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Copyright, Mildred Smith, MM 2009. Social Service Environment Helping those in need access tangible resources Element of customer service Emotional content.

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Presentation on theme: "Copyright, Mildred Smith, MM 2009. Social Service Environment Helping those in need access tangible resources Element of customer service Emotional content."— Presentation transcript:

1 Copyright, Mildred Smith, MM 2009

2 Social Service Environment Helping those in need access tangible resources Element of customer service Emotional content Compassionate communications and understanding Potential for crisis intervention Copyright, Mildred Smith, MM 2009

3 Organizational culture and commitment Cost of implementing a telework program Worker safety Performance evaluation and productivity measurements Information security Copyright, Mildred Smith, MM 2009

4 Organizational identity and commitment Employee isolation Work home conflict Technology Copyright, Mildred Smith, MM 2009

5 Nonprofit budgetary limitation Resource expenses Salary limits Calls with high emotional content Need for immediate debriefing High call volumes Stress of feeling alone in answering calls Not all workers can telework Future hires understand expectations for telework. Copyright, Mildred Smith, MM 2009

6 Budgetary Limitations Calls with high emotional content High volume of calls Not all workers can telecommute Grants to supplement equipment cost. Reallocate savings from real estate and amenities Debrief as soon as possible Support staff in taking scheduled breaks Guarantee telework expectations with future hires Copyright, Mildred Smith, MM 2009

7 Qualified workers work one or more days a week from a home office. Workers calls are monitored electronically. Workers maintain call logs. Workers have multiple avenues for communicating with office staff. Written working agreements are used. The organization provides some equipment. The organization inspects the remote worksite. Copyright, Mildred Smith, MM 2009

8 CEO- Transformational Leadership Program Leaders Situational Leadership Copyright, Mildred Smith, MM 2009

9 Community Information Line (CIL) Information and Referral (I&R) Organizational Chart Copyright, Mildred Smith, MM 2009

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11 Evaluate telework program @ Three months Six months A year Consider What other jobs are suited to telework? Copyright, Mildred Smith, MM 2009

12 How we work Keeping pace Benefits Barriers Finances Copyright, Mildred Smith, MM 2009

13 Katz, R. N. (2001). Changing practices and new frontiers. New Directions for Higher Education, no. 115, Fall. Kowalski, K. B., Stonehill, J. A. (2004). Telecommuting troubles. Journal of the International Academy for Case Studies, Vol. 10, No. 6. Ling, Y., Simsek, Z., Lubkatkin, M. H. & Veiga, J. F. (2008). The impact of transformational CEOs on the performance of small- to medium-sized firms: Does organizational context matter? Journal of Applied Psychology, Vol. 93, No. 4, 923-934. Meadows, V. (2007). Veratile bureaucracy: A telework case study. The Public Manager, Winter, 26, 4. Kouzes J. M. & Posner, B. Z. (2003). 2 nd ed. The leadership challenge. San Francisco, Jossey-Bass. Masood, S. A., Dani, S. S., Burns, N.D. and Backhouse, C. J. (2006). Transformational leadership and organizational culture: the situational strength perspective. J. Engineering Manufacture, Proc. IMechE Vol. 220 Part B: Mello, J. A. (2007). Managing Telework programs effectively. Employ Response Rights J., 19:247-261. Miller, M. (2007). Transformational leadership and mutuality. Transformation, 24/3 & 4 July & October. Retrieved September 25, 2008, from EBSCOhost database. Nelson, A. C. (2006). Leadership in a new era. Journal of the American Planning Association, Vol. 72, No. 4, Autumn. Peters, P. & den Dulk, L. (2003). Cross cultural differences in managers support for home-based telework: A theoretical elaboration. International Journal of Cross Cultural Management: CCM; Dec, 3, 3. Prime, J., Johsen, K., Carter, N. & Maznevski, M. L. (2008). Managers perceptions of women and men leaders: A cross cultural comparison. International Journal of Cross Cultural Management, 8; 171.

14 Seven keys to leading innovative telecommuting programs, (2007). Interchangegroup. http://www.interchange- group.com/data/Seven%20Keys%20to%20Telecommuting%20Programs%20071107.pdfhttp://www.interchange- group.com/data/Seven%20Keys%20to%20Telecommuting%20Programs%20071107.pdf Sadler, P. (2003). Leadership. Sterling VA, Kogan Page. Senge, P. M. (1990). The fifth discipline. New York, Doubleday. Southard, S. (Ed), (2002). Recent and Relevant. Technical Communication 123, Vol. 49, No. 1. Stone, A. G. & Patterson, K. (2005). The history of leadership focus. School of Leadership Studies, Regent University. Retrieved August 2008 from http:www.regent.edu/acad/sls/publications/conference_proceedings/servant_leadership_roundtable/2005/pdf/stone_history.pdf. Taskin, L. Devos, V. (2005). Paradoxes from the individualization of human resource management: The case of telework. Journal of Business Ethics, 62: 13-24. Tayyaran, M. R. & Khan, A. M. (2007). Telecommuting and residential location decisions: combined stated and revealed preferences model. NRC Research Press. Tehrani, N. (2007). The cost of caring-the impact of secondary trauma on assumptions, values and beliefs. Counseling Psychology Quarterly, December; 20(4): 325-339. Thompson, P. A. (2004). Leadership from an international perspective. Nurse Admin Quarterly, Vol.28, No. 3. Pp.191-198. Lippincott Williams & Wilkins, Inc. Walumba, F. O., Lawler, J. J. & Avolio, B. J. (2007). Leadership, individual differences, and work-related attitudes: A cross-culture investigation. Applied Psychology: An International Review, 56 (2), 212-230. Watad, M. M. & Will, P. C. (2003). Telecommuting and organizational change: a middle-managers perspective. Business Process Management Journal; 9, 4.

15 Weaver-McCloskey, D., & Igbaria, M. (2003). Does out of sight mean out of mind? An empirical investigation of the career advancement prospects of telecommuters. Information Resources Management Journal, 16(2), 19-34, Apr-June. Webb, K. (2007). Motivating peak performance: Leadership behaviors that stimulate employee motivations and performance. Christian Higher Education, 6:53-71. West, M. D. (2005). Telework and employees with disabilities: Accommodation and funding options. Journal of Vocational Rehabilitation, 23, 115-122. Whittington, J. L. (2004). Corporate executives as beleaguered rulers: The leaders motive matters. Problems and Perspectives in Management, 3/2004.


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