OCS Annual Outcomes Report 2014-2015
Contents
Mission, Vision and Values ............................................................................... 1 Who We Are ….............................................................................................. 2 • Our Services............................................................................................. 3 Message from the Chair .................................................................................. 4 • Thinking About Resilience ….......................................................................... 4 Message from the Executive Director ................................................................. 5 • This Year in Reflection … ............................................................................. 5 Volunteers and Donors ................................................................................... 7 • Thank You Volunteers! ................................................................................ 7 • Thank You Donors! ..................................................................................... 9 Accreditation 2015.......................................................................................12 • Organizational Strengths ............................................................................. 12 OCS Human Resources Report..........................................................................14 • Achievements in 2014-15 ............................................................................ 15 • Quality Improvements ................................................................................ 15 • Employee Recognition................................................................................ 16 • 2014 Turnover Report ................................................................................ 17 Staff Satisfaction..........................................................................................19 The Positives ...................................................................................... 20 The Challenges .................................................................................... 21 The Response...................................................................................... 21 Client and Stakeholder Satisfaction - All Programs ................................................22 Programs and Services...................................................................................23 • Counselling Services (CS) ............................................................................ 23 1. Family Counselling (FC) ...................................................................... 23 2. Suicide Prevention, Education and Counselling (SPEAC)................................. 24 3. Sexual Abuse Counselling (SAC) ............................................................. 25 • Special Services for Children and Families/Behaviour Intervention Services ................ 26 • Family Intervention Services (FIS) .................................................................. 27 1. FSD, QRP, FSO, SPYC.......................................................................... 27 2. Nobody’s Perfect .............................................................................. 28 3. Supervised Access Program .................................................................. 28 • Employment Services ................................................................................. 29 Whalley WorkBC Employment Service Center (WESC)....................................... 29
OCS Annual Outcomes Report 2014-2015
• Early Years (0-6) Programs (Pregnancy, Parenting and Child Care Services)................. 32 1. Healthiest Babies Possible (HBP) ............................................................ 32 2. First Steps (FS)................................................................................. 34 3. Child Care Options Resource and Referral (CCRR)........................................ 36 4. Growing Together Daycare (GTD) ........................................................... 37 5. Family Resource Programs (FRP) ............................................................ 38 6. Bridgeview Child Care Center (BVCC) ...................................................... 41 • Fraser Health Crisis Line (FHCL) .................................................................... 44 • Immigrant Settlement Services ..................................................................... 47 1. Immigrant Settlement Program (ISP) ....................................................... 47 2. Moving Ahead Program (MAP)................................................................ 49 • Stopping the Violence Services ..................................................................... 54 1. Transition Houses.............................................................................. 54 2. Threshold Multicultural Outreach (TMO)................................................... 57 3. Children and Youth for Domestic Peace (CYDP) .......................................... 58 • Mental Health and Supported Community Living Services ...................................... 59 1. Clubhouses..................................................................................... 59 2. Supported Community Living and Housing Programs .................................... 60 3. Youth Supported Independent Living ....................................................... 62 4. Transitional Living Program (TLP).......................................................... 63 • Homeless and Housing Services ..................................................................... 66 • Youth and School-based Services ................................................................... 68 1. Youth Services ................................................................................ 68 2. Services to Access Recreation and Resources Program (STARR) ....................... 70 3. Options for Schools (OFS).................................................................... 72 Committee Highlights ....................................................................................73 • Health & Safety Committee ......................................................................... 73 • Diversity and Inclusion Committee ................................................................. 74 • Community Profile Committee...................................................................... 75 • Staff Training and Development Committee ...................................................... 77 • Social Wellness Committee .......................................................................... 79 • Performance Quality Improvement (PQI) Committee............................................ 80 Achievements of Note 2014-2015.....................................................................81 Financial Report ..........................................................................................85 • Treasurer’s Report .................................................................................... 85 Funders.....................................................................................................89
OCS Annual Outcomes Report 2014-2015
Mission, Vision and Values
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OCS Annual Outcomes Report 2014-2015
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, Langley, Cloverdale and many areas of the Fraser Health Region community since 1969. OCS also operates a sister society: Habitat Housing Society, which operates affordable housing complexes for low income families and mentally ill individuals. OCS delivers over 80 programs for people of all ages and cultures. Our primary areas of service include: employment services, immigrant settlement services and supports, homeless shelters and outreach, supported housing, “Stopping the Violence” programs including transition houses for women fleeing abuse, suicide prevention and sexual abuse counselling, family counselling and intervention programs, clubhouses and programs for adults living with a mental illness, youth services, elementary and secondary school-based programs, child care and child care resources, and the Fraser Health Crisis Line. We are constantly developing, adapting and improving our services to meet the constantly shifting needs within the communities we serve. Many of our services are provided in partnership with government and other community-based agencies. OCS is currently governed by a committed and hard-working volunteer Board of Directors representing the diversity of Surrey. This year we employed approximately 420 staff and over 415 volunteers. OCS is fully accredited under the Council on Accreditation (COA). We received our fifth 4 year certification in June 2015. We are proud to share that our accreditation status was expedited this cycle due to being in complete compliance with close to a thousand distinct standards at the time of the review. COA’s program of quality improvement is designed to identify providers that have met high performance standards and have made a commitment to their stakeholders to deliver the very best quality services. OCS has been recognized as an “outstanding provider”. Maintaining our accredited status is a demonstration of our commitment to quality, client-centered services and our accountability to the community. OCS seeks out and values many positive community relationships and partnerships, and is a leader in building collaborative approaches to getting things done. We are especially proud of our tradition of hard work, caring and integrity.
