Originally printed in the Baltimore Business Journal

One of Super Bowl XLI’s most controversial advertisements – “Life Comes at You Fast” starring Kevin Federline, courtesy of Nationwide Insurance – conveyed a compelling message for executives, board members, contributors and consumers of not-for-profi t services and programming. Through his riches-to-rags video, Federline, also known as Bri� ney Spears’ ex-fl ame, demonstrated the way life changes, o� en in a dramatic and unexpected way. The message is clear: It is be� er to be prepared for inevitable changes, than to wait for life’s changes to overtake you.

For years, the not-for-profi t sector has go� en by simply by ge� ing by. It was enough for not-for-profi ts to communicate through heart-rending dramatizations of children suff ering the pangs of hunger, the tragedies of homelessness or an elderly person si� ing alone in a room. But the expressive paradigm of

need – no ma� er how worthy – was no

longer suffi cient once the winds of change swept across

the not-for-profi t landscape.

The Sarbanes-Oxley Act of 2002 demanded increased scrutiny – the result of corporate and accounting scandals – forcing not-for-profi ts to join with their corporate cousins to rethink policies and practices related

SOUNDINGCHI

MES

April 2007, Volume 16, Number 4Delaware Edition

enough for not-for-profi ts to communicate

need – no ma� er how worthy – was no

longer suffi cient once the winds of change swept across

the not-for-profi t landscape.

The Sarbanes-Oxley Act

Message from Terry Allen Perl, President & CEO

How a Super Bowl Commercial Could Save Your Favorite Not-for-Profit...

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to structure, governance, accountability and fiduciary responsibility.

All the platitudes about doing good, being a good neighbor and rescuing those in distress notwithstanding, this business of health and human services is just that – a business. As such, it demands efficiency, effectiveness and – it must be said – an entrepreneurial zeal. While the stories are compelling, charity’s most powerful allies are the business practices that keep the for-profit economy moving.

Quality – Get to ItIncorporating quality into an organization improves efficiency and effectiveness, which results in stakeholder satisfaction. Each individual who comes into contact with an organization deserves, expects and demands supports and services provided at the highest levels one can possibly muster.

Facilities must be more than clean; they must be sparkling, updated and welcoming. Programs must be more than caretaking services; they must provide meaningful activity, individualized to each participant’s wants and needs. That concept of quality goes beyond the outreach to clients and extends to the business community at large, including staff.

As in the corporate sector, employees play a critical role. Not only are they providing hands-on, necessary service to clients, they are ambassadors, telling others about the worthiness – or unworthiness – of a venture. It’s not news that we have moved from a manufacturing base to a service-oriented platform. So, too, must charities endeavor to put into practice service-focused initiatives.

Times Are a Changin’...Be the First to ReinventReinventing an organization goes beyond lip service. For example, the Be�er Business Bureau’s Wise Giving Alliance Standards evaluate national charities against a clearly defined set of standards and report the results. The rigorous examination demands accountability in governance and oversight, effectiveness, finances, fundraising and communications. Similarly, Maryland’s Performance Excellence Awards program bases its criteria on the Baldrige Criteria for Performance Excellence. The process demands

that an organization take an unflinching look at itself – with emphasis paid to such aspects as leadership, strategic planning, customer and market focus, human resources and process management.

That self-assessment provides the measurable data, allowing one to see the gaps in service, accountability or accomplishment. Using established benchmarks for success, such as incorporating the Baldrige criteria, leads to outcomes measurements and performance indicators – what happened? – instead of a process orientation focusing on policy and compliance – how one went about it.

Certainly, checkbook charity has its place, but, increasingly, organizations may want to consider adopting for-profit models of entrepreneurship. For example, a fee-for-service model in mental health, addictions or vocational services is a win-win. Participants receive the training and treatment they need, with fees covered by government contracts, insurance and private pay. Securing large-scale work contracts promotes employment while bringing in revenue to support treatment and training programs.

The One Constant? ChangeDoes yesterday’s success guarantee tomorrow’s fame and fortune? Not according to Nationwide Insurance, which has built a campaign poking fun at Hollywood has-beens. Don’t let this happen to your charity. A truly accountable and responsive organization constantly seeks to improve its creation and delivery of services, resulting in more clients and more support from the community at large. To be sure, not-for-profits and nonprofits do not exist in a vacuum. They must be cognizant of the real-world influences on their mission. The future of today’s charity organizations – which raised some $260 billion in 2005 in the United States – could not be clearer. To succeed, grow and thrive, these organizations must adapt the successful, quantifiable practices of the corporate sector.

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The University of Delaware Center for Disabilities Studies called a meeting with all the provider agencies in Delaware in May 2003. The U of D CDS wanted to apply for the Centers for Medicare and Medicaid Services (CMS) Workforce Demonstration Project Grant. The focus CDS would take would be on recruitment and retention of Direct Support Professionals. They needed to partner with several agencies to accomplish this. A� er much discussion, Chimes DE (along with 3 other agencies) commi� ed to the project.

