Balanced Scorecard – Cheshire – 2016 – 2017 (May 19, 2016)

Balance Scorecard 2016 - 2017

Consumer Perspective Assisted Living

• # of people served – Target = 137 Performance Standard (110 – 164) • # days of service – Target = 42,500 Performance Standard (41,225 – 43,775)

Attendant Outreach • # of people served – Target = 167 Performance Standard (134 – 200) • # hours of service – Target = 113,000 Performance Standard (109,610 – 116,390)

Assessments – 795 Performance Standard (676-914) Consumer Experience

• % Satisfaction – Target = 85% • # of issues unresolved at December 31 – Target = 0 • Increase Continuity Rate to average of 5 • Maintain use of agency staff in London to not exceed 45 hours/month

Employee Perspective

• Organizational Turnover under 20% (FT 4%; PT 12%; Casual 4%) (17/18 FT 3%; PT 8%; Casual 4% = 15%)

• % Satisfaction – Target = 85% Financial Perspective MOH expenses to revenue - Balanced Budget (no deficit, surplus less than 1%) Administrative Costs as % of total budget – Target = 13.5 %; Performance Standard (16.2%) Organizational Capacity

• Achieve 80% of Strategic Plan initiatives • Healthy Workplace - continue to work to eliminate workplace injuries

Decrease in # of Health Care claims from 23 in 2014; 23 in 2015 - Maintain Decrease in # of Lost Time claims from 5 in 2013; 6 in 2014, 5 in 2015 -

Maintain Achievement of 2016 Health Goals

• NEER target (2) • Increase use of volunteers – Target 200 – shift from students to retirees • French Language – Annual Report of Francophone clients • Succession Planning in place for BOD & and all key Leadership positions (Finance

Director – summer 2016) (HR Director and Directors of CSS – fall 2016) • Profile and promote Cheshire as a local, provincial, national and international expert on

“supportive independence” for individuals with significant physical difficulties. • HR Department, Finance Department and Community Support Services will each review

at least two core business processes to improve efficiency by at least 10% (either measured by time taken, cost or materials used)

• Indigenous Cultural Competency Training - 35 staff to be trained in 2016/17

System Shared Indicator ALC target of 9.6% (Standard less than 12.7)