C3: Creating a Culture of Innovation: Strategies at the Intersection of Quality Improvement and Human-Centered Design

Area of Focus: Organizational and Service Delivery Innovations
Room Location: Key 9

As organizations continue to seek increased impact with children, families, and communities, it is key to create a culture of continuous learning, improvement, and innovation. This session will cover various strategies for effectively implementing quality improvement and human-centered design (HCD) systems.

This session will share how human-centered design can be helpful for engaging staff at all levels and delve into how Congreso de Latinos Unidos implemented a comprehensive HCD that spanned the whole organization and more than 50 programs. Participants will leave with practical tools, tips, and techniques for shifting from a culture of compliance to a culture of innovation.

Learning Objectives

  • Key components of human-centered design and how they can be applied to the interconnected topics of quality assurance, quality improvement, performance management, and quality management (especially related to multi-service agencies and government-funded programs)
  • Review a newly created Human-Centered Program Design Toolkit, developed by Congreso, which includes specific techniques that have been adapted for use in human services
  • Challenges and opportunities associated with the shift from a culture of compliance to a culture of innovation, including practical steps to take in your organization to create buy-in and positive impact for staff and the communities you serve


Stan Capela
VP for Quality Management
HeartShare Human Services of New York

Brendan Conlin
Chief Program Officer
Congreso de Latinos Unidos

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