2011-2012: Planned Parenthood of the Great Northwest, Inc. -- Customer Service Evaluation.
2011-2012: Planned Parenthood Southern New Jersey -- Customer Service Evaluation and Training.
2011: Center for Health Training -- E-Learning programs. Produced two four-part Articulate series on Family Planning Basics and FPAR data collection instruction. Provided consulting services to help client adopt new e-learning platform.
2011: Time Study and Clinic Flow Consulting, plus Customer Service Evaluation for Planned Parenthood-Shasta Pacific
2010-2011: Family Violence Prevention Fund -- "Making the Connection" Series. Produced a series of 15 video and animation modules and a broadcast PSA to teach health care providers skills for detecting and addressing intimate partner violence and reproductive coercion.
2010-2011: Planned Parenthood of Greater Northern New Jersey -- Customer Service Evaluation and Training Design and lead year-long customer service improvement program involving telephone evaluation, mobile customer services, onsite evaluation and all staff training.
2010-2012: Planned Parenthood of Santa Barbara, Ventura and San Luis Obispo Counties, Inc. -- Customer Service Evaluation and Training.
2009-2010: iConfiDent -- Product Development and Management. Researched and developed new features and third party partnerships for web-based collaboration application for dental professionals. Shifted focus of application from collaboration to practice growth. Produced business plan and investor materials for major, second round investment initiative. Evaluated marketing and communications efforts with users (and potential users) Upgraded web content to include video and animation articulating product functions, features and testimonials.
2009-2010: University of California, San Francisco -- Long Acting Reversible Contraception Initiative. Produced two training intervention videos for national research initiative. Videos feature providers, researchers, clinic staff and patients advocating expanded utilization of long-acting methods including the Mirena and ParaGard IUDs and Implanon.
2009: California Family Health Council -- Performance Measurement Initiative. Evaluated performance indicators reports from 75 agencies receiving Title X funding. Created easy-to-interpret visual charts showing overall strengths and weaknesses in terms of performance, data collection accuracy, and development and implementation of action plans to respond to low performance. Provided recommendations for new indicators, data collection methods, reporting systems, learning opportunities and data management systems.
2009: Smart Clinics Best Practices Web Site for Community Clinics (funded by an anonymous donor). Created popular public access website (www.smartclinics.org) and video/multimedia toolkits to support community clinics in learning and adopting evidence-based best practices in clinic flow, service utilization and fundraising.
2008: Planned Parenthood Federation of America (PPFA) National Customer Service Initiative. Developed comprehensive, freestanding online toolkit to establish 12 customer service/patient access performance standards for adoption by 800+ Planned Parenthood health centers nationwide. Program included training materials, management guides, supervision checklists, measurement tools process instructions.
2001-2010: Planned Parenthood Affiliates (multiple agencies) -- Customer Service Evaluation. Used on-site visits, secret shopper phone audits, scheduling analysis and surveys to evaluate customer service and make recommendations for improvements.
2009-2010: Friends of Kenya -- Person-to-Person Philanthropy for Children in Kenya. Leading ongoing fund raising project to connect individual donors with school-age children in Kenya who are orphaned, living in slums or displaced by ethnic violence, providing direct aid to pay for tuition, school supplies and medical care. Traveled to Kenya to establish relationships with volunteer representatives to manage receipt and payment of funds.
2007-2008: Tri-City Health Center/Georgetown University Cyclebeads Project. Supervised onsite research initiatives, hiring and leading a team of interviewers and mystery shoppers during baseline and post-training evaluation of patient, staff and provider attitudes and utilization of Cyclebeads.
2007-2008: PPFA e-Learning Development. Produced several online training series (several including video) for national and clinic staff on topics including infection prevention, clinic productivity, talking about abortion, and managing adverse events.
2004-2008: PPFA National Clinic Performance Indicators Project. Developed and piloted a set tools for use by clinic staff to establish and measure performance against common benchmarks for productivity, finance and customer service performance at all Planned Parenthood centers nationwide. Program included an e-learning program to educate manager on the use of the tools, and how to interpret and respond to findings.
1998-2007 BASM New Services Initiatives (EC, HOPE, Medication Abortion). Led long-term training and operations research initiatives in Northern California Planned Parenthood sites to introduce and increase utilization of new services. Projects included surveys, telephone audits, and onsite evaluation work to measure baseline and post-training acceptance of new services.
