Quality Standards LMS Course

Link to LMS Page with Instructions to complete Quality Standards online course.

When Silence Isn’t Golden

We’ve all heard the statements, ‘silence can be deafening’ and ‘silence speaks louder than words.’ This is even more evident while on a phone call. Think about the times you’ve been placed on hold and how it made you feel. Did your level of agitation or frustration increase the longer you were on hold? Now […]

Which One Are You?

Can you show compassion to a caller?

The Other Side of the Phone

We most likely speak to clients and/or co-workers on the phone every day we come to work. It’s hard enough to try and decipher what’s going on in someone’s personal life when face-to-face, let alone over the phone. Yet our first instinct is to get irritated if we feel the person on the other side […]

Quality Service Kickoff Part 4

Quality Service Kickoff Part 1

Quality Service Initiative

Introducing the AFS Quality Service Initiative. Learn about the four key areas of Quality Service.

Empathy Overview

Empathy can have a profound effect on the way you build relationships

Quality Service – Pledge of Commitment

To demonstrate my commitment to Quality Service at the Oklahoma Department of Human Services, I agree to abide by the following Quality Service Standards in all aspects of my work and to serve as role model of these standards to my co-workers, colleagues, partners and clients. Quality Service Pledge of Commitment

Compassion: A Client’s Perspective “The Other Side of the Desk”

There are many other sources of information you can access concerning Compassion. A resource that might be applicable include: A Client’s Perspective “The Other Side of the Desk”