Social Service Centers Research Articles

Exploring the processes of change facilitated by musical activities on mental wellness

ABSTRACTWhile the benefits of music to people’s mental health have long been recognized, the process of how it works requires further investigation. This paper is based on the results of a community-based music project offered to a group of mental health service users by a Hong Kong social service centre. A six-dimensional framework, which contains emotional, psychological, social, cognitive, behavioural and spiritual dimensions, is constructed for understanding how musical activities may produce benefits for mental health service users. Through conducting 23 interview sessions with the participants (N = 47) this study examines the processes of change within musical activities. The participants suffered from mental health problems including mood disorders, anxiety disorders, schizophrenia and other psychotic disorders. Feedback was solicited from them by listening to their first-hand experiences as service users of the musical activities. Recorded interviews were transcribed and analysed to generate themes that correspond to the six dimensions the researchers proposed. This study shows that the clinical effects elicited by the musical activities described fit closely with the needs of mental health service users. Its findings suggest that community-based musical activities have clear potential for supporting mental health service users in recovery, which deserve further promotion.

Family relations, sense of coherence, happiness and perceived health in retired Taiwanese: Analysis of a conceptual model.

A growing awareness of the rapidly increasing aged population in the world has led to growing attention to mental health in late life. Happiness has been emphasized as an important indicator of physical health and is predicted by a sense of coherence. However, the mechanism of influence of family relations on sense of coherence, happiness and perceived health is unknown. The present study aimed to analyze a conceptual model of the relationships among family relations, sense of coherence, happiness and perceived health in retired persons. A total of 142 retired participants were recruited from social service centers in Taipei, Taiwan. A structured questionnaire measuring the relationships among family relations, sense of coherence, happiness and perceived health was filled in by each respondent. Data were analyzed using structural equation modeling. The results showed that family relations is positively correlated with happiness, sense of coherence and perceived health. The results also showed that good family relations and a sense of coherence predict greater happiness. The results from structure equation modeling showed that the relationship between family relations and perceived health is completely mediated by happiness and a sense of coherence, but only the indirect effect of happiness is significant. The results also showed that family relations is partially mediated by the sense of coherence to happiness. In caring for retired older people, medical professionals need to increase their family relations and sense of coherence simultaneously, and then promote happiness in their interventions. Geriatr Gerontol Int 2018; 18: 154-160.

What does one learn from the implementation of a mandated integrated network for older adults across three different settings in Quebec

Context: In 2004, Quebec mandated its 94 Health and social services centers to lead in the implementation of local integrated health networks. The Health and social services centers, which were created by the fusion of some public establishments (local community health centers, long term care facilities and acute care hospitals in some cases), provide a broad range of health and social services to their populations. To ensure the provision of a comprehensive continuum of care, theses Health and social services centers create partnerships with community organisations, pharmacies and primary healthcare providers of their territories. Objective: To compare the implementation of 3 mandated local integrated health networks for seniors in 3 geographical settings; highly urban, urban and rural. Methods: This research is part of an international research program ICOACH where 3 case studies were carried out in each jurisdiction: Quebec, Ontario and New Zealand. This presentation is based on data collected from 46 semi-structured interviews of healthcare providers and managers in Quebec, as well as the analysis of official documents. Results: The mandated networks for older adults were based on the local implementation of 9 components; 1) a joint governing board, 2) a centralized access point, 3) case management, 4) a common multidisciplinary evaluation tool, 5) an individualized service plan, 6) a common healthcare information system, 7) a geriatric team, 8) the involvement of the family physician in the community and 9) an administrator for the local network. All the main components of the local network were mandated, and several components were implemented with local variations. For instance, each local integrated network for older people had its joint governing board, but the composition and the dynamism of these boards differed considerably. These local integrated networks for older people used the general access point of their Health and social services centers, and in each of these local networks, a common evaluation tool was used to assess the needs of each patient. Services plan would be based on this assessment but a gap can be observed between addressed problems and proposed solutions that are more the services offered by the health and social services centers than by assessed needs. The type of case management varied across networks. For instance, in the highly urban setting, only social workers of the home care team could be case managers while in the urban setting, case managers included different health professionals such as nurses, occupational therapist and social workers. The healthcare information systems were not well implemented. Across the 3 cases studied, few professional teams and healthcare organizations were connected by an information system. Finally, across the 3 cases studied, the primary healthcare practices were not well integrated with public services of the networks. They mostly worked in parallel with respect to the other services of the network. Conclusion: Ten years after the creation of mandated local integrated networks for older people, several implementation challenges are still observed. The implementation of components of the network show local variations and some key components are poorly developed.

