- Created
- November 2018
Last Updated - September 21, 2021
1. Introduction
The Pacific Training Centre for the Blind (PTCB) demonstrates accountability by developing and implementing a performance measurement and management plan that produces information PTCB can act on to improve results for students, other stakeholders, and PTCB itself.
The foundation for successful performance measurement and management includes:
A) Leadership accountability and support;
B) Mission-driven measurement;
C) A focus on results achieved for students;
D) Meaningful engagement of stakeholders;
E) An understanding of extenuating and influencing factors that may impact performance;
F) Staff that are knowledgeable about and engaged in performance measurement and management;
G) Investment in resources to implement performance measurement and management;
H) Measurement and management of business functions to sustain and enhance PTCB and its mission.
2. Data Collection, Analysis, and Results
2.1. About the Data
In accordance with this plan, PTCB staff collect data that is relevant and used to measure program and Business function objectives. Members of the leadership periodically review the types of data collected and ensure the data continue to be relevant for measuring program and business objectives.
PTCB collects data that help staff to appropriately measure how effective, efficient and successful programs are and that ensure the PTCB is meeting identified targets for key performance indicators; PTCB uses a variety of data sources, outlined in the “sources’ section of this plan, for these purposes.
PTCB leadership make every effort to guarantee integrity, accuracy, completeness, and consistency of data, so they can effectively measure performance, run the organization well and make solid and informed decisions.
The team designs methods for collecting data that are complete, error-free, and objective, and which produce consistent results; The design also makes it easier for staff to collect data in the future.
Some steps taken are:
A) Train all new and existing staff on what data points they are responsible for collecting and how to record each data point in a complete and accurate manner. Explain and periodically review all measures and special codes.
B) Make sure to include all programs when improving information and performance; include all groups of participants when gathering or analysing data; and include all data points or key performance indicators, making every effort to ensure these elements never get missed.
C) Check all databases for completeness of records before analysing the data, generating reports and making decisions. As part of this process, locate missing records, find and correct errors and do routine cross checks of data sources
2.2. Characteristics of Students
The shared characteristics of PTCB’s students, based on PTCB enrolment criteria, are:
A) Blind, Deafblind, or experiencing vision loss; and
B) 19 years of age or older.
It is important to note that beyond these shared characteristics, many other attributes make up the diverse student population. Staff collect data (such as race/ethnicity, gender expression, additional medical conditions/disabilities, home city, and home province) to identify gaps and opportunities to improve services.
2.3. Other Data
Like the characteristics of students above, staff collect the blindness/Deafblindness skills training history of students and their goals to identify most-needed areas of blindness/Deafblindness skills training.
2.4. Data Analysis
Staff will collect Data to analyze against historical data and examine trends to understand their causes. Where possible, they will compare data against outside sources such as: regional, provincial/territorial, and national demographic data; results from other training centres; and leading industry research.
PTCB will analyze data yearly to identify gaps and determine program effectiveness and efficiency. Results from this data analysis will determine KPIs and targets for the following period. Leadership will use insights about gaps to form the Performance Improvement Plan.
As part of the analysis of gaps and opportunities, staff may identify changes in measures for service delivery objectives. PTCB may need these changes to reflect environmental, legislative, regulatory, societal, financial, program/service, or other changes.
2.5. Communication of Results
PTCB will share results of the data analysis with stakeholders in an email report within 6 months of data analysis.
3. Data Sources
3.1. Internal Data Sources
- Source
- Intake Forms/Interviews
Position Responsible - Program and Student Affairs Coordinator
Timeframe(s) - At time of enrolment
- Source
- Student Goals
Position Responsible - Blindness/Deafblindness Skills Training Staff
Timeframe(s) - At the beginning of each term (September and February)
- Source
- Initial and Follow-Up Assessments Using Checklists
Position Responsible - Blindness/Deafblindness Skills Training Staff
Timeframe(s) - Monthly from September to June
- Source
- Student Attendance Records
Position Responsible - Program and Student Affairs Coordinator
Timeframe(s) - Ongoing from September to June
- Source
- Reports on Student Progress
Position Responsible - Blindness/Deafblindness Skills Training Staff
Timeframe(s) - For each lesson a student attends, completed within the week
- Source
- Student Surveys
Position Responsible - Program and Student Affairs Coordinator
Timeframe(s) - At the end of each term (February and June)
- Source
- Verbal/Written Feedback from Students and Staff
Position Responsible - Program and Student Affairs Coordinator
Timeframe(s) - Ongoing as feedback is provided
- Source
- Special Reports for Student Projects (drop routes, large group meals, etc.)
