Culture Change at Life's WORC

Life’s WORC is an unusual social service agency that has created a culture of empowerment supported by strong performance management practices. Agency leaders realized in the late 90s that the agency culture was an impediment to improving the quality of services and recognized the need to create a different work environment for front line staff. In 2000, they began to build a values-based culture and to create metrics to assess progress. The change process is described in three cases: Case A: Involving Staff in Culture Change (2000 – 2003); Case B: Accelerating Change (2004 – 2007); and Case C: Visible Progress and New Challenges (2008 – 2013).
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