Intervention

CCA consultants completed a comprehensive assessment of the team, interviewing all employees, supervisors, and leadership. CCA’s findings revealed several inter-related issues. The department had lost 3 key staff members in the previous year. They were short staffed, overburdened and stressed. Supervisory staff did not have the authority to make much needed, in-the-moment decisions about work assignments and overtime. Most staff members felt isolated. They often worked in the field and had little opportunity to come together as a team.

CCA’s solution included several programs. Team members took part in multiple training sessions on improving communication and team building. Managerial staff participated in a 6-month coaching process to improve their supervisory skills, particularly communication and delegation. All team members participated in a stress management/resiliency training program.

Structural changes were made including replacing staff members who left, initiating all-team meetings, and including employees in decision making, in certain areas.