English

This study aims to study to examine the success of the condominium housing development program. The result of the study revealed that the housing development office is constructing and distributing condominium-housing units with slower pace. Settlement in high-rise residential condominium housing saves land from encroachment and improper utilization. The open space reserved at sites of condominium is not proportional to the number of residents, and it is not used properly. Residents of condominium are satisfied with their spatial accessibility to some selected social and infrastructural service centers. At some sites, the roads leading to or passing along sites of condominium is not paved or asphalted. Of residents, those who moved to their condominium unit before the proper functioning of the installation suffered from the problem of water and electric power for four to eight months. The strength of social interaction among residents of condominium is weaker. When residents move to their condominium unit, they quit their membership of Ekub and Iddir associations, to which they were member and the livelihood activities that they were practicing at their former residence. Sound disturbance and theft crime are common social problems at sites of such settlement.   Key words: Condominium, residents, housing.

Organizational Knowledge Creation in the Context of a Professional Development Program: Mixed-Methods Longitudinal Results From the ALPS Study

In Quebec (Canada), the 2004 health system reform brought new challenges for organizations and professionals. To support the reform, the Regional Public Health Directorate of Montreal designed a professional development pilot program, the Health Promotion Laboratory, a strategy to develop and improve health promotion practices and competencies in local health and social services centers. This article reports the results of an analysis of two laboratory sites using a mixed-methods approach and a multiple case study design; the aim was to describe the creation of knowledge through the laboratory and its dissemination in the organization, as well as to identify influencing factors. In-depth semistructured interviews were conducted to collect data on the knowledge creation process and organizational context. Self-administered questionnaires were used four times over the course of each laboratory to measure active participation, commitment, psychological safety, innovation, and satisfaction. Our findings showed that knowledge acquired through participation in the laboratory was disseminated in the host organizations, both through externalization, combination, and, to a lesser extent, internalization. It is highly plausible that team processes and outcomes such as commitment, satisfaction, and innovation influenced this process, as well as contextual factors such as participant turnover, university affiliation, and internal team dynamics. These results show the potential of the laboratory for improving professional practices. They also suggest useful avenues for managers and decision makers interested in implementing such an initiative. Future work should consider the inclusion of other constructs derived from the literature on team effectiveness such as group learning, communication, and skill development.

Latihan Range of Motion Berpengaruh Terhadap Mobilitas Fisik pada Lansia di Balai Pelayanan Sosial Tresna Werdha Unit Abiyoso Yogyakarta

<p><em>The increasing of Life Expectancy has raised the population of the elderly. The highest population number of elderly in Indonesia can be found in Yogyakarta Special Region with 13.05%. The increasing life expectancy brings normal and pathological changes in the elderly as it relates to aging process in various systems. Normal changes are seen in the musculoskeletal system that is in the complete loss of muscle at the age of 80 (30%-50%). The changes can be found in such cases as rheumatoid arthritis, osteoarthritis, and osteoporosis. Such changes have made the elderly susceptible to hindrances of physical mobility which can be treated by giving range of motion (ROM) Exercises. The purpose of study to find out the effect of ROM Exercises against physical mobility for the elderly in </em><em>Center for Social Services, Tresna Werdha, Unit Abiyoso Yogyakarta</em><em>. This study was a qualitative research with an action research design. A purposive sampling method was used to collect the data from 5 respondents. Results: Physical mobility in elderly consists of five themes, namely range of motion, muscle strength, comfort, posture, and movement. ROM exercises provides changes in the ROM, comfort, and movement, but no change in the muscle strength and posture. Changes in the range of motion are found in the increased level of the range of motion which is seen in neck area and in reduced joint stiffness. Changes in comfort are seen in a feeling of happiness and less pain; yet, shortness of breath is not reduced. Changes in movement, which are different for every elderly, can be seen in increased gait speed, increased comfort which is the effect of fine motor skills, and decreased trembling. Conclusion: Some ROM exercises show effects on the physical mobility of the elderly. The effects can be traced from increased range of motion, comfort, and gait speed. Yet, the elderly’s posture and muscle strength do not experience any changes. </em></p>

