text: MODULE 13 ORGANIZATION STRUCTURES "It's all about working together" • What is organizing as a managerial responsibility? • What are the most common types of organization structures? ORGANIZATION STRUCTURES Organizing As A Management Responsibility MODULE GUIDE 13.1 Organizing is one of the management functions. Organization charts describe the formal structures of organizations. Organizations also operate with important informal structures. Informal structures have good points and bad points. ORGANIZATION STRUCTURES Organizing As A Management Responsibility Organizing process of arranging people and resources to work toward a common goal. ORGANIZATION STRUCTURES Organizing As A Management Responsibility Structure system of tasks, reporting relationships, and communication that links people and positions within an organization. Organization Charts describe the formal structure, how an organization should ideally work. ORGANIZATION STRUCTURES Organizing As A Management Responsibility What You Can Learn from an Organization Chart Division of work - Positions and titles show work responsibilities. Supervisory relationships - Lines between positions show who reports to whom in the chain of command. Span of control - The number of persons reporting to a supervisor. Communication channels - Lines between positions show routes for formal communication flows. Major subunits - Which job titles are grouped together in work units, departments, or divisions. Staff positions - Staff specialists that support other positions and parts of the organization. Levels of management - The number of management layers from top to bottom. ORGANIZATION STRUCTURES Organizing As A Management Responsibility Division of Labor People and groups performing different jobs Formal Structure The official structure of the organization Informal Structure the unofficial relationships that develop among an organization's members. ORGANIZATION STRUCTURES Organizing As A Management Responsibility ORGANIZATION STRUCTURES Organization Structures MODULE GUIDE 13.2 Functional structures group together people using similar skills. Divisional structures group together people by products, customers, or locations. Matrix structures combine the functional and divisional structures. Team structures use many permanent and temporary teams. Network structures extensively use strategic alliances ORGANIZATION STRUCTURES Functional Structures Departmentalization Grouping together people and jobs into one unit Functional Structures group together people using similar skills to perform similar activities. Potential Advantages of Functional Structures • Economies of scale make efficient use of human resources. • Functional experts are good at solving technical problems. • Training within functions promotes skill development. • Career paths are available within each function. ORGANIZATION STRUCTURES Functional Structures ORGANIZATION STRUCTURES Functional Structures Functional Chimneys Problem A lack of communication and coordination across functional organizations ORGANIZATION STRUCTURES Divisional Structures Divisional structures group together people who work on a similar product, work in the same geographical region, or serve the same customers. Potential Advantages of Divisional Structures •Expertise focused on special products, customers, regions •Better coordination across functions within divisions •Better accountability for product or service delivery •Easier to grow or shrink in size as conditions change ORGANIZATION STRUCTURES Divisional Structures ORGANIZATION STRUCTURES Customer & Matrix Structures Customer Structure Groups together people and jobs that serve the same customers or clients Matrix Structure uses permanent cross functional teams to try to gain the advantages of both the functional and divisional approaches. ORGANIZATION STRUCTURES Matrix Structures Potential Advantages of Matrix Structures Performance accountability rests with program, product, or project managers. Teams enable better communication and cooperation across functions. Teams make more decisions and solve more problems at their levels. Top managers spend more time on strategic issues. A cross-functional team brings together members from different functional departments. ORGANIZATION STRUCTURES Team Structures Team Structures make extensive use of permanent and temporary teams, often cross functional, to improve communication, cooperation, and problem solving. Potential Advantages of Team Structures •Team assignments improve communication, cooperation, and decision-making. •Team members get to know each other as persons, not just job titles. •Team memberships boost morale, and increase enthusiasm and task involvement. ORGANIZATION STRUCTURES Team Structures ORGANIZATION STRUCTURES Network Structures Network structures maintain a staff of core fulltime employees and use contracted services and strategic alliances to accomplish many business needs. ORGANIZATION STRUCTURES Virtual Structures Virtual Structure Uses information technologies to operate as a shifting network of alliances. MANAGEMENT TIPS Seven deadly sins of outsourcing: 1. Outsourcing activities that are part of the core competency 2. Outsourcing to untrustworthy vendors 3. Agreeing to unfavorable contracts with the vendor 4. Overlooking impact on existing employees 5. Not maintaining oversight; losing control to vendors 6. Overlooking hidden costs of managing contracts 7. Failing to anticipate need to change vendors or cease outsourcing


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Epithelial sodium channel, salt intake, and hypertension
- Edith Hummler PhD
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The epithelial sodium channel (ENaC) is a membrane protein made of three different but homologous subunits (α, β, and γ) present in the apical membrane of epithelial cells of, for example, the distal nephron. This channel is responsible for salt reabsorption in the kidney and can cause human diseases by increasing channel function in Liddle' syndrome, a form of hereditary hypertension, or by decreasing channel function in pseudohypoaldosteronism type I, a salt-wasting disease in infancy. This review briefly discusses recent advances in understanding the implication of ENaC in Liddle' syndrome and in pseudohypoaldosteronism type I, both caused by mutations in the SCNN1 (ENaC) genes. Furthermore, it is still an open question to which extent SCNN1 genes coding for ENaC might be implicated in essential hypertension. The development of Scnn1 genetically engineered mouse models will provide the opportunity to test the effect of environmental factors, like salt intake, on the development of this kind of saltsensitive hypertension.
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- Ma X, Tian Y, Gao Y: A study of mutation(s) of the epithelial sodium channel gene in a Liddle' sydrome family. Zhonghua Nei Ke Za Zhi 2001, 40:390–393.
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- Title
- Epithelial sodium channel, salt intake, and hypertension
- Journal
Current Hypertension Reports
Volume 5, Issue 1 , pp 11-18
- Cover Date
- 2003-01-01
- 10.1007/s11906-003-0005-1
- Print ISSN
- 1522-6417
- Online ISSN
- 1534-3111
- Publisher
- Current Medicine Group
- Additional Links
- Topics
- Industry Sectors
- Authors
- Author Affiliations
- 1. Institut de Pharmacologie et de Toxicologie, Université de Lausanne, Rue du Bugnon 27, CH-1005, Lausanne, Switzerland


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Site Map : http://www.harpersbazaar.com
Index -> Culture -> Art, Film, Books, Music & TV
Art, Film, Books, Music & TV Home
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The groovy video for this new track "Sunlamp Show" by The Aliens is Yellow Submarine-esque madness. A Scottish band, The Aliens feature Gordon Anderson, John Maclean, and Robin Jones, formerly of Beta Band. The Aliens' new album, Luna, was released in the US today by Birdman Records. The Aliens (Thanks, DKN!)
The Aliens: "Sunlamp Show" music video
4 Responses to "The Aliens: "Sunlamp Show" music video"
That Aliens video reminded me: what if each new version of iTunes deletes a few more of the files you downloaded in the Napster-era?
-Brown Bourne
It's definitely Beatles-esque. Musically, it also reminds me of Of Montreal (even the visuals kind of remind me of the artwork on some of Of Montreal's album covers…)
But the artwork itself, to me, feels like a cross between the old Yellow Submarine artwork, and what Nicholas Gurewich (of Perry Bible Fellowship) does.
Both the artwork and the music are very colorful, if you'll permit my synesthesia.
Lots of nods to Akira in here too. The blob looks a lot like Tetsuo, and that little ring at the end is reminiscent of the closing animation from that film.
oh and the badguy's cronies are definitely shouts out to some of miyazaki's creatures, like the kodama from Princess Mononoke, or the ghost in Spirited Away.
