Tip #11: Implement a problem response strategy.
After you've identified the problem and analyzed it to determine the cause, it's time to find an appropriate solution. The response strategy consists of two steps:
- Find appropriate solutions, and
- Develop an implementation plan.
Some errors or problems are one-dimensional, but others involve more than one aspect or issue. Therefore, the solution may require more than one action — for example, upgrading training methods and materials, updating a form, or clarifying a policy that's being interpreted differently by some staff.
Solving complex problems takes time, and you can't do everything at once. Tackle the most pressing problems first, or the problems with the most severe consequences, then consider short, medium, and long-term solutions. Also consider what's doable right now vs. the "deluxe" solution. You don't necessarily need to implement the deluxe solution in order to make some improvement, especially when timing is critical.
Your solution will differ depending on whether the problem relates to production, accuracy, or perhaps simply a personnel problem. Examples of solutions include developing performance standards, revising policy, developing procedures and/or forms, providing staff resources such as desk guides and training, or implementing an error reduction strategy.
If there's a personnel problem, the manager should proceed according to the agency's personnel policy, which should include corrective action plans and termination if necessary. (A performance improvement checklist will help you problem-solve.)
Next: Achieving high performance in the HCV program: Tip #12
While serving as executive director of a Minnesota housing authority, Nan McKay started one of the nation’s first Section 8 programs. The agency was subsequently honored with a HUD award as one of 13 outstanding Section 8 programs in the country.
Founder and president of Nan McKay and Associates, she has devoted the past two years to redesigning NMA’s HCV Executive Management course, as well as rewriting the HCV Executive Management Master Book with Bill Caltabiano. The tips and systems described above are thoroughly explored in both, with many forms available on a CD.