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OCS Annual Outcomes Report 2014-2015
Our Services OCS offers programs in Surrey, Delta, White Rock and Langley, as well as the Fraser Health Crisis Line which serves the entire Fraser Health Region from Tri-Cities to Boston Bar.
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) • Volunteer Opportunities
• WorkBC Employment Services • Youth and School-based Services
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OCS Annual Outcomes Report 2014-2015
Message from the Chair Thinking About Resilience …
Options Community Services (OCS) is very resilient. As Chair, I see resilience everywhere throughout the organization: from the committed governance work of the Board right out to the program operations. We are grateful and thankful for our management and staff leadership and the very special OCS volunteer and staff workforce.
Tim Beachy Board Chair
This past year we experienced the unfortunate passing of Darrell Ferner, one of our founding staff members, at the age of fifty-nine. Darrell was sometimes referred to as “Mr. Options” because he exemplified commitment to the core values of Options and he was a great ambassador for our work and our organization. Darrell, as one of the staff leaders, worked closely with the Board of Directors, City officials, government funders, partner organizations, staff at all levels and directly with clients. He was everywhere, he was effective, he was resilient, and he typified the best of the character of Options Community Services. That spirit of resilience is alive and well. In the last year we have: • continued to expand and deepen the services we offer children, youth and families throughout the community; • achieved a superb accreditation cycle in which OCS scored maximum points across the board and won fast-track approval for the first time; • developed concrete and dynamic strategic plans, matched by detailed operational plans that will bring significant change to OCS; • renewed our commitment to engagement, a revitalized membership and community participation in our planning; • invested in infrastructure, program development, training and program growth; • Implemented focused leadership development programs from the Executive Director right through to front-line supervisors – a commitment to be the best we can be; • enhanced Board governance policies and practices and continued development of a diverse and community-representative Board; and, • been led by a dynamic, adaptable Executive Team of high quality and committed performers who know how to lead and to change. Last January, OCS organized a well-attended memorial event to honour Darrell Ferner’s life and his work with OCS. But more than that, every single day our management, staff and volunteers exemplify those values, character and resilience. It is that resilience that will stand the test of time and the challenges we will face in the years ahead.
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OCS Annual Outcomes Report 2014-2015
Message from the Executive Director This Year in Reflection …
So much takes place at Options Community Services (OCS) throughout the course of a year! A read through of program and department annual reports provides just a snapshot of what takes place. I am humbled to witness the energy, care, and resourcefulness that are contributed through staff, volunteers, community partners and funders who provide a helping hand to people in their time of need and to building the kind of community that we are all proud to be part of.
Christine Mohr Executive Director
In 2014/2015 we experienced a loss that shook our OCS family to the core when Darrell Ferner, Deputy Executive Director, passed away unexpectedly. Darrell had been with us for 33 years and, while not the “founder” of OCS, he was undeniably core to our foundation, contributing to our culture and growth like no other. Quite simply, Darrell is woven into the fabric of who we are. While the year has been overshadowed by this great loss, we are resilient and have accomplished much. I know that Darrell is with us as we continue on the path. We celebrate several long-time staff moving to management roles, baring witness to our leadership development efforts. As well, we are very pleased to welcome a new Deputy Executive Director, Lori Dennis, to our Executive Team. This next year we will develop a 5- Year Plan to foster ongoing leadership development throughout OCS. In many ways, this year has been one of enhancement and polishing as we prepared for our 4 th accreditation with the Council of Accreditation in June 2015. The implementation of our electronic client database was completed across the organization; we further developed the use of our online staff training platform, and refined our performance quality improvement processes and reporting. These efforts have been significant and all contribute to the improvement of our services. We are very pleased to be successful in our bid to be one of the 26 new Early Years Centres (EYC) across the province, (Newton Early Years Centre). The purpose of this new provincial initiative direction is to enhance and coordinate access to early childhood services for parents of children ages 0-6 years. Other important early years work begun this year includes collaborating with non-profit childcare provider partners, the Surrey Board of Trade and others to lay the groundwork for how best to approach the development of a plan to achieve affordable, quality, non-profit childcare services for Surrey. As with our work to enhance early years services, we have done important work in other key service areas; mental health, where we have completed the application process to become an assisted living service provider and in housing services, where we have worked closely with
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OCS Annual Outcomes Report 2014-2015
several partners under the joint Federal Housing and Provincial Government Housing First Model to tailor an approach that will work for our community. In addition, we have worked along-side our colleagues from Surrey Urban Mission and Richmond CHIMO to lay the groundwork for an innovative model of housing the homeless that we will continue to pursue this next year. Having completed a new strategic plan, we look forward to the next years and addressing our three key directions: growth to remain relevant to communities that we serve, community engagement, and continuing our tradition of collaborative partnership. My sincerest thank you to our staff for the talent, energy, innovation and inspiration that they bring to their work every day. As described by one of our clients, “you are a blanket that wraps around people when they need it.”
