Title

Developing a Policy and Procedure Binder for the Polk County Resource Centers

Date

5-31-2018 8:00 AM

End Time

31-5-2018 10:00 AM

Location

WUC Summit Room

Session Chair

Angie Docherty

Session Chair

Patti Warkentin

Session Title

Leadership in Nursing: Process Improvement posters

Presentation Type

Poster session

Faculty Sponsor(s)

Angela Docherty

Abstract

The Polk County Resource Centers serve over 500 clients every quarter, connecting residents to financial, housing, social and health needs. Front desk personnel are responsible for providing references and screening clients for referral. The Resource Centers lack orientation and policies for front desk personnel, leading to delays in providing services for clients. The aim of this project was to streamline services for clients by designing a Policy and Procedural Binder and delivering an orientation to all Resource Center staff. A literature review, utilization of the Plan, Do, Study, Act Framework and close collaboration with Resource Center personnel led to the development of the Policy and Procedure Binder. The Policy and Procedure Binder was presented to the Resource Center staff with the encouragement to continuously review and revise the Binder as necessary. Preliminary results of the Binder have shown a reduction in the number of personnel needed to fulfill one client’s needs, thus decreasing client wait time.

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May 31st, 8:00 AM May 31st, 10:00 AM

Developing a Policy and Procedure Binder for the Polk County Resource Centers

WUC Summit Room

The Polk County Resource Centers serve over 500 clients every quarter, connecting residents to financial, housing, social and health needs. Front desk personnel are responsible for providing references and screening clients for referral. The Resource Centers lack orientation and policies for front desk personnel, leading to delays in providing services for clients. The aim of this project was to streamline services for clients by designing a Policy and Procedural Binder and delivering an orientation to all Resource Center staff. A literature review, utilization of the Plan, Do, Study, Act Framework and close collaboration with Resource Center personnel led to the development of the Policy and Procedure Binder. The Policy and Procedure Binder was presented to the Resource Center staff with the encouragement to continuously review and revise the Binder as necessary. Preliminary results of the Binder have shown a reduction in the number of personnel needed to fulfill one client’s needs, thus decreasing client wait time.