D1 managing in an outcome based framework
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1. This document outlines a framework for managing service programs using outcome-based targets and measures. 2. Key aspects include setting annual, monthly, and weekly targets; measuring performance against those targets; and making adjustments to improve results. 3. Targets and measures are established for both efficiency and effectiveness to ensure accountability for both processes and outcomes.
D1 managing in an outcome based framework
- 1. 2. Set 1. Understand Targets 3. Measure 4. Improve Managing in an Outcome Based EOES Framework
- 2. BBMD Consulting Sarah Delicate, Director Has worked with over 100 EO Service Providers in the last 12 months • Monthly EOES Newsletters (sign up!) • In-house Training (bring us in!) — Understanding EOES — Managing in an Outcome Based Framework — Retention and Case Management — EOES 911 PMF • Webinars 1. 6/10/11- 1:00 PM 2. 6/23/11 - 10:00 AM 3. 7/11/11 - 10:00 AM 2 Bell Browne Molnar & Delicate Consulting © 2010
- 3. 1. Stresses accountability for 1 2 results/outcomes/impacts, NOT just processes, activities and costs 2. Rewards innovation and 3 4 excellence in both the results achieved and HOW the results were achieved 3. Enables local, regional, provincial, national and 1. Understand: international comparisons of program results in controlled circumstances Why 4. Measuring results allows the funder and the service Outcome- provider to make informed decisions Based? © 2011 BBMD Consulting 3 Back to main
- 4. Back to main 1. Understand: How does this change how I manage? 1 Your accountability is to: 1. Understand what is expected and what is ‘on the 2 line’ 2. Ensure that year-end results “measure up” to the expectations set by the funder (stability in funding) 3 3. Demonstrate value beyond expectations (competitiveness and growth) 4 4. Tell your performance story (transparency, competitiveness and growth) © 2011 BBMD Consulting 4
- 5. Back to main 1. Understand: EOES PMS 1 Dimension Measure Min. Weight Equals 2 Customer Service 1. Customer Satisfaction (client / employer) 85% 15% = 1.28 (40%) 2. Service Coordination 30% 25% = .75 3. Employed 69% 25% = 1.73 3 Effectiveness (50%) 4. Training / Education 10% 10% = .10 5. Suitability 25% 15% = .38 6. Intake (assisted) 90% 5% = .45 4 Efficiency (10%) 7. Workshops / Info Sessions (RI) 90% 5% = .45 100% 5.14 © 2011 BBMD Consulting 5
- 6. Back to main 1. Understand: your program lifecycle 1 Eligibility Suitability Case Management (CSPC) – Service Unit: Signed Service Plan in Place Self Service (RI) Job Search, Job Development, etc 3 months ideal Job Retention 3 months JOB Closed (exit) © 2011 BBMD Consulting 6
- 7. 1 2 Annual, Monthly, Weekly 1. AGENCY LEVEL TARGETS 3 4 2. STAFF LEVEL TARGETS RI Job Search Placement Retention 2. Set Targets a) Understand 3. ALL Core Measures PLUS… requirements b) Strategically plan c) Manage Capacity d) Maximize response times © 2011 BBMD Consulting 7 Back to main
