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Pathways to Excellence:The Community Action Journey to
Organizational Excellence
November 13, 2019
Courtney Kohler, MPA, NCRT, CCAPSenior Associate, T/TA - NCAP
Jim BoydPathways Consultant for NCAP
Welcome!Agenda for Today:
• Compliance vs. Excellence
• The Baldrige Model
• The Standards of Excellence
• What’s new with Pathways to Excellence?
• Current Opportunities in Pathways to Excellence
• Resources / Q&A
Taking it Beyond Compliance
• Self Assessment
• State Assessment
• Ongoing
Organizational Standards
• Pathways to Excellence
• Peer Reviewers
• Feedback Report
Standards of Excellence • Self Study
• Site Visit
• Feedback Report
• National Recognition
Award for Excellence
Excellence: Maximum Level of Performance
VS.
Compliance: Minimum Level of Performance
Excellence vs. Compliance
Continuum of Excellence
0% 100%
Not Addressed
25%
Early StagesManyGaps
50%
Basics Met
Some Gaps
Fully ResponsiveNo GapsWorld Class
Well Developed
Few Gaps
75%
No Results Some GoodGood Results
Trends Exemplary Results
Good To Excellence
Results
Approach/Deployment
Culture of Excellence
• Every Organization Can Improve
• You Can’t Improve What You Don’t Measure
• Continuous Improvement is both a Commitment and a Process for improving everything you do to Achieve Excellence
• The Focus is always on the Customer and Achieving Excellence through Improvement
Continuous Improvement
Deming’s Wheel of Improvement
The essence of continuous improvement is employees involvement. Excellence is best achieved when engaged employees apply their creative energies to improve their own processes, products or services.
But We Already Do A Good Job….
Organizational Transformation
How good are you?
Compared to what?
Can you improve?
Where do you start?
Change vs. Transition
These are not the same thing!
Change = a shift in the physical or external situation
Transition = the psychological reorientation in response to change
What You May Find!
Random Processes/Acts of Improvement
Agency Mission/Goals
Building Capacity to Succeed
• Its about systematically developing and aligning internal systems (people, processes, and infrastructure)
• External customers (clients, funders, partners, and stakeholders)
• For a focus on the agency mission and to achieve greater impact
What You are Seeking!
Aligned Processes/Acts of Improvement
Agency Mission/Goals
Organizational Transformation
UNCONSCIOUS INCOMPETENCE
CONSCIOUS INCOMPETENCE
CONSCIOUS COMPETENCE
UNCONSCIOUS COMPETENCE
New System
Refinement & Improvement
Alignment
Awareness
Old System.
Excellence in Community Action
The Standards for Excellence are based on the Malcolm Baldrige Criteria for
Performance Excellence
The Baldrige Criteria are tailored to the language and operations of the CAA Network and revised every two years
Malcolm Baldrige Criteria for Performance
Excellence
Pathways to Excellence in Community Action uses the Malcolm Baldrige Criteria for Performance
Excellence tailored to the language and operations of the CAA system.
Baldrige Around the World
Award Program in Place
No Program
Why the Baldrige Model?
The Baldrige Criteria:
• Framework for improvement without being prescriptive
• Inclusive of all factors that define an organization
• Focus on common practices of the best organizations
• Adaptable for use by many types of organizations
• Continuously updated management practices
1. Visionary leadership
2. Focus on the future
3. Customer-driven excellence
4. Organizational and personal learning
5. Management by fact (not intuition)
6. Valuing employees and partners
7. Agility/flexibility
8. Managing for innovation
9. Public responsibility and citizenship
10. Focus on results and creating value
11. Systems perspective
Based on Eleven Core Values
What Are the Community Action Standards of Excellence?
• The Community Action Standards of Excellence represent 35 of the very best practices of the very best agencies.
• They represent real-world administrative and operational benchmarks that every agency can strive for.
The Standards of Excellence- Seven Categories -
1. Organizational Leadership
2. Strategic Planning and Direction
3. Customer, Constituent, and Partner Focus
4. Measurement, Analysis, and Performance Management
5. Human Resource Focus
6. Organizational Process Management
7. Organizational Results
Some Things to Remember
• Award and Pathways are voluntary efforts!
• Compliance is required -- Excellence is always a choice.
• It’s an opportunity for recognition and for learning and improvement
What’s New with Pathways to Excellence?
• Virtual eCourse on Standards of Excellence integrated into Pathways training to cut down on travel and in-person travel time.
• Moving toward “tiered approach” for multiple levels of entry to Excellence, and potentially the Award.
