Front Line Service Delivery
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Break Through
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Author :
language : en
Publisher:
Release Date : 2014
Break Through written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014 with categories.
Understanding The Frontline Experience
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Author : Emilie Sia
language : en
Publisher:
Release Date : 2011
Understanding The Frontline Experience written by Emilie Sia and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with Civil service categories.
Understanding Officials Perspectives On The Effectiveness Of Frontline Service Delivery Monitoring In Improving Service Delivery In The Gauteng Department Of Home Affairs
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Author : Dineo Anna Mmako
language : en
Publisher:
Release Date : 2018
Understanding Officials Perspectives On The Effectiveness Of Frontline Service Delivery Monitoring In Improving Service Delivery In The Gauteng Department Of Home Affairs written by Dineo Anna Mmako and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018 with Labor turnover categories.
Development Of A Training Program For Frontline Service Employees Improvement Of Student Services
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Author : Debbie S. Persaud
language : en
Publisher: Universal-Publishers
Release Date : 2005-11-04
Development Of A Training Program For Frontline Service Employees Improvement Of Student Services written by Debbie S. Persaud and has been published by Universal-Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-11-04 with Business & Economics categories.
Frontline employees represent the bloodline of an organization. This applied dissertation focused on development of a training program to improve skills necessary for quality student-customer service. Six research questions were answered. First, what skills are required to enhance customer service satisfaction? Second, what are employees' perception of attitudes and expectations relative to delivery of goods and services? Third, what action is required to improve employees' performance to effect customer satisfaction? Fourth, what content-- knowledge, skills, and procedures--are necessary for inclusion in the training plan? Fifth, how can training best be structured and developed to improve the necessary skills? Sixth, how and by whom should the plan be implemented, and if implemented, how should it be evaluated? The development problem-solving methodology was used to answer the research questions. Additionally, a Frontline Service Employees' Perceived Training Needs Survey was administered to gather information relative to the recommended training program. The research questions were answered through procedures that involved formative and summative committees' examination of the program content, format, design, and evaluation method. The final project was a recommended frontline service employees training program. Conclusions drawn from the study revealed the following: (a) a training program should be implemented to enhance skills required for better student-customer services within the organization; (b) a training program for frontline employees should include skills pertaining to active listening, trust and rapport, telephone etiquette, problem-solving and conflict resolution, and clear understanding and knowledge of the organization's policies and procedures; (c) trainees should have the choice and flexibility of mode of instruction and location of training; and (d) an evaluation plan should be established posttraining to ensure that quality and program objectives are continuously being met. The recommended training program was submitted to the leaders of the organization who have the authority to approve its implementation.
Frontline Delivery Of Welfare To Work Policies In Europe
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Author : Rik van Berkel
language : en
Publisher: Taylor & Francis
Release Date : 2017-06-27
Frontline Delivery Of Welfare To Work Policies In Europe written by Rik van Berkel and has been published by Taylor & Francis this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-06-27 with Political Science categories.
Welfare-to-work or activation policies refer to programmes aimed at promoting the employability, labour-market and social participation of benefit recipients of working age. Frontline workers delivering these policies are conceived of as policy implementers, as policy makers, and as actors mediating politics in an arena where conflicting interests are at stake. Frontline work plays a crucial role in determining what welfare-to-work practically means and how it affects the lives of the people it targets. Yet few books have deliberatively focused on comparing what happens when frontline workers, some of whom are professional social workers, meet clients. Pioneering the provision of scholarly reflections on both theoretical and policy relevance of studying frontline practices of delivering activation, internationally renowned researchers present the first comparative analysis of how activation policies are actually delivered by frontline staff in selected EU countries and in the United States. In trying to understand and interpret frontline practices in activation, each contribution provides insights into what ‘activation in practice’ looks like, what services are provided and how they are enacted. This involves examining processes of client selection, monitoring, sanctioning and motivating, as well as the role of external service providers. This book is an important acquisition for scholars and researchers of social policy, public administration, public management, social work and policy implementation.
