6-Year Strategic Plan 2018-23 · Create a volunteer rewards bank/kudos program 2019 Kim C Acquire or create, as necessary, and utilize Staffing Analysis Tools ... Continue to conduct

SOURCEPOINT

6-Year Strategic Plan 2018-23 2019-2023 Action Plan

Fara Waugh

11/22/2017

Similar to the 2018 Work Plan, this is part of the 6-Year Strategic Plan. This document outlines the actions to be taken by SourcePoint in years two through six. Necessarily, this plan is less specific than the 2018 plan to allow for modifications made necessary by circumstances which cannot be predicted. However, each action does have the approximate year in which the activity is planned and the name of the director responsible for the activity.

2019-23 Action Plan SourcePoint 2018-2023 Strategic Plan

November 2017 Page 1

Goal 1—Capacity: Maintain the promise to serve the increasing number of Delaware County residents age 55 and over, as evidenced by no waiting lists for those SourcePoint services designed to help them to remain in their homes. Strategy 1.1 Plan for and secure adequate financial resources

Action Steps Completion Quarter

Responsible Party

Reapply for Injury Prevention grant from Ohio Dept. of Health to take over the oversight of falls prevention programing previously done by the Health District with our funding

2019-23

Stephanie

Apply for foundation funding to purchase CareVan 2019 Stephanie

Identify source and apply for funding for new meal vans 2019 Stephanie

Reapply for Title IIIB funding through COAAA to support service coordination and volunteer transportation

3rd Quarter 2019-23

Fara

Reapply for Title IIIC funding through COAAA to support home-delivered and congregate

3rd Quarter 2019-23

Stephanie

Reapply for United Way funding to support home-delivered meals to individuals under 55

1st Quarter 2019-23

Stephanie

Review the previous year’s fundraising events programs and analyze the ROI and determine best format for major fundraiser.

2019-23

Kim S

Implement the planned giving program developed the previous year.

2019-23

Kim S

Evaluate the previously implemented donor development activities to determine if desired outcomes and established benchmarks were met.

2019-23

Kim S

Identify and address causes of donor drop-off 2019-23 Kim S

Create and execute a yearly plan with timeline to increase engagement and understanding of fund development to target audiences, incorporating positive outcomes from previous years.

2019-23

Kim S

Secure approval from County Commissioners to place Senior Services levy on the ballot

2022-23

All

Plan and implement a successful marketing campaign for the Senior Services levy

2022-23

All



Goal 1—Capacity: Maintain the promise to serve the increasing number of Delaware County residents age 55 and over, as evidenced by no waiting lists for those SourcePoint services designed to help them to remain in their homes. Strategy 1.2 Secure and maintain the necessary infrastructure and human resources


Responsible Party

Explore other venues to offer offsite programming, once maximum capacity reached. (Postponed if lease signed in 2018)

2022

Stephanie

IT to work with departments to oversee the purchase of technology, analyzing compatibility, to maximize its use, improve efficiencies, and reducing the cost of support

2019-23

Kim C

Explore redesigning Front Desk Customer Service Access 2020 Kim C

Continuously invest in Technology to improve capabilities and efficiencies

2019-23

Kim C

Increase Electronic File Storage agency-wide to improve accuracy, insure backup, and improve security of information

2019-23

Kim C

Research methods for automating nutrition operational processes, including revisiting the use of tablets & mapping technology for mapping purposes

2019

Stephanie

Modernize the HVAC control system 2019 Kim C

Explore other venues to offer offsite programming, once maximum capacity reached. (Postponed if lease signed in 2018)

2022

Stephanie

Pursue Asset Tagging / Inventory application 2019 Kim C

Improve or develop Equipment Maintenance and Useful Life reports to plan replacements throughout the agency

2019

Kim C

Routinely determine meal route capacity and use in planning 2019-23 Stephanie

Replace the 2 older vans and monitor useful life of Meal Van fleet 2019

Stephanie

Add equipment based on program expansion, as specified in the Capital Budget

2019-23

Kim C

Redesign or replace Point-Factoring System in determining pay-scales

2019

Kim C

Increase number of transportation & chore volunteers 2019-2023 Kim C

Create a volunteer rewards bank/kudos program 2019 Kim C

Acquire or create, as necessary, and utilize Staffing Analysis Tools used to measure productivity efficiencies, and staffing levels.

