Outcomes Report 2017-2018
Table of Contents
Vision, Mission and Values ............................................................................... 5
Diversity Statement ..................................................................................... 5
Who We Are …............................................................................................ 5
Get Involved.............................................................................................. 6
Message from the Chair .................................................................................. 8
Message from the Executive Director ................................................................. 9
Volunteers and Staff .....................................................................................10
Thank You to our wonderful volunteers and staff! ................................................ 10
Staff Service ............................................................................................. 11
Turnover Data ........................................................................................... 11
Employee Recognition ................................................................................. 12
Staff Survey.............................................................................................. 13
Highlights ................................................................................................ 13
Committee Highlights ....................................................................................15
Health & Safety Committee ........................................................................... 15
Community Profile Committee ....................................................................... 16
Staff Training and Development Committee........................................................ 17
Social Wellness Committee............................................................................ 19
Performance Quality Improvement (PQI) Committee ............................................. 19
Client and Stakeholder Satisfaction.................................................................. 20
Programs and Services...................................................................................21
Counselling Services.................................................................................... 21
Family Counselling ................................................................................... 21
Suicide Prevention, Education and Counselling program (SPEAC) ............................ 21
Sexual Abuse Counselling Centre (SAC)........................................................... 22
Special Services For Children And Families ......................................................... 22
Family Integration Services ........................................................................... 23
Family Support Outreach (FSO) .................................................................... 23
Support For Parents Of Young Children (SPYC) .................................................. 24
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Family Strengthening and Development (FSD)................................................... 25
Quick Response Program (QRP ..................................................................... 25
Supervised Access Program (SAP).................................................................. 26
Nobody’s Perfect Parenting (NPP)................................................................. 26
Employment Services................................................................................... 26
Whalley Employment Services Centre (WESC) ................................................... 26
Early Years Services .................................................................................... 27
Healthiest Babies Possible (HBP) .................................................................. 27
First Steps............................................................................................. 28
Child Care Resource and Referral Program (CCRR) ............................................. 29
Growing Together Daycare (GTD) ................................................................. 30
Young Families Subsidized Housing................................................................ 31
Family Resource Programs (FRP) .................................................................. 31
Fraser Health Crisis Line............................................................................... 32
Immigrant Services ..................................................................................... 33
Immigrant Settlement program (ISP).............................................................. 33
Moving Ahead Program (MAP) ...................................................................... 34
Newcomer Employment Support Program (NESP) ............................................... 35
Community Connections Program ................................................................. 36
Stopping the Violence Services ....................................................................... 36
Transition Houses .................................................................................... 36
Threshold ............................................................................................. 38
Children and Youth for Domestic Peace .......................................................... 39
Mental Health and Supported Community Living Services ........................................ 39
Clubhouses ............................................................................................ 39
Supported Community Living and Housing Programs ........................................... 40
The Supported Independent Living program (SIL) ............................................... 40
The Community Living Support Program ......................................................... 41
The Congregate Housing Program ................................................................. 41
The Surrey Bridging Program....................................................................... 41
Sandell House......................................................................................... 41
The Sutton Apartments Program................................................................... 41
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Youth Supported Independent Living (YSIL)...................................................... 42
Transitional Living Program (TLP) ................................................................. 42
Homeless and Housing Services....................................................................... 43
Shelter Services ...................................................................................... 43
Transitional Housing Program (THP) .............................................................. 43
Homeless Outreach Program (HOP) ............................................................... 43
Housing First Partnering Strategy (HPS) .......................................................... 44
Homelessness Prevention Program (HPP) and Rent Supplement Program ................... 44
Youth Services........................................................................................... 44
Surrey Youth Independent Housing Program (SYIH)............................................. 44
Services to Access Resources and Recreation (STARR) ......................................... 45
Achievements of Note: ..................................................................................46
Financial Report ..........................................................................................47
Treasurer’s Report...................................................................................... 47
Statement of Financial Position ...................................................................... 48
Statement of Operations .............................................................................. 49
Revenue.................................................................................................. 50
Expenses ................................................................................................. 50
Funders.....................................................................................................52
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Vision, Mission and Values
Our Vision
We inspire hope and belonging for all.
Our Mission
We are a diverse organization, united in the purpose of helping people to help themselves and promoting safe, healthy, vibrant communities.
Our Values
Diversity At OCS, everyone has a voice. We are inclusive, respectful and fair.
Integrity We are accountable, honest and compassionate.
Resourcefulness We are creative, flexible and innovative.
Collaboration We work collaboratively as partners and teams within the organization and broader community.
Excellence We go above and beyond ordinary and strive towards the exceptional and extraordinary.
