Strategic Plan

Report July 2013 ~ June 2014

Introduction

The Community Information Centre is a not-for-profit, community based information and referral service. The Centre was established in 1976 as a volunteer organisation and has since continued to provide information to Townsville residents, community groups, government and non-government organisations.

Vision An informed community.

Mission The Community Information Centre Townsville Inc is a community based organization that provides a comprehensive information service to the community through print, on-line and face-to-face contact.

The CIC aims to:

Increase the quality, quantity, diversity and accessibility of information available to the community.

Identify gaps within the available community services.

Develop the information retrieval skills of all people in contact with the CIC.

Community Information Centre

Introduction

The CIC’s Strategic Plan 2012-2014 was developed in 2012 and implemented in August of the same year. It will take the CIC through until mid-2014 and continues to guide the organisation forwards into the future while continuing its strong reputation for achieving its vision of an informed community. 94% of the actions in the plan have been achieved, or are currently in progress. This achievement is with many thanks to the staff, volunteers and management committee of the Community Information Centre as well as the many individuals and organisations that work with us to provide the great variety of services and resources to the community.

STRATEGIC PLAN 2012-2014

Connects

Strategy 1: Develop strategic partnerships that further the aims of the CIC. •5 new partnerships:

- NQ Alliance for Mental Health to produce a Mental Health Services Directory - TCC Knowledge Management to redevelop the online Community Directory and to develop the NQ Arts Directory and the Learning Townsville Directory - TCC Sister City Committee to present the 30th Anniversary Townsville Port Moresby Sister City Celebrations - Diversicare to produce an information brochure on Multicultural Food Retailers - NQ Community Services to share governance and management information

•3 ongoing partnerships: - Learning Communities Leadership Group to develop the Learning Townsville Directory - TCC Community Development to develop the NQ Arts

Directory - CityLibraries to run the Learning Links program, weekly

English Classes and regular French Classes •Worked closely with Townsville City Council:

- Member of 2 committees: Learning Communities Leadership Group, Inclusive Communities Advisory Committee - Participated in 3 working groups: Creating Inclusive Communi-ties Awards selection panel, 30th Anniversary Townsville Port Moresby Sister City Celebrations, Community Gardens Project - Presentation on CIC at 3 TCC events: Arts & Culture Network-ing Group, Learning Communities Leadership Group, Australian Learning Communities Network Regional Conference - 8 window displays in CIC by TCC for events: May Month of Learning, FYI Youth in the Spotlight, Harmony Day, School Holiday Programs, NAIDOC week, Womens Expo, Sports Awards, Get Active Townsville - Provision of 25 mailing lists: Sport & Recreation (monthly), Community Development (bi-monthly & one-off requests), various other departments and Councillors one-off requests - Provision of database information requests to 3 departments - Attended 2 TCC events: 2014 Theatre Season Launch,

NETWORKS & PARTNERSHIPS

GOAL An inclusive and engaged community.

Connects

Creating Inclusive Communities Awards - Staffed a monthly information stall at Castletown Shopping Centre with Cr Doyle and Cr Walker - Attended 4 TCC expos: Seniors Lifestyle Expo, Womens Expo, CityLibraries Open Day, Welcoming Babies / Eco Fiesta

Strategy 2: Increased involvement in network meetings. •Attended 7 regular network meetings: - Learning Communities Leadership Group - Community Network Meeting - Multicultural Local Area Coordination Meeting - Inclusive Communities Advisory Committee - Communities for Children Townsville West - Volunteering Nth Qld Volunteer Managers Network - NQ Alliance for Mental Health (new) •Continued facilitating the Community Network meetings • Presented information on CIC at 3 network meetings: - Learning Communities Leadership Group Meeting - Community Network Meeting - TCC Arts & Culture Network meeting •Attended 1 new regular network meeting - above

