Excellence in Human Services Management - Case Study Example

EHSA is facing many challenges, which is emanating from the conduct of its employees. The challenges may hinder the agency from realizing the positive results which it wants to deliver to the people since employees are the agents.One of the issues affecting the organization is the lack of commitments among its staff to serve the people. Customer care services are very poor making some clients go back unattended. This is very dangerous for the existence of the agency. Secondly, the organizational staff is breaching the confidentiality of client information.

In many cases, the workers have openly compared clients' information; a practice that is unlawful and punishable. Therefore, the current stage of the agency is below in the inter-organizational process. Hence, there is much more that agency management needs to do in order to rescue the situation.Many methods and strategies that the agency can use to improve its services and to realize success in all that it does exist and can be put to use. One of the methods is improving customer care service to the level of clients' needs and expectations (Woodside & McClam, 2014).

Currently, the agency frustrates clients, and most of them go back without being given the attention they demand. Hence, there is a need to restructure personnel who frustrate clients and inform them of the expectation. This may be done by offering training services in areas related to customer service and advising them on the importance of clients to the agency (Rosenthal, 2012).Secondly, the agency can develop a privacy policy aimed at cautioning its employees and giving guidelines in relation to privacy (Rosenthal, 2012).

There are many laws that protect individuals or patients' confidential or medical information from unauthorized individuals. Developing a privacy charter will help and stop employees from sharing clients' information and spell consequences for the offenders. Employees should also be notified about the importance of maintaining clients' confidential information to enable them to escape being arrested should clients report.Lastly, management should take the lead and supervise the performance of employees.

Supervision will be necessary for making the agency realize success since it will coordinate and correct areas of weakness. Similarly, it will put lazy employees on their toes and push them to deliver. Through this, the organization will realize its goals.