Diversity Statement
The diversity of our community takes many forms. OCS is committed to celebrating the rich diversity of our community. We are guided by the principle that celebrating diversity enriches and empowers the lives of all people.
Who We Are …
Options Community Services Society (OCS) is a non-profit society and registered charity dedicated to strengthening individuals, families and communities. OCS has been serving the communities of Surrey, Delta, White Rock, Cloverdale and many areas of the Fraser Health
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Region since 1969. OCS also operates a sister society: Habitat Housing Society, which operates affordable housing complexes for low income families and people living with mental illness.
We provide programs in many areas, including: • Child Care Resource and Referral
• Children Who Witness Abuse • Community Housing Services • Early Childhood and Parenting Groups and Services • Family and Children’s Support Services including: Quick Response, Supervised Access, Family Strengthening and Development and Family Support Outreach • Family Counselling • Family Resource Programs • Fraser Health Crisis Line • Homeless Shelters and Homeless Outreach Services • Immigrant Settlement and Supports for Vulnerable Newcomers • Mental Health and Supported Housing/Living Services • Pregnancy Support and Nutrition Services • Services for Children and Youth with Special Needs • Sexual Abuse Counselling • Suicide Prevention Counselling • Supported Living and Supported Housing • Transition Houses for Women and their Children • Vocational Rehabilitation and Clubhouse Services (for adults living with mental illness)
• WorkBC Employment Services • Youth and School-based Services
OCS is fully accredited under the Council of Accreditation (COA)
GET INVOLVED Options Needs You …. Volunteer. You’ll be glad you did!
Every year, hundreds of people donate their time and skills to the diverse array of programs at OCS. This year, almost 500 volunteers contributed over 28,000 hours of their time. They engaged in a variety of activities, including: answering Fraser Health Crisis Line calls, supporting families, youth and newcomers to Canada, cooking, teaching, crafting, researching, assisting with reception and clerical tasks, building playgrounds, landscaping, painting, IT- related tasks, special projects and much, much more. We couldn’t do it without the support of our incredible volunteers! Volunteer with the Crisis Line Volunteers aged 18 and older come from all walks of life and reflect the cultural diversity of the community.
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Volunteers receive 50 hours of training before answering the Crisis Line. Some of the topic areas include: • Cultural Competence & Diversity • Crisis Intervention • Suicide & Homicide Risk Assessment • Family Violence • Boundary and Limit Setting Thank you to our Donors … Options Community Services celebrates and acknowledges all of our donors and friends who support and contribute to the work that we do. Our donors make a difference to everyone that we serve in so many ways and all gifts big and small, matter. The following are some examples of how donated dollars are used: • Developing new and innovative programming • Providing families and children with much needed household supplies • Building playgrounds and providing opportunities for children and youth to go to camp, become leaders and grow friendships • Providing food and much needed household items to those in need To learn more about how you can contribute, visit us at www.options.bc.ca or contact: Janice Boyle Director of Development 9815 - 140 Street Surrey, BC V3T 4M4 p: 604.584.5811 ext. 1342 e: janice.boyle@options.bc.ca
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Message from the Chair This has been an exciting year for Options Community Services. It continues to be a pleasure to Chair the Board of Directors and work with the Christine Mohr and the excellent Executive Team which supports the work of Directors. Options has extended services in social housing, homelessness and transitional housing; mental health services; youth and children services. Extension of facilities includes completion of the shelter in Cloverdale, purchase of Ted Kuhn Tower and commitment to a new service centre in the Newton area. Organizationally, Options has committed itself to a fundraising and capital campaign strategy, renewal of its constitution and by-laws and extensive governance and policy re-formulation. Surrey and the Fraser Valley continue to grow at record rates and Options is committed to meet the emerging needs in this fast-changing environment. We will continue to focus on community engagement, collaboration and partnerships to meet community priorities, and use all of the resources available through Options and Habitat Housing Society to meet community needs. The organization is in a healthy financial position and can now look forward to investing more assertively in development of priority service areas. We are very proud of our staff, both at the executive and program levels. We appreciate the skills, experience, energy and wisdom that staff bring to the job every day. We are also very appreciative of the service and development partnerships that are in place and currently building: without these partners we would be just another social service agency. Options serves over one hundred thousand people annually. We have hundreds of active donors. We are engaged with scores of community based action groups. We partner with practically every provincial social service ministry and several federal ministries and are fully engaged with the City of Surrey, school districts and Health Authorities, as well as with numerous private sector partners. I also want to thank the Society Directors for their commitment, hard work and visionary approach to our work. The Board brings a wealth of long term experience as well as energizing new ideas. It is an awesome experience to play a part in the work of Options Community Services. Tim Beachy Board Chair
