Strategic Plan 2012 ~ 2014

Introduction

The Community Information Centre is a not-for-profit, community based information and referral service. The Centre was established in 1976 as a volunteer organisation and has since continued to provide information to Townsville residents, community groups, government and non-government organisations.

Vision An informed community.

Mission The Community Information Centre Townsville Inc is a community based organization that provides a comprehensive information service to the community through print, on-line and face-to-face contact.

The CIC aims to:

increase the quality, quantity, diversity and accessibility of information available to the community.

identify gaps within the available community services.

develop the information retrieval skills of all people in contact with the CIC.

Community Information Centre

Methodology

The CIC’s new tagline is Connects, Assists, Informs as this is what we do. This was developed last year through extensive input and consul-tation with the CIC Management Committee, staff and volunteers. This tagline is now used in all of our branding and promotional materials.

For the purposes of the Strategic Planning process, Manages was added to incorporate all that is done in order to achieve our aims and objectives.

The CIC’s strategic planning process was undertaken over a period of time which included a full day workshop, sub-committee meetings, management committee meetings and individual consultations. This strategic plan will take the CIC through until mid-2014 and will guide the organisation forwards into the future while continuing its strong reputation for achieving its vision of an informed community.

CONNECTS, ASSISTS, INFORMS

STRATEGIC PLANNING

Connects

Strategy 1: Develop strategic partnerships that further the aims

of the CIC.

Action Identify gaps in current partnership arrangements. >> List current partners

Action Develop opportunities for engaging with new partners to share infor-mation and build connections >> Identify potential relevant partners

Action Maintain and build existing partnerships >> Work closely with Townsville City Council

Strategy 2: Increased involvement in network meetings.

Action Attend regular network meetings >> Facilitating Community Network meetings >> Present information on CIC at meetings

Action Investigate opportunities for participating in new networks >> Identify networks

NETWORKS & PARTNERSHIPS

GOAL An inclusive and engaged community.

Connects

Strategy 3: Provide increased access to online resources and services. Action Provide accessible information and services for the community >> Assess office space for access by people with special needs >> Investigate providing information as outreach in areas of social

needs.

Action Review current online access Action Prioritise implementation of recommendations from review >> Attend TCC web custodian training >> Update information on CIC web pages >> Continue to develop and use Facebook page

Strategy 4: Maintain a presence at community expos and events. Action Review current attendance at expos and events >> List all expos and events currently attending >> Develop an annual calendar of expos and events

Action Investigate new opportunities for information stalls >> Identify potential opportunities Action Investigate new ways to engage with the public at the events

COMMUNITY ENGAGEMENT

ACCESS

Assists

Strategy 5: Maintain reputation for the provision of high quality information and referrals. Action Maintain up-to-date and relevant resources >> Update all in-house information folders and lists >> Develop a timeline of publication updates

Action Provide helpful and effective referrals >> Develop and implement referral procedures

Action Investigate opportunities for outreach delivery of resources and services

Strategy 6: Build community capacity to understand and utilise the CIC. Action Provide information sessions on CIC resources >> Produce a PowerPoint presentation >> Develop a schedule of organisations that would like an information session for their staff Action Seek opportunities to deliver information sessions to community organisations and groups >> Produce a PowerPoint presentation >> Develop a schedule of organisations that would like an information session for their clients

INFORMATION & REFERRALS

GOAL Enhanced community awareness and ability to

use CIC resources and services.

EDUCATION & TRAINING

Informs

Strategy 7: Continue to provide online publications that are user-friendly and up-to-date. Action Review current online resources >> Identify gaps in current publications

Action Prioritise implementation of recommendations from review >> Update Events Calendar >> Develop monthly newsletter – emailed & online >> CIC flyer available online

Strategy 8: Continue to provide printed publications that are relevant and up-to-date. Action Review current publications >> Identify gaps and duplications in current publications Action Prioritise implementation of recommendations from review

>> Partner with relevant organisations to meet the need of the community >> CIC flyer in different languages >> Mental Health services directory / chapter

PRINTED PUBLICATIONS

ONLINE PUBLICATIONS

GOAL Relevant information in a variety of mediums to

accommodate diverse community needs.

Manages

Strategy 9: Implement efficient practices and processes. Action Develop a strategic planning framework

Action Develop a risk management plan >> Attend training in risk management planning

Action Maintain effective governance through the guidance and insight of a strong management committee Action Comply with all relevant federal and state government legislation

Strategy 10: Continue to grow the volunteer program to recruit and retain a knowledgeable and dedicated team. Action Maintain training and development for volunteers >> Discuss and record training needs of volunteers >> Investigate potential training opportunities >> Develop a volunteer training schedule Action Develop an induction process for volunteers >> Update Volunteer Orientation package Action Develop a succession plan

GOVERNANCE

VOLUNTEER COORDINATION

GOAL Strong, open and accountable leadership

Manages

Strategy 11: Maintain integrity and accountability in administra-tion and finance. Action Retain accurate records >> Update all internal documents

Action Maintain effective financial management and budget planning >> Calculate monthly budget projections to be entered in finance system Action Investigate opportunities for funding and sponsorship >> Develop a list of all possible opportunities for funding and sponsorship

Strategy 12: Develop a strong, targeted, strategic marketing and promotions plan Action Develop a marketing plan Action Take advantage of new opportunities for promotion

>> List current promotional opportunities >> Investigate potential opportunities

PROMOTIONS & ADVERTISING

ADMINISTRATION & FINANCE

Manages

Strategy 13: Identify gaps and opportunities in service delivery Action Understand the community profile through available data >> Access the community profile data from Australian Census 2011

Action Regularly evaluate services >> Implement a customer feedback process >> Develop a customer feedback survey

RESEARCH & DEVELOPMENT

Acknowledgements

This strategic plan was developed through the guidance, insight, expertise and support of CIC’s management committee:

■ Judith Jensen - Townsville Library Service

■ Fiona Sanders - Inclusion Works

■ Maria Tremewan - Filipino Australian Affiliation Nth Qld

■ Cr Colleen Doyle - Townsville City Council

■ Helen Millican - CIC Volunteer

■ Anita Berry - Volunteering Nth Qld

■ Narelle Burns - Townsville Enterprise Ltd

■ Iris Min He - Carers Qld

■ Deanne Bell - Community Representative

■ Frank Willis - Indigenous Corporation for Townsville Youth

■ Shevindi De Motte - Townsville Intercultural Centre

The CIC would like to acknowledge the valuable input of Cathy Lengyel, Manager Community Development, Townsville City Council.

The workshop was facilitated by Donna Jackson, Coordinator Community Planning and Development, Townsville City Council.

Connects ~ Assists ~ Informs