TABLE OF CONTENTS

Integra is located, and provides services on traditional Indigenous lands belonging to the Coast Salish People.

OUTCOMES REPORT2017

Page !2

TABLE OF CONTENTS

Page 3 - Our new Mission and VisionPage 4 - Our Organizational StructurePage 5 - Updates Page 6 - Who We ServePage 7 - Who We EmployPage 10 - Performance Measurement and ManagementPage 12 - Service Delivery OutcomesPage 20 - Business Functions & Plan ReviewsPage 24 - 2017-2022 Strategic Plan

Our Mission:

Your Story. Your Choice. Our Commitment.

Page !3

Our Vision:Our vision is to embrace life, achieve dreams and celebrate our community together.

Our Organizational Structure

Page !4

Welcome to Integra! (ISS)ISS is a private company established in 2000. Our CEO, Roberta Scott is the sole owner. The Leadership Team is guided by the Executive Director. This Team is comprised of a group of diversely skilled individuals who manage the day to day operations of our agency.

ISS holds contracts with Community Living BC (CLBC) and the Ministry of Children and Family Development (MCFD).

We are committed to working within our framework, the Essence of Life as it helps us think about life for individuals with developmental disabilities in the same way we think about life for ourselves, our families and our communities.

Updates this yearAfter reflecting and reviewing our past 10 years as an accredited service since 2006, we spent 2017, engaging in a exercise on performance improvement, analysis and strategic planning involving many stakeholders within the Integra family including individuals, families, advocates, employees and community professionals. We also reflected on our journey to 2017:

We are very excited to highlight this process in the report, including enhancements to our logo. Mission and Vision. We engaged in a series of planning days with key stakeholders to support making our Mission and Vision more person centred and to review the purpose of our mutual values, work and services. Many themes emerged through these planning sessions which occurred during Leadership planning days, site team meetings, family council events and meetings with self-advocates. The themes included:

Honouring individual dreams

Embracing individual values

Supporting individual choices

Sharing lives

Celebrating community

Making a commitment to change and reaching new goals

We are thrilled with the new Vision and Mission as it will guide our work in years to come.

Respectfully submitted,

The Integra Family

Page !5

Who we serve

Page !6

PERSONS SERVED DEMOGRAPHICS 2017

Did you know?

As of October 1st, 159

adults and children with

diverse abilities receive

accredited supports and

services from Integra, and

some individuals receive

multiple services.

This year we changed our Vision and Mission Statements to reflect the input of our key stakeholders

6841

2739

5

Shared Living

Individualized Services*

Children and Youth

Community Integration

Community Housing

88

70

1

Of the 159 individuals we support:

11 identify as Aboriginal 2 identify as Asian

1 identify as African 137 identify as Caucasian

1 identify as Indo-Canadian 7 identify as Other

* includes Host Agency, Respite, Community Based 1:1/CI, Employment, Skill Development & Outreach

Age 0-18: 4%

19-29: 33% 30-49: 34% 50-64: 20%

65+: 9%

Medical diagnosis and disability Adhd: 12

Age related decline: 7 Autism: 41

Cerebral Palsy: 20 Challenging Behaviours: 43

Developmental Disability: 126 Dysphagia: 31

Fasd: 8 Mental Health: 42

Mobility Issues/Physical: 56 Seizures: 39

Visual Impairments: 52

Who we employ

Page !7

PERSONNEL DEMOGRAPHICS 2017 OUR COMMUNITY INCLUDES 6 CONTINENTS AND 32 COUNTRIES*

* BASED ON THE RESULTS OF VOLUNTARY SURVEY COMPLETED BY EMPLOYEES ON CULTURE AND HERITAGE. NOT ALL EMPLOYEES OR CONTRACTORS PARTICIPATED.

