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Blackerby Associates
City of Phoenix
Human Services Department
Community Services Division

Strategic Plan Information Center
Phx Community Services





Not-for-Profit &


Process Goals
1. Plan-to-Plan
2. Environ. Scan
3. Focus Groups
4. Planning Retreat
  • Mission, Issues
  • Outcomes
  • Follow-up 1
  • Follow-up 2
  • 5. Communications

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    The Community Services Division (CSD), Human Services Department, City of Phoenix, AZ, has engaged Blackerby Associates to facilitate development of its strategic plan. This site contains the relevant documentation of this process, so that participants and other interested people can monitor the project's progress and activities.

    Strategic Planning Process Goals

    • To produce a strategic plan for CSD, including the mission, strategic issues, goals and a high-level action plan.
      Planning horizon: 3 years, July 1, 2004 through June 30, 2007.

    • To produce an implementation plan (for year 1, July 1, 2004 - June 30, 2005) for CSD that will include the action steps necessary to implement the strategic plan.

    • To ensure that every voice is heard.

    1.  Plan-to-Plan

    Plan-to-Plan Summary document, Community Services Strategic Plan 2007 PDF

    Plan-to-Plan document, Community Services Strategic Plan 2007 PDF

    NOTE: All dates are 2004, unless specifically noted.
    Activity Responsibility Target DateProposed DateActual Date
    Kick-off meeting CSD project team
    Blackerby Assoc.
    May 11 Tue., May 11 May 11
    Phase 1. Plan-to-Plan
    Publish Plan-to-Plan CSD project team
    Blackerby Assoc.
      Fri., May 21 May 20
    Phase 2. Environmental Scan
    Conduct environmental scan Blackerby Assoc. Wed., May 12 –
    Mon., May 24
    May 24
    Phase 3. Focus Groups
    Request focus groups volunteers CSD project team
    CSD employees
    Mon., May 17 May 17
    Assign focus groups participants CSD project team
    CSD employees
    Fri., May 21 May 21
    Conduct focus groups: Blackerby Assoc. May 24-28 See detail below:  
  • CSD Deputy Director
  • CSD Deputy Director   Wed., May 26
    8:30-10:00 a.m.
    May 26
  • CSD senior staff
  • CSD senior staff
    Lead Dep. Dir., HSD
    Wed., May 26
    10:00-11:30 a.m.
    May 26
  • Services delivery personnel (A group)
  • CSD employees Wed., May 26
    1:00-2:30 p.m.
    May 26
  • Services delivery personnel (B group)
  • CSD employees Wed., May 26
    3:00-4:30 p.m.
    May 26
  • CSD Committee
  • CSD Committee
    Wed., June 9
    3:00-4:00 p.m.
    June 9
    Compile results of focus groups Blackerby Assoc. June 1-14 by Mon., June 28 May 27
    Phase 4. Strategic Planning Retreat
    Name Strategic Planning Team CSD project team About Mon., June 4 May 21
    Strategic planning retreat, session 1
    Mission, Issues and Goals
    Strat. Plng. Team
    Blackerby Assoc.
    June 29 Tue., June 29
    8:30 a.m.-4:30 p.m.
    June 29
    Strategic planning retreat, session 2
    Goals, Objectives and Implementation
    Strat. Plng. Team
    Blackerby Assoc.
    June 30 Wed., June 30
    8:30 a.m.-4:30 p.m.
    June 30
    Strategic planning follow-up session
    Categories and Strategies
    Strat. Plng. Team
    Blackerby Assoc.
      Fri ., Aug. 13
    8:00 a.m.-noon
    Aug. 13
    All-staff meeting: additional input All staff   Fri., Oct. 8
    8:00 a.m.-noon
    Oct. 8
    Stragegic planning follow-up session
    Tactical Planning
    Strat. Plng. Team
    Blackerby Assoc.
      Tue ., Dec. 14
    1:00 p.m.-5:00 p.m.
    Dec. 14
    Phase 5. Documentation & Communications
    Submit Draft Strategic Plan Blackerby Assoc. by 2 weeks
    after retreat
    Wed., July 14 July 15
    City reviews Draft Strategic Plan CSD management
    HSD management
    as needed Wed., July 21  
    Submit Final Strategic Plan Blackerby Assoc. 15 days after
    City approval
    Thu., August 05 Aug 13
    Phase 6. Implementation
    Strategic plan implementation Comm. Svcs. Div. Jul. 1, 04 -
    Jun. 30, 07
    Thu., Jul. 1, 04 -
    Tue., Jun. 30, 07

    2.  Environmental Scan

    The following documentary sources will be reviewed as part of the environmental scan, focusing on internal strengths and weaknesses, and external threats and opportunities (SWOT).

    • 2003 Customer Satisfaction Survey, Report on Results, Community Services Division, May 2003.
    • Human Services Department Diversity Survey, October 15, 2002.
    • Human Services Department Organizational Report Card, 2001-2003, undated.
    • Human Services Department Strategic Plan, January 2002.
    • Human Services Department 2003-2004 Operating Budget.
    • 2002-03 Annual report, City of Phoenix Human Services Department.
    • Various brochures and marketing materials, undated.

