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Publications related to Organizational change

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.

Conversion to Integrated Employment: Case Studies of Organizational Change, Volume 1

Monograph 21

Case studies of organizations that closed a sheltered workshop or segregated program and replaced it with integrated employment or other community-based activities for individuals with disabilities. These monographs analyze the change process to help other agencies pursue a similar goal.

Pushing the Integrated Employment Agenda: Case Study Research in Washington State

Case Studies 15

This is the second in a series of publications highlighting findings from case studies in three states that are recognized as high performers in integrated employment. Respondents discuss their success and how they handled challenges.

Taking the Mystery Out of Customer Service

Institute Brief 18

With the current emphasis on universal access to employment services for all members of the community, the workforce development field needs to evaluate service delivery. A "mystery shopper" program is one of many evaluation tools available to ensure continuous quality improvement and customer satisfaction. This technique allows organizations to collect data on the experiences of One-Stop Career Center customers from the customer perspective. The brief includes a sample shopper questionnaire.

Characteristics of Effective Employment Services: The Consumers' Perspective

Monograph 31

This monograph reports findings from a study investigating the experiences of people with disabilities who used a state agency to find a job. Researchers found five key components to effective service delivery: agency culture, consumer-directedness, access to resources, quality personnel, and coordinated services.

ICI: promoting inclusion for people with disabilities