10/11. every one matters. ANNUAL REPORT. Every individual. Every family. Every community. SOUTH-EAST OTTAWA COMMUNITY HEALTH CENTRE

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1 CENTRE DE SANTÉ COMMUNAUTAIRE DU SUD-EST D OTTAWA CHAQUE PERSONNE COMPTE. SOUTH-EAST OTTAWA COMMUNITY HEALTH CENTRE EVERY ONE MATTERS. SOUTH-EAST OTTAWA COMMUNITY HEALTH CENTRE EVERY ONE MATTERS. SOUTH-EAST OTTAWA COMMUNITY HEALTH CENTRE EVERY ONE MATTERS. CENTRE DE SANTÉ COMMUNAUTAIRE DU SUD-EST D OTTAWA CHAQUE PERSONNE COMPTE. CENTRE DE SANTÉ COMMUNAUTAIRE DU SUD-EST D OTTAWA CHAQUE PERSONNE COMPTE. SOUTH-EAST OTTAWA COMMUNITY HEALTH CENTRE EVERY ONE MATTERS. ANNUAL REPORT 10/11 CENTRE DE SANTÉ COMMUNAUTAIRE DU SUD-EST D OTTAWA CHAQUE PERSONNE COMPTE. every one matters. SOUTH-EAST OTTAWA COMMUNITY HEALTH CENTRE EVERY ONE MATTERS. Every individual. Every family. Every community. CENTRE DE SANTÉ COMMUNAUTAIRE DU SUD-EST D OTTAWA CHAQUE PERSONNE COMPTE.

2 vision We envision a community that works together to ensure a safe, just and healthy life for all where every one matters. we value Honesty, Respect, Responsibility, Inclusiveness, Learning mission South-East Ottawa Community Health Centre works with the diverse community of South-East Ottawa and with partners throughout the region to provide and advocate for integrated, holistic primary health care, social services, community development, and health promotion to: Foster a healthy, welcoming, diverse and safe community Promote healthy development of individuals and families Enable community members to help one another Board of Directors Executive Committee: Wayne Kauk: President Lee Ann Welsh: Vice President Denise Chadala: Vice President Stephanie Wolff: Secretary/Treasurer Members-at-Large: Arlington Dungy Lorein Estephan-Mezher Sandra Wright Directors: John Ford: Director Samantha Hamilton: Director Jane Dickinson: Director Jalil Marhnouj: Director Patricia Long: Director Staff Representatives: Cathie Racicot and Marian Green Ex Officio: Leslie McDiarmid, Executive Director Jeannie Taylor-Page, Recording Secretary South-East Ottawa Community Health Centre 1355 Bank Street, Suite 600 Ottawa, Ontario K1H 8K7 Tel Fax

3 Message from the President and the Executive Director We are pleased to provide the South-East Ottawa Community Health Centre Annual Report. One of the highlights of the year was successful accreditation. Accreditation recognizes the need for organizations to demonstrate formally to funders and the public at large that they are accountable for meeting accepted standards. Accreditation promotes learning, improvement, excellence and innovation. The accreditation process touches on all aspects of not-for-profit organizational life: governance, management, administration, programs and services and work with communities. The process included: surveys of community and educational partners; a review of hundreds of documents; six interviews involving over 33 board members and staff; and observations of SEOCHC. In the final report accessibility, community responsiveness and engagement, and creating a health workplace were highlighted as areas of excellence. We are now accredited until 2014! In our ongoing efforts to bring services under one roof, saw the addition of a Chinese settlement worker seconded from Ottawa Chinese Community Service Centre on site one day a week. In addition, a community diabetes team made up of a nurse and dietician (a regional program coordinated by Centretown CHC) is now housed at SEOCHC to better serve the surrounding community and support professionals in their care of clients with diabetes. Funding from the Ministry of Health Promotion has provided resources to develop and implement health promotion programs for multicultural senior men. Both on-site exercise classes and off-site swimming have been the highlight for participants. A train the trainer model is intended to increase the number of men recognizing the importance of physical activity and expand participation in the community. Staff and Sponsors at AGM 2010 President Wayne Kauk at AGM 2010 ANNUAL REPORT 10/11 1