1. Canada 2. Usa 3. Mexico 4. Puerto rico 5. Honduras 6. Brazil 7. Peru 8. Iceland 9. Finland 10. Denmark 11. Sweden 12.United Kingdom 13. France 14. Italy 15. Egypt 16. Sudan 17. Kenya 18. South Africa 19. Morocco 20. Iran 21. Pakistan 22. India 23. Russia 24. China 25. Thailand 26. Phillipines 27. South Africa 28. Japan 29. Australia 30. New Zealand 31. Syria 32. Yemen

Integra has a total team of 320 which includes:

257 Employees 63 Contractors

20%80%

Age range of Employees: 19 - 25: 14.8% 26-35: 31.9%

36-45:26% 46-55: 19.5% 56 - 65: 6.2%

66+: 1.5%

At Integra, we embrace and respect the significance of cultural diversity within the organization. We value having people with different perspectives, problem solving skills and creativity. To help ensure that cultural awareness is promoted internally and that

information is shared and integrated across operational functions, we regularly send our employees voluntary surveys so we can adjust and improve systems, programs and

operational plans.

Employee Years of Service

Persons Served and Personnel InformationISS supports 159 persons with diverse abilities and employs 257 people and contracts with 63. The following are totals as of October 2017

Service Levels

Page !8

2%

1%

8%

27%

62%

0-2 years 3 - 5 years 6-9 years 10 to 15years 16+ years

13%

54%

33%

Persons Supported Employees Contractors

Employee Type

Employee Exits

Page !9

Assistants Leadership Executive

7%

28%

6%13%

18%13%15%

RelocationContract ended by FunderVoluntary ResignationTermination - DisciplinaryReturn to SchoolOther EmploymentCompensation

Performance Measurement and Management

We are committed to providing a system where continuous quality improvement is evidenced throughout our daily interactions. Our work product and commitment to community ambassadorship is fostered through business and service delivery objectives and systems where the Vision, Mission and Purpose of the agency remain paramount to the work we do. Daily work product assists in collecting and analyzing data for the purpose of person centred planning, strategic planning, financial management, human resources development, health and safety planning and other areas in this Plan to evaluate performance, reward successes and identify issues requiring improvement.

Each team member of Integra plays a vital role in this system, whether it is working as a front line Assistant in a community housing program, serving on the Occupational Health and Safety Committee or leading the agency’s finance department. Each job description demonstrates the role our employees have in quality assurance where performance measurement and management is carried out through their daily work product. Some examples of this role in continuous quality improvement, and performance measurement and management by Integra team members may include:

‣Participating in goal setting and person centred planning of each individual, and documenting, implementing and evaluating programs;‣Reviewing residential ledgers for accuracy and spending patterns;‣Providing opportunities for each person to pursue their personal goals and chosen lifestyle;

Page !10

2000

Integra opens its first residential home for

6 adults.

2002-03Integra opens its second

and third residential home for adults.

2006Integra leads the way and opens its fourth residential home that is recognized by

then MLA, Ida Chong, as eco-friendly.

Integra is awarded it’s first 3-year CARF accreditation.

2009Integra expands its services to include

Home Share Services.

2010Integra is awarded it’s second 3-year

CARF accreditation.

2013Integra earns its

third 3-year CARF accreditation.

2014 - 15

Integra expands services to the Central Upper Island

Region and opens a second Good Neighbours in the

Westshore.

ABOUT INTEGRA

2005

Good Neighbours becomes part of

the Integra family.

2016Integra earns it’s 4th 3-

year CARF accreditation, including for the first

time in Children & Youth Services.

2017

Integra reviews Vision and Mission statements, and Strategic Plan with key

stakeholders. As a result, a new logo, Vision, Mission

and the 2017-2022 Strategic Plan is shared.

Expansion occurs in our residential services.

‣ Preparing monthly reports, quality of life reports and goal reviews for individuals; and,‣ Providing feedback during the annual organizational review.

In addition to business function and service delivery objectives, and in keeping with our Guiding Principles, our Accredited Services aim is to encompass the following domains.

