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 report positive experiences with services.	Overall parent satisfaction	80%	90%
Satisfaction	Client report that they enjoy their time during sessions	% of overall child satisfaction	80%	95%
Effectiveness	Children and families achieve meaningful progress toward their individual goals and desired outcomes.	Percentage of clients who, at discharge, achieved the outcomes identified in their service plan.	80%	86%
Access to service	Children and families receive timely access to services.	Percentage of clients who received an initial assessment within three months of referral.	90% IA	53%
Access to service	Children and families receive timely access to services.	Percentage of clients who received their first service appointment within five months of their initial assessment.	90% SI	85%
Human Resources
Organization maintains or decreases absenteeism		Absenteeism - Centre	< 5%	2%
Organization retains skilled employees		Turnover Rate - all employees	13%	8%
Financial Resources
Fiscal Responsibility	Organization maintains a sound financial position	Current Ratio	> 1.0	1.4
Fiscal Responsibility	Organization operates within its approved budget	% Actual/Budget	≥ 95%	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. This is a long-standing challenge; however, the Centre continues to implement strategies to reduce wait times across all programs.