Leave a Reply
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A musical clock made of stars
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Booker White "Aberdeen Mississippi Blues"
I sure like Booker White's slapping technique!
Power To the People
As a huge fan of FlowingData, NPR and electricity, I'm super excited about this interactive map that gives you a clear view of the structure of the U.S.


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Disney 28202 Princess Merida Bow and Arrow Set - EDPB007XQXCK4
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Disney Infinity Violet Figure Action Figure
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Mattel Disney Princess Royal Car - X9366
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Disney JUNIOR MICKEY MOUSE CLUBHOUSE CHILDRENS UNISEZ JAZZ DRUM SET - WIC161633MICKEY
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Hallmark Disney Fanciful Princess Scavenger Hunt Party Game - 1GAM3726
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Expand on your Disney Infinity figure collection! Disney Infinity Play Set Pack for Disney Pixar's Cars . Comes with Lightning McQueen and Holley Shiftwell video game mini-figures along with the Cars world! Continue building and strongly expanding your arsenal of Disney Infinity characters! This Disney Infinity Cars Play Set Pack lets you greatly expand your strength in the Disney Infinity video game. Featuring video game mini-figures of Cars ' Lightning McQueen and Holley Shiftwell along with the Cars world expansion ability, this Play Set Pack allows you to continue playing and experiencing the amazing world of Disney Infinity with Disney Pixar's Cars ! Disney introduces Disney Infinity ! A video game where a spark of imagination unlocks the freedom to play some of your favorite Disney and Disney Pixar worlds like never before. Play in their worlds! Place your Disney Infinity Figures onto the Disney Infinity Base to jump into a Disney Infinity Play Set and experience original adventures in the worlds of Monsters University , Pirates of the Caribbean , The Incredibles , Cars , and so much more. Use your Disney Infinity figures to battle enemies, solve puzzles, overcome obstacles and complete a variety of other unique quests! Ages 6 and up.
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Gift your child the Disney Cars 2 TV for endless hours of entertainment. This smiling car-shaped TV features a 13 screen and comes with a fully functional remote control. An ATSC TV system, the Disney Cars television has a hyper band tuner with a 999 channel memory. With built-in closed caption decoder that delivers captions and subtitles, your kid can even enjoy movies in foreign languages. Let your little one enjoy his/her own TV time with the Disney Cars 13 inch TV.
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There are few things you love more than diving into the wonderful world of Disney, full of thrilling adventures, fun-loving characters, devious villains and heart-warming stories. The power of your Disney Infinity collection is that it allows you to become part of the story yourself. You get to join your favorite heroes on epic quests that bring you back to the scenes of your favorite Disney movies. So, you'd love to have the ability to bring the Disney magic with you wherever you go take it with you to a friend's house to have them join in on the action, on a trip to visit family and more. This Disney Infinity Play Zone makes it easy to ensure you have the magic of Disney adventures at your fingertips, no matter where you are. With the ability to protect, store and comfortably transport your Disney Infinity collection, you never have to go without the thrill of Disney escapades. The Play Zone includes ample storage space, which allows you to bring your Disney Infinity Base, Infinity software, Web Code Cards, up to 17 figures, three play sets and 20 hex or round Power Discs on the go. Once you reach your destination, unfold the included play mat and settle in for hours of fun.
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Best Buy
Best Buy
Our Disney Frozen Puzzle Bag features a fun puzzle activity for kids! This puzzle features 48 pieces and a Disney Frozen theme that kids will love. This puzzle activity is great for parties and everyday fun too. Order your Disney Frozen Puzzle Bag today!
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Buckle your seatbelt. Bring the world of Radiator Springs to life in Disney Infinity with this Cars play set. On top of a new environment, you'll also get two characters from the beloved Disney films, so you'll be ready to cross the finish line. From Disney Interactive Studios.
$40 Go to
Bring out your sadistic ways in our Disney Ursula Adult Costume. Our ladies Ursula costume includes the dress and clear straps. Available in Ladies Sizes. It does not come with the earrings, gloves or shoes. The wig is sold seperately. This is an officially licensed Disney product.
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Windy City Novelties
Windy City Novelties
Disney at Kohls.com - Shop for more toys, like this Disney Frozen Anna Life-Size Cutout, at Kohls.com.
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Transform your birthday party table into a runway worthy of all those gifts goodies and more thanks to this plastic Disney Planes Table Cover. Featuring the iconic logo of Disney's Planes and other airshow touches this party supply is a surefire way to tie all your birthday party decorations together. Fill your hangar and the skies with the rest of the colorful characters from Planes by shopping our full selection of Disney Planes party supplies sold separately online. Plastic. 54 x 96 Disney
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Oriental Trading Company
Oriental Trading Company
The Disney Shake It Up twin mirrored oval bed is a perfect reflection of style thanks to soft sloping curves, which create the oval center.
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Rooms To Go Kids
Rooms To Go Kids
Sheriff Woody comes direct from Toy Story to find some rootin-tootin fun with your little Disney fan. soft premium plush with detailed sculptingembroidered featuresapproximately 16HANDY written on one foot, just like in the moviepolyesterspot cleanimported
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Tervis Disney Sofia the First Tumbler with Lid. This Disney tumbler is the perfect gift for your favorite Princess Sofia lover. Featuring a Ready to be a Princess graphic and a purple lid.
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Disney Cars 2 Grand Prix Bedspread A Clear WinnerEven if you travel around the world winning races and saving friends there's nothing like your own bed at night, particularly when you can get cozy with a Disney Cars 2 Grand Prix Comforter. What kid wouldn't love joining Lightning, Mater, Fillmore and more for a snuggle before racing off to win trophies and titles in his dreams?The Disney Cars 2 Grand Prix bedspread is a winner in the comfort category, too. It's warm for the winter and soft for the summer. Lightning red, black and shades of blue are the dominant hues, though the comforter is colorful enough to fit any room. Go for a complete the Cars bedroom theme with a coordinating sheet set, throw blanket with sleeves, decorative and huggable pillows or bed tent - all also sold at Kmart.
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Throw the ultimate Disney Frozen Party with a large Frozen Foil Olaf Mylar Balloon! Olaf loves Summer and Winter so bring him along to create the perfect party in Arendale. Simply fill the balloon with helium or air. Dimensions: 41inches x 23? Helium or Air not included © Disney WARNING: CHOKING HAZARD. Children under 8 years can choke or suffocate on uninflated or broken balloons. Adult supervision required. Keep uninflated balloons from children. Discard broken balloons at once
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Just Artifacts
Just Artifacts
Sisters and royal guests alike will find the party decorations positively regal at your Frozen birthday celebration. Playful and colorful Disney Frozen Foil Balloons feature images of Anna and Elsa standing back to back among lovely snowflakes with holographic effects on a white, pink, and blue toned background. The decorative foil balloons can be used on their own or as part of a centerpiece, attached to the birthday girl?s chair, or tied to the front railing. Metallic balloons measure 18 inches round, arrive flat, and are sold individually.
