Orpa 2013 Composite Final

www.PortlandParks.
org Commissioner Amanda Fritz

Director Mike Abbat
www.PortlandParks.org
Commissioner J im Francecsconi
Director Zari Santner
Recreation Revolution:
Developing a Service Delivery Strategy

Commissioner Amanda Fritz
Director Mike Abbat
www.PortlandParks.org Commissioner Amanda Fritz
Director Mike Abbat
Eileen Argentina
Jamie Burrows
Randy Webster
Josh Wells
Team Introductions
Director Mike Abbat
PP&Rs Recreation System
5 Large Centers; 7 Smaller Centers;
Community Music Center and
Multnomah Arts Center, Dance Studio
13 pools; 6 indoor, 7 outdoor
Many other programs not facility-based
Programs delivered using a variety of
service delivery models

Whats This Revolution About,
and Why Did We Start It?

Problem Identification Fuzzy
Pressures building
Resources declining
Solutions piecemeal and inconsistent
Staff roles fragmented and overloaded
Regaining the Initiative
If you were to design a system from scratch today,
given our facilities, staff teams, and budget, would
it look like this?
If not, how would it look? How would we staff and
program facilities? How would we collaborate
across specialties?
How can we establish a scalable system that can
respond to changes in the communitys ability to
support these services?
Director Mike Abbat
Understand the Problem
Think Holistically
Make it Strategic
Planning Process
Director Mike Abbat
Decentralized system
Incremental approach lead to:
Structural Inefficiencies
Overlapping Responsibilities
Duplication of effort
Defining the Problem:
Current service delivery
model is unsustainable
The Spectrum of Current PP&R Programming Models
Highly Centralized
Highly Customized
Aquatics
AIR
Community
Music
Center
Senior
Recreation
Youth
Basketball
Tennis
Softball
Environmental
Education
Outdoor
Recreation
Community
Centers &
SUN
Schools
Environ
-mental
Ed
Music
Arts
Outdoor
Rec
Team
Sports
Multnomah
Arts
Center
Use Data to Inform Strategy
Very Low
($0-$25,000)
25%
Low
($25,000 -
$40,000) 17%
Middle
($40,000 -
$75,000) 31%
Upper Middle
($75,000 -
$125,000)
18%
High
($125,000 and
over) 10%
Mt Scott Community Center & Pool
Service Area Household Income
2012 US Census
MARKETING Pricing Consistency (sliding scale even okay).
BUDGET Save Money & Time
Don't drive to meetings
Use internal conference calls. (PP&R already pays
for this service).
Organize a "tool shed" of supplies that can be
shared, for example: coolers
ACCESS Define the difference between Discounts and
Scholarships.
PROGRAMMING External:
Recreation styles vary
No recreation is one-size-fits-all
Ensure variety in instructors and style
Consider local community needs/ expectations
FACILITIES Train building managers in Building Operations such
as heating, electricity, boilers, AC Units, etc.
ROLES AND
RESPONSIBILITIES
Outcome Based Staffing
Determine which buildings need fitness,
preschool, or social programmers.
Pay scale consistency
Expectations and skill set consistency
Thinking Holistically
Community
Assessment
Program
Developent
Promotion
Production &
Delivery
Evaluation &
Wrapup
Zone Manager
Recreation
Supervisor
Recreation
Coordinator II
Recreation
Coordinator I
Instructors
Unpacking Programming
1. Identify:
1. All the tasks the comprise programming
2. Who does those tasks
2. Understand:
1. Roles & Responsibilities
2. Inter-dependencies
3. Overlaps and duplications
Community
Assessment
Program
Developent
Promotion
Production &
Delivery
Evaluation &
Wrapup
Zone Manager
Recreation
Supervisor
Recreation
Coordinator II
Recreation
Coordinator I
Instructors
Repack Programming
1. Define:
1. Optimal Roles and Responsibilities
2. New Roles
3. Superfluous Roles
2 Rebuild:
1. Responsibilities by Role
2. Streamline Tasks
3. Remove unnecessary Overlaps and
Duplications
Not all plans are strategic.
A strategic plan exhibits certain
characteristics that distinguish it from a
business plan or an annual work plan:

