Improving outcomes for trauma-experienced individuals through the delivery of trauma awareness training for multi-organisational public sector workers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Erin Richmond ◽  
Robert McColm ◽  
Marie McCaig ◽  
Vikki Binnie
Keyword(s):  
Public Sector ◽  
Psychological Trauma ◽  
Fire Service ◽  
Afternoon Session ◽  
Awareness Training ◽  
Perceived Knowledge ◽  
Content Type ◽  
Trauma Informed ◽  
Trauma Informed Practice ◽  
The Impact

Purpose In support of the national requirement “to ensure that Scotland has a workforce that is fully aware of the impact of trauma, and is equipped to respond appropriately to people who have experienced trauma at any age”, Trauma Awareness Training was delivered to various public sector organisations across Dumfries and Galloway. Research has shown that trauma can significantly impact quality of life (Svanberg, Bonney and McNair, 2011; Bentall et al., 2014). A trauma-informed practice workshop was created and evaluated in response to a need for training within public services for individuals working with clients whom have experienced trauma. Design/methodology/approach From May 2018 to December 2019, 10 one-day Trauma-Awareness Training courses were delivered, engaging 224 public service workers from Police Scotland, Scottish Fire Service, Relationship Scotland, Shelter Scotland and DandG Council staff working with trauma-experienced individuals. The training was delivered via PowerPoint, short videos, whiteboard explanations/drawings and case examples. The morning workshop concentrated on defining psychological trauma, understanding the psychological process of Post-Traumatic Stress Disorder (PTSD) and the subsequent consequences. The afternoon session focussed primarily on complex PTSD, the role of adverse childhood experiences, attachment and emotional regulation/dysregulation and trauma-focused working with the wider multi-disciplinary workforce. The training concluded with participants developing strategies for coping with trauma. Participants were asked to complete three questionnaires: pre-training questionnaire on perceived knowledge of trauma and delivering trauma practice. Post-training questionnaire on perceived knowledge of trauma and delivering trauma practice to assess change and training evaluation. A third questionnaire was issued seven months after training to establish the impact of training on practice. Findings Findings evidence a positive impact on person-centred care. In terms of quality improvement, participants felt: The training was relevant across services and raised awareness of the importance of trauma-informed practice. They had a greater awareness of trauma-related issues with individuals. Confident in implementing learned skills to assist those who have experience of trauma. They could build better relationships with their service users, with patients feeling more understood. Originality/value Project findings identified a need for multi-organisational working and consultancy from psychological services to improve access to services. Ultimately, brief trauma-awareness training for staff can lead to more positive experiences for patients.

The impact of perceived service quality dimensions on customer satisfaction

2017 ◽  
Vol 35 (3) ◽  
pp. 411-430 ◽  
Author(s):  
Rishi Kant ◽  
Deepak Jaiswal
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Corporate Image ◽  
Content Type ◽  
Perceived Service Quality ◽  
Public Sector Banks ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

Purpose In the present competitive scenario in the Indian banking industry, service quality has become one of the most important facets of interest to academic researchers. The purpose of this paper is to determine the dimensions of perceived service quality and investigate their impact on customer satisfaction in the Indian banking context, with special reference to selected public sector banks in India. Design/methodology/approach On the basis of the empirical study, the authors validate a measurement model using structural equation modeling for investigating the impact of perceived service quality dimensions on customer satisfaction. The study sample consists of 480 respondents in the National Capital Region (NCR) of India; the data were collected through a structured questionnaire utilizing a seven-point Likert scale while implementing a purposive sampling technique. Findings The perceived service quality dimensions identified were tangibility, reliability, assurance, responsiveness, empathy, and image. The empirical findings revealed that “responsiveness” was found to be the most significant predictor of customer satisfaction. On the other hand, “image” (corporate image) has a positive but the least significant relationship with customer satisfaction followed by all other constructs. The exception is “reliability,” which is insignificantly related to customer satisfaction in Indian public sector banks. Research limitations/implications The study cannot be generalized in the context of Indian banking sectors, as it only focused on the public sector. The findings of this study suggest that the six dimensions of perceived service quality model are a suitable instrument for evaluating bank service quality for public banks in India. Therefore, bank managers can use this model to assess the bank service quality in the context of Indian public sector banks. Originality/value There is dearth of research focusing on corporate image as a dimension of perceived service quality and its effect on customer satisfaction in the Indian banking context. Furthermore, similar studies were rarely found in the Indian context, especially within the public banking sector. Hence, this paper attempts to accomplish the research gap by empirically testing the satisfaction level of a large sample of the population in NCR toward six dimensions of perceived service quality rendered by selected public sector banks in India.