Strategy 3: Provide increased access to resources and services. •Community Directory redeveloped •New Learning Townsville Directory •New NQ Arts Directory •519 people “like” the CIC’s Facebook page •CIC information now available online: - CIC flyer - CIC Strategic Plan 2012-2014 - Halls & Venues Guide - Townsville Recreation Directory Précis - Useful numbers information sheet - Seniors Useful Numbers information sheet - Useful Numbers in a Disaster information sheet - Playgroups flyer - Community Directory update form •CIC pages on the Council website have been updated •CIC office space has been assessed for inclusion in the next Accessing Townsville publication

ACCESS

Connects

Strategy 4: Maintain a presence at community expos and events. •Attended 12 expos: - TCC Seniors Lifestyle Expo - PCYC Active Family Expo - Carlyle Gardens Expo (new) - Communities for Children Townsville West Networking Forum - TCC Womens Expo - Diversicare Seniors Harmony Day (new) - CityLibraries Open Day (new) - Defence Expo - Townsville Intercultural Centre Harmony Day - Deadly Families are Healthy, Safe and Strong (new) - Upper Ross Community Centre Expo - TCC Welcoming Babies & Eco Fiesta •Attended 11 events: - Refugee Day Celebrations - Alzheimer’s Australia NQ 10th Anniversary Lunch - Arts For All Queenslanders Strategy Workshop - North Townsville Community Hub AGM - Relationships Australia new office opening - Ethnic Community Care Links AGM - 30th Anniversary Celebration of the Townsville Port Moresby

Sister City Relationship - Inclusion Works AGM - Get Ready Disaster Preparedness Seminar - Townsville Intercultural Centre Christmas Party - TCC Creating Inclusive Communities Awards •Attended 4 new expos - above

COMMUNITY ENGAGEMENT

Assists

Strategy 5: Maintain reputation for the provision of high quality information and referrals. • 7514 direct enquiries (phone, email, face-to-face) •48,399 page views of CIC’s web-based information •Top ten areas of enquiry (other than administration & promotion) in no particular order are: employment, legal & financial issues, new resi-dents information, directions (including contact details of organisa-tions), office services, education, arts, seniors, tourism, events, transport, and assistance with forms and letters (usually taking more than 30 minutes, up to a number of repeat visits) •Maintained up-to-date & relevant resources •Provided 34 mailing lists - to various Council departments as well as fee paying organisations •472 English Class attendances •Ran 4 French Class sessions with a total of 49 students attending •STEP project - assisted 41 people with writing resumes, cover letters & selection criteria, at least 8 people are now employed •Compiled 2 School Holiday Activities lists (Autumn & Spring) •Updated Seniors Useful Numbers information sheet •Updated Townsville Recreation Directory •Maintained a timeline of annual information updating dates •Staffed a monthly outreach information stall at Castletown Shopping Centre

Strategy 6: Build community capacity to understand and utilise the CIC. •Ongoing scheduling of organisations to present information sessions •Provided 8 presentations on CIC services & resources to organisations: - Communities for Children Townsville West Networking Forum - Justices of the Peace Professional Development Workshop - NQ Alliance for Mental Health - Apex Club of Townsville - Mundingburra Rotary Club - Lions Club of Townsville Central - Quota International of Townsville - 2nd Calvary Regiment transition to Townsville spouse visit

INFORMATION & REFERRALS

GOAL Enhanced community awareness and ability to

use CIC resources and services.

EDUCATION & TRAINING

Informs

Strategy 7: Continue to provide online publications that are user-friendly and up-to-date. •Online Community Directory redeveloped •New online NQ Arts Directory •New online Learning Townsville Directory •Ongoing maintenance of Events Calendar & Community Directory •Monthly publication of Arts e-Bulletin •Event Calendar undergoing redevelopment with TCC Knowledge Management •Monthly newsletter being developed

Strategy 8: Continue to provide printed publications that are rel-evant and up-to-date. •Updated the following directories:

- Townsville Community Resource Directory - Townsville Recreation Directory

•Produced & distributed 947 New Residents Packs - to individuals and organisations such as the Townsville Hospital, Defence, The Village development, Careflight, as well as private relocation companies •Mental Health Services Directory being developed •New Local Markets flyer •New Playgroups brochure •New Multicultural Food Retailers brochure •New CIC fridge magnet calendar

PRINTED PUBLICATIONS

ONLINE PUBLICATIONS

GOAL Relevant information in a variety of mediums to

accommodate diverse community needs.