To our volunteers, thank you for your big heartedness, skill and the gift of time.
Thank you to our Board of Directors who so willingly share their expertise, time and care to govern OCS. A special thank you to Tim Beachy, Board Chair, whose energy, passion and support seem to have no bounds. A special thank you as well goes to Dave Woods for his time with us as a Director. Dave stepped down from the Board when he was elected to Surrey City Council. Our loss is the City’s gain.
To our funders and donors, thank you for your trust in us to shepherd and make good use of the resources that you provide on behalf of the communities we serve.
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OCS Annual Outcomes Report 2014-2015
Volunteers and Donors Thank You Volunteers!
In 2014-2015, volunteers contributed more than 32,000 hours of service to the community through their affiliation with OCS programs. While this is a decrease of 13% in total hours from last year, we have experienced an increase in skilled volunteers offering their abilities in support of our clients and programs. This year’s volunteer contribution equates to more than $622,000.00 in donated service/wages. OCS employed 415 volunteers in 2014-15, with approximately 320 in active service at any given time. In addition, we employed 30 practicum students across disciplines. More than 240 of these volunteers worked weekly shifts for the Fraser Health Crisis Line, which operates 24 hours a day, every day. OCS volunteers are involved in many other areas of our organization as well, and engage in a range of activities including supporting children and parents, painting and repairing our facilities, providing administrative support, gardening, cleaning, teaching, tutoring, and greeting clients and guests. Many of OCS’s programs would struggle to operate without the commitment and dedication of those individuals who generously share their time, expertise and commitment with us. Options makes an effort to make volunteers feel like part of the family through ongoing recognition activities. Volunteers receive Milestone pins for giving 200, 400, 600, 800, and 1000 hours of their time. Between April 1, 2014 and March 31, 2015, 39 volunteers received pins ( Figure 1) .
In addition to the Milestone Pins, Options celebrates National Volunteer Week every year. In 2014, our more than 300 volunteers received an OCS branded water cup and a Spirit Kit. The kit contained items to remind us to focus on the small- but-so-very-important things in life.
Figure 1
If you would like to volunteer, OCS would like to meet you!!
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OCS Annual Outcomes Report 2014-2015
Donations are also core to many OCS programs and services. OCS has many regular donors who support us every year to provide material goods, expertise, time and money to ensure that: • Hundreds of families have a happier holiday season and a warmer winter; • Women fleeing abuse have food to eat and a kitchen to cook in; • Individuals living with mental illness experience lives of dignity, fun, friendship and respect; • Homeless individuals have clothing and food and a warm place to live; • Children who have experienced abuse have the therapeutic tools they need to heal; • Parents have the support and supplies they need to safely care for their children; • Individuals re-entering the workforce have needed transportation and proper workwear; • Youth transitioning to independence have the tools they need to enter the workforce or continue their education; • And countless other examples that mean the world to us! Several amazing events and opportunities were made possible by both volunteers and donors this year. Sometimes the donors are also volunteers, and vice versa. Here are a few shining examples: Champers Salon Champers Hairdressing and Spa at Fleetwood Village Park Mall held a very successful 2 nd Annual “Tis the Season” fundraising event for Surrey Clubhouse on December 1. They paired up with Surrey Beauty School and many other businesses in the Fleetwood area and provided free shampoos and haircuts for many Clubhouse members, as well as a meal and a gift bag for each individual. Fresh St. Market provided hot dogs for sale and donated the funds to the Clubhouse as well. Champers raised close to $5,000 in cash, food, gifts, and more to support the Surrey Clubhouse and their members. Solaris Management Consulting Solaris graciously hosted a HUGE summer barbeque for all of the Surrey Clubhouse members in support of Mental Health Week, providing all of the food, volunteers, set up, clean up, and a wonderful sunny day of music and friendship. More than 250 people attended this special event. Xcess Consulting In British Colombia the BC Government has proclaimed the month of May as Child Care Month to celebrate the work of thousands of caring and committed child-care operators and early childhood educators throughout the province. On May 7, OCS celebrated the event with a very successful appreciation evening to honour the dedicated and valuable child care providers of Surrey, Delta and White Rock. For the second year in a row, Lucky Bola, owner of Xcess Contracting, along with his father Avtar, delivered and provided a wonderful Indian dinner for all the child care providers in attendance. Without Lucky’s generous support this event would not have been possible.