2019-23

Kim C

Continue to use and apply productivity reports for care consultant and I&R positions, necessary to maintain adequate staffing for In-Home Care Services

2019-23

Fara

Increase the number of respite volunteers 2019-23 Stephanie



Evaluate the potential for tuition Reimbursement 2020 Kim C

Partner with Columbus State Culinary school for kitchen interns Annually, beginning 2019

Stephanie



Goal 2—Quality: Offer high quality information, programs and services to residents aged 55 and over in Delaware County, which meets or exceeds internal and external standards for excellence set for each program or service and for management and governance practices. Strategy 2.1 Continue to evaluate, identify, and improve key quality measures


Responsible Party

Site Visit from CARF team to complete accreditation audit 2019 Fara

Secure CARF Accreditation 2019-23 Fara

Continue ongoing performance improvement processes implemented the previous year, by completing the annual analysis of performance indicators and correcting areas identified as deficient.

2019-23

Fara

Identify and secure best certifications and credentialing for all community program's department staff and programs to demonstrate highest quality

2019

Stephanie

Achieve OANO's recommended 3:1 ratio of fundraising and donations revenue to expenses within five years

2022

Kim S

Secure OANO Standards for Excellence Recertification 2022 Fara

Thoroughly evaluate Enrichment Center liability and risk management to identify vulnerabilities and develop solutions accordingly

2019

Stephanie

All kitchen staff will maintain ServSafe certification 4th Quarter 2018 Stephanie

Continue to evaluate the ROI and analysis of efficacy of all marketing and fundraising activities, annually.

2019-23

Kim S

Pursue MOWA Accreditation when made available 2019-23 Stephanie



Goal 2—Quality: Offer high quality information, programs and services to residents aged 55 and over in Delaware County, which meets or exceeds internal and external standards for excellence set for each program or service and for management and governance practices. Strategy 2.2 Achieve set measures and benchmarks that monitor quality


Responsible Party

Continue the annual survey which measures caller/visitor feedback regarding customer service staff interactions

2019-23

Kim

Continue to conduct bi-annual client satisfaction survey for all who receive meals

2019-23

Stephanie

Continue to implement the program which rewards providers for higher quality service

2019-23

Fara

Continue to use In-Home care provider satisfaction survey and expand to other contracted services beyond home care agencies

2019-23

Fara

The provider relations specialist will continue to make routine contacts and face-to-face visits with contracted providers, engaging in opportunities to provide education, conduct training and improve the providers understanding of SourcePoint expectations and ultimately their performance

2019-23

Fara

Once benchmarks for quality have been established for community education programs, they will be evaluated annually and modified, as necessary, to improve quality

2019-23

Stephanie



Goal 2—Quality: Offer high quality information, programs and services to residents aged 55 and over in Delaware County, which meets or exceeds internal and external standards for excellence set for each program or service and for management and governance practices. Strategy 2.3 Ensure that procedures, information and training are focused to improve quality


Responsible Party

Develop and conduct a survey of staff and volunteers seeking input on training needs

2019-23

Kim C

Develop and implement Quarterly HR training opportunities for supervisors

Quarterly 2019-23

Kim C

QI Supervisor will conduct unannounced inspections of the kitchen processes and food safety practices

2x Annually, 2019-23

Stephanie

Develop new policy manual for volunteers. 2019 Kim C

Create a Volunteer Development day(s), with focus on agency wide issues

2019

Kim C

Expand OSHA, First Aid and safety training oversight, enhance current compliance program

2019

Kim C

Develop new policy manual for volunteers. 2019 Kim C

All staff and management training will be reviewed by the supervisor to confirm that outcome of training will aid in the improvement of quality of service they provide

Annually, starting 1st Quarter 2018

All



Goal 2—Quality: Offer high quality information, programs and services to residents aged 55 and over in Delaware County, which meets or exceeds internal and external standards for excellence set for each program or service and for management and governance practices. Strategy 2.4 Determine the best ways to measure and improve quality, customer service excellence and best practices in management and governance


Responsible Party

Third party contractor to complete IT audit every 3 years 2021 Kim C

Improve supervisory oversight with migration to new payroll system

2019

Kim C

Create an interdepartmental customer service advisory team to review, modify and create, as necessary, policies to address customer complaints

2019-23

Kim S

Develop and implement a training plan with guidance tools to the full staff to help improve the handling of customer complaints.