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Message from the Executive Director
What stands out for me more than anything else this last year is the complexity of circumstances that people face as they come to our door, and the remarkable capacity of OCS staff to provide what is needed by working together across the broad array of services and supports we offer. I hear story upon story of individuals and families involved with multiple OCS services working in unison, leading to incredible results. But, it is not just the continuum of services that we are able to provide, it is staff and volunteers living OCS values in the way they do their work that really makes the difference. And, it is our valued community partnerships that make a difference for the people we collectively serve. For the first time in many years, our Family and Children’s Interventions Services were expanded to include three new programs to: address families needing counselling and support in their own language; support families where domestic violence is a risk; and, to provide life skills for youth transitioning out of government care. Exciting developments this year include OCS Immigrant Services opening the doors to the Newcomers Employment Services Program which has effectively dovetailed with OCS Whalley Employment Services Centre to provide services to newcomers. On the shelter and housing front, Bill Reid Place opened its doors, we have learned much through our new venture at Ted Kuhn Tower, and progress continues on our 81 st Avenue facility development. In our Early Years Service, our CCRR program has become a valued resource for the new government’s Ministry of State for Child Care as it looks at enhancing child care. We are also proud of the partnership we have grown with psychologist Vanessa LaPointe and our work together to implement a unifying philosophy and approach across our parenting support programs. In recognition of the complexity of issues our clients are dealing with, training on trauma informed practice was made available to all OCS staff. As well, we have provided Overdose response training to staff across our continuum of services. Key challenges that we continue to work on include: addressing the ongoing growth of our community; developing innovations to address housing needs for citizens, and deepening our ability to work collectively to inspire hope and belonging for all. Christine Mohr Executive Director
Thank you to our staff, volunteers, Board, donors and other supporters for your ongoing commitment to community and the work that we accomplish together!
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Outcomes Report 2017-2018
Volunteers and Staff
THANK YOU TO OUR WONDERFUL VOLUNTEERS AND STAFF!
We couldn’t do it without our amazing team of volunteers and staff!
Options had 467 volunteers in 2017. Instead of Service Awards, volunteers receive Milestone pins for giving 200, 400, 600, 800, and 1000 hours of their time. Between April 1, 2017 and March 31, 2018, 80 volunteers from the Crisis Line and Board of Directors received pins, which was an increase of 24 from 2016. This is represented in the figure below.
Between April 1, 2017 and March 31, 2018, we had an incredible group of 80 volunteers who reached one of these milestones!
The most significant change this year was the number of Crisis Line volunteers receiving a 200 hours of service pin (an increase of 61%) and 20 more volunteers in total over 2016.
National Volunteer Week Options celebrates National Volunteer Week every year. In 2017, our 467 volunteers received an Options-branded thank you card and a National Volunteer pin. Each program arranges their own volunteer appreciation activities.
This year, HR began using Raiser’s Edge to track all our volunteers (including Board of Directors and practicum students).
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Staff Service
At the end of the 2017-2018 fiscal year, Options had on record 459 employees. This was an increase of 30 or 6% higher than 2016-2017 (at 429). The most significant changes were to the number of Permanent Full Time and Casual Staff.
# of Employees in 2016
Difference in 2017
Type of Employees
# of Employees
↑ 15
Full Time
233
218
↑ 14
Casual
101
87
Perm Part Time w/Benefits *
61
61
0
↑ 1
Perm Part Time
37
36
Temporary Positions
27
27
0
*permanent part time employees over 20 hrs. per week
Turnover Data
This year Options had 101 employees leave employment, this was an increase of 13 employees from 2016 (15% increase).
50 employees were Permanent Full Time or Permanent Part Time o 36 Full Time o 14 Part Time 20 employees were Casual 13 employees were Temporary Full Time or Temporary Part Time 18 employees were Summer Students hired on a Seasonal basis
Turnover by Status - 2 Year Comparison
Seasonal
Temporary
Casual
Permenant
2016 2017
0
10
20
30
40
50
60
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Outcomes Report 2017-2018
The most significant change from last year was in the Permanent employee category. In 2017, Options lost 50 Permanent Full Time or Permanent Part Time employees, an increase of 21 employees from last year. The top permanent position losses for 2017 were Mental Health Workers (6), Quick Response Counsellor (4), Shelter Workers (3), Settlement Worker (3) and Master Level Counsellors (3).