4 A renovation at the community centre at 1495 Heatherington, the Better Beginnings Better Futures playgroup location, meant packing up literally thousands of toys, materials and equipment and moving the program to the City of Ottawa Recreation Centre a few blocks away. Even the move didn t prevent 536 different children from attending! Our appreciation is extended to the City of Ottawa for the use of their space. We look forward to the use of a high quality space for children and youth programming in the summer of 2011 thanks to the hard work of many including Ottawa Community Housing, United Way Ottawa The Harold Crabtree Foundation, Government of Ontario Ministry of Children and Youth Service, Boys and Girls Club of Ottawa and the Heatherington Tenants Association. The last year has seen SEOCHC working closely with Hunt Club/ Riverside Community Services Centre (HCRCSC) and Serenity Renewal for Families (SRF). SEOCHC has assisted HCRCSC to stabilize operations, increase programming and build strong governance. SRF, an organization that provides addiction services to individuals and families, has faced funding and occupancy challenges in SEOCHC continues to support SRF to find sustainable solutions to continue providing essential programming in our community. Our 250 volunteers, the cornerstone of so much that we do provided about 14,000 hours of service this year. They transported seniors to appointments, assisted in family and children s programming, provided administrative services and contributed to special events and committee work plans. Our board of directors continues to provide strong oversight and in the year ahead will enter into a collaborative strategic planning process with three other community health centres. By working together we will leverage outcomes for shared strategic directions while still ensuring that centre specific strategic priorities are identified, planned for and monitored. Our staff continues to be outstanding. Their compassion, expertise and willingness to be responsive to individuals, families and community has resulted in over 60,000 hours of direct service of which over 25% percent were outside weekday hours. Staff offered programs in 42 different off-site locations and collectively reached over 10,000 individuals. In this time of restraint they have been asked increasingly to do more with less and have stepped up to the plate each time. In the words of one client: Where did you find these people, they are exceptional. And to our clients and community we say thank you! Thank you for providing us the privilege of working with you to build strong neighbourhoods and support the well-being of individuals and families because Every One Matters! Board of Directors ANNUAL REPORT 10/11

5 SOCIAL SERVICES As a member of the Social Services team the Volunteer Coordinator worked with 247 wonderful and committed volunteers. Their work equaled over $141,200 of support to the Centre and community, calculated at minimum wage! In turn, the volunteers were supported via 21 orientation, training and recognition events and 97% of them said they are satisfied with the Centre s program. Without the volunteer work force, the Centre would have to significantly reduce services to the community. Two new groups were offered in addition to the regular eight groups: Women s Circle in English, supporting women survivors of abuse, in partnership with the Rape Crisis Centre, and Parenting Teens in Spanish, in partnership with LAZO, a Latin-American organization. Both were successful and will continue in the coming year. Reminder calls to all clients with counseling appointments made a real difference this year; it helped clients to remember and show up for over 90% of appointments, meeting the Centre s target. Many clients have thanked us for the calls. The community may have been struggling more this past year since we saw a greater number of people (1,278) than usual using the practical support services (help with hydro arrears, support during the December holidays, snow-suit fund, etc). We saw 40 clients in the Addictions Counselling program, which is on site one day per week. The Ottawa Neighbourhood Studies helped to identify the most vulnerable neighbourhoods in south-east Ottawa and staff did outreach presentations in those communities to promote intake walk-in, crisis support and housing support provided by the Centre. Community and Home Supports for 1,800 seniors and adults with disabilities were very busy. The Centre is seeing more vulnerable seniors with complex health issues so many clients were also helped by Primary Care Outreach, a complementary support where both a nurse and a community health worker are available to visit clients in their homes. The nurse s regular contact with the clients family doctors helps with their holistic care. Community Support agencies in Ottawa developed a 3-year Ottawa transportation plan for 2011 to The planned outcome is to have a sustainable shared transportation service across Ottawa that will support existing volunteer transportation services and increase access to service for seniors and adults with disabilities across urban and rural Ottawa. In the north/south urban core of Ottawa, in partnership with 2 other agencies, the Centre drove 285 clients during the year to medical and other essential appointments. We look forward to the year ahead, where one of the biggest challenges is to expand the intake and volunteer coordination programs in order to meet the growing demand from the community. It was an overwhelming and stressful process, but it was worth it! When I was afraid, you were there to help guide me and reassured me it would work out. I am very appreciative of the good follow-up that my therapist does with me. She is professional and helps me a lot. I am very grateful to South East Ottawa Community Health Centre and their staff who responded to my request for help with compassion and speed. What SEOCHC has given my mother is the ability to live the last years of her life with dignity. The value of this cannot be overstated; we all seek dignity, every day of our lives. Dignity doesn t just come from providing home care and support services. It comes from how those services are delivered. Everyone at SEOCHC has been kind, attentive, respectful, and thoughtful. Social Services Team ANNUAL REPORT 10/11 3

