2013-2016

STRATEGIC

PLAN

2013-2016

Strategic Plan Board Approved 06.04.2013

TABLE OF CONTENTS

Letter from the Executive Director 3

Executive Summary 4

Begin With the End in Mind…. 5

Natural Helpers Program 6

Welcoming Indianapolis Initiative 7

Community Building and Education 8

Systems and Infrastructure 9

Plan Implementation Summary 10

2013-2016 Fundraising Opportunities 12

LETTER FROM THE EXECUTIVE DIRECTOR

3

39,000

71,000

150,000

Immigrant Welcome Center Stakeholders,

The Immigrant Welcome Center was established in 2006 to respond to the needs

of an increasing number of newcomers arriving in Indianapolis. From the

beginning, our goal has been to help immigrants and refugees successfully

integrate in our communities and contribute to the vitality of the entire city.

To date, we have positively assisted more than 6,000 individuals and families.

This three-year strategic plan is designed to build upon our track record and to

focus on new opportunities in order to improve Indianapolis economically, socially

and culturally by continuing to serve immigrants and refugees.

Over the next three years, the Immigrant Welcome Center will:

Increase the efficiency and capacity of our services to meet the

integration needs of the growing immigrant and refugee population in

Indianapolis.

Increase community awareness and articulating the positive impact of a

diverse and multicultural community.

Build stronger relationships and coalitions among partners serving

similar populations.

Create a sustainable financial and business model with an emphasis on

diversifying revenue, strategic program growth and impact

measurement.

Our three-year strategic plan is designed to build upon our previous successes

and focus on new opportunities. We are excited about our next three years and

working actively with residents, businesses, and community stakeholders to help

us achieve our goal of making Indianapolis a diverse and welcoming community

for all residents.

Sincerely,

Terri Morris Downs, Executive Director

Immigrant Welcome Center

Why We Exist

120 different nationalities are

represented in Indianapolis

90 different languages are spoken in

Indianapolis

Immigrants in the Indianapolis

Workforce

23%

19%

19%

39%

Professional Labor

Food/Cleaning

Office

39,000

71,000

150,000

2000 2025 2010

Trends in Indianapolis foreign-born

population

Source: 2007 - 2011 American Community Survey

and 2010 Marion County Census Data

EXECUTIVE SUMMARY

2013 - 2016 Strategic Plan Overview In early 2013, Immigrant Welcome Center (IWC) began a multi-

phased process engaging various stakeholders to assess Immigrant

Welcome Center’s needs, examine external factors impacting our

work, and define priority issues for our work over the next three

years. The outcome of these stakeholder conversations provided

the context for developing the 2013-2016 plan.

This strategic planning process included:

Board and staff input sessions

A community partner/stakeholder focus group

A client and Natural Helper focus group

Meetings with historic foundation supporters

Conversations with the IWC marketing task force

Immigrant Welcome Center Value Statement Because the natural bonds of human dignity surpass geographic,

ethnic, or cultural boundaries, the Immigrant Welcome Center believes

all residents of Indianapolis have the right and responsibility to

contribute to and enjoy the vitality and growth of their city and

community. By working together with compassion and

emphasizing the value of ethnic diversity, we can show our

decency as global citizens and intentionally improve

Indianapolis economically, socially, and culturally.

Our Mission

To connect newcomers to the resources, services, and opportunities

they need to fully participate in the economic, civic, social and cultural

life of the community.

What We Do

Our Core Program Focus Areas

We Build Community Understanding Our outreach efforts help to give immigrants a

voice and promote understanding of the positive

contributions of immigrants, challenge myths

and stereotypes and increase awareness of the

impact of foreign born residents in our

community.

Natural

Helpers

Program

Welcoming

Indianapolis

Initiative

Community

Building and

Education

1 2 3

We Strengthen Families Our programs are intended to connect

immigrants and newcomers to the resources,

services, and opportunities that increase self-

sufficiency and ensure that foreign born

populations are successful and making positive

contributions to our community.

