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Page 1 of 3 October 2013 Minutes
Early Learning Coalition of Brevard County, Inc.
Minutes: Board of Directors Meeting (Annual Meeting) Date/Time: Tuesday, October 15, 2013 at 9:00 a.m. Location: Rockledge Country Club, 1591 S. Fiske Blvd., Rockledge, FL 32955 Members Present: Terri Barlow, Cathy Beam, Susan Bragonje, Marci Brilley, Mark Broms, Bridget Chiuchiolo,
Lori Duester, Nancy Grzesik, Jeffery Harrison, Paul Hilburn, Natalie Jackson, Mica Layne, Beth Mills, and Althea Puzio
Excused Absent members: Mike Durante and Myrna Shimei
Unexcused Absent Members: Priscilla DeNino, Ian Golden, and Tom Peer Staff Present: Sky Beard, Ann Beecham, Jessica Beecham, Kevin Carraro, Dennise Corder-Sarnese,
Michelle Dockery, Chris Donato, Sue Falcioni, Gwen Hertlein-Haber, LaShaundra McGhee, Cathie Odom, Jennifer Shields
Guest/Public: Miriam (Dr. Mimi) B. Hull, Ph.D.
Called to order: Nancy Grzesik called the meeting to order at 9:11 a.m. Introductions were conducted and quorum was established.
Agenda Item Summary/Discussion Action/Follow-up Introduction Sky Beard introduced the facilitator of the meeting, Dr. Mimi
Hull. Dr. Mimi reviewed with the Board and the ELC Leadership team (ELC LST) of the agenda for the strategic planning part of the meeting:
• To have a shared understanding of what is strategic planning and the role of the Board
• To do a SWOT analysis and Environmental Scan • To determine the Key Result Areas (KRA) • To decide on “champions” for the plan
After reviewing the strategic planning piece of the meeting, the Board members watched a documentary that illustrates business leaders' stake in early education called “The Raising of America - Are We Crazy About Our Kids?” The video can been see at the following link: http://www.americaspromise.org/News-and-Events/News-and-Features/APB-2013/Vol-19/Crazy-Kids.aspx.
Consent Items
a. Minutes: Sept 19, 2013 b. Directors Report
Lori Duester motioned for the September meeting minutes to be approved. Marci Brilley seconded the motion. The motion passed unanimously by all Board members. Jeffery Harrison motioned for the Directors Report to be approved. Natalie Jackson seconded the motion. The motion passed unanimously by all Board members.
Committee Reports:
Executive/Finance Committee:
Nancy Grzesik reported to the Board that the Executive/Finance Committee cancelled the scheduled meeting on October 14, 2013.
No Action Required
Page 2 of 3 October 2013 Minutes
New Business Election of Officers:
A vote for Executive/Finance Committee membership was conducted via individual ballot. The results indicate that Beth Mills will be the new Secretary; Jeffery Harrison will continue as the Vice President and Mark Broms as Treasurer.
FY 12.13 Year End Financials:
Sky explained that the financial reports would be emailed out to all the members.
Cathie Odom reviewed the Earmarks/Restriction Test FY 12.13-Final and 2013 Quality Budget Graph (see attached) with the Board members. There was discussion about the allowable administrative percentage being so close 5%. Cathie explained that the change of OCA’s for fraud could be a large factor in this high percentage. There was also discussion regarding Gold Seal.
FY 12.13 Annual Report:
Sky Beard reviewed the state formatted FY 12.13 Annual Report and graphs of years’ past information (see attached). The VPK readiness rates were discussed do to some questions regarding the report.
FY 12.13 Satisfaction Survey Report:
Sky Beard reviewed the Client Satisfaction Report with the Board.
No Action Required
Strategic Planning
Dr. Mimi, the strategic planning facilitator, had the Board and ELC Leadership Team (LST) work together to discuss the provider visits by using a SWOT analysis. After some discussion regarding the provider visits, Dr. Mimi moved on to the formal strategic planning process (see PowerPoint attached). Environmental Scan: The Board and ELC LST discussed and recorded different aspects that affect the coalition currently and in the future (see attached). SWOT of ELC of Brevard: The Board and ELC LST did a SWOT analysis of the Coalition (see attached). ELC Mission statement: The Board and ELC LST members divided into four different groups to discuss the current ELC of Brevard mission statement (see attached). After some discussion, a mission statement committee was formed. The members include Ann Beecham, Gwen Hertlein-Haber, Terri Barlow, and Althea Puzio. Key Result Committees: The Board and ELC LST established Key Result Areas. These results are directional statements of intent to do or accomplish something in the future.
Page 3 of 3 October 2013 Minutes
October 2013 Board of Directors Minutes Approved: Respectfully Submitted, Approved
__________________________________ _________________________________________
Signature Date Signature Date Executive Coordinator Executive Director
“Champions” were assigned to create goals and keep the key result areas in front of the Board. See the following list:
• Diversified funding – Champion: Mike Durante • Increase awareness through community collaboration
– Champion: Mica Layne • Parent education – Champion: Beth Mills • Improve technology – Champion: Jeff Harrison • Quality initiative – Champion: Althea Puzio • Tap into Board Talent – Champion: Nancy Grzesik
Public Comment
N/A No Action Required
Adjournment The meeting was adjourned at 4:20 p.m.
Next Meeting November 19, 2013
Board of Directors Meeting Tuesday, October 15, 2013
Annual Meeting and Strategic Planning Session
AGENDA
I. Call to Order
II. Coalition Roll Call by Self Introduction
III. Consent Items a. Minutes: September 17, 2013 b. Director’s Report
IV. Committee Reports
a. Executive / Finance Committee
V. New Business a. Election of Officers b. FY 12.13 Year End Financials c. FY 12.13 Annual Report d. FY 12.13 Satisfaction Survey Report e. Processing of Child Care Provider Visits
VI. Strategic Planning
VII. Public Comment
VIII. Adjourn
Next Meeting: November 19, 2013
Director’s Report October 2013
State and Office of Early Learning (OEL) Update:
• An onsite monitoring team from Florida’s Office of Early Learning visited the ELC of Brevard the week of September 30, 2013. The monitoring team conducted a comprehensive review of areas such as governance, policies and procedures, School Readiness and VPK child eligibility, child care provider contracts, payment verifications, developmental screening and assessments, parent engagement, waiting list management and other aspects of the service delivery system. Staff interviews were conducted and a provider focus group was facilitated. The report will be shared with the board once it is obtained from OEL.
• Sky Beard attended a meeting of the Association of Early Learning Coalitions on September 19 in Tampa. On the same day, a meeting as also held with Office of Early Learning staff and ELC Executive Directors from around the state. Nancy Grzesik and Sky Beard also attended the Early Learning Advisory Council meeting on September 20.
Coalition Update:
• A new trial period has been set for the alleged child care provider fraud case. The new trial period is October 7 – 25, 2013.