Research from China finds no significant difference in impact of public service motivation (PSM) in public and private sectors

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Keyword(s):  
Public Sector ◽  
Private Sector ◽  
Employee Performance ◽  
Intention To Leave ◽  
Public And Private ◽  
Content Type ◽  
The Public ◽  
Significant Difference ◽  
Set Up ◽  
The Impact

Purpose The authors assumed PSM would be higher in the public sector, but they set up a trial to find out if this was the case. Design/methodology/approach To test their theories, the authors conducted two independent surveys. The first consisted of 220 usable responses from public sector employees in Changsha, China. The second survey involved 260 usable responses from private sector employees taking an MBA course at a university in the Changsha district. A questionnaire was used to assess attitudes. Findings The results found no significant difference between the impact of public sector motivation (PSM) on employee performance across the public and private sectors. The data showed that PSM had a significant impact on self-reported employee performance, but the relationship did not differ much between sectors. Meanwhile, it was in the private sector that PSM had the greatest impact on intention to leave. Originality/value The authors said the research project was one of the first to test if the concept of PSM operated in the same way across sectors. It also contributed, they said, to the ongoing debate about PSM in China.

Developing trauma-informed care: using psychodynamic concepts to help staff respond to the attachment needs of survivors of trauma

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Emma Rye ◽  
Joanna Anderson ◽  
Max Pickard
Keyword(s):  
Quantitative Research ◽  
Verbal Ability ◽  
Training Programme ◽  
Care Staff ◽  
Term Care ◽  
Content Type ◽  
Trauma Informed Care ◽  
Adults With Learning Disabilities ◽  
Trauma Informed ◽  
The Impact

Purpose Many referrals to our mental health of learning disability service focus on concerns about behaviours that present risks to the referred person and to those around them, including support workers. If the referred person has good verbal ability, psychological therapy may be requested and offered, but the person may find it too difficult to engage for a number of reasons. Even when they do engage in therapy, the authors recognise the importance of helping staff better understand their attachment needs. This paper aims to demonstrate an innovative approach to helping staff provide Trauma-Informed Care (TIC). Design/methodology/approach The authors developed a training programme for support workers using psychodynamic concepts, such as splitting, transference and counter-transference, to help them develop insight into the processes that get enacted during their work. In this paper the authors have generally used the term “care staff”, recognising that an important aspect of the role of those staff is to provide care within an attachment framework; as well as support to maximise independence. Findings The feedback from staff who have attended has been very positive, both at the time and later. Staff who have attended have talked to multidisciplinary colleagues about the impact their learning has had on their ability to work with service users who present great challenges, in the context of their trauma histories. Originality/value The importance of providing TIC is gaining traction across varied settings. The authors are in the process of developing both qualitative and quantitative research programmes to evaluate this approach to increasing TIC for adults with learning disabilities, reducing staff burn out and placement breakdown.

Institutional work and the interplay of stability and change in public budgeting reform: the case of public universities in Iran

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Farzaneh Jalali Aliabadi ◽  
Muhammad Bilal Farooq ◽  
Umesh Sharma ◽  
Dessalegn Getie Mihret
Keyword(s):  
Public Sector ◽  
Public Universities ◽  
Moral Foundations ◽  
Public Budgeting ◽  
Structured Interviews ◽  
Institutional Work ◽  
Content Type ◽  
Social Actors ◽  
Setting Process ◽  
The Impact

PurposeThe purpose of this study is to understand the efforts of key social actors in influencing the reform of Iranian public universities budgeting system, from incremental to performance-based budgeting (PBB), the tensions that arose as competing efforts of institutional change were undertaken, and ultimately the impact of these efforts on the extent to which the Iranian government transitioned to a system of PBB in public universities.Design/methodology/approachData comprises of semi-structured interviews with managers and experts involved in the budget setting process and an analysis of budgetary policy documents, reports and archival material such as legislation. An institutional work lens is employed to interpret the findings.FindingsWhile actors advocating the change were engaged in institutional work directed at disrupting the old budgetary rules by disassociating the rules moral foundations and creating new budgetary rules (through new legislation), universities undertook subtle resistance by engaging in extended evaluation of the new proposed PBB rules thereby maintaining the old budgetary rules. The reforms undertaken to introduce PBB in Iranian universities achieved minimal success whereby incremental budgeting continued to constitute by far a larger percentage of the budget allocation formula for university budgets. This finding illustrates change and continuity in university budgetary systems resulting from institutional work of actors competing to control the basis of resource allocation under the proposed PBB system by proposing contradicting models.Practical implicationsThe findings highlight the importance of understanding the interplay of institutional work undertaken by competing social actors as they seek to advance their goals in shaping budgetary reforms in the public-sector. Such an understanding may inform policy makers who intend to introduce major reforms in public-sector budgeting approaches.Originality/valueUnlike prior studies that largely focused on how organization-level budgeting practices responded to changes in public budgeting rules (i.e. at the site of implementation of the rules), this paper highlights how strategies of change and resistance are played out at the site of setting budgetary norms.

