Fortitude in Human Services

By the end, the learner can

• Perseverance under administrative difficulty: continues working through complex budget preparation or policy implementation tasks despite frustration or repeated errors
• Uncertainty tolerance: maintains functional performance while navigating ambiguous organizational directives or unclear funding situations
• Courage to raise concerns: voices a service quality concern to a supervisor even when the organizational response is uncertain

Session plan

1. 10 minHow these are scoredWhere this shows up: service businesses and community or recreation settings, working with clients, customers, coworkers. Conditions to expect: customer-facing, relationship-based, experience-sensitive. Entry roles this maps to: Childcare Workers, Crematory Operators, Funeral Attendants.
   • maintains consistent effort when navigating regulatory compliance, documentation demands, and bureaucratic obstacles in program administration
   From Social and Community Service Managers (11-9151.00)
2. 30 minSituationsWork the task on your own first. Support is available, but ask for it out loud so the group hears what got you stuck.
   • Tools in play: Spreadsheet software, Office suite software, Word processing software.
3. 10 minWhere the group splitCompare answers before the debrief. Where the room split is the useful part — the split usually marks a real judgment call rather than a knowledge gap.
   • Where did two people read the same situation differently, and what did each notice?
   • Which answer would survive a supervisor asking "why did you do it that way?"
4. 10 minThe pattern behind the answersClose the loop: what changed between the first attempt and the last, and what would have to be true for fortitude to hold up on a bad day.