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Increasing Internal Customer Satisfaction Through ROMA Assessment

Especially over the past year, organizations have had to be more intentional about the customer satisfaction of one of their most important assets – their “internal customers” (employees). Many of the CSBG Organizational Standards also provide a minimum threshold for how to ensure the overall customer satisfaction system of the organization is established. This webinar covers components of both internal and external customer satisfaction to consider as the CAA moves beyond minimum requirements.

Organized Knowledge is Power: Tips for Data Aggregation and Visualization

Understanding challenges and monitoring or reporting the impact of solutions is often tied to the collection and analysis of data. Join the National Community Action Partnership and U.S. Digital Response in a conversation about identifying and aggregating data sources into a consolidated view or dashboard to help drive smarter decision-making. During this webinar, you’ll hear about USDR’s partnership with the Lawyers’ Committee for Civil Rights Under Law to create the 866-our-vote dashboard during the 2020 elections. This example shows how an organization used the skills and knowledge they gained from U.S. Digital Response on data aggregation and visualization. These skills can be replicated in your Community Action Agency to be used on issues related to your work. You’ll leave with a deeper understanding of data aggregation and with clear tips, takeaways and recommendations to make the data work for you.

Establishing a Customer Focused Approach to Community Action Agency Services

This document provides tips and suggestions for implementing a customer satisfaction system in a community action agency.

Equipping Staff through Robust Orientation & Training

Watch to learn about meeting Organizational Standards 7.8 and 7.9, as well as components of orientation and training to consider as the CAA moves from meeting to exceeding the standards.

Evaluating Strategic Plan Progress with Agency-Wide Scorecards

Organizational Standards 6.5 and 9.3 focus on reporting progress toward strategic plan goals (6.5), as well as an analysis of outcomes and associated adjustments to the board on at least an annual basis. While the minimum requirement is to report this information once a year, there are ways to involve the Board and communicate the information clearly so they can better fulfill their role of governance and oversight. Watch this webinar to learn about meeting this standard, as well as utilizing a scorecard or dashboard to organize and communicate data, as well as other promising practices to move beyond compliance.

The Board’s Role in Setting the Mission & Direction of the CAA

Organizational Standard 4.1 states that the Board reviews the organization’s mission statement within the last 5 years and ensures that it addresses poverty and the programs and services of the agency align with it. While the minimum requirement is the review, the Board has a fundamental duty to set the mission and direction of the organization. Watch this webinar to learn about meeting this standard, as well as leveraging Strategic Planning (Category 6) and promising practices to move beyond compliance.

Leveraging Crisis as a Springboard for Action and Innovation

During this session, participants heard Garrett County Community Action Committee Inc.’s ARRA story and the ways that it motivated the agency’s shift to service integration and 2Gen/Whole Family Approach initiatives. Additionally, the Garrett County team shared opportunities or areas of pivot that staff are currently considering in the current crisis to inspire other CAAs to be more strategic with their CARES investments.

Continuous Quality Improvement Toolkit

Continuous Quality Improvement is a module within a series based on material produced by the Community Action Partnership and the Association of Nationally Certified ROMA Trainers (ANCRT). The series is comprised of a variety of recorded webinars, workshop PowerPoints, facilitator guides, case study examples, and associated resources. The curriculum is based on foundational ROMA principles and practices, exploring the focus areas for ROMA Next Generation and highlighting how all the elements of the Performance Management Framework fit together.

Taking Action on Financial Well-Being in Times of Stress

During this time of extreme uncertainty and hardship, people’s main financial concerns are likely immediate and stressful. Practitioners, however, can still support action towards financial wellbeing through meaningful connection to the financial future people want. By bringing a mindset of equity to these conversations, you can reduce anxiety and shame about money to help people feel more in control. This means shifting from an emphasis of personal responsibility to integrate how inequitable systems limit what choices are available to people.

Based on recent research with practitioners in April and May 2020, The Prosperity Agenda will share ways for organizations to deepen their financial conversations. For organizations who do not typically talk about money, they’ll offer an accessible way to discuss money that acknowledges strengths and inequities. Presented by: The Prosperity Agenda

Leadership During Crisis: Northern Kentucky CAC

CAPLAW and the National Community Action Partnership have put together this case study to discuss some of the ways that Northern Kentucky Community Action Commission has adapted to the pandemic, ensuring governance compliance while continuing to meet customer needs.

Leadership During Crisis: Pro Action Case Study

CAPLAW and the National Community Action Partnership have put together this case study to discuss some of the ways that Pro Action of Steuben and Yates, Inc. has adapted to the pandemic, which we hope will inspire and encourage other CAAs considering similar measures.

Effective Governance Despite Challenging Times

Watch this webinar with CAPLAW to learn more about covering board meetings during COVID-19, including virtual meetings and compliance with open meeting laws – including specific CAA examples.

From Risk Assessment to Comprehensive Risk Management

Organizational Standard 4.6 requires an organization-wide, comprehensive risk assessment to be done every two years and reported to the governing board. Watch this webinar to learn about meeting this standard, as well as risk management tools, resources, and promising practices to move beyond compliance.

Leveraging Partnerships in COVID-19 Response & Recovery

This brief highlights practices that local CAAs can engage in to establish new partnerships or collaborative relationships and describes some of the learnings from Capstone Community Action as they convened resources to assist families in crisis.

Centering Racial Equity in Housing Needs with the National Alliance to End Homelessness

The NAEH provided an overview of housing needs with the COVID-19 framework and discussed why race equity is at the center of responses and steps that programs and localities can be taking into account to move toward a more equitable response to homelessness and housing needs, including access to resources, attention to outcomes, understanding of contributing factors.

 

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For assistance with Management & Operations resources, please contact: Courtney Kohler

For assistance with Census 2020 resources, please contact: Lindsay Marsh