Position Responsible - Blindness/Deafblindness Skills Training Staff
Timeframe(s) - Within 1 week of the completion of the project
- Source
- Exit Reports
Position Responsible - Program and Student Affairs Coordinator
Timeframe(s) - Within 1 week of a student leaving the program
- Source]
- Graduation Register
Position Responsible - Program and Student Affairs Coordinator
Timeframe(s) - Within 1 week of a student’s graduation
- Source
- Followup Interviews
Position Responsible - Program and Student Affairs Coordinator
Timeframe(s) - 3 months, 6 months and 1 year after a student’s graduation
- Source
- Record of Inquiries
Position Responsible - Administrative Assistant
Timeframe(s) - Ongoing as inquiries are made
- Source
- Student Wait List
Position Responsible - Program and Student Affairs Coordinator
Timeframe(s) - Ongoing as students register interest
- Source
- Record of Complaints
Position Responsible - Executive Director
Timeframe(s) - Ongoing as complaints are made
- Source
- Incident Reports
Position Responsible - Executive Director and Program and Student Affairs Coordinator
Timeframe(s) - Ongoing as incidents occur
- Source
- Staff Invoices
Position Responsible - Administrative Assistant
Timeframe(s) - Monthly
- Source
- Staff Meetings
Position Responsible - Program and Student Affairs Coordinator
Timeframe(s) - Every 2 weeks from September to June
- Source
- Student Schedules
Position Responsible - Program and Student Affairs Coordinator
Timeframe(s) - Every week from September to June
- Source
- Performance Improvement Report
Position Responsible - Executive Director and Program and Student Affairs Coordinator
Timeframe(s) - Yearly, within three months of the end of the previous fiscal year
- Source
- Staff Evaluations
Position Responsible - Executive Director
Timeframe(s) - Yearly (June)
- Source
- Executive Director Evaluation
Position Responsible - Board of Directors
Timeframe(s) - Yearly (September)
- Source
- Staff Workshop Notes
Position Responsible - All Staff
Timeframe(s) - Ongoing as workshops are taken
- Source
- Professional Development Tracker
Position Responsible - Program and Student Affairs Coordinator, supported by Admin Assistant
Timeframe(s) - Ongoing as workshops are taken
- Source
- Staff Surveys
Position Responsible - Executive Director
Timeframe(s) - Yearly (June)
- Source
- Performance Improvement Plan
Position Responsible - Executive Director and Program and Student Affairs Coordinator
Timeframe(s) - Every June
- Source
- Drill Effectiveness Reports
Position Responsible - Executive Director, Program and Student Affairs Coordinator
Timeframe(s) - Within 1 week after each drill is conducted
- Source
- Health and Safety Report
Position Responsible - Executive Director, Program and Student Affairs Coordinator
Timeframe(s) - Every June
- Source
- Accessibility Plan
Position Responsible - Executive Director, Program and Student Affairs Coordinator
Timeframe(s) - Every May
- Source
- Risk Management Plan
Position Responsible - Executive Director, Program and Student Affairs Coordinator
Timeframe(s) - Every May and September
- Source
- Technology Plan
Position Responsible - Executive Director, Program and Student Affairs Coordinator, IT Services TEam
Timeframe(s) - Every January
- Source
- Email Subscribers Database
Position Responsible - Executive Director, IT SErvices Team
Timeframe(s) - Monthly from September to June
- Source
- Social Media Statistics
Position Responsible - Executive Director, IT Services Team
Timeframe(s) - Monthly from September to June
- Source
- Membership Register
Position Responsible - Board of Directors
Timeframe(s) - Before Annual General Meeting and as members are added
- Source
- Curriculum Documentation
Position Responsible - Program and Student Affairs Coordinator and Instructors
Timeframe(s) - Ongoing as changes are needed
- Source
- Program Contacts
Position Responsible - Executive Director and Director of Operations
Timeframe(s) - Ongoing as contacts are made
- Source
- Staff/Volunteer Training Modules
Position Responsible - Executive Director and Program and Student Affairs Coordinator