• Exploring opportunities to strengthen the link between CCAP and Pathways to Excellence
New! Virtual eCourse on Community Action Academy
Proposed Tiered Approach• Level 1:
– Board Resolution, Agency Profile, Standards of Excellence eCourse
• Level 2:– Level 1 + Mini-Assessment, Pathways Implementer
Program• Level 3:
– Level 1 + Full Agency-Wide Self-Study Process• Level 4:
– Level 1 + Award Application (includes full agency-wide self-study process with scoring and on-site peer review)
All of the above include a form of recognition at the Partnership’s Annual Convention
DRAFT
Current Opportunities to Participate in Pathways
• Pathways for Agencies– The agency as a whole participates in a nine month self-study
process
• Award for Excellence– Agencies can apply for the Award which requires meeting a
higher level of the Standards of Excellence
• Pathways to Excellence Implementer Program– Individuals select one or two categories of the Standards and
conduct a focused self-study process
• Pathways Peer Reviewer Program– Individuals are trained on the Standards and how to conduct a
Peer Review of Agency and Implementer self-studies
The Pathways Process for Agencies
• Agencies send teams of 3-5 staff for a one-day in-person training (+ pre-work eCourse)
• Agencies have 7-9 months to complete the Self-Study, with Partnership Technical Assistance provided monthly by Web Meeting
• A panel of Peer Reviewersprovides a comprehensiveFeedback Report within 3months
The Feedback Process and Report
• A team of trained Peer Reviewers assesses the Self-Study in great depth.
• They participate in a consensus call to discuss and benchmark theSelf-Study responses against theStandards.
• The reviewers submit written strengths and opportunities for improvement, which are compiled into the written Feedback report.
What are the Benefits?
• Pathways provides a comprehensive assessment of your agency’s strengths and opportunities for improvement
• The process is a great “next step” for agencies that want to go beyond compliance and helps with meeting the Organizational Standards
• The Self-Study and Feedback Report is a good way to start or follow up on a strategic planning process
• Pathways offers great staff development opportunities
What is the Cost?
• Agencies pay a fee on a sliding scale from $750-$1,800 based on their budget and cover costs for travel and lodging
• Fees cover the training, eCourse, materials, TA webinars, and comprehensive Feedback Report
Award for Excellence
• The Award for Excellence is given to agencies that achieve the highest levels of management and operational performance as judged against the Standards of Excellence
• Any agency can apply, but all Award winners have gone through Pathways
• Award winners receive national recognition and represent the “leading edge” of high performance in our Network
Award for Excellence
• Award applicants submit a Self-Study that is assessed by a panel of senior Peer Reviewers
• If the applicant scores at Award level against the Standards of Excellence, the Peer Reviewers conduct an intensive three day site visit
• Award winners receive a comprehensive feedback report and are presented the Award at the Partnership’s Annual Conference
• Application cost is $10,000 and agencies pay travel and lodging costs for the site visit team
Pathways to Excellence Implementer Program
• The PEI program offers individuals the opportunity to conduct a shorter Self-Study focused on one or two Categories of the Standards of Excellence
• The PEI program helps:– Provide professional development opportunities by
learning about quality improvement– Build the capacity of agencies to use the Standards of
Excellence– Encourage agencies to continue with the full Pathways
process
Pathways to Excellence Implementer Program
• PEI is offered as a two day training at the Partnership’s Management and Leadership Training Conference
• Five additional T/A webinars are provided on a monthly basis to support Implementers through the process
• As part of the process, Implementers:– Choose one or two Categories and conduct shorter Self-
Studies (6-8 pages per Category)– Participate on a panel with Peer Reviewers to assess the
Self-Study against the Standards of Excellence– Complete a Feedback Report with agency strengths and
opportunities for improvement and submit it to agency leadership
Pathways Peer Reviewer Program
• The Pathways Peer Reviewer Program trains CAA staff to review and provide feedback on Self-Studies
• Peer Reviews must have five years of management experience and go through a two day training offered every year at the Partnership’s Annual Conference
• After training, Peer Reviewers are eligible to volunteer to serve on review panels
Pathways Peer Reviewer Program
• Peer Reviewers who volunteer:– Read an agency or Implementer Self-Study– Participate on a review panel to score the Self-Study
against the Standards of Excellence– Provide written feedback for a Feedback Report
• Benefits of being a Peer Reviewer include:– Opportunities for professional development by learning
about the Standards of Excellence and agency best practices
– Points for your CCAP application and the chance to apply your CCAP knowledge
– Supporting other agencies in our Network
When are the Next Trainings?
• January 7, 2020: Pathways Implementer Program in San Juan, Puerto Rico
• Late February 2020: Pathways Agency Training in Bakersfield, CA
• August 2020: TBD in Seattle, WA at the Partnership Annual Convention
State-based trainings with cohorts of agencies from a single state are available upon request
More Information: Partnership Website
Standards of Excellence Webpage
https://communityactionpartnership.com/pathways-to-excellence/
Excellence Tools/Resources
Peer-to-Peer Webinar: Strategic Planning & Performance Management (featuring UPO)
2018 Standards of Excellence
Contacts at the Partnership
Denise Harlow, MSW, CCAP, NCRTChief Executive Officer
Courtney Kohler, MPA, CCAP, NCRTSenior Associate, T/TA
Lauren Martin, MSWProgram Associate, T/TA
This presentation was created by the National Association of Community Action Agencies – Community Action Partnership, in the
performance of the U.S. Department of Health and Human Services, Administration for Children and Families, Office of Community
Services Grant Number 90ET0469. Any opinion, findings, and conclusions, or recommendations expressed in this material are those of the
author(s) and do not necessarily reflect the views of the U.S. Department of Health and Human Services, Administration for Children and
Families.
