Los Angeles County
Department of Children and Family Services (LADCFS)

Scope of Work:

Concerns from customers and citizen advocate groups prompted the Los Angeles County Department of Children and Family Services to conduct external and internal effectiveness reviews.  Some of the most glaring findings indicated the need to improve management effectiveness.  A new Director was hired and charged with improving operations and turning around this large and complicated department.  One of the first actions the new director took was to formulate a strategy and model of organizational effectiveness based on the Malcolm Baldrige Quality principles.

Accomplishments:

Sterling Institute was contracted to lead management and leadership development programs to educate and develop the senior managers in LADCFS.  Over 200 senior managers participated in an intense series of workshops and sessions designed to educate them about the expectations for this approach and their new role in the process. They each received feedback from confidential assessments as to their effectiveness, enabling them to create development plans for improvement.  The Director deemed the outcome of these programs to be a wonderful success and an effective beginning on their quality journey.