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OCS Annual Outcomes Report 2014-2015
Thank You Donors! Donors make a difference to everyone we serve in so many ways. A sincere thank you goes out to the following: • Alex Wiktorowicz • Blackstone Capital Partners • Canadian Women’s Foundation • Caring Hearts Knitters • Champers Salon • Chartwell Imperial • Chief Sepass Theatre/Kevin Statham • Choices Market South Surrey • Costco Surrey • Delta Youth Support Link Society • Dora Martin • Dr. Howard and Debbie Bittner • Earls Restaurant Guildford • Forever Yours Lingerie • Freida Varo
• Glamsquad604 – Karan Bola • Global Change for Children • Guildford Park Carpentry Class • GVC Credit Union • Houle Electric • Jaskirat Sahni (Girls Empowered) • Jen Sutherland • Jeremy’s Memorial Foundation • Joyce DeVos • Kenneth H. Volkenant • Knights of Columbus • Kristine Bodnark • LA Matheson Secondary School • Lafarge Concrete • Lillah Martin • Lina Friscioni • London Drugs • Mary Kay • Meriko Kubota • Ottens Landscaping • Overwaitea • Patrice Trainor • Peace Arch Hospital Foundation
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OCS Annual Outcomes Report 2014-2015
• Robyn Funk • Rotary – Surrey Guildford • Royal LePage Shelter Foundation • Sandra Ball • Save-On Foods Newton • Selena Miller • Solaris Management Consulting • Soroptomists of Surrey • Soup Sisters and Broth Brothers, and Bistro 72 at Old Surrey Restaurant • Southridge School • Starbucks – Sunshine Hills, Strawberry Hills, Scott Road and 72nd • Surrey Community Schools - Tzu-Chi • Surrey Firefighters Association • Surrey School District • Surrey Urban Mission • Symcor Inc. in honor of Saveendra Pal Singh who lost her mother in January 2015 • Telus • Toskan Casale Foundation • Winners • Xcess Consulting – Lucky and Avtar Bola
And many more …… Thank you so much!
A very special thank you to the many individuals and organizations who sponsored families for our annual Christmas Hamper Program: • Amberleigh Neighbours – Maria Fiorentino , organizer (2 families)
• CIBC - Grandview Corners South Surrey Branch • City of Surrey, City Management Department • Danyluk, Ann and Doug • Diane Lee & Associates Physiotherapy Clinic • Don Christian Elementary PAC • Fleetwood Fastpitch Association • Foster, Jessica and Jonathan Broomfield
• Future Students’ Office, Kwantlen Polytechnic University • Homelife Peninsula Property Management (2 families) • ICBC Road Safety Team (2 families) • Janzen Family • LaFarge Canada – Natasha Ishmail, contact (26 families) • Leibenzeder Family • Ministry of Forest, Lands and Natural Resource Operations • Morgan Creek Golf Course (3 families) • Nikola Tusek – Vohora and Company Chartered Accountants (2 families)
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OCS Annual Outcomes Report 2014-2015
• RAMMP Hospitality Brands Inc. • Rare Manufacturing Inc. • RBC - Sullivan Branch • RCMP BC Headquarters - Employee Management Relation (3 families) • RCMP E Division HQ – Brenda Petunia, contact (4 families)
• Response Tek(3 families) • Royal LePage, Northstar • Solaris Management Consultants Inc. (6 families) • Southridge School - Jo-Ann Murchie, contact (17 families), plus $2000 for additional hampers for programs with great needs • Stirling, Margaret
• Surrey Crime Prevention Society • TD Canada Trust, Branch 9287 • TD Canada Trust, White Rock • The Bay, Guildford
• Thomas, Clare • Weiss Family • West Coast Avalanche Midget AAA Hockey Team • Williamson Family
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OCS Annual Outcomes Report 2014-2015
Accreditation 2015 To ensure we comply with the highest industry standards, OCS maintains accreditation status with the Council on Accreditation, an international accrediting body dedicated to high quality human service delivery. Maintaining our accredited status means a lot to us at OCS. Since our last review in 2011 we have been making ongoing quality improvements, adapting to community needs, staying up to date with research regarding the best ways to deliver services, and purposefully living into our values of diversity, integrity, resourcefulness, collaboration and excellence. Our services are evidence-based, continuously measured, closely evaluated, and always improving. Accreditation reviews occur on a four-year cycle. In June 2015 we were reviewed by a team of experts and peers from across North America, receiving an expedited certification because we are in full compliance with all applicable standards. This was our fourth successful review, and 12th year being fully accredited. The following is an overview of organizational strengths provided by our COA peer reviewers following our 2015 review. Administrative and Management Standards Ethical Practice (ETH), Financial Management (FIN), Governance (GOV) or Administration & Management (AM) (for Public State Systems), Human Resources (HR), Performance and Quality Improvement (PQI), Risk Prevention and Management (RPM) CA-ETH The organization has a very rich tradition of thinking about ethics and has put into practice ethical education for staff. Staff were well able to discuss ethics and represent their professional ethical codes well. The Board and Executives were well able to discuss organizational ethics and their risk management strategies were reflective of ethics. CA-FIN Options Community Services provides a wide range of services within the community through funding via a variety of contracts and community partnerships. The organization has developed resourcefulness and creativity in managing and accounting for the various pockets of funding. The Society is also committed to establishing responsibility for effective cost management and it has developed mechanisms and control systems that allow it to act accordingly. CA-GOV The organization is benefiting from having a Board of Directors who come with many years of both professional and community volunteering experiences. The Board is vested in the well-being of the organization. Board members are active participants Organizational Strengths Options Community Services Society
