Massachusetts Department of Youth Services Case Study

Case Study: Massachusetts Department of Youth Services (DYS)

The Department of Youth Services is the juvenile justice agency of the Commonwealth of Massachusetts. DYS operates 84 programs including:


  • 56 facilities, ranging from staff secure group homes to highly secure locked units, and
  • 28 programs to service youth who live in the community (residing with a parent, guardian, foster parent or residing in an independent living program).

DYS is in the process of implementing a Workforce Planning and Development (WFPD) initiative . To carry out this work, DYS established a series of teams.

The case study examples shown here are organized by Workforce Planning step, and under the teams that developed and implemented them.

Download the Final Report Executive Summary (PDF) .

Download the 2007-2010 Status Update Report (PDF)


Workforce Planning and Development Team (PDF)

This team is made of up of an organizationally and geographically diverse group of individuals - from frontline employees to upper-level managers representing each of the DYS Regions and the Central Office. Approximately sixteen individuals served on the team at any one point in time. The team members not only coordinate and oversee the entire WFPD process, but also fully participate in each stage of the process by gathering and analyzing data, developing and implementing gap-closing strategies and evaluating the process. The following documents by the WFPD Team serve as examples of their work:

  • MA DYS Workforce Planning Work Plan - This document was developed and revised over the course of several meetings in order to align WFPD and DYS strategic initiatives.
  • MA DYS Workforce Planning Goals, Outcomes, Performance Measures, Objectives - Initially created during the early stages of the WFPD process; revisited and revised throughout the process.
  • Preliminary Logic Models - Initial attempts at developing logic models to graphically demonstrate the relationship between WFPD and long-term client outcomes.
  • MA DYS Strategy Assessment Work Plan - A detailed work plan that was developed to ensure that Step 1 of WFPD was carried out properly.
  • MA DYS Communication Work Plan - Developed to ensure that the team had a comprehensive communications strategy in place.
  • Workforce Planning FAQ - This document was developed early in the WFPD process as a tool to disseminate information about WFPD to agency staff.


Data Collection and Evaluation Sub Team(PDF)

This sub team was initially responsible for collecting both the internal and external data used as part of the environmental scan. Later in the process, the team assumed the responsibility for evaluation as well. During the Data Collection step, the team produced:

  • MA DYS Data Collection and Analysis Work Plan - A point-in-time work plan used by the sub team to clearly identify action steps and responsibilities. This was updated and revised over time.
  • SWOT Matrix - This matrix was completed by the WFPD team to identify the Strengths, Weaknesses, Opportunities and Threats relevant to the success of the WFPD implementation.
  • MA DYS 2008 Employee Satisfaction Survey Invitation - Sent to the Regional Offices to ask for their assistance in disseminating the satisfaction survey.
  • MA DYS 2008 Employee Satisfaction Survey - The 2008 satisfaction survey that was designed by the sub team and approved by Leadership.
  • MA DYS Communication Work Plan - Developed to ensure that the team had a comprehensive communications strategy in place.
  • MA DYS 2008 Employee Exit Survey - Developed to gather data from departing employees to gain a better understanding of why they were leaving the Department.


Data Collection and Evaluation Sub Team

This sub team was initially responsible for collecting both the internal and external data used as part of the environmental scan. Later in the process, the team assumed the responsibility for evaluation as well. During the Data Analysis step, the team produced:

  • MA DYS Exit Survey Results - 7/1/09 through 6/30/10 (PDF) - Summarizes the results of the responses to the DYS Exit Survey during FY 2010.
  • MA DYS Caseworker/Group Workers Exit Survey Report (PDF) - Because DYS did not have an Exit Survey in place prior to 2007, the WFPD team wanted to collect data as to why turnover was so high in the GW I classification. This survey was developed and sent to former employees who had departed DYS during the prior 12 months.
  • MA DYS Managers Exit Survey Report (PDF) - The WFPD team developed this survey that was sent to the supervisors/managers of Group Workers who left DYS within the last year and Caseworkers who left DYS within the last three years. Because DYS wasn't using exit surveys at the time, the team believed that surveying the former supervisors would provide reasonably good information about departed employees.