Timeframe(s) - Ongoing as changes are needed
3.2. External Data Sources
The Program and Student Affairs Coordinator is responsible for gathering data from external sources annually so that comparisons with internal sources can be carried out. External data sources include but are not limited to the following:
- Government of Canada (Canada)
- Statistics Canada (Canada)
- Professional Development and Research Institute on Blindness (United States of America)
- National Blindness Professional Certification Board (United States of America)
4. Key Performance Indicators (KPI)
4.1. Program
Objective 1: More blind/Deafblind people with the full range of skills to live independently
- KPI
- Number of Students Graduated
Applies to - Current students
Sources - Initial and Follow-Up Assessments Using Checklists; Reports on Student Progress; Special Reports for Student Projects; Exit Reports; Graduation Register
Target for 2020-2021 - 1
Result for 2020-2021 - 1
Target for 2021-2022 - 1
Objective 2: More blind/Deafblind people making progress towards gaining skills to live independently
- KPI
- Number of Students Served
Applies to - Current students
Sources - Intake Forms/Interviews; Student Attendance Records; Record of Inquiries
Target for 2020-2021 - 20
Result for 2020-2021 - 25
Target for 2021-2022 - 20
- KPI
- Number of Students Making Progress on Their Goals
Applies to - Current students
Sources - Student Goals; Reports on Student Progress; Student Surveys; Verbal/Written Feedback from Students and Staff; Special Reports for Student Projects
Target for 2020-2021 - 12
Result for 2020-2021 - 11
Target for 2021-2022 - 12
- KPI
- Number of New Students Enrolled for Current Year
Applies to - Prospective students
Sources - Intake Forms/Interviews
Target for 2020-2021 - 5
Result for 2020-2021 - 8
Target for 2021-2022 - 0
Note - The focus for the 2021-2022 year is currently on serving existing students as many of them had disruptions to their learning due to COVID-19.
Objective 3: A high level of satisfaction with the program
- KPI
- Percentage of Students Who Reported Feeling They Were Treated with Dignity and Respect
Applies to - Current students
Sources - Student Surveys; Verbal/Written Feedback from Students and Staff
Target for 2020-2021 - 90%
Result for 2020-2021 - 83%
Target for 2021-2022 - 90%
- KPI
- Percentage of Students Who Reported That the Program Met Their Needs
Applies to - Current students
Sources - Student Surveys; Verbal/Written Feedback from Students and Staff
Target for 2020-2021 - 80%
Result for 2020-2021 - 83%
Target for 2021-2022 - 80%
- KPI
- Percentage of Students, Staff, and Other Stakeholders Who Felt Any Grievances or Concerns They Had Were Addressed Appropriately
Applies to - Prospective Students, current students, staff, and other stakeholders
Sources - Student Surveys; Verbal Written Feedback from Students and Staff; Record of Complaints; Incident Reports
Target for 2020-2021 - 80%
Result for 2020-2021 - N/A
Note - No complaints in this fiscal
Target for 2021-2022: 80% - KPI
- Percentage of Students Who Reported Satisfaction with the Program
Applies to - Current students
Sources - Student Surveys; Verbal/Written Feedback from Students and Staff
Target for 2020-2021 - 90%
Result for 2020-2021 - 83%
Target for 2021-2022 - 90%
- KPI
- Percentage of Students Who Report Satisfaction with the Program’s Physical and Virtual Facilities
Applies to - Current students
Sources - Student Surveys; Verbal/Written Feedback from Students and Staff
Target for 2020-2021 - N/A
Result for 2020-2021 - N/A
Target for 2021-2022 - 80%
- KPI
- percentage of Students Who Report Satisfaction with Progress Achieved
Applies to - Current students
Sources - Student Surveys; Verbal/Written Feedback from Students and Staff; Followup Interviews
Target for 2020-2021 - N/A
Result for 2020-2021 - N/A
Target for 2021-2022 - 80%
- KPI
- Percentage of Students Who Reported Satisfaction with the Level of Supports They Were Provided
Applies to - Current students
Sources - Student Surveys; Verbal/Written Feedback from Students and Staff
Target for 2020-2021 - N/A
Result for 2020-2021 - N/A