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OCS Annual Outcomes Report 2014-2015
in various committees geared towards the promotion of the mission of the organization.
CA-HR The organization has a strong workforce of tenured employees who value the agency for its mission and values. There is a strong cohesion between employees and managers which contributes to the successful delivery of services to individuals and families. CA-PQI OCS has fully incorporated the concept of PQI into the organizational culture and PQI processes are embedded at every level. The organization is now in a position to support and share such best practice with other community service providers. CA-RPM OCS has implemented a risk identification and mitigation system within each of its programs and administrative structures. Such departmental risks are collated and weighted on a quarterly basis, a process that allows the organization to identify themes and in turn prioritize its response strategies. Service Delivery Administration Standards Administrative and Service Environment (ASE), Behavior Support and Management (BSM), Client Rights (CR), Training and Supervision (TS) CA-ASE The organization has made some significant and overt efforts at having not only a palatable service environment, but to also respond to issues quickly. They have organized themselves to be hospitable, diverse, and welcoming. CA-BSM The organization has a well-developed training process so that all direct service staff are consistent in their approach to behavioral management that meets all the elements of the standards. CA-CR OCS is an organization that excels at informed, ethical, empowered, and respectful treatment of client rights in the best sense. They use education, motivation enhancement and engaged interpersonal validation and education with some of the most vulnerable 'persons with lived experience'. It is amply in evidence across programs that client rights are advocated, developed, and important to this organization. All levels of the organization, from the Board to line staff, articulate the principles at the base of these standards. Front line staff have made a difference in health outcomes by joining with clients to validate and advocate for change. CA-TS The organization makes excellent use of technology to deliver training in multiple formats to all staff for efficiency. Flexibility is provided to staff in seeking training to meet their needs and interests. Managers and supervisors have an open door policy for supervision and written documentation was also found in records to demonstrate guidance provided. Service Standards
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OCS Annual Outcomes Report 2014-2015
CA-CRI OCS is a major provider of Crisis Response Services to the community. The goal of the service is to assist callers to better cope with the immediate identified crisis and, where appropriate, to provide information or referrals that may assist the caller to better cope in the future. The service is very heavily staffed with volunteers supervised by experienced staff. CA-CSE The organization does an excellent job with the numerous programs under this service section. In spite of a wide range of conflicting contract requirements and service level expectations, services are delivered with professionalism and ultimate respect for all clients. CA-DV Domestic violence services are provided by a dedicated team of experienced professionals. Aftercare and outreach services in particular are exceptional. While shelter resources are limited, they are both diligent and creative in seeking ways to address clinical as well as facility needs. CA-ECE The ECE programs are well-developed and child-centric. The 'Growing Together' program in particular is exceptional for both its childcare setting as well as for its empowering services to young mothers. CA-PS Program provides a vital pre- and post-natal support service to a diverse group of mothers in the community. One of the program's greatest strengths is its value in reaching at-risk mothers-to-be and providing them with pre-, peri- and post-natal support for the healthy care of newborns.
CA-SCL The clubhouse program ethics and philosophy is truly a profound place that
represents a community that is seamless and has the stated goal of not being able to discern who is staff or who is a client. The programs work hard to build community and expression of the self through art and it's exciting to see art and poetry everywhere.