$2.99 Go to


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Tag Archives: Liberty Aircraft engine
The F. R. P. – Finley Robinson Porter's Masterpiece
The sole surviving F.R.P., a 1915 Touring car can be seen at the Seal Cove Auto Museum on Mount Desert Island, Maine
Finley Robinson Porter left his mark on the automotive world forever with his creation of the sensational T-Head Mercer Raceabout in 1911. That car soon became a legend while chalking up countless wins on the race track. By 1913, Mercer Automobile Co. management knew they would need to design an up-to-date replacement for the T-Head, but choose not to go with Porter's designs for it. The Trenton, New Jersey company instead hired Eric H. Delling, the former chief engineer for the Stanley Motor Carriage Co. to design the new L-Head Mercer which was introduced in 1915.
Seal Cove Auto Museum F.R.P., photos courtesy of Supercars.net
After leaving Mercer, Porter went to work to build his vision of the ultimate car, which he named the F.R.P. using his initials. And what an exceptional car it came to be, considering that it and the T-Head Mercer before it, had both been designed by a man without any formal engineering training or a degree.
Reading the following specifications and figures and putting them in context with other cars being built at the time, show just how remarkable it was: a 454-c.i.d. four-cylinder engine, vertical shaft-driven s.o.h.c. cylinder head with hemispherical combustion chambers, gun-drilled cam and crankshafts, tubular connecting rods, an output of 100-hp. (listed at 145 brake-hp. in The Motor), construction of chrome vanadium steel, and magnesium-aluminum alloy, 88 mph top speed and a five-thousand dollar chassis price.
Three models were initially announced: the Series A 110-inch w.b chassis, as seen above with a racing body, the Series B with a 130-inch w.b., and the 140-inch w.b. Series C.
It was an outstanding achievement at the time, but in spite of having designed the ultimate American car, Porter was unable to move forward due to lack of finding the financial backing necessary to begin production; in addition, introducing the car only a few months after the start of World War I and the threat of possible involvement by the United States came at the worst possible time.
David Gooding has reported in his excellent article on the F.R.P. in Automobile Quarterly Vol. 31 No. 34, that supplies and parts for forty chassis' were initially ordered. Exactly how many were built at the Port Jefferson, Long Island, New York facility, may have only amounted to somewhere between five and ten. Coachwork for the cars could have been built by any of a number of fine builders in the Tri-state region specializing in such work.
With the involvement of the U.S. in World War I, the government took over the F.R.P. facility for its use during the conflict. Porter with his engineering talents spent the war years in Dayton, Ohio, in charge of testing Liberty aircraft engines. After the war he choose not to build any more of the cars, but instead stayed in the aircraft industry, working as chief engineer for the Curtiss Engineering Corp. in Garden City, Long Island.
There is more to the story, and we will return to it at a later date with the Porter-Knight cars prepared for entry in the 1915 Indianapolis 500. They were equipped with a sleeve-valve racing engines that Porter's friend John North Willys built. The post-war Porter car built in Bridgeport, Connecticut, will also be covered. It used the remaining parts left over from the F.R.P. and was overseen by Porter's son Robert Brewster Porter who became the chief engineer for Porter.
If any of our readers can point us to any more information or photos covering the F.R.P., the Porter-Knights and the Porter please let us know.
Packard on Land, Sea and Air Worldwide
Before the debut of the first Volvo in 1927, Swedish car buyers were entirely dependent on imports. While they often chose European automobiles, a surprising number of American built cars found their way into their garages. Case in point is this big 1928 Packard 443 convertible sedan with a rarely seen custom body by Norrmalms of Stockholm. Along with the unusual "C" pillar configuration, this car displays the old style drum headlights that would disappear in the succeeding year. A significant number of Swedes preferred U.S. built cars and dealers would continue to import a relatively large percentage of them both before and after World War II.
While not related directly to Packard's Scandanavian marketing, the article from the September 10, 1927 issue of Automotive Industries seen below describes in great detail some of the mechanical features of the 1928 Packard and relates them to their aircraft engines. As you may know, Packard supplied many excellent powerplants for airplanes in the period immediately preceding and during World War I and this article seeks to capitalize on that reputation.
Photos (above) courtesy of Jerry Lettieri. The same images can be found in Hugo Pfau's book, "The Coachbuilt Packard", who identified the coach builder. A reference to a book about Swedish coachbuilt Packards can be found here.
Of interest and also published during 1927 is an article (below) all about the very impressive Packard 2775 cubic inch, 1200 horsepower X-24 aircraft engine as shown in the October 8, 1927 issue of Automotive Industries. In it you can see the features of the unique power plant, with its very unusual multiple valve spring configuration. The angled arrangement of the seven springs was said to facilitate valve rotation and the earlier article (above) references this design when discussing the car's dual spring arrangement .
The unique seven spring angled assembly for each valve of the X-24 engine.
Surplus engines (most notably the Liberty V-12 as seen below) could be had for a song at the end of The Great War and in the late teens and early 1920′s found their way into what were the fastest boats in the world at the time. Such famous craft as the Miss Detroit III (winner of the 1918 and 1919 Gold Cup races at Detroit) and Miss Detroit IV, Gar Wood's famous Gar Junior, Baby Gar, Miss America and Miss America II employed these mighty motors.
The Packard 4M-2500 engine, used in U.S. Navy PT boats during World War II, was based on the 1925 Liberty aircraft engine as well, once again proving the quality of that initial design so very many years later.


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Brewing up a tribute for cycling legend Brian
His success earned him a place in the history of the Tour De France and today Yorkshire's Brian Robinson saw his achievement captured - in liquid form.
As the Grand Depart grows ever nearer, a unique beer has been produced to honour a unique man. Tina Gelderreports.


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Video: Maino f/ Swizz Beatz, Jadakiss, Jim Jones, & Joell Ortiz – 'We Keep It Rockin"
New York City is in the house in the video for Maino's "We Keep It Rockin'," shot at nightclub Amnesia NYC. Directed by Ron Adkins and Karl Lawrence, the star-studded clip sees the song's featured guests Swizz Beatz, Jim Jones, Jadakiss, and Joell Ortiz partying it up with Big Apple natives Juelz Santana and Lloyd Banks. Take a trip to the city that never sleeps.Tweet
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Just in time for the cooler weather, we have this amazing Plus Size coat for you! The stunning yoke frames your face and keeps your shoulders extra toasty, and the back detail accentuates your figure. We used a lovely heavy wool for the main fabric, and black silk organza for the details, which adds a real sense of high drama to your winter wardrobe.
Wool, organza
Self: 4 1/4 yards (3m 80cm)
Contrast: 1 1/8 yards (1m)
Lining: 3 1/8 yards (2m 75cm)
This pattern includes seam allowance
Produced by burda style magazine
Produced by burda style magazine
Produced by burda style magazine
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BPL Community Profile
Michael Ray (topshot) - BPL Lifetime Member
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All Forum Posts by Michael Ray
Showing 191 - 200 of 1031 | Page: 1 ...11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 ...104
Re: Go for the LX5
The Canons do the same so what makes the LX5 shine for you?
Re: Teton Crest Trail
Bradford, PM me your email and I'll forward a tpo file of 3 routes Ryan Jordan has done of the Teton High Route. Another option that may be cheaper (if that is an issue for some), would be ...
Re: WTB: Canon PowerShot S100 or Similar
You just missed the end of the year sale at Amazon. I picked up mine for $249, but they're $279 now (though that's still pretty competitive). If you don't mind waiting, you could try...
Re: post JMT
Good to know about the mice! I'll use my Outsak though that will make it more attractive to 2-legged critters. May take a black trashbag to wrap it in, too. Mice can chew through any plastic co...
