The Early Learning Coalition of Osceola County seeks consulting services to assess, redesign, and optimize the Family Services Department. The objective is to increase operational efficiency, enhance customer service, improve staff capacity and training, and create an elevated and seamless family experience. Project Objectives ● Conduct a comprehensive assessment of current Family Services operations, structure, and service delivery model. ● Evaluate staff capacity, workload distribution, and training needs. ● Review and refine internal policies, procedures, and workflows for improved efficiency. ● Provide consulting and coaching for leadership on change management and organizational restructuring. ● Deliver recommendations for departmental restructuring, including a roadmap for implementation. ● Support the design of an enhanced customer service model to improve family engagement, satisfaction, and outcomes. ● Develop a staff training and onboarding plan aligned with the new structure and customer service standards. ● Technology Integration: Assess if a CRM (Customer Relationship Management) system is needed to track family interactions and improve follow-up. ● Family Experience Journey Mapping: To ensure smooth experiences, map a “family’s journey” from the first interaction to service completion. ● Leadership Development: Support Family Services leadership in growing skills related to supervising under the new model.