A. Position
B. Choice
C. Alignment
What makes it Strategic?
The focus of this service
delivery strategy is on
improvements to the way in
which recreation services are
coordinated and delivered.
Service
Delivery
Strategy
Equity of Access
Coordinated
Programming
Unpack Programming
Recreation Revolution: Themes and Initiatives
Optimize Facility Usage
Explore alternative service
delivery arrangements
Roles & Responsibilities
Marketing Technology
Resources & Budget
Define, Simplify, & Fund
Scholarships
Marketing
Citywide discounts/promotions
Print Media
Broadly Interrelated
Tightly Integrated
Vision,
Mission,
Values
Standardize wages
Standardize Expectations
& Related Training
Customer Service & Research
Standardize Pricing
Reset Revenue Allocations
Optimize facilities portfolio
Coordinate
Free Activities
Streamline Supply Chains
Phase In Centralized
Programming
Assess facility attributes
Evaluate community
expectations
Reset Budget Allocations
Develop Sponsorships
Update Scholarship Policy
Function based roles
Central Hiring for
coordinated programs
Service
Delivery
Strategy
Equity of Access
Coordinated
Programming
Unpack Programming
Resources & Budget
Scholarships
Marketing
Print Media
Tightly Integrated
Vision,
Mission,
Values
Standardize wages
& Related Training
Standardize Pricing
Coordinate
Free Activities
Programming
Evaluate community
expectations
Central Hiring for
Service
Delivery
Strategy
Equity of Access
Coordinated
Programming
Unpack Programming
Resources & Budget
Scholarships
Marketing
Print Media
Tightly Integrated
Vision,
Mission,
Values
Standardize wages
& Related Training
Standardize Pricing
Coordinate
Free Activities
Programming
Evaluate community
expectations
Central Hiring for
Service
Delivery
Strategy
Equity of Access
Coordinated
Programming
Unpack Programming
Resources & Budget
Scholarships
Marketing
Print Media
Tightly Integrated
Vision,
Mission,
Values
Standardize wages
& Related Training
Standardize Pricing
Coordinate
Free Activities
Programming
Evaluate community
expectations
Central Hiring for
Service
Delivery
Strategy
Equity of Access
Coordinated
Programming
Unpack Programming
Resources & Budget
Scholarships
Marketing
Print Media
Tightly Integrated
Vision,
Mission,
Values
Standardize wages
& Related Training
Standardize Pricing
Coordinate
Free Activities
Programming
Evaluate community
expectations
Central Hiring for
Service
Delivery
Strategy
Equity of Access
Coordinated
Programming
Unpack Programming
Resources & Budget
Scholarships
Marketing
Print Media
Tightly Integrated
Vision,
Mission,
Values
Standardize wages
& Related Training
Standardize Pricing
Coordinate
Free Activities
Programming
Evaluate community
expectations
Central Hiring for
Service
Delivery
Strategy
Equity of Access
Coordinated
Programming
Unpack Programming
Resources & Budget
Scholarships
Marketing
Print Media
Tightly Integrated
Vision,
Mission,
Values
Standardize wages
& Related Training
Standardize Pricing
Coordinate
Free Activities
Programming
Evaluate community
expectations
Central Hiring for
Service
Delivery
Strategy
Equity of Access
Coordinated
Programming
Unpack Programming
Resources & Budget
Scholarships
Marketing
Print Media
Tightly Integrated
Vision,
Mission,
Values
Standardize wages
& Related Training
Standardize Pricing
Coordinate
Free Activities
Programming
Evaluate community
expectations
Central Hiring for
Director Mike Abbat
Challenges
Successes
Implementation
Director Mike Abbat
Implementation
Moving from Strategy to Implementation
Spring Go Decision
Teams formed, each led by a manager,
w/ staff teams
Heavy engagement this spring and
summer, tough time!
Change is always hard
Importance of transparency
Conflict is natural and can be
positive
Success lies in how conflict is
handled
Learn more from differing
opinions than from yes people