Decision Making And Healthcare Management For Frontline Staff
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Author : Russell Gurbutt
language : en
Publisher: CRC Press
Release Date : 2018-04-19
Decision Making And Healthcare Management For Frontline Staff written by Russell Gurbutt and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-04-19 with Medical categories.
Do you want to be a part of a service that puts service users' needs first? Do you want to understand the complexity of workplaces that can seem to stand in the way of achieving this? Do you want to develop your decision-making skills to help you make realistic, relevant decisions that put the service user first? Do you want to develop a strategic perspective whilst still being able to attend to the detail of service delivery? If the answer to these questions is 'yes', read this book. To be actively involved in decisions - and to avoid becoming passive spectators to decisions imposed from outside - service delivery staff need strong decision-making skills and strategic awareness. Decision Making and Healthcare Management for Frontline Staff helps provide the thinking space needed by service providers to ensure that the service user's experience remains the core focus and purpose. It leads readers through a series of reference points to help them reflect upon and understand their own clinical situation, the factors that shape decisions made within it, and how they can actively engage with that process. The book will be essential reading for frontline healthcare staff and managers in all specialties who wish to understand factors in health service delivery beyond their own immediate professional interests and engage actively with them to shape decisions. It also provides educators with a practical framework of six learning units around which healthcare management teaching and learning modules can be designed, and discussions and reflection can be held. This is not just another book. Russell Gurbutt has managed in this short book to look at health service management from a multitude of perspectives in an original and creative way. This is not a stuffy text book, but is written in a very personal style to the reader. I recommend this book to all health professionals, whether at the beginning of their career or those who need a fresh insight into their own managerial position, as well as educators who may want to use the coffee break exercises with their students. - From the Foreword by Pat Donovan
Break Through
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Author :
language : en
Publisher:
Release Date : 2014
Break Through written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014 with categories.
Front Line Service Delivery Under The Child And Family Services Act
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Author : Ontario. Ministry of Community and Social Services
language : en
Publisher:
Release Date : 1985
Front Line Service Delivery Under The Child And Family Services Act written by Ontario. Ministry of Community and Social Services and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1985 with Child welfare categories.
Making Public Policy Decisions
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Author : Damon Alexander
language : en
Publisher: Routledge
Release Date : 2014-12-05
Making Public Policy Decisions written by Damon Alexander and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-12-05 with Political Science categories.
To understand public policy decisions, it is imperative to understand the capacities of the individual actors who are making them, how they think and feel about their role, and what drives and motivates them. However, the current literature takes little account of this, preferring instead to frame the decisions as the outcomes of a rational search for value-maximising alternatives or the result of systematic and well-ordered institutional and organisational processes. Yet understanding how personal and emotional factors interact with broader institutional and organisational influences to shape the deliberations and behaviour of politicians and bureaucrats is paramount if we are to construct a more useful, nuanced and dynamic picture of government decision-making. This book draws on a variety of approaches to examine individuals working in contemporary government, from freshly-trained policy officers to former cabinet ministers and prime ministers. It provides important new insights into how those in government navigate their way through complex issues and decisions based on developed expertise that fuses formal, rational techniques with other learned behaviours, memories, emotions and practiced forms of judgment at an individual level. This innovative collection from leading academics across Australia, Europe, the United Kingdom and North America will be of great interest to researchers, educators, advanced students and practitioners working in the fields of political science, public management and administration, and public policy.
Preparing The Next Generation In Tanzania
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Author : Arun R. Joshi
language : en
Publisher: World Bank Publications
Release Date : 2015-06-19
Preparing The Next Generation In Tanzania written by Arun R. Joshi and has been published by World Bank Publications this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-06-19 with Education categories.
Tanzania aims to reach middle income status by 2025. Since the country's economic growth will increasingly require workforce with postsecondary training and skills, the education system needs to close systemic gaps and inefficiencies at the root of its current undeperformance.