OCS Outcomes Report 2016-2017
Program Outputs Output Indicators
Annual Targets
Annual Results
Contracted Service Hours*
8,760
8,758
Unanticipated Non Coverage Hours Percentage of Contracted Service Hours
0
2
100%
99.98%
Delivered Service Hours** Volunteer Hours*** Staff Service Hours***
17,520 15,768 1,752 45,000
29,026.8 26,649 2,377.8
Calls Received****
44,903
Volunteer Training Groups
6
6
In-Service Volunteer Training Activities
36 NA NA
26
Community Professional Development Workshops
1
Promotional Materials Distribution 1800SUICIDE Cards Crisis Line Pamphlets Crisis Line Cards
455 2,675 7,850 500 2 350 1,300 Plus that distributed by Fraser Health
Crisis Line Magnets Crisis Line Posters
Recruitment Rack Cards Recruitment Bookmarks
* Target based on 1 line of service 24 hours a day ** Target based on equivalent of 2 lines of service 24 hours a day *** Target based on ratio of 90% Volunteer/10% Staff **** Target based on the RFP estimate for # of annual calls
Quality Improvements • Revised the iCarol Service Record to align as best as is reasonable with Crisis Line Association of BC (CLABC) requirements and worked with the Provincial Health Services Authority (PHSA) to create the plan needed to align the rest of our data with that of CLABC. • Implemented a new system for volunteers to attract the attention of on-site staff when they need assistance with an in-progress call. • Implemented a new volunteer coaching tool which is receiving good feedback. • Created a volunteer performance review tracking spreadsheet that greatly improved our ability to monitor/manage this task. • Produced a hardcopy Staff Quick Reference Guide in order to better facilitate use by staff while completing tasks. • Secured one-time funding from Fraser Health to transition our 2 temporary night time call-takers to permanent part time positions thereby increasing capacity and enhancing support for new volunteer call-takers. • Used funds originally earmarked for casual hours to add a permanent .5 FTE position thereby enabling 2 support workers on shift most days.
- 32 -
Made with FlippingBook - professional solution for displaying marketing and sales documents online