A new perspective on client service: From on-the-job to structured competencybased training. The University of Wollongong Library experience,a descriptive case study

Abstract

Skilled and knowledgeable staff equipped to respond to change is a key learning and growth goal of the University of Wollongong Library. But how do front line staff develop and maintain their client-centred service skills and behaviours? How do they manage the myriad of diverse needs and expectations from a constantly changing student population, within a volatile technological environment? By challenging established approaches to service delivery training, it was possible to demonstrate a need to be more adaptable and responsive. We recognized that earlier approaches such as on-the-job training were no longer adequate. In 2009 the University of Wollongong Library introduced competency-based training. This represented a new approach to staff training and an opportunity for renewal. Numerous factors contributed to this decision, with the overarching goal being to keep our staff on the cutting edge of service delivery. A systematic approach was used that involved researching competency-based training ideologies; identifying core client service skills, knowledge and behaviours; identifying learning outcomes; developing module content; identifying assessment criteria; and programme delivery.     

The Reality of Social Inclusion Through Digital Government

SUMMARY

Over the past few years, there has been much debate over the effectiveness of digital government. This paper addresses the strategic value and the effectiveness of digital government where it concerns enhancing citizen participation and social inclusion. It involves examining four specific facets of “effectiveness”–including: the view of management and ICT strategists; social and cultural implications; the implications of digital inclusion/exclusion and e-readiness upon social inclusion; and the citizens' view of the success of digital government in enhancing public access to information and transparency–based on a pilot study of digital government initiatives by local government in New Zealand.     

Entrance and Exit from the Military

Abstract

The literature that addresses the reasons for entering military service is limited and generally does not report on the experiences of ethnic minority populations. This article reports on findings from a qualitative research study that examined health utilization and health status for a sample of 86 American Indian and Alaska Native veterans. The study generated data that provide interesting insights about the reasons for entering military service and experiences post discharge for this population. The data indicate that cultural material plays a significant role in the decision to enter the military and in the reentry experience of the veterans who participated in this research study. The analysis supports the proposition that despite the diversity that characterizes the American Indian and Alaska Native experience, there are overarching values and belief systems that are held in common across tribal communities which influence the social construction of life and the interpretation of life events.     

Community Based Rural Health Care in India

SUMMARY

India is a large country, geographically as well as popula-tionwise. The majority of its population lives in rural areas, i.e., villages. Again, most of the villages are in remote areas. The State has been making sincere efforts to make the basic social services accessible to all in the rural area. Health being one of the vital services, it has been a challenging task before the State to extend it to the remote rural areas, many of which are not yet connected by motorable roads. As a result of various experiments carried out over the last five decades, the State has developed a fairly well-designed primary health care service, and it is in operation in rural areas. However, there appears to be a striking gap between the delivery of health services in rural areas and utilization of the services by the people. Attempts have been made in this article to apprise the readers of the health service system in India, and it discusses the issue of health service delivery at the village level. The discussion is based on a small study carried out in a rural area in the State of West Bengal (India) where students of social work of the University to which the author belongs are placed for field work. Following the inputs received through supervision of the students' work, the study was initiated and conducted.

This article based on the study seeks to focus on peoples' perception of the health services as provided by the State in rural areas, which in turn gets reflected in the extent to which they utilize the services. Social workers being an integral part of the health set up, their role bears special significance. Discussion, therefore, centres on scope for social work intervention at the community level as well as in institutional level of the health service delivery system to make the services meaningful and effective in rural areas. In fact, it has to take the leadership role in reforming the service delivery system when required.     

Policy Implications of Supporting Women of Color in the Sciences

ABSTRACT

This research suggests that, contrary to popular perception, there exists a pool of women of color with avid interest in science, and the academic skills to pursue that interest. It further suggests that these women, if given the support necessary to persist in science, will choose careers that address many other needs, domestic and international, including schooling and science education; rural and urban health care, public health and medical research; the environment; and other public service fields. Investing in the retention of high-achieving women of color in science yields returns on multiple levels. This conclusion is based on a study of high-achieving women of color interested in studying science, and an evaluation of a university enrichment program for science students of color.     

