P&P February 2016

TODAY’S EXPERTISE FORTOMORROW’S SOLUTIONS

contents www.aphsa.org

Vol. 74, No. 1 February 2016

features

departments

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3 Director’s Memo

At a Human Services Tipping Point How leaders move from ideas to outcomes

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

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Reframing Public Support for Human Services How a new initiative is reengaging the public and building understanding for human service programs

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

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Dan Makelky, director of the Douglas County (Colorado) Department of Human Services

Racing to Achieve Pathways ’ Vision

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The Key to Unlocking a Stronger Workforce How the National Staff Development and Training Association is providing a resource for the human service field

Cover illustration via Veer

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February 2016   Policy&Practice