CA-SH The organization is a sensitive provider of shelter services with apt, adroit
experienced managers who responded to funding, government funding, and community mandates with a view toward stabilizing and promoting growth among their residents. Most interesting were the employed ideas of architecture and adult education in an empowerment model that meets clients where they are. Approaching 50% of residents are seniors and Options has responded to their needs in a developmentally rich way. One senior resident stands with enthusiasm that he is finishing his HS diploma and feels relevant and current in terms of his development.
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OCS Annual Outcomes Report 2014-2015
OCS Human Resources Report OCS’s busy HR team of two works with management staff to ensure high quality HR services are provided throughout OCS; ensures compliance with HR policy and accreditation standards, provides consultation to supervisory staff on performance management and all other HR issues, participates in recruitment and selection, orients new staff, and works with senior leadership to ensure OCS aligns with HR best practices. Additional support for OCS regarding human resource issues is provided by: • Community Social Services Employer Association (CSSEA): ongoing training and education on Labour Relations trends and the Collective Agreement • McCarthy Tetrault LLP: ongoing training and support re: legal trends, policies and personnel issues • BC Human Resources Association: ongoing training and education on HR trends Achievements in 2014-15 • The OCS HR team have become the experts on the Relias platform, and are a valuable resource to staff who use Relias on a regular basis • Developed a system to manage all job postings (formerly done by managers) • Issue staff photo IDs • Complete regular file audits of personnel files to ensure all relevant documentation is in place and current • Provide support to the payroll department in responding to 3 rd party requests and processing WorkSafeBC claims • Full review of all agency policies. Revisions made to reflect changes in legislation and practice, as well as advances in the use of technology. All policies further reviewed by agency lawyers and the board governance committee. • Partnership with the Staff Training Committee to implement “Wisdom Within”, a TED Talk-style Lunch and Learn event for and by staff that has been extremely popular. • Successful hiring of a new Deputy Executive Director, as well as a key management role in WESC. Quality Improvements • Full deployment of Relias platform to provide, track and remind staff of training and policies; used system to effect a 30% improvement in the timely completion of employee performance reviews. • Significant improvements to Criminal Record Check process to be compliant with new provincial process, as well as to ensure OCS staff have undergone rigorous screening. • Developed a new and improved “New Staff Orientation” presentation and process, which is also available online.
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OCS Annual Outcomes Report 2014-2015
• Seniority Lists required by the Collective Agreement are now provided on a regular basis. Some reports are generated every 2 months while others are provided annually (January) or bi-annually (January and July). • Review of Executive and Senior Management Team job descriptions in collaboration with an external consultant Employee Recognition Staff recognition is important at OCS and has become formalized in policy in the past year to ensure that its importance is not underestimated. Our Staff Survey results indicate a high level of employee engagement, and staff feeling supported and respected. We want to maintain and grow this appreciative culture! Staff receive formal service recognition every 5 years. A total of 49 individuals received a service award in 2014 (Figure 2) . The award consists of a certificate, small gift, and letter acknowledging the years of service and signed by the Executive Director and a member of the Board of Directors. After 25 years of service, employees also receive a plaque specially picked out by their supervisor. Managers are encouraged to present the award publicly, and individualize the presentation.
Figure 2 shows the number of service awards given out in 2014. A total of 49 individuals received an award, most of them for 5 years of service.
Figure 2
Staff at OCS are also encouraged to regularly, publicly and informally appreciate each other’s efforts. In 2014, some additional examples included: • Team meeting recognitions, and acknowledgements of birthdays and special events • Collections, cards and more for support of staff who have experienced losses and illnesses • Regular draws for gift cards via compensation committee and at staff lunch events • Family Weekend BBQ: Board of Director members were cooking up burgers and hot dogs and there were games for kids and adults alike • Children’s Christmas Party for staff, kids and grandkids • Staff Christmas Party complete with amazing door prizes and draws
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OCS Annual Outcomes Report 2014-2015
2014 Turnover Report Turnover Analysis January 1 to December 31
2014
2013
2012
• • •
391 310
396 313
390 300
Number of Active Employees Number of Permanent Positions Number of Employee Separations
83 45 38
65 38 27
47 19 28
• Number of Permanent Positions Vacated
•
Number of Other Positions Vacated
• Percentage of turnover (permanent positions) • Percentage of turnover (casual, temporary positions)
