Pinpointing is a critical skill in creating effective work environments. In this discussion, pinpoint and define behavior and results. Additionally, select and apply key concepts to help an organization effectively measure performance.

Scenario:

The company, Acme Behavior Consultation, Inc., has asked you to review a new case. Your client is Care Relief, a large in-home respite care service provider for families with children who have special needs. Care Relief is funded by private pay from families, as well as payment from health insurance companies. Care Relief is having some issues in the area of staff performance and have asked for assistance with strategies to measure the performance of the staff.

Quarterly satisfaction surveys indicate that families using Care Relief services are very dissatisfied with employees providing care to their loved ones with special needs. Issues include:

• Tardiness
• Unprofessional Behavior

Care Relief is hoping that Acme can help decrease the number of client complaints and increase ratings in the area of client satisfaction.

Pinpoint one specific result for Care Relief and two behaviors to change.

Include operational definitions for the two behaviors that are pinpointed for change.

1. Describe why you selected the specific result and behaviors to pinpoint as they relate to the scenario at Care Relief.
2. Discuss how you would measure the behaviors pinpointed for change, including the type of measurement that would be used.
3. Discuss the importance of measurement and operational definitions to the creation of appropriate behavior management plans for staff.