Customer Service in Public Health - Part II

Elements of Service
Course No.
No Charge

1.0 Nursing Contact Hours; 1.0 CHES Category I CECH; Certificate of Completion

Geneva Williams, Ed.D.

Geneva is an expert facilitator and leadership coach, and has been a guest lecturer and adjunct faculty member at Michigan universities. Her career in Detroit, MI includes a history as the first female president and chief executive officer of the region's United Way in 1991 and cofounding United Way Community Services in 1995, merging two United Way affiliates to more effectively provide health and human services, and serving as its first executive vice president and chief operating officer.

More about Geneva Williams...

Course Details

Who Should View this Webcast

Public health managers and other professionals, such as nurses, health educators, etc., in health department or other settings.


  • Identify strategies to cultivate a culture of customer service (CHES Area of Responsibility 5.3.4)

Continuing Education Credit And Certificate of Completion

1.0 Nursing Contact Hour

1.0 CHES Category I CECH

Certificate of Completion

The Michigan Public Health Training Center at the University of Michigan School of Public Health is accredited as a provider of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation.

Nursing contact hours for this activity will expire on December 31, 2018.

The Michigan Public Health Training Center is a designated provider (ID# 99038) of continuing education contact hours (CECH) in health education by the National Commission for Health Education Credentialing, Inc. 

Requirements for Successful Completion

In order to receive continuing education credit or a certificate of completion, participants must:

  • Be registered for this training
  • Sign into and view the webcast
  • Complete the post-evaluation
  • Pass the post-quiz (75%+)

Planning Committee

Phyllis Meadows, PhD, MSN, RN; Phoebe Goldberg, MPH, CHES; Julie McCallum, MPH, BSN, RN; Carol Austerberry, MPA, MS; Geneva Williams, Ed.D.

Conflict of Interest

All instructors have reported no conflicts of interest related to this activity. All activity planners have reported no relevant financial relationships with commercial interests.


This activity was provided by the Office of Public Health Practice at the University of Michigan (UM) School of Public Health, and its Michigan Public Health Training Center, which is a part of the Region V Great Lakes Public Health Training Collaborative.

This project was supported by the Health Resources and Services Administration (HRSA) of the U.S. Department of Health and Human Services (HHS) under grant number UB6HP27881 Region V Public Health Training Collaborative (total award amount $825,634) and grant number UB6HP20200. This information or content and conclusions are those of the author and should not be construed as the official position or policy of, nor should any endorsements be inferred by HRSA, HHS or the U.S. Government.

Technical Information

This course is can be viewed on the Kaltura tool.  For technical specifications of this tool, visit the following link,



Customer service is an inherent element of public health practice across settings. “Customers” not only include patients or clients receiving direct services, but also our partners in other organizations and co-workers within our own agency.

This three-part webcast training series demonstrates how public health managers and other professionals can contribute to the development of a culture of customer service within their organization, including a focus on mission, effective communication, and quality improvement processes.

In this second part of the series, Dr. Geneva Williams, CEO and Founder of New Season Consultants & Collaborators, LLC, elaborates on strategies for managers to use to encourage customer service in public health settings. 

This session was originally filmed on July 27, 2015 at the Wayne County Health Department.