- 8. Back to main 1 1. Figure out your ‘projected’ monthly traffic patterns 2. Figure out all of the measures you need to target 2 3. Plot it into an excel spread sheet. Annual Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Target EFFICIENCY RI Workshop Participants 1224 102 102 102 102 102 102 102 102 102 102 102 102 3 Assisted BOOKED 756 63 63 63 63 63 63 63 63 63 63 63 63 Assisted NO SHOW 30% 19 19 19 19 19 19 19 19 19 19 19 19 Assisted Service (opened in 612 51 51 51 51 51 51 51 51 51 51 51 51 CaMS) 4 Exceptions Exits Suitability 10% 100% 25% 178 5 178 5 178 5 51 178 5 51 178 5 51 178 5 51 178 5 51 178 5 51 178 5 51 178 5 51 178 5 51 178 5 Employed 69% 35 35 35 35 35 35 35 35 35 Retention clients © 2011 BBMD Consulting 8
- 9. STEP : TRAFFIC PATTERNS TRAFFIC MANAGEMENT PLANNING IN EFFECT 1. Do this WITH your staff! 2. Consider your ‘seasonal’ economies, slow months (holidays), etc. 3. Consider your STAFF holiday schedules 4. Consider historical trend data, if available © 2011 BBMD Consulting 9
- 10. Step : Traffic Patterns – Overview tab Q1 Q2 Q3 Q4 A M J J A S O N D J F M ALL 8.33% 8.33% 8.33% 8.33% 8.33% 8.33% 8.33% 8.33% 8.33% 8.33% 8.33% 8.33% MONTHS EQUAL 59 59 59 59 58 58 58 58 58 58 58 58 700 clients Q1 Q2 Q3 Q4 A M J J A S O N D J F M MODERATE 9% 7% 8% 8% 7% 10% 10% 8% 10% 5% 9% 9% TRAFFIC ADJUST. 63 49 56 56 49 70 70 56 70 35 63 63 700 clients Q1 Q2 Q3 Q4 A M J J A S O N D J F M EXTREME 10% 12% 15% 10% 5% 5% 10% 10% 5% 5% 5% 8% TRAFFIC ADJUST. 70 84 105 70 35 35 70 70 35 35 35 56 700 clients © 2011 BBMD Consulting 10
- 11. Step : Establish Performance Measures (Overview Tab) May we Recommend... Efficiency Effectiveness Customer Service 1. Assisted Service (opened in CaMS) 9. Suitability 22. Service Coordination 10. # of High Risk Retention 11. # of Access Risks (Job 23. Participant response rate 4. RI Workshop Participants Development) 24. Participant Satisfaction 3. Assisted BOOKED 12. # of Placements 13. % of Stipend 25. Employer response rate 2. Assisted NO SHOW 14. # of Employers 15. Employed/Career Path 26. Employer Satisfaction 5.Exceptions 16. Training/Education 6. Exits 17. Negative Allowance 18. # of Retention Service Users 7. # of 3 month follow up 19. 3 month FU Employed/Career Path 8. # of Lost Contacts 20. 3 month FU Training/Education 21. # of Retention RETAINED © 2011 BBMD Consulting 11
- 12. Back to main 1. Because the sum of your parts 1 make up your whole MONTHLY 2. How many staff? Divvy it up! & 3. Consider holiday schedules, 2 strengths, etc. WEEKLY SARAH’S TARGETS Annual Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Target EFFICIENCY RI Workshop Participants 408 34 34 34 34 34 34 34 34 34 34 34 34 3 Assisted BOOKED 252 21 21 21 21 21 21 21 21 21 21 21 21 Assisted NO SHOW 76 6 6 6 6 6 6 6 6 6 6 6 6 Assisted Service (opened in 204 17 17 17 17 17 17 17 17 17 17 17 17 CaMS) 4 Exceptions Exits Suitability 10% 25% 59 2 59 2 59 2 17 59 2 17 59 2 17 59 2 17 59 2 17 59 2 17 59 2 17 59 2 17 69 2 17 59 2 Employed 69% 12 12 12 12 12 12 12 12 12 Retention clients © 2011 BBMD Consulting 12
- 13. • Unmanaged/excessive caseloads / workloads = ineffective service Challenges: • Predictable – ENABLE STAFF PLANNING • “More with less” • Increasing program • Manageable caseloads/workloads: complexity Improved quality of service • Highly competitive (timeliness, continuity, relationships, environment • Constant program „evolution‟ and quality of service), • Qualified staff Improved staff retention • “toolkits” Improved outcomes Even determining ideal caseloads and existing caseloads can be challenging! What is the „recommended‟ average caseload? BBMD Consulting 2011 13