Employee Recognition
Employees receive recognition every 5 years. 2017 saw a total of 55 individuals receive a service award. The award consists of a certificate and letter acknowledging the years of service and signed by the Executive Director and a member of the Board of Directors; a cheque is also given out, for which the amount increases every 5 years. After 25 years of service, employees also receive a specialty plaque with our agency colors/theme. Managers are encouraged to present the award publicly, and individualize the presentation of all the service awards. The figure below shows the number of service awards given out from 2013 to 2017.
Service Awards - 2013 to 2017
80
70
60
50
40
30
20
10
0
2013
2014
2015
2016
2017
5 Years
10 Years
15 Years
20 Years
25 Years
30 Years
35 Years
In 2017, 2 individuals celebrated their 35-year anniversaries (impressive). In addition to these two individuals, 2 others celebrated 15 year anniversaries and 2 celebrated 25 year anniversaries – these 6 individuals all held Leadership Team positions speaking directly to the extensive experience of our agency leaders. This year, we have also seen the number of employees reaching 5 years, almost double from the previous year.
Employees at Options are also encouraged to publicly appreciate each other’s efforts, and we host several initiatives that increase appreciation and recognition. These include:
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Regular potlucks and events celebrating the diversity of cultural backgrounds Children, Staff and Team Christmas Party Kudos at Leadership Team meetings
Staff Survey
It is important to us at OCS that we have a positive work place, where staff feel supported, valued and able to do the best work they can. Our annual staff survey gives all staff of OCS a venue for open feedback and provides us with an opportunity to assess what we are doing well and what we can do better.
Highlights
This year, we had another very successful staff survey with 53% of staff responding to the survey (230 of 436 active staff). This represents an increase of 11 staff from the previous year.
When asked if they would recommend working at Options to others, 193 respondents provided written responses. Over 94% said yes.
When asked what one practice OCS could change to enhance your life at work, the majority of responses demonstrated a desire for increased pay and/or benefits. The majority of remaining responses fell into the category of increased learning opportunities and communication, including opportunities to learn more about other OCS programs. Feedback received on supervisors was also very positive but slightly lower (5%) than the previous year. Respondents were given the statement “My supervisor supports me in understanding how to be successful in my job”. 67% of respondents reported that this happens anywhere from frequently to always. To the statement, “My supervisor recognizes and appreciates me and my work”, over 71% stated frequently to always. Again, a slight decrease from the previous year‘s 75%. Over 82% of staff responding to the survey report above average to extremely high meaning and significance in their work. A slight decrease from the previous year by 3%. 43% of respondents are reporting above average or high levels of stress at work. This is an 8% increase from the previous year.
Over 68% of respondents are reporting above average to extremely high sense of community at work.
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Over 70% of respondents reported an above average to extremely high level of job satisfaction.
When asked: “What keeps you at OCS?” , 38.3% reported pay, 45.3% healthcare benefits, 42.5% reported professional development , culture was reported by 63%, and flexibility 71.5%. Please note that participants could select more than one response to this question. When new employees were asked what attracted them to Options, almost all written responses could be traced back to our culture, our people and our reputation in the community. Responses to the question “what single policy or practice does OCS do to best improve your life at work?” continue to be reflective our culture, supporting a work life balance whenever we can, and opportunities for growth and learning. As a COA Accredited organization, we are committed to using data to identify areas of needed improvement. All of our programs actively seek out feedback from clients and stakeholders in a variety of forms, including informal dialogue, questionnaires, and surveys. We create an environment not only where feedback is sought, but is welcomed and appreciated.
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Committee Highlights
Health & Safety Committee
The Health & Safety (H&S) Committee provided orientation to new staff/practicum students/volunteers during Options Orientation Workshop. This orientation is facilitated by Options Health & Safety Chair and other committee members. H&S meetings are being held at various Options program sites in order to gain a greater and clearer understanding of the unique health and safety issues pertaining to individual programs. This promotes greater membership within the organization and participation amongst committee members.
Quality Improvements H&S reviewed Incident/Investigation reporting requirements Re-structure:
Since the last report the structure of the committee was changed to reflect representation from Employer , Union Worker (BCGEU) and Worker - Non Union . There are Three Reps and Three Alternates under each category (One Rep, One Alt for Union) for a total of 14. Attendance by Rep or Alternate is mandatory. These changes help to align the structure of the committee to meet the requirements of the BC Health and Safety Regulations.
Training: All new and returning committee members attended an 8 hour course on
Responsibilities of the Health and Safety Committee Part 1 and are confirmed for Part 2 of the training this January 30th. The course is put on by the BC Federation of Labour.
