P&P February 2016

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Vol. 74, No. 1

February 2016

contents

www.aphsa.org

February 2016

Policy&Practice

1

TODAY’S

EXPERTISE

FORTOMORROW’S

SOLUTIONS

departments

3 Director’s Memo Boldly leading through an ever-changing human service landscape 5 From the Field Leading change in workforce engagement: the Seattle Jobs Initiative 20 Legal Notes Mission: Improbable—Getting exonerated from a child sexual abuse conviction 21 Legal Notes The role of claims adjuster and defense counsel in human service litigation 22 Technology Speaks One and Done: The strategy and measures you need to make your call center work 24 Association News Updates from NDSTA and award presentations 25 Staff Spotlight Emily Campbell, director of organizational effectiveness 32 Our Do’ers Profile Dan Makelky, director of the Douglas County (Colorado) Department of Human Services

features

Cover illustration via Veer

At a Human Services Tipping Point How leaders move from ideas to outcomes Reframing Public Support for Human Services How a new initiative is reengaging the public and building understanding for human service programs Racing to Achieve Pathways ’ Vision The Key to Unlocking a Stronger Workforce How the National Staff Development and Training Association is providing a resource for the human service field 6 14 18 10