Copyright, Mildred Smith, MM 2009

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

Organizational culture and commitment Cost of implementing a telework program Worker safety Performance evaluation and productivity

measurements Information security

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Organizational identity and commitment Employee isolation Work home conflict Technology

Copyright, Mildred Smith, MM 2009

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

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

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

CEO-Transformational Leadership

Program LeadersSituational Leadership

Copyright, Mildred Smith, MM 2009

L ineA ss is ta n t

O p era to rT e le w o rker

O p era to rT e le w o rker

O p era to rT e le w o rker

O p era to rIn -o ff ice

O p era to rIn -o ff ice

L ineS u p erv iso r

M a na g er

D ire c to r

Community Information Line (CIL)Information and Referral (I&R)

Organizational Chart

Copyright, Mildred Smith, MM 2009

T e le w o rkero p e ra to r

T e le w o rkero p e ra to r

T e le w o rkero p e ra to r

T e le w o rkero p e ra to r

T e le w o rkero p e ra to r

T e le w o rkero p e ra to r

T e le w o rkerC o o rd in a to r

P h on e R o omo p e ra to r

P h on e R o omo p e ra to r

P h on e R o omo p e ra to r

P h on e R o omo p e ra to r

P h on e R o omo p e ra to r

P h on e R o omo p e ra to r

P h on e R o omC o o rd in a to r

M a na g er

D ire c to r

Copyright, Mildred Smith, MM 2009

• Evaluate telework program @• Three months• Six months• A year

• Consider• What other jobs are suited to telework?

Copyright, Mildred Smith, MM 2009

How we work Keeping pace

Benefits Barriers Finances

Copyright, Mildred Smith, MM 2009

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