New Initiatives:
In addition to the above training, some members have taken Mental Health First Aid training and Critical Incident De-briefing training. The emphasis on Mental Health "First Aid" has increased with the addition of Mental Health "Safety Talks" which we are subscribed to and distribute monthly/regularly to H&S Committee Members as an education component for each program. An updated Health and Safety Manual has been drafted by HR. This includes updates and revisions to Monthly Drills to make them current and relevant to the Options Programs. (Includes participation in the October ShakeOut Program Province Wide and addition of an AED Drill) The Health and Safety Component of the Options Orientation Program is currently being updated as well and train the trainer method is implemented to have committee members trained to present/facilitate the health and safety component.
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Administration:
We've adopted a new Action Plan system of tracking the committee's actions and completion dates. All committee members are responsible for updating their responsibilities and advising when tasks have been completed. The outcome is such that Program Managers can be aware of any outstanding issues and items for discussion or action do not get "lost" or unattended to. Housekeeping: The AED batteries and first aid supply lists have been updated and the First Aid Supplies inventory and distribution was centralized for efficiency and cost savings. The committee receives and discusses regularly updates to OJH&S Committee Hand Books i.e. addition of young worker education component, BC H&S Regulations - i.e. WHIMS updates, First Aid training and requirements - addition of medical assessment for Level 2 Attendants, CCSEA Community Social Services Health & Safety Handbook and injury reports and other relevant publications. Education:
Community Profile Committee
The purpose of the Community Profile Committee is to increase awareness of the agency and its programs throughout the community. The purpose of the Community Profile Committee is to increase awareness of the agency and its programs throughout the community.
Quality Improvements Completed preliminary work on the website necessary for relaunch Submitted an application for $120,000 a year in Google Ad Grants Launched an Options e-newsletter
This past fiscal year, OCS’s presence has continued to grow on online. Our focus has been improving our website as well as increasing our reach on Facebook and LinkedIn.
Here are main points to take note of:
Our audience on Facebook (fans) grew from 4609 people to 5532 people in the Surrey and surrounding areas Facebook Fan ratio (88% Women, 11% Men) 2 Highest Age Groups of Fans: 26% between age 25-34, 24% 35-44 Our post Reach ratio (80% Women, 18% Men) 2 Highest Age Groups of people reached: 25% between age 18-24, 20% 25-34 Our daily reach on Facebook averages between 650-1150 (people that see our content daily) We had 121,152 website visits We had 1121 Newsletter signups
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Our posts and information have continued to bring attention to special events, need for volunteers, career postings and increased awareness around the community.
Staff Training and Development Committee
The Staff Development Committee is a group of individuals who are representative of the programs and services of Options Community Services Society (OCS). The committee meets at least quarterly to plan, coordinate and evaluate the delivery of training specific to all OCS personnel, such as, Agency Orientation, Emergency First Aid, Non-Violent Crisis Intervention, Respectful Workplace and other mandatory training. The purpose of the committee is to: Identify and make available to all personnel, mandatory and generic training specific to OCS services. Reduce individual program/service area costs and maximize staff development and training funds by organizing training opportunities for a number of personnel from a range of programs. Provide opportunities for individuals to share their expertise, deliver training and develop their skills as presenter/facilitators. Explore and build upon community partnerships to link training opportunities for personnel. Support and encourage personnel to access ongoing training and professional development. Develop and promote leadership skills and abilities of all personnel. Develop, monitor and maintain standardized procedures and materials for the orientation of personnel, agency promotion and agency training. Promote and help to develop resources and audio visual presentations to be used for orientation and agency promotion. Help to ensure that training initiatives and opportunities for personnel are society driven, accessible and meet agency standards. Liaise with other OCS committees to respond to indentified staff development and training needs and recommendations. Respond to PQI feedback when requested. Submit recommendations to the E-Team in regards to agency staff development. Contribute to the OCS Annual Report in regards to Staff Development & Training.
Committee Details:
9 regular committee meetings
11 Committee members (1 occasion member – CPI instructor)
Committee Budget: $66,805 for this fiscal year (increase of $9,878 from last fiscal year).
