Conversion: the customer service solution

Article type: Research Article

Authors: Lawhead, Robert^;

Affiliations: Boulder County Enterprises, 3482 North Broadway, Boulder, CO 80304, USA

Note: [] Corresponding author. Tel.: + 1 303 4491632; fax: + 1 303 4494475.

Abstract: The Association for Persons in Supported Employment (APSE) was founded to expand and improve the quality of supported employment. This represents the current ASPSE membership document on conversion. It is assumed that for supported employment services to continue to significantly expand, attention must be given to the conversion of existing facility-based rehabilitation services. A customer service philosophy is presented as a useful construct in providing rehabilitation services and in building stakeholder support of the agency change process. Issues related to values clarification and finance are discussed, along with the practical tips for conversion implementation.

Keywords: Conversion, Changeover, Organizational change, Rehabilitation facilities, Supported employment, Community integration, Sheltered workshops, Disability rights

DOI: 10.3233/JVR-1997-9308

Journal: Journal of Vocational Rehabilitation, vol. 9, no. 3, pp. 277-293, 1997