Yosemite post-JMT
2 more questions I thought of: 1. Is there an easy place to recharge camera batteries for a couple hours in Curry Village (or other nearby place)? Wouldn't surprise me if all 4 I'll have ...
Re: Yosemite
Since we're coming from outside the Park, a HD permit isn't required even with their new restrictions for 2013. I verified that with their wilderness office a few days ago. My Inyo permit w...
Re: Re: Re: Major road trip to western parks - tentative schedule
Great info, Art! I think the other David had mentioned reserving a cabin at CV when we were done - but I can't justify $136 + tax to stay in a tent. :P Looks like I'll try to reserve a s...
Re: Major road trip to western parks - tentative schedule
I'm planning to hit those sites in order listed (S to N) starting at sunrise as we head in the general direction of I-80 home. I haven't figured out what I'll do for sleeping yet: 1...
Re: Re: Major road trip to western parks - tentative schedule
I bet it would be. Full moon will be while in the Grand Canyon so I may go for a night hike.
Major road trip to western parks - tentative schedule
This is what I have fleshed out so far and have a couple reservations made for the first 1/3. Anything I should change/drop/add? June 17 Drive to KS I-70 Exit 132 18 Drive to UT I-70 Exit 190 ...
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The Office of Residence Life is housed with professional and paraprofessioal staff. During the academic year when the University is open, there is always a professional and paraproffesional on duty or on call to assist you.
Please feel free to contact us!
Sue O'Driscoll
Director of Residence Life & Student Conduct
Phone: (540) 545-7399
E-mail: firstname.lastname@example.com
Cooley Hall, Room 212
Sherri Snyder-Greenaway
Assistant Director of Residence Life
(Resident Director for Edwards Residential Village)
Phone: (540) 665-4611
E-mail: firstname.lastname@example.com
Cooley Hall, Room 214
Ashley Wisniewski
Assistant Director of Student Conduct
Phone: (540) 665-4921
E-mail: email@example.com
Cooley Hall, Room 206
Mary Kate Schiff
First Year Area Coordinator
(Resident Director for Funkhouser and Gore Halls)
Phone: (540) 545-7339
E-mail: email@example.com
Cooley Hall, Room 213
Ruth Kupata
Resident Director for Parker Hall
Phone: (540) 665-4799
Email: firstname.lastname@example.com
Cooley Hall, Room 211
Brittany Butcher
Resident Director for Racey Hall
Phone: (540) 665-4799
Email: firstname.lastname@example.com
Cooley Hall, Room 211
TeeAl Barksdale
Resident Director for Romine Living Center and East Campus
Phone: (540) 665-4844
E-mail: email@example.com
Cooley Hall, Room 209
Trameka Smith
Resident Director for Solenberger Hall
Phone: (540) 678-3463
E-mail: email@example.com
Cooley Hall, Room 216


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San Francisco Supermarket Street Sweep This Weekend
November 30, 2011
This Saturday, December 3 is the 6th annual Supermarket Street Sweep charity event to benefit the San Francisco Food Bank. The event is part scavenger hunt, part race and all about helping fellow San Franciscans in need. To win, riders must be the first to complete the course or carry the heaviest load of food. Last year the event drew 170 riders and collected 6,920 lbs of food, all donated to the San Francisco Food Bank. It's like a Supermarket Sweep on bikes for charity.
[How can we make San Francisco city government work better for all of us? Sign up for the Reset SF Newsletter to learn more.]
Don't want to bike ride but still want to participate? You can fundraise at Firstgiving. Riders must be at Cupid's Span (Folsom and Embarcadero) on Saturday, December 3 at noon. The riders are provided with a list of grocery stores and food items to purchase at each store. In previous years, riders have used everything including doggy trailers to haul as much food as possible. Beyond just having fun and doing good, riders can win prizes donated by sponsors. You can read about all of the prizes on the official event blog. The prizes will be handed out at the race after party with free beer from 21st Amendment.
The race comes at an important time as the Food Bank always faces higher demand during the holidays. In San Francisco, a staggering 150,000 people — 20% of the city's population — forego food in order to pay their bills. The San Francisco Food Bank helps to provide essentials to those in need.
In the last year, food banks in this country have witnessed a 30% increase in the demand for food assistance. Yet, the San Francisco Food Bank is losing $161,000 in federal funding, the equivalent of 483,000 meals this year. This Saturday, we can all come do our part to help close this gap.
Sign up for our weekly newsletter and join the conversation on Facebook.
Check out some of our newest Blogs:
Universal Internet Access for All San Franciscans
Why is San Francisco So Dirty?
SFPark – The iPhone App for Smart Parking in San Francisco


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From February, 2012
Full Speed Ahead
Seeds are in the ground and we are full speed ahead for the 2012 season!!!
We have come a long way in the past year but this past week has seen a flurry of activity not to mention some incredible weather (let's hope this is how it's going to be all year). This past week we've finished the framing of the hoop house, trellis system for the blackberries, prepared the ground with fertilizer (courtesy of Autumn's ReRide Youth Ranch), and prepared the floor for the produce processing barn. This time last year we were just breaking ground, but this year we have seeds going in the ground. That gives a huge advantage and extended season compared to last year.
We are so thankful for the ground of dedicated hunger warriors who braved the cold on Saturday morning to put over 300 pounds of potato "seeds" in the ground. This includes Irish Potatoes, Yukon Gold, Red Lasoda, Kennebec and 3 kinds of fingerling potatoes. That's just amazing and those efforts will provide an incredible amount of potatoes that will be a stable crop for distribution towards hunger relief in a couple of months.
Here are some of the stories & updates from last week so you can follow along.
Gary's Update
Faces of The Farm
Huge thank you to everyone who helped on Friday and Saturday! You're amazing.
For more info on how you can help at The Farm, please check our Volunteer/Events page or email email@example.com
Breaking Ground
The 2012 season at The Farm is officially underway!
Today we broke ground to begin preparing the soil for seeds, installing raised beds, adding fertilizer and more.
If we take a moment and look back to one year ago when we broke ground for the 2011 season, we can see just how far we've come. How far we have all come.
Last year was our first year in Fayetteville. We started with an old tractor, devoted hearts and a God sized dream. However, when the first blades went into the ground, we knew it wasn't going to be easy (see picture below).
One year later we can say that had we known what the 2011 season would have held, I'm not sure that we would have taken it on. :-) However, with thankful hearts, strong hands, a devoted community, and because of one rain shower in mid-August we made it. We all made it.
Here's the difference that a year makes…
2011 Season Breaking Ground (read full story here)
2012 Season Breaking Ground
(Thank you Williams Tractor!)
So off we go for the 2012 and we could not be more excited. We have so much to do, but this year truly represents a break through year in so many ways.
We hope that you'll join us again this season, and we invite you out any Saturday to put your hands in the dirt, pull the potatoes from the ground, and cut the sunflowers.
Almost planting time!
It's hard to believe, but it another 2 to 3 weeks (weather permitting) we'll be putting our first seeds in the ground for the 2012 season. Yes, we have high hopes and great plans for this year; however, we will do our part and leave the weather part to the One who holds this entire initiative together. Truth be told, we are selfishly asking for a little break compared to last season.
As many of you know, last season we produce 8,700+ pounds of food and gave approximately 52% of that food away to local hunger relief. This season our production plan tops 20,000+ pounds of food not counting the corn (which we struggled with last year). So, God willing and creek don't rise, we are planning for a great season.
Over the winter months…
- We've finished our pole barn which will serve as base of operations for produce processing and cold storage.
