Beyond Reporting: Using Dashboards to Take Your Agency to the Next Level Kelsey Louie, MSW, MBA Chief Executive Officer Gay Men’s Health Crisis 6/16/16

Dashboards “If you can’t measure it, you can’t improve it” --Peter Drucker

An easy to read, often single page, real-time report, showing a graphical presentation of the current status (snapshot) and historical trends of an organization’s key performance indicators to enable instantaneous and informed decisions to be made at a glance --Peter McFadden, CEO of Excel Dashboard Widgets "What is Dashboard Reporting" What is a Dashboard?

Similar to the dashboard in your car, a performance management dashboard is a display of various meters, gauges and lights that give you up-to-date information on the current status of your organization. The metrics used in dashboards should tell a manager how their organization or department is performing Dashboards are very user specific. The dashboard metrics do not inherently tell you whether the results are positive or negative; this is left up to the user’s own interpretation of the data.

Purposes Visual presentation of performance measures Ability to identify and correct negative trends Measure efficiencies/inefficiencies Ability to generate detailed reports showing new trends Ability to make more informed decisions based on collected business intelligence Align strategies and organizational goals Saves time compared to running multiple reports Gain total visibility of all systems instantly Quick identification of data outliers and correlations

Strategic Benefits Effective monitoring of business operations Effective communication of information Effective sharing of information Better decision-making process

Tactical Benefits Ability to reach and consolidate relevant data from one or multiple sources Access to up-to-date information Organization and presentation of information in a way that can be absorbed immediately by staff and other key stakeholders Effective and standard formatting of business reports Easy and fast access to information for better decision making Performance aligned with targets, goals and objectives Enhanced analytical tools Increased communication, prioritization and accountability

Additional Benefits Enhanced skills for managers Builds confidence of others (staff, board, funders, etc.) Operational efficiencies can lead to programmatic opportunities More time for strategic thinking and innovation Reduces the need for ad hoc reports and data gathering

Scorecards Scorecards are the performance management tool that compares strategic goals with results. This tool is typically a top-down approach that allows management to implement its strategy by aligning performance with goals. Similar to a grade school report card, the scorecard measures periodic results (weekly, monthly, quarterly, annually) against a predetermined goal, allowing users to gauge how their performance stacks up against expectations. Dashboard vs Scorecard

Challenges Deciding which metrics to track Building the actual tool Remembering that it is primarily a management tool, then a reporting tool You create it. You change it. Getting buy in The investment in time is well worth it. This is documented widely.

Implementation Challenges Data inaccuracy Practice makes perfect, source data, Project Manager Lack of stakeholder involvement YOU! Disconnect with organizational goals Continual tweaking Lack of context Discussions/narratives Unattractive visual display Project Manager

Human Resources Dashboard /15/20161/1/2017 FY TargetFY Start DateFY End DateJan-16Feb-16Mar-16 TargetActualTargetActualTargetActual Department Operations Total PAF's Received - Correct95%1/1/201612/31/201695%85%95%90%95%100% Staff hired without Reference Checks0%1/1/201612/31/20160%40%0%20%0% # RequestsDescriptive1/1/201612/31/2016Descriptive33Descriptive # Phone RequestsDescriptive1/1/201612/31/2016Descriptive12Descriptive # of Walk InsDescriptive1/1/201612/31/2016Descriptive22Descriptive25 28 # Employee Relations MattersDescriptive1/1/201612/31/2016Descriptive1 113 # ADP Discrepancies01/1/201612/31/ Service Delivery # Employee Consultations241/1/201612/31/2016Descriptive2 011 # Management Consultations241/1/201612/31/2016Descriptive4 754 # HR Lunch 'n Learn Sessions121/1/201612/31/ # Management Trainings121/1/201612/31/ # HR Investigations01/1/201612/31/2016Descriptive0 210 # Testing Center Visits (Semi-Monthly) 61/1/201612/31/ Contract or Budget Management # of Variance Meetings121/1/201612/31/ Budget Spent98%1/1/201612/31/201698%99%98%88%98%110% Spending Rate Variance0%1/1/201612/31/2016-2%-1%-2%-12%-2%10% Human Resources # of Management Positions Vacant01/1/201612/31/ # of Line Staff Positions Vacant01/1/201612/31/ # of Staff on Progressive Discipline01/1/201612/31/ # of Terminations01/1/201612/31/ # of Resignations with <2 Weeks Notice01/1/201612/31/

6/14/20161/1/2017 Mental Health Dashboard 2016 FY TargetFY Start DateFY End DateJan-16Feb-16Mar-16 TargetActualTargetActualTargetActual Program or Department Operations Treatment/Clinical Docs Completeness (per audit)100%1/1/201612/31/ %94%100%94%100%92% Eligibility Docs Current and Acceptable (per audit)100%1/1/201612/31/ %93%100%98%100%98% Funder Trainings61/1/201612/31/ Program or Department Service Delivery # of active clients in the program 1301/1/201612/31/ # of cases with no activity of more than 30 days 21/1/201612/31/ avg days from outreach to 1st intake appt scheduled 51/1/201612/31/ avg days from intake appt completed to Initial Tx session 151/1/201612/31/ % no show of on-going scheduled appointments 10%1/1/201612/31/201610%18%10%27%10%24% Contract Deliverables Care Coordination - Primary Care Provider 511/1/201612/31/ Group Counseling - MH 3321/1/201612/31/ Individual Counseling - MH 2631/1/201612/31/ Treatment Adherence Counseling - Individual 601/1/201612/31/ Reassessment 341/1/201612/31/ Service Plan Development 201/1/201612/31/ # of Program Contract Reports Submitted on Time12 1/1/201612/31/ Contract or Budget Management # of Variance Meetings121/1/201612/31/ Budget Spent $ 191, /1/201612/31/2016 $ 38, $ 38, $ 38, $ 39, $ 38, $ 38, Spending Rate Variance+/-1%1/1/201612/31/2016+/-1%2%+/-1%-2%+/-1%-1% Triad Management Data Driven Administrative Supervision (#)601/1/201612/31/ Skills Building Supervision Hours1201/1/201612/31/ # of CQI Meetingsdescriptive1/1/201612/31/2016D1D0D2 # of open CQI projects with a workplandescriptive1/1/201612/31/ # of Triad Meetings121/1/201612/31/ Human Resources # of Management Positions Vacant01/1/201612/31/ # of Line Staff Positions Vacant01/1/201612/31/ # of Staff on Progressive Discipline01/1/201612/31/ # of Terminations01/1/201612/31/ # of Resignations with <30 Days Notice01/1/201612/31/

How dashboards fit into a larger management paradigm Data-Driven Administrative Supervision (DDAS) Skills Building Continuous Quality Improvement

Questions??? Thank you!