- 14. 1 2 • Setting targets is only effective if you measure your progress against them 3 4 • WEEKLY! Going as planned? • ADJUST TARGETS BASED ON ACTUALS 3. Measure • Assess capacity going forward based on What get actual measured gets done! © 2011 BBMD Consulting 14 Back to main
- 15. Back to main Annual 1 2 3 4 Apr 1 2 3 4 May 1 EFFICIENCY RI Workshop Target Participants 8 8 8 8 34 8 8 8 8 34 Actual: 5 5 9 9 28 0 Assisted Service (opened in CaMS) 4 4 4 5 17 4 4 4 5 17 2 Actual: Exceptions 10% 5 0 5 0 5 0 3 0 18 1 0 0 0 0 0 0 Actual: 0 0 Exits 4 4 4 5 18 4 0 0 0 0 Actual: 1 1 2 1 5 0 3 EFFECTIVENESS Suitability Actual: 30 14 30 14 30 14 30 17.5 59 12010 15 10 15 10 15 15 59 0 # of High Risk Retention 0 0 0 0 0 0 0 0 0 0 Actual: 0 0 # of Access Risks (Job Development) 0 0 0 0 0 0 0 0 0 0 4 Actual: # of 0 0 Placements 0 0 0 0 0 0 0 0 0 0 Actual: 0 0 % of Stipend 0 0 0 0 0 0 0 0 0 0 Actual: 0 0 © 2011 BBMD Consulting 15
- 16. Back to main Thresholds RED YELLOW GREEN EFFICIENCY Pre-assisted RI Workshop Participants 84% 85% 100% Assisted BOOKED 84% 85% 100% Assisted NO SHOW 116% 115% 100% Assisted Assisted Service (opened in CaMS) 84% 85% 100% Exits 84% 85% 100% Exceptions 84% 85% 100% # of 3 month follow up 84% 85% 100% # of Lost Contacts 116% 115% 100% EFFECTIVENESS Service Determination Suitability 84% 85% 100% # of High Risk Retention 84% 85% 100% # of Access Risks (Job Development) 84% 85% 100% Job Development # of Placements 84% 85% 100% % of Stipend 84% 85% 100% # of Employers 84% 85% 100% At Exit Employed/Career Path 84% 85% 100% Training/Education 84% 85% 100% negative allowance 84% 85% 100% Retention # of Retention Service Users 84% 85% 100% 3 month FU Employed/Career Path 84% 85% 100% 3 month FU Training/Education 84% 85% 100% # of Retention RETAINED 116% 115% 100% CUSTOMER SERVICE Referrals Service Coordination 84% 85% 100% Participant response rate 84% 85% 100% Satisfaction Participant satisfaction 84% 85% 100% survey Employer response rate 84% 85% 100% Employer satisfaction 84% 85% 100% © 2011 BBMD Consulting 16
- 17. 1 2 • WHY WHY WHY did we get these results? • What are we • Must be within going to do our control about it? 3 4 2. Understand Cause 3. Develop Improvement Plans • Measurable Strategies 1. Understand 4. Review and Adjust 4. Improve Results • Repeat 1-3, • Areas of Greatest adjusting What gets Strength strategies as needed • Areas in Need of measured get Improvement improved © 2011 BBMD Consulting 17 Back to main
- 18. Back to main 1 Standing Agenda Items – Staff come to the table with their own data 1) Strengths? Weaknesses? 2 2) Why are we getting these results? 3) What are we 3 going to do about it? 4 4) REPEAT © 2011 BBMD Consulting 18
- 19. 1. Understand 2. Set Targets 3. Measure 4. Improve © 2011 BBMD Consulting 19
- 20. BBMD Consulting Sarah Delicate, Director sarah.delicate@bbmd.ca (905) 922-9726 1. Leave your business card to: a) Receive electronic version of deck and excel sheet b) Get on my mailing list • Receive free monthly e-newsletters • Receive information about upcoming events 2. Sign up for BBMD’s “Managing in an Outcome Based Framework” Webinar • Everything you need to set your targets PMF • Best practices, tips and traps 1. 6/10/11- 1:00 PM • $99.00 + HST per participant 2. 6/23/11 - 10:00 AM • $399 whole agency *** 3. 7/11/11 - 10:00 AM *** Some conditions apply 20 Bell Browne Molnar & Delicate Consulting © 2010