Mission Critical Management Consulting & Software Development for The Forbes Fund

Mission Critical Management Consulting & Software Development for The Forbes Fund

The Forbes Funds provides capacity building to nonprofits in Allegheny County through grants, technical assistance, education, and other special initiatives. Their goal: to help guide not-for-profit agencies through challenging times, as well as the disruptive forces that present opportunities for growth.

Performance Associates facilitated process reengineering projects for three participant non-profits:  Jeremiah’s Place, Center for Contemporary Craft and Veterans Leadership Program of Western Pennsylvania.


Here’s what three participants said …


PAI’s Holistic Change Management expertise resulted in increased and improved Service Delivery while also producing a Dramatic Bottom-Line Savings.

Ben Stahl – CEO
Veterans Leadership Program of Western Pennsylvania


“Any Non-Profit Organization should undertake the Reengineering of their Mission Critical Processes which is critical for continuous improvement and sustainability.”

Janet McCall – Executive Director
Contemporary Craft


“PAI’s reengineering process enabled us to take a very strategic approach with confidence and address a major business issue.”

Jordan Shoenberger, M.A. – Program Manager
Jeremiah’s Place


Mission Critical Process: Intake & Receptionist Process

Veterans Leadership Program provides housing, employment and supportive services to 168,000 veterans in 17 counties from its Pittsburgh and Johnstown offices.  The two offices processed 2,400 intakes a year across all of their service lines.

The reengineering effort analyzed both the intake and receptionist activity and processes.  The redesigned processes centralized the in-bound calls to the Pittsburgh office, reconfigured the phone system with call attendant functionality, expanded receptionist and intake specialists’ roles to process all intakes, and automated referral processing on the website and EHR system. 

VLP implemented these recommendations within three months and realized a six-digit direct cost savings. 



Mission Critical Process: Annual Studio Workshop Process

The Annual Studio Workshop Process comprised three seasonal catalogue direct mail campaigns to promote attendance for more than100 artist-led workshops.  The process analyses provided clear direction on the goal for a dramatic increase in workshop attendance.

The reengineered process created a streamlined workflow, enhanced print and digital marketing campaigns, restructured workshop offerings and more aggressive promotion.

We anticipate a 50+% increase in student attendance.



Mission Critical Process: Hiring and Retention Process

Annual employee turnover at Jeremiah’s Place averages 30% which requires the organization to conduct six hiring cycles each year.  The reengineered process created a career path for university students to gain behavioral health and social service work experience at Jeremiah’s Place while working on their degrees.  Relationships at the local universities and behavioral health agencies provide a stepping stone from the universities directly into behavioral health careers.

We anticipate a 50% reduction in student turnover.


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