The CARES (customer-focused, action-oriented, responsive, empathetic, and service-driven) initiative was launched in AISD in 2018-2019 to bring about a culture of respect and inclusiveness throughout the district. The initiative puts an emphasis on positive customer experiences for families, students and staff members. In the spring of 2020, the Department of Research and Evaluation conducted focus groups with front office staff members from a variety of schools in AISD to discover the perceptions and responses to this initiative and any barriers to full implementation.
Educators in this day and age may have to reframe how they think about interacting with parents, students and community members. Viewing these relationships as 'customer' relationships may seem like a stretch, but it is a reality. Research shows the many benefits of providing positive customer experiences for our stakeholders, and the costs of negative experiences. AISD is facing the issue head-on with the CARES (Customer-focused, Action-oriented, Responsive, Empathetic, and Service-driven) initiative. In this paper is a summary of the research, and tips to help you show you care…
The purpose of the 2018–2019 CARES evaluation was to (a) help program staff conceptualize the CARES implementation work and goals; (b) define measurable indicators of implementation, outputs, and outcomes; and (c) provide summative data on the first year of program implementation. Results of the 2018–2019 CARES program evaluation activities were organized into four reporting areas: conceptualization of CARES, evaluation of implementation activities, baseline measurement of customer experiences, and exploratory correlation analyses.