Annex 2 to 2015-16 NFCAB Business Plan
New Forest Citizens Advice Bureau: Business Plan 2015-16: Objectives
Notes:
- See corresponding contextual sections in main body of Business Plan
- These Objectives do not attempt to capture total Bureau activity, just key topics requiring fresh attention
- This version limits identification of responsibility to Bureau officers except where there are already agreed contributory roles from Trustees and Volunteers
Topic / Objective / Activities / Priority/Timescale
*=high priority / Responsibility
Service Delivery / Implement Webchat & email pilot
Deliver EBDX contract
Review service access and reach /
- Install equipment, train staff, ensure rota cover
- Monitor & report to CitAH
- Engage in co-design activity
- Publicise, deliver appointments, monitor & report
- Review service activity vs demographics
- Collaborate with NFAN outreach activities
May-Sep 2015 *
Prep for 2016/17 Funding bids and Biz Plan / OPSM
OPSM(ASM-Ringwood lead)
CEO (NFAN PC for NFAN work)
Quality of Advice / Establish internal audit programme & reporting
Review Advice Framework
Conduct Client satisfaction survey /
- Ensure case-checking up-to-date and findings enacted
- Assess implications of PQF QAA sampling & reporting requirement when known, and implement
- Review guidance and training materials, consult in Bureau, agree changes and implement consistently as appropriate
- Subject to timing of new PQF changes
By October 2015* / OPSM
OPSM with ASMs
Research & Campaigns / Undertake self assesment against CitA tool and draw up action plan based on outcome
One major local campaign /
- Informal self-assessment
- Universal Credit survey-with NFAN
- Renters’ survey
April-May 2015 *
June-July 2015 * / R&C Group
NFAN Proj Coord
OPSM, Ringwood ASM lead
People & Training / Review staff and volunteer profile against current service need and potential developments
Review recruitment performance and processes
Review training performance, processes and priorities /
- Assess current volunteer profile including numbers and roles
- Assess gaps and action plan to fill them
- Assess volunteer and staff requirements of phone and digital strategy and new Advice Framework-when known
- Review current recruitment processes and outcomes
- Develop and agree new processes, standards and policy
- Review current training processes and outcomes
- Develop and agree new processes, standards and policy
- Refresh Bureau training plan
October 15 to April 2016
October 2015
October 2105* / OPSM
CEO &OPSM
CEO &OPSM
CEO &OPSM
Publicity & Marketing / Develop communications & marketing strategy
Develop social media strategy to include review of website and use of twitter/facebook/other as appropriate
Adopt CitA brand /
- Undertake stakeholder analysis
- Agree Bureau key messages
- Agree stakeholder engagement responsibilities and methods/media
- Review and agree priorities for website development
- Assess policy, technical and resources issues in using other social media, and implement as possible
- Consider early adopter opportunity
- Identify requirements and costs for rebranding and implement, as appropriate
April 2015 *
October 2015
July 2015
Governance / Develop risk management policy & register
Develop remuneration policy
Implement Volunteer performance policy
Review financial controls
Leadership self- assessment
Develop a performance reporting framework to inform management and planning decisions
Review plans for AGM /
- Review best practice
- Identify material risks to bureau’s operation
- Develop and agree register including mitigation measures
- Review model policies and agree local application
- Review BMIS model and agree local application
- Review current procedures and develop to ensure they provide robust controls
- Undertake informal leadership self-assessment and develop action plan for gaps
- Develop and agree specification for more informative operational and management reporting
- Remodel reports to meet specification
- Review format of the AGM with possibility of using it to engage volunteers and other stakeholders
December 2015 *
December 2015 *
December 2015*
December 2015
October 2015
July 2015 / CEO & Comp Sec
CEO & Chair
CEO & OPSM
CEO, Treasurer, Comp Sec
CEO & Chair
CEO with Treasurer, OPSM and Fin Mgr
CEO and Chair
Premises / Review space utilisation, costs and functional suitability of all premises
Prepare review-and-decide timetable for all leases /
- Survey premises usage (intensity, condition and functional issues)
- Review cost of premises against activity conducted
- Develop plans, as appropriate
October 2015 / CEO & Trustee Premises Lead
CEO & Trustee Premises Lead
ICT / Prepare, cost and prioritise a hardware and software replacement programme for all offices
Actively monitor, report on, and engage with, as appropriate CitA ICT programme
Review use of email as an alternative to hard copy mail, wherever possible /
- Survey current hardware and software in all offices
- Assess against known and projected service requirement
- Assess priorities for replacement and cost
- Review technical and information assurance aspects (?Subject to Google Apps roll-out)
OPSM with ASMs
Funding & Fundraising / Review outcome of 2014/15 grant applications and develop 2015/16 programme
Plan and deliver Beaulieu fundraising event
Plan and deliver Corporate sponsorship proposal
Remodel financial reporting to distinguish between performance on core business and discrete contracts/grants
Undertake a value-for-money review of all utility contracts /
- Write –up all 2014/15 grant outcomes & assess learning
- Develop 2015.16 application programme and methods
- Secure speaker, sponsorship & donations
- Publicise
- Liaise with venue
- Agree offering and satisfy any policy requirements
- Identify companies
- Secure income
- Attribute costs & income by core and projects making assumptions as appropriate on cost absorption
- Remodel budget reporting accordingly
May to Nov 2015*
October 2015
July 2015
October 2015 / CEO & Fin Mgr
CEO & Fundraising officer
CEO and Vol Fundraiser
CEO, Treasurer & Fin Mgr
OPSM & Fin Mgr
Strategic Development / Complete ASTF Project, taking learning and agreeing legacy arrangements
Develop options for different funding scenarios
Review membership of CitAH consortium
Review opportunities for new contracts, including in the Health and Social Care sector
Equality Strategy /
- Develop proposition for continuing collaboration and agree
- Complete all reporting to Big Lottery and disseminate learning as appropriate
- Model differential funding expectations and generate cost plans to address them
- Review membership of consortium and working relationship
- Review CitA Stand Up for Equality Update proposals and respond to consultation
- Agree equality proposals for Bureau implementation
December 2015
July 2015
October 2015
June 2015*
October 2015 / CEO with Proj Coord
CEO with Treasurer and Fin Mgr
CEO and Deputy Chair
CEO
CEO, P Dinn
CEO, P Dinn
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NFCAB Business Plan 2015-16: Annex 2 Objectives: 21 May 2016