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Service Coordination

Overview

During the CSWB research phase, Service network improvements were identified through consultations and asset mapping. Specifically, improvements to system coordination and service navigation. Adding further complexity to the service network are the numerous planning tables and committees (76) that exist in North Bay. This adds another layer of system connections, relationships, and community planning activity that also influences network performance and community outcomes.

Given the size and complexity of the service network, it follows suit that the mix of community programs/ services and strategies is equally busy. Approximately 145 programs/ services and over 100 community strategies addressing various aspects of safety and well-being have been identified. These numbers should be viewed as a minimum as many organizations were unable to complete the survey.

Although collaboration was identified as a strength in surveys and consultations, some participants mentioned concerns surrounding the silo of sectors and service providers and meaningful participation. This was attributed to the lack of resources and increased workloads, with staff burnout and the overall feeling of organizational busyness as an inefficiency. Lastly, participants noted that there is confusion regarding priorities in the community, which can be observed in the varying priorities across planning tables and committees.

Outcomes: 

  • Community resources are coordinated and aligned to CSWB Plan.
  • The response matches the need: individuals are receiving the right response at the right
    time by the right service provider.
  • Clients can navigate and access services easier and more effectively.
  • Increased level of satisfaction of collaboration by the service network organizations/
    agencies.

Performance Measures:

  • Improved service network coordination.
  • Decreased non-crime related incidence response.
  • Local police, emergency medical services, and fire services data

Actions Timelines Output Indicators  Status Partners Needed

Through the Gateway Hub Executive Committee, service
system organizations adopt a common purpose and vision for community safety and well-being in
North Bay

  1 Year 
  • Alignment of purpose, resources, and outcomes
  • Improved system coordination
   Service Network 

Conduct a review of the existing
planning tables and committees,
which includes:

  • Membership
  • Purpose/mandate(s)
  • Outcomes
 1 year 
  • Identification of gaps and duplications in work
  • Identification of coordination opportunities
  

Actions Timelines Output Indicators Status Partners Needed
Determine a lead agency who will ensure that the various service directories are updated and consistent. 1 Year
  • Identification of a lead agency
   Service Network
Enhance and regularly update the
Nipissing Service Collaborative
website (the NSC directory could also be incorporated into an information kiosk)		 1 year
  • up to date online service inventory 
  
Develop and regularly maintain a
hard-copy service directory.		 1 year
  • Up to date hard-copy service directory
  
Explore the creation of a mobile
app service directory.		 1-3 years
  • Up to date mobile phone service directory
  
Explore the creation of a telephone
service directory.		 1-3 Years
  • Up to date telephone service directory
  
Explore the creation of a kiosk-style
directory service to provide in-person service navigation at
various locations in the city (e.g. in
malls).		 1-3 years
  • Up to date in-person service directory 
  
Promote all service directories in
the community.		 1 year
  • Service network promotional efforts
  

Actions Timelines Output Indicators Status Partners Needed
Develop a communication strategy
for communicating with the media
and public on community safety
and well-being (this includes
reducing stigma and
misinformation). The strategy
should include the following
components:		 1 year
  • Communications strategy
  • Educational campaigns
  • Media coverage
   Identify
organizations in
the service
network to take
this lead.

1. Increase community awareness
of the services available in the
community and link the public to
the service directories and
information kiosks (see strategy
#2)

 1 year
  • Education sessions
  • Media coverage
  

2. Promote “good news stories” of local service network successes.

 1 year
  • Sentiment score/rank
  • Positive media coverage
  
3. Provide public reporting on the
progress of the CSWB Plan
through report cards and interactive dashboards available
on the CSWB website.		 1 year
  • The development of statistical dashboards with CSWB indicators and other relevant information and data.
  
  • Analysts, statisticians, and IT staff from network organizations

Actions  Timelines Output Indicators Status Partners Needed
Explore opportunities for service
centralization and shared service
delivery following a hub or wraparound model. This could include a centralized intake and common
referral process.		 1-3 years
  • Single-point access for services
  • Partnership(s)
  • Funding source
  
  • Implementation Committee
  • Service network
  • Nurture North
  • Nipissing Mental
    Health Housing
    and Support
    Services
  • Hands The
    Family Health
    Network
  • Others as
    identified
Building on the planning work to
date, systematically review all
programs, services, and supports
offered in the community with a
view of improving service delivery
for clients and citizens.		 1-3 years
  • Similar programs are aligned and coordinated and gaps in services are filled
  
Enable or expand existing data
sharing agreements between
network organizations so
information, data, and knowledge
can be shared and acted on
collectively.		 1-3 years
  • Data sharing agreements are in place and CSWB data (for example, indicator data) is being collected across the network and housed in a central data repository for analysis to inform, planning, service delivery, and reporting.
  
With the above agreements in
place, share ‘by name’ lists
between organizations so the
proper interventions and supports/
services can be put in place.		 1-3 years
  • Vulnerable and hard to serve populations are being served effectively through coordinated and collective planning and service delivery.
  

 

Contact
Brent Kalinowski
Community Safety & Well-Being Coordinator
brent.kalinowski@northbay.ca (705) 474-0400 x.2316