14.5% 46.9%
12.1% 32.5%
6.3%
31.1%
Reasons for Separation
2014
2013
2012
• • • • • • • • • • •
0 5 4 5 3
0 5 5 4 4 8 1 4 3 4 0 7 4
0 2
Didn't like my job Discharged for cause
13
Education (return to school) Increase in hours of work
4 1 5 2 3 1 0 3
• Increase in wages/benefits with new employer
13
10 10
No Longer Available
2
12
Other
13
Personal or family issues
0 8 2
Program Closure
Promotion with new employer
Retirement
13 11
Temporary Assignments
• Terminated for lack of contact with OCS
•
6 4
7 0
Transfer/move to new community
• Working conditions are better with new employer
Note: Total does not include Program Closure and Temporary Assignments
76
65
47
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OCS Annual Outcomes Report 2014-2015
Separation within the first 90 days
Gender Analysis
Increase in hours of work Personal or family issues
1 2
Male
14 69
Female
Top Position Losses
Length of Service
Shelter Worker
7 6 6 5 5
Under 1 year 1 - 5 years 6 - 10 years over 11 years
27 36 14
Transition House Worker
Child and Youth Care Counsellor
Crisis Line Support Worker Early Childhood Educator
6
Manager/Executive Position Analysis
Age Profile
Deputy Executive Director
1 1
<26
13 33 17
Program Coordinator
26-35 36-45 46-55
Program-Specific Losses
9
Shelters
9 7 6 6
ISP
SSCF
Transition Houses
Fraser Health Crisis Line
5 5
Healthiest Babies
Exit Interview/Survey Analysis
Other Information Number of Postings Number of New Hires
Interviews/Surveys Done Completion Percentage
28
101 127
34%
Note: Hires include summer students (18); some positions had multiple hires
While the overall number of employee separations has increased this year, it is notable that many of these positions were casual or temporary positions within the agency who either left for more permanent positions, or were terminated for not being available to work casual shifts for very extended periods of time. Some programs struggle to find applicants with appropriate qualifications for the work, given that the wages are much higher when working in similar positions directly within government, school districts and local health authorities. Many of our programs are considered “training” grounds for employees seeking experience prior to applying for more lucrative provincial government positions.
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Staff Satisfaction Every year, OCS surveys employees to ensure that we are living up to our values, providing the best services to our clients, and ensuring that OCS remains a positive, supportive and engaging place to work. In 2014, we chose to utilize a new staff survey tool, which is an abridged version of a mass survey created by Professor Tony Schwartz and Associate Professor Christine Porath of Georgetown University’s McDonough School of Business, and whose comprehensive results will be published on the Harvard Business Review website. The survey focuses on 5 categories which include: 1. Employee health and well-being 2. Trust and safety 3. Satisfaction 4. Focus and priorities 5. Meaning and significance OCS staff reported: • “moderate” to “high” levels of stress • “above average” to “extremely high” ability to balance work and home life • “high” to “extremely high” sense of community at work
One of the most significant results was regarding staff’s “level of engagement at work”.
“At OCS approximately 80% of staff report an above average to extremely high level of engagement with their work and an equally high likelihood to stay within the organization.”
This is significant because according to Gallup, worldwide only 13-20% of employees report being engaged in their work, and in North America, engagement in 2014 was measured at 31.5%.
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OCS Annual Outcomes Report 2014-2015
Level of Engagement at Work Response
Chart
Percentage
Count
Extremely Low
0.6% 0.6% 4.4%
1 1 7
Very Low
Limited
Moderate
11.2% 27.5% 38.1% 13.8%
18 44 61 22
Above Average
High
Extremely High
Opt Out/Don't Know
3.8%
6
Total Responses
160
Results were very positive across all domains, except in the area of compensation, where 43.6% of staff do not believe they are paid adequately for the work they do. Many staff noted that they understood this to be a sector-wide issue, and made note of the training, benefits, flexibility and positive culture of Options that keep our retention rates higher than average.
The Positives Positive themes throughout the survey included: appreciation of the flexibility afforded to people, appreciation of the frequent and varied training opportunities, solid team work, fair and clear policies, a focus on work-life balance, good sick leave and HR policies, the focus on being a respectful workplace, openness to integrating staff feedback, and a strong commitment to diversity.
Manager/Supervisor Treats You with Respect Response Chart
Percentage
Count
1. Never 2. Rarely
0.6% 1.3% 1.3% 4.4% 6.3%
1 2 2 7
3. Occasionally 4. Sometimes 5. Frequently
10 24
6. Usually 7. Always
15.2% 70.3%
111
8. Opt Out/Don't Know
0.6%
1
Total Responses
158
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OCS Annual Outcomes Report 2014-2015
The Challenges The primary challenges described by staff were in relation to the inability to provide pay increases that keep up with the cost of living, the desire for greater levels of communication throughout teams and management, and a desire for more IT and administrative supports. Some staff noted that they would appreciate more supervisory support and individual time for performance development planning.