- Purchased some equipment to make building raised beds and laying irrigation tape a whole lot easier (with the tractor vs people).
- Purchased a High Tunnel that will allow us to significantly increase our growing season.
- Framed up a small greenhouse to allow us to get started earlier with seeds for each season.
- Removed some dangerous barbwire from around the front of The Farm (too many kids around for barb wire).
- Trellised the blackberries
- Prepared and fertilized the soil.
- Gained our "Certified Naturally Grown" certification.
- And we are almost ready to reset our poultry operations to increase the flock size.
This past Saturday we had a great group of people come out to The Farm to help get us one step closer to planting. Here is quick update from Gary…
Special thanks to Teen Action & Support Center for their continued support of The Farm. We would not be where we are today without them!
Bentonville High School Kicks off Cobblestone Project Chapter
For those who don't have the opportunity to work directly with teenagers it might be hard to understand where they are coming from. They might seem a little odd to most adults, as they have their particular set of interests and ideas about the world. Most of them might seem silly, or rude, or awkward to many outside of their culture but after 9 years of teaching and 3 years of youth ministry this seemingly different group never ceases to surprise me. Maybe they are hard to understand as we (adults) see them but at every turn there are some that are every bit as excited about making a difference in the world, bringing dignity to their fellow humans, and fighting for those who cannot fight for themselves, as we think that we (adults) are.
Putting feet to their desire to serve their community set in motion the establishment of BHS Cobblestone Project. After sharing with some students the driving force and mission of Cobblestone Project and mentioning to them that there might be a chance for a club to form and then work with local NPOs they didn't hesitate. To borrow language from Cobblestone project and having adapted it to fit BHS Cobblestone Project our mission statement is as follows: Our purpose is drawn from the belief that every person has a unique and immeasurable value because of our shared human story. It is this story that is defined by a movement towards the renewal and restoration of the image that all people were created for a purpose. Every human heart deserves dignity, respect and the opportunity to fully realize this purpose.
The strategy to take these ideas and turn them into action will be approached by 1) Identifying Issues of Justice & Mercy, 2) Connecting Needs with Willing Resources and 3) Fulfilling Needs with Sustainable Solutions.
Among other things we will be doing an annual coat/shoe drive, participating in regular initiatives from Cobblestone Project as well as conducting a school wide imitative in the Spring called "30 days for change" (more info coming).
The students are fired up! Every meeting I seem to see new faces and on a weekly basis encounter fellow staff members or parents who are increasingly interested in what we are doing. We have been interviewed in a High School sports talk magazine, broadcasted by our student newscast in the daily morning announcements (reaching approximately 4000 people every morning) and approached by the Executive Director of community relationships and PR for the Bentonville Schools.
It's been a fast and encouraging journey so far. The "30 days for change" initiative has sparked a lot of interest with students this spring as we have almost 40 participants signed up to work with now 7 local non-profits. I am inspired by the energy, passion and desire in the students at Bentonville High School to improve the local community of NWA. The students in the club come from all types of lifestyles and personal beliefs but see a common goal as more important than self-promoting and are willing to put aside their busy schedules to be a blessing to their community and without question their teacher and club sponsor. I am very thankful to Cobblestone Project and their willingness to partner with Bentonville High school as well as the principal of BHS, Kim Garrett for her continued support of our student body and their desire to be creative and active in their communities and am excited about what the future holds.
- Scott Herron (@scaherron), BHS Teacher
For more information on how you can get involved or follow along with this amazing movement, please email firstname.lastname@example.com and you can follow along on Twitter (@CSProjectBHS) or Facebook.
Update from The Farm
Spring is quickly approaching & believe it or not if the weather cooperates we could have seeds going in the ground in another month. Our production plans are 98% of the way complete with the total production for 2012 season planned at 20,000 pounds of food. This would be almost 3x the amount of food grown in 2011, but we learned a lot last season and we think it's an achievable goal. We had a good rain on Friday, and that meant that some of the site & soil prep we had planned for Saturday would have to wait.
However, this past Saturday an incredible crew of community friends come out to The Farm to help get us one step closer.
Specifically, they help make a lot of progress on laying down a rock layer under the pole barn. This will serve as a solid surface for our wash stations, produce preparation, and cold storage that will soon be build on site. They help clear rocks from the north end of the field and ensure the chickens were all set.
We grabbed a little video from the day and got to hear from Hannah & Gary on what's ahead plus from we had privilege of having Andy, Kari & their son come down to help us continuing clearing the north field.
We have purchased a few pieces of equipment that have finally arrived.
Our High Tunnel (Hoop House) arrived on Friday & we had planned to prep the site to install it; however, the ground was too wet from the rain the day before so that will have to wait until the next opportunity. We are really excited about the High Tunnel as this will be a significant step in extending our growing season. Once completed, it will serve as a greenhouse to allow more delicate plants to get started earlier in the season and protect them during the more extreme summer months.
For more information on how High Tunnels are used there is a great article from the University of Arkansas Department of Agriculture "Horticulturists focus on organic and high tunnel production systems."
Additionally, we were able to purchase a "Plastic Mulch Bed Laying" attachment for the tractor (see example picture below). This will allow us to layout all the beds, weed control, and irrigation tapes with the tractor and save us a lot of time and energy that we can allocate towards putting more plants & seeds into the ground, produce harvesting & processing, and pest management.
As you can see, we're hard at work getting ready for spring. However, we could not do it without the tremendous support of the community. You are all amazing!!!
We still have some Harvest Share Subscriptions available that will allow you to take home a portion of the harvest (this is how we cover our costs for seeds, fertilizers, water, etc. at The Farm), so you get fresh, local, sustainable food, and we get to give a whole lot of it away to those at risk for hunger in our community!
We have Spring Preparation Volunteer days scheduled every two weeks for the next month, so check out the calendar and come out and join us!


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Laboratory technician salary
Laboratory technician's salary (shortly known as laboratory tech salary or lab tech salary ) in the United States according to the U.S. Department of Labor's Bureau of Labor Statistics (BLS) is about $37,860 per year. According to the Bureau of Labor Statistics, the employment for laboratory technicians has been expected to increase by 14 percent by the year, 2018 as it is growing at a faster pace than any other technician job. Hence, one can benefit a lot by becoming a laboratory technician. The laboratory technicians employed in private companies receive an annual salary ranging from $32,928 to $45,682 while those employed in federal government agencies received from $28,824 to $46,083. According to payscale, an hourly wage for a laboratory technician ranges from $14.41 to $19.64 which can gradually increase from $20.10 to $29.47 overtime. In addition, one can receive annual bonus and total annual compensation of about $30,449 to $42,711. Read more about clinical laboratory technician salary, clinical lab technician certification and training.
Laboratory technician job description
The job of a laboratory technician varies depending upon one's field of study. For instance, a medical laboratory technician prepares the specimens, performs blood tests, and operates automated analyzers to name a few. A dental laboratory technician takes oral impressions, pores casts, and fabricates dental appliances including crowns or prosthesis. The job of a research laboratory technician is to assist medical or pharmaceutical scientists, organize the clinical trials and maintain the clinical trial reports. The hospitals, laboratories and healthcare institutes are in need of more number of laboratory technicians due to the growing population and increased workload caused by the advancement in the medical lab procedures.
How much does a Laboratory technician make ?
Average laboratory technician salary
According to the federal Bureau of Labor Statistics, an average yearly salary for a laboratory technician is around $37,860.
