Changes in the service delivery model and home visitors' job satisfaction and turnover in an Early Head Start program

Abstract

Study of the processes through which interventions achieve the intended outcomes is as important as the study of the intervention outcomes themselves. In this article, the process of implementing an Early Head Start program is described and related to changes in the home visitors' job satisfaction and turnover. Initially, the biggest challenge for the implementing agency was maintaining undisrupted service delivery whereas the new administration team, when hired, confronted the task of rejuvenating the program. This led to an overall restructuring of the home-based model of service delivery. Results show that, as predicted, home visitors were least satisfied with their roles, work atmosphere, and job conditions during the program make-over phase. The staff turnover rate was the highest in the program's history during this period (39%). However, these trends were reversed as the program stabilized due to the changes. These results are presented and discussed in light of the program implementation issues and changes to the service delivery model. RESUMEN:El estudio del proceso por medio del cual las intervenciones logran los esperados resultados es tan importante como el estudio de los mismos resultados de la intervención. En este artículo, se describe el proceso de implementación de un programa "Early Head Start," y el mismo está relacionado con los cambios en las responsabilidades de quienes llevan a cabo las visitas a casa y la consecuente rotación en tales posiciones. Inicialmente, el mayor reto que enfrentaba la agencia encargada de la implementación fue el de mantener la prestación del servicio sin interrupción, en tanto que el nuevo equipo administrativo, cuando se contrataba uno, confrontaba la tarea de rejuvenecer el programa. Esto llevó a una completa restructuración del modelo de prestaciones de servicio a domicilio. Los resultados muestran que, tal como se predijo, los que visitaban las casas se sintieron menos satisfechos con el papel que tenían, el ambiente de trabajo y las condiciones del puesto durante la fase de cambio del programa. El porcentaje más alto de rotación de personal en la historia del programa ocurrió durante este período (39%). Sin embargo, esta tendencia cambió tan pronto como el programa logró estabilidad debido a la restructuración del mismo. Estos resultados se presentan y discuten a la luz de los asuntos relacionados con la implementación del programa y los cambios al modelo de prestaciones de servicios a domicilio.RÉ SUMÉ : L'étude des processus à travers lesquels les interventions atteignent le but désiré est aussi importante que l'étude des résultats de l'intervention eux-mêmes. Dans cet article, le processus d'application d'un programme Early Head Start (le EHS est un programme de prévention et d'aide

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