• ELC kicked off its United Way campaign on September 25. The meeting was emotional and motivating as the Coalition’s Campaign Managers shared about the impact that United Way makes in our community. The Coalition has already exceeded its campaign goal for this year, even before the fun activities are wrapped up that will earn even more dollars. If any board members are interested in learning how their employers can begin their own United Way Campaign, please see Sky Beard for more information.
• The Beach 98.5 is interested in supporting children served by the Early Learning Coalition but organizing a toy drive again this year. Initial planning meetings have already occurred. The Coalition will provide more information to interested board members about how their businesses can support the toy drive as well.
• The Coalition will be partnering with Grimaldi’s Chocolates to raise match dollars for School Readiness services. More information will be distributed at the November board meeting. Participation in the match raising event is greatly appreciated.
• Barnes and Noble in Melbourne have adopted the Early Learning Coalition as the recipient of their annual holiday book drive. Initial planning meetings are underway and the book drive will kick off on November 1. It is estimated that 5,000 – 6,000 new books will be obtained for children served by ELC through the book drive. More information will be provided shortly about opportunities for support and participation.
Early Learning Coalition of Brevard County, Inc. 2012-2013 Annual Report
Mission Statement: The mission of the Early Learning Coalition of Brevard County, Inc. is to provide leadership and support for School Readiness and Voluntary Pre-kindergarten programs so that children have the opportunity to benefit from the highest quality early learning environments. Data Summary: The following information is based on data collected from July 1, 2012 - June 30, 2013. Number of unduplicated School Readiness (SR) children and families:
SR Children SR Families 5740 3709
School Readiness: Percentage of total payments (including match) by care level:
8.82%
17.35%
17.63%
19.35%
16.42%
5.98%
13.99%
0.43%
0.00%
0% 20% 40% 60% 80% 100%
Infant
Toddler
2 Year- old
Preschool 3
Preschool 4
Preschool 5
School- Age
Special Care
Special Needs Teenager
School Readiness Payments by Care Level
Infant
Toddler
2 Year- old
Preschool 3
Preschool 4
Preschool 5
School- Age
Special Care
Special Needs Teenager
School Readiness: Percentage of total payments (including match) by funding category:
0.00%
21.15%
1.02%
0.00%
0.00%
12.38%
5.59%
59.86%
0% 20% 40% 60% 80% 100%
ARRA
At-Risk
Child Care Executive Partnership
Migrant
Special Needs Non- Income
Temporary Cash Assistance
Transitional Child Care
Working Poor
Total School Readiness Payments by Funding Category
ARRA
At-Risk
Child Care Executive Partnership
Migrant
Special Needs Non- Income
Temporary Cash Assistance
Transitional Child Care
Working Poor
Number of unduplicated Voluntary Prekindergarten (VPK) Education children and families: Total percentage of VPK payments by program type:
99.36%
0.64%
VPK Payments by Program Type
VPK School Year
VPK Summer
VPK Children VPK Families 4978 4898
Total number of providers that participate in the coalition’s early learning programs: Participating School Readiness providers by provider type:
1.78% 0.00%
96.80%
1.42%0%
20%
40%
60%
80%
100%
120%
Family Child Care Home
Informal Private Child Care Facility/ School
Public School
Perc
enta
ge
Provider Type
School Readiness Providers by Provider Type
Family Child Care Home
Informal
Private Child Care Facility/ School
Public School
Participating VPK providers by provider type:
27.33%
0.14%
51.62%
0.00%
20.90%
0%
10%
20%
30%
40%
50%
60%
Faith- Based Family Child Care Home
Private Center Private School Public School
Perc
enta
ge
Provider Type
VPK Providers by Provider Type
Faith- Based
Family Child Care Home
Private Center
Private School
Public School
School Readiness Providers Voluntary Prekindergarten Education Providers
186 190
Service Delivery Summary: Throughout the 2012 – 2013 fiscal year, the Early Learning Coalition of Brevard County, Inc. continued to administer the following services in-house:
• School Readiness and VPK eligibility • School Readiness and VPK provider reimbursement • School Readiness and VPK provider eligibility and compliance monitoring • Screening and assessment • Inclusion services • Child Care Resource & Referral
The 12.13 fiscal year provided an opportunity for continued transition for provider related quality services. The Coalition established a team of in-house Quality Assurance Specialists who received comprehensive training on CLASS, ERS and other quality initiatives such as the CATCH (Coordinated Approach to Childhood Health) program. Brevard County providers and ELC staff continued the adjustment from mandatory quality assessments to voluntary supports if requested. The Early Learning Coalition has seen a drastic decline in the administration of assessments such as ERS and CLASS due to the voluntary nature of the current program. The Coalition also continued a collaborative working relationship with Brevard Public Schools. One example of this partnership is the continued funding of the Florida First Start program. Florida First Start provides home visiting services to high school students enrolled in the Teen Parent Programs. Quality Activity Summary:
Activity Narrative What opportunities are offered by the Coalition for comprehensive consumer education?
The Coalition’s Child Care Resource and Referral department continues to be viewed as the “front door” to ELC services in Brevard County. However, all ELC staff are trained on basic “front door” principals and expectations related to customer service and our local service delivery model. Additional staff members obtained their CCR&R certifications during the fiscal year. Monthly parent education topics were utilized during the fiscal year to provide information to customers and the community. Topic information was made available on the
Coalition’s website as well as in office lobbies throughout the county. Topics included:
• Managing Behavior • Budgeting • Bullying • Child Abuse Prevention • ELIS • Free/Low Cost Family Activities • Health and Nutrition • Importance of Play • Mental Health Awareness • Spectrum Disorders • Stress Management • Work/Life Balance •
VPK Round Ups also presented an opportunity to discuss the importance of selecting quality child care with parents.
Provide a list of grants or loans to providers to assist in meeting State and local standards.
No grants or loans were offered to providers in an effort to meet State or local standards.
Describe the process for monitoring compliance with licensing and regulatory requirements.
The Coalition discusses the expectations and requirements for providers contracted with the Early Learning Coalition of Brevard beginning with the first conversation from an interested child care provider. One-on-one meetings are held to discuss the various aspects of the provider agreement. In addition, the Coalition hosts multiple New Provider Orientation sessions throughout the year to review various requirements for newly contracted providers as well as for new directors or other applicable staff who may have joined an already existing contracted provider. The Coalition’s Provider Relations Coordinators are responsible for maintaining contract compliance throughout the fiscal year. They work closely with the providers to ensure insurance, licensing and other requirements are in compliance.
Provide a list of available professional development opportunities that the coalition offers, including training, education, and technical assistance
The Coalition provided a variety of training opportunities throughout the fiscal year. Professional development topics included:
• VPK Assessment and Instructional Implications • Challenging Behavior Basics • 4-year-old Standards • Ages and Stages Questionnaire • Core Competencies • Music and Movement Series • Everything But the Kitchen Sink • Healthy Habits • Excelling as a Manager or Supervisor
In addition, the Coalition hosted its annual conference, “Beyond Pick up and Drop Off: Partnering with Parents for Early Learning Success,” in February 2013. The two day conference provided an opportunity for providers and parents to come and attend workshops themed around parent engagement. The Coalition’s Executive Director also continues to provide opportunities for discussion with providers during quarterly “Child Care Chats.” The Chats are informal discussions held at provider sites throughout the county. There is no formal agenda for the meetings and is designed to be a relaxed environment where providers can learn from each other as well as engage in meaningful discussions with the Executive Director about issues important to them.