Laboratory technician salary in USA
Based on work experience, the laboratory technicians with 1 to 4 years of practical experience receive an average annual salary ranging from $28,002 to $39,662. Similarly, those with 5 to 9 years of experience receive a yearly salary ranging from $30,466 to $44,738, those with 10 to 19 years of experience receive an annual salary ranging from $34,320 to $49,255, and those with more than 20 years of experience receive from $35,058 to $49,724.
Laboratory technician salary in Canada
According to payscale, an average laboratory technician in Canada receives an hourly wage ranging from between C$16.73 – C$37.11 per hour which can increase between C$1.46 – C$70.87 overtime. In addition, a bonus of about C$4,848 will be credited to his or her account. In fact, a laboratory technician in Canada receives his or her total earnings ranging from C$32,095 – C$77,661 per annum.
Laboratory technician salary in Australia
An average hourly wage for a laboratory technician in Australia is between AU$37 and AU$60 per hour which averages to a total mean salary of about AU$40,000 per year. According to payscale, a laboratory technician in Australia receives an annual salary ranging from between AU$13,737 – AU$71,505. In addition, a bonus ranging from AU$40.25 – AU$5,896 will be credited to his or her account. In fact, a laboratory technician in Australia receives his or her total earnings ranging between AU$25,931 – AU$116,778 per annum.
Carrington College has helped over 45,000 graduates realize their dream of a career in healthcare. Now it's your turn. Choose from eleven conveniently located campuses.
- Medical Laboratory Technology
Star Career Academy - the career school of choice.Students will be prepared for entry-level employment in allied medical assisting and other health fields, hotel/restaurant management, cosmetology, or a choice from our professional culinary and baking & pastry programs. What makes us unique, and unlike other trade schools, is the dedication of our staff to provide performance-based occupational training. Students gain the knowledge and confidence they need so that they may quickly gain employment and achieve the success they desire.
- Dialysis Technician
- Medical Laboratory Assistant Technician
How to become a lab technician ?
Laboratory technician training
To enroll in a laboratory technician training program, one should complete 2 to 3 years of study as a Bachelor of Science (BS) or an Associate of Science (AS) in Laboratory Technology. The laboratory technician programs are usually offered at technical colleges, vocational schools, community colleges, and universities. The candidate should select one's program field of choice (like chemical, forensic, medical, dental, pharmacy programs and so on) from an accredited school or university.
Laboratory technician certification
On successful completion of the laboratory technician training program, the candidate qualifies to take national certification exams offered by the American Medical Technologist (AMT), the American Society for Clinical Pathology (ASCP), and the National Board for Certification (NBC) in Dental Laboratory Technology. The exam conducting board varies based on one's field of choice. Like, one should complete an accredited program of the National Accrediting Agency for Clinical Laboratory Sciences to become a medical laboratory technician.
Conclusion about laboratory technician salary
The total yearly salary for the laboratory technicians employed in colleges has been around $48,040 while those employed in home health care services received an annual salary of around $40,130). A little higher annual pay of around $41,610 has been earned by those employed in scientific research and development services while those employed in federal government's executive branch received around $40,610 per year.
2 Responses to Laboratory technician salary
I am doing my bsc in chemistry.can I become laboratory technician


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Following the release of political prisoners, relaxed censorship and other
legal reforms, and the lifting of sanctions, Myanmar is shaping up as Asia's
next hot investment market. As foreign speculators and developers flock to
Yangon (formerly Rangoon), photographer Christopher Wise captured life in the
city's business open markets and ex-pat bars. If nothing else, Yangon today is
proof that money abhors a vacuum.
Sitting at the center of Yangon (Rangoon), the Sule Pagoda is said to have been built in the time of the first Buddha (about 2,500 years ago).
From the Streets of Ferguson—Portraits of Defiance
Military-Style Police Forces
Choking Poster Designs
40 Years of Hawaiian Punch Ads
The Infoladies of Bangladesh
Climbing to Another Continent
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Feeling quite nostalgic? Feel like we have been here before? You should. In the past few days, a divided US Senate Foreign Relations Committee approved an authorization of a military intervention against the Syrian government, creating a mixture of showdowns as exciting as the new series of the X Factor.
Jenny Packham has dressed a lot of stylish and individual women like Angelina Jolie and Kate Middleton. As she prepares for New York Fashion Week, which starts on September 5, Packham takes a break to talk about modesty, burlesque dancing and love.
Despite the long standing argument as to the validity and the justification of the Monarchy and its continued existence, there is no denying the fact that such practice of power cannot simply be abolished. For one, the Monarchy is part of a long historical tradition.
Over the weekend the Duchess of Cambridge was widely reported making her first public appearance since giving birth, but was there an unhealthy media obsession with the post-pregnancy body shape of Kate Middleton?
From the moment it was announced that Prince William's wife, Kate, was expecting their first child, and third-in-line-for-the-throne-heir, many moms and the media have struggled to find commonalities between her new baby experience, and everyone else's. Everyday challenges a new mom faces will always have a slight variance for Kate.
Last Wednesday, singer Beyoncé Knowles posted a photo on Instagram that sent star-gazers into an uproar. Just once we'd love to see a Facebook status update like: "OMG! Beyoncé was collecting food for the food bank. I am so, like, going out tomorrow and doing a food drive!"
By the time George of Cambridge doth wear the crown, Britain will have changed in four dramatic ways.
Of all the ludicrous pieces of claptrap that I have heard spouted about Prince George, there is nothing quite so bonkers - so utterly fantastical - as this idea that the boy is going to be circumcised. Where has this nutso idea come from? I know exactly where: the United States.
Looking back at royal baby week, one can't help but realise the global reach of such occasions and the positive knock on effects for international tourism. Judging by the international media gathered in London for the birth of Prince George, Britain's profile has undoubtedly been lifted, with images and footage splashed across newspapers and TV sets globally... Hosting the very best national broadcasters from around the world puts us front of mind once again and reinvigorates our brand as we seek to maintain the momentum of the Royal Wedding, The Queen's Diamond Jubilee and of course the 2012 Olympic Games.
Here's the thing. When men (and especially princes) take two weeks off to take care of their newborns, everyone applauds. But when an "ordinary" mom takes two weeks, two months, two years or 20 years "off" to raise her child, no one (or very few) bat an eyelash.
I may be on vacation this week, but camping gear, Kate's "baby belly," Gwyneth's school choice, teaching kids how to succeed and nature's beauty all s...
y having a Head of State picked for no other reason than which womb they came from, we undermine every call for talent, entrepreneurship, and aspiration in this country. By denying any member of this nation the right to go for the top job, we create second-class citizens by default.
Is my body supposed to pretend it didn't rearrange all my organs and open my rib cage and my hips and grow a new human person and then proceed to feed and nourish that person from the very same body that delivered him, whole and perfect, into the world?
The birth of the newest royal puts Diana back in the hearts and minds of our entire generation. We watched her fairy tale wedding; lived through her challenges; grew to adore and were devastated by her death. As many of us are becoming grandparents, we feel a fresh wave of pain at her loss.
Prince George has many years to live up to the name carried by many a royal and many a celebrity, but we all know he will inevitably become a heart-throb in his own right. Here's a list of our favorite heart-throb George's of all time.
There was a time, not all that long ago, when thrift stores and consignment shops were seen exclusively as the domain of penny-pinching grandmas. But ...


