Do what I say I am going to do

• No false promises.
• Make sure you have the ability & resources to do what you say you are going to do.

Example: Returning a phone call at the time when you tell the customer you are going to return the call.

Saying what I mean and meaning what I say

• Not using the phrase “I feel” when you actually mean something else like “I think”
• Be consistent and clear.

Example: Telling your supervisor you’re excited about a certain change made, but then going to your peers and talking negatively about the change.

Using my time and resources wisely

• Take the time to do it right the first time.
• Work diligently when you’re on the clock.
• Rely on resources that are available.

Example: Look up your questions in Quest and policy before asking a supervisor or others.

Doing the right thing at all times, even when no one is looking

• Your work, attitude, etc. should be the same no matter who is present.
• Don’t do or say anything you would not do or say around leadership.
• Make the right decision even when it is not convenient.

Example: Customer declares a small amount of income that you think is inconsequential and would cause more work for you to verify. You may be inclined to disregard the income but a person with integrity would do the extra work because it’s the right thing to do.

Within the rules of confidentiality, sharing information and explaining my behavior & decisions

• Staying within confidentiality while answering questions.

Example: “This child is receiving in another case and cannot be added to your case at this time. I am sorry. I cannot share the name of the person who is currently receiving benefits for that child or the details.”

• Share information only when business related.

Example: You return from an interview and begin sharing a customer’s information with others that have no business related need. Stop and ask yourself…”What is the business need?”

Being Honest

• Always tell the truth

Example: If you’re 10 minutes late to work, log your time as 10 minutes late.

• Recognize that honesty in relationships is important.

Example: Give proper credit where it is due, direct praise to the person responsible for the idea or work.

Making Informed Decisions

• If you don’t know the answer, be honest. Admit you don’t know, then find the answer – don’t make a decision based on unknowns.

Example: Customer comes to county office and applies for SNAP benefits for herself, her boyfriend, their child in common and his child. She explains that they have no food and really need to have help immediately. She states she has no income whatsoever.

Scenario 1

Worker A: “I know you are in great need so I will process this case right away. You will all be included in this case and will get SNAP benefits on your card today in the amount of $511.”

After the customer leaves the office, Worker A ran ACES. She discovered the boyfriend works in the oilfield and is paid bi-weekly. She also discovered the boyfriend’s child is receiving benefits in his mother’s case.

Worker A did not make an informed decision and is not able to process the case as she said she would do. She did not use her time and resources wisely as she now has to rework the case. She must call the customer to explain the new circumstances and decisions within the rules of confidentiality.

Scenario 2

Worker B checks ACES, all other screens and inquires about the boyfriend’s child’s residence. He explains that the child currently receives benefits in another case and cannot be included at this time. He inquires about boyfriend’s employment and requests paystubs via ADM92.

Worker B explains that the household is not EO eligible, and then he shares a list with the customer of local food banks. He explains that the case will be processed in a timely manner and that the benefits cannot be determined until the income for the household is verified.

Worker B has followed all of the integrity bullet points.

Accepting responsibility for my actions and supporting the decisions of Oklahoma Human Services

Example: Your team’s project fails as a result of your missed deadline. Don’t let your teammates take the fall, take responsibility for your actions.

• Enter customer information into the system as the customer portrayed to you. Do not alter information to make the customer eligible or ineligible.
• Do not put OKDHS changes or policy into a bad light; support OKDHS policy decisions about a case whether speaking to a client, worker, supervisor, or Field Manager
• When rolling out changes or decisions, don’t say “they are making me do this”. Any level of staff should take responsibility for decisions made by OKDHS
• Steer clear of blame.
• Deliver information in a positive manner as it was disseminated to you.
• Give the reason why a change is being made helping the recipient of the information understand why something is the way it is. This enhances understanding and buy-in.

Ensuring my actions reflect the values of my organization

• Commit to living out the AFS Values of Empathy, Innovation, Integrity, Perserverance, Thoughtfulness and Competence.

Example: Provide service comprehensively. Determine if a customer might qualify for more than one benefit. If a customer calls with a question, check all their benefits to determine if a renewal is due on multiple benefits. Go that extra mile to give the customer all information that may apply to them and their household. (Example, encompasses empathy, thoughfulness, competence).

Example: Staff may be leery of reporting abuse/neglect due to the possibility of negative consequences to the family. Not only is it the responsibility of all persons to report, it is assuring the safety of children or adults.

Learning from my mistakes

• Mistakes provide the opportunity to learn and grow.
• Mistakes provide the opportunity to teach.
• Set the precedent that it is OK to make a mistake.

Example:  Staff is nervous anticipating they will make a mistake. Supervisor explained there is no mistake that could not be repaired which gave staff a sense of ease.

Being self-aware

• Know your own proficiencies, limitations, strengths and weaknesses
• Know your own personal biases: physical, emotional, intellectual, verbal
• Know how you learn best. Share with your supervisor.
• Know how to give and accept feedback
• Be aware of the volume, tone and content of your conversations in the office and in the public eye. For example: Discussion of a family’s case should be limited to business “need to know”: and in a volume to prevent being overheard in the hallways.
• Maintain your personal hygiene. For example: Avoid wearing too much scent as a co-worker may have sensitivity to odors.

Being responsive to the requests and needs of customers and partners

• Seek ways to proactively meet customer’s needs
• Report abuse and neglect
• Be responsive to listen and question customer to really know their situation to meet as many of their needs as you can.
• When returning phone calls, return calls more often than once if at first you are unable to reach the customer.
• Know who your customers are: clients, co-workers, supervisors, Field Managers, providers, Food and Nutrition Service (FNS-feds), community partners, State Office staff and maintain approproriate professional behavior.