Describe initiatives by the coalition to improve salaries and other compensation for child care providers.
The Coalition was unable to fund any initiatives to improve salaries or other avenues for increasing compensation throughout the 12.13 fiscal year.
Describe activities to support a Quality Rating System.
The Early Learning Coalition of Brevard does not currently have a locally developed Quality Rating Improvement System. The Coalition continues to be interested in participating in a statewide QRIS system.
Provide information on activities in support of early language, literacy, pre-reading, and early math concepts development.
The Early Learning Coalition of Brevard continued funding for the Florida First Start which provides home visiting services to students at three local high schools participating in the Teen Parent Program. The home visitors provide meaningful information to the teen parents in the areas of early language and literacy, all aspects of child development and learning while at the same time promoting parent-child interaction. In addition to the training topics already identified, the Coalition also participated in community events that aligned with our focus on early language, literacy and reading. For example, the Coalition formed a partnership with Barnes & Noble that evolved to include a bookfair in May 2013 that allowed staff to interact with children and families in the store. Age appropriate activities related to “The Hungry Caterpillar” were facilitated by Coalition staff and children from local child care providers performed on the stage in the children’s area of the store. Funding was obtained from the United Way of Brevard to support training and materials for the implementation of “Super Why Camps” for 15 VPK Providers on Probation. The materials focus on early literacy skill building. The Coalition actively participated in Literacy Week during January 2013. A variety of child care providers participated in the reading of “Hot Rod Hamster.” The Early Learning Coalition of Brevard was acknowledged by Florida’s Office of Early Learning as having the most minutes read during Literacy Week.
What activities has the coalition implemented to promote inclusive child care?
The Coalition’s Inclusion Coordinator continues to be very involved in the community and with child care providers. Quarterly trainings were conducted related to inclusion topics. In addition, the Inclusion Coordinator continues to engage providers through the use of the PIECE program and other technical assistance strategies.
How does the coalition conform to Healthy Child Care America and other
The Coalition remains very engaged in professional development for providers in the area of child health and wellness. Staff continues to train and provide technical
health activities including those designed to promote the social and emotional development of children?
assistance related to the Nemours’s Health Habits curriculum as well as the CATCH (Coordinated Approach to Childhood Health) program funded by the Blue Foundation. Staff has been trained on both programs and educates providers about the benefits of implementing such programs at their locations.
Please describe other quality activities that increase parental choice, and improve the quality and availability of child care. (§98.51(a)(1) and (2))
The Child Care Resource and Referral (CCR&R) staff continued to provide high quality services to families contacting the Coalition in search of information about child care services. The CCR&R department provided education to parents about indicators of high quality early learning environments.
Fiscal Summary: During the 2012- 2013 fiscal year the coalition’s total School Readiness Program operating budget was $15,474,767. Below is a breakout of expenditures by category.
73.62%
4.99%
7.87% 13.52%
School Readiness Expenditures by Category
Direct Cost Slot Dollars
Administration
Non- Direct Expenditures
Quality
During the 2012- 2013 fiscal year the coalition’s total Voluntary Prekindergarten (VPK) Education Program operating budget was $11,480,386. Below is a breakout of expenditures by category.
95.92%
3.84%0.24%
VPK Expenditures by Category
Direct Cost Slot Dollars
Administration
Outreach, Awareness and Monitoring
Program Year Summary: Fiscal year 2012 – 2013 provided an opportunity for the Early Learning Coalition of Brevard to continue to engage the community, child care providers, children and families served. Satisfaction surveys indicated the following responses provided by families who received services during the fiscal year:
“The young ladies I came in contact with were very friendly and helpful. They made this experience easy for a new mom.” “I am a single mother of two young ones and could not have survived without this program. Thank you for this much needed service!” “Excellent service! Without ELC, I would have a hard time completing my college education. I was also provided with beneficial information regarding payback of student loans.” “I am so grateful. ELC is there to help me raise my grandchild!” “Everyone was very kind and helpful. Wish all the places I went were as great.” “Thank you so much with your services. I would literally not be able to do it without it. I am so thankful for the ELC. My normal fee at daycare for a total month is more than half my check for the month.”
1/14/2014
1
Number of Unduplicated School Readiness Number of Unduplicated School Readiness
Children & FamiliesChildren & Families
6701 6648 6485
5740
4139 4094 4051
SR Children SR Families
$18,070,967 $18,039,687 $17,037,035 $15,939,142
4139 4094 40513709
FY 09.10 FY 10.11 FY 11.12 FY 12.13
SCHOOL READINESS: PERCENTAGE OF TOTAL SCHOOL READINESS: PERCENTAGE OF TOTAL
PAYMENTS BY CARE LEVELPAYMENTS BY CARE LEVEL
15.00%
20.00%
25.00%
FY 09.10
FY 1011
0.00%
5.00%
10.00%
INF TOD 2YR 3YR 4YR 5Yr SCH SPCR
FY 10.11
FY 11.12
FY 12.13
School Readiness: Percentage of Total School Readiness: Percentage of Total
Payments by FundingPayments by Funding
30.00%
40.00%
50.00%
60.00%
70.00%
FY 09.10
FY 10.11
FY 1112
0.00%
10.00%
20.00%FY 11.12
FY 12.13
1/14/2014
2
Number of Unduplicated Number of Unduplicated
VPK Children & FamiliesVPK Children & Families
4577
4815
5115
4978
4736
5022
4898
VPK Children VPK Families
4577
4501
FY 09.10 FY 10.11 FY 11.12 FY 12.13
Contracted SR & VPK ProvidersContracted SR & VPK Providers
211
193
186189
196 197
190
SR Provider VPK Provider
179
186
FY 09.10 FY 10.11 FY 11.12 FY 12.13
SR Percentage of Total Payments SR Percentage of Total Payments
(including Match) by Provider Type(including Match) by Provider Type
95.29% 95.71% 97.77% 96.80%
Family Day Care Home Private School Public School
2.48% 2.03% 1.48% 1.78%1.87% 2.26% 0.75% 1.42%
FY 09.10 FY 10.11 FY 11.12 FY 12.13
1/14/2014
3
VPK Percentage of Total Payments by VPK Percentage of Total Payments by
Provider TypeProvider Type
2970%
49.78% 51.65% 52.71% 51.62%
Faith-Based Family Day Care Home
Private School Public School
29.70% 28.83% 27.96% 27.33%
0.21% 0.46% 0.33% 0.14%
20.31% 19.07% 19.01% 20.90%
FY 09.10 FY 10.11 FY 11.12 FY 12.13
Brevard County Total Population Brevard County Total Population
of Children by Ageof Children by Age
21,759 21,424 21,164 21,924
Children Less than 1 year old
Children between 1 and 4 years
old
5,010 5,052 5,273 4,910
Year 2009 Year 2010 Year 2011 Year 2012
1
The Early Learning Coalition of Brevard, Inc.
