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The Journal of Applied Behavioral Science
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Civility, Respect, Engagement in the Workforce (CREW)

Nationwide Organization Development Intervention at Veterans Health Administration

Katerine Osatuke

Veterans Health Administration National Center for Organization Development

Scott C. Moore

Veterans Health Administration National Center for Organization Development

Christopher Ward

Veterans Health Administration National Center for Organization Development

Sue R. Dyrenforth

Veterans Health Administration National Center for Organization Development

Linda Belton

Veterans Health Administration National Center for Organization Development

This article presents a description and preliminary evaluation of a nationwide initiative by the Veterans Health Administration (VHA) called Civility, Respect, and Engagement in the Workforce (CREW). The goal of CREW is to increase workplace civility as assessed by employee ratings of interpersonal climate in workgroups. Once endorsed by the VHA leadership and adopted by the leaders of particular VHA hospitals, CREW was conducted by local facility coordinators who were trained and supported by the VHA National Center for Organization Development. This article explains the conceptual and operational background of CREW and the approach used to implement the initiative, presents results from two CREW administrations with a total of 23 sites, and reports significant preintervention to postintervention changes in civility at intervention sites as compared to no significant changes at comparison sites within each administration. It discusses these findings in the conceptual (theoretical) and operational (intervention evaluation) context of interventions targeting civility.

Key Words: civility • organization development • intervention evaluation • survey feedback

The Journal of Applied Behavioral Science, Vol. 45, No. 3, 384-410 (2009)
DOI: 10.1177/0021886309335067
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