上海人口空间移动与公共管理和服务资源配置研究

上海常住人口密度呈“四级阶梯下降”态势,中心城区人口向周边区域扩散,少儿人口减少、老年人口增加,不同年龄结构人口居住空间出现分化,人户分离现象严重,外来常住人口呈现“市少郊多”和“西高东低”格局,境外人口空间集聚明显。上海人口空间移动,对教育、医疗、体育、文化、社会保障等社会公共资源配置产生重要影响。应根据上海人口空间移动和不同类型人群需求特征,坚持“以人为本、统筹规划、平衡发展、均等服务、持续发展、高效利用”的原则,创新工作思路,对公共资源配置进行合理规划,促进人口和社会事业协调发展。     

国内外社会信用奖惩机制对上海的启示

上海社会信用奖惩机制进一步完善的方向:要完善"一处守信,处处受益;一处失信,处处受制"的社会诚信体系;要更新和完善信用立法及相关管理制度;要大力推动公共联合征信平台的建设、完善和推广应用;要积极培育和壮大信用服务业。     

上海与北京服务业发展的比较优势分析

采用改进的综合优势指数,对上海与北京服务业发展进行比较分析,研究发现：与全国平均水平相比,上海与北京服务业均具有规模和效率优势,两个城市相比,北京服务业更具有规模优势,上海服务业更具有效率优势;上海服务业发展趋向贸易金融型,北京服务业发展趋向多元化混合型;上海与北京服务业均存在动力不足的困惑,近年来上海与北京服务业相对于全国的效率优势均在持续下降,实现规模和效率双增长的服务行业不多。上海应采取措施提高服务业生产率,大力发展生产性服务业,加快形成以服务经济为主导的产业结构。     

What Do Men Want?

Abstract

Men play a key role in determining good sexual health outcomes for themselves and their sexual partners. However, many interventions and much of the programmatic focus and effort in reproductive and sexual health care delivery, are focused on women. This paper shows how international goals for development (the Millennium Development Goals), and international agreements on population and development (such as that agreed at the International Conference on Population and Development, Cairo,1994) cannot be met without the full and active involvement of men. We argue that achieving international goals and targets requires more than simply encouraging men to take more responsibility for their actions, it requires a detailed understanding of men's own concerns in the field of sexual health and a commitment to address those concerns to achieve better sexual health for all.

Using examples from south Asia, the paper explores the evidence surrounding the burden of men's sexual ill-health in the Region. We find that while public health programmes are (rightly) focused on controlling HIV (and sexually transmitted infections to some degree), evidence from population-based surveys of men across south Asia shows that men are most concerned with ‘psycho-sexual conditions’ including discharge syndromes, weakness, and erectile dysfunction. There is evidence that some of these conditions may be linked to higher rates of risk-taking and gender-based violence in some men. We further review patterns of care seeking for men reporting these and other sexual health problems.

We conclude that the challenges facing public health professionals are how to ensure that men receive interventions which are appropriate (and affordable and accessible and of high quality) for addressing their own sexual health concerns whilst also meeting wider public health goals of improving population levels of sexual and reproductive health.     

Parents' Definition of Effective Child Disability Support Services: Implications for Implementing Family-Centered Practice

The current study examined parents' perspectives of services within a community-based childhood disability program in the process of enhancing the family centeredness of its services. Qualitative interviews were conducted with 39 mothers and 22 fathers approximately 18 months after entering the service delivery system. Parents reported that effective service delivery requires service coordinators with interpersonal and practice skills working within an adequately resourced service system that has policies and procedures that are responsive to family needs. Parent feedback was congruent with the principles of family-centered practice and has important implications for the implementation of family-centered services.