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Annotation: Customer service is an inherent element of public health practice across settings. “Customers” not only include patients or clients receiving direct services, but also our partners in other organizations and co-workers within our own agency. This three-part webcast training series demonstrates how public health managers and other professionals can contribute to the development of a culture of customer service within their organization, including a focus on mission, effective communication, and quality improvement processes. This third and final segment features Dr. Geneva Williams, CEO and Founder of New Season Consultants & Collaborators, LLC, who shares insights into quality improvement and measurement of customer service.

Learning Objectives: • Discuss the role of assessment and quality improvement in public health customer service (5.3.2, 5.3.9)

Continuing Education: 1.0 Nursing Contact Hours, 1.0 CHES Category I CECH, Certificate of Completion

Annotation: Customer service is an inherent element of public health practice across settings. “Customers” not only include patients or clients receiving direct services, but also our partners in other organizations and co-workers within our own agency. This three-part webcast training series will demonstrate how public health managers and other professionals can contribute to the development of a culture of customer service within their organization, including a focus on mission, effective communication, and quality improvement processes. In this second part of the series, Dr. Geneva Williams, CEO and Founder of New Season Consultants & Collaborators, LLC, elaborates on strategies for managers to use to encourage customer service in public health settings. This session was originally filmed on July 27, 2015 at the Wayne County Health Department.

Learning Objectives: • Identify strategies to cultivate a culture of customer service

Continuing Education: Pending

Annotation: This archived webinar introduces a comprehensive self-assessment tool that helps Title V agencies assess health reform-related activities in states. The tool can help define a state's capacity and opportunities to leverage existing MCH skills to drive health transformation - in all its forms - for MCH populations. Iowa recently completed the tool and had this to say: "This tool was helpful for us to think about how Iowa's Title V program interfaces with the health care reform activities going on in our state. It helped us identify areas of strength and provided direction on important next steps as we move MCH forward post ACA implementation. Hopefully, other states will use the tool to ignite conversations in their states".

Annotation: The MCH Navigator, funded by MCHB at Georgetown University, is a learning portal that provides access for state and local MCH professionals to free, competency-based online trainings to meet professional development needs and ensures that the Title V workforce has the knowledge and skills to address the needs of the MCH Community. This webinar, provides an overview of new and familiar features of the new Navigator website and explains how professionals can access learning opportunities directly through the site and how departments and organization can use the Navigator to encourage and track staff development.

Learning Objectives: • Understand the history of the MCH Navigator, how it assists in learning the skills needed for being a member of the Title V workforce, and learn about new key features of the website. • Learn how to identify specific MCH Navigator trainings and resources based on individual needs. • Learn about the MCH Navigator's Self-Assessment tool and how to develop a customized learning plan for success. • Understand how the MCH Leadership Competencies and the Public Health Core Competencies assist is structuring your learning needs both in the MCH Navigator and through HRSA TRAIN.

Annotation: This collection of over 45 learning opportunities (ranging from introductory to advanced), gathered by the MCH Navigator, presents trainings and resources to assist Title V staff and grantees with understanding and implementing quality improvement initiatives. Resource include: (1) references and tools; (2) quick study YouTube videos; (3) trainings and short Web tutorials; (4) resource organizations; (5) journal articles and white papers; and (6) selected state examples.

Annotation: This is the final training in a six-part series designed for public health and/or mental health professionals who oversee health programs and services for adolescent girls and women of reproductive age. It brings together the content of the earlier modules in the series to show the complete model of the integrated approach with all of its component parts. It also has suggested exercises for learners who would like to think about how some of the concepts learned in the training series might be relevant to their own professional settings. It is strongly recommended that users complete the modules in the series in sequence. To see a complete listing for the series please go to the Training Series section of this site. The Women's Integrated Systems for Health (WISH) Online Training Series focuses on key components of an integrated approach to promoting the health of women during late adolescence and throughout the child-bearing years. This training series arose from the need for practice-based tools that advance multi-disciplinary partnership, community engagement and using evidence-based approaches grounded in proven theoretical models. Women's Integrated Systems for Health (WISH) was a training grant funded by the Maternal and Child Health Bureau and the Bureau of Health Professions in the Health Resources and Services Administration (HRSA) in 2010-13 with a partnership between the NC Institute for Public Health and the Department of Maternal and Child Health at the UNC Gillings School of Global Public Health and the UNC Center for Maternal and Infant Health at the UNC School of Medicine. The project focused on promoting integrative community approaches to optimize mental and physical health among adolescents and women of reproductive age.

Learning Objectives: • Describe how various components such as evidence-based practice, a public health approach and partnership come together to form an integrated approach to women’s health issues. • Cite 3 examples of how an integrated approach made an impact in real life situations. • Identify 3 specific actions which can be taken to apply some of what has been learned in this training series.

Annotation: In this short course, Marty Galutia describes quality improvement concepts and how to apply them to improve processes and systems. The presentation reviews the reasons why quality improvement is sought, the process considered broadly, and provides information specific to the Kano Model of Quality. The roles of customers and consumers in QI also are considered. Interactive exercises are built into the presentation throughout.

Special Instructions: Registration to TRAIN is required. After logging in, the course can be accessed by entering the course id (1025091) into the “Search By Course ID” box on the right side of the landing page. On the next page, click on the "Registration" tab and then click on "Launch."

Annotation: This course is designed for leaders and professionals who work in public health. The goal is to provide them with an awareness of quality improvement and how it can be used in public health to "work smarter, not harder". There are four sections in this course: Section 1: CQI Myths Section 2: Brief Overview of CQI Section 3: Incorporating CQI into Organizational Culture Section 4: Demonstrating How CQI works in Governmental Public Health – A Case Study

Learning Objectives: • Describe three common myths of CQI and the corresponding reality. • Define continuous quality improvement and how it can be used to enhance organizational performance. • Describe common characteristics of CQI. • Describe the elements needed for an organization to successfully implement and sustain CQI activities. • Discuss how to successfully incorporate CQI into an organization's culture. • Identify examples of how CQI has been implemented in a local public health agency.

Special Instructions: To access this course, you first need to create an account

Annotation: The purpose of this course is to distinguish the difference between a mentor and a coach and how to shape these relationships. A discussion of the utilization of learning contracts to help in this process is also discussed. Exercises are included to help the learner understand how to use a learning contract and how to choose a mentor or a coach.

Learning Objectives: • Be aware of the key processes of project management. • Be able to define the scope of a project. • Differentiate between project tasks and milestones. • Define elementary project timelines. • Be aware of the complexity of scheduling projects. • Be able to understand the essential requirement of monitoring project progress.

Special Instructions: Registration is required.

Continuing Education: 2.00 Participation/CE. Tulane Professional and Continuing Education (PaCE) awards 2.00 hour(s) of credit for completing The Core Elements of Project Management in Public Health

Annotation: This learning tool is a set of five sessions intended for professional development by personnel in Maternal and Child Health (MCH) leadership education and training programs, Title V programs, and official health agencies, who desire to learn about quality improvement (QI). The series aims to define QI, emphasize the importance of QI in healthcare settings, and present relevant tools for applying QI knowledge and skills in practice. This learning tool was developed for implementation in group settings, but also may be completed individually as a self-study. The sessions include readings and interactive online modules.