Using the SOS in Service Delivery

• Walk through the expectations prior to and shortly after organizational entry

• Review behaviors that are reinforced, not reinforced, and punished by the organization

• Assess reality of expectations based on specific facts and observations of the work setting

• Identify discrepancies between expectations & reality

• Measure the level of importance of each discrepancy to the consumer

• Problem solve step-by-step those discrepancies considered to be more critical

• Involve the employer when possible after first addressing it with your consumer