Program Implementation

Tips to Implementation: As agencies organize to support customers in work activities they should consider the degree to which they consistently support a message. In Riverside, customers continuously receive a message from staff and partners that emphasizes the benefits of work. Outside the message and mission, Riverside suggests that agencies remain flexible to the needs of their customers as becoming too structured detracts from an agency’s ability to serve and respect individuals. The agency also emphasizes a need to stay away from punitive communication, citing that customers respond best to flexible and positive support.

Keys to Success: The Riverside GAIN employment services team highlights several factors as keys to its success:

• Mission/Vision. Riverside has a clear mission and vision, which helps ensure that all staff work toward the same goals.
• Staffing. Riverside develops its staff and selects like-minded individuals who truly believe in the potential for customer success.
• Buy–in. Riverside sets its goals and takes steps to ensure a shared mindset throughout the agency, resulting in improved customer service and performance reinforced by training.