Service System Management: Theory to Practice

About this Online Workshop

This workshop will help participants in management level positions to enhance their understanding of systems thinking in planning, managing and delivering services, service system management and how that can look in a variety of program areas including housing and homelessness, children’s services, social assistance and employment.

The workshop will support participants in building action plans, assessing the outcome of initiatives and responding when anticipated outcomes are not achieved. Participants will be able to apply course learnings to address system challenges and take action in their CMSM or DSSAB.

Learning Objectives

Applying Systems Thinking and Accountability to Human Services

Overview of the theory and legislative background for human services program in Ontario

• Discussion about the complexity of roles and responsibilities because of legislative frameworks by program and municipal structure – examples of current challenges
• Sharing information and encouraging discussion about moving beyond the principles of human services integration, reflection of their organization and their approaches, the impacts, and opportunities for future planning.  

Building a Plan | Building on Module 1 (Systems Thinking)

This section will focus on:

• Overview of key steps in building an action plan that includes
• Defining the issue
• Who needs to be involved in the solution both planning and action
• Understanding internal business processes and authorities
• How to create a proposal
• How to build support for your plan (internally including Council and externally with your organization such as the provincial and federal government)

Participants will have a greater understanding of the complexities of the Service System Management role and integration approaches with a focus on accountability of the Service Manager and how to work effectively with your Council, senior leadership and community stakeholders.

Shifting Gears – Evaluating the Outcome of Your Strategy | Building on Module 2 (Building a Plan)

• Assessing strategy outcomes – evaluating progress and delivering on commitments
• High level review of process for reviewing strategy impacts and identifying when results don’t lead to the anticipated outcomes
• Discuss processes to consider when strategies and approaches don’t lead to the planned outcomes
• Identify barriers and solutions-focused approaches to address barriers
• Identify root causes
• Identify key stakeholders and how could they be engaged in solutions
• What would be your action plan including communication approaches

Participants will have the opportunity to work with peers to look at strategies and plans from a variety of perspectives and practice evaluating the outcomes, reviewing situations where outcomes are not met and developing skills to determine next steps

Who Should Attend?

Any staff in a human, social or community services organization.

Duration

6 hours.