1
National Programs & Services Committee Teleconference
Tuesday, June 19, 2007, at 1:30 pm
Present:Myra Rodrigues, Chair; Pietro Bozzo, Clint Castle, Cheryl Crocker, Omer Melanson, Dick Hale-Sanders, Meredith Ripley, Rob Sleath, Barry Styles
Regrets: Eric Hanna, Dianne McConnell
Staff:Jane Parsard, Dennis Tottenham, Sandra Millington (Recorder)
Cathy Moore, Director, Government Relations, and Geoff Fitzgibbon, Director, Business Operations, CNIB, were present to report on Advocacy and Consumer Products/Demonstration Centres, respectively.
1. Welcome and Introductions
Following self-introductions, Ms. Rodrigues welcomed everyone to the meeting.
2. Minutes of Previous Meetings
It was moved by Mr. Castle, and seconded by Mr. Styles,
THAT the minutes of the meetings held on February 27, 2007 and May 30, 2007 be accepted as presented.
Carried.
3. The Advocacy Strategy
Cathy Moore reviewed a pre-circulated report that outlined advocacy goals for 2007/08 and developments in Consumer Relations.
Goals fall into two broad categories:
- Increase support of vision rehabilitation services from provincial governments
It is planned to use government relations strategies in each province to secure more government support and resources for vision services. A plan is being developed for each province. Particular attention will be paid to the Quebec model where there is a large provincial government commitment to vision rehabilitation services.
CNIB is preparing a Case For Collaboration based on research findings that outlines the need for more resources from government. Overall there will be simple, common messaging, with the addition of specific provincial proposals.As an example, the Participation and Activity Limitations Study (PALS) indicates that there are 80,000 people with significant vision loss in BC; however, CNIB has only 16,000 registered clients in BC. Clearly there is a gap and that is the argument for additional resources. When the Case for Collaboration is complete, it will be shared with the Programs & Services Committee.
- Improve access to mainstream Canadian society for persons with vision loss.
At the federal level, CNIB is part of group of ten national organizations, including the Alliance for the Equality of Blind Canadians (AEBC), that is working with the Canadian Radio-Telecommunications-Television Commission (CRTC) on identifying ways to improve accessibility for people with disabilities. As an example, hand-held devices are the way of the future and therefore it is necessary to provide input at the design stage.
Mr. Bozzo noted there is much work to be done in the private sector to improve accessibility; more so than in government.
CNIB is also working with Elections Canada on accessible voting. It is disappointing that electronic voting will not be available at the federal level because the government believes it is still not “hacker proof”. CNIB will continue to work on an accessible format.
In the area of Consumer Relations, CNIB will continue to work in partnership with the Canadian Council of the Blind (CCB) on mutually agreed advocacy issues. This takes place on two levels.
At the national level, Fran Cutler, Past CNIB Board Chair, and Ms. Moore meet with the Executive Director of CCB to resolve potential conflicts before they become public. As an example, occasionally there are incidents with CCB telemarketers that are now quickly resolved.
At the local level, CNIB is running peer support programs for people new to vision loss. Where a local chapter exists, CCB representatives are invited to the final meeting to inform participants of CCB activities. CNIB is satisfied there is a clear line of responsibilitiesbetween CNIB and CCB.
In addition to the CRTC work noted above, CNIB is also collaborating with AEBC on access to equitable library services.
Mr. Tottenham noted that a piece on advocacy and government relations is missing from the Programs & Services Year-end Review and this oversight will be rectified.
Mr. Hale-Sandersstated he was pleased to have an advocacy program outlined on one page. He believes these are the right areas and he looks forward to monitoring successes.
Ms. Rodrigues thanked Ms. Moore for her report.
4.Update on Consumer Products & Assistive Technology (CPAT)/Demonstration Centres
Mr. Fitzgibbon reviewed the Consumer Products section of the pre-circulated Programs & Services Year-end Review.
The mail-order sales model has been operating successfully since January 2006 in Ontario and was expanded across the country in April 2007, with the exception of Alberta and Saskatchewan where the government requires a physical presence. The fulfillment part of the model is centralized using modern systems that provide greater availability of product.
A supply of commonly used canes and magnifiers is available and a process is in place so that anyone who can’t get to ademonstration centre just needs to call and they will receive a cane immediately without paying beforehand. Staff is sensitive to the requirements of the consumer and constantly watching to fix whatever needs to be fixed. Feedback is 90% positive.
Mr. Fitzgibbon agreed that a new and different mechanism is required for small, low-cost items ordered by mail, such as the large print calendar, as the shipping cost is disproportionate to the service.
With the new model, CPAT staff are handling 3,000 calls/month which averages out to 150 calls daily; however, these figures are not as high as anticipated and there is room for growth.
It is planned to launch on-line ordering capability (web stores)
shortly.
Mr. Fitzgibbon reported there are 17 demonstration centres that on the average carry 135 of the 1,100 items in the catalogue. The six largest centres have a staff person to assist visitors, while staff working at the other centres move from their jobs to work in the centre when necessary. Only one centre does not use volunteers, while one centre uses volunteers only.
Overall there is limited consistency in the hours of operation and staffing arrangements. Data is being collected on visits to the demo centres but currently there is not that much traffic.
Jim Sanders, President & CEO, has requested a review of the direct sales model after it has been in operation for a suitable period of time, probably one year.
Mr. Fitzgibbon then spoke briefly about the newly-established Business Enterprise portfolio that is responsible for finding and developing new sources of revenue, such as recent partnerships with Westjet and Coca-Cola. The portfolio includes CaterPlan in the Atlantic Region and assistive technologies.
