LMCS FY15-FY18 GOAL OUTLINE

Empowering Lives through Hope, Wellness & Recovery

Goal A: Economic Growth
Increase revenues to sustain financial stability and growth.
Objectives:
  1. Reduce no show rate to less than 20% over the next 3 years.
  2. Research and pursue grant opportunities to enhance services and programs (suggested grant seeking growth 5.5%).
  3. Collect 100% of copays due at the time services are rendered (set goal based on current collections).
  4. Capture and be reimbursed for ___% of all billed services.
  5. Within 6 months match 90% of consumers with accurate level of licensure.

Critical Success Factors
Confidence in current data through accurate and timely collection of data.
Consistency across the agency.
Grant writing support.
Putting state contracted with LAPC / Barriers
Loss of transportation.
Not able to enforce negative consequences (i.e., charge).
Population served has limited to no income.
Lack of staff with grant writing capacity.
High caseloads.
Staff and Consumer resistance.
Consumer contact information not up to date.
Strategies:
  1. Review and revise no show policy (i.e., charge for cancellations made less than 24 hours or no shows).
  2. Review and revise policies regarding accepting co-pays and the delivery of services (What are current collections? What support and incentive does front desk staff have? What is the script for collecting co-pays? What is the process to collect after day of service delivery?)
  3. Coordinate with other CSBs or partnering organizations to leverage grant writing resources.
  4. Within 6 months develop a sliding fee scale with a minimum monetary charge of $2.
  5. Review and implement clinical strategies to focus LAPCs on walk-ins.
  6. Work with HR to develop strategies to recruit fully licensed staff.
  7. Support staff with contact consumers about paying/collecting past due balances of <30%.

Who Needs to Be Involved?
Consumer Rights Committee
Goal B: Community Partnerships
Strengthen collaborative relationships within the community to improve accessibility, presence, and integration.
Objectives:
  1. Educate city and community services about LMCS by continuing to with chamber and community speaking events.
  2. Add additional avenues for marketing quarterly (i.e., advertising, chamber involvement, social media, newsletter, etc.) and use code to track where people are hearing about services.
  3. Host anti-stigma activities in conjunction with national campaigns throughout the year.
  4. Utilize a trained peer at various speaking engagements to increase the exposure of consumer success stories.
  5. Increase community sponsored trainings by 2 per year.
  6. Streamline and encourage/increase volunteerism by 20%.

Critical Success Factors
Highlight volunteers through various mediums.
Eliminate employee training for volunteers.
Create basic safety training for volunteers. / Barriers
Advertising is expensive.
Time to host events.
Staff already is stretched.
DD has overwhelming competition for volunteers.
Few private donors for certain programs.
MH stigma and misconception of consumers.
Increased training and community development activities takes away from billable time.
Strategies:
  1. Disseminate literature to all public services and participate as a leader in community meetings (both BH and DD).
  2. Create opportunities for local TV and radio appearances to educate community about LMCS and promote services, publish on LMCS website.
  3. Educate staff regularly of other LMCS services (each department is responsible for literature distribution for their area).
  4. Host large community events and involve consumers in hosting and attending events (i.e., carnival, fairs, etc.).
  5. LMCS to continue to participate in community outreach events (i.e., job fairs.).
  6. Create opportunities for consumers to be more involved in giving back to the community.

Who Needs to Be Involved?
All departments
Goal C. Workforce Development & Accountability
Create a strengths-based and integrated environment to facilitate a well-trained, results-based and stable workforce.
Objectives:
  1. Increase clinical productivity to increase services expansion as measured by new services provided to the community (what is the percentage of growth that you want to see on an annual basis?).
  2. Decrease staff turnover by 10% per year.
  3. Increase staff satisfaction survey score by 10 points in the next year.
  4. Design and develop a succession plan within 6 months for every employee who has been in their position for 12 months or more.
  5. Develop structured training for the next level of managers in the succession plan by the beginning of the second year.
  6. Increase interns by 10% over the next year.

