services for the underserved

Care-Driven Staff Transformation

In partnership with Daliah Heller, public health expert and friend, and a New York City-based public health organization, Services for the UnderServed, we conducted field research and designed a training for staff across over one hundred fifty of the organization's programs.

SUS Project_HMW.jpg

 

Context

Project Timeline: XX months, June 2017 to XX

Services for the UnderServed (S:US) is a non-profit human services organization that supports individuals by providing housing and health services in the Bronx, Brooklyn, and Manhattan. Each step of this work is done in close partnership with Daliah Heller who has spearheaded work in substance use services, policy, and research in New York City for the past two decades. Daliah Heller is principal of dhphp LLC, that provides organizations and institutions with public health perspectives and strategies on drug use, criminal justice, and social vulnerability.

S:US faces the challenge of merging a separate organization’s services and ways of working with theirs and retaining participants in some of their programs. The objective of our work is to align each clinician, case manager, counselor, front door staff, director, and program manager's every day practice with the principle that people use drugs to seek comfort. Substance use disorder is a chronic condition stemming from a previous trauma, and is not a moral issue or something to be criminalized.


 Management staff name metaphors for the activities, environments, interactions, objects, and users (AEIOU) of the kind of programs the want in the future.

Management staff name metaphors for the activities, environments, interactions, objects, and users (AEIOU) of the kind of programs the want in the future.

Discover

How might we report a clear picture of how things currently operate across programs?

 

Envision

What might transformation across programs look like?


 An individual who participates in S:US services contemplates their needs in a focus group.  

An individual who participates in S:US services contemplates their needs in a focus group.  

Numbers -03 CUT SMALL.png
 

Build

How might we design experiences for each staff member that make space for and sincerely connect their own values and purpose at work with the new drug use principles?

 

Sustain

How might we support management staff in maintaining new principles that found their team’s work?


WHAT'S NEXT?

 Our Services: How we can work together.