If I’ve learned anything about schools during this most unusual time, I’ve learned school is about community. This isn’t a new insight for many, I’m sure. Yet, in all my work of thinking through how to do education better, I failed to place the right amount of value on this fundamental truth. Without a doubt, there’s a lot to unpack when it comes to the complexities of community. But for now, the questions on my mind are how do we support our communities? More importantly, how do we value everyone in the community through honoring all they can contribute?
This is why I bristle at the term “non-essential worker” and applaud schools that are rethinking the role people play when taking responsibility for the education of children. (For example, I applaud the districts, like Austin ISD, who are using school buses to establish wifi hotspots for students that don’t have access to the internet). During this time of crisis, I’ve had to shift my thinking away from the jobs people were hired to do and instead focus on the jobs that needed to be done.
I first learned about the jobs to be done theory when I was lucky enough to work on a project with Michael Horn. For me, the jobs to be done theory (JTBD) is best defined as a perspective — a lens by which one understands some area of life where a customer is at the center of a struggle, and they want some help solving the problem. I use this lens a lot because it helps push my thinking beyond typical solutions so I can serve others better. In this case, the customer is our school community and the job to be done is simple. It is connection. Now more than ever, the connection of community is critical to well-being.
With this lens in place, with this clarity of what people were struggling with in this moment, I recognized that those that had the time, like our transportation manager who couldn’t do the job she was hired to do, were invaluable, not non-essential. She, along with 27 other invaluable members of our staff, organized to reach out weekly to every family with a phone call asking how they were doing. They weren’t asking about a missed assignment. They weren’t updating them on reopening plans. They were simply checking in on how they were experiencing this time as people. And the results blew me away. I discovered talents on our team that only came into play because we were able to see beyond their everyday role and instead, shift their efforts and offer the support to ensure they could address a clear need.
I’m finding the JTBD lens a crucial tool at this time. There is a thundering call for change in education based on challenges we cannot turn away from and opportunities that are emerging. It’s both exciting and daunting. As a leader, I’m beginning to sort through the possibilities that are emerging for our community. This framework is especially helpful when you begin with the end. What are we trying to achieve and more importantly, for whom? How does understanding the struggle of students and teachers especially give us greater clarity on how we employ the talents of a community and refine – even transform – our services? Michael’s latest book Choosing College: How to Make Better Learning Decisions Throughout Your Life was a good catalyst to return to the JTBD theory to sharpen our school’s strategy. I worry that all the chatter about change, although well-intended, is disconnected from the jobs our students and our community are trying to accomplish. What is emerging for me is the tension between what our community is hiring our school to do and what I think should be done. This, I suppose, is the challenge of Servant – Leadership. What is helpful at this moment is to be crystal clear on who I am here to serve and whose struggle I can help solve. Right now, our community is in need and the tool led to a solution that expanded beyond the boundary of what we were hired to do. Ultimately, however, I am here to serve learners. In what way might the tool lead to a solution that expands beyond our current traditional jobs at school? That is what I’ll tackle next.