6 BETTER BEGINNINGS, BETTER FUTURES This past year was a very challenging but exciting time for staff at the Better Beginnings, Better Futures program. It is the 20 th Year Anniversary of the program and the team has spent time remembering the beginning of the programs, the changes over time and the successes of many participants. Visit our website at to add your own memories! Some of the highlights of this past year have included: securing over $250,000 in cash and $250,000 in donations to renovate 1495 Heatherington the small brick building where we run Playgroup. And although we closed in December to make the changes, we had 536 different children visit the program almost 8000 times. We visited 137 different families in our Family Visiting program and 100% of the participants stated they were 100% satisfied with the program. We continued to have many visitors at the community house throughout the week for access to fax, phones, photocopies, the clothing cupboard, bread distribution and pre/post natal supplement program! We had a total of 26,093 encounters at the house during the year. We continued to offer our special annual events this past year which included the live auction in May, the BBBF celebration in June, the Community Tea and Toy Distribution in December. We look forward to hosting another Baby Shower in the fall for new parents in the BBBF neighbourhoods. After 20 years of service, the Better Beginnings, Better Futures team continues to provide excellent support to people living in the Albion/ Heatherington/ Fairlea and Banff/Ledbury communities. Great service. Family visiting and BBBF continue please! The program is great. It helps me and my family lots. Kelli showing Dalton McGuinty new space Grand Opening of 1495 Heatherington 4 ANNUAL REPORT 10/11

7 EARLY YEARS The Early Years staff team were very busy this past year as all programs exceeded their targets. Always a hub of activity, the breastfeeding drop-in supported 323 different women. All participants indicated that they were 100% satisfied with the service, 100% reported improved confidence in their ability to breastfeed and 100% felt they had increased their knowledge and ability to feed their baby! Our outreach nursing and nutrition team also met with many people in the community offering over 150 home visits, 24 different nutritional workshops and doing over 2200 encounters. Our community partners at four outreach locations continued to offer the Early Learning and Literacy program which provides opportunities to develop school readiness, particularly in language development for children 2 5 years. For the first time this past year we offered Caregiver training sessions and Speech and Language Screening in our outreach locations, all of which were well attended. We also partnered with Public Health on the Healthy Smiles Project a basic dental program providing preventative and early treatment services for children and youth in low income families and we now have a dental hygienist on site once a month to screen families. In partnership with the Ottawa Chinese Community Centre, we offered a Chinese speaking playgroup here at the Centre, once per week. Overall, the Early Years program has experienced a productive and successful year! My breastfeeding improves a little bit every day and gets that much better after I come to the clinic. I ve always felt welcomed here. It s very assuring to have someone to talk to about my baby and how she s developing, growing and thriving. The staff always has helpful suggestions when I have a question or problem. We have a very positive and productive relationship with SEOCHC staff and our EY staff are grateful for the continued support. Great playgroup. Kids really love coming, lots of things for them to do. Ling Wang and Participant ANNUAL REPORT 10/11 5