Target for 2021-2022 - 80%
- KPI
- Percentage of Students Who Don’t Drop Out Before Completion
Applies to - Current students
Sources - Exit Reports; Student Attendance Records
Target for 2020-2021 - 80%
Result for 2020-2021 - 96%
Target for 2021-2022 - 80%
Objective 4: Resources are allocated efficiently to best serve students
- KPI
- Direct Service Hours of Staff
Applies to - Current students and staff
Sources - Staff Invoices; Student Attendance Records; Student Schedules
Target for 2020-2021 - 2000
Result for 2020-2021 - 2426.5
Target for 2021-2022 - 1775
- KPI
- Maximum Capacity (Physical/Virtual Spaces and Instructors) for Concurrent Classes
Applies to - Current students and staff
Sources - Student Schedules
Target for 2020-2021 - 4
Result for 2020-2021 - 5
Target for 2021-2022 - 5
Objective 5: Ensure curriculum remains relevant and keeps up with new training methods
- KPI
- Percentage of Curriculum Material Developed, Refined, or Improved
Applies to - Staff
Source - Curriculum Documentation
Target for 2020-2021 - 100%
Result of 2020-2021 - 100%
Target for 2021-2022 - 50%
- KPI
- Number of Industry Connections Made
Applies to - Program
Source - Program Contacts
Target for 2020-2021 - N/A
Results for 2020-2021 - 1
Target for 2021-2022 - 1
Objective 6: Timely response to prospective students
- KPI
- Maximum Number of Business Days Between Initial Training Inquiry and Initial Followup
Applies to - Prospective students, administrative staff
Sources - Record of Inquiries
Target for 2020-2021 - N/A
Result for 2020-2021 - N/A
Target for 2021-2022 - 5
Objective 7: Identified program improvement goals are being implemented
- KPI
- Percentage of Program Improvement Goals Met
Applies to - All staff
Source - Performance Improvement Plan, Performance Improvement Report
Target for 2020-2021 - 75%
Result for 2020-2021 - 75%
Target for 2021-2022 - 83%
4.2. Business Functions
Objective 8: Staff are more equip to support students with diverse backgrounds and needs
- KPI
- Number of Diversity Workshops Attended by Staff (e.g. LGBTQ+, race, and gender diversity; Deafblindness, stroke, multiple disabilities, and other disabilities; indigenous peoples; and mental health)
Applies to - All staff
Sources: Staff Meetings; Staff Workshop Notes; Professional Development Tracker
Target for 2020-2021 - 10
Result for 2020-2021 - 12
Target for 2021-2022 - 25
- KPI
- Number of Diversity-Related Changes Made to Documentation
Applies to - Program
Sources - Staff/Volunteer Training Modules
Target for 2020-2021 - N/A
Results for 2020-2021 - N/A
Target for 2021-2022 - 2
Objective 9: Staff are able to meet the needs of students, other staff, and the organization in a respectful, meaningful, and effective manner
- KPI
- Number of Internal and External Workshops and Classes Attended by Staff on Position-Related Areas
Applies to - All staff
Sources - Staff Meetings; Staff Workshop Notes; Professional Development Tracker
Target for 2020-2021 - 10
Result for 2020-2021 - 35
Target for 2021-2022 - 10
- KPI
- Satisfaction with the Performance of the Executive Director (ED)
Applies to - All staff (excluding ED), Board Members, and Students
Source - Executive Director Evaluation, Verbal/Written Feedback from Students and Staff; Record of Complaints
Target for 2020-2021 - N/A
Result for 2020-2021 - N/A
Target for 2021-2022 - 80%
- KPI
- Satisfaction with the Performance of Staff (Excluding ED)
Applies to - All staff and students
Source - Staff Evaluations; Staff Surveys; Student Surveys; Verbal/Written Feedback from Students and Staff; Record of Complaints
Target for 2020-2021 - N/A
Result for 2020-2021 - N/A
Target for 2021-2022 - 80%
Objective 10: There is an increased familiarity with internal health and safety procedures
- KPI
- Number of Safety Drills Conducted
Applies to - Staff, Students, Volunteers
Source - Drill Effectiveness Reports; Health and Safety Report
Target for 2020-2021 - 0
Result for 2020-2021 - 0
Note - Due to all classes being conducted either virtually, in students homes, or in public spaces because of COVID-19, there were no health and safety drills conducted.
