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This guidebook was prepared for CareerSTAT, an employer-based project to make the case for
developing frontline hospital workers by Randall Wilson and Robert Holm, April 2012. It documents effective practices in leading hospitals around the United States, drawing on interviews with senior managers and executives. It presents the arguments that managers themselves make for investing in the training and education of less-skilled workers, along with the types of evidence and metrics that managers and senior decision makers find most persuasive.
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