Scope of Services

Page !11

provide safe and secure housing for adults with developmental diverse abilities in an environment where their choices, strengths and values are honoured; rights are upheld; needs, goals and aspirations are the focus of person centred planning; and individual ability is celebrated each day. Each home represents the culture of the residents who live there.

promote a socially inclusive and person centred service delivery system that focuses on the Essence of Life because we believe persons served should have opportunities to choose their own activities. Participants are encouraged to be active and contributing members of their communities. We work together to establish specific goals that reflect individual choice and review them daily.

promote family centred practices where persons served and their support networks guide the service delivery system that reflects their needs, preferences and lifestyle choices for respite and relief. Families and their loved ones determine the supports they require and level of involvement. Integra serves as a conduit for funding to establish the desired service needs, hours of service, recruitment and matching caregivers based on preference.

provide a residential option for persons served in the community with host families/persons by ensuring matches are based on values and lifestyle choices that are sustainable and compatible for long term living arrangements, and ongoing monitoring is based on provincial standards set out for the delivery of Home Share services in B.C. ‘Home Sharing’ and ‘Shared Living’ are used interchangeably; we did this intentionally because we feel it more accurately reflects the sharing of lives, rather than just the sharing of a home.

Community Housing

Host Family / Shared Living

Respite Services

Community Integration

Service Delivery OutcomesA review of the organization shows that 79.8% (127 of 159) of all persons served actively worked on their goals and demonstrated progress. At the quarterly or semi-annual reviews, barriers were identified by persons served and team members to plan progress towards goals for the next period. The following are some barriers that were included when goal progress was affected:

‣ Staffing issues issues requiring 1 to 1 supports for goal attainment‣ Health and safety issues around mental health needs‣ Funding‣ Refusal of participant

Measures and Indicators

Community HousingEffectiveness of services

‣ Increased social networks: persons served experience increased community connectedness evidenced by having at least one person outside the home that is not paid.

Efficiency of services‣ Maximize utilization of Assistants for persons served to participate in social and group

activities. 75% of persons served will participate in at least one new social or group activity once a month with Assistant support.

‣ Timely hiring of employees to vacant positions or openings.

Community IntegrationEffectiveness of services

‣ Persons served feel included in their community.‣ Persons served feel safe and secure when at the program.‣ Assistants providing service out in the community meet health and safety standards

Page !12

provide a temporary alternative residential option for children and youth with special needs to support their leisure, educational/vocational, daily living and other goals for successful community living. Next year, we will be seeking accreditation in our children’s respite and relief services.

Children and Youth Services Community Housing and Shelters

Efficiency of services‣ Maximize utilization of Assistants for persons served to participate in social and group

activities. 75% of persons served will participate in at least one new social or group activity once a month with Assistant support.

‣ Timely hiring of employees to vacant positions or openings.

Respite ServicesEffectiveness of services

‣ Persons served make decisions about the services they want.

Efficiency of services‣ Persons served receive services when they need them.

Home Sharing ServicesEffectiveness of services

‣ Persons served are matched with families who reflect their values/principles.‣ Home sharing providers have the skills required to support the individuals they are

matched with.‣ Pre-screened home sharing providers are being home studied prior to a placement of an

individual.‣ Home sharing providers are supported through training and other requested supports.

Efficiency of services‣ Persons served will have a Support Plan that reflects support needs and goals.‣ Approved home sharing candidates are being updated on potential matches. ‣ New home sharing providers are receiving adequate intake information on individuals

supported.

Community Housing and Shelters-Child and YouthEffectiveness of services

‣ Increased social networks: persons served experience increased community connectedness by participating in activities with others outside of their home.

‣ Persons served feel safe and secure when at the program.‣ Persons served are supported to maintain relationships with family, guardians or other

loved ones outside the home.

Efficiency of services‣ Sufficient time is allotted for Persons served to work on goals within their Person Centred

Plan, with Assistants and other support team members.‣ Persons served receive services and supports when they need them.‣ Timely hiring of compatible employees to vacant positions or openings.

Page !13

All Service LevelsService access

‣ Potential persons served are assessed by ISS to determine suitability within 30 days from time of referral.

‣ Persons served across all service levels will participate in one to two socially inclusive community events (Goal 75%).