PP142 A Mental Health Hospital-based Health Technology Assessment In Quebec, Canada: Structure And Products

INTRODUCTION:Our Hospital-based Health Technology Assessment unit (HB-HTA) was founded in 2011 following the nomination of Louis-H. Lafontaine hospital as the Montreal University Mental Health Institute (IUSMM). From the beginning, the HB-HTA has been supporting and advising the Chief Executive Officer of IUSMM in the decision-making process concerning the implementation of new technologies and practices in mental health. Since 2015, the HB-HTA is part of the East of Montreal Regional Integrated Health and Social Services Centre (CIUSSS de l'Est-de-l’Île de Montréal), continuing to support decisions in mental health. Currently, the HB-HTA unit is nested in the Quality, Performance and Ethics department.METHODS:Formed by a coordinator, a scientific advisor and a manager, the HB-HTA team plans, organizes and sets up the evaluation activities. The unit benefits from the support of a Steering Committee which consists of representatives of clinical, administrative and research directions, as well as of health users and families. This committee determine the strategic orientation of the HB-HTA unit, prioritize the projects, approves the evaluation products and gives indications on the knowledge transfer process.RESULTS:To answer the decision questions, our HB-HTA unit employs two types of products: evaluation reports and informative notes. Based on an exhaustive literature search and consultations with stakeholders, the evaluation reports offer recommendations to support the decision-making process. The informative notes are rapid responses based on a partial literature search. The nature of this type of analysis does not allow the formulation of recommendations, however, a conclusion of the consulted literature is offered.CONCLUSIONS:Based on the work of our HB-HTA unit, some important decisions were made by the IUSMM. As an example, the systematic screening of psychiatric patients for drug and alcohol was not favored by our institution; rather than this, priority was given to staff training, in order to better identify and treat psychiatric patients with substance abuse comorbidity.

One-Year Follow-Up of Patients with a Diagnosis of First Episode Psychosis.

Introduction:Early diagnosis of symptoms related to psychotic disorders causes hyper responsiveness, recurrence reduction and quality of life improvement. The aim of this study was one-year follow-up of the clinical course and outcomes of hospitalized patients with first episode psychotic disorders and detection of factors affecting consequences.Methods:This longitudinal descriptive study was conducted during 2012 to 2013 on hospitalized patients at Zare Hospital in Sari, Iran, with any psychotic symptoms and with diagnosis of first episode psychosis. The severity of psychotic symptoms was assessed via PANSS scale (Positive and Negative Syndrome Scale) and the global functioning through Global Assessment of Functioning (GAF) scale on admission, discharge day, 6 and 12 months later. Data were analyzed using ANOVA and t-test in SPSS 20 software.Results:Thirty two patients had complete follow-up (25 men and 7 women) (mean age of 29.37 ± 8.02). Discharge diagnosis was as 8 (25%) bipolar disorder with psychotic features, 8 (25%) not otherwise specified (NOS), 7 (22%) schizophrenia forum disorder, 7 (22%) psychotic disorder caused by abuse materials, 2 (6%) major depressive disorder with psychotic features. There was drug abuse in half of the patients. The drug abuse in the patients had a positive relationship with the recurrence of psychotic symptoms (p=0.04).Conclusion:A significant percentage of patients with first episode psychosis (50%) within 12 months after the primary hospitalization experienced recurrence of psychotic symptoms. Likewise, global functioning had no major improvement in the patients. It seems essential the necessity of comprehensive services after discharge, especially in patients with drug abuse, and further support of social service centers.

Initiation of Addiction Treatment and Access to Services: Young Adults' Accounts of Their Help-Seeking Experiences.

Substance addiction in young adults is particularly problematic. Yet, much remain at stake in understanding the specifics of this population's access to services. The objective of this study is to explore young adults' initiation of substance misuse treatment. Our study sample was composed of 35 individuals aged 18 to 30 with problematic psychoactive substance use who have been identified in criminal courts, hospital emergency departments, and Health and Social Services Centers in Québec (Canada). A thematic analysis was performed on the 62 semi-structured interviews conducted with participants. Three components emerged. First, personal elements-expectations, individual motivations, perceptions of use, and capacity to control it-influence initiation of substance misuse treatment. Second, family and peers have noticeable influences. Finally, system characteristics and prior care experiences also shape the process. Consideration should be given to tailor interventions that can reach young adults and encourage them to initiate appropriate care.

