SERVICE DELIVERY AND THE STRATEGIC PLAN

The strategic plan sets or reaffirms an organization's vision and mission statements, its strategic goals and objectives, and the organizational mandates. These elements dictate the makeup of the implementation or operational plan, which includes service delivery. "Service delivery" is not just a word. It is at the core of the implementation of the strategic plan of a nonprofit organization. It can take different forms based on the programmatic areas of an organization. For some organizations, service delivery means providing direct assistance to client on a first come, first served basis (e.g., a food pantry). For other organizations, service delivery is case management for children and/or families (e.g., a foster care agency). For another organization, service delivery means organizing a community outreach program to increase awareness on a particular issue (e.g., community outreach agency). In another case, it might be the organization of training (e.g., continuing education) or a formal education program (e.g., school, college, university). Box 18.1 provides an illustration based on the priorities for service delivery set by the Delta Community Center.

Box 18.1 Service Delivery Strategic Plan of Delta Community Center

PRIORITY 1

Delta Community Center will ensure that those most in need have access to basic needs, such as shelter and food, by connecting the homeless, working poor, elderly, disabled, and victims of violent crimes to core services available in our metropolitan area.

STRATEGIES

Increase the effectiveness of existing and new programs through the implementation of innovative service delivery models with increased emphasis on accountability and performance-based assessments.

Enhance the referral program to delivery systems of core services, including shelter, utility assistance, housing, and food to vulnerable populations.

Enhance the coordination of emergency programs to streamline client access to services.

PRIORITY 2

Delta Community Center will empower all residents to live in safe, affordable housing and achieve economic self-sufficiency through access to social, employment, and other economic resources needed to maximize their quality of life.

STRATEGIES

Develop community collaborations to provide at-risk populations, including the disabled, elderly, and chronically homeless, with access to supportive services leading to greater self-sufficiency.

Develop a new service delivery system that facilitates more efficient linkages to job training and other employment and educational resources empowering low-income households to earn a living wage.

Develop efficiency, effectiveness, and quality measures to promote effective program management and responsible fiduciary stewardship of fiscal resources.

PRIORITY 3

Delta Community Center will promote rich, diverse, and innovative networks of public and community programs, services, and facilities to maximize the potential of our target population.

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STRATEGIES

Develop new and innovative mechanisms to improve the alignment and efficiency of local social services resources to meet neighborhood needs.

Provide technical assistance to partner community-based organizations by promoting awareness of social services issues and developing their ability to actively respond to these needs.

Assist community partners in identifying resources and developing strategies to increase their capacity to provide health, education, and economic opportunity services.

Enhance and expand the formal and informal networks connecting the social services sector (nonprofits, faith community, etc.) to individuals and families in high-need neighborhoods.

 
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