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Operations and management

This section explores the means by which operational and leadership practices can set the stage for high quality services.

Mystery Shopper: Fairfax, VA

The Northern Virginia Workforce Investment Board has implemented a mystery shopper program with individuals with disabilities assessing the responsiveness of the services of the One-Stop.

Policy Changes: Peoria, IL

The WorkFORCE Action Grant in Peoria, Illinois has taken steps with the state Division of Mental Health to alter Medicaid billing options to provide increased opportunities for work for individuals with significant mental illness.