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Outcomes Report 2017-2018
Quality Improvements: Beginning of this fiscal year, OCS discontinued using Relias E-learning platform due to the rising cost in American dollars. In January the agency moved to automatic enrollment of staff in Emergency First Aid, Non Violent Crisis Intervention training, Orientation and Respectful Workplace Workshops to ensure compliance. New training coming under Staff Development was annual Health and Safety training for committee members mandated by OH&S regulations and Naloxone & Harm Reduction training. Additional budget will be request for next fiscal year to maintain the new agency training. Wisdom Within was suspended for the fiscal year while it went through a re-branding. In a response to staff and stakeholder feedback and suggestions and to meet the accreditation training standards, a number of improvements and enhancements have been implemented this year, as follows: Non Violent Crisis Intervention: Launched the option of completing CPI training online (hybrid). Once enough staff have completed the online training part, they will attend the shortened in-person part to complete their certification. This will happen in the next fiscal year. Committee Roles: The creation of committee roles allows committee members to ensure they have clearly defined committee responsibilities. Committee members also gain valuable skills by taking on chairing committee meetings, minute taking and large event planning. Roles and descriptions developed are E-Team Rep, Committee Chair and Co-Chair roles, Agency Day (lead), Agency Orientation (lead), Committee Support, CPI Instructor (lead), Emergency First Aid (lead), Minute taker (rotating) and Wisdom Within (lead). All roles were filled by committee members. Community Collaboration/Partnership: Bridges training in April, provided participants from OCS and SD36 to attend this training. In alignment with OCS Strat Plan – this collaboration provided an opportunity to mingle with staff from another community provider and utilize partner resources to enable more staff to attend the training event. This collaboration was well received and committee will look for other partnering opportunities with SD36. Training Evaluation Enhancement : QR code to a Survey Monkey link was provided to the staff attending the Bridges training. Committee created posters and handed out cards with the instructions on completing the workshop evaluation on line. This method would eliminate the need for evaluation responses to be manually analyzed and complied. The evaluation produced positive feedback but less than anticipated response numbers.
Committee Action Plan: committee will review Action Plan at all meetings to ensure completion of action items.
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Social Wellness Committee
The Social Wellness Committee consists of a committed and energetic group of staff who assume most of the responsibility for planning and organizing staff social events, to promote inter-program sharing and strengthen employee engagement and happiness at work.
The committee organizes events throughout the year. This past year we focused our lunchtime events to coincide with various cultural and ethnic celebrations.
On average over 60 people attend our lunchtime events and over 200 staff attended the annual Christmas Party. The list of events included: Summer barbeques, Ramadan Celebration Lunar New Year Celebration Dawali Cinqo de Mayo Curry Cook off Chili Cook off Golf Tourney Annual Christmas Events for staff and children Members of the PQI Committee are comprised of all levels of OCS staff who represent all OCS program areas, and who are passionate and committed about quality improvement. The committee is chaired by the OCS Director of Quality Improvement. The committee attends to ongoing PQI developments, provides support and feedback to programs, and oversees, improves and monitors regular processes such as staff surveys, quarterly and annual reports and other key activities. During the 2017-18 reporting period, the PQI Committee engaged in the review and development of new and existing policy, the revision of the PQI reporting templates and program annual plans, and identifying key agency wide areas for improvement. The PQI Committee also champion the concept of PQI and make it more meaningful and relevant across the agency. Performance Quality Improvement (PQI) Committee
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Outcomes Report 2017-2018
Client and Stakeholder Satisfaction
Client Feedback (all programs)
2013/2014
2015/2016
2016/2017
2017/2018
96.5%
96.9%
97.4%
98.2%
Clients satisfied with OCS programs
95.7%
97.2%
97.8%
98.8%
Clients who felt welcomed and respected
90.9%
91.1%
90.1%
98.1%
Clients who felt their goals were met
Funder and Community/Partner /Stakeholder Feedback (all) programs)
2013/2014
2015/2016
2016/2017
2017/2018
Stakeholders satisfied with OCS programs and staff’s skills and service Stakeholders who felt the programs were welcoming and respectful Stakeholders who would recommend an OCS program/refer to it again
97.3%
97.5%
98.1%
90.4%
97.2%
97.3%
97.2%
92.3%
97.8%
94.8%
96.0%
90.9%
~results include “always” and “almost always” responses
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Programs and Services
COUNSELLING SERVICES
FAMILY COUNSELLING This program provides short-term (up to 10 sessions max) individual, couple and family counselling to residents of Surrey with children 18 and under by referral via MCFD intake. The family counselling program works with people to achieve and foster healthier relationships, work through anxiety and depression, coping skills for separation and divorce, parent-child conflict resolution and increasing self-esteem.
Outcomes: a) To maintain the child safely in the home
b) Reduce or eliminate problems identified by program participants at the outset of service c) Improve the social, emotional and behavioural functioning of children and youth, caregivers and parents who participate in the program.
100% of families report increased ability to problem solve.