2012-2013 CUSTOMER SATISFACTION SURVEY
My daughter and I enjoyed the wonderful resource room and the “kid friendly” lobby!
I got to cook while waiting! When can I come back and play??
2
All surveys are anonymous to ensure both objectivity and confidentiality of our customers. There were 1179 surveys submitted for fiscal year 2012-2013. The number of survey results received from this year compared to previous years, increased richly.
NUMBER OF SURVEYS 2010-2011 2011-2012 2012-2013
RESPONSES 67 355 1179
67355
1179
430% 232%0
200
400
600
800
1000
1200
1400
2010-2011 2011-2012 2012-2013
Num
ber o
f Sur
veys
Year of Survey
Response Rate and Percentage of Increase
IMPORTANCE
The Early Learning Coalition of Brevard, Inc. understands that it is vital to provide quality customer service. The feedback gathered is extremely useful and gives a deeper understanding of our performance as experienced by our customers. Our aim is to continue to reach more of our customers year after year and represent the view of the entire customer community.
3
The Early Learning Coalition has five locations in Brevard County to serve customers. 50% of the 1179 customer surveys submitted came from the Melbourne office and 38% from Rockledge. Titusville, Palm Bay and Cocoa came in at 7%, 3% and 2% respectively.
Location
Rockledge 38%
Melbourne 50%
Titusville 7%
Palm Bay 3%
Cocoa2%
Location of Customer's VisitTotal Number of Surveys 1179
ANSWER NUMBER OF RESPONSES RESULTS
Rockledge 452 38%
Melbourne 588 50%
Titusville 78 7%
Palm Bay 36 3%
Cocoa 25 2%
TOTAL 1179 100%
SURVEY RESULTS
Customers are asked to provide the answer to six basic questions concerning their visit to the Coalition.
1. What location did you visit today? 2. What is the reason for your visit today? 3. Were you referred to the Coalition from another agency? 4. Have you visited any of our locations before? 5. What was the quality rate of service at your previous visit? 6. What was the source for you to find out about the Early Learning Coalition of Brevard, Inc?
4
Reason
50% of the customers who submitted a survey indicate the primary reason for their visit is to “APPLY FOR SERVICES”.
ANSWER NUMBER OF RESPONSES RESULTS
Apply for service 584 50%
Redetermination 415 35%
VPK Certificate 34 3%
Change in Child Care Provider 16 1%
Updating Information 30 3%
Screening & Assessment Services 53 4%
Other 47 4%
Left Blank 0 0%
TOTAL 1179 100%
50%
35%
3%
1%
3%
4%
4%
0%
0% 10% 20% 30% 40% 50% 60%
Apply for service
Redetermination
VPK Certificate
Change in Child Care Provider
Updating Information
Screening & Assessment Services
Other
Left Blank
PERCENTAGE
Reas
on
Customer Reason for visiting Coalition
5
Referral
Customers are asked if they were referred to the Coalition from another agency. 51% of our customers said they were not. 49% said they were referred to the Early Learning Coalition through another agency. Referring agencies include, but are not limited to, Department of Children and Families (DCF), Brevard Work Force, Brevard Healthy Families, Children’s Home Society and Early Steps.
When the 575 customers who responded “YES” were asked to identify the referring agency, 66% identified Department of Children and Family Services (DCF). Brevard Work Force referred 17% and the remaining 17% listed the agencies in the chart below.
YES49%
NO51%
Were you Referred from another Agency?
66%17%
2%
3%2%
1%
2%
1%0%
0%
1%
5%
1%
0% 10% 20% 30% 40% 50% 60% 70%
DCF
Brevard Work Force
Devereux
Brevard Cares
Early Steps
A Child's Find
Children's Home Society
Brevard Family Partnership
Space Coast Early Intervention Center
Shelter
Provider
Blank
Other
Percentage
Referring Agency
Referred from another agency
NUMBER OF RESPONSES RESULTS
Yes 575 49%
No 604 51%
Left Blank 0 0%
TOTAL 1179 100%
6
Return Customer
66% of the customers who submitted surveys indicate, “YES”, they had previously visited an Early Learning Coalition of Brevard, Inc. location.
Quality of Service
Customers should receive the same quality of service at each visit, regardless of location or reason for visiting. 95% of returning customers rated the quality of service they previously received as “SUPERIOR” or “SATISFACTORY”.
ANSWER NUMBER OF RESPONSES RESULTS
Poor 3 0%
Unsatisfactory 4 1%
Average 34 4%
Satisfactory 212 27%
Superior 526 68%
TOTAL 779 100%
YES66%
NO34%
Returning Customer
0%
1%
4%
27%
68%
0% 10% 20% 30% 40% 50% 60% 70% 80%
Poor
Unsatisfactory
Average
Satisfactory
Superior
Percentage
Rate
Customers rated QUALITY OF SERVICE for previous visit
Prior Visit NUMBER OF RESPONSES RESULTS
Yes 779 66%
No 400 34%
TOTAL 1179 100%
7
Source
Customers are asked how they heard about the Coalition. 51% of the surveys submitted indicate the customer heard about the Coalition through a “FRIEND”. 38% report they heard about the Coalition through other means, such as a referring agency or provider. The remaining 10% said they heard about the agency through the “INTERNET” or ”RADIO”.
The 2012-2013 Customer Satisfaction Survey contains 20 questions aligned under three specific categories: Eligibility Services, Screening & Assessment, and Overall. The table below represents each area and the customer’s satisfaction, dissatisfaction, or indifference. The count is determined by the total number of questions the customer can answer within their respective headings. The surveys submitted show that the Coalition received a 78% - 93% overall customer satisfaction rating in each category.
1NOTE: Percentages may not equal 100% due to rounding.