Effects of leadership and accounting capacity on accountability through the quality of financial reporting by public organisations in Vietnam

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yen Thi Tran ◽  
Nguyen Phong Nguyen ◽  
Trang Cam Hoang
Keyword(s):  
Public Sector ◽  
Financial Reporting ◽  
Reporting Quality ◽  
Financial Reporting Quality ◽  
Equation Modeling ◽  
Content Type ◽  
Research Results ◽  
Public Organisations ◽  
The Impact

Purpose By drawing on the institutional theory and contingency theory, this study aims to examine the effects of leadership and accounting capacity on the quality of financial reporting and accountability of public organisations in Vietnam. Furthermore, this paper is to determine the impact of financial reporting quality on accountability. Design/methodology/approach The research model and hypotheses have been tested by partial least squares structural equation modeling, with 177 survey samples obtained from accountants and managers working in the public sector in Vietnam. Findings The research results indicate that leadership and accounting capacity have a positive effect on financial reporting quality; leadership and accounting capacity positively influence accountability; and the quality of financial reporting has a positive impact on accountability. Research limitations/implications The research results provide empirical evidence of the direct impact of leadership and accounting capacity on financial reporting quality and accountability of public organisations in a developing country. Moreover, the current work also provides important evidence for the impact of financial reporting quality on accountability. Practical implications Public sector organisations must realise that leadership and accounting capacity play a vital role in the accounting reform process. Public institutions likewise need to pay attention to develop accounting capacity and promote leadership. Moreover, the results respond to the continuing call for increased citizen trust in public organisations. Originality/value To the best of the authors’ knowledge, this study is the first to examine the chain from leadership, accounting capacity, financial reporting quality and accountability in the context of public sector organisations in an Asian transition market.

Understanding trauma and its relevance to child sexual exploitation

2019 ◽  
pp. 151-172
Author(s):  
Kristine Hickle
Keyword(s):  
Young People ◽  
Complex Trauma ◽  
Sexual Exploitation ◽  
Children And Young People ◽  
Extreme Stress ◽  
Child Sexual Exploitation ◽  
Trauma Informed ◽  
Trauma Informed Practice ◽  
Trauma Responses ◽  
The Impact

This chapter provides a brief overview of the research on trauma, specifically in relation to the impact of developmental and complex trauma and sexual abuse. An overview of the growing body of research on trauma-informed approaches to practice is also given. It considers how trauma responses are developed while enduring extreme stress, and how these responses may be evident among children and young people with child sexual exploitation (CSE) experiences. The chapter also considers how systems designed to protect and support traumatised children and young people often contribute to their re-traumatisation. It explores principles of trauma-informed practice that are useful in meeting the needs of young people victimised by CSE, discusses how trauma-informed approaches align with strengths-based and relationship-based approaches to CSE practice, and how such approaches can help practitioners understand and promote resilience.

Corporate portfolio management in the public sector

2018 ◽  
Vol 37 (4) ◽  
pp. 333-340
Author(s):  
Saša Baškarada ◽  
Brian Hanlon
Keyword(s):  
Public Sector ◽  
Empirical Research ◽  
Portfolio Management ◽  
Content Type ◽  
The Public ◽  
Government Organizations ◽  
Business Units ◽  
Key Points ◽  
Public Sector Organizations ◽  
The Impact

PurposeAlthough corporate portfolio management (CPM) has been a popular tool for strategic management of multi-business portfolios in the private sector since the late 1960s, it has received limited attention in the public sector. Accordingly, empirical research on the use of CMP in government organizations is virtually non-existent. The purpose of this paper is to partially fill that gap in the literature by highlighting and discussing some of the key points that public sector organizations may need to consider when adopting CPM.Design/methodology/approachRather than deductively proposing and testing narrowly specified hypotheses, this study aims to answer a broad research question, namely: What are the key points that public sector organizations may need to consider when adopting CMP? Hence, the study adopts the qualitative interpretive research paradigm. The findings are based on empirical research conducted in a large Australian publicly funded research organization. Potential application of CPM was iteratively and incrementally explored with a reference group comprising 15 middle management representatives and several members of the senior leadership group over the course of one year.FindingsAssessment criteria traditionally used in CPM (e.g. growth potential and market share) are generally not applicable in public sector organizations. This paper suggests that government organizations should instead consider past performance and future potential of individual business units, which may be operationalized via capability (a function of human capital and associated resources/infrastructure) and delivery (a function of the demand for, and the impact of, relevant business units). The paper also highlights the importance of organization-wide consultation, evidence-based decision making, and contestability.Originality/valueFrom a practical perspective, the paper may assist public sector organizations with adapting and applying CPM. From a theoretical perspective, the paper highlights an important and relatively neglected research problem, and suggests several avenues for future research.