text: California Statewide Automated Welfare Systems (SAWS) Consortia Modernization and Innovation ISM 2011 Michael J. Sylvester II Assistant Director Bureau of Contract and Technical Services County of Los Angeles Department of Public Social Services 1 Overview of Presentation Background SAWS Consortia Modernization Initiatives On-Line Application Customer Portals Interactive Voice Response (IVR) Outbound Dialing Contact/Call Centers Document Imaging/Electronic Case Records Kiosks Lessons learned Future Enhancements Questions 2 BACKGROUND 3 County Social Services 58 county social service departments Serving clients In over 1,000 offices In conjunction with community organizations Over the phone Online Through the mail In multiple languages Using automated systems LEADER/GEARS/GROW – Los Angeles County CalWIN – 18 counties C-IV – 39 counties Interacting with state & federal systems for information 4 verification Assistance Programs Supported Medicaid – Medical coverage (Medi-Cal) SNAP – Food Assistance Program (CalFresh) TANF – Cash & Employment Services (CalWORKs) Refugee Cash Assistance Cash Assistance Program for Immigrants (CAPI) General Assistance/General Relief (GR/GA) Foster Care, KinGAP & Adoption Assistance 5 Clients Assisted 400,000 Applications Monthly (8 Million Recipients) 1.5 million CalWORKs recipients 4.7 million Medi-Cal recipients 3.9 million CalFresh recipients 6 Application Process Seek services Complete application Communicate with Eligibility Worker as needed Submit any needed documentation Receive notice of eligibility decision Receive ID card, EBT card, benefits 7 CONTINUING CLIENT EXPERIENCE Annual eligibility renewal Requirement in federal law Clients receive packets in advance Provide information to eligibility worker Eligibility recalculated Periodic reporting requirements Quarterly for CalWORKs & Food Stamps Semi-Annual for most Medi-Cal parents Changes most often reported Employment Income Address New family member 8 CONTINUING CLIENT EXPERIENCE Reported changes often affect eligibility If moved to a new county If gained/lost job or gone from full to part time If family member moved into/out of household Eligibility worker processes these changes Gathers any necessary verifications Enters changes into automation system System recalculates eligibility for all programs Notifies clients if eligibility or benefits change 9 Automated Verification & Information Exchange MEDS Statewide client index Benefit Identification Card Issuance Support Child Support collection & accounting Electronic Benefits Transfer EBT card issuance Cash & CalFresh benefit allotment Child Support Provide client information and referral Social Security (via MEDS) Citizenship verification Other State & Federal Systems Income & employment verification 10 …PROBLEM: LOTS OF PAPER AND VERY LONG LINES 11 SOLUTION: SAWS CONSORTIA MODERNIZATION INITIATIVES… 12 Modernization Initiatives On-Line Applications / Customer Portals 13 On-Line Applications/Customer Portals – What are they in CA? California Customers can submit an application for multiple programs (i.e. Medi-Cal, CalFresh, CalWORKs, and County Medical Services Program (CMSP)) CA Statewide Benefits Portal – www.benefitscal.org This portal connects three On-line SAWS websites for application processing for all 58 CA Counties YourBenefitsNow! www.dpssbenefits.lacounty.gov BenefitsCalWIN www.benefitscalwin.org C4Yourself® www.c4yourself.com All were live by February 2011 Multiple languages supported 14 On-line Applications/Customer Portals – CA Statewide Benefits Portal www.benefitscal.org 15 YourBenefitsNow BenefitsCalWin C4Yourself® On-Line Applications/Customer Portals – Benefits and Services Offered Anonymous pre-screening Apply for benefits in CalWORKS, CalFresh, Medi-Cal, etc. Submit periodic reporting requirements through on-line forms (i.e. QR-7 Submissions) Annual Redeterminations Uploading required supporting documentation Check case status and benefit amounts (past, current and future) Obtain worker information, office hours and location, GIS maps, directions, etc. Provide messages: system and worker initiated eSignature capabilities & latest security features, i.e. "Captcha" 16 On-line Applications/Customer Portals – Statistics (as of June 2011) The number of hits to 'BenefitsCal.org' has increased over time and is approaching 100,000 hits since going live in February 2011 The number of applications processed through the On-line SAWS websites is approximately 250,000 total thus far (with approx. 27,000 new on-line apps per month Statewide): • YourBenefitsNow (approx. 11,000 since February 2011); currently averaging approx. 4000 per month • BenefitsCalWIN (approx. 71,000 since November 2010); currently averaging approx. 9,000 per month • C-4-Yourself (approx. 164,000 since Oct 2007); currently averaging approx. 14,000 per month On-line applications comprise (%'s change constantly): • CalFresh 45-60% (approx.) • Med-Cal 25-35% (approx.) 10-15% (approx.) 17 • CalWORKs On-line Applications/Customer Portals – Best Practices & Lessons Learned Include the users of the application in the design, development and testing up-front and perform usability studies prior to completion of design to avoid rework Ensure executive level management are engaged in project through out the project life-cycle Ensure all levels of management are made aware of potential direct and indirect business impacts on their operations Ensure all appropriate staff receives training prior to implementation of the project for processing of the incoming applications Develop an on-line survey for users or other mechanisms to see where customers are abandoning the application process or having difficulties Include a "Report a Problem" link in the application so customers can report issues as they experience them Survey the public prior to implementation of the project for valuable feedback Ensure all appropriate application/server monitoring software is tested prior to implementation of the project Ensure your product works successfully with all browser types 18 Modernization Initiatives Interactive Voice Response (IVR) 19 Interactive Voice Response (IVR) – Benefits (Information over the Phone) Used by many CA Counties for incoming self-service primarily for the CalWORKs, CalFresh, and Medi-Cal programs Case Specific Information • Check address • Check grant amount or CalFresh allotment • Check Medi-Cal Share of Cost General Information • Office hours • Contact information 20 Interactive Voice Response (IVR) – Specifics Reduces lobby traffic by 30% or more Linked to real-time data in SAWS systems Available on a 24X7X365 basis with a Customer ID and PIN Provides Clients the Ability to: • Obtain automated case and benefit status information • Check benefit amounts • Check QR-7 and redetermination packet receipt • Request replacement EBT/BIC cards • Leave a message for a worker • Check offices hours and verify address • Obtain worker information • Change/reset PIN for log-in (self-help) Receiving over 400,000 calls (for self-service alone) per month in CA Counties Statewide and climbing Interactive Voice Response (IVR) – Best Practices & Lessons Learned Real Time Benefit information look-ups can have performance challenges, check business requirements to determine if prior day information will work Ability to request forms to be sent without staff intervention is very beneficial to customer and staff Adding IVR phone number to outgoing voicemail messages dramatically increases usage Ensure self-help features are enabled to reset PINs automatically without staff intervention Be sure that reporting mechanism captures all calls and selections regardless of whether the customer listened to the entire message Ensure enough time for JAD Sessions, finalizing the scripts, translations, recordings, getting the wave files, scripting, testing and mailing of notices. Any potential slippage in these tasks could impact the Project Implementation. Look for data anomalies in back-end SAWS systems, as they will present to users through this new media, i.e. blank worker names, or numbers Ensure test data is consistent with what is expected in production. Using "Dummy data" leaves you vulnerable to errors Initially, the IVR offloads are not that high but ramp up over time. Marketing and communication strategies play a very important role in adoption Once IVR is implemented, customer involvement and feedback in very important 22 Modernization Initiatives Outbound Dialing 23 Outbound Dialing – Benefits (Communication via Phone Messages) Implemented for CalWORKs, CalFresh, Medi-Cal, General Assistance/Relief and IHSS programs Option to Receive Various Information via the Phone, including, but not limited to the following: Reporting requirements reminders Eligibility renewal due date reminders Up coming appointments reminders General information