51%0%
0%9%
1%0%0%
38%0%
0% 10% 20% 30% 40% 50% 60%
FriendNewspaper
MagazineInternet
RadioMall
PhoneOther
Left Blank
Total Number
Type
of S
ourc
e
SOURCE
SOURCE
NUMBER OF
RESPONSES RESULTS1
Friend 605 51%
Newspaper 2 0%
Magazine 1 0%
Internet 109 9%
Radio 12 1%
Mall 1 0%
Phone 4 0%
Other 445 38%
Left Blank 0 0%
TOTAL 1179 99%
CUSTOMER SATISFACTION OR DISSATISFACTION
TOTAL POSITIVE
TOTAL NEGATIVE
INDIFFERENT N/A LEFT BLANK
ELIGIBILITY 92% 4% 2% 2% 0% SCREENING & ASSESSMENT 78% 2% 0% 10% 10%
OVERALL 93% 3% 1% 3% 0%
8
TOTALS
QUESTIONS
Number of Responses
Positive Responses
Negative Responses
Indifferent, N/A or blank
responses
ELIGIBILITY %1 %1 %1
My Eligibility Specialist was knowledgeable and easy to understand 1179 1132
96% 46
4% 1 0%
My Eligibility Specialist answered questions to my satisfaction 1179 1127
96% 45
4% 7 1% I understand that the Coalition does not have any decision-making authority as it relates to day-to-day operation of the child care program I select. 1179 1119
95% 48
4% 12 1% My appointment was completed in a timely manner 1179 1125
95% 35
3% 19 2%
My appointment was scheduled at a location convenient for me 1179 1105
94% 44
4% 30 3%
My phone calls have been responded to in a timely fashion 1179 1048
89% 52
4% 79 7%
When I call I am confident someone will answer my call 1179 1015
86% 65
6% 99 8%
I find the phone directory easy to use when I call the Coalition 1179 1017
86% 49
4% 113 10%
SCREENING AND ASSESSMENT My Screening and Assessment Specialist was knowledgeable and easy to understand 1179 922
78% 27
2% 2302 20%
My Screening and Assessment Specialist answered questions to my satisfaction 1179 922
78% 27
2% 2302 20%
I understand the benefit of my child receiving a developmental screening 1179 918
78% 28
2% 2332 20%
I understand why the child care provider is going to do a follow-up screening of my child 1179 911
77% 28
2% 2402 20%
OVERALL I was given information about other services available within the community 1179 1093
93% 37
3% 49 4%
The information I received about other community services was useful 1179 1054
89% 35
3% 90 8%
I was given information on how to identify quality child care programs 1179 1051
89% 37
3% 91 8%
The information I received will help me find a child care provider that meets the needs of my family 1179 1037
88% 32
3% 110 9%
I trust the Coalition with my confidential information 1179 1125
95% 35
3% 19 2%
My experience at the Coalition has been a positive one 1179 1135
96% 36
3% 8 1%
Coalition staff were professional and treated me with respect 1179 1135
96% 35
3% 9 1% I am pleased with the customer service at the Coalition 1179 1131
96% 34
3% 14 1%
1NOTE: Percentages may not equal 100% due to rounding.
2NOTE: This amount includes 117 surveys that were left blank for Screening & Assessment section only.
9
I just wish you all were in Cocoa again. Rockledge is too far away. The young ladies I came in contact with were very friendly and helpful. They made this experience easy
for a new mom. Jennifer and Beth were both very kind and made it easy and comfortable for me to ask questions. They
answered all my questions very well. Denise was a great help. The mix up at front desk caused me to wait 40 minutes to reschedule appointment. For the last 6 years, I've had the best experience with Denise Grant and the Brevard Work Force. Very helpful staff; patient; understanding; and work effectively and quickly. My experience was good overall. Thank you. I would like to say thank you for all the services you provide for people in the community. Very well done
job!! When I have called no one has returned my calls. I never get a clear answer on the wait list and how long
a wait. It is very difficult to get in touch with this agency. On my last visit I was told I was all set and left with daycare papers in hand. After I left, it was decided
that it would not be approved and after 3 days of daycare, a termination notice was sent to the daycare without any notice to me so that I could do whatever was needed to satisfy ELC. I was without daycare for 3 weeks due to this, causing work and personal hardships. Had I known, I could have been on top of it. I do appreciate that. I am here today.
Amy was wonderful!! Very nice employees, very helpful and patient! I am a single mother of two young ones and could not have survived without this program. Thank you for
this much needed service! Excellent service! Without ELC, I would have a hard time completing my college education. I was also
provided with beneficial information regarding payback of student loans. Every time I come here, Denise is very pleasant. I graduate from BCC this semester with my AA degree, Thank you to the Early Learning Coalition for all
your help! Kathleen has been my case worker for the past 2 visits. She is very helpful and understanding. I have worked with Denise for several years on daycare and other situations regarding my granddaughter.
She and her staff have gone beyond what anyone could ask to help resolve issues and also helped find the resources I needed. I couldn't have done it without her.
Prior to my appointment, I visited the Rockledge office. They never answered the phone or called back in a timely manner. They were always behind and it was very frustrating. Melbourne was awesome.
Thank you. ELCB has helped me a lot with my child care assistance. Very helpful and very caring! All should be commended for their service and dedication to children's needs. I am so grateful. ELC is there to help me raise my grandchild! I have been coming to the coalition for 6 years and have never had a complaint My specialist, Kathleen was very nice. She made me feel like family and not just a client. Even when my services were done and I forgot to recertify, they got me an appointment in 2 days. They
know people really need help with childcare and they went above my expectations.
CUSTOMER COMMENTS
Customers taking part in the survey have the option to make comments about their visit. Here is a collective list of all the comments made during the 2012-2013 fiscal year.
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What a great new location and great service. Everyone here was outstanding. You guys have been good to me. Thank you. Kathleen was very helpful and gave me information that I needed. She was considerate and kind. I am happy with my experience here. The staff was pleasant and knowledgeable. Workers are all very helpful and friendly and answered any questions I had. Thank you. I am so thankful for the help of ELC. It has let me put my son in the best daycare where he has learned so
much. Kathleen was very great. I was pleased I didn't feel like just another number. I felt like a person and
received great service. What very great services! They provide you the information you need and ask for. Thanks for being there. Since I've become a part of the ELC family, my life has been great. They provide a service I love and it
most definitely keeps my daughter smiling. This center is very friendly and pleasant. Thank you to all the girls. Karen was very friendly and well mannered; such very good customer service. Thanks. This time being here was a lot more pleasant than previous visits. Jennifer is very nice and
knowledgeable. This was one of the best appointments I have ever had. Jennifer @ front desk was a great help. Ms. Kathy & Ms. Karen have done a great deal to help me and I
am very grateful. Jessica at front desk is good at what she does! Ashley at the front desk was very kind and pleasant and helpful. The staff was the most polite and helpful people I have ever had the pleasure of working with. I am very thankful for the ELC services. I wouldn't be able to afford working while paying child care
without the help. Very pleased about how things are organized and handled. Ms. Denise needs more money for dealing with the people she deals with!! :) Everyone was very kind and helpful. Wish all the places I went were as great. This is truly a great big help as a single mom of 4! Taking care of my grandchildren would be impossible without this service. Thank you. Everybody was great and helped me a lot and screening ladies were very hands on!! Thanks so much. Previously not getting child support or true enforcement from CSE, this has helped a lot…especially now
that he is dead. Everyone is always, nice and pleasant. I love Karen. She is AWESOME! ELC is always very helpful and do a great job. Staff is knowledgeable and friendly. I am grateful for this daycare assistance program. Don't know what I'd do without this financial help! Thank you very much for helping me with day care while I go to school. 21 days away from graduating.
Couldn't have done it without you! Everyone involved was a great help. I appreciate everything they do. Sharlene was very patient and respectful. She made our appointment at ELC very convenient. Karen is GREAT! I am grateful for their help. Ms Lezenby was very polite and made my first experience with her a memorable one! They are always very helpful and do a great job! Jennifer Costa has been an excellent person to have handling my needs with the ELC program. I love Ms. Denise. You should give her a bonus and a raise! Kathleen Strooband was extremely helpful and nice. She was very understanding of my family's needs
and respectful. The ELC has been helpful for me and my family. They are really great. I received very helpful and useful information. Great staff as well.