2019-23

Kim S

Perform quarterly management visits of both Café and off-site dining centers to provide oversite of consistency & monitor improvements

2019-23

Stephanie



Goal 3—Access: Enable Delaware County residents aged 55 and over to connect with SourcePoint through inclusive, meaningful engagements that meet their needs, achieving representation of those with needs in each of the geographic areas of the county. Strategy 3.1 Ensure availability of services to increase diversity through an attitude of inclusiveness to those 55 and older in Delaware County


Responsible Party

Continue the development and improvement of quality menu selections which are varied, creative, and ethnically diverse

2019-23

Stephanie

Continue to improve quality and diversity of the content of “My Communicator,” our service catalog, and brochure, offering original material that is useful, educational, interesting and meets the needs of diverse population of older adults

2019-23

Kim S

Continue to explore ways to reach underserved communities through diversified activities both onsite and off.

2019-23

Stephanie

If research and the board support the concept of “Universal Membership” (providing all county residents 55+ with complimentary membership) to the Enrichment Center as feasible, a thorough implementation plan with timetable will be developed

.

2019-23

Stephanie



Goal 3—Access: Enable Delaware County residents aged 55 and over to connect with SourcePoint through inclusive, meaningful engagements that meet their needs, achieving representation of those with needs in each of the geographic areas of the county. Strategy 3.2 Identify and remove access barriers of transportation, technology, physical condition, communication among those 55 and older


Responsible Party

Continue to recruit and train 10% more volunteer drivers to meet the growing demand for volunteer transportation services

2019-23

Fara

Formalize a partnership through a contract with Uber or Lyft to provide transportation services

2019-23

Fara

Develop new and expand existing affordable transportation options for people age 55+ throughout Delaware County through programs by continuing our support of DATA’s Bus Bucks program and Discounted Fixed-Route transportation

4th Quarter 2018

Fara

Continue the expansion of service coordination to all parts of the county to improve access to quality services

2019-23

Fara

Continue to identify and develop partnerships with senior housing facilities for the placement of a care consultant or service coordinator on-site to improve access and efficiencies

2019-23

Fara

All new SourcePoint Cafés will be established in accessible areas 2019-23 Stephanie

Develop and execute a plan for group transportation for Enrichment Center members with SourcePoint’s own bus

2nd Quarter 2018

Stephanie

Continue our efforts to secure quality providers to fill the gaps and meet the service needs of our In-Home Care clients

2019-23

Fara

Develop volunteer transportation "buddy program" matching EC members with enrolled clients as well as other members

2020

Fara

Continue the expansion of community education programs (caregiver, MOB, Healthy U and Insurance) both on and offsite

2019-23

Stephanie

Depending on results of the CareVan research, either purchase, partner with other organization(s), or secure donations or sponsorship to provide “mobile access” to multiple SourcePoint services and programs

2019-20

Stephanie

Expand web- and digital-based educational program offerings through online, DVD and digital device mediums in cooperation with Communications.

2019

Stephanie

Identify and develop partnerships with outside organizations to offer fitness and aquatics at their locations

2019

Stephanie

Offer hands-on assistance to obtain information and enroll for in-home care and/or enrichment programming on-site at senior



housing and community centers and facilities 2020 Fara

Goal 3—Access: Enable Delaware County residents aged 55 and over to connect with SourcePoint through inclusive, meaningful engagements that meet their needs, achieving representation of those with needs in each of the geographic areas of the county. Strategy 3.2 Identify and remove access barriers of transportation, technology, physical condition, communication among those 55 and older


Responsible Party

Will develop and implement a plan for assigning contracted homecare providers by location to improve efficiencies and worker retention

2019

Fara



Goal 4—Scope: Through identification, evaluation and understanding of unmet community needs, lead the coordination of comprehensive programs and services to residents aged 55 and over in Delaware County as measured by regular input from internal and external stakeholders. Strategy 4.1 Identify, prioritize and determine the necessary services and programs that SourcePoint will appropriately support to meet community needs using customer feedback, SourcePoint research, and other community assessments


Responsible Party

Incorporate Enrichment Center vision created in 2018 into promotions and ensure that it is consistent with and supports the overall vision of SourcePoint