Emergency messages 24 Outbound Dialing – Specifics Automatically calls customers about missing documents needed for continued eligibility (i.e. missing QR-7/Income reporting…) Calls to remind customers of appointments, particularly effective for Welfare to Work (WtW) requirements Reminder calls to IHSS Providers to turn in time sheets Messages sent in multiple languages For sensitive messages, add"nl security invoked by msg type for individual ID prior to msg delivery. (ie: consent or requiring PIN or personal info {i.e. birth date} entered prior to playing message) Detailed reporting statistics captured for call dispositions, (i.e. answered , reached V-mail, ring/no answer, busy signal, answered hung-up, etc.) Capacity: Some systems capable of making up to 40,000 outgoing calls per day 25 Outbound Dialing – Best Practices & Lessons Learned Need to consider whether consent is needed and what type of messages to send as appropriate Example: If customer provides a cell phone number, should he/she have to enter their case number and PIN to get the message? If a customer is on a bus, driving a car, pushing a stroller, or out job hunting, will they be able to or want to take the time to enter the information? Example: If the customer provides a home phone and lives with others, then should they have to authenticate, provide case number and PIN prior to message being provided? Need to consider the timeframes for making call (i.e. too late or too early) Automate call disposition status being updated in the backend SAWS system. For appointment reminders, allow customers to respond to whether they will attend or not, then automatically update the customer appointment in the system so workers know immediately When reporting, make sure a successful call is not defined by the customer listening to the entire message Perform full and thorough testing for campaigns to make sure that the messages are clear and consistently played on phones, voicemails. Also, keep the messages short and precise to be effective and save costs related to telephone charges Ensure business owners are assigned to each campaign to continually evaluate their effectiveness 26 Modernization Initiatives Contact/Call Centers 27 Contact/Call Centers – Benefits (Quick access to County Eligibility Staff) Apply for benefits Check on case status Report changes Get information 28 Contact/Call Centers – Example of Call Flow Route to Agent with IVR Correct Skills (Program and Language) Providing Self-Service Check for (existing) Agent and Collecting Availability Caller Internet Information VoIP or Ticketing ACD Call System Mgmt Cell phone System Telephone Agents Customer/ Participant SAWS System Document Imaging System 29 Contact/Call Centers – Specifics customer information (including exit point in IVR) provided in "Soft Phone" client Screen-Pop between Contact Center and SAWS with case information Calls and screens recorded for QA Workforce management capabilities provided for staff loading and planning Supervisor management capabilities, (ie. queue monitoring, call hold times, call wrap-up times, etc.) Multiple languages supported End-to-End reporting Receiving nearly 700,000 calls (for full-service Contact Center agents) per month in CA Counties Statewide and climbing 30 Contact/Call Centers– Best Practices & Lessons Learned Include various partners in designing, planning and expanding services such as Program, Line Ops, HR, IT and also, Community Agencies and Advocacy Groups, PSS Commissions, Employee Unions and Bargaining Groups Establish service delivery standards up-front ( i.e. acceptable hold times, call back times, call wrap-up times, trouble ticket closure times, etc.) & actively MEASURE performance & QC Error Rates Do a "lot of research" and plan your staffing and infrastructure investments on solid business measurements (i.e. caseloads, call volumes, tracking ticket data, # of available agents, available square footage, geography, budget, etc.) Continually research and implement best practices from other successful Public & Private contact centers Perform full Ergonomic workspace assessment and provide adequate and efficient spacing and furniture (provide incentives…) Have professional training and certificate programs for Customer Service Agents available on an ongoing basis Have an independent consultant do a thorough evaluation of the current operation and provide recommendations on future expansion at a business, technical and operational level Adjust business processes to take full advantage of Contact Center services Survey Customers to get information and feedback via surveys and interviews 31 Modernization Initiatives Document Imaging / Electronic Case Records 32 Document Imaging – Benefits Applicants only need to provide information once Information is made readily available for authorized use in eligibility and benefits issuance process Information is accessible from various locations (in-person, phone, etc.) Reduces substantially the time it takes Intake and eligibility workers to locate case records Improves efficiency and effectiveness of the clerical support Reduces errors and negative hearing outcomes Improves communications between County workers and customers Improved records retention, integrity and backup capabilities Provides the potential for clients to submit documents and forms electronically 33 Document Imaging – Example of Process (Integrated with SAWS) Image Scanning Image Retrieval 1. A worker opens a 1. A worker opens a case file in the case file in the SAWS system. SAWS system. 2. The worker triggers 2. The worker scanning by clicking requests to see the Scan button on images relevant to the page. the current SAWS system page by 3. System scans the clicking the Images image and button on the page. automatically pulls the metadata for the 3. System requests case from SAWS appropriate images system. and displays them to the worker. * Note: Barcodes are also directly scanned. 34 34 Document Imaging – Best Practices & Lessons Learned Find the "right" scanning process for your business environment, distributed or centralized scanning Build-in Quality control check-points and processes & create a official record of the process followed for each document/case ingested (eJounral) Regularly monitor workflow queues to index/file documents in a timely and consistent manner and develop corresponding performance standards Visit other counties to see other solutions before deciding on technology platform and corresponding processes/approach Training, Training and more Training - very important for adoption of the system Forms Ownership - Identify forms and assign owners early in project (Develop an Enterprise Forms Taxonomy) Develop internal champions/experts and put them "out-front" to help their peers Make use of Bar coding or special markers to reduce the need for separator sheets Trusted System Certification – seek independent review before destroying paper Establish an Exec Steering Committee with reps across organization Plan for and document case storage and case retention/destruction processes Involve HR and Labor Unions 35 Modernization Initiatives Kiosks 36 Kiosks – Benefits Placed in Office Lobby and Community Organizations Customers use Kiosks to: (Re) Apply for assistance Provide documents Submit updates Check Benefits Get Information 37 Kiosks – Best Practices & Lessons Learned Connectivity – rural areas have connectivity challenges. Understand connectivity options and limitations before you decide on a location Hours of operation – businesses with later hours offer opportunity to the community to use Kiosks more after hours Developing informal agreements with Kiosk hosts on moving Kiosks, reporting technical issues and routinely checking to see that Kiosk is operating throughout the day (we have had incidents of people unplugging Kiosks so they can charge cell phones) Decide on access to which websites are needed and have them enabled at time of deployment Install screen saver with a message to ensure Kiosk appears operational Educate staff on how to support devices in the field Consider initially having staff available at the Kiosk to facilitate and encourage use Measure usage and survey the Kiosk value with customers regularly 38 Modernization Initiatives Future Enhancements… Marketing? 39 Future Enhancements Assistor Role (Community Partner Portals) "Click to Chat" Option on websites eTelephonic Signature eNOAs (Electronic Notices of Action) Mobile applications and SAWS Website & Statewide Portal support for SmartPhones QR (Quick Response) Codes on correspondence 40 Marketing – Important? Strong marketing is one of the most important things you can do Having well defined functionality does no good, if customers don't know about it or how to use it! Make sure to include marketing costs in the budget and plan appropriately 41 QUESTIONS…? 42