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The staff in Melbourne was very professional and friendly. I like the new office and the staff is great. I am very grateful for Kathleen's assistance. She helped me tremendously. What a great experience; and a very professional service. Everyone was helpful and wonderful with me and my daughter. Karen Lezenby was wonderful and helped me through a difficult time. There were very helpful and caring people. My experience was very pleasant. Sharlene was great. She answered my questions and I didn't feel rushed. The front desk receptionist was
very friendly and helpful. Thank you so much with your services. I would literally not be able to do it without it. I am so thankful for
the ELC. My normal fee at daycare for a total month is more than half my check for the month. My service was great and quick. Ms Karen is always helpful and great to me and my family when we see or speak with her. My first visit here the woman helping me was very rude. After that two people were helpful. This visit,
the staff was very helpful and nice. It would be good to be allowed an appointment on Fridays. I had a great experience. Grace was excellent in her services and extremely helpful and patient. Barbara was extremely helpful and very kind and compassionate. Thank you for all of your wonderful help and services Thank you. All the ladies in the Melbourne office were great! They are helpful and always have a smile on their face. Everyone here is always so helpful and friendly. Kathleen is awesome. She always returns my calls back in a timely manner. I am very happy working with
her. The entire Melbourne staff was professional and thorough in helping me complete the application
process. Their assistance enabled me to receive the much needed benefits for the care of my children. Amy is awesome! Kathleen is such a sweetheart. She is always so helpful. Always great services!! Kathleen is amazing. She always helps me make the right child care choices and gives me all the
additional information I need. Thank you!! My worker does a fantastic job!! Keep up the good work!! Doing a fantastic job and keep excelling Ms Grant will help out in anyway that she can. Everyone is very helpful. Jennifer Costa is very knowledgeable and sweet. Thank you. I find the benefits and service both extremely helpful and very much needed. I love the Coalition. You guys are very professional and polite. Casey is new but definitely knowledgeable. She is sweet and understanding. Everyone was very kind and knowledgeable about anything that I needed. They all treated me with
respect. Michelle was wonderful to talk with and helped me with my questions. She made me comfortable. I am very grateful! Pleased to be rewarded childcare. Very thankful! Sharlene Rodriguez was wonderful! Just a huge thank you to everyone. Every single call I made or voicemail I left, I always had a quick
response. Doing a great job at receptionist desk! Melbourne office and specialist was very helpful and knowledgeable. The Palm Bay office Specialist was
not helpful. She acted like she had better things to do with her time and she was not very knowledgeable. They have been great. I am thankful for the help and it helps me to keep my job!
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I am very pleased with the services I was provided. Keep up the excellent work!! You have a very friendly staff. I am very pleased with my overall experience. Casey is always wonderful. Everyone was very polite and very nice. What an awesome staff at this location, they were very helpful and kind. My experience was all around pleasant and informative. This is a great service for all kids. Everybody here was real helpful. ELC has an amazing, kind and patient crew. They took their time to explain things. They minimized my
questions. ELC is a huge help to a 20 year old single mother of two ages 2 years and 8 months. Without it, I wouldn't
have been able to afford daycare where the kids learn and grow to the best ability. Kathleen was very nice and professional and knowledgeable. Everything was wonderful. Thank you. The staff was wonderful and the appointment went quickly and smoothly. I was very pleased. Shamprell needs to work on people/customer service skills. Every time I have to deal with her or my place
of employment, she is very demanding and doesn't give much room for explaining situations. I was very disappointed when I got switched from Jennifer Costa. My daycare has advised me not to call her supervisor until after I got my recertify or they have seen parents lose their services.
I am thankful for this program. Keep up the great work. Service is excellent!! Ms. Denise was very helpful and helped me with information on what I needed to know. You guys ROCK!! Thanks a lot! Thank you! My specialist completed my paperwork in a great timely manner. She was easy to talk to. My specialist was extremely helpful and knowledgeable. She has a great personality and she puts you at
ease. Shamprell is excellent! Ms. Strooband was very helpful and nice. You at ELC are lucky to have such a helpful professional person
on staff. All the people at the Melbourne office are wonderful and as a parent, I wouldn't be able to do it without them.
The website is so easy to print packets and makes process faster. Thank you. Casey was very nice to me and my kids. She was very helpful too. Casey is very knowledgeable, respectful and understanding. She was great with my son when he was
upset and crying. Overall a great experience. Thank you so much!! Casey was very helpful in helping me understand the program and a joy to speak and work with. She was sweet and a good person. This was the best service and quality of human being. They must have and deserve the best support. Kathleen was very helpful and went over and beyond for me and my child. Casey is always nice and professional to me. She is very kind and patient. I really appreciate all your
service. Casey has always been warm and pleasant. She is a joy to work with! More should model her work ethic! It is always a pleasure to come to this office. They always have a smile on their face and are so pleasant. Kathleen does a great job at every one of my appointments. She is awesome! I am very thankful for the services that are provided. Information from last visit not kept, made
appointment uncomfortable. I’m not ok with giving child's social security number, if information has disappeared. This was NOT a friendly experience.
Specialist was very respectful and helpful. Also she is humorous. She went beyond what I expected to help find other community services as well as other info needed for another child.
This appointment was very easy and quick; helpful and nice. Helpful, positive and informative
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Staff was very professional and courteous. They were helpful in all areas. Ms Grant is always nice and always smiling! Specialist was very respectful and understanding. Every one here was wonderful. Very happy people and loved my children!! Informative and pleasant Staff was kind and knowledgeable, she explained everything in detail. Great experience! Great people! The specialists were great! Rachel Smith and Jessica Henson were extremely helpful and provided the highest quality service to us
today. Great experience so far. I am grateful for the funds provided to my family for this will further my ability to become more self
sufficient. Casey was very nice and awesome. I was helped with all I needed and was very helpful helping me get the paperwork together that I still
needed. Staff went above and beyond great service. Gold Star Service!! Kathleen went above and beyond to help me. An excellent lady!! I am very grateful for the services that are available through the Early Learning Coalition. Kathleen has been an excellent help in doing my recertification. She is pleasant and knowledgeable! Kathleen has been very helpful. Casey did a great job!! Everyone was so helpful and pleasant. They gave me much useful information and treated my daughter
wonderfully. Denise was helpful with a smile! The ladies were informative and very pleasant. Ms Grant is awesome at her job, informative, kind and helpful! Casey was very helpful and understanding to my needs for the children. Amy was helpful, patient; she made every attempt to contact me even with my phone disconnected. She
helped me keep my apartment and referral!! The ladies were very helpful. They explained they didn't have funding when my referral ended so they
signed me up for the waiting list. This was my first visit to this location and I would come back before going anywhere else. Ladies were very respectful of my time as well.
