The Road from Surviving to Thriving: Strategies for Building Internal Capacity over the Long Term By: Wendy Gradison, President and CEO of PRS, Inc

“Some critics will write ‘Maya Angelou is a natural writer’ – which is right after being a natural heart surgeon.” - Maya Angelou

Key factors: 1)Having the right people working with me. 2)Having the right processes in place and being followed.

People do what you inspect. Not what you expect.

PROFESSIONAL INTELLIGENCE: The ability to take ownership and responsibility for one’s workplace behaviors and to modulate them to work effectively with others. (Employee’s demonstrated ability to be open to candid feedback, new perspectives, and self- development; the demonstrated ability to stay composed, positive, and unflappable even in trying moments; the demonstrated ability to admit his/her own mistakes and move forward in a positive manner; demonstrated ability to meet commitments and hold him/herself accountable for meeting performance objectives.)

“The single biggest problem with communication is the illusion that it has taken place.” - George Bernard Shaw

Communicate before we activate.

“Not everything that can be counted counts, and not everything that counts can be counted.” - Albert Einstein

You cannot improve what you cannot measure.

PRS Balanced Scorecard PRS BALANCED SCORECARD Customer Scorecard MetricRedGreenCurrentYTDLast YearOwnerStatus % People employed (M) 26%35% Nova % People volunteering (M) 10%15% Tom % People in school 5%15% Tom

PRS Balanced Scorecard ES EMPLOYMENT CASCADING SCORECARD Customer Focus MetricRedGreenCurrentYTDOwnerStatus Median hourly wage (M) $7.25$8.20 Nova Median time between job development & start date of job (Q) 6 mo.3 mo. Nova Employed Clients through Arlington Co Contract 30%45% Nova Employed Clients through Fairfax Co Contract 30%45% Nova Employed Clients through Non County Contracts 45%60% Nova DRS Rehab Rate (90 days post LTESS/#Job Development Clients) (Q) 57%60% Nova

PRS Balanced Scorecard PRS BALANCED SCORECARD Employee Scorecard MetricRedGreenCurrentYTDLast YearOwnerStatus Total Turnover >16%<12% Virginia Turnover Voluntary (Q) >10%<7% Virginia Turnover Involuntary (Q) >10%<8% Virginia Performance Review Ratings (Q) <3 rating>4+ rating Virginia Employee Tenure (Median) (Q) 25+ Virginia

PRS Balanced Scorecard ES (cont.) EMPLOYMENT CASCADING SCORECARD Employee Focus MetricRedGreenCurrentYTDOwnerStatus Quick Pulse Survey: Staff Satisfaction with Case Load (M) 78 Nova Quick Pulse Survey: Availability of Supervisor (M) 78 Nova Quick Pulse Survey: Availability of Co-Workers (M) 78 Nova

PRS Balanced Scorecard (cont.) PRS BALANCED SCORECARD Financial Scorecard MetricRedGreenCurrentYTD Last YearOwnerStatus Revenue over Cost (net of investments) (M) <2.5%>4% Joe Overhead Rate (M) >25% or <15% >15% and <22% Joe Diversification of Funding /Concentration of Risk (net of investments)(M) Single source >44% No single source >42% Joe Total revenue growth (net of investments) (M) <0.5%>1% Joe Number of Donors: All Sources (Q) Q1 – 8 Q Q Q Q1 – 10 Q Q Q Meredith Revenue from Fundraising (net of investments) (Q) Q1-3.27% Q % Q3-7.62% Q4-7.37% Q1-3.92% Q2-12.1% Q3-9.22% Q4-9.02% Meredith DRS Authorized Hour Utilization <80%>85% Nova Operating Reserves (M) 25% Cur (-) 50% Cur (+) Joe

PRS Balanced Scorecard RA (cont.) Financial Impact MetricRedGreenCurrentYTDOwnerStatus # Medicaid units met (M) - VA (target 1376 for each site) 2751 / / Tom # Billable units (includes Medicaid, MCO, Local) met (M) - DC 203 / / 1200 Tom Number of clients served by Recovery Academy will increase by 15% from 374 to 430 in FY14 (56 Clients, net inc 4.67 per mo) 4 / 245 / 30 Tom RECOVERY ACADEMY SERVICES CASCADING SCORECARD

PRS Balanced Scorecard (cont.) PRS BALANCED SCORECARD Infrastructure Scorecard MetricRedGreenCurrentYTDFY12OwnerStatus Timely Completion of Performance Evaluations (M) >50% are over 30 days from due date >85% within 30 days from due date Virginia

PRS Balanced Scorecard RA (cont.) RECOVERY ACADEMY SERVICES CASCADING SCORECARD Infrastructure MetricRedGreenCurrentYTDOwnerStatus Average Monthly Attendance (units) per client (Units / Active clients) (M) - MV <19.7>19.7 Tom Average Monthly Attendance (units) per client (Units / Active clients) (M) - TY <19.7>19.7 Successful course completion (using the Post Test and 70% group attendance) (Q) 50%80% Tom % Staff Successfully Meeting Targets (Face -to-face meeting at least every two week per client with at least 85% of clients) 90%95% Tom Audit / Timely & Accurate completion of records (Q) 90%95% Tom Time (days) between referrals / contact from previous month (separate by site) 53 Tom

PRS Leadership Team

Questions? Comments? Wendy Gradison, LCSW President & Chief Executive Officer