Current (2013) Proposed (By the end of 2016)

Natural

Helpers

Program

• Serve 1,200 immigrants per year

• Maintain 70 Natural Helper volunteers

• Support 5 operational neighborhood branches

• Recruit 6 employment partners

• No formalized service delivery partnerships

for high demand information areas

• Informal outcomes, metrics and evaluation

• Serve 2,800 immigrants per year

• Maintain 125 Natural Helper volunteers

• Conduct an annual evaluation of branch locations to determine expansion

needs and service delivery effectiveness

• Recruit 30 employment partners

• Have 3 formalized service delivery partnerships for mental health, case

management and legal assistance

• Clearly defined outcomes, metrics and evaluation

• Develop standardized material and videos for related to "frequently

asked topic areas“

Welcoming

Indianapolis

Initiative

• Hire a consultant to begin development of

neighborhood engagement programming

• Recruit and train 30 individuals that will

serve as Welcoming Indianapolis ambassadors

• 400 individuals will have participated in 16 community and citywide

engagement activities

• Develop and implement a unifying "We Believe" campaign with defined

participatory and fundraising engagement levels for individuals and businesses

• Engage 100 businesses, organizations and institutions who have formally

pledged their support for the Welcoming Indianapolis initiative

• Recruit and train 50 individuals that will serve as Welcoming Indianapolis

ambassadors

Community

Building and

Education

• Conduct 12 Reuben education sessions per

year

• Hold information sessions and cultural

competency trainings upon request, free of

charge

• Implement a community-wide awareness campaign focused on the value and

impact of a multicultural Indianapolis

• Conduct 12 Reuben education sessions per year with clear learning objectives

• Develop a fee-for-service cultural competency training program for

community organizations and service providers

• Organize a formal coalition of peer organizations focused on implementing a

comprehensive and efficient service delivery plan for immigrants and refugees

• Create formalized strategies to address increasing legal demands resulting

from immigration reform

• Conduct an annual signature event or program focused on multiculturalism

Systems &

Infrastructure

• Maintain 2 staff to manage and oversee IWC's

operations and programs

• Operating revenue is primarily grants and is

comprised of 80% foundations,10% individuals

and 10% corporations

• Enhance human resources to manage and support IWC's mission and programs

• Decrease the reliance on foundations and diversify revenue sources with an

emphasis on individuals, corporate support and earned revenue

• Develop of a new robust website with a multimedia library

• Implement a new database system for managing donor and contact records

and program outcomes

• Implement a long-term office location plan to support expanding programming

BEGIN WITH THE END IN MIND…

NATURAL HELPERS PROGRAM

6

Priority • To be known as the leading Indianapolis resource for assisting

foreign born residents on their path to self-sufficiency by providing

high-quality referral and information services through established

relationships with trusted volunteer immigrant leaders.

Strategic Focus 2013 - 2016 • Efficient and quality service delivery

• Formalized service delivery partnerships

• Sustainable growth

• Defined outcomes and measurement

• Program evaluation

2013 - 2016 Goals • Increase the number of immigrants and refugees served by

Immigrant Welcome Center through the Natural Helpers program

• Increase the efficiency, quality of services provided, and

evaluation and outcome measurement practices of the Natural

Helpers program

Outcomes | How we will know we are successful • Over 2,800 individuals will be served annually through with the