Outputs # of children served: 99 # of families served: 185 #of family members served: 342 % that report an increased ability to problem solve: 100% # OF UNIQUE INDIVIDUALS SERVED : 342
SUICIDE PREVENTION, EDUCATION AND COUNSELLING PROGRAM (SPEAC) The SPEAC program provides suicide risk assessment, crisis intervention and short-term counselling (up to 10 sessions max) to children and adolescents who are experiencing thoughts of suicide, are affected by the loss of a friend or family member to suicide, or who have made a recent suicide attempt. The SPEAC team also presents suicide prevention workshops in schools and community agencies in Surrey, White Rock, and Langley. Outcomes: a) To stop children and youth who are participating in the program from attempting or completing suicide; b) To improve the social, emotional, and behavioural functioning of children and youth who are participating in the program; c) To improve the social, emotional, and behavioural functioning of children and youth who have lost a loved one to suicide; d) To improve the caregiver’s/parent’s ability to maintain a safe physical and emotional environment for the client; e) To increase the ability of youth to recognize and respond appropriately to suicide risk indicators amongst their peers. 100% of children and youth report a decreased risk for suicide.
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Outcomes Report 2017-2018
Outputs % that report a decrease in intent to die by suicide: 75% % that report an increase in desire to live: 100% # of children/youth who attended a workshop: 455 # of external service providers who attended a workshop: 291 # of workshops: 19 # of crisis calls received: we don't collect this data # OF UNIQUE INDIVIDUALS SERVED: 98
SEXUAL ABUSE COUNSELLING CENTRE (SAC) The SAC program provides both short-term and long-term (up to 2 years) counselling to children and youth from Surrey where sexual abuse has either been disclosed or is suspected. Support and psycho-educational information is also offered to non-offending family members.
Outcomes: a) To maintain the child safely in the home; b) To improve the social emotional and behavioural functioning of children and youth who have been sexually abused; c) To stop re-victimization of sexually abused children and youth; d) To improve the ability of non-offending family members to cope with the stressors related to the disclosure of child sexual abuse in the family; e) To increase each non-offending family member’s knowledge of sexual abuse and related systems issues; f) And to increase the community’s awareness of sexual abuse and related social issues
“I couldn’t have asked for a better counsellor. They have been a huge help in
my life. Thank you!” (Family Counselling)
“Excellent program. We are so grateful! Our counsellor is very kind and knowledgeable!” (SPEAC)
100% of children report an increased ability to think clearly and make healthy decisions.
Outputs # of clients served: 142 % that report improved social, emotional and behavioural functioning: 100% % that report an increased ability to think clearly and make healthy decisions: 100% # OF UNIQUE INDIVIDUALS SERVED: 142
SPECIAL SERVICES FOR CHILDREN AND FAMILIES
Special Services to Children and their Families is a goal-based program designed for children from 3 – 18 years who have a developmental disability and/or autism. There are three different components to this program: one-to-one service and group services, both funded Ministry of Children and Family Development (hereafter MCFD), and a one-to-one private intervention contract service. The Special Services Program has been operating since 1981.
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Options Community Services
Outcomes Report 2017-2018
Outcomes: Child has increased integration into community 100% Increased communication skills 93% Increased life skills 63% Increased social skills 93% Demonstrates an increase in appropriate behaviours 100%
“I just want to say thank you. Since attending the Primary Program, my son has become very involved in outside activities and opened up to socializing”.
Outputs: TOTAL SERVICE UNITS FOR THE FISCAL YEAR
TARGET SERVICE UNITS
14813.73 Surrey
Surrey – 12369.72
4448.75 Langley
Langley- 3779
4421.83 Private Intervention 2814.5 additional summer student hours
FAMILY INTEGRATION SERVICES
FAMILY SUPPORT OUTREACH (FSO) The FSO program provides outreach parenting, basic counselling, and support services to MCFD referred clients with children between the ages of 0-13, assessed at medium risk.
The primary long-term goal of the FSO program is to work toward supporting families, educating parents, and promoting safe and healthy home environments. The immediate goals are to foster better communication and more positive interaction between parents and children, educate parents on normal stages of child development, introduce more effective ways to respond to particular child behaviours, and connect families to other resources within our community.
“Excellent program…staff was
kind, caring and very supportive. I feel more informed and in control…information was life changing!”
155 people received service 3019.5 service units were delivered 100% of participants report using more resources or places in the community to meet their family’s needs.
