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State of Indiana Civil Rights Commission

State of Indiana Civil Rights Commission. STRATEGIC PLAN 2010-2013. Mission. The Indiana Civil Rights Commission enforces the Indiana civil rights laws and provides quality information & education and services to the public in an effort to ensure equal opportunity for

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State of Indiana Civil Rights Commission

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  1. State of Indiana Civil Rights Commission STRATEGIC PLAN 2010-2013

  2. Mission The Indiana Civil Rights Commission enforces the Indiana civil rights laws and provides quality information & education and services to the public in an effort to ensure equal opportunity for all Hoosiers and visitors to the State of Indiana.

  3. Vision Statement The Indiana Civil Rights Commission will be an important societal influence working to identify and address the civil rights issues of the 21st century.

  4. Focus Areas • Equal employment • Affirmatively furthering fair housing • Equal Access to a quality education

  5. Perception Survey • Distributed from Oct. 21, 2011-Oct. 20, 2011 utilizing Survey Monkey and traditional hard copy surveys • 912 respondents from 67 Indiana towns/cities • Key Findings • Hoosiers are still subject to discrimination • 58% of those polled said they have been discriminated against in their lifetime • Discrimination remains a problem • More than 90% of those polled said discrimination remains a serious problem in Indiana • The public has very little knowledge of the ICRC • Less than 12% of those polled said they understand what the ICRC does

  6. Strategic Objectives • Establish formal working relationships with strategic partners throughout the state • Continue to increase the agency’s statewide brand recognition via targeted outreach efforts and direct messaging • Create and maintain a level of agency efficiency

  7. Strategic Objective #1 Strategic Objective 1: Develop strong community partners statewide • Establish a minimum of (2) two formalized working agreements in each of our target areas and strive to develop partnerships in non-target areas with community organizations • 90% of the top business, nonprofit and government leaders in the United States feel working with community organizations is vital

  8. Strategic Objective #1 Strategic Objective 1: Develop strong community partners statewide Implementation • Formalize agreement • Conduct education/outreach activity • Develop a system of communication and information sharing • Make periodic and continued visits to target and non-target communities • Survey target and non-targeted communities

  9. Strategic Objective #1 Strategic Objective 1: Develop strong community partners statewide Key Partners • Housing Authority of South Bend • Indiana Black Expo, Inc. • Latin Media, LLC. • Indiana Minority Business Magazine • Burmese Advocacy Center • Gary Chamber of Commerce • Back Home in Indiana Alliance • City of Terre Haute Human Relations Commission *More than 50 ongoing partnerships statewide*

  10. Strategic Objective #2 Strategic Objective 2: Increasing statewide brand recognition • To achieve an improvement of 60% on overall brand recognition and 25% in overall perception of the state of civil rights in Indiana on post-surveying as compared to baseline survey results

  11. Strategic Objective #2 Strategic Objective 2: Increasing statewide brand recognition Strategy One: Baseline Survey Strategy Two: Develop Agency Messaging Strategy Three: Activities, Events and Outreach Strategy Four: Analyze ROI and post-test survey *Strategies one, two, and three are in progress. Strategy four to be conducted in the 4th quarter of 2012.

  12. Strategic Objective #3 Strategic Objective 3: Creating and maintaining agency efficiency and measureable customer service Short-Term • Assess investigator caseload and proportion that are aged • Devise questions to ask Complainants and Respondents to determine satisfaction • Establish process of surveying

  13. Strategic Objective #3 Strategic Objective 3: Creating and maintaining agency efficiency and measureable customer service Medium-Term • Assess the quality of investigators • Develop process for prioritizing complaints • Begin conducting customer surveys • Establish baseline customer satisfaction level • Identify training opportunities for investigators • Begin cross-training investigators

  14. Strategic Objective #3 Strategic Objective 3: Creating and maintaining agency efficiency and measureable customer service Long-Term • Assess improvements in aged cases and customer satisfaction • Establish shared responsibilities for investigation supervisors • Begin comprehensive investigator training • Re-distribute caseload to complete “multi-purpose” investigators • Continue to monitor adequate caseloads and aged inventory

  15. Closing Remarks The ICRC will continue its efforts to: • Build a better statewide presence • Increase brand awareness • Provide quantifiable results • Create “real impacts” in communities statewide • Improve customer satisfaction

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