Satisfaction and other feedback from:‣ Persons served are satisfied with a number of areas of the service indicated in the survey. ‣ Families & Stakeholders are satisfied with a number of areas of the service indicated in the

survey.‣ Children and Youth Services stakeholders are satisfied with a number of areas of the

service indicated in the survey. ‣ Employees are satisfied with a number of areas of their employment.‣ Shared Living Providers are satisfied with a number of areas of the service indicated in the

survey.

Effectiveness

✤ Community Housing: we reviewed all persons served from across the company in our Community Housing Programs. We found that 36 out of 39 persons served had at least one person outside their home this year. Our goal was 100% and we achieved 92%.

✤ Community Integration: we reviewed all persons served from across the company in our Community Integration Program (GN Saanich and Westshore). We found that 95% of persons served indicated community involvement and 90% of persons served indicated feeling safe and secure in their program. We also found that 95% of Assistants provided service out in the community that met health and safety standards. Our goal was 100% and we achieved within our target range in all areas.

✤ Respite Services: we reviewed all persons served from across the company in our Respite Services. We found that 95% of persons served indicated fulfillment of personal choices reflected in the services they receive.

✤ Shared Living: we reviewed the intake process for persons served in our Shared Living homes and 93% indicated they were matched with families who accurately reflect their values and principles. We also found that 93% of our providers meet the skills required to provide Home Sharing standards through recruitment. We found that 100% of pre-screened Home Sharing Providers are being home studied by ISS before individual placement. Also, 100% of Home Sharing Providers are supported through training and other requested supports.

✤ Community Housing and Shelters (CYS): we found that 75% of persons served experience increased community connectedness by participating in activities with others outside of their home. All five youth expressed they feel safe and secure when at the program,

Page !14

where one youth and their family were concerned about the self-harm experienced this year but it did not impact the overall feeling of safety. We also found 100% of persons served are supported to maintain relationships with family, guardians or other loved ones outside the home.

Efficiency

✤ Community Housing: we reviewed all persons served from across the company. We found that 35 out of 39 residents or 90% of persons served had attended at least one new social or group activity at least once per month with Assistant support. Our goal was 75% and we achieved 90 % due to issues issues such as refusal of person served or health care/mental health needs when not met. Only 75% of positions were filled in a timely manner. There is a need to ensure timely postings of employment both internally and externally, and identify internal recruits when possible as identifying internal talent assists with succession. Average fill time is 3 to 4 weeks. We will continue to work on recruitment, retention and succession as indicated in our new Strategic Plan.

✤ Community Integration: we reviewed all persons served from across the company. We found that 78% of persons served had attended at least one social or group activity at least once per month with Assistant support. Our goal was 75% and we achieved 78%. 75% of positions were filled in a timely manner.

✤ Respite Services: we reviewed all persons served from across the company. We found that 83% of persons served indicated they received services when they needed them. Our goal was 100% and we achieved 83%.

✤ Shared Living: we reviewed all plans for our persons served in Home Sharing and found 82% of person served had a support plan that reflects needs and goals within six months of Intake, and/or is current. We found that 90% of approved Home Sharing candidates were updated on potential matches. We also found that 70% new Home Sharing providers received adequate pre-placement information on persons supported.

✤ Community Housing and Shelters: we reviewed all five youth and found for 75%, sufficient time is allotted for persons served to work on goals within their Person Centred Plan, with Assistants and other support team members. We also found only 90% of persons served receive services and supports when they need them, often due to refusal of teen youth. Timely hiring of compatible employees to vacant positions or openings was met on target.

Page !15

Service AccessBased on the past year, a total of 30 referrals were handled across the organization. Many of these persons served were receiving other services within ISS, and thus a formal intake was not required. For those new to ISS, individuals were assessed by setting up a service coordination meeting and/or a tour of the site or dept., and meeting current persons served in the program (if applicable) and reviewing the file. Suitability was determined within 30 days from time of referral.

We also found the following data on persons served who attended or participated in at least one to two socially inclusive community events.