Challenges
Successes
Standardized part-time wages and job descriptions
PREP implementation, Active Pass/Sr. Recreation
classes, Skate Committee
Long term gains
and buy-in
5k Committee
Service
Delivery
Strategy
Equity of Access
Coordinated
Programming
1. Unpack Programming
Resources & Budget
Scholarships
Marketing
Print Media
Tightly Integrated
Vision,
Mission,
Values
Standardize wages
& Related Training
Standardize Pricing
Coordinate
Free Activities
2. Phase In Centralized
Programming
Evaluate community
expectations
Central Hiring for
Recreation Revolution: 5K Runs
Service
Delivery
Strategy
Equity of Access
Coordinated
Programming
Resources & Budget
Scholarships
Marketing
Print Media
Tightly Integrated
Vision,
Mission,
Values
Standardize wages
3. Standardize Expectations
& Related Training
3. Standardize Pricing
Coordinate
Free Activities
Programming
Evaluate community
expectations
Central Hiring for
Service
Delivery
Strategy
Equity of Access
Coordinated
Programming
Resources & Budget
Scholarships
Marketing
4. Citywide discounts/promotions
Print Media
Tightly Integrated
Vision,
Mission,
Values
Standardize wages
& Related Training
Coordinate
Free Activities
Programming
Evaluate community
expectations
Central Hiring for
Service
Delivery
Strategy
Equity of Access
Coordinated
Programming
5. Marketing Technology
Resources & Budget
Scholarships
Marketing
Print Media
Tightly Integrated
Vision,
Mission,
Values
Standardize wages
& Related Training
Coordinate
Free Activities
Programming
Evaluate community
expectations
Central Hiring for
Service
Delivery
Strategy
Equity of Access
Coordinated
Programming
Resources & Budget
Scholarships
Marketing
Print Media
Tightly Integrated
Vision,
Mission,
Values
Standardize wages
& Related Training
Coordinate
Free Activities
Programming
Evaluate community
expectations
6. Develop Sponsorships
Central Hiring for
Service
Delivery
Strategy
Equity of Access
Coordinated
Programming
Resources & Budget
Scholarships
Marketing
Print Media
Tightly Integrated
Vision,
Mission,
Values
Standardize wages
& Related Training
Coordinate
Free Activities
Programming
7. Evaluate community
expectations
Central Hiring for
Service
Delivery
Strategy
Equity of Access
Coordinated
Programming
8. Explore alternative service
Resources & Budget
Scholarships
Marketing
Print Media
Tightly Integrated
Vision,
Mission,
Values
Standardize wages
& Related Training
Coordinate
Free Activities
Programming
7. Evaluate community
expectations
Central Hiring for
Service
Delivery
Strategy
Equity of Access
Coordinated
Programming
Unpack Programming
Resources & Budget
Scholarships
Marketing
Print Media
Tightly Integrated
Vision,
Mission,
Values
Standardize wages
& Related Training
Standardize Pricing
Coordinate
Free Activities
Programming
Evaluate community
expectations
Central Hiring for
Service
Delivery
Strategy
Equity of Access
Coordinated
Programming
Resources & Budget
Scholarships
Marketing
Print Media
Tightly Integrated
Vision,
Mission,
Values
Standardize wages
& Related Training
Standardize Pricing
Coordinate
Free Activities
Programming
Evaluate community
expectations
Central Hiring for
Getting everyone on board
Hard to visualize initially
Divide and conquer strategy
Utilize diverse experience of staff
Create climate that encourages innovation
Roles & Responsibilities:
Portfolio Coordinator

1 coordinator heads each focused program
Use committee of site staff to make decisions

Aquatics
Teens
Music
Arts
Fitness
Senior
Adaptive & Inclusive
Environmental Education
Sports
Education & Enrichment
Preschool
Special Events & Marketing
Site Staff
Site staff have multiple areas of responsibility
Staffing levels no longer dependent on staff
strengths
Site staff can focus on community needs

Customers get same experience everywhere
Focus on how to teach, not what to teach
Allows teachers to teach at more sites
Bench depth; more qualified instructors to cover
absences

Benefits of Standardized Approach
Cross-Programming:
Dont Reinvent the Wheel!
C
o
m
m
u
n
i
t
y
A
s
s
e
s
s
m
e
n
t
E
v
a
l
u
a
t
i
o
n
P
r
o
d
u
c
t
i
o
n
&

D
e
l
i
v
e
r
y
P
r
o
m
o
t
i
o
n
Development
Director Mike Abbat
Where We are Now
What We Hope to Achieve
Closing Thoughts
Director Mike Abbat
How were moving forward
What our vision is for how it will work
It will not be perfect
We strive to be a learning organization that is
constantly improving and refining
Probably 3 years before things feel
comfortable

Where We are Now
This is not about choosing between a more
controlled system or having creativity its not a
zero sum game
Rec Rev has given us a new way of looking at
things recognizing that if something is good in
one location, theres a good chance it could be
good in many locations
We dont want everyone to have to do everything
everywhere. People will have resources and
systems to support service delivery.

What We Hope to Achieve
The Service Delivery Strategy
document is available as a
pdf. Give your email address
to us if you would like a copy.
Director Mike Abbat
Eileen Argentina Eileen.Argentina@PortlandOregon.gov
Randy Webster Randy.Webster@PortlandOregon.gov
Jamie Burrows Jamie.Burrows@PortlandOregon.gov
Josh Wells Josh.Wells@PortlandOregon.gov
Thank you!
This concludes our presentation. At
this time we would like to open things
up for discussion and any questions
you may have.

Director Mike Abbat

Orpa 2013 Composite Final

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Orpa 2013 Composite Final

Uploaded by

Copyright:

Available Formats

www.PortlandParks.

org Commissioner Amanda Fritz

You might also like