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

Joel Cutcher-Gershenfeld, editor, is professor and Florence G. Heller Chair in the Heller School for Social Policy and Management. Joel is the award-winning author of a dozen books and over 100 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, Bermuda, Canada, Denmark, England, Iceland, Jamaica, Panama, South Africa, and the United States. Joel holds a BS in industrial and labor relations from Cornell University and a PhD from MIT’s Sloan School of Management.