Public Safety Community Delivery Systems surveys best practice models, strategies and applications of service systems from both the public and private sectors to integrate the body of scholarly knowledge in Public Safety Community Delivery Systems with best practices in the private sector and then leverage the connections and synergies between the two to create new, innovative solutions to better serve the community. (3 credits)
- ENG 101: English Composition 1
- ENG 102: English Composition 2
- Background in public safety, or obtained permission from the instructor to take this course
Student Learning Outcomes (SLOs)
Students who successfully complete this course will be able to:
- Describe the customer service model developed at Zappos including the 5 foundational principles:
- Understanding Fit
- A Strong Sense of Urgency
- Connecting the Personal
- Stretching Beyond Legacy and Tradition
- A Long-Term Practice
- Employ key learnings from the private sector and persuasive strategies of "Verbal Judo" to design a business plan to enhance customer service in student's respective field (police, fire, hospital, etc.).
- Explain and describe the relevance of human service provider characteristics (individual and organizational) including: formal and informal policies, organizational culture, funding sources, linkages to other organizations, leadership, and service delivery procedures to target populations.
- Identify and define the major philosophical and procedural controversies within the field and establish a personal position in regard to those controversies.
- Describe the shift from the Industrial Age to the Information Age and the changes in Public Service Community Delivery Systems attributed to that transition.
- Describe potential solutions in advocacy, planning, developing, managing, delivering, empowering, and evaluating human services.
General Education Outcomes (GEOs)
Course Activities and Grading
Final Field Experience Paper
Required Textbooks (Available through Charter Oak’s online bookstore):
- Michelli, Joseph A. Ph.D. The Zappos Experience. McGraw Hill, ISBN 978-0-07-174958-9
- Thompson, George J. Ph.D. Verbal Judo:The Gentle Art of Persuasion. William Morrow, ISBN 978-0-06-210770-1
Readings and Exercises
Industrial Age to Information Age
|Organizational Culture/Effortless Customer Experience|
Internal Feedback Loops
Meaning in Culture
|Bringing it All Together|
COSC Accessibility Statement
Charter Oak State College encourages students with disabilities, including non-visible disabilities such as chronic diseases, learning disabilities, head injury, attention deficit/hyperactive disorder, or psychiatric disabilities, to discuss appropriate accommodations with the Office of Accessibility Services at OAS@charteroak.edu.
COSC Policies, Course Policies, Academic Support Services and Resources
Students are responsible for knowing all Charter Oak State College (COSC) institutional policies, course-specific policies, procedures, and available academic support services and resources. Please see COSC Policies for COSC institutional policies, and see also specific policies related to this course. See COSC Resources for information regarding available academic support services and resources.