A strategic analysis of mental health services in the central Okanagan

Many public sector organizations are struggling to meet community demand. Waitlists raise concerns about access, and over-stretched caseloads jeopardize quality. In serving young children with delays and disabilities, the Central Okimagan Child Development Association (COCDA) is facing the same challenge. To keep pace with the increased demand, the COCDA decreased the intensity of service. Case management practices were allowed to drift. These adjustments shifted the COCIDA to a mixed differentiation strategy. Quality is emphasized for some services, but a high volume, adequate quality strategy is accepted for others. Considering the COCDA's history, human resources, mission and vision, and culture, the appropriateness of a mixed strategy was assessed. Several alternative strategies were evaluated. From this, a recommendation was put forward to adopt a combination strategy. Under this strategy, cost-based methods are targeted for less popular services, while better quality standards are applied to high demand services. This strategy also fits well with two emerging forces in the COCDA's envir~mment: increased contract accountability, and a more competitive labour market. iii