Internal Data Reports (PDF)
  • Gap Analysis - Staffing Assessment Template - Used to project hiring needs in the Group Worker I classification.
  • MA DYS Internal Dashboard Regional Data Comparisons - FY08 - The sub team developed the Internal Dashboards to help the Regions identify workforce trends "at a glance."
  • MA DYS Internal Dashboard Regional Data Comparisons - FY10
  • MA DYS Regional Data Template - FY07 - This report, and the next several (through number 19) are examples of the many data reports the sub team created to analyze workforce data both department-wide and regionally.
  • FY07 New Hire Data - Direct Care Positions by Region
  • FY07 Promotional Data
  • FY07 Terminations by Reason - by Region and Position
  • FY07 Terminations for Direct Care Positions - by Region
  • FY07 Terminations by Race and Gender - by Region
  • FY07 Direct Care Positions - by Race and Gender
  • FY07 Direct Care Positions - by Date of Entry
  • FY07 Direct Care Positions - by Educational Level
  • FY07 Direct Care Positions - by Workforce Age
  • FY07 Group Worker Positions - by Workforce Age
  • Industrial Accidents and Overtime by Worker Type and Region

  • FY06 Demographic Comparison by Region - Graphs (PDF) - Client Population and Direct Care Workers

External Data Reports (PDF)
  • 2009 External Data Comparisons by Region - This and the following document are examples of reports created to summarize key external data by region. The sub team produced similar reports periodically.
  • 2010 External Data Comparisons by Region

Workforce Planning and Development Team (PDF)

This team is made of up of an organizationally and geographically diverse group of individuals - from frontline employees to upper-level managers representing each of the DYS Regions and the Central Office. Approximately sixteen individuals served on the team at any one point in time. The team members not only coordinate and oversee the entire WFPD process, but also fully participate in each stage of the process by gathering and analyzing data, developing and implementing gap-closing strategies and evaluating the process. The following documents by the WFPD Team serve as examples of their work:

  • MA DYS 2010 WFP Implementation Plan - This is an example of the work plan that was updated periodically
  • MA DYS Gap-Closing Strategies Work Plan - This is another version of a work plan used during the Implementation phase.
  • 2010 Employee Satisfaction Survey Email to Regional Directors/Managers - This email was sent to Regional and District Managers to solicit their cooperation to ensure that employees were made aware of the satisfaction survey.
  • MA DYS 2010 Employee Satisfaction Survey - The follow-up to the 2008 Employee Satisfaction Survey; administered in November 2010.

Data Collection and Evaluation Sub Team

This sub team was initially responsible for collecting both the internal and external data used as part of the environmental scan. Later in the process, the team assumed the responsibility for evaluation as well. During the Implementation step, the team produced:


Competency Model Sub Team

This sub team was responsible for understanding how the competency models could be woven into the various HR processes, but focused most of its attention on performance management. The sub team developed the monthly supervision process, a guidebook, associated forms, and training.


Development of Competency Models (PDF)
  • Competency Library - This document, from the Workforce Planning Portal, contains the competency titles and definitions from which focus groups of subject matter experts identified the specific competencies for each classification.
  • Competency Matrixes - Group Worker I, Group Worker II and III, Caseworker - These charts are the final versions of the Competency Matrixes developed to link the competency model for each classification into the specific human resources gap-closing strategies.
  • Competency Menu Rating Worksheet - Caseworker - This is a tool that the WFPD Team used to assess the competency level of the current workforce against the required competency level in order to identify the size of the gap for each competency.
  • Competency Gap Analysis - Group Worker I - These documents were completed by the sub team to identify the gaps for each competency for each classification.
Competency Development: Behaviorally Anchored Ranking Scale Documents
Competency Assessment Survey Information (PDF)
  • 2008 Competency Assessment Zoomerang Survey - Caseworker - This survey was developed and administered to establish a baseline of current proficiency in each competency so that it could be used as part of the evaluation process.
  • 2008 Competency Assessment Survey Report - Caseworkers and Group Workers - Shows the current proficiency level of an employee on each competency; used as a baseline during the evaluation phase.
  • 2008 Competency Assessment Survey Invitation and Information - Sent to the supervisors of all employees hired under the new selection process who had at least six months of experience, in order to obtain data to evaluate the selection process.
  • Presentation March 13, 2009 - Supervision Guide for Caseworker, Group Worker I, II and III (PDF) - This presentation was developed to provide training to all supervisors on the "Monthly Supervision" process.