Implementing shared decision-making in interprofessional home care teams (the IPSDM-SW study): protocol for a stepped wedge cluster randomised trial

IntroductionThe frail elderly in Canada face a tough decision when they start to lose autonomy: whether to stay at home or move to another location. This study seeks to scale...

A Study on Strategy to Operate University Social Service Center Fitting Characteristics of Universities & Communities

본 연구의 목적은 우수한 사회봉사활동을 펼치고 있는 대학들의 사례들을 분석하고, 이를 통해 대학 사회봉사활동 운영전략을 수립하는 것이다. 연구 목적을 달성하기 위해 본 연구에서는 질적 사례연구방법을 활용하였고, 대학사회봉사 전문가로부터 추천받은 5개 대학을 조사하였다. 연구결과 연구자가 제안한 사회봉사활동 운영전략은 다음과 같다. 첫째, 사회봉사는 대학의 의무이고 사회봉사가 학생들을 성장시킨다는 사실들을 대학구성원에게 주지시켜, 사회봉사에 대한 대학구성원들의 인식을 변화시켜야 한다. 둘째, 실적위주의 형식적인 봉사교육보다는 학생들이 봉사활동을 통해 성장할 수 있는 여건(사회봉사 전담교수 확보, 사회봉사 1강좌 당 수강인원 제한, 봉사활동 후 적절한 피드백)을 우선 마련해야 한다. 셋째, 대학 및 지역사회의 특성에 따른 맞춤형 봉사프로그램을 개발해야 한다. 그리고 이를 위해 지역사회 욕구조사 및 지역사회 복지기관과의 네트워크 형성이 필요하다. 넷째, 충분한 예산 확보, 안정적 조직 구축, 봉사규정 제정 및 매뉴얼 개발이 필요하다. 마지막으로 교육부 차원에서 사회봉사에 대한 평가가 필요하고, 사회봉사평가는 특성화 프로그램 개발노력, 지역사회 특성에 맞는 독창적인 프로그램 수행여부, 프로그램의 성과 확인 등 정성적 평가 위주로 실시되어야 한다.

Evaluation of Parent and Child Enhancement (PACE) Program

Objective: This study examined the efficacy of the Parent and Child Enhancement (PACE) program on child learning, child behavior problems, and parental stress, using randomized controlled trial design, in social services centers. Methods: Eligibility criteria were (1) children aged 2 years at program commencement, (2) low-income, new immigrant, or single-parent families, and (3) parent–child dyads being Hong Kong residents. Intervention group dyads were offered the PACE program (40 two-hour sessions on child learning and parenting). Primary outcomes included child preschool concepts, child behavior problems, and parental stress. Participants were randomly assigned to intervention (76 dyads) and control group (73 dyads) using a random number table, without blinding. Results: Intention-to-treat analysis with 149 dyads indicated improvement in child preschool concepts, decrease in child behavior problems and parental stress in the intervention group, compared with the control group ( d = 0.12–0.73). Conclusions: The results provided evidence for the efficacy of the PACE program.

Unité de Coordination Clinique des Services Préhospitaliers d’Urgence: A clinical telemedicine platform that improves prehospital and community health care for rural citizens

Access to health care in Canada’s rural areas is a challenge. The Unité de Coordination Clinique des Services Préhospitaliers d’Urgence (UCCSPU) is a telemedicine program designed to improve health care in the Chaudiere-Appalaches and Quebec City regions of Canada. Remote medical services are provided by nurses and by an emergency physician based in a clinical unit at the Alphonse-Desjardins Community Health and Social Services Center. The interventions were developed to meet two objectives. The first is to enhance access to quality health care. To this end, Basic Life Support paramedics and nurses were taught interventions outside of their field of expertise. Prehospital electrocardiograms were used to remotely diagnose ST segment elevation myocardial infarction and to monitor patients who were en route by ambulance to the nearest catheterization facility or emergency department. Basic Life Support paramedics received extended medical authorization that allowed them to provide opioid analgesia via telemedicine physician orders. Nurses from community health centres without physician coverage were able to request medical assistance via a video telemedicine system. The second objective is to optimize medical resources. To this end, remote death certifications were implemented to avoid unnecessary transport of deceased persons to hospitals. This paper presents the telemedicine program and some results.

