211info strategic plan - 2012

8/3/2019 211info Strategic Plan - 2012

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211infoPreparing for Statewide Service DeliveryEvery Community in Every County

2012-2014 Strategic Plan


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Net Coordinator Connector Conduit Navigator Gateway Critical Resource Universal Help Real Time Information Sentinel Safety Net Coordinator Connector Conduit Navigator Gateway Critical Resource Universal Hel

tion Sentinel Safety Net Coordinator Connector Conduit Navigator Gateway Critical Resource Universal Help Real Time Information Sentinel Safety Net Coordinator Connector Conduit Navigator Gateway Critical Re

al Help Real Time Information Sentinel Safety Net Coordinator Connector Conduit Navigator Safety Net Coordinator Connector Conduit Navigator Gateway Critical Resource Universal Help Real Time Information Se

nator Connector Conduit Navigator Gateway Critical Resource Universal Help Real Time Information Sentinel Safety Net Coordinator Connector Conduit Navigator Gateway Critical Resource Universal Help Real Tim

l Safety Net Coordinator Connector Conduit Navigator Gateway Critical Resource Universal Help Real Time Information Sentinel Safety Net Coordinator Connector Conduit Navigator we Safety Net Coordinator Con

tor Gateway Critical Resource Universal Help Real Time Information Sentinel Safety Net Coordinator Connector Conduit Navigator Gateway Critical Resource Universal Help Real Time Information Sentinel Safety Net

nator Connector Conduit Navigator Gateway Critical Resource Universal Help Real Time Information Sentinel Safety Net Coordinator Connector Conduit Navigator Gateway Critical Resource Universal Help Real Tim

l Safety Net Coordinator Connector Conduit Navigator Gateway Critical Resource Universal Help Real Time Information Sentinel Safety Net Coordinator Connector Conduit Navigator Gateway Critical Resource Uni

formation Sentinel Safety Net Coordinator Connector Conduit Navigator Safety Net Coordinator Connector Conduit Navigator Gateway Critical Resource Universal Help Real Time Information Sentinel Safety Net Co

ctor Conduit Navigator Gateway Critical Resource Universal Help Real Time Information Sentinel Safety Net Coordinator Connector Conduit Navigator Gateway Critical Resource Universal Help Real Time Information

ordinator Connector Conduit Navigator Gateway Critical Resource Universal Help Real Time Information Sentinel Safety Net Coordinator Connector Conduit Navigator Gateway Critical Resource Universal Help Real

tion Sentinel Safety Net Coordinator Connector Conduit Navigator Gateway Critical Resource Universal Help Real Time Information Sentinel Safety Net Coordinator Connector Conduit Navigator Gateway Critical Re

Easing Your Way to Answers

Eliminating Roadblocks

Creating Connections

Providing Help

Vision

Connecting Real People

With Real Issues

To Real Support

In Real Time

211info is the community

resource where people turn

in times of need.


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MissionOurcentral hub empowers Oregon

and Southwest Washington

communities by helping people

identify, navigate and connectwith

the local resources they need.

211info plays a vital role in our communities


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211info is a fun and dynamic team environment. We

have a deeprespectfor one another and cultivate

expertise and excellence in all that we do.

[We continuously push ourselves to question our

assumptions and have a commitment to innovation in

our service delivery].

Vision In

We are committed to creating an inspiring,

customer-centered culture

cherish innovation open to change dedication enjoyment commitment mission-driven transparency congruency collaborative

cohesive responsive compassionate empathy diversity aware supportive confident multifaceted


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onsumer Driven Partnership and Collaboration Empowerment Openness and non-judgment Inquisitive Problem Solving Compassion Diversity Professionalism Consumer Driven Partnership and Collaboration

mpowerment Openness and non-judgment Inquisitive Problem Solving Compassion Diversity Professionalism Consumer Driven Partnership and Collaboration Empowerment Openness and non-judgment

quisitive Problem Solving Compassion Diversity Professionalism Consumer Driven Partnership and Collaboration Empowerment Openness and non-judgment Inquisitive Problem Solving Compassion Diversity

ofessionalism Consumer Driven Partnership and Collaboration Empowerment Openness and non-judgment Inquisitive Problem Solving Compassion Diversity Professionalism Consumer Driven Partnership and

ollaboration Empowerment Openness and non-judgment Inquisitive Problem Solving Compassion Diversity Professionalism Consumer Driven Partnership and Collaboration Empowerment Openness and non-

dgment Inquisitive Problem Solving Compassion Diversity Professionalism Consumer Driven Partnership and Collaboration Empowerment Openness and non-judgment Inquisitive Problem Solving Compassion

iversity Professionalism Consumer Driven Partnership and Collaboration Empowerment Openness and non-judgment Inquisitive Problem Solving Compassion Diversity Professionalism Consumer Driven

