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RIVERSIDE COUNTY DEPARTMENT OF PUBLIC SOCIAL SERVICES | 11

T he new plan is a living, breathing document that recognizes the department’s need for agility and innovation in its next century of service, says DPSS Director Charity Douglas. The plan steers DPSS away from a siloed system of internal and external services and replaces it with seamless pathways supported by shared information platforms among multiple county partners and coordinated services tailored for the unique needs of each individual and family. By eliminating barriers and keeping customers in the center of its decision making, Douglas says DPSS and its partners are raising the bar of excellence, improving lives and contributing to a brighter future for all Riverside County residents. As the strategic plan moves forward, the DPSS Office of Strategy and Project Management is equipping staff and leading implementation as a key partner in the countywide Integrated Services Delivery initiative. During Fiscal Year 23/24, the OSPM team began rolling out Lean Six Sigma training and putting new quality improvement tools into action across the department. Any staff member with an idea is encouraged to suggest areas for evaluation and improvement at their team level or through a SharePoint portal where their recommendations are reviewed by the OSPM. The plan lays out priorities for evaluation and shared learning throughout the implementation, and recognitions of staff who have successfully led projects to improve efficiencies and customer services.

I believe in the power of our dedicated workforce to bring about meaningful change in our practices and services. I am optimistic that through strategic coordination and the unwavering dedication of our teams, we will achieve our mission. — Charity Douglas

OPERATIONAL EXCELLENCE – Strengthen and stabilize individuals and families, through timely, quality, and efficient delivery of programs and services. WORKFORCE DEVELOPMENT – Build a learning organization with a high performing and engaged workforce focused on customer centered outcomes. CUSTOMER SERVICE PARTNERSHIPS – Compassionately meet our customers’ complex needs through coordinated delivery system.