assistance of 125 Natural Helper volunteers

• Immigrant Welcome Center will have key partnerships and

agreements in place to provide high-quality service for the most

frequently requested issue areas

• There will be clearly defined program outcomes and metrics with

tracking methods and tools implemented

• A sustainable business model will be in place for staffing and

financial supporting the Natural Helpers program

Key Activities to Achieve Our Goals

Marketing/PR/Communications

• Development of standardized material and videos

related to "frequently asked topic areas“

• Increase awareness of branch locations and available

community resources for immigrants

Operations

• Conduct a retrospective 10-year evaluation of the Natural

Helpers program and a future service delivery plan

strategy

• Annually evaluate the efficiency and effectiveness of

the branch locations

• Recruit and develop formalized partnerships

focused on legal, case management, mental health and

employment

• Identify and implement sustainable staffing resources

to recruit and manage Natural Helpers volunteers and

community and employment partnerships

• Define clear outcomes for the Natural Helpers program

and establish a data tracking and reporting system

Fundraising

• Secure in-kind and financial support for informational

collateral and videos

• Seek support to fully fund neighborhood branches

• Secure support for volunteer and program

management of the Natural Helpers program

NATURAL HELPERS PROGRAM

7

Priority • To increase the awareness of the importance and value of a

multicultural community through neighborhood convening,

partnership building and community education.

Strategic Focus 2013 - 2016 • Increasing community awareness and visibility of the Welcoming

Indianapolis initiative and the impact of a multicultural community

• Corporate partnership development

• Increasing resident and neighborhood engagement

2013 - 2016 Goals • Increase the number of positive interactions between U.S. and

foreign-born residents at the neighborhood level

• Elevate the importance and value of a multicultural community

• Enhance relationships with business and corporate community to

serve as champions for diversity

Outcomes | How we will know we are successful • 400 individuals will have participated in 16 community and

citywide engagement activities

• Developed and implemented a "We Believe" campaign with

defined participatory and fundraising engagement levels for

individuals and businesses

• Engaged 100 businesses, organizations and institutions who

have pledged their support and commitment to Welcoming

Indianapolis

• Recruited and trained 50 individuals that will serve as Welcoming

Indianapolis ambassadors at events or speaking engagements

• Completed a 3-year retrospective community engagement

report with findings, recommendations and action steps for the

community

Key Activities to Achieve Our Goals

Marketing/PR/Communications

• Secure a media sponsor for Welcoming Indianapolis

• Develop a “We Believe” pledge campaign for businesses

and organizations with ways to formally support the

Welcoming Indianapolis initiative

• Launch a citywide community awareness campaign

• Develop Speakers Bureau materials for use by

Welcoming Indianapolis ambassadors

• Develop and release a 3-year Welcoming Indianapolis

Community Engagement and Findings Report with

citywide recommendations and proposed action steps

Operations

• Recruit and train Welcoming Indianapolis ambassadors

• Conduct and evaluate neighborhood and citywide

engagement activities ongoing

• Launch a Community Leader Advisory Committee with

roles that support awareness and partnership building

• Identify and implement staff and board messaging and

roles for business partner cultivation and recruitment

Fundraising

• Secure a lead financial sponsor for the Welcoming

Indianapolis initiative

• Develop a business partnership program with a

fundraising component for the “We Believe” campaign

WELCOMING INDIANAPOLIS INTIATIVE

COMMUNITY BUILDING AND EDUCATION

8

Priority • To lead efforts for increased coordination and efficiency of local

service delivery and to develop strategic partnerships and

outreach efforts that result in positive outcomes for immigrants.

Strategic Focus 2013 - 2016 • Service provider coalition and network building

• Building strategic community partnerships

• Targeted outreach and knowledge building of community partners

and immigrant audiences

2013 - 2016 Goals • Develop coalitions of peer service providers focused on better

coordinated services and access to information

• Increase efforts that build knowledge of service providers,

strategic partners and immigrant populations

Outcomes | How we will know we are successful • Developed a coalition of peer organizations focused on efficient