‣ Community Housing: 95% for 2 events‣ Community Integration: 100% for 2 events‣ Respite Services: 83% for 2 events‣ Shared Living Services: 88% for 2 events‣ Community Housing and Shelters: 100% for 2 events

Survey and Overall Satisfaction Results

Persons Served reported the following overall satisfaction from surveys and focus groups:

‣ Community Housing: 82% ‣ Community Integration: 96%‣ Respite Services: 100%‣ Shared Living: 75%‣ Community Housing and Shelters: 100%

Improvement areas included:

‣ More staffing to be able to attend community outings as groups.‣ Mental health needs require more of a focus.‣ Individual preference can be overlooked.

Families and Stakeholders:

We received 24 responses from this group. This survey included stakeholders such as family, friends, advocates, community professionals and other external caregivers.

Four questions on the survey were based on a 5 point Likert scale including the result of a “no 1

knowledge” answer. Average scores included:

A method of ascribing quantitative value to qualitative data, to make it amenable to statistical analysis. A numerical value is assigned to each potential choice and a mean figure for all the 1

responses is computed at the end of the evaluation or survey.

Page !16

‣ Persons supported feel they are loved, loving and engaged in their home or program: 4.21/5

‣ Services provided are person centred: 4.61/5‣ Issues/Concerns are dealt with in a timely manner: 4.13/5‣ Workers are knowledgeable and adequately trained to provide services to persons

supported: 4.25/5

We also found many stakeholders gained understanding on the Essence of Life this year, thus reinforcing our goal to educate and continue to make resources available:

Understanding of the Essence of Life Philosophy

Feedback for improvement:

‣ Address concerns in a timely manner‣ Less paperwork‣ Decrease staff turnover/position vacancies‣ Use of a vehicle‣ More agency supports

The surveys returned from family members (95%) and stakeholders and subsequent conversations via email, telephone or in person all indicated that they were satisfied or very satisfied overall with the level of service offered by Integra Support Services.

Page !17

29%

71%

Yes No

Child and Youth Services:

We found 100% were overall satisfied.

Themes in relation to program outcomes,

goals and deliverables were commended:

‣ Commitment to personal planning and supports

‣ Education and Life Skills supports‣ Children and families feel welcomed

members of the home‣ Integrated Service Delivery model

Resource allocation based on feedback is

appropriate in the following areas:

‣ Health and Safety‣ Goals/Outcomes Planning‣ Life Skills‣ Educational and Vocational Programming‣ Behaviour Support‣ Staff Training/Competency‣ Budgets (some variation)

“ The home is committed to personal planning and supports. They think of innovative ways to help the youth such as modified school schedules, peer outings, chores and self-regulation.

Employees

We found 93% were overall satisfied with their employment.

Feedback for improvement:

‣ Less documentation requirements‣ Resident placements/compatibility issues‣ More training hours/education‣ Home renovations/disruptions/more planning

Page !18

“ Luau was the

b e s t I n t e g r a

BBQ ever!”

‣ Staff shortages‣ Crisis response‣ More connection to main office and leadership‣ More staff appreciation

Comments:

“I think Integra is great at serving the residence and making sure that someone is always available and able to ensure safety. Great on-call program.”

“The team work well together and try to make persons we serve happy and comfortable.”

Shared Living Contractors:

Overall satisfaction amongst this stakeholder group was 100%.

Feedback from qualitative data also elicited data for analysis in relation to performance

improvement and awarding successes. Average scores out of 5 included:

‣ Integra responds to the needs of all persons served in an efficient and effective manner -4.41/5‣ My Coordinator keeps me informed of agency and community events and training - 4.22/5‣ I feel valued as a Home Share Provider - 4.35/5

Areas for improvement:

‣ Less documentation requirements‣ Funding issues in relation to service scope‣ Policy updates should include providers‣ Compensation

Page !19

“ My program does an amazing job honouring the people we serve.”

Comments:

“I love how inviting and friendly Integra staff are to both of my individuals I care for.”

“I hand picked Integra out of all the other agencies I found them to be personable and they have an outstanding reputation in the community in which they serve. Not only from a business model but also from their heart.”