Two-Year Findings from a National Effectiveness Trial: Effectiveness of Behavioral and Non-Behavioral Parenting Programs.

Long-term follow-up studies of selective parent training (PT) programs are scarce, particularly in the case of effectiveness trials conducted within regular care settings. This study evaluated the 2-year effects of 4 programs: Comet, Incredible Years, Cope, and Connect and differences in the rate of change among programs were investigated using Latent Growth Modeling (LGM). Participants were parents who had sought help at 30 local service sector units (e.g., child psychiatric clinics and social services centers) for major problems in managing their children's externalizing behavior. Parents of 749 children (63% boys) with moderate levels of externalizing behavior, aged 3-12, were randomized to one of the 4 PT programs. Assessments included parent-reported measures of child externalizing, hyperactivity and inattention, as well as parenting practices, sense of competence, and parents' stress and depressive symptoms. At 2-year follow-up, there were no differences in any of the child outcomes among the programs. All programs had reduced externalizing behaviors with large effect sizes (d=1.21 to d=1.32), and negative parenting practices with moderate to large effect sizes (d=0.49 to d=0.83). LGM analyses showed that the 2 behavioral programs, Comet and Incredible Years, produced more rapid reductions in externalizing behavior during the course of the intervention than the non-behavioral program, Connect. Connect, however, was the only program where children continued to improve after the intervention. Overall, the results indicate that the 4 programs were equally effective in a clinical setting, despite differences in their theoretical origin.

A Health at Every Size intervention improves intuitive eating and diet quality in Canadian women

Health at Every Size® (HAES®) interventions focus on healthy lifestyle by promoting behavioral changes related to diet and physical activity while emphasizing self-acceptance and well-being through an empowerment and intuitive approach. The purpose of this study was to investigate the effects of a HAES® program on intuitive eating and diet quality in women. The HAES® intervention, offered by professionals from Health and Social Services Centers in Quebec (Canada), was composed of thirteen 3-hweekly meetings and a 6-hintensive day. For this study, 216 women (1.9% normal-weight, 21.1% overweight, 77.0% obese) who took part to the HAES program were compared to 110 women (3.9% normal-weight, 23.3% overweight, 72.8% obese) from a control group (waiting list). Intuitive eating was assessed using the Intuitive Eating Scale and diet quality was evaluated through the calculation of the Healthy Eating Index (HEI) from a validated web-based self-administrated food frequency questionnaire. Measurements were performed at baseline, post-intervention, and at one-year follow-up. Women who participated in the HAES® program significantly increased their intuitive eating score compared to women in the control group at post-intervention and at follow-up (group by time interaction, p=0.0002). A significant improvement in diet quality was also observed in the HAES® group in comparison with the control group at post-intervention (group by time interaction, p=0.0139). The intuitive eating score and the HEI score were positively associated in the HAES® group at post-intervention (r=0.20, p=0.0237) and one-year follow-up (r=0.22, p=0.0359), but no such associations were noted in the control group (post-intervention, r=0.04, p=0.70; one-year follow-up, r=-0.15, p=0.30). The HAES® program seems effective in improving intuitive eating and also favours improvements in diet quality. However, the association between intuitive eating and diet quality remains unclear, being positive and significant only after the HAES® intervention.

Access to social support among homeless urban women and men in Tehran (Iran)

Purpose Social support is a significant factor in the life of homeless people, as it helps them meet their life challenges more efficiently and increases the likelihood of return to a normal life. Social support plays a different role in homeless women’s life, as gender culture often causes them to be exposed to more risks. The purpose of this paper is to identify homeless people’s access to social support from their network members, with a comparison between men and women. Design/methodology/approach In this study, a survey method was used with an administrated questionnaire. Participants were recruited from among the homeless people (men and women) who used the municipal social services in shelters and social service centers in Tehran. The main variables in this study included frequency of contact, social support, and gender. Findings The results have shown significant differences between homeless men and homeless women in terms of frequency of contact and receipt of social support. Homeless women contacted their network members more often than did homeless men and also received more support. There seems to be a strong correlation between the receipt of social support and women’s greater ability for social communication, as well as with traditional culture, which considers women to be weak and dependent so that they receive more support compared with men. The weakness of social support, especially among homeless men, requires serious attention; however, homeless women are not in a favorable situation either. Originality/value The social networks of homeless people who usually live on the streets and in public places without permanent shelter are weak because of various reasons, including poverty, addiction, immigration, and divorce. The weakness of social support leads to an escalation of their vulnerabilities. Thus, it is necessary, in social policy and services, to improve the social network of high-risk people such as homeless people, which would help the rehabilitation process and reduce the probability of exposure to harm.

