes guided and self-directed approaches and provides recommendations for agency staff.

WIA and One-Stop Centers: Opportunities and Issues for the Disability Community

Institute Brief 13

This brief gives a basic overview of the act and examines its impact on the lives of people with disabilities as well as the systems and organizations that assist them.

A Benefit-Cost Analysis Model for Social Service Agencies

Monograph 26

Public policy demands that we look not only at the effectiveness of social service programs, but also at their efficiency-- the extent to which a program's benefits outweigh its costs. This monograph presents a benefit-cost analysis model that considers both monetary and non-monetary factors.

The Successes and Struggles of Closing a Facility-Based Employment Service

Research to Practice 20

A brief overview of findings from the Conversion to Integrated Employment monographs.

Bridges to Inclusion: Supports for Youth At-Risk with Disabilities

Roses and Thorns from the Grassroots: A Series Highlighting Organizational Change in Massachusetts

This brief reports what ICI learned during a collaborative project with Bridge Over Troubled Waters, a Boston-based agency that serves runaway, homeless, and other at-risk youth. The collaboration included research, staff training, youth training, and case consultation.

ICI: promoting inclusion for people with disabilities