YOUTH, FAMILY AND COMMUNITY CONNECTIONS INC. StrategicPLAN 2014 - 2017 1 Content OUR Vision YOUTH, FAMILY AND COMMUNITY CONNECTIONS INC. CONTRIBUTES TO A COMMUNITY WHERE INDIVIDUALS AND FAMILIES HAVE THE OPPORTUNITY TO ACHIEVE GOALS AND TO SEEK POSITIVE CHANGE. 02 Our Values and Behaviours 03 Goals, Strategies and Actions 04 Goal 1 09 Goal 2 12 Goal 3 OUR Mission WE WILL PROVIDE ENCOURAGEMENT, SUPPORT AND RESOURCES TO ENABLE INDIVIDUALS AND FAMILIES TO PARTICIPATE POSITIVELY IN THE COMMUNITY. 2 www.yfcc.com.au 3 OUR VALUES And Behaviours Organisational Values What That Means To Us Client centered Listen to clients Consult clients at every step of the journey Work with client strengths Collaboration Remember that Together Everybody Achieves More Seek out opportunities to work with, and learn from others Creativity Be resourceful Have the courage to suggest new ways of doing things Empathy “Seek first to understand then to be understood” (Steven Covey, 1989) Inclusiveness Embrace diversity Integrity Own your mistakes Do what you say you will do Leadership Develop expertise Inspire and develop colleagues Master best practice care Quality Do it right, even when nobody is looking Continuously improve Results oriented Celebrate the successes Acknowledge opportunities for improvement Report accurately and on time Social equity Level the playing field to provide everybody with an opportunity 4 www.yfcc.com.au GOALS, STRATEGIES and Actions OVERVIEW GOAL 1 ENSURE THAT COMMUNITY STAKEHOLDERS, PARTNERS, FUNDING BODIES, STAFF, CLIENTS AND GOVERNMENT HAVE A CLEAR IDEA OF WHO WE ARE AND WHAT WE DO. GOAL 2 DELIVER OPTIMUM SERVICE TO CLIENTS (BOTH FUNDING BODIES AND SERVICE USERS). GOAL 3 ENSURE THAT WE HAVE THE RIGHT NUMBER OF PERSONNEL WITH THE RIGHT SKILLS (INCLUDES STAFF AND DIRECTORS). 5 GOAL One REFERENCE STRATEGY 1 ENSURE THAT COMMUNITY STAKEHOLDERS, PARTNERS, FUNDING BODIES, STAFF, CLIENTS AND GOVERNMENT HAVE A CLEAR IDEA OF WHO WE ARE AND WHAT WE DO. REFERENCE DEVELOP AND IMPLEMENT A MARKETING PLAN WHICH: DESCRIPTION Ensure that all staff have a clear understanding of each other’s functions and all YF&CC activities. ACTION PLAN MEASURE OF SUCCESS ( HOW WILL WE KNOW IF THIS IS WORKING?) Staff understanding is assessed during performance appraisals. PERSON RESPONSIBLE • Considers emerging trends, including the nature of changing demographics and the implications of such change • Identifies and responds to opportunities • Leverages (makes the most of) the recent merger • Ensures that community stakeholders, providers, funding bodies, clients and government have a clear idea of who we are and what we do Progress is made towards ensuring that no one revenue source accounts for more than 40% of total revenue. Stakeholder evaluation indicates that referrals to YF&CC are relevant and appropriate COMPLETION DATE ACTION PLAN Conduct Whole of Organisation Team Days where staff are able to network and share information CEO Conduct Team Meetings where information is shared Team Leaders At least monthly and ongoing QI & HR Manager From September 2014 and ongoing Include assessment of staff understanding of each other’s functions and YF&CC functions in Performance Appraisal process STRATEGY 2 MEASURE OF SUCCESS ( HOW WILL WE KNOW IF THIS IS WORKING?) DESCRIPTION PERSON RESPONSIBLE COMPLETION DATE 4 x per annum Develop and implement Marketing Plan CEO December 2014 Promote new brand and services All staff Immediate and Ongoing Conduct Stakeholder Evaluation Program and Marketing Manager/Executive Assistant December 2014 and Annually thereafter “CONSIDERS EMERGING TRENDS, INCLUDING THE NATURE OF CHANGING DEMOGRAPHICS AND THE IMPLICATIONS OF SUCH CHANGE” 6 www.yfcc.com.au 7 REFERENCE STRATEGY 3 DESCRIPTION Understand and leverage the digital economy. ACTION PLAN MEASURE OF SUCCESS ( HOW WILL WE KNOW IF THIS IS WORKING?) REFERENCE Increased online engagement (e.g. number of website visits, Facebook page likes, etc) STRATEGY 4 PERSON RESPONSIBLE COMPLETION DATE DESCRIPTION Identify and promote, the funding needs of client throughout our region. ACTION PLAN MEASURE OF SUCCESS ( HOW WILL WE KNOW IF THIS IS WORKING?) Partnerships maintained and increased PERSON RESPONSIBLE COMPLETION DATE New YF&CC website in place CEO / Program and Marketing Manager November 2014 Maintain and develop new partnerships to be able to meet need CEO / Program and Marketing Manager / Team Leaders Ongoing Up to date resources and appropriate/relevant links added to website Executive Assistant December 2014 Maintain and develop new MOUs to address need CEO / Program and Marketing Manager / Team Leaders Ongoing Facebook page used to promote events, services and relevant information Health Promotion and Marketing Committee Immediate and Ongoing Participate in forums that assist in meeting client needs – eg collective impacts Leadership Team Ongoing All staff trained in accessing and using intranet and social media technologies Finance Manager / Team Leaders / Executive Assistant December 2014 Advocate where program funding is cut / reduced Leadership Team Ongoing “UNDERSTAND AND LEVERAGE THE DIGITAL ECONOMY.” 