service delivery for immigrant populations and a clear plan to

address and respond to the service demands resulting from

immigration reform

• Conduct a signature annual event or program that celebrates

multiculturalism

• Developed a formalized monthly Reuben Education series with an

emphasis on learning objectives and outcomes

• Developed a fee-for-service cultural competency training for

social service providers and community partners

• Developed partnerships and specific education outreach

strategies for business, faith-based institutions and schools

Key Activities to Achieve Our Goals

Marketing/PR/Communications

• Develop and package a formalized Reuben Education

Series with an emphasis on defined learning objectives

• Develop a cultural competency training curriculum for

community partners and service providers

• Define and implement annual outreach strategies for

business, faith-based institutions and schools

• Translate significant collateral materials into frequently

spoken languages

Operations

• Align staff resources with an emphasis on building

coalitions of peer organizations and community

partnerships

• Lead efforts to implement a community-wide service

delivery strategy resulting from immigration reform

• Focus efforts that help to strengthen the network of

organizations that provide services to immigrants and

refugees

Fundraising

• Implement a fee-for-service model for cultural

competency training

• Plan and implement a unique signature event or program

that celebrates multiculturalism

NATURAL HELPERS PROGRAM

9

Priority • To have the appropriate internal systems and staffing to support,

communicate and raise funds to support our work.

Strategic Focus 2013 - 2016 • Business and financial model development

• Technology system development

• Strategic program growth

• Human resources aligned with annual priorities

• Enhanced communication with target audiences

2013 - 2016 Goals • Enhance internal systems to increase the efficiency of staff and

better evaluate organizational outcomes

• Increased visibility of the Immigrant Welcome Center and the

vision for a multicultural Indianapolis

Outcomes | How we will know we are successful • Increased external awareness and visibility of the

