This multi-year change management project began with an audit of two division of a large municipality and grew from there,

Susan White and her LWC team conducted a comprehensive racial equity audit of Worcester's Human Resources and Health and Human Services departments, leading to the development and implementation of a city-wide DEI strategic plan. In addition to White, the project team consisted of 2 lead consultants and 2 support consultants.

Project Approach & Methodology

Following established organizational development practices, the project launched with a strategic planning session with the Director of Diversity, Equity, and Inclusion to define success metrics and key deliverables. The assessment phase incorporated multiple data collection methods including:

  • In-depth stakeholder interviews

  • Employee focus groups

  • Confidential staff surveys

Strategic Recommendations & Implementation

The resulting report, recommendation, and  strategic plan, available here,  addressed systemic changes across:

  • Leadership development and accountability;

  • Organizational structure and processes;

  • Policy and practice reforms;

  • Internal communications;

  • Mission, vision, goal-setting and action planning; and

  • Training and professional development.

As a result of LWC’s report, the City published the following on its website. Based on the results of independent consultant Letterman White LLC's Racial Equity Audit Report, completed in September 2022, City Manager Eric Batista is taking the following steps:

  • Hosted virtual Town Halls for city employees at all levels of government to share their questions and concerns about the Report with the City Manager.

  • Collaborated with the administration's Cabinet to establish a 5th priority in the City's Strategic Plan that establishes a Diversity, Equity and Inclusion mission, vision, goals, objectives and metrics.

  • Worked with the Human Resources Department to further standardize and centralize the hiring process for City jobs.

  • Worked with Letterman White LLC to establish an implementation plan for breaking down barriers to change, including the establishment of a disaggregate data collection system that will allow the City to measure its progress in diversifying the City workforce.

  • Worked with department heads to establish clear DEI goals within their Departmental Development Plans that were submitted as part of the Fiscal 2024 budget process.

  • Removed the requirement that physicals and drug tests are required for all candidates who have accepted job offers to reduce the barriers to employment. The requirement will remain in place for certain positions.

  • Changed the parking policy so that employees who work at downtown City offices no longer need to pay for monthly parking passes in City garages and lots to reduce barriers to employment and increase employee retention.

Project Deliverables

  • Racial Equity Report and Recommendations

  • Employee Resource Group Handbook

  • Comprehensive project management plan

  • Data analysis and feedback presentations

  • Strategic planning materials

  • Detailed meeting documentation and progress reports

The project's success led to an extended engagement, with White facilitating leadership working sessions focused on workplace inclusion and equity, ultimately helping craft inclusion-centered mission and vision statements with measurable objectives.

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