Our PASSION AND PURPOSE. Strategic Plan

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1 PASSION AND PURPOSE Strategic Plan

2 Improving the lives of the people we serve is at the heart of Circle of Care s mission and the work we carry out each day. Since 1974 we have strived to optimize the independence of our clients and help them live healthier, happier, and longer lives in their homes. 500 employees and 320 volunteers serve over 5,000 clients across the Greater Toronto area, providing more than 550,000 hours of service with compassion, care and kindness. PASSION AND PURPOSE In June 2010, we launched our Strategic Plan, Passion and Purpose, an inspiring and transformational roadmap that will enable Circle of Care to deliver on our mission and accomplish our vision to be the best community health care organization in Ontario; the preferred choice! The plan was shaped by our Board of Directors, the clients and families we serve, our employees as well as our community partners. It outlines Circle of Care s strategic directions and priorities that will transform how we perform our work to achieve outstanding, long lasting results. 2

3 mission, values, vision and brand promise are simple to remember, bold and forward-looking. They tell the story about who we are, what we stand for, where we are going and what we promise to do. Their impact on Circle of Care is transformational. They guide us forward in the ways in which we operate, assist clients, provide services and interact with one another, our partners and our community. They are more than just words on a page. They are Circle of Care s Passion and Purpose for the future. Mission To support individual independence and to sustain and enhance quality of life in the community. Vision To be the best community health care organization in Ontario; the preferred choice! Values Accountability Client-Centred Care Diversity Ethical Behaviour Fiscal Accountability Innovation Learning & Growth Safety Teamwork & Collaboration Brand Promise We help our clients live healthier, happier, longer lives in their homes. We are a one-stop provider. We: Help clients live at home longer. Enrich clients quality of life. Optimize client independence. Empower clients and their caregivers. 3

4 Strategy Map To be the BEST community health care organization in Ontario; the PREFERRED CHOICE! Thus achieving our mission & vision. Mission: To support individual independence and to sustain and enhance quality of life In the community. Customer Outcomes And meet the needs of the customers we serve. We deliver effective, integrated, safe and accessible client-centred services. We are leaders in providing value and optimizing client outcomes. Financial Outcomes We develop and sustain knowledge-based win-win relationships. We diversify and grow our revenue and financial resources. We optimize resource allocation and efficiency. We are fiscally responsible. Enabling us to use our resources wisely, We operate with excellence and efficiency. Operational Enablers We develop and execute innovative service and product solutions. We collaborate and partner with service providers and funders. We develop agency capacity and community relations. So we can operate with Effectiveness & Efficiency, We will build a strong & prepared organization, We work in a high-performance, accountable agency, with the right people in the right jobs, doing the right things. Organizational Readiness Enablers We are an Organization of Choice for employees and volunteers. We enable our strategy and expand our capabilities through technology. We continuously improve our organization. Brand Driver: We help our clients live healthier, happier, longer lives in their homes. By acting on our values & beliefs Values: Accountability, Client-Centred Care, Diversity, Ethical Behaviour, Fiscal Accountability, Innovation, Learning & Growth, Safety, Teamwork & Collaboration 4

5 STRATEGY MAP We are proud of our Strategy Map. It gives us purpose. It prioritizes our work. It inspires us. It helps us make decisions. It prepares us to be resilient. It keeps us focused on what we are striving to achieve. It reminds us of why Circle of Care exists. We chose the Balanced Scorecard strategic planning model because it is a multidimensional approach to measure Circle of Care s performance. The strategy map balances four performance perspectives the customer and financial outcomes and the operational and organizational readiness enablers. We can easily see the cause-effect relationship between our actions the enablers and our results the outcomes. strategy map takes Circle of Care on a transformational journey. new service excellence model s impact on client satisfaction and our new quality improvement framework will accelerate positive organizational and performance results. Circle of Care s CUSTOMER OUTCOMES Over the next four years, Circle of Care will implement action across three key customer areas. We will develop and sustain knowledgebased win-win relationships with service providers, caregivers, funders, and other stakeholders. We will deliver effective, integrated, safe and accessible client-focused services. We will be leaders in providing value and optimizing client outcomes. These outcomes will inspire an organizational transformation that will make a significant difference to the people we serve. 5

6 Measuring RESULTS One of the ground-breaking results of Balanced Scorecard Strategic Planning is to guide the formation of metrics (key measurements) across the strategic perspectives. Every year we will set targets for each metric and we will track our progress, success and the need for improvement against these targets. The Balanced Scorecard Report will help Circle of Care move closer to achieving our vision and goals. Balanced Scorecard will be reported to our Board of Directors, funding organizations, employees, volunteers and other key stakeholders. We expect to develop departmental scorecards that will assist our teams in tracking their individual performance that ensure their efforts and results are in alignment with our corporate directions. Guiding Principles Customer Focused - We put the client at the centre of everything we do. Leadership - We lead by example and are clear about what we expect from our employees and volunteers. The Butterfly Effect - We believe that all employees and volunteers can make a difference. Collaboration and Input - We seek input and collaborate with key stakeholders at all points of the intake and service delivery processes. Communication - We strive to communicate in a timely and transparent manner. Strategic - We implement change based on facts, exploration of opportunities, and sound decision making practices. 6

7 Integrated Service Delivery Model Case Management and Navigation Personal Support Services Professional Services Transportation Services Client & Family/Caregiver Day Centre for Seniors Community Hospice Social Work & Caregiver Support Volunteer Services: Meals on Wheels, Diner s Clubs, Phone Pals, Visiting 7

8 LEVEL TWO 530 Wilson Avenue Toronto, Ontario M3H 5Y