During the past 3 years 90% of our Residential and Vocational staff (up to and including Supervisors) a� ended training on VALUES CLARIFICATION and VALUES ALIGNMENT. A mentor program began with Chimes sending staff to the 3 diff erent “ train the mentor” classes. For 2 years all new DSP’s were matched with a mentor statewide. Much time and paperwork went into this partnership.

Anne Laird became the “go to” person from Chimes and CDS. She facilitated all the training, matched the mentors, kept the records and a� ended all of the meetings. We had our fi nal partner luncheon meeting April 3, 2007. The last

item of business was the award presentation. Each agency received a plaque from the CDS team. One of the team members began to talk about a “special” award to be presented to the person that gave 100% of herself, never said “I can’t do that”, gave paperwork to them in a timely

manner and always took the lead among the partners. Much to her surprise they announced “that person is Anne Laird from Chimes”. Anne was presented a keepsake clock with a star pendulum and engraving. Very o� en we do all we can and have inner satisfaction. This public acknowledgment brought a tear of joy to Anne’s eyes. Anne stated she “ will use what she learned from this experience and continue to do her very best”.

the award presentation. Each agency received a plaque from the CDS team. One of the team members began to talk about a “special” award to be presented to the person that gave 100% of herself, never said “I can’t do that”, gave paperwork to them in a timely

A Job Well Done Recognized

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MEMOTo: All StaffFrom: Don Bilyew, Director of Quality EnhancementSubject: Summary of Quarterly Satisfaction Index ReportDate: April 12, 2007

Every quarter the Quality Enhancement Department completes a report called the Satisfaction Index Report. The report provides and analyzes information on commendations and complaints that the agency has received, citations from DDDS site surveys, admissions, discharges, and referrals for services. We would like to share some of the highlights of that information with all of you through the means of a memo every quarter.

For the January 2007 – March 2007 quarter:

Total Commendations: 9Departments Receiving Commendations Sources of CommendationsAdministration 6 Families 2Residential 1 DDDS/DVR 2Vocational 2 Community 1

Staff 4

Total Complaints: 1Departments Receiving Commendations Sources of CommendationsAdministration 0 Families 0Residential 1 DDDS/DVR 0Vocational 0 Community 1

Staff 0

Total DDDS Site Survey Citations: 5 site surveys with 22 citationsSite PercentageForest Lane 99%Howell School Road 97%Landings 92%Mill Creek 93.7%Smyrna Avenue 98%

Please note that DDDS made changes in the citation system. Due to these changes, our number of citations will be higher than in the past.

Admissions, Discharges, and ReferralsResidential: During the quarter, there were zero admissions. There was one

discharge. There were three referrals for services.

Vocational: During the quarter, eight admissions and one discharge. There were eight referrals for services.

Division of Vocational Rehabilitation:

During the quarter, there were four admissions and eight discharges. There were four referrals for services.

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New Hires - February

Chimes Delaware - AnniversariesSheila Friedman 4/4/94 13Doris Briers 4/10/95 12Patricia Gardner 4/26/99 8Charlotte Cherry 4/1/00 7Brenda Davis 4/1/00 7Judy DiBetta 4/1/00 7Joyce Furrowh 4/1/00 7Mary Muhammed 4/1/00 7Madelyn Rongstad 4/1/00 7Leon Witter 4/1/00 7Anna Lamm 4/27/00 7Dave Black 4/23/01 6Richard Mageto 4/15/02 5Michael Mahaffey 4/15/02 5Dimikka Waites 4/7/03 4Viola Montgomery 4/7/03 4Bonnie Bloomer 4/7/03 4

Kathleen Davis 4/7/03 4Esther Mururu 4/30/03 4Judy Kuria 4/30/03 4Anne Kaesa 4/30/03 4Donnell Custis 4/5/04 3Isaac Harris, Jr. 4/5/04 3Sherral Blake 4/18/05 2Tyeica Gaines 4/18/05 2Anita Jernigan 4/18/05 2Oluseyi Adedoyin 4/3/06 1Shannon Brady 4/3/06 1LaToya Burbage 4/3/06 1Peter Kagagi 4/3/06 1Jennifer Kaiser 4/3/06 1Gladys Kamanja 4/3/06 1Edith Lewis 4/3/06 1

Ade Rosenje Job Coach – Supported EmploymentAdriene Browne DSPArtis Baker Job CoachBetty Alessandrini Job Coach – Supported EmploymentCecilia Tarphen DSPDiane Wischlburger DSPElizabeth Momoh DSPEmanuel Hallowell Job Coach – Supported EmploymentJeanne Owens Work Services Supervisor– MillsboroJerusha Yarsiah DSPYolanda Patton Job Coach

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Sounding Chimes is a monthly publication of

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Please submit articles for Sounding Chimes to nsanmiguel@chimes.org by the 15th of each month.

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“Growing up, my parents always said, ‘You will leave this

world the same way you came into it: with nothing.’ It made me realize

that the only things we do in this world that count are those things that make

the world a better place for those who will come behind us.”

~Tyrone B. HayesBiologist, herptologist, and National

Geographic Emerging Explorer