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Scorecard

We are pleased to share our performance scorecard, based on key indicators in the areas of client service delivery, human resources and financial resources. These indicators form part of our quality program and are monitored regularly by the Management Team and the Board of Directors. Where required, performance improvement plans are developed.

 

Objective

Indicator

Target

Result

Rating

Quality Client Services
Satisfaction Families will be satisfied with service % of overall parent satisfaction 90% 91%
Satisfaction Families will be satisfied with service % of overall child satisfaction 90% 98%
Effectiveness Children/families will achieve their individual goals % of clients that have a discharge status of “achieved appropriate outcomes.” 80% 83%
Access to service Programs will meet expected wait times
 % of clients seen for initial assessment (IA) within 3 months of referral 90% IA 69%
Access to service Programs will meet expected wait times % of clients seen for service initiation (SI) within 5 months of IA 90% SI 75%

Human Resources
To maintain or decrease absenteeism Absenteeism - Centre < 5% 4%
To retain skilled employees Turnover Rate - all employees 13% 10%

Financial Resources
Fiscal Responsibility To maintain a sound financial position Current Ratio > 1.0 1.20
Fiscal Responsibility To operate within the approved budget % Actual/Budget 95-100% 100%

Inside the numbers

Niagara Children’s Centre achieved most of its performance targets, though wait times remain an issue as demand continues to exceed capacity and we experience staffing vacancies. This is a long-standing challenge, however the Centre is actively implementing strategies to reduce wait times.