Everyone was extremely helpful and made for a positive experience Awesome and friendly staff!! I always receive great service!! Everyone was patient and friendly with me and my 3 year old son. I was very happy and pleased with my
experience. The wait list was too long. We nearly went bankrupt waiting for service! Then it took 3 weeks to qualify
for care. Total time = 7 months! Shamprell has been so kind and helpful in our family’s time of need. I am forever grateful for ELC, for
without them, I wouldn't be able to attend college to better my children's future. Casey is amazing!! Casey is knowledgeable and answered all my questions. I left over six voice messages for Sally and Gigi and they were never returned. Worker was very down to earth and extremely friendly. I definitely enjoyed my visit. She was very friendly and very nice. What a great personality. Staff went out of their way to make sure none of my paperwork was missing and I appreciate that! There was more info given at end of appointment. Concerning my calls, no one would pick up the main phone line, not even a machine. Casey was very helpful and knowledgeable and everybody was very patient with my kids. The receptionist was pleasant, smiling and very helpful. An awesome lady I have ever had the pleasure of meeting with.
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The 2012-2013 results tell us that customers are mostly satisfied with our service. Compared with 2010-2011, we can report a significant increase in the number of customers who provided feedback, with the Melbourne location generating the greatest response. Comments show much enthusiasm towards the improvements made in the Rockledge lobby and customer meeting rooms. Returning customers indicate that an excellent quality of service is consistently offered.
96%Satisfied
4% Not Satisfied
Customer is pleased with the Customer Service at the Coalition
Client is please with the customer service
at the Coalition
NUMBER OF
RESPONSES RESULTS
STRONGLY AGREE 1024 87%
AGREE 107 9%
INDIFFERENT 9 1%
DISAGREE 1 0%
STRONGLY DISAGREE 33 3%
NA 5 0%
TOTAL 1179 100%
HOW WELL DO WE PERFORM?
Customers taking part in the survey are asked to score and make comments, on a range of specific areas that we know are important to customers. Approaching the survey in this way helps us to know how our customers feel about us and why they feel this way.
15
The following opportunities for improvement were identified based upon feedback provided through customer satisfaction surveys:
FIRST IMPROVEMENT: Respondents lack confidence in the Coalition phone system.
1Note: Percentages may not equal 100% due to rounding.
YES87%
14% did not report
positively
Customer finds the phone directory easy to use
67%
19%
5%2% 3% 4%
Client is confident phone call will be answered
STRONGLY AGREEAGREEINDIFFERENTDISAGREESTRONGLY DISAGREENA
Column1 NUMBER OF RESPONSES RESULTS1
STRONGLY AGREE 785 67%
AGREE 232 20%
INDIFFERENT 44 4%
DISAGREE 11 1%
STRONGLY DISAGREE 38 3%
NA 69 6%
TOTAL 1179 101%
Client is confident phone call will be
answered
NUMBER OF
RESPONSES RESULTS1
STRONGLY AGREE 789 67%
AGREE 226 19%
INDIFFERENT 56 5%
DISAGREE 23 2%
STRONGLY DISAGREE 42 4%
NA 43 4%
TOTAL 1179 101%
16
SECOND IMPROVEMENT: Respondents appear to be indifferent to resources offered by the Coalition or lack understanding of how those resources can assist them.
89% positive
responses
11% or 125customers
did not report
positively
Customer received useful information about other
community services
88% agree
3% of 32 customers disagree
9% or 110 customers
are indifferent or report resources
are n/a
Customer received information that will help them find a child care provider who
meets their family needs
Customer
received useful information about other community
services
NUMBER OF
RESPONSES RESULTS
STRONGLY AGREE 895 76%
AGREE 159 13%
INDIFFERENT 18 2%
DISAGREE 5 0% STRONGLY DISAGREE 30 3%
NA 72 6%
TOTAL 1179 100%
Client received information that
helped them find a child care provider
NUMBER OF
RESPONSES RESULTS
STRONGLY AGREE 888 75%
AGREE 149 13%
INDIFFERENT 15 1%
DISAGREE 1 0%
STRONGLY DISAGREE 31 3%
NA 95 8%
TOTAL 1179 100%
17
Common priorities for recommended improvements are:
• RELIABILITY OF DELIVERY: Upgrade or improve phone system. Establish a uniform protocol for answering phone calls and responding to voice messages.
• STAFF DEVELOPMENT AND IMPROVEMENT: Establish uniform protocol for providing informational assistance about coalition services and community resources.
• QUALITY RATING: Strive to achieve an 85% or higher satisfaction rate for each indicator.
Three years ago, the Early Learning Coalition of Brevard, Inc., embarked on our project to improve customer satisfaction. Customer feedback really matters and brings much value to everyone here at our coalition. The common priorities listed above represent opportunities for continual quality improvement and enhanced customer service.
Report prepared by:
Jodi Ammons Quality Assurance Coordinator
August 13, 2013
WHAT DO WE DO NEXT?
Customer scores and comments play a key part in formulating our quality initiatives. Whilst our results are very good, and our customers are satisfied, there are some areas where we still need to make changes. Making changes are not always quick or easy. However, in order to achieve customer service excellence, our commitment continues.
HULL
ASSOCIATES SPECIALIZING IN HUMAN RESOURCE TRAINING AND DEVELOPMENT SINCE 1979
&
Telephone: (407) 628-0669 E-mail: [email protected] Web site: www.hullonline.com Twitter : @DrMimi Linked in: Dr. Mimi Hull Facebook: /HullAndAssociates 225 South Swoope Avenue Suite 210 Maitland, Florida 32751
Miriam (Dr. Mimi) B. Hull, Ph.D.
Dr. Mimi Hull is a fully Licensed Psychologist who is a recognized expert in the areas of Team Building, Communication, Leadership, Board Development, DiSC® , 360° and Organizational Surveys, Change Management, Strategic Planning, Time and Stress Management, and Personality Insights. Dr. Mimi Hull is very active in the Central Florida community, serving on a variety of Boards and winning awards for her service. She currently serves on the Board of Trustees for the Orlando Regional Chamber and is past president of the Junior League of Greater Orlando. Dr. Mimi has been heard on 580 WDBO and 540 WFLA AM radio, Orlando, Florida speaking on workplace topics. She is also the "Dr. Mimi" who writes the "Human Resource and Corporate Couch" articles. Dr. Hull earned her Doctorate in Counseling Psychology with a doctoral minor in Management and her Masters in Counseling and Personnel Services from the University of Florida at Gainesville. Her B.A. in psychology was earned from Syracuse University and she holds many assessment certifications and licenses including MBTI (Myers Briggs) and DiSC® as well as the Optimal Feedback survey system. Hull & Associates provides customized facilitation, coaching and training to improve organizational and personal performance. Clients include Global Business Travel Association, Hyatt Hotels, Siemens, Ocala Electric Utilities, Walt Disney World, Publix Supermarkets, Sprint, Darden Restaurants, Nonprofit/Arts Organizations, Junior Leagues, Florida Hospital, Tommy Hilfiger, State and Local Governments and many Associations. Hull & Associates is a Certified Minority Business Enterprise and is a leading DiSC® distributor and certifier.