Critical Success Factors
Immediate positive feedback focused on behavior.
Manager must clearly define job expectations for each direct report.
Internal training.
Intern to employment opportunities.
Buy-in by management and staff. / Barriers
Difficulty in developing recognition that impacts turnover.
Increased workload for managers resulting in possible increased turnover.
Shift in philosophy.
Time.
Motivation and willingness.
Lack of availability of staff
Strategies:
  1. Implement employee appreciation program by 6th month.
  2. Review organizational structure to increase direct reports as measured by the organizational chart.
  3. Develop strong partnerships between programs, managers, and front line staff through strengths-based engagement and transparency over the next 3 years.
  4. Access new talent through the development of partnerships with local colleges/universities.
  5. Review and identify new training and enhanced learning opportunities.
  6. Partner with HR to evaluate training methods and needs to take advantage of planned implementation of training webinars and video-conferencing within Year 1.
  7. Provide internal mentorship to all staff by partnering with “master staff” for weekly ongoing skill development.

Who Needs to Be Involved?
Goal D: Process Improvement & Service Expansion
Maximize operational and clinical processes to offer the most effective services.
Objectives:
  1. Review all reports in agency to assess return on investment as measured by increased amount of job duties.
  2. Increase internal and external collaboration to improve organizational efficiencies as measured by decreased administrative costs.
  3. Increase service expansion as measured by number of service sites (by how many?).
  4. Improve access to clinical services through the use of telemedicine by bringing on one site every 6 months.

Critical Success Factors
Support from management to review reports.
Ongoing dialogue between management.
System must provide accurate and adequate data.
IT, HR and managers must work together.
Financing for new technology.
Increased bandwidth of current staff.
Hire report developer.
Servers to support increase technology. / Barriers
Finding time to review report needs.
Resistance to change.
Financial costs of new sites.
System costs.
Staff willingness.
Employee turnover after training.
Frequent changes in CareLogic.
Strategies:
  1. Diversify revenue streams to fund the support of new sites.
  2. Research and recommend options for replacement of current workflow/timesheet system within Year 1.
  3. Continue evaluation of current telephony systems as the organization towards centralized scheduling and 3 digit site to site dialing within Year 1.
  4. Evaluate all LMCS data systems to determine possible interfaces in an effort to eliminate data duplication within Year 1.
  5. Continue implementation of fiber and other high-speed data communications at all sites within first 6 months.
  6. Perform analysis on current inventory and meetings with managers concerning technology needs on an annual basis.
  7. Develop additional CareLogic power users to provide specialized support for local programs (minimum one power user per site within Year 1).
  8. Develop and provide a hard copy of CareLogic orientation for new hires and each employee and update annually.

Who Needs to Be Involved?
Goal E: Clinical Effectiveness
Maximize clinical effectiveness to improve delivery of diverse, high quality & recovery-based services.
Objectives:
  1. Identify and implement 2 Methods for improving communication between clinicians and physicians.
  2. Hire 2 medical providers by the end of Year 1.
  3. Train all clinical staff on at least one evidence-based practice annually.
  4. Each clinic will implement a peer to peer training annually on documentation in areas pertinent to their programs.
  5. Identify 2 methods for offering individual counseling services to Medicare consumers.
  6. Work with hospitals and law enforcement in the service area to establish standard of care for consumer crises and 1013s.

Critical Success Factors
Availability of training opportunities.
Provide time for staff.
Offer competitive salaries.
Hire midlevel providers.
Develop internal trainers.
Integrate training/mentoring into clinical schedule.
Acceptance of need for Core Competencies.
Awareness of current training capacity among staff. / Barriers
Adequate funding and resources.
Providers’ time is limited.
Conflicting schedules of clinical staff.
Shortage of Psychiatrists in service area.
Lack of LMSWs.
Strategies:
  1. Develop core clinical competencies to be mastered by all clinical staff (universal and specialized to clinical focus and population).
  2. Design and implement core curriculum for all clinical staff focused on achievement of core clinical competencies.
  3. Establish a written policy and procedure for how LMCS will handle consumer crises and 1013s.
  4. Bring trainings to LMCS through leveraging NoGAP consortium.
  5. Establish system to monitor and track training and those who are trained on practices.
  6. Work with HR to develop strategies to recruit LMSWs to service area.

Who Needs to Be Involved?

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