Target for 2021-2022 - 0
Note - See above note about COVID-19.
- KPI
- Number of Staff Training Sessions Conducted About Health and Safety
Applies to - Staff, Students, and Volunteers
Source - Health and Safety Report; Staff Meetings
Target for 2020-2021 - 4`
Result for 2020-2021 - 5
Target for 2021-2022 - 4
Objective 11: Identified business function improvement goals are being implemented
- KPI
- Percentage of Accessibility Improvement Goals Met
Applies to - Everyone
Source - Accessibility Plan
Target for 2020-2021 - 75%
Result for 2020-2021 - 75%
Target for 2021-2022 - 80%
- KPI
- Percentage of Business Functions Improvement Goals Met
Applies to - Everyone
Source - Performance Improvement plan; Performance Improvement Report
Target for 2020-2021 - 71%
Result for 2020-2021 - 57.1%
Target for 2021-2022 - 75%
- KPI
- Percentage of Risk Management Improvement Goals Met
Applies to - Everyone
Source - Risk Management Plan
Target for 2020-2021 - N/A
Result for 2020-2021 - N/A
Target for 2021-2022 - 75%
- KPI
- Percentage of Technology Improvement Goals Met
Applies to - Everyone
Source - Technology Plan
Target for 2020-2021 - 75%
Result for 2020-2021 - 75%
Target for 2021-2022 - 80%
Objective 12: An increased awareness among blind/Deafblind people and their support systems that training to become independent is available
- KPI
- Total Number of Inquiries
Applies to - Prospective students, families of prospective students, support networks of prospective students, professional organizations (E.G. doctors offices and community organizations)
Sources - Record of Inquiries
Target for 2020-2021 - 100
Result for 2020-2021 - 39
Target for 2021-2022 - 100
- KPI
- Number of Training-Related Inquiries
Applies to - Prospective students, families of prospective students, support networks of prospective students, professional organizations (E.G. doctors offices and community organizations)
Sources - Record of Inquiries
Target for 2020-2021 - 20
Result for 2020-2021 - 18
Target for 2021-2022 - 20
- KPI
- Number of Students Enrolled for Future Years
Applies to - Prospective students
Sources - Student Wait List
Target for 2020-2021 - 5
Result for 2020-2021 - 11
Target for 2021-2022 - 5
- KPI
- Number of People Receiving Marketing Emails
Applies to - General Public
Source - Email Subscribers Database
Target for 2020-2021 - N/A
Result for 2020-2021 - 170
Target for 2021-2022 - 200
- KPI
- Number of Followers on Social Media
Applies to - General Public
Source - Social Media Statistics
Target for 2020-2021 - 900
Result for 2020-2021 - 1,572
Target for 2021-2022 - 2,000
Objective 13: PTCB has an increased membership
- KPI
- Number of Members
Applies to - Members
Source - Membership Register
Target for 2020-2021 - N/A
Result for 2020-2021 - N/A
Target for 2021-2022 - 25
5. Extenuating and Influencing Factors That May Impact Results
5.1. External Student Environment
Attendance records and feedback from staff and students indicate that many students who are not enrolled in the Out of Town, (formerly Home Stay) stream of the Blind People In Charge program, experience higher absence rates and are less likely to progress as quickly as their Out of Town stream counterparts; this slower progression results from a combination of external factors including: conflicts with work and college; a lack of supportive home environments; and/or transportation barriers (especially during non-COVID-19 times). These hinderances experienced by local students are one reason why PTCB is pivoting its service delivery over the next few years to a campus-style training model, where students will live on campus for up to 10 months. This new model will mitigate the difficulties students face when they take training while still living at home. PTCB is actively working on this transition to a full blindness-immersion program.