Facilitators and Barriers to Implementing Transitional Care Managers Within a Public Health Care System

ABSTRACTTransitional care is crucial to ensure quality of care and safety for elderly patients. In the context of health care reforms promoting a shift from a hospital-centered approach to a home care approach, transitional care becomes a vital component and social workers can play an important role in easing transitions. Most recent studies have focused on the development or improvement of transitional care intervention models or tools, but few have addressed implementation issues. In this study, the implementation process of an innovative intervention aiming to integrate transitional care managers (TCMs) from Health and Social Services Centres (HSSC) within two Canadian hospitals was evaluated. Data collection comprised focus groups (n = 8), direct observations, meeting minutes, activity grids and logbooks. To facilitate the implementation of TCMs, decisions were made to clearly indicate their involvement in patients’ files and concentrated their efforts on a restricted number of units. Barriers included confusion about target clientele, inequitable information exchange between partners, limited powers regarding coordination of care, and organizational constraints limiting additional measures to improve transitional care. Evaluating implementation processes is crucial to efficiently identify obstacles and apply additional implementation strategies to promote the integration of new practices within the health care system.

Interdisciplinary collaboration in the use of a music-with-movement intervention to promote the wellbeing of people with dementia and their families: Development of an evidence-based intervention protocol.

The music-with-movement intervention is particularly suitable for people with dementia because their gross motor ability is preserved until the later stage of dementia. This study examines the effect of music-with-movement on reducing anxiety, sleep disturbances, and improving the wellbeing of people with dementia. This paper reports the first stage of the study - developing the intervention protocol that staff can use to teach family caregivers. A registered music therapist developed a music-with-movement protocol and taught staff of two social service centers over five weekly 1.5 h sessions, with center-in-charges (social workers and occupational therapists) and our research team joining these sessions to provide comments from their professional perspective. Each discipline had different expectations about the content; therefore, numerous meetings and discussions were held to bridge these differences and fine-tune the protocol. Few healthcare professionals doubt the merits of interdisciplinary collaboration at all levels of health promotion. In practice, interdisciplinary collaboration is complex and requires commitment. Openness and persistence is required from all stakeholders to achieve a successful intervention for consumers.

La formation Intervenir auprès des hommes dans le réseau de santé en Montérégie. Une perspective organisationnelle

The primary objective of the For'hommes project deployed since 2011 in the Montérégie region (south of Montreal in Quebec) is to increase awareness and train Health and Social Services Centers (CSSS) administrators, clinical supervisors and intervention workers in dealing with the male clientele. An evaluation of project implementation allowed documentation of the organizational practices enabling the development of the "lntervenir auprès des hommes" training in the CSSS. Eight interviews with administrators and supervisors from five of the seven CSSS were conducted in 2013. The awareness and training programmes prompted the CSSSs to assess the services offered and review certain practices (organizational or clinical) targeting male clienteles. The welcoming process, analysis of the requests and intervention with men are now more adapted to their realities and needs: more rapid intervention, phone support prior to management, helping men with referrals to community social services, a better understanding of the calls for help. To pursue the deployment of services adapted to a male clientele, administrators and supervisors emphasized the importance of continuing to offer training to CSSS intervention workers. Reflection emerging from the training of the managers and supervisors represents a promising approach, as it involves the key actors in the organization's. We can therefore consider "lntervenir auprès des hommes" training to be a key element of improvement of the services offered by CSSSs.

An Inside‐Out Marketing Strategy for Innovation among Human Service Nonprofits in South Korea

In the increasingly competitive nonprofit market, innovation may be the only choice for survival among human service nonprofits. Considering the importance of service encounters and high dependence on human resources, internal marketing has potential as a management strategy to improve innovative activities in human service nonprofits. To examine the effect of internal marketing strategy focusing on employees, this study investigates the mediating effect of customer orientation in the pathway from internal marketing to innovation. The findings from 258 community‐based social service centers in South Korea support the positive impact of internal marketing on customer orientation and innovation, although the significant evidence for the mediating effect of customer orientation is not found. The current study suggests implications for practice and future research.