2019

Stephanie

Develop a series of Aging Transitions programming to engage those age 55-64

2019

Stephanie

Identify research-based gap analysis methods specific to In-Home Care Services

2019

Fara

Establish gap analysis benchmarks for In-Home Care Services, based on research, creating a unified tool

2019

Fara

Implement the In-Home Service Gap Analysis Tool 2020 Fara

Prioritize those services identified through the gap analysis, based on consistency with mission, and implement as indicated

2023

Fara



Goal 4—Scope: Through identification, evaluation and understanding of unmet community needs, lead the coordination of comprehensive programs and services to residents aged 55 and over in Delaware County as measured by regular input from internal and external stakeholders. Strategy 4.2 Develop a plan to support, monitor and evaluate these services and programs

Action Steps

Completion Quarter

Responsible Party

Position ourselves to support and provide services, programs and activities to a growing number of individuals age 55+ in Delaware County

2019-23

All

Will continue efforts to expand falls prevention programming while also researching and lead other evidence-based program offerings on a variety of health related topics

2019-23

Stephanie

Ongoing evaluation and analysis of programs, services and activities and modify as needed

2019-23

All

Conduct both short-term and long-range evaluation and planning for both sustaining and creating the services and programs

identified as priorities for SourcePoint, including the financial impact

Annually, with a

new 5-year plan in 2022

Fara



Goal 5—Brand Positioning: Strengthen SourcePoint’s leadership position as the resource, starting point and provider of services and programs for residents aged 55 and over in Delaware County as measured by regular input from internal and external stakeholders. Strategy 5.1 Create a consistent understanding among staff, volunteers, program participants, and allies that SourcePoint is one organization that has a broader community role beyond providing services and programs, and encourage the staff to live the brand


Responsible Party

Continue agency-wide “Brand Ambassador” training of employees and volunteers

2019-23

Kim S

Continue the initiative developed in 2018 to engage members of a “Speaker’s Bureau”

2019-23

Kim S

Continue the “Referral Program” for members 2019-23 Kim S

Continue to strengthen editorial processes of all media platforms to verify consistent messages, tone, imagery with mission and brand

2019-23

Kim S

Continue to provide annual staff training and new manager/key employee orientation of brand message

2019-23

Kim S

Continue to promote the awards bestowed on SourcePoint and its staff via website, social media, and press releases

2019-23

Kim S

Continue to create and implement targeted campaigns to identify marketing audiences, evaluate effectiveness, and update research periodically by using in-person and online surveys

Quarterly 2019-23

Kim S

Continue to repurpose original content on all channels (paid, owned, earned, and shared), as well as expand to new mediums/formats (videos, podcasts, blogs) to increase quantity of viewers and time spent viewing

2019-23

Kim S

Increase brand awareness and engagement on our social media platforms, comparing overall monthly reach (shares, likes) as a metric through increased use of blogs, videos, and new imagery

2nd Quarter 2018

Kim S



Goal 5—Brand Positioning: Strengthen SourcePoint’s leadership position as the resource, starting point and provider of services and programs for residents aged 55 and over in Delaware County as measured by regular input from internal and external stakeholders. Strategy 5.2 Reaffirm a consistent understanding among internal and external stakeholders that SourcePoint should be at the table whenever policy, funding, or services affecting adults age 55 and older are being considered


Responsible Party

Continue to assist the Age-Friendly Leadership Council members in developing strategies for addressing the gaps identified through the Age-Friendly assessment and monitoring their progress

2019-23

Fara

Continue the implementation a multilayered campaign plan promoting SourcePoint to the public and our partners as the key to aging successfully in Delaware County

2019-23

Kim S

Continue to refresh our website, improving the look of the interface, navigation, readability, and usability in accordance with needs of audience and ADA, as well as explore how to implement a second-language version (Also addresses Access)

2019-23

Kim S

Present community education programs and staff as strong, positive representatives of the agency and not tied to one department, to be the best stewards possible of SP programming resources

2019

Kim S

Management and staff will continue involvement in various coalitions, community stakeholder planning groups, task forces, and community team meetings, reporting relevant information to internal management and staff and saving information in a shared location

1st Quarter 2018

All

Documents

6-Year Strategic Plan 2018-23 · Create a volunteer rewards bank/kudos program 2019 Kim C Acquire or create, as necessary, and utilize Staffing Analysis Tools ... Continue to conduct