Business Function Goals✤ To maintain adequate budget lines that meet funding requirements and the needs of persons

served across CLBC and MCFD funded services.✤ To ensure appropriate staffing levels to meet the needs and service requirements of persons

served across all funded services.✤ To maximize internal capacity to deliver efficient services

and promote professional development through Sharevision.✤ Participate in inclusion inside and outside the agency:

Integra will co-sponsor two socially inclusive events as responsible corporate citizens and two internal events.

Integra successfully partnered with many community partners to co-host or co-sponsor the events, for example:

✓ January: Job Fairs ✓ April: Women to Warrior Easter Seals Fundraiser✓ August: Summer Luau BBQ for Friends and Family✓ September: One Day Together Festival ✓ October: Employer Forum on Diversity ✓ December - Holiday Open House

Page !20

“I feel valued and I thank you all for that.”

Health and Safety ReviewA review of all Health and Safety Meeting minutes (site and agency wide) and OHS CIR analysis from all departments since last October was conducted. From these minutes and synopsis reviews, issues and trends in areas such as incident reports, inspections and overall health and safety were analyzed.

Some learning which took place this year included:

‣ WorkSafe Reporting requirements education‣ Refining categories in internal incident reporting‣ Reducing workplace injury with more frequent reviews of behaviour protocols training ‣ Training reviews on reportable vs. non-reportable incident types‣ New emergency drills pop up system on Sharevision‣ Analyzing simulated and actual drills‣ New standard on vehicle checks to reduce vehicle incidents

Technology Plan ReviewOur focus in the agency continues to be technology and specifically in relation to the Sharevision Implementation Project. The Technology Plan was reviewed and updated as needed in relation to technology goals, both for the agency and for any person served needs.

Page !21

Individual Reportable Incidents by Type

13118

4

2

60

Aggressive/Unusual Behaviour Aggression Between Persons in Care Medication ErrorsFalling Unexpected illness Other

Risk Management ReviewThe Risk Management Plan was reviewed. The Action Plan was reviewed to ensure compliance throughout the company. Some minor adjustments were made to reduce our level of risk by adding a severity rating and reviewing succession strategies due tp turnover.

Accessibility Plan and Progress ReviewWe made progress in several of the areas in our visual plan below.

Page !22

Cultural Competency and Diversity Plan ReviewAt Integra, we are committed to celebrating diversity and the individual experiences of members of our family, and the community at large. This year, our accomplishments included:

‣ Stating our commitment to diversity online and, at internal and external events;‣ Participating in training and partnering with diverse communities via forums and committee

membership;‣ Participating in the Victoria Pride Parade;‣ Co-hosted a Speaking about Diversity Forum for employers to recognize and share best practices;‣ Participating in Quick Connections evening: making friends across cultures and abilities;‣ Sponsoring the I Love First People Show box campaign.

Page !23

“Accomplishments have no colour” - Leontyne Price, soprano

Diversity in the Workplace

Strategic Planning and the FutureWe are so excited to present the areas of commitment in our new plan for 2017-2022. We set new performance goals by conducting a SWOT analysis and revisiting the journey of Integra. This process assisted in setting goals across the agency and specific departments.

For more information on components of this plan or quality assurance, please contact Kam Judge, ED at the office 250.721.5584 ext. 2207 or by email at kjudge@integrasupport.caWe look forward to the year ahead!

Page !24

I N T E G R A S U P P O R T S E R V I C E S ’

2017 - 2022STRATEGICINITIATIVES

We are a community-based agency that provides person and family-centred

supports for people with diverse abilities on Vancouver Island.

ORGANIZATIONAL CAPACITY AND TEAMWORK:

ENDORSE A SOLID AND CAPABLE ORGANIZATION

SERVICE QUALITY

TEAM SUPPORT AND RETENTION

SUPPORT A STRONG AND INCLUSIVE COMMUNITY

PROFESSIONAL DEVELOPMENT AND TRAINING

Page !25

Address: #100 & #200-4252 Commerce Circle Victoria, BC V8Z 4M2 Phone: 250-721-5584

Fax: 250-721-5993 Web: www.integrasupportservices.com