CASE 5.3 The Interfaith Worker Rights Council Call Center

In The Heller Social Impact Case Collection

Joel Cutcher-Gershenfeld

This case presents multiple operations challenges in a non-profit social services setting, with a focus on immigrant worker rights. The case includes paid staff, volunteers, and executive leadership facing breakdowns in services to clients, legislators, advocates, and others. This is an excellent case for applying process-flow analysis in a social impact setting.

The Heller Social Impact Case Collection is available for purchase here. Instructors may request the Teaching Notes for the book. 

E-book: $4.95
ISBN-13: 9781684582334
Pages: 14 | Size: 8.5 in. x 11 in.
Date Published: April 15, 2024

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About the Author

Joel Cutcher-Gershenfeld

Joel Cutcher-Gershenfeld is Professor and Associate Dean for Academics in the Heller School for Social Policy and Management. Joel is the award-winning author of a dozen books and over one hundred articles and book chapters on large-scale systems change, stakeholder alignment, high-performance work systems, labor-management partnership, new technology, negotiations and conflict resolution. He has facilitated change initiatives at enterprise, industry, or national levels in Australia, …


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