Enhancementsto the assistive technologies area are planned. Research and feedback indicate that existing sources for assistive technology are not particularly good. Often times, clients buy the product but they do not get the long-term support and training they need so it is falling upon CNIB to provide this service.
Mr. Castle reported that Eye Canada, a private company run by eye care professionals, is making inroads in the Western provincesoffering vision care services, assistive technologies and visionaids. Mr. Fitzgibbon noted that the more suppliers there are the better the choice for the consumer and as long as they act in a fair manner, CNIB is happy to have the competition. There is a vacant marketing assistant position to be filled which will make our presence in the marketplace more visible.
Mr. Tottenham advised members to e-mail any questions for Ms. Moore or Mr. Fitzgibbon to the attention of Ms. Millington for response.
It was agreed that Mr. Fitzgibbon should report to the Programs & Services Committee on a regular basis.
5. Programs and Services Year-end Review
The Review was pre-circulated.
Ms. Parsard noted that rehabilitation service information is sprinkled throughout the report. In future, it is planned to streamline the information and provide statistical comparisons year-over-year.
Ms. Parard highlighted the following areas where benchmarks were achieved or surpassed:
- Growth in number of clients participating in group programs.
- Strategies to reach younger people - theSCORE program has been reinstated and there are a number of other programs running across Canada geared to young people.
- Hadley Program – there has been a 190 percent increase in enrollment over the past three years.
- ID Card management – cards are now available in three working days. Approximately one-third of clients request cards and 9,000 were produced last year.
Disappointments include:
- Lack of funding for employment services - unfortunately the CNIB funding submission to the Federal Government was not successful and the enhancement dollars were not realized. This area is targeted for priority funding in 2007/08 with the combined efforts of Service Development and Government Relations staff.
- Not having a Quality Service Program – CNIB needsto get better at reporting on outcomes and a Client Relationship Management System (CRMS) would provide more comprehensive data for reporting purposes.
Mr. Tottenham noted that in consultation with the Programs & Services Committee it is necessary to identify different ways of measuring outcomes than those used in the past. A CRMS would assist in:
- Reviewingreasons for fewer new referrals
- Developing an outreach program to the medical community to increase awareness.
- Ensuring we have the capacity and expertise before undertaking some programs, such as accessible design.
Mr. Tottenham then commented on other areas of the Review.
Research - There are a lot of projects going on in the Research portfolio and management needs to get better at using research findings for planning, funding strategies and advocacy.
Summaries of recent research projects will be shared with the Programs & Services Committee.
Library – A more detailed account of the Library’s 2006-07 activities is available on request.
Employment Services - Finding funding for employment services is a challenge as each province has a different approach.
Ms. Parsard advised that she would work with Ms. Moore to examine provincial funding options. This is a change in strategy and would result in a provincially based model rather than a consolidated one.
International Services –Mr. Bozzo questioned the cost of CNIB’s involvement in the World Blind Union (WBU) and the return to CNIB. Mr. Tottenham noted that it involves staff time and the cost of attending meetings. International projects are funded through the Canadian International Development Agency (CIDA).
CNIB has always played a significant role in support of prevention of blindness programs and sharing expertise on a worldwide basis.The World Blind Union’s headquarters is now housed at the CNIB Centre.
Mr. Hale-Sanders advisedthat a very small amount of the budget is allotted to international work. It is considered the cost of being a good global citizen.
Mr. Tottenham reported that staff is preparing a three-year plan and when it is completed this fall it will be brought to the Programs & Services Committee.
Hadley Program - Mr. Sleath asked if the increase in enrollment was based on client or staff participation and if CNIB is working is developing a strategy where it is recommended/required that staff take some of these basic courses to understand the nature of disability.
Ms. Parsard noted courses are free to Canadians. New service employees are required to take two Hadley courses. One is on the eye and the other is sensitivity to vision loss.
Mr. Sleath observed that CNIB is not hiring many new staff and current staff do not have an understanding of blindness issues.
Mr. Tottenham advised that all new CNIB employees are required to take impact/sensitivity training; however, there appears to be a need for refresher courses. He will discuss with the Vice-President, Human Resources.
Mr. Sleath also noted there is a great deal of American legislation in some of the courses which acts as a deterrent to Canadian students. Ms. Parsard will discuss this concern with the Dean of Education at Hadley.
7. Other Business
Client Relationship Management System (CRMS) – The National Board is meeting on June 23. A revised report containing changes to the Case for Support proposed at the
May 30 Programs & Services Committee teleconference has been circulated to the Board, along with the Committee’s endorsement.
Quebec Operational Plan – Since the plan proposessupport to francophone Canadians outside of Quebec and internationally, it will be circulated to the Committee.
CNIB Three-Year Strategic Plan – To be developed for presentation to the June 2008 National Board meeting. Information will be gathered during the summer and Committee members’ thoughts on what environmental scans and information should be collected are most welcome.
Mr. Tottenham and Ms. Rodrigues will discuss scheduling a full-day Committee meeting in the fall to review findings.
8. Closing Remarks
Mr. Hale-Sanders stated how pleased he iswith the development of the committee over the past year. Members now understand the mandate and are providing appropriate feedback to staff.
He thanked Ms. Rodrigues who, in turn, thanked Mr. Hale-Sanders on behalf of the Committee.
9. 2007/08 Committee Meetings
A schedule will be developed and circulated.
10. Adjournment