artnership and Collaboration Empowerment Openness and non-judgment Inquisitive Problem Solving Compassion Diversity Professionalism Consumer Driven Partnership and Collaboration Empowerment

penness and non-judgment Inquisitive Problem Solving Compassion Diversity Professionalism Consumer Driven Partnership and Collaboration Empowerment Openness and non-judgment Inquisitive Problem

olving Compassion Diversity Professionalism Consumer Driven Partnership and Collaboration Empowerment Openness and non-judgment Inquisitive Problem Solving Compassion Diversity Professionalism


mpowerment Openness and non-judgment Inquisitive Problem Solving Compassion Diversity Professionalism Consumer Driven Partnership and Collaboration Empowerment Openness and non-judgment

quisitive Problem Solving Compassion Diversity Professionalism Consumer Driven Partnership and Collaboration Empowerment Openness and non-judgment Inquisitive Problem Solving Compassion Diversity

ofessionalism Consumer Driven Partnership and Collaboration Empowerment Openness and non-judgment Inquisitive Problem Solving Compassion Diversity Professionalism Consumer Driven Partnership and

ollaboration Empowerment Openness and non-judgment Inquisitive Problem Solving Compassion Diversity Professionalism Consumer Driven Partnership and Collaboration Empowerment Openness and non-

dgment Inquisitive Problem Solving Compassion Diversity Professionalism Consumer Driven Partnership and Collaboration Empowerment Openness and non-judgment Inquisitive Problem Solving Compassion

iversity Professionalism Consumer Driven Partnership and Collaboration Empowerment Openness and non-judgment Inquisitive Problem Solving Compassion Diversity Professionalism Consumer Driven

artnership and Collaboration Empowerment Openness and non-judgment Inquisitive Problem Solving Compassion Diversity Professionalism Consumer Driven Partnership and Collaboration Empowerment

penness and non-judgment Inquisitive Problem Solving Compassion Diversity Professionalism Consumer Driven Partnership and Collaboration Empowerment Openness and non-judgment Inquisitive Problem

olving Compassion Diversity Professionalism Consumer Driven Partnership and Collaboration Empowerment Openness and non-judgment Inquisitive Problem Solving Compassion Diversity Professionalism


ValuesOur fundamental beliefs that shape

how we work toward our mission

Our Operational Values

Our Relational Values Our Operational Values

Our Relational Values

211info

Professionalism

Consumer-Driven

Problem Solving

Inquisitive

Partnership and Collaboration

Compassion

Empowerment

Openness and Non-Judgment

Diversity


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Our Values in Action

CONSUMER DRIVEN: Our consumers are front of mind. Helping people in need is why we are

here. And finding solutions that meet their needs drives every decision we make from the

minute details of how we deliver service to advocating for system-wide change. If you aren't

sure what to do, first ask yourself what the customer needs and forget the rest.

PARTNERSHIPAND COLLABORATION: Without partnerships, we cannot exist. Our success in

serving the client is directly linked to the larger ecosystem that serves the community. And

when our ties with the community are strong, so is our service.

DIVERSITY: We employ and celebrate staff from all walks of life and communities including

varying educational, racial, ethnic, socio-economic and experiential backgrounds.

COMPASSION: 211info is more than an information source. We are a source of empathy,

compassion and answers. Our path is interwoven with our clients path and it is from that

place that we connect with the community on a human level.

What does this mean for

each and every one of us

here at 211info?

211info


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Our Values in Action

PROFESSIONALISM: we provide reliable and accurate data and services. We are an

accredited agency with certified staff.

EMPOWERMENTTHROUGH GUIDANCE: We strive to give our clients the guidance and

information they need to make their own educated decision, giving multiple options and

showing them the path to success.

OPENNESSAND NON-JUDGMENT: We value perspective. We stay impartial in order to meet

the needs of the community We dont assume or judge, we just meet people where they are

at and do our best to help.

INQUISITIVEAND PROBLEM SOLVING: Whether we are working with a client who has complex

needs or navigating the web of health and community service systems, working at 211info

takes creativity, curiosity and a commitment to innovation. In every situation, staff should be

questioning how things can be done better, while going the extra mile to find a solution to

the problem at hand.

What does this mean for

each and every one of us

here at 211info?

211info


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+

TrustedPartner

andConnector

Exceptional

Delivery

Efficient

Insight andInnovation

Reliabilityand

Responsive-ness

Compassionand

Guidance

Clarity ofPurpose

What do we want people to say about us? Now is the time to create

the experience we want our communities to have with 211info.

Our Brand Reputation


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Stand at the frontlines of communityservice and identifyemerging needs and

insights

See every customeras an integral part ofthe art and science

of informationreferral

Be objective andunbiased

Balance local andstatewide

perspectives

Our Value Proposition is the result of our ability to:211info

211info plays a leadership role that no other organization can replicate


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Culture and Leadershipaction strategies

The 211 Story were more than information and referral, were a unique leader in our field.