Options Community Services
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Outcomes Report 2017-2018
MEASURE Question: On a scale of 1 to 5 (1 = dissatisfied, 5 = satisfied), please rate your experience with: LEARNING NEW PARENTING SKILLS USING MORE RESOURCES OR PLACES IN THE COMMUNITY TO MEET THEIR FAMILY’S NEEDS EXPERIENCING LESS CRISIS AND DISRUPTION IN THEIR LIVES
TARGET
RESULTS
5
# OF 5’S
# OF 3-4
# OF 1-2
100%
15
0
0
100%
15
0
0
73%
11
0
4
SUPPORT FOR PARENTS OF YOUNG CHILDREN (SPYC ) SPYC is a program offering one-to-one teaching and support to assist parents/ grandparents and caregivers of children aged 0-6 in increasing their self-esteem and parenting skills, and to develop a sound community-based support system. Service is provided by Community Counsellors. In addition to one-to-one support, the program will also run four, six-week long group sessions based on attachment theory, with a focus on skill building. The primary long- term goal of the SPYC program is to support and educate parents, while promoting safe and healthy home environments.
The immediate goals are to educate parents around the normal stages of child development, foster better communication and more positive interaction between parents and children, introduce more effective ways to respond to particular child behaviours, and connect families to other resources within our community.
“The staff member was such a blessing to me. She was the strong support when my family went through health and emotional crisis. She exceeded her great skills with a human touch and care.”
174 families received support and service 79% of clients are female 2637 service units were delivered
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Options Community Services
Outcomes Report 2017-2018
FAMILY STRENGTHENING AND DEVELOPMENT (FSD) FSD offers short term, goal–focused interventions to assist families who are in immediate crisis and at risk of abusing or neglecting their children. The program supports families to learn and apply new and appropriate strategies to manage their family and practical needs. The purpose of this program is to reduce the risk for child maltreatment and enhance child safety by changing behaviours and increasing the skills of referred moderate to high risk, high needs families in Surrey. Services are delivered in the family’s home, in other community settings, and in-office. Services focus on practical strategies which will increase the family’s capacity to be self-sustaining and stable.
“The service provided was very good and we will recommend Options program to others that may be interested”.
265 families served 85% clients in FSD were female 34% clients referred in FSD highlighted a concern of Domestic violence. 53% clients in FSD were aged 31-40
QUICK RESPONSE PROGRAM (QRP) QRP is a short term, goal-focused intervention to assist families who are in immediate crisis and at risk of abusing or neglecting their children. The service assists families to learn and apply new and appropriate strategies to manage their family and practical needs. Services can be provided in the family’s home, in other community settings, and in-office. Services focus on practical strategies which increase the family’s capacity to be self-sustaining and stable.
106 families served 98% clients in QRP were female 22% clients referred in QRP highlighted a concern of Domestic violence. 37% clients in QRP were aged 31-40
Both FSD and QRP have staff members who can converse in Punjabi, Hindi, Spanish, Cantonese, Mandarin, French, and German. This past year FSD/QRP completed 17 groups and had a total of 186 group participants which exceeded the previous year’s total of 7 groups and 76 participants.
81% of participants completed the Men’s “Managing Anger through Intelligent Compassion.”
“I found the program very helpful and I found out a lot about local services”.
Options Community Services
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Outcomes Report 2017-2018
SUPERVISED ACCESS PROGRAM (SAP) SAP provides visitation for children who are in the care of MCFD and their families (noncustodial parents) in Surrey. The programs long-term goal is to have the children who have been removed from their biological parents/caregivers and in care of MCFD reunified with their natural families. The programs immediate goals in visitation are to help facilitate positive interactions between family members, increase parenting education, and to give visiting families an opportunity to spend time together in an atmosphere of safety and support. These goals are achieved by providing the opportunity for families to spend time together at either Options visitation rooms, MCFD offices, in the community or in the family home under the supervision of Options staff. NOBODY’S PERFECT PARENTING (NPP) NPP provides service to the Parents, Grandparents or Caregivers of children 0-5 years of age, who have their child/children in their care at least 50% of the time. Groups are facilitated in multiple languages and have a multi-cultural focus. We also facilitate groups specifically for Dads. The primary long-term goal of the NPP program is to work toward healthier parent/child relationships, while promoting safe, healthy home environments. The immediate goals are to foster better communication and more positive interaction between parents and children, educate parents on normal stages of child development, introduce more effective ways to respond to particular child behaviours, and connect families to other resources within our community. 4247 service units delivered 86 unique individuals served
# of groups delivered = 7 Individuals served = 80 92% report learning new parenting skills 100 % report that they were satisfied with the services provided.
“Everyone had a voice and an opportunity to share their opinions”
Employment Services
WHALLEY EMPLOYMENT SERVICES CENTRE (WESC) WESC is a provincially funded program which provides job search related services and supports for those who are unemployed or under employed and legally entitled to work in Canada. Services include employment counselling, job search workshops, career planning assessments/workshops, development of skills training plans including funding for eligible
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Options Community Services
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