©HULL & ASSOCIATES WWW.HULLONLINE.COM 1
Early Learning Coalition of Brevard County, Inc.
Planning MeetingFacilitated by
Dr. Mimi Hull
1
uHULL & Associates
407.628.0669HullOnLine.com
Twitter: @DrMimi LinkedIn: Dr. Mimi Hull
Facebook: /HullAndAssociatesE-mail: [email protected]
Goals
• To get to know each other even better
• To have a shared understanding of what is strategic planning and the role of the Board
• To do a SWOT analysis and Environmental Scan
2
• To do a SWOT analysis and Environmental Scan
• To determine the Key Result Areas (KRA)
• To decide on “champions” for the plan.
• �� �A�� ��������
©HULL & ASSOCIATES
IntroductionsChoose a partner, not at your
table.
Please share
• Your name
3
• Your name,
• What attracted you to the ELC Brevard Board?
• How you “fit” on the Board.
Be prepared to introduce your partner.
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Role of the Board
• Further the mission and vision.
• Ensure effective strategic planning and policy making
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planning and policy making.
• Monitor the Executive Director, programs and services. (the What not the How)
©HULL & ASSOCIATES
Role of the Board• Make decisions based on
what is best for ELCBrevard.
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• Enhance the public and internal image.
• Ensure resources.
• Train and monitor itself.
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Stages of a Board
Exceptional – Makes a difference!Exceptional – Makes a difference!
Responsible – Good talk, some walk.Responsible – Good talk, some walk.
6
pp
Functional – Talk rather than walk.Functional – Talk rather than walk.
Dysfunctional – Why am I here?Dysfunctional – Why am I here?
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What is Strategic Planning?• The process of determining what ELC
Brevard intends to be in the future and how it will get there.
7
• It is an ongoing process and helps ELCBrevard find the best fit for its mission, its capabilities and its environment.
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Environmental Scan Stakeholders
Who are ELC Brevard’s stakeholders?
8 ©HULL & ASSOCIATES
Environmental Scan Deliverables
• What are your deliverables?
9 ©HULL & ASSOCIATES
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Strategic Planning is finding a fit:
• Mission and Vision of your organization.
• Opportunities and threats your organization faces.
St th d k f i ti
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• Strengths and weaknesses of your organization.
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Environmental Scan
Consider the environments both existing and projected. (3 years)
• Legal and Political
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Legal and Political
• Social
• Economic
• Technological
• Competitive
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Environmental Scan
Given the existing and projected environment, what are ELC Brevard's:
– Strengths
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– Weaknesses
– Opportunities
– Threats/Challenges
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Strengths
• What do we do exceptionally well?
• What advantages do we have?
Wh t l bl t d d
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• What valuable assets and resources do we have?
• What do stakeholders identify as our strengths?
©HULL & ASSOCIATES
Weaknesses
• What could we do better?
• What are we criticized for or receive complaints about?
14
complaints about?
• Where are we vulnerable?
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Opportunities
• What opportunities do we know about, but have not addressed?
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• Are there emerging trends on which we can capitalize?
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Threats/Challenges
• Are weaknesses likely to make us critically vulnerable?
• What external roadblocks exist that block our progress?
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our progress?
• Is there significant change coming in our sector?
• Are economic conditions affecting our financial viability?
©HULL & ASSOCIATES
Definitions Mission – your reason for beingVision – what you want to beValues - belief statements that will not be violated in
any action by the organization.Key Result Area – a broad directional statement that
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Key Result Area a broad directional statement that has a person held accountable for its being done.
Goal – a desirable output which is specific measurable, achievable, rewarding and timed (SMART)
Strategy – an action or input which contributes to the accomplishment of an goal
Champion – the person/committee that makes sure the goal is being addressed ©HULL & ASSOCIATES
Ideal Mission Statement
• Has permanence
• Is unique
• Is visual or graphic
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• Is visual or graphic
• Is brief
• Memorable
• Motivates and inspires all stakeholders
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ELC Brevard MISSION
To provide leadership and support for
School Readiness and Voluntary Pre-
kindergarten programs so that children
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kindergarten programs so that children
have the opportunity to benefit from the
highest quality early learning environments.
©HULL & ASSOCIATES
The ELC Brevard Mission
• Who are we?
• What do we do?
F h t ?
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• For what reason?
• How do we do it?
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Vision Defined
The vision tells what an organization:– wants to become in the long run.
– what it really wants to do.
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A vision is incomplete so people can fill in the holes as they journey together.
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A Shared Set of Values
• Given what we know about the conditions we have today….
Thi l i th b t it i i t b
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• This value is the best it is going to be…..
• Values provide boundaries.
Values
What are your organizational values?
Accountability
Excellence in Service
23
Excellence in Service
Integrity
Stewardship
Key Result Areas Key Result Area - broad directional statements of
intent to do or accomplish something in the future– Indicates a general, global direction
– Timeless
– Voices what will be done
24
– Voices what will be done
Example: to have each center have a Parent Education Program
What are the Key Result Areas for ELC Brevard?
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Champions
What part of the plan do you own and champion?
25
What part of the plan do you support?
Goal WritingGoal – an output which is
Specific
Measurable,
Achievable,
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Rewarding and
Timed.
Example: to convene all stakeholders by March, 2014 to discuss and ideally agree on whether to have a shared parent education curriculum .
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Strategies
• What will be your first step?
27
• What will we take as evidence of success?
U:\Board Meeting Materials\ELC Board of Directors\FY 13.14\FY 13.14 Mtg Materials\10.15.2013\Evaluation3.doc
HULL
ASSOCIATES SPECIALIZING IN HUMAN RESOURCE TRAINING AND DEVELOPMENT SINCE 1979
&
225 South Swoope Avenue Suite 210 Maitland, Florida 32751 Telephone: (407) 628-0669 Facsimile: (407) 539-2133 E-mail: [email protected] Web site: www.Hullonline.com
Evaluation and Follow up
How did you like the training?
What parts of this training were most valuable to you?
How will you use the information?
What areas of the training could be improved?
About the trainer. Easy to understand? Enthusiastic? Knowledgeable? In tune with the group? Comments: Follow up: Because Hull & Associates works mainly from referrals, we would appreciate any you have. Call us or give us the information below and we will call you. Thanks, Name ______________________________________________________ Phone: _____________________ Email: __________________________ About: ___Motivation & Retention ___Team Building ___Strategic Planning ___Leadership Development ___Time/stress Management ___Diversity ____Conflict management ____ Customer Service ____ DISC, Myers Briggs or other Personality Profiles ___Surveys, Assessments, 360°'s ____ Generation Gap ___Other ____Place my name on your email list to receive an occasional free resource or newsletter (Please print clearly or give us your card) Name :_____________________________ Phone: ______________________ E-mail: _________________________________________________________ ____ Feel free to use my organization, name, initials, and/or first name only with comments that I made on your website or blog. Circle all that apply. ____ Use my name ____________________ as a reference.
