Compass Family Services has been committed to ending family homelessness in San Francisco for more than 100 years. With siloed programs and a need for improved internal communications, the staff was hoping to find better clarity on the expectations of their roles, and identify strategies for success. Moreover, without a centralized process for collecting and utilizing data, they needed better organization tactics and a greater level of accountability among their team members.
For more than a century, Compass Family Services has been committed to helping homeless and at-risk families become stably housed, emotionally and physically healthy, and economically self-sufficient. In order to continue fulfilling their mission after so many years of service, they needed to press the reset button on their internal practices, program delivery, and communication methods.
Clarify internal communications
Implement sustainable, effective practices
In order to help Compass Family Services reach their goals, Pivot worked closely with senior leadership and middle management over the course of a year to implement sustainable, effective practices. By directly supporting the Impact and Learning Team, we helped Compass improve, professionalize and grow their Impact department, as well as project manage custom work streams around database utilization, reporting and communication among teams.
Culture of accountability
Most importantly, Compass hired an Inaugural Director of Impact and Learning to take the reins on these new initiatives. Next, they implemented a reporting structure that allowed for the monitoring of program model efficacy and client outcomes. These critical steps resulted in an overhaul in internal communication about expectations and impact, creating a stronger culture of accountability.