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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
2019-23 Action Plan SourcePoint 2018-2023 Strategic Plan
November 2017 Page 2
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
Action Steps Completion Quarter
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
2019-23 Action Plan SourcePoint 2018-2023 Strategic Plan
November 2017 Page 3
Evaluate the potential for tuition Reimbursement 2020 Kim C
Partner with Columbus State Culinary school for kitchen interns Annually, beginning 2019
Stephanie
2019-23 Action Plan SourcePoint 2018-2023 Strategic Plan
November 2017 Page 4
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
Action Steps Completion Quarter
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
2019-23 Action Plan SourcePoint 2018-2023 Strategic Plan
November 2017 Page 5
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
Action Steps Completion Quarter
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
2019-23 Action Plan SourcePoint 2018-2023 Strategic Plan
November 2017 Page 6
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
Action Steps Completion Quarter
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
2019-23 Action Plan SourcePoint 2018-2023 Strategic Plan
November 2017 Page 7
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
Action Steps Completion Quarter
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
2019-23 Action Plan SourcePoint 2018-2023 Strategic Plan
November 2017 Page 8
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
Action Steps Completion Quarter
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
2019-23 Action Plan SourcePoint 2018-2023 Strategic Plan
November 2017 Page 9
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
Action Steps Completion Quarter
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
2019-23 Action Plan SourcePoint 2018-2023 Strategic Plan
November 2017 Page 10
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
Action Steps Completion Quarter
Responsible Party
Will develop and implement a plan for assigning contracted homecare providers by location to improve efficiencies and worker retention
2019
Fara
2019-23 Action Plan SourcePoint 2018-2023 Strategic Plan
November 2017 Page 11
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
Action Steps Completion Quarter
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
2019-23 Action Plan SourcePoint 2018-2023 Strategic Plan
November 2017 Page 12
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
2019-23 Action Plan SourcePoint 2018-2023 Strategic Plan
November 2017 Page 13
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
Action Steps Completion Quarter
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
2019-23 Action Plan SourcePoint 2018-2023 Strategic Plan
November 2017 Page 14
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
Action Steps Completion Quarter
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