5.2. COVID-19
As noted elsewhere in this document, the global COVID-19 pandemic impacted every facet of PTCB’s programs and operations. The PTCB moved most classes to a virtual format in March 2020. The virtual model was less ideal for student learning overall, as many nonvisual skills taught at PTCB require hands-on learning, where instructors worked directly in person with students. At times throughout the pandemic, PTCB instructors worked individually with some students in person under very strict safety measures. The need to work with only one student at a time both virtually and in-person impacted the number of students reached for each hour of instructor time. As a result, most students did not make as much progress towards their goals as hoped. PTCB took this slower progress during the pandemic into consideration when setting targets for the 2021-2022 period.
5.3. Student Finances
PTCB estimates the cost of training a single student from beginning to end of the full curriculum at the proposed campus-style live-in training centre will be approximately $64,000,
Since its inception, PTCB has worked hard to ensure that students’ training is mostly covered by grants, donations, and other funding sources. Without these measures, students, many of whom are on provincial disability income assistance (or their provincial/territorial equivalent) would not be able to access PTCB services.
6. Performance Improvement Plans
Each year, within the month following data analysis, members of the leadership team will write a Performance Improvement Report and develop a Performance Improvement plan for the following period based on the analysis. These reports and plans will contain the gaps and opportunities identified as well as a list of concrete actions to improve the programs and timelines. PTCB staff will make the improvements and follow the timelines in the plan, and they will update the plan yearly.
7. Roles
7.1. Leadership
To remain accountable, PTCB leadership will periodically:
A) Review established objectives, performance indicators, and measures to answer questions from a variety of stakeholders, to guide the organization, and to identify areas for improvement;
B) Meet with stakeholders to gather input and suggestions about PTCB’s performance management activities and plans;
C) Facilitate an ongoing, open exchange with staff via an email mailing list and/or telephone calls to ensure items measured address critical areas and meet stakeholder needs;
D) Oversee surveys completed by staff and students;
E) Participate in staff training on assessment tools and methods to ensure data integrity;
F) Be involved in and oversee curriculum development and lesson planning ;
G) Oversee student onboarding, including student consent, specifically making students aware of their rights and responsibilities and empower them to be in charge of their own learning;
H) Provide staff with professional development opportunities;
I) Facilitate staff meetings to support instructors;
J) Ensure PTCB leaders regularly talk with stakeholders about program delivery and how to improve, modernize and expand the program to better meet the needs of students, staff, and other stakeholders;
K) Ensure PTCB uses information gathered to continuously improve service delivery;
L) Ensure PTCB staff use data gathered on programs to create objective measurements of participant success;
M) Periodically review the organization’s legal, financial, regulatory, compliance, and other obligations, and make sure the PTCB meets these requirements;
N) Inform board members about data, improvements and changes through regular verbal and written reports and attendance at board meetings;
O) Regularly review the technology infrastructure to ensure security, efficiency, effectiveness, reliability, usability, and accessibility;
P) Make sure the PTCB rapidly responds to critical technology incidents;
Q) Review incidents and risk factors and develop and oversee plans to mitigate such risks;
R) Ensure PTCB staff take swift actions to respond appropriately to incidents;
S) Maintain, assess and improve accessibility, diversity, and inclusion,
to better meet the needs of students, staff, other stakeholders, and the public;
T) Maintain and expand portfolio of certifications for organization and organization staff;
U) Present reports to internal and external stakeholders, including: grantors, the public, and participants, such as: Annual Report, Strategic Plan, Financial Statements, etc.;
V) Conduct Annual General Meetings according to law and include periods for questions and answers from stakeholders;
W) Ensure financial reviews are carried out.
8. Review
PTCB will review this plan at least annually for relevancy and update as needed.
