CompassCare OT Executive Training Training Session 2 Orientation

Implementation Review How are you doing? How are you doing? How was your 1:1 meeting with your Executive Coach? How was your 1:1 meeting with your Executive Coach? Any Executive ICL issues? Any Executive ICL issues?

II.Training Process Overview A.Embarking on a “Thematic Goal” Optimize 3 Departments CommunicateTrain Staff Streamline Database Marketing Standard Operating Objectives Standard Operating Objectives Administrative Issues Administrative Issues Maintain Financial Health Maintain Financial Health Maintain Patient Services Maintain Patient Services Communicate to Constituents Communicate to Constituents Etc... Etc...

II.Training Process Overview B. Materials orientation OT Manual OT Manual Implementation Checklist Implementation Checklist

II.Training Process Overview C. Corporate Structure

II.Training Process Overview C. Corporate Structure Patient Resources Advancement Medical Services Mission Intersection: Focus of Executive

II.Training Process Overview D. Organizational Assumptions 1. It is not the specific medical services a PRC offers that causes a woman to have her baby but rather the manner in which those services are provided. 2. No sane woman “wants” to have an abortion. 3. Women have abortions because they feel insecure and unsupported. 4. If a woman is afforded peace of mind and security, more often than not she will choose to have her baby.

II.Training Process Overview D. Organizational Assumptions 5. Medical services are essentially educational in nature and add credibility and professionalism to an organization. 6. Women feel more secure when in a controlled and professional environment. 7. Every appointment with an abortion-minded patient is a sales process. 8. The primary product a PRC provides to abortion- minded women is security (e.g. to change fear of the unknown into confidence in the future).

II.Training Process Overview D. Organizational Assumptions 9. There is a constant effort to refine “what works” in order to interface effectively with the surrounding culture: Feedback loops such as Intake Sheets, Exit Surveys, and “What to Expect from Your Appointment” forms fuel ongoing organizational training and refinement.

II.Training Process Overview D. Strategic Objectives 1. To provide the highest standard of service to patients and donors, even beyond their expectations. 2. To be operated by people with varying levels of time, talent, or ability. This enables many people the blessing of participating in erasing the need for abortion. 3. To be a place of impeccable order.

II.Training Process Overview D. Strategic Objectives 4. To be a place of the highest professional standards of excellence. (For example, this would include staff and volunteers observing the dress to code, using the phone system to communicate messages rather than calling out, never bringing children to work, etc.) 5. To document all work done in the PRC in the Optimization Tool. 6. To provide a uniformly predictable service to both patients and donors.

II.Training Process Overview D. Strategic Objectives 7. To utilize a consistent color, dress, and facilities code that has proven results. 8. To measure all patient innovations against two primary questions prior to implementation: Will the innovation cause more abortion-minded women to come to the PRC? Will the innovation cause more abortion-minded women to come to the PRC? Will the innovation cause those abortion-minded women to be more likely to have their baby? Will the innovation cause those abortion-minded women to be more likely to have their baby? 9. To provide peace of mind to women facing unplanned pregnancies.

II.Training Process Overview E. Training Timeline and Process Executive Training Sessions: Executive Training Sessions: 2 nd and 4 th Tuesday of each month for 6 months 2 nd and 4 th Tuesday of each month for 6 months GoTo Meeting, Online and Conference Call GoTo Meeting, Online and Conference Call All New Executives, All Coaches, CompassCare Staff All New Executives, All Coaches, CompassCare Staff New Material, Q&A, ICL Review New Material, Q&A, ICL Review Executive Coaching Meetings: Executive Coaching Meetings: 1 st and 3 rd Tuesday of each month for 6 months 1 st and 3 rd Tuesday of each month for 6 months Phone meeting Phone meeting 1:1 with New Executive and Coach 1:1 with New Executive and Coach Review of Implementation tasks, challenges Review of Implementation tasks, challenges

II.Training Process Overview E. Training Timeline and Process Patient Platform Trainings/Q&A Sessions Patient Platform Trainings/Q&A Sessions 1 st and 3 rd Monday of each month, 4-6 months 1 st and 3 rd Monday of each month, 4-6 months GoTo Meeting, Online and Conference Call GoTo Meeting, Online and Conference Call All new Executives, Nurse Managers, PR Directors All new Executives, Nurse Managers, PR Directors Q&A to discuss assigned Recorded Training Session, ICL items Q&A to discuss assigned Recorded Training Session, ICL items OT Executive PCG Meetings OT Executive PCG Meetings 1 st Tuesday of each month, ongoing 1 st Tuesday of each month, ongoing GoTo Meeting, Online and Conference Call GoTo Meeting, Online and Conference Call All current OT Executives All current OT Executives Metrics review, Network-wide Executive Issues, Innovation Discussions Metrics review, Network-wide Executive Issues, Innovation Discussions

II.Training Process Overview F. Training Expectations Work As a Team Work As a Team Be Vigilant Be Vigilant Maintain Confidentiality Maintain Confidentiality Attend All Training/Q & A Sessions Attend All Training/Q & A Sessions Complete Implementation Checklists on Time Complete Implementation Checklists on Time

Next Steps Review Schedule 1:1 meeting with your Coach Schedule 1:1 meeting with your Coach Brief review of upcoming ICL items Brief review of upcoming ICL items