8 COMMUNITY SERVICES The Community Services Team was very active and engaged this past year, offering over 30 different programs and services through our community development, health promotion and nutrition programs to seniors, youth and the multicultural community. In addition to our social networking, information workshops and fitness programs for seniors, we successfully secured a grant with the Ministry of Health Promotion to hire a Community Health Worker to outreach and support Multicultural seniors, in particular senior men. Our Community Connections program, which helps newcomers and immigrants to build bridges and integrate into the Ottawa community, directly impacted over 1700 individuals and indirectly helped over 1800 additional family members. We also provided the first ever multicultural training in the Stanford Chronic Disease Self-Management program and successfully added 13 new peer leaders to offer this course throughout Ottawa in French, Arabic, Chinese, Vietnamese, and Hindi. We provided support for the City for All Women s initiative that saw 7 women from our catchment area trained in civic engagement and supported them to have their voice heard on different occasions about issues that concern them and their community. Other highlights for this team included providing Healthy Weights and Craving Change programs to over 50 individuals who were struggling with their food choices and seeking support around nutrition and exercise. We were proud to be able to provide leadership, employment, fitness, referral and life skills programs for over 350 youth at numerous off site locations including schools and community centres. Overall, the Community Services Team has continued to provide quality, accessible health promotion programs for our community! After I become sick and couldn t continue doing my work, I have been in limbo and didn t know how to access Ontario Disability support Program until I was able to get the support of South-East Ottawa CHC. Thanks to their guidance and support I went through the Social Benefits Tribunal and received the financial support I was eligible for. When I came to Ottawa my head was hurting. When I joined this health centre and the Stand Up program, I made new friends and a great support system. I feel so fortunate and relaxed. I feel that I belong to this community. The health promoter for seniors made my life so much lighter. The heaviness in my head has lifted and my whole body is better balanced and stronger. When I applied for my permanent residence status under the sponsorship of my daughter, I was given a run-around for so many years. I became confused and felt helpless until I came to the office of Community Connections of South-East Ottawa CHC. Immediately the office advocated on my behalf and assisted me to get my P/R. Thanks to their efforts I can now leave that confusion behind and get on with my life. Jocelyne Pion, Health Promoter for Seniors with participants City for All Women Initiative Graduation October ANNUAL REPORT 10/11

9 HEALTH SERVICES Community Services Cont d Because of the timely support my family has received, I got the opportunity to get home childcare training, which enabled me to establish a self-employment in my house, which in turn assisted my family to get off Social Assistance. I thank you and South-East Ottawa Centre staff for the caring support. Our family is selfsufficient because of it. Healthy Weights Program: Great teacher, lots of new info, learned. Convenient location, no cost. Baby Food Workshop what did you like most? Hands on making food. Taste testing was great. Instructor welcomed questions and had great answers. Very baby friendly. It was worth the wait, this is the only place where I have seen a doctor and I have been made to feel welcomed and not judged you listened Thank-you. I totally feel loved and accepted here. I have a family now. Thank you. Health Services is committed to achieving a model of integrated, comprehensive care from a client s perspective. We will continue working toward an effective and efficient model of access management. We applied for and were accepted in the second wave of Quality Improvement and Innovation Partnership (QIIP). This initiative supports CHC s in developing and streamlining processes that will create better access for clients, efficiencies, and we believe greater client satisfaction. The last year saw 450 new clients seen by a Physician or Nurse Practitioner. Our no-show rate fell to under 10% for the first time! Health Providers committed to increasing access for our community increased their face-to-face visits, telephone encounters and the number of appointments per day. Best Practice guidelines for collaborative practice were piloted in January 2011 when we introduced administrative procedure changes using the key concepts of the Healthy Work Environments Framework. Introducing these Best Practice guidelines for collaborative client centered practice has improved processes within the team, increased the effectiveness of the day-to-day operations, made the face-to-face time between the client and the provider more efficient, increased client satisfaction and improved client outcomes. All disciplines within the team will move to full implementation of best practice guidelines in the coming year. Staff of SEOCHC - October 2010 ANNUAL REPORT 10/11 7

10 PRIMARY CARE OUTREACH TO FRAIL SENIORS was a very successful year for the Primary Care Outreach Program (PCO). We have supported a total of 415 clients. While many needed a Registered Nurse to support them with their medical needs, others have used the support of the Community Health Worker for assistance with filling out forms, accompaniment to medical appointments or to access services in the community. Our wellness clinic, offered on Russell Road once a month, has been able to reach the Francophone, Anglophone and Somali residents in this building. A second wellness clinic will be launched in a building on Braeside in summer of Many caregivers have expressed their appreciation. PCO has become an integral part of our programming. The demand exceeds our resources and we are actively pursuing ways to expand the program. We could not have let Mum stay at home as long as she did without your fabulous help and support to our caregivers. You have been a godsend. As a family physician working at South-East Ottawa CHC, I am fully supportive of the wonderful work our PCO team has done. I have shared several patients with the various team members and am grateful of the monitoring they do of my patients and the way they keep me posted of their findings. It has saved my patients a trip to my office on more than one occasion. Many of the seniors who the PCO team has referred to me have been quite isolated prior to the PCO team becoming involved. Both the nurses and the community health worker on the team have helped to connect these seniors to community services and supports that they otherwise wouldn t know about and in doing so, have given them a new lease on life. SEOCHC has been by far the most positive, nurturing, respectful, and dynamic workplace culture that I ve ever been in. Sisters in Song and a Brother at Serenity Renewal for Families 8 ANNUAL REPORT 10/11