Manages

Strategy 9: Implement efficient practices and processes. •Strategic Plan 2012-2014 developed and implemented •Strategic Plan Report Aug 2012 ~ June 2013 completed •Risk Management Plan reviewed and implemented •Review of Policies & procedures underway •Held 2013 AGM – full Management Committee elected •Complied with all relevant federal & state government legislation

Strategy 10: Continue to grow the volunteer program to recruit and retain a knowledgeable and dedicated team. •4 new volunteers joined CIC •18 volunteers on CIC roster - equates to approximately 4 full time staff and a saving of $179,542 •Volunteers participated in 8 training & professional development ses-sions: - Group orientation session for new volunteers - Ongoing on-the-job training (particularly training of the use of the new online directories) - Staff & volunteer tours of Reef HQ and The Cultural Centre - 1 x volunteer attended Working With Refugees training - 70th birthday / 25th anniversary celebration for one volunteer - 2 x staff and 2 x volunteer completed TAFE training course “Equal Encounters” for volunteer ESL tutors - 10 x staff and volunteers participated in a day trip to visit Ingham community services, gallery and library - 4 x volunteers attended a TCC Library information session

Strategy 11: Maintain integrity and accountability in administra-tion and finance. •2012-2013 financial audits submitted and approved •3 funding applications submitted – 1 successful (RADF), 1 pending (Australia Post) & 1 unsuccessful (QCCU) •Fundraising initiatives:

- Office Services - Advertisement in Resource Directory

GOVERNANCE

VOLUNTEER COORDINATION

GOAL Strong, open and accountable leadership

ADMINISTRATION & FINANCE

Manages

Strategy 12: Develop a strong, targeted, strategic marketing and promotions plan •Media articles: - Townsville Bulletin and Townsville Sun about Irene volun-

teering at CIC for 25 years - Koori Mail, Palm Island Voice and Townsville Bulletin Prime

Time about the NQ Arts Directory •Regular notices in Townsville Sun Community Clippings & Townsville Bulletin Community Notices •3 radio interviews: - Triple T - ABC Radio x 2 •NQ Arts Directory Launch in Flinders Square during Renegade City Mix Markets •New NQ Arts Directory flyer designed and printed •CIC 2014 promotional calendar printed •CIC flyer updated and reprinted

Strategy 13: Identify gaps and opportunities in service delivery •Continued weekly Justice of the Peace (JP) service •Developed and implemented NQ Arts Directory •Developed and implemented Learning Townsville Directory

RESEARCH & DEVELOPMENT

PROMOTIONS & ADVERTISING

Future

94% of the actions as outlined in the Strategic Plan 2012-2014 have been achieved. This leaves room on the horizon to focus on some new initiatives to ensure we continue to meet our goals and provide the highly quality services and resources the CIC is known for.

Some of the initiatives that will be coming up are: •Develop and implement Strategic Plan 2014 ~ 2017 •Submit funding application to Council for 2015 ~ 2018 •Develop a monthly electronic CIC newsletter to keep people informed about what we are doing, any changes & additions to our printed materials etc •Produce the CIC flyer in different languages to better assist new arrivals to Townsville •Maintain ongoing training and professional development for staff & volunteers •Investigate new ways to engage with the public at expos & events in order to attract more people to CIC’s information service •Investigate further opportunities for outreach delivery of resources and services •Develop a succession plan •Develop a strong, targeted, strategic marketing and promotions plan •Implement a customer feedback process •Develop a customer feedback survey •Continue with CIC’s main business of providing high quality information and referrals

UPCOMING INITIATIVES

Connects ~ Assists ~ Informs