Supervision Guidelines (PDF)
  • Supervision Guide for Caseworker, Group Worker I, II and III - Designed for supervisors as a supplement to the training on "Monthly Supervisions."
  • Feedback from Strength-Based Supervision Rollout - This is a summary of the evaluation and feedback from the monthly supervision training.

Supervision Forms (PDF)
  • Caseworker Monthly Supervision Form - This and the following three forms are the Monthly Supervision Forms that the sub team developed for each classification.
  • Group Worker I Monthly Supervision Form
  • Supervisor (Group Worker II) Monthly Supervision Form
  • Administrator (Group Worker III) Monthly Supervision Form

Selection Sub Team

The Selection sub team designed the new selection process for new hires and promotions. They developed behavioral interview questions, contributed to a revised hiring policy, designed interview assessment and scoring forms and a series of standardized letters.


Interview Notes Forms
Interview Assessment Forms (PDF)
  • Caseworker Interview Assessment Form - This and the following two forms were developed for the interview panel to record the panel's assessment of each interviewed applicant.
  • Group Worker I Interview Assessment Form
  • Group Worker II, III Interview Assessment Form - Rounds 1 and 2

Candidate Recruitment and Selection Sample Letters (PDF)
  • Selection Letter - GWI Post Interview - This and the following selection letters were developed to provide hiring managers with a variety of standardized letters to communicate with job applicants and candidates.
  • Selection Letter - GWI Reapply
  • Selection Letter - GWI Provider Referral
  • Selection Letter - GWI Verification of Continued Interest
  • Selection Letter - Acknowledgement of Receipt
  • Selection Letter - Applicant Non-Selection
  • Selection Letter - Interview Letter
  • Selection Letter - Request for Written References
  • Selection Letter - Offer of Employment Letter
  • Selection Letter - Candidate Non-Selection
  • Selection Letter - Management Conditional Offer
  • Selection Letter - Confirmation of Acceptance

  • Competency-Based Behavioral Interviews - Frequently Asked Questions (PDF) - This document was developed as a supplement to the Hiring Policy and the Behavioral Interview Training to ensure a thorough understanding of the process.

  • Training Presentation - Behavior-Based Interviewing: Group Worker I (PDF) - This presentation was used during the training of interview panels to participate in the selection process for Group Worker I's.

  • Training Workbook - Behavior-Based Interviewing: Group Worker II and III (PDF) - Provided to participants attending the behavioral interview training.

Recruitment Sub Team

This team was responsible for designing an overall recruitment strategy, helping the Regions develop recruitment plans, designing a recruitment brochure, poster, and PowerPoint presentation.

  • Northeast Region Recruitment Plan - Group Workers and Caseworkers - An example of a Recruitment Plan developed by each Region.
  • C4K On-Site Technical Assistance Quarterly Status Report - An example of similar reports used by the sub teams to report progress on the WFPD process.
  • MA DYS Recruitment Poster - The poster and accompanying brochure and presentation were developed to be used at job fairs and other recruitment events.
  • MA DYS Recruitment Brochure

  • MA DYS Recruitment Presentation

Retention Sub Team

This team focused primarily on the role of the frontline supervisor in retention and developed a competency based supervisory training curriculum.

  • Supervisor's Training Curriculum (PDF) - The curriculum was developed to include all of the new components of the workforce planning and development plan to ensure new and existing supervisors are trained in the new human resource processes and introduced to the new behaviors required of supervisors.


Data Collection and Evaluation Sub Team

This sub team was initially responsible for collecting both the internal and external data used as part of the environmental scan. Later in the process, the team assumed the responsibility for evaluation as well. During the Evaluation step, the team produced:


WFPD Evaluation Updates (PDF)
  • DYS Workforce Planning and Development Initiative 2008 Update - This and the following document are annual WFPD progress reports.
  • DYS Workforce Planning and Development Initiative 2009 Update

 

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