11 Strategic Goals HIGHLIGHTS, financial perspective GOAL: Secure and manage focused financial resources efficiently and effectively 40 Funding Proposals submitted 92% of core/identified priority submissions were actually approved for funding Balanced Budget at year end Only 10.93% of budget spent on administration 18 different sources of funding employer of choice GOAL: Become an Employer of Choice 14 staff recognition opportunities Staff turnover rate of only 7.7% Board approved half time Human Resource Officer position as a pilot initiative SEOCHC choir and Nordic Pole walking subsidized by Centre Health and Fitness benefit provided to all regular employees Our Green Team implemented 5 greening initiatives sustainability GOAL: Help people help us to help others, and strategically position SEOCHC 247 registered volunteers contributed approximately 13,777 hours 97% of volunteers rated the Centre as good to excellent in all domains (welcoming environment, respect, approachability, cooperation, appreciation, availability, meaningful work, training) 21 volunteer recognition and/or training opportunities offered 10% increase in midwifery courses of care over previous year 26 student placements in 10 different disciplines 100% of students reported satisfaction with their placement Staff participated in 81 committees/decision making networks or coalitions The Centre hosted its first Donor Appreciation Tea Howard and Caroline Wallace at the Donor Appreciation Tea ANNUAL REPORT 10/11 9

12 accountability GOAL: Demonstrate Value & Impact 100% of programs are using standard data collection tools Implementation of Management Information System/Ontario Health Reporting System South-East Ottawa Community Health Centre was accredited by Community Organizational Health Inc. for Service plans/programming reflect link to strategies and results of data New initiatives developed and implemented to address gaps identified in the Ottawa Neighbourhood Studies outreach to seniors buildings client & community health perspective GOAL: Deliver quality services & programs that positively impact the determinants of health 92% of clients reported that they were involved with developing their personal service plan and/or giving input into programming that they attended 97% of clients surveyed reported satisfaction with our programs and services 96% of the clients surveyed reported flexible hours offered by SEOCHC meet their needs 88% of clients reported enhanced skills as result of our programs 85% of clients received information about other resources available within our organization 93.8% of clients reported increased social networking/peer support 100% of clients who participated in the Stanford selfmanagement group reported enhanced skills in managing their chronic disease 29 programs were offered outside of our main site (1355 Bank) at 42 different locations in our catchment area BBBF Community Celebration ANNUAL REPORT 10/11

13 REPORT OF THE INDEPENDENT AUDITOR ON THE SUMMARY FINANCIAL STATEMENTS To the Members of SOUTH-EAST OTTAWA COMMUNITY SERVICES The accompanying summary financial statements, which comprise the summary statement of financial position as at March 31, 2011 and the summary statement of operations for the year then ended, are derived from the complete audited financial statements of South-East Ottawa Community Services for the year ended March 31, We expressed a qualified audit opinion on those financial statements in our report dated June 23, The summary financial statements do not contain all the disclosures required by Canadian generally accepted accounting principles. Reading the summary financial statements, therefore, is not a substitute for reading the complete audited financial statements of South-East Ottawa Community Services. Management s Responsibility for the Summary Financial Statements Management is responsible for the preparation and fair presentation of these summary financial statements in accordance with Canadian generally accepted accounting principles, and for such internal controls as management determines is necessary to enable the preparation of summary financial statements that are free from material misstatement, whether due to fraud or error. Auditor s Responsibility Our responsibility is to express an opinion on the summary financial statements based on our procedures, which were conducted in accordance with Canadian Auditing Standard (CAS) 810, Engagements to Report on Summary Financial Statements. Basis for Qualified Opinion In common with many charitable organizations, South-East Ottawa Community Services derives revenues from the general public in the form of donations and fundraising events, the completeness of which is not susceptible to satisfactory audit verification. Accordingly, our verification of these revenues was limited to the amounts recorded in the records of South-East Ottawa Community Services and we were not able to determine whether any adjustments might be necessary to donation and fundraising events revenues, net revenue, assets and net assets. Qualified Opinion In our opinion, except the possible effects of the matter described in the Basis for Qualified Opinion paragraph, the summary financial statements derived from the complete audited financial statements of South-East Ottawa Community Services for the year ended March 31, 2011 are a fair summary of those financial statements, in accordance with Canadian generally accepted accounting principles. Chartered Accountants Licensed Public Accountants Ottawa, Ontario June 23, 2011 ANNUAL REPORT 10/11 11

