The Senior Services Division, 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 and organizational direction for the Senior Services Division.
  Planning horizon: 5 years, July 1, 2004 through June 30, 2009.



• To deliver an action plan (for year 1, July 1, 2004 - June 30, 2005) that includes processes and mechanisms to drive and support implementation of the strategic plan.



• To ensure that every voice is heard.

1.  Plan-to-Plan

Plan-to-Plan Summary document, Senior Services Strategic Plan 2009

Plan-to-Plan document, Senior Services Strategic Plan 2009

2.  Environmental Scan

Phoenix Age Distribution 2000

Environmental Scan analysis, Senior Services Strategic Plan 2009
Based on a review of the following sources:

• 2003 Customer Satisfaction Survey, Report on Results, Senior Services Division, May 2003.
• Human Services Department Diversity Survey, October 15, 2002.
• Human Services Department Organizational Report Card, 2001-2003, undated.
• Measuring the Benefits of Senior/Adult Centers, 2003 NCOA/ASA Workshop on Senior Centers, by Richard Gitelson, Jim McCabe, Tanya Fitzpatrick, Arizona State University West, College of Human Services, and Alan Case, Coastal Carolina University.
• Human Services Department Strategic Plan, January 2002.
• Human Services Department Strategic Plan Highlights, January 2002
• Human Services Department 2003-2004 Operating Budget.
• 2002-03 Annual report, City of Phoenix Human Services Department.
• Site Assessment Report for 02-03, Human Services Department/Senior Service Division, undated.
• Various brochures and marketing materials, undated.

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

Focus Group Materials for participants to review prior to focus group sessions

1. Senior Services Committee members, Wed., Feb. 11, 9:30-11:00 a.m., City Hall, 200 W. Washington St., 17th Fl. E
2. Community leadership, Mon., Feb. 23, 9:00-10:30 a.m., Desert West, 6501 W. Virginia Ave.
3. Clients, Mon., Feb. 23, 1:00-2:30 p.m., Desert West
4. Senior Center leadership, Mon., Feb. 23, 3:00-4:30 p.m., Desert West
5. Social services providers, Tue., Feb. 24, 9:00-10:30 a.m., Desert west
6. Volunteers and Companions, Tue., Feb. 24, 10:45 a.m. - 12:15 p.m., Desert West
7. Transportation/Food Service workers, Tue., Feb. 24, 2:00-3:30 p.m., Desert West
8. Senior Services Division senior staff, Wed., Feb. 25, 9:30-11:00 a.m., Desert West
9. Deputy Human Services Director, Mon., Mar. 1, 5:00-6:30 p.m., City Hall

Photo Gallery of Focus Groups

4.  Strategic Road Map / Action Planning

All Strategic Planning Team sessions to be held at:
Burton Barr Central Library
Pulliam Auditorium, 1st Floor
1221 N. Central Ave.
Phoenix, AZ 85004
602-262-4636

Dress: Business casual
Bring: Open mind

5.  Documentation & Communication of Senior Services Division Five-Year Strategic Plan

SSD Strategic Plan 2009 — Draft 3

• Senior Services Division Strategic Plan 2009 (DRAFT 3). This third draft document shows the cumulative results of work done by the Senior Staff of the Division to edit the first and second drafts (below). This draft will be presented to and discussed with the Strategic Planning Team at a meeting scheduled for Thursday, Nov. 04. Note that in this version, the tactical implementation plan, communications plan and progress reporting procedures have been deleted; these sections comprise the draft 3 SSD Tactical Plan document (immediately below). 760 KB



• Senior Services Division Strategic Plan 2009 (DRAFT 2 Markup Version). This draft document shows the cumulative differences between the first draft (below) and the third draft (above). Use this document to identify the changes made by the Senior Staff to create the second draft. Changes are in red: strikethrough text is deleted; underlined text is added; marginal notes show formatting changes. Note that the page numbers do not correspond with either draft document. 551 KB




SSD Tactical Plan 2004-2005 — Draft 3

• Senior Services Division Tactical Plan 2004-2005 (DRAFT 3). This document contains revisions to the tactical objectives, implementation plan, communications plan and progress reporting procedures that were previously in the second draft SSD Strategic Plan 2009. 788 KB



• Senior Services Division Tactical Plan 2004-2005 (DRAFT 3 Markup Version). This document shows the differences between the first draft (below) and the third draft (above). Use this document to identify the changes made by the Senior Staff to create the third draft. Changes are in red: strikethrough text is deleted; underlined text is added; marginal notes show formatting changes. Note that the page numbers do not correspond with either draft document. 595 KB




SSD Strategic Plan 2009 — Earlier Drafts

• Senior Services Division Strategic Plan 2009 (DRAFT 2). This second draft document shows the results of work done by the Senior Staff of the Division to edit the first draft (below). This draft will be presented to and discussed with the Strategic Planning Team at a meeting to be scheduled. 943 KB



• Senior Services Division Strategic Plan 2009 (DRAFT). This document is a draft of the complete product generated by the Strategic Planning Team. Includes: background; process overview; vision statement; mission statement; strategic issues; goals; strategic objectives; tactical objectives; implementation plan FY 2004-2005; progress reporting procedures; communications plan; strategic planning process (appendix). 935 KB



