Contact Community Services

PROJECT: Strategic Planning and Capacity Building (2023–2024)

/ CHALLENGE

Contact Community Services is a trusted Central New York nonprofit providing crisis intervention, suicide prevention, school-based mental health programs, and information/referral through the 988 and 211 lines. With rapid program growth and increasing demand, the agency faced challenges around staff capacity, internal communication, visibility in the community, and positioning for opportunities such as New York’s 1115 Medicaid Waiver. Contact sought a new strategic plan to guide operations, strengthen organizational culture, and expand impact.

/ SOLUTION

A&O designed and facilitated a discovery-driven planning process using the Nonprofit Lifecycles framework by Susan Kenny Stevens. Activities included stakeholder surveys and interviews with staff, board, and community partners; facilitated discussions with leadership; and a board-staff retreat. A&O guided the agency in identifying five strategic priorities: workforce development, internal communication, marketing and public communication, performance measurement, and partnerships. The process also refreshed mission, vision, and values statements and laid the groundwork for stronger organizational culture and data-driven decision making.

/ OUTCOME

The resulting three-year strategic plan (2024–2026) provides clear goals and implementation strategies. It equips Contact to address staff recruitment and retention, enhance communication, increase community awareness, track performance metrics, and pursue new partnerships. With this roadmap, Contact is positioned to sustain its essential crisis and school services while expanding capacity and visibility in the region.