We are the communitys sentinel. We stand at the front lines of community service and are often the first to

identify emerging needs. Our objectivity and balanced local and statewide perspectives gives us extraordinary

flexibility to problem solve the unique issues of each customer. We see every customer as an integral part of the

art and science of information referral, leveraging our human touchwith the expertise ofhighly trained staff and

innovative delivery systems. This allows us to excel in what makes us truly effective what we call the art of the

second question.

Our Value Proposition


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1. COMPLETE OUR STATEWIDE ROLLOUT2. SECURE SUSTAINABLE FUNDING

3. SECURE STAFFINGAND LEADERSHIP4. DEFINEAND IMPLEMENTA CLEAR ORGANIZATIONAL ROLE

INTERNALLYAND EXTERNALLY

5.

LEVERAGE TECHNOLOGYANDOTHERRESOURCES

Mandates

As we planour future,

some things

are non-

negotiable


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ObjectiveCategories

Weve organized our three-year game

plan into five key categories:

PROGRAMSAND SERVICES

CULTUREANDLEADERSHIP (INSERVICETOOURVALUES)

FUNDINGAND BUSINESS DEVELOPMENT

MARKETING

ADMINISTRATION


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What will we accomplish

over the next three years?


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Programs and Servicesaction strategies


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By 2015: 211info has an effective statewide service model in

place guiding the growth of the organization through 2020.Our Goals for 2012-2013

1. Define the service model, integrating new technologies to

serve our communities

2. Develop a set of decision criteria to determine viability of

potential opportunities

3. Develop a quality assurance/contract compliance program

Our commitment to action


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Culture and Leadershipaction strategies


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By 2015: We are hiring, developing and retaining the talent

necessary for organizational excellence.Our Goals for 2012-2013

1. Develop a comprehensive and universal training program for all staff andstatewide partners

2. Create a Director Succession Plan

3. Develop agency-wide performance reviews

4. Determine the professional development opportunities promoted by theagency

5. Annual retreat for local and state staff

By 2015: 211info has the correct leadership structure in place

(Board, Executive Leadership Team, Managers) to serve the

mission and execute on the strategic plan moving forward.Our Goals for 2012-2013

1. Develop and put into practice the organizational model

2. Develop Board accountability mechanism



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By 2015: We have a high performing culture in place that

personifies our values.Our Goals for 2012-2013

1. Develop a plan for agency-wide rollout and adoption of our

values

2. Create and adopt a set of Leadership Principles that guide our

interactions, behaviors and decisions for the organization



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Funding and Business Developmentaction strategies


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By 2015: 211info has an ongoing, committed and stabilizedmulti-platform funding structure in place.Our Goals for 2012-2013

1. Create a Funding Development Plan that identifying areas of focus andassessing possible sources of revenue

2.

Develop Reserve Funds Strategy

By 2015: 211info has and effective Government Relations

strategy in place.Our Goals for 2012-2013

1. Continue state legislative strategy for 2012 and 2013


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Marketingaction strategies


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By 2015: 211info has a strong and consistent brand identity

with all statewide audiences.Our Goals for 2012-2013

1. Develop a comprehensive, written and 100% adopted Brand Plan

By 2015: 211info has cultivated an internal and external Brand

Community, and is leveraging that community to take action.Our Goals for 2012-2013

1. Have a comprehensive, written and 100% adopted Brand Implementation

Plan for all key markets


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By 2015: 211info has successfully implemented a RelationalMarketing Plan and has built trusted, bi-directional

relationships.Our Goals for 2012-2013

1. Finalize and expand (statewide) our relationship marketing framework(continuing the success of our October, 2011 pilot program)

2. Establish framework for Oregon 211 Network Membership Program

3. Build Government Relations into the Relationship Management Program

4. Implement Customer Relationship Management system


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Administrationaction strategies


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Administrati

on


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By 2015: 211info is managing the administrative structure to

best service our organizational needs and growth strategy.Our Goals for 2012-2013

1. Assess role competencies and create a staffing structure to implementsteps

2. Design Leadership Structure

3. Design Organizational Structure

4. Information Technology: Develop and implement new position


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Administrati

on


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By 2015: 211info has the capacity to successfully complete

and sustain a statewide rollout (facility, staff, equipment and

technology).Our Goals for 2012-2013

1. Assess capacity issues (staff, equipment and technology)

2. Manage facility space to position for growth and quality of service

By 2015: 211info has a technology system that is integratedinto all operational and administrative functions and and

creates efficiencies in our strategic initiatives. Our Goals for 2012-2013

1. Develop and execute on 211infos Technology Plan


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Trust Coordinate Connect Answer Empower

211info strategic plan - 2012

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