Overview:
Hera Associates partnered with a regional human services organization, leading a transformative initiative aimed at improving their service delivery model. The client - responsible for supporting vulnerable communities - sought to transition from a traditional program-based model to an outcome-based service delivery approach. This transformation required strategic planning, operational redesign, and structured change management process to engage over 200 social impact professionals.
Approach:
Hera Associates employed its signature consulting methodology that blends strategic clarity with collaborative execution to guide our partner through a successful transformation.
Strategic Planning for Measurable Outcomes: We collaborated with the organization’s leadership team to define clear objectives, focusing on improving outcomes for the individuals served. Our strategic planning process included:
Mapping current service lines and identifying bottlenecks.
Aligning performance metrics with measurable outcomes, ensuring that success was tracked beyond service outputs.
Establishing community-centered goals that reflected both the organization’s mission and the needs of the populations served.
Operational Design to Drive Efficiency: Hera Associates re-engineered internal structures, processes, and teams to support the outcome-based model. Key initiatives included:
Streamlining workflows to improve efficiency and reduce delays.
Developing new performance metrics focused on real-time outcomes rather than service activities.
Designing a feedback loop that allowed continuous improvement based on real-time data and client needs.
Change Management for Adoption and Success: Engaging over 200 social impact professionals required a structured change management approach. We implemented:
Workshops and hands-on training to equip staff with the tools, skills and mindset necessary to embrace the new service model.
Leadership coaching programs to empower leaders to champion changes effectively.
Ongoing support mechanisms to troubleshoot challenges and maintain momentum throughout the transition.
Results:
Through this transformation, the organization achieved measurable and impactful outcomes in both team performance and service delivery. Key achievements included:
7% increase in primary business line performance within the first year.
13% increase in the second year, reflecting sustained growth and operational efficiency.
66% increase in revenue over two years, underscoring the effectiveness of the outcome-based model.
Improved staff morale and engagement, with teams aligning their work to meaningful, community outcomes.
Here’s what the client said about working with Hera Associates:
“Partnering with Hera Associates was a game-changer for our organization. Their collaborative approach and expertise in change management empowered our team to transition smoothly into the outcome-based model, unlocking new levels of impact and performance.”
-Executive Director
Why Hera Associates?
At Hera Associates, we believe lasting social impact requires more than strategic vision - it demands operational excellence and empowered teams. Our consulting approach blends strategic clarity with collaborative execution, delivering measurable success through innovative, sustainable solutions.
We help organizations transform from within, the resilience needed to thrive in an ever-changing environment. With a commitment to purpose and results, Hera Associates maximizes the potential of every organization we partner with, driving meaningful and lasting change.
Learn More
Ready to transform your organization and achieve sustainable impact? Contact us to schedule a free consultation and discover how our strategic solutions can support your mission.
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