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Intercultural Practice and Equity · Public-service practice
Most public-service work fails between two units rather than inside one. Four lessons on the seams where work changes hands, ending with a handoff map you fill in for one real process you touch.
40–45 minutes · 4 lessons · Voluntary learning
Almost nothing a division produces is finished by one unit. This lesson locates the seams where work moves, and names the five things that have to travel across each one.
Six columns, one page, and the path the person travels rather than the chart of who reports to whom. How to draw it, and why the first draft should go out before it is right.
A handoff can be perfectly neutral in writing and still sort people. The five failure points that gather at a seam, and why an identical route does not produce an equal effect.
Walk one process in the order a person meets it, fill the map in for every seam, repair the one inside your own step, and take the others to their named owners with a specific ask.
Choose one process you touch. Walk it in the order a person meets it, fill the map in for every seam, repair the one inside your own step, and take one other seam to its named owner with a specific ask.
Very little that a division produces is finished by one unit. A change to a service definition passes through policy, operations, communications, language access, fiscal, contracting, data and county partners before it reaches one person's kitchen table. Every one of those units has an owner and a standard for its own step. The points where the work moves between them usually have neither, and that is where the delay, the repeat question and the lost access arrangement collect. This module gives you a name for those points, five things that have to travel across each one, a six-column map you can draw in about an hour, and a way to take a seam you do not own to the person who does.
Nothing fails at a step as often as it fails between two.
Keep the seams, the five things that travel and the six map lines in view while you move work between units, issue a change, route an invoice or answer someone who is waiting.
Walk one process in the order a person meets it, fill the map in for every seam, and repair the one you own before the map goes anywhere.
Participation and course completion in this program do not count toward DHS-required training credits unless management, a director, or DHS leadership expressly approves an exception.
The department's information for counties, tribes, providers, grantees and partner agencies, including program administration guidance and the notices that cross between them.
Statewide grants policies covering solicitation, agreements, monitoring, payment and closeout — the rules that govern most handoffs between a division and its grantees.
Statewide contracting and purchasing requirements, including the approval routes that contract and amendment work passes through.
U.S. Department of Justice explanation of what Title II requires of state and local government programs, including access to programs delivered through other agencies or contractors.
Minnesota's advisory council on disability policy, access and rights, including guidance for state agencies on accessible programs, notices and public processes.
National standards for culturally and linguistically appropriate services, including the governance, partnership and accountability standards that apply across organizational units.
Practical guidance for writing notices, letters and instructions people can act on, including the correction and next-step wording that decides whether a returned request gets resolved.
The design reference for this curriculum: multiple ways to engage, culturally responsive materials and accessible instruction.