8 www.yfcc.com.au 9 7 REFERENCE STRATEGY 5 DESCRIPTION Identify and participate in key forums and networks. ACTION PLAN Continue to update and maintain register of staff networks and committees MEASURE OF SUCCESS ( HOW WILL WE KNOW IF THIS IS WORKING?) GOAL Two DELIVER OPTIMUM SERVICE TO STAKEHOLDERS (BOTH FUNDING BODIES AND SERVICE USERS). Increased referrals from staff networking activities. PERSON RESPONSIBLE Executive Assistant COMPLETION DATE REFERENCE DESCRIPTION Client satisfaction survey. Immediate and ongoing Review register of networks and committees to identify gaps Leadership Team Quarterly and ongoing Ensure staff sharing information from participation in key forums and networks Team Leaders Team Meetings - ongoing STRATEGY 1 Provide clients with opportunities to help shape our services and activities (and where applicable, to have control over their own care). www.yfcc.com.au Low levels of complaints / non-compliance. Clients / contracts retained. Client file audit reports indicate compliance ACTION PLAN 10 MEASURE OF SUCCESS ( HOW WILL WE KNOW IF THIS IS WORKING?) PERSON RESPONSIBLE COMPLETION DATE Implement effective case management practices across all services Team Leaders August 2014 and ongoing Conduct client evaluation across all services Program Planning and Marketing Manager June – and bi-annually thereafter Implement client complaints processes across all services and ensure complaints are reported, reviewed and improvements implemented CEO August 2014 (reported monthly) Implement client suggestion boxes in each YF&CC site Team Leaders August 2014 Develop and implement a consumer reference group CEO/Program and Marketing Manager July 2015 11 REFERENCE MEASURE OF SUCCESS ( HOW WILL WE KNOW IF THIS IS WORKING?) DESCRIPTION Client satisfaction survey. STRATEGY 2 Establish (or maintain) processes for confirming that client needs are being met. DESCRIPTION STRATEGY 3 Identify and respond to changes in government policy, best practice and community expectations, as soon as practical. Low levels of complaints / non-compliance. ACTION PLAN Clients / contracts retained. ACTION PLAN REFERENCE PERSON RESPONSIBLE COMPLETION DATE MEASURE OF SUCCESS ( HOW WILL WE KNOW IF THIS IS WORKING?) Clients / contracts retained. Quality Accreditation achieved across all services PERSON RESPONSIBLE COMPLETION DATE Participate in consultations and government forums Leadership Team Ongoing Conduct client evaluation (across all services) Program Planning and Marketing Manager June – and bi-annually thereafter Strategic discussions at Board and Leadership Meetings Chair / CEO Ongoing Implement recommendations from client evaluation CEO As required Explore new funding directions and opportunities (eg collective impacts, RTO, social enterprise) Leadership Team Ongoing Conduct client meetings (Accommodation Services) CASS Team Leader Ongoing Implement practices and procedures to ensure all services attain quality accreditation, including maintenance of the SPP CEO / QI&HR Manager January 2015 and ongoing “ESTABLISH (OR MAINTAIN) PROCESSES FOR CONFIRMING THAT CLIENT NEEDS ARE BEING MET (E.G. CLIENT VISITS, CLIENT SURVEYS).” 12 www.yfcc.com.au 13 GOAL Three REFERENCE STRATEGY 1 ENSURE THAT WE HAVE THE RIGHT NUMBER OF PERSONNEL WITH THE RIGHT SKILLS (INCLUDES STAFF AND DIRECTORS) DESCRIPTION Complete a training needs analysis to ensure that we can meet current and emerging skills requirements. ACTION PLAN Satisfactory staff retention rates. Professional development plans in place for every staff member. Staff training reports indicate training is meeting skills requirements. PERSON RESPONSIBLE STRATEGY 2 Review staffing levels in consultation with clients and staff. ACTION PLAN MEASURE OF SUCCESS ( HOW WILL WE KNOW IF THIS IS WORKING?) Increased staff satisfaction / retention Client satisfaction / survey PERSON RESPONSIBLE COMPLETION DATE Review staffing levels and identify any needs Leadership Team Monthly Conduct staff survey CEO / QI&HR Manager November 2014 and annually thereafter Conduct client evaluation Program and Marketing Manager June and bi-annually thereafter COMPLETION DATE QI&HR Manager March 2015 Conduct performance appraisals for every staff member and ensure professional development plans are in place CEO / QI&HR Manager Immediate and Annual thereafter (reviewed 6 monthly) Ensure staff have access to identified professional development (including in budgets) CEO / Finance Manager / QI&HR Manager Immediate and Ongoing Conduct Team Days and Team Training Days to address common identified needs across Organisation CEO / Finance Manager / QI&HR Manager Immediate and Ongoing www.yfcc.com.au DESCRIPTION MEASURE OF SUCCESS ( HOW WILL WE KNOW IF THIS IS WORKING?) Training Needs Analysis conducted 14 REFERENCE REFERENCE DESCRIPTION STRATEGY 3 Review Board Membership and ensure appropriate and diverse skill base ACTION PLAN MEASURE OF SUCCESS ( HOW WILL WE KNOW IF THIS IS WORKING?) Board of Governance has a relevant and diverse skill base Consumer on Board of Governance PERSON RESPONSIBLE COMPLETION DATE Conduct Board review of skills Chair November 2014 Recruit Consumer to the Board Chair June 2015 15 a: 81 Oldaker Street, Devonport Tasmania 7310 e: reception@yfcc.com.au 16 www.yfcc.com.au p: 03 6423 6635 f: 03 6423 6642 w: www.yfcc.com.au