Balanced Scorecard
Engagement Process | Goal Definitions | Customer Service
Engagement Process
In Spring 2008, managers of Student Support Services Department introduced
the Balanced Scorecard (BSC) and it’s implementation process with staff at
May 2008 Staff Meetings.
Meetings with leaders of parent organizations occurred throughout the summer and fall 2008 to discuss the principles and values imbedded in our work with parents and how the parent organizations would be involved in outreach to the community for input on school site BSCs.
In August 2008, a copy of the Balanced Scorecard was distributed to all department heads within Student Support Services. In addition, a hard copy of the BSC was distributed and reviewed with all Student Support Staff at their professional development day in August 2008. Since then, a BSC update and/or activity was conducted at each staff meeting (October, January, March, and May).
During May 2008 staff meetings; staffs were invited to participate in a facilitated BSC activity, using the Discussion Method. Staff were randomly distributed at tables and facilitators were assigned to each table to walk staff through the process of defining one of the three BSC goals. See the facilitators’ questions below
Goal 1:
- What does equity and access mean to our department?
- How are we diminishing the predictive power of demographics?
(dismiss a group’s ability to succeed based on race, class, culture or
sexual orientation)
Goal 2:
- What does engaging high achieving and joyful learners mean to you?
- How do you affect this learning at school sites and/or central office?
Goal 3:
- What does keeping our promises to students and families mean to our department?
- What does a culture of service mean?
Goal Definitions
GOAL 1: Access and Equity. Make social justice a reality.
What does equity and access mean to our department?
- Staff, students and their families know how and can access when needed, available resources to better meet the needs of all students and families, especially those who are underserved and disenfranchised.
- SSS Department making services available that are culturally appropriate, high quality, financially accessible, reflect interests of students – including students with disabilities.
- Access means having flexibility and openness to use different strategies – tailoring outreach and identifying those that need support leveraging resources.
How are we diminishing the predictive power of demographics?
(dismiss a group’s ability to succeed based on race, class, culture or sexual orientation)
- Student Support Services Department is a multidisciplinary team available to support and address the needs and offer high expectations of all students by being sensitive, proactive, culturally respectful, linguistically aware and available to the needs of those traditionally marginalized.
- Partnering with agencies and community based organizations from students’ neighborhoods to support school and neighborhoods and build seamless support for students and their families both at school and within their communities.
- Building leadership opportunities for students, parents and staff
Areas of Service
Key areas of service provided by the Student Support Services Department that support the goals of the strategic plan.
GOAL 1: Access and Equity
- Provide comprehensive support services to students needing medical, nutritional, mental health, emotional support to ensure academic success.
- Provide student support groups such as anger management, grief and loss, social skills, and asthma management groups etc…
- Professional Development and Technical Assistance to teachers and other staff, for example on Parent Engagement Plan, College Going Culture
- Assist in the planning, support, and implementation of Positive School Climate and Restorative Approaches, such as Caring School Community (CSC) program, Tribes and LGBTQ support.
- Ensuring implementation of coordinated service teams to provide support and resources for students and families, for example, Student Assistance Program (SAP), Student Attendance Review Team (SART) and Student Success Team (SST).
- Enhance infrastructure for effective family/school partnership at district and school site levels, including implementing strategies for welcoming school environment, communication, learning communities, volunteerism, leadership, etc.
GOAL 2: Student Achievement. Engage high achieving and joyful learners.
What does engaging high achieving and joyful learners mean to you?
- We provide culturally relevant curriculum and support services to students, staff and families.
- We remove emotional, physical, social and psychological barriers to learning.
- We work with the whole child and family to create ways to be invested in learning.
How do you affect this learning at school sites and/or central office?
- Provide professional development.
- Hire, train, support and evaluate support service staff.
- Demonstrate and model research based and effective practices.
- Respond to crisis in a coordinated way.
- Create linkages and partnerships to maximize resources for students and their families.
- Secure funding to support new and emerging promising practices.
- Incorporate rubrics into daily work to assess our work.
Areas of Service
Key areas of service provided by the Student Support Services Department that support the goals of the strategic plan.
Goal 2: Student Achievement. Engage high achieving and joyful learners.
- Promote physical, emotional, social and psychological health strategies for students, families and staff for example: after school programs, support groups, tobacco cessation groups, breakfast club and peer education.
- Through counseling and referral from SAP, SART and SSTs connect students and families to school, community and city resources to improve attendance, achievement and positive pro-social behaviors.
- Enrich academic curriculum and experiences by building relevance to college and career activities to promote academic engagement and success for example: afterschool tutoring/enrichment, parent engagement, field trip and college tours.
- Provide parent education to support student achievement and overall well-being for student success.
- Support sites in the use of technology related resources for example: truancy module, school Loop, Translation and Interpretation to better meet the needs of our students and families.
- Provide additional support through out of school time programs to enhance student achievement by working to align with regular school day program requirements.
GOAL 3: Accountability. Keep our promises to students and families.
What does keeping our promises to students and families mean to our department?
- Increase promotion of and access to services, provide consistent services, and follow through on commitments that are made.
- Clear expectations and boundaries (that are known and/or posted) so everyone knows expectations from the start and “promises can be kept.”
- Collect input from key stakeholders when planning and implementing activities to increase buy-in and support.
- Develop trust with families. If you say you will do something –do it.
What does a culture of service mean?
- Using an asset-based approach to give and receive support to colleagues with a “can do” attitude even if it involves thinking beyond job “boundaries.”
- Ensure department is easily accessible and friendly for all to connect with resources.
- In order to keep our promises to students and families, the Student Support Services Department must focus on the following key principles of SUPPORT and SERVICE:
- Student Centered
- Understand cultural needs
- Provide safe space for support services
- Promote academic achievement
- Organize community and school-based services and support
- Relationship building
- Team approach
Areas of Service
Describe the key areas of service your department provides and how that supports the goals of the strategic plan.
GOAL 3: Accountability. Keep our promises to students and families.
- Conduct ongoing program evaluation and elicit feedback from school staff, students and families. Utilize stakeholder feedback for program improvement.
- Administer California Health Kids Survey (CHKS)/SFUSD School Climate Survey,Youth Risk Behavior Survey (YRBS) and Parent Satisfaction survey to gather student behavior and parent related feedback.
- Analyze Parent Satisfaction data and distribute CHKS/YRBS data to inform school site and SSSD planning for future events and activities.
- Analyze student attendance data and suspensions and expulsions data.
- Provide professional development to school site staff and families (i.e. district policies, CPS reporting, de-escalation, A-G Requirements etc.)
- Monitor SSSD staff performance, via time sheets, service logs, etc., to ensure quality service delivery to students and school sites
- Update SSSD www.healthiersf.org Web site which provides easy access to all department program information, forms, and resources.
- Efficient and competent follow-through with required mandates and action items (e.g. SST, SAP action plans, screenings etc…)
Customer Service
Student Support Services Department’s key customers and their greatest need.