14 SOUTH-EAST OTTAWA COMMUNITY SERVICES STATEMENT OF FINANCIAL POSITION March 31, 2011 March 31, 2010 ASSETS CURRENT ASSETS Cash and cash equivalents $ 5,487,408 $ 4,478,373 Accounts receivable 202, ,950 Prepaid expenses 426, ,583 6,116,763 5,162,906 CAPITAL ASSETS 324, ,738 6,441,745 5,429,644 LIABILITIES AND FUND BALANCES CURRENT LIABILITIES Accounts Payable and Accrued Liabilities 575, ,030 Repayable to governments 3,442,545 2,511,023 Deferred Revenue 953, ,709 4,971,710 4,018,762 DEFERRED CAPITAL GRANTS 324, ,738 FUND BALANCES Appropriated 430, ,000 General 715, ,144 1,145,053 1,144,144 6,441,745 5,429, ANNUAL REPORT 10/11

15 SOUTH-EAST OTTAWA COMMUNITY SERVICES STATEMENT OF OPERATIONS March 31, 2011 March 31, 2010 REVENUES GRANTS Ontario $ 16,212,584 $ 15,912,204 Municipal 676, ,372 Federal 36,310 42,931 Other 917, ,455 Donations and Fundraising 171, ,853 Interest Revenue 46,444 21,821 Amortization of deferred grants 116, ,484 Miscellaneous Revenue 108,331 9,976 18,286,096 17,643,096 EXPENSES Salaries and Benefits 4,886,730 4,618,636 Materials, Supplies and Services 12,068,298 11,094,036 Non-recurring 215,291 96,988 Amortization of capital assets 116, ,484 17,287,030 15,933,144 NET REVENUE BEFORE ITEMS BELOW 999,066 1,709,952 Transfer (to) from deferred revenue (44,047) 8,891 Amount repayable to governments (954,110) (1,595,673) NET REVENUE ,170 ANNUAL REPORT 10/11 13

16 Sources of funds and program and service expenditures FUNDING SOURCES, Ministry of Health and Long-Term Care $ 11,069, % Champlain Local Health Integration Network 4,539, % Ministry of Community and Social Services 602, % City of Ottawa 676, % Government of Canada 37, % United Way 322, % Non-Government Grants 595, % Fund Raising and Other 442, % 18,286, % PROGRAMS AND SERVICES, Health Services 4,276, % Midwifery Program 10,094, % Better Beginnings 661, % Community Support Services 573, % Community and Social Services 1,141, % Administration 538, % 17,287, % Funding Sources, MINISTRY OF HEALTH AND LONG-TERM CARE: 60.5% CITY OF OTTAWA: 3.7% CHAMPLAIN LOCAL HEALTH INTEGRATION NETWORK: 24.8% MINISTRY OF COMMUNITY AND SOCIAL SERVICES: 3.3% NON-GOVERNMENT GRANTS: 3.3% FUND RAISING AND OTHER: 2.4% UNITED WAY: 1.8% GOVERNMENT OF CANADA: 0.2% Program and Services, MIDWIFERY PROGRAM: 58.4% BETTER BEGINNINGS: 3.8% HEALTH SERVICES: 24.7% COMMUNITY AND SOCIAL SERVICES: 6.6% ADMINISTRATION: 3.1% COMMUNITY SUPPORT SERVICES: 3.3% 14 ANNUAL REPORT 10/11