2.  Current 5 year strategic plan has expired  New 3 year plan required 2

3.  It’s a road map or a pathway  It says what you want to achieve or where you want to go, and how you are going to get there in a set time frame 3

4.  Government policy and funding framework e.g. NDIS  More power to the consumer - Client Directed Care  Consolidation of industry players  Jostling for market share in growing ageing population  Geographic limitations on client pool  Increasing financial sustainability risk  Mobile workforce  What else??? 4

5.  Think about some critical questions  Check what has changed since the last plan and what is likely to change in the future  SWOT analysis  Think about what you’d really like to achieve  Consult  Build the plan 5

6.  Who are you and what do you do?  What are you selling?  Who are you selling to?  How are you selling it?  Where does the money come from? 6

7. According to FBC’s Constitution: The purpose of Family Based Care Association North West Incorporated is to provide individualised support for people with a disability, the frail aged and their carers which will enable people with disabilities to remain independent in their own homes for as long as possible. 7

8.  Staff are key ambassadors for FBC  Staff are the organisation’s interface with clients  What you think matters  196 staff invitations to complete online survey over 2 ½ week period in June  96 responses with some incomplete surveys 8

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10.  Is your stated purpose accurate?  Are you doing what you say you are meant to be doing?  Should you be doing something different? 10

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13. What do those two word clouds tell you? 13

14.  Of the 96 respondents, 65 had direct contact with clients  Of those, the most common compliment heard about FBC from clients is how friendly, helpful and caring support workers are and that they go the extra mile (34 responses)  The quality of the service was second most common (14 responses)  No compliments were recorded by 7 respondents 14

15.  The most common complaint heard by staff with direct contact with clients relates to communication between FBC and client, particularly knowing in advance who will be coming (34 responses)  No complaints were noted by 10 respondents  Insufficient hours available for care was third most common complaint (7 responses) 15

16.  Clients very appreciative of the support they receive from helpful, caring support staff.  Clients want certainty about who is going to care for them and when. 16

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18. If there was one change that would improve the way you do your job, what would it be?  Internal communications (12 responses)  Rostering (11 responses)  Nothing (11 responses)  Training/professional development (9 responses)  More hours for client care (7 responses) 18

19.  Indicated a desire for more training and professional development opportunities.  Internal communication could be improved particularly in relation to rosters.  Staff highly value being of service to others and having a safe workplace. 19

20. Think about what sets FBC apart from others in the market...  FBC provides client care from cradle to grave  Localness. Located in the community in which it operates  Largest local based service provider for clients in their own home  Low staff turnover compared to industry standard  Non faith-based  What else??? 20

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22.  Workforce – well trained, professional, flexible, caring and valued  Agile, responsive and efficient business operation  Excellent, high quality client-focused care  Well-managed internal and external stakeholder relationships  An eye to the future 22

23.  Survey monkey to staff unable to attend and opportunity to contribute  Draft plan to 15 August FBC Board meeting  Amendment period  Plan presented at AGM in September Thank you for your participation today. 23