    Environmental Scan analysis report, Community Services Division Strategic Plan 2007. Based on a review of the documentary sources described above. PDF

    3.  Focus Groups: Analysis and Validation of Fact-Finding

    Focus Groups Facilitator Role and Ground Rules governing focus group sessions PDF

    Focus Group Questions PDF

    1. Community Services Division Deputy Director, Wed., May 26, 8:30-10:00 a.m., City Hall, 17th floor East.
    2. Community Services Division senior staff, Wed., May 26, 10:00-11:30 a.m., City Hall, 17th floor East.
    3. Community Services Division field service personnel (A group), Wed., May 26, 1:00-2:30 p.m., Burton Barr Library, Room A, 1221 N. Central Ave., Phoenix.
    4. Community Services Division field service personnel (B group), Wed., May 26, 3:00-4:40 p.m., Burton Barr Library, Room A, 1221 N. Central Ave., Phoenix.
    5. CSD Committee, Wed., June 9, 3:00-4:00 p.m., City Hall.

    4.  Strategic Planning Retreat

    Strategic Planning Team retreat to be held at:
    Flinn Foundation
    1802 North Central Ave.
    Phoenix, AZ 85004-1509
    Main: 602-744-6800
    Fax: 602-744-6815

    Dress: Business casual
    Bring: Open mind

    Please arrive at 8:00 a.m. for continental breakfast. Program begins at 8:30 a.m., and will adjourn at 4:15 p.m. each day.

    First Session: Mission, Issues and Goals — Tuesday, June 29, 2004

    • Introductions Exercise. Participants answer two questions to introduce themselves to each other. PDF

    • Handouts for Strategic Planning Session (both days) PDF

    Second Session: Goals, Objectives and Implementation — Wednesday, June 30, 2004

    • Pictures from the Strategic Planning Retreat

    Follow-up Session: Catagories and Strategies — Friday, August 13, 2004

    • Handouts for Strategic Planning Follow-up Session PDF

    • Current Division Activities: One of the next steps in the CSD strategic planning process is to incorporate current Division activities and initiatives into the CSD Strategic Plan 2007. The first step in that process is to identify all the current projects going on throughout the Division. At this link is a preliminary list of current activities. Please review this list, and if you are working on a project—or know someone else is working on a project—that is not on this list, please contact Phillip Blackerby with Blackerby Associates.

    • Updated Draft Strategic Plan (August 13, 2004) as revised in the first Follow-up Session. PDF

    Follow-up Session: Tactical Planning — Tuesday, December 14, 2004

    Follow-up Session location is:
    Travis L. Williams Family Services Center
    4732 S. Central Ave.
    Phoenix, AZ 85040-2150
    Phone: 602-534-4732
    Fax: 602-534-2785

    Please arrive at 12:45 p.m. for continental breakfast. Program begins promptly at 1:00 p.m., and will adjourn at 5:00 p.m.

    • Handouts for Strategic Planning Follow-up Session PDF

    • CSD Tactical Plan 2004-2005 (Draft of December 14, 2004). This document is the result of the December 14 follow-up session on tactical planning. PDF

    5.  Documentation & Communication of Community Services Division Three-Year Strategic Plan

    Key Participants

    Responsibility for each step in the Project Timeline is assigned to a group of individuals. In general, the Blackerby Associates Project Manager, acting in concert with the CSD Project Coordinator, will prompt these groups and individuals to accomplish their responsibilities in a timely manner. The key participants include:

    CSD project team consists of the Lead Deputy Human Services Director, Deputy Human Services Director for Community Services, CSD Strategic Plan Project Coordinator, CSD Client Services Coordinator and any other individuals they may designate from time-to-time.

    Blackerby Associates includes Phillip Blackerby, Principal and Project Manager, and Lynne Brown, Senior Associate and Facilitator. In most cases, Mr. Blackerby and Ms. Brown will work together as a team.

    CSD Employees includes all approximately 100 paid employees of CSD. All CSD employees are encouraged to provide input into the strategic planning process, so that every voice is heard.

    Strategic Planning Team members are a group of up to 40 individuals who volunteer, are nominated by peers or are selected by CSD management from among CSD employees. Selected other stakeholders may also be named. Members of the Strategic Planning Team will participate in a two-day Strategic Planning Session, make decisions about the future development of CSD, and communicate the substance of the Team’s discussions and decisions back to constituent CSD employees. CSD Strategic Planning Team members will include most CSD senior staff; other members must meet specific attributes, to ensure that, taken together, Strategic Planning Team members broadly represent a "diagonal slice" of CSD employees, including all hierarchical levels, job categories and geographic areas. Most of the non-senior staff Team members will not have participated in the focus groups. Participation on the Strategic Planning Team may be considered a leadership development activity.

    Focus Groups are made up of people—8-12 individuals per group—who will participate in group discussions, giving their input into the strategic planning process. Each focus group session will begin with a brief review of key themes derived from the environmental scan, followed by a facilitated discussion. Focus group participants are volunteers who meet the qualifications for each group; the CSD Project Team will invite potential participants to volunteer, and will then select participants from the list of volunteers. Each focus group will be facilitated by a consultant, while another consultant takes detailed notes on the discussion.

    The three focus groups include:

    • CSD employees (2): two focus groups will be made up of front-line employees who agree to participate. Some focus group members will be volunteers; others will be selected by CSD management to ensure that representative voices are heard.

    • CSD Senior Staff are key CSD employees charged with managing, overseeing, evaluating and allocating resources within the Community Services Division, including the Lead Deputy Human Services Director.
    CSD and Human Services Dept. Management includes the Deputy Human Services Director for Community Services, Lead Deputy Human Services Director, the Director of Human Services and others whom they may name.