Immigrant Welcome Center and value in the community

• Sufficient human resources are in place to annual achieve

organization goals and priorities

• Technology systems are in place to efficiently track and manage

constituent records and program outcomes

• Launch an improved multimedia website

• Decreased reliance on foundation grants and an increased

percentage of fundraising revenue from corporate and individual

supporters

• Have an engaged and active board of directors that contributes

financially to the mission and is an advocate for our work

• Organization policies and program procedures are documented

Key Activities to Achieve Our Goals

Marketing/PR/Communications

• Develop a new website which includes a robust

multimedia library

• Develop an annual marketing and communications

plan to specific outreach strategies with targeted

audiences

• Implement enhanced systems to segment

communications by audience

Operations

• Increased human resource capacity (staff, interns and/or

consultants) to support community partnership and

volunteer management work

• Develop plans for a long-term office location to support

expanding programming

• Implement a new database system for managing donor

and contact records

• Implement a new database system for tracking program

outcomes and benchmarks

• Align board responsibilities with strategic priorities and

recruit additional board members as needed to achieve

strategic goals

• Developed an operations policy and procedures manual

for all organization programs

Fundraising

• Diversify revenue with an increased emphasis on

corporate, individual and earned revenue

SYSTEMS & INFRASTRUCTURE

PLAN IMPLEMENTATION SUMMARY

10

Key Activities 2013 2014 2015 2016

Recruit and train 125 new Natural Helpers 30 31 32 32

Conduct annual Natural Helper Trainings 4 4 4 4

Recruit 30 new employment partners 4 8 9 9

Develop a 101 series of videos and standardized resource documents ● ●

Develop an operations manual for the Natural Helpers program ●

Define clear outcomes for Natural Helper participants ● ●

Recruit partnerships for legal, case management and mental health ● ●

Develop standardized materials for frequently requested topic areas ●

Conduct a comprehensive 10-year evaluation of the Natural Helpers Program ●

Evaluate branch service delivery ● ● ● ●

Implement outcome tracking for the Natural Helpers program ● ● ● ●

Evaluate staffing and volunteer management resources ● ● ● ●

Key Activities 2013 2014 2015 2016

Develop 100 business partnerships supporting Welcoming Indianapolis 10 45 45

Recruit and train 50 Welcoming Indianapolis ambassadors 30 10 10

Develop a "We Believe" public awareness and pledge campaign ● ●

Secure a media sponsor for Welcoming Indianapolis ●

Secure a lead financial sponsor for Welcoming Indianapolis ●

Develop a Community Leader Advisory Committee ●

Develop speakers bureau materials ●

Launch a citywide awareness campaign ●

Release a 3-year Welcoming Indianapolis community engagement report ●

Conduct and evaluate citywide and neighborhood engagement activities ● ● ● ●

Natural Helpers Program

Welcoming Indianapolis Initiative

PLAN IMPLEMENTATION SUMMARY

11

Community Building and Education

Systems and Infrastructure

Key Activities 2013 2014 2015 2016

Conduct monthly Reuben Education workshops 12 12 12 12

Develop a formalized Reuben Education series with defined learning objectives for

immigrant populations ● ●

Develop and implement a fee-for-service cultural competency training program for

community partners and service providers ● ●

Plan and implement a unique signature event or program that celebrates mulitculturalism ● ● ●

Lead efforts to strengthen the network of organizations that provide services to immigrants

and refugees ● ● ● ●

Implement outreach strategies for business, faith-based institutions and schools ● ● ● ●

Translate significant collateral materials into frequently spoken languages ● ● ● ●

Key Activities 2013 2014 2015 2016

Develop a new website with a robust multimedia library ●

Implement a new database system for managing constituent records ● ●

Implement a system and process for evaluating and tracking program outcomes ● ●

Develop an operations and policy manual for processes and programs ● ●

Explore long-term office location ● ●

Develop an annual PR/Marketing/Communications plan ● ● ● ●

Annually review priorities and align human resources with desired outcomes ● ● ● ●

Diversify revenue with an emphasis on individuals, corporations and earned revenue ● ● ● ●

NATURAL HELPERS PROGRAM

12

FUNDRAISING OPPORTUNITIES

To achieve Immigrant Welcome Center’s 2013-2016 goals there will need to be significant efforts to cultivating and

securing in-kind and financial support for the key activities identified. Below is an overview of the specific areas where

donor dollars can make a significant impact over the next four years.

Natural Helpers Program • Natural Helper volunteer training

• 101 informational and how-to videos for frequently requested issue/topic areas

• Development of standardized informational resources for frequently requested issue/topic areas

• Service delivery collaborations and formalized partnerships with an emphasis on legal, case management and mental health

• Outcome tracking and program evaluation

• Volunteer management staff support

• 10-year evaluation of the Natural Helpers program

Welcoming Indianapolis Initiative • Neighborhood engagement efforts and neighborhood action grants

• Media and community sponsorship for the Welcoming Indianapolis initiative

• Development of Speakers Bureau materials and training

• Print and media collateral for citywide awareness efforts

• Findings and Community Recommendations Report Development

• PR and communications consultant support

Community Building and Education • Cultural competency training program development for service providers and community partners

• Sponsorship support to implement a unique signature event or program that celebrates multiculturalism

• Outreach activities focused on faith-based, business and schools

• Translation of resource materials and website content

• Support to build a network of providers focused on increased service efficiency and coordination

Systems and Infrastructure • Website development with a multimedia library

• Constituent and donor software

• Outcomes and evaluation consultant support

PLAN IMPLEMENTATION | NEXT STEPS

13

Suggested Next Steps for Plan Implementation | June - December 2013

June 2013

□ Board approval of the 2013-2016 Strategic Plan

□ Meet with Achieve to determine specific fundraising strategy and approach aligned with plan

(individual, corporate, foundation opportunities) □ Meet with Central Indiana funders

July 2013 □ Develop Plan related marketing strategies, approach and timeline with Gracie Communications

□ Develop a strategic plan implementation strategy

• Identify and implement board roles related to implementation

• Develop an implementation plan and detailed timeline for 2013 tasks

• Begin aligning board agendas with strategic plan objectives

October/November 2013 □ Develop 2014 organization budget aligned with 2014 priorities and objectives