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1) OC Animal Care Strategic Plan 2018 OC Animal Care Executive Summary Strategic Priority 3: Culture and Organizational Development 1. OCAC departments a) Roundtable meetings between the sections are held every communicate consistently month by August 2018. and understand each other's goals. 2. Goals are defined within a) 90%of staff report that they are informed and understand departments and each their role by Fall 2018. person understands their role in the goals. 3. Staff are highly trained and a) 90%of staff report they are informed and understand their report they are informed and roles and demonstrate that they consistently follow policies understand their roles. and procedures by Spring 2019. b) Each staff member has a defined job description with measurable goals. c) Performance reviews conducted annually to determine that staff follow written SOP's, and progress meetings held every 6 months. d) Annually review program protocols and written SOP's,with staff training by Fall 2019. 4. Visitors and customers of a) All staff is trained on excellent customer service and are OCAC have professional and given the tools to succeed by Summer 2018 respectful interactions with b) Customer complaints decrease 25%and positive reviews on all staff. Yelp, Google increase by 50% by January 2019. c) By Fall 2018, staff create a system to respond and attempt to resolve any complaints or negative reviews on Google and Yelp. d) Create a comprehensive Customer Service training program and Policy& Procedure (P&P)for all staff, with specifics for each area by Spring 2019. S. Create a positive a) Create cultural agreement for all staff and volunteers by Fall organizational culture,which 2018. encourages cooperation and b) All staff and volunteers are trained on the cultural customer service for staff agreement that guides their service at the shelter by and volunteers. December 2018. 5