Are you paid fairly? Response
Chart
Percentage
Count
Yes
35.3% 43.6% 19.2%
55 68 30
No
Not sure
NA / Opt Out
1.9%
3
Total Responses
156
The Response Several initiatives were put into place at both a practical and a strategic level. An additional IT staff person was hired and a technology plan is being developed to address the ongoing technology needs at OCS. Supervisory processes were reviewed and improved, and performance review reminders were added to our Relias online training portal to ensure they aren’t missed. From June 2014 to June 2015, the performance review completion rate went from 36% to 60%. We continue to make adjustments with an ongoing goal of 100%.
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OCS Annual Outcomes Report 2014-2015
Client and Stakeholder Satisfaction - All Programs
Client Feedback
2011/2012
2012/2013
2013/2014
2014/2015
•
Percentage of clients satisfied with OCS programs • Percentage of clients who felt welcomed and respected • Percentage of clients who felt their goals were met
96.0%
97.8%
96.5%
96.9%
96.9%
97.6%
95.7%
97.2%
93.0%
92.7%
90.9%
91.1%
Funder and Community/Partner/ Stakeholder Feedback
2011/2012
2012/2013
2013/2014
2014/2015
• Percentage of stakeholders satisfied with OCS programs and staff’s skills and service • Percentage of stakeholders who felt the programs were welcoming and respectful Percentage of stakeholders who would recommend an OCS program/refer to it again ~results include “always” and “almost always” responses •
97.2%
98.2%
97.3%
97.5%
97.2%
97.0%
97.2%
97.3%
86.7%
98.1%
97.8%
94.8%
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OCS Annual Outcomes Report 2014-2015
Programs and Services Counselling Services (CS) OCS’s Counselling Services are comprised of the following three program areas: 1. Family Counselling (FC) 2. Suicide Prevention, Education and Counselling Program (SPEAC) 3. Sexual Abuse Counselling Centre (SAC) We have a strong and culturally diverse team of men and women with Master’s level training in counselling psychology and art therapy/expressive therapies. The team works very collaboratively with one another and with our community partners to provide an integrated approach to service delivery. Our underlying service philosophy is steeped within a strengths- based and solution-focused model. The team strives to help their clients find hope and to see their strengths and resilience, as well as to build upon these going forward. We provide placements for Master’s level internship students on an ongoing basis throughout the year. Outcomes in Counselling Services this Year OCS’s Counselling programs served almost double the number of clients in 2014-15 than in the previous year, with the same staffing numbers.
2014-15 .. 565 clients (not including additional family members who occasionally attended) 2013-14 .. 300 clients
Due to the transition to electronic outcomes tracking this year, data for the 2014-15 year has not been aggregated. The outcomes being measured and transitioned into the electronic system are listed below.
1. Family Counselling (FC)
Short-term Outcomes
Intermediate Outcomes
Long-Term Outcomes
• •
•
•
Increased self-awareness Increased awareness around family dynamics Increased coping skills Increased communication skills
Increased personal responsibility
Decreased domestic violence incidents
• • •
•
Decreased family conflict Increased family harmony
Decreased child protection interventions
• •
Increased community connectedness Increased resilience
•
•
Decreased isolation
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OCS Annual Outcomes Report 2014-2015
2. Suicide Prevention, Education and Counselling (SPEAC)
Short-term Outcomes
Intermediate Outcomes
Long-Term Outcomes
• •
• • •
•
Increased self-awareness Increased community awareness
Decreased risk for suicide Increased healthy coping
Decreased suicidal ideation in children and youth Increased community capacity to prevent suicide Decreased social stigma around mental health issues
•
Increased community connectedness Increased resilience
• • • •
Decreased risk Increased safety Increased coping
•
•
Increased emotional regulation
• •
Increased hope
Increased resources/support network
* Sample SPEAC client rating over ten sessions.
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OCS Annual Outcomes Report 2014-2015
3. Sexual Abuse Counselling (SAC)
Short-term Outcomes
Intermediate Outcomes
Long-Term Outcomes
• • •
•
•
Increased self-awareness Increased sense of safety
Decreased risk for revictimization
Increased prevention of further abuse Decrease/reduce the cycle of abuse
• • •
•
Increased overall capacity Increased positive coping
Increased emotional regulation/coping
•
• •
Decrease maladaptive coping Increased community connectedness
Increased communication Decrease in trauma symptoms Increased community resources/connection
Increased resilience
•
•
Quality Improvements in Counselling Services this Year • The biggest and most impactful quality improvement has been the introduction of the Nucleus electronic case management system for our counselling records. • The CS program has been entering into partnerships within the agency: a joint proposal for a counselling position to help sex trade and exploited youth transition away from that lifestyle was submitted with the Youth Services program; Sophie’s Place and the SAC program are in talks about affiliate work in providing support groups and such to parents in our community; WESC and the CS program are working on a fee for service-based counselling program for the WESC clients who are survivors of violence. • A new practicum manual has been created for practicum students beginning with us in September 2015. Updated information on our web-site regarding practicum placements with counselling services has been added.
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