• Senior Services Division Strategic Plan 2009 Presentation (DRAFT). This PowerPoint presentation summarizes the SSD Strategic Plan 2009 (14 slides, including title page). 178 KB



• Summary Report: A descriptive summary of the strategic planning process as it actually occurred; seven pages with seven appendices of documentation. 1,827 KB



• Implementation Plan FY 2004-2005 (DRAFT) 283 KB



• Communications Plan (DRAFT) for the Strategic Plan, developed at the Strategic Planning Session 3, April 30, 2004. 255 KB



• Project Reporting Procedures (DRAFT) for implementing the Strategic Plan, developed at the Strategic Planning Session 3, April 30, 2004. 108 KB



• Photo Galleries:
• Focus Groups


• March 5 Strategic Planning Session


• April 2 Strategic Planning Session

Key Participants

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

SSD project team consists of the Deputy Human Services Director for Senior Services (Doris Marshall), the SSD Coordinator (Reginald Ragland), the SSD Administrative Assistant (Anissa Olguin) and any other individuals they may designate from time-to-time.

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

SSD Employees includes all approximately 300 paid employees of the Senior Services Division. All SSD Employees are encouraged to provide input into the strategic planning process, so that every voice is heard.

Strategic Planning Team members are a selected group of approximately 20 SSD employees and other stakeholders who agree to take a leadership role in their participation in the strategic planning process. Strategic Planning Team members will participate in all three full-day Strategic Planning Sessions, make decisions about the future development of SSD, and communicate the Team’s discussions and decisions back to constituent SSD employees. This communication will gather feedback and additional input, and keep constituents advised of the progress of the strategic planning process. Strategic Planning Team members must meet specific attributes, to ensure that, taken together, Strategic Planning Team members broadly represent SSD employees, including hierarchical levels, delivery of services and geographic service areas. Thus, Strategic Planning Team members represent a “diagonal slice” across all SSD employees.

Focus Groups are groups 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 SSD 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 (Ms. Brown), while another consultant (Mr. Blackerby) takes detailed notes on the discussion.

The eight focus groups include:

• Senior Services Committee is an advisory board that helps SSD set policy through its monthly meetings. It is made up of community members concerned about the delivery of services to seniors.



• Senior Center Leadership members are the directors of the 17 Senior Centers administered City-wide by the SSD.



• Clients are interested individuals who receive SSD services at the Senior Centers, transportation services, advocacy and counseling, meal delivery, or senior companion services.



• Community Leadership includes interested individuals who are leaders of other related organizations in the Phoenix area. They may be leaders of social services delivery organizations, educational institutions, religious congregations, political organizations or other groups.



• Social Services Providers include SSD employees who actually provide social services to seniors, such as advocacy and counseling services, shopping assistance, telephone reassurance, consumer & health education , recreational programs, wellness activities and other services, except meals and transportation services.



• Transport/Food Services Workers include SSD employees who provide Reserve-a-Ride services, deliver hot meals to homes, or prepare or serve meals at Senior Centers or for home delivery.



• Volunteers and Companions are individuals who volunteer their services to work with seniors through any of the SSD programs. Senior Companions meet certain qualifications, and may receive a small stipend.



• SSD Senior Staff are key SSD employees charged with managing, overseeing, evaluating and allocating resources within the Senior Services Division.

SSD & Human Services Dept. Management includes the Deputy Human Services Director for Senior Services (Doris Marshall), the Director of Human Services (Gloria Hurtado) and others whom they may name.

Project Management

Blackerby Associates helps any organization transform into a high-performance enterprise. Our experts in management and operations provide a single source for organizational transformation and improvement services. Blackerby Associates is a Phoenix-based consulting firm. Key Associates working on the Senior Services Strategic Planning project include:

• Phillip Blackerby, M.P.Aff., Project Manager, has nearly 17 years in direct public service and 13 years consulting to government and not-for-profit organizations. An expert in public sector strategic planning, Mr. Blackerby published several articles, produced a training video, trained hundreds of officials and facilitated dozens of public and not-for-profit sector strategic planning processes. He integrated planning and budgeting at two state agencies and helped design a program planning system for a federal agency. Much of his consulting experience is with social services agencies, covering all levels of government. He also serves as case manager for the care of four elderly family members. Contact Mr. Blackerby at phillip@BlackerbyAssoc.com, tel. 602-908-1082, fax 602-952-1310.



• Lynne Brown, M.S., Senior Consultant, will serve as primary group facilitator for focus groups and strategic planning sessions. She spent over 20 years in organizational development and human resources leadership at major aerospace and finance companies. A highly-skilled facilitator, Ms. Brown specializes in group, leader and organization effectiveness. Her innovative work as human resources director for a high-performance, team-based manufacturer has been benchmarked by several Fortune 500 companies. She is licensed to conduct over a dozen personal and organizational development tools, including: Myers Briggs Type Indicator; FIRO B; Wilson Learning Managing Interpersonal Relationships; and Seven Habits of Highly-Effective People. Contact Ms. Brown at lynnebrown@worldnet.att.net.

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