scholarly journals Contribution analysis as an approach to enable public managers to demonstrate public value

2016 ◽  
Vol 29 (7) ◽  
pp. 690-707 ◽  
Author(s):  
John Connolly
Keyword(s):  
Public Sector ◽  
Evaluation Methodology ◽  
Public Value ◽  
Content Type ◽  
Public Managers ◽  
Contribution Analysis ◽  
Healthcare Improvement ◽  
Governance Challenges ◽  
National Partnership ◽  
The Impact

Purpose The purpose of this paper is twofold. First, the paper considers the level of congruence between contribution analysis and public value. Second, based on the Scottish context, the paper examines how contribution analysis can be used as a method to support public managers to demonstrate value within partnership contexts in times of acute governance challenges (including in times of austerity). Design/methodology/approach The empirical underpinning of the paper emerges from strands of applied public sector experience and consultancy with national agencies. The author was a public manager (up to 2013) within a national government agency – NHS Health Scotland. The research is also informed by data gathered as an academic consultant in contribution analysis with national partnership-based agencies (Healthcare Improvement Scotland and Education Scotland, 2013-present) through a series of workshops as part of consultancy activity on capacity building in relation to evaluation methodology and practice. Findings Based on research and experience with three national public sector agencies in Scotland, the paper demonstrates how public managers, despite difficult challenges, have adopted contribution analysis and how this has served to facilitate public value. Originality/value In a time when public managers are facing acute challenges in demonstrating the impact of their programmes and services due to the dynamics of complex governance systems coupled with the pressure of austerity, this research helps to equip public managers with strategies to enable the demonstration of public value in pragmatic terms.

The impact of entrepreneurs’ prior experience and communication networks on perceived knowledge access

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Wei Shi ◽  
Matthew Weber
Keyword(s):  
Media Use ◽  
Early Stage ◽  
Prior Experience ◽  
Negative Relationship ◽  
Knowledge Network ◽  
Perceived Knowledge ◽  
Positive Role ◽  
Content Type ◽  
The Impact ◽  
Knowledge Access

Purpose Entrepreneurs approach the startup process with a stock of experience and a unique range of accumulated skills and abilities. Their prior experience shapes an “information funnel” through which the entrepreneurs’ attention is filtered. This study aims to investigate the impact of the relatedness of prior knowledge and knowledge acquisition activities on entrepreneurs’ perceived knowledge access. Design/methodology/approach Survey data were collected from 100 early-stage entrepreneurs in the New York City metropolitan area to empirically test the proposed relationships with the method of conditional process modeling. Findings Findings from this study demonstrate a negative relationship between entrepreneurs’ prior experience and their perceived ability to access knowledge. However, this negative relationship can be mitigated by seeking tacit knowledge through informal channels. In addition, the relatedness of prior experience plays a positive role in influencing media use and knowledge network engagement. While media use is a positive predictor of perceived knowledge access, engagement within knowledge networks shows no direct influence on perceived knowledge access. Originality/value This study sheds light on the dimensions of entrepreneurial knowledge and recognizes perceived knowledge access as an important concept in forming an entrepreneurial intention and adds to the current dialogue on the interpretation of entrepreneurs’ prior experience. For practitioners, this study offers insights into the formation of founding teams and the approaches to obtaining valuable information.

Unrest begins to boil over as China's economy falters

2015 ◽  
Keyword(s):  
Civil Society ◽  
Public Sector ◽  
Local Governments ◽  
New Normal ◽  
Content Type ◽  
Social Instability ◽  
Economic Slowdown ◽  
The Impact ◽  
Double Digit ◽  
China’S Economy

Significance Leaders describe this as a 'new normal', backtracking on their warnings during the era of double-digit growth that failure to keep growth above 8.0% would lead to social instability. However, unrest among the 770 million strong workforce is rising rapidly, much of it directly related to the economic slowdown. Businesses are closing and employers failing to pay wages and benefits. Local authorities are responding to this unrest with greater force. Impacts Tensions between workers and the authorities will remain high as local governments and police take a tougher stance with strikers. The current crackdown on civil society will reduce NGOs' ability to intercede in and successfully resolve labour conflicts. The impact of the economic slowdown will broaden to include workers in the mining and energy sectors. Low-paid public sector workers will stage strikes and protests as cash-strapped local governments cut employee pension and other benefits.

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