Innovation and Resiliency: Working Towards a New Normal in Service Delivery [2021-11-16]

This presentation highlights organizational changes made to support service delivery in the context of the COVID-19 pandemic with an emphasis on programmatic changes across youth, adult, couples and school based programming. In particular we focus on synergies and unplanned benefits that have yielded from re-jigging our operations and services, including service delivery partnerships, and how changes made enable us and our service partners to continue to meet emergent client needs. We also share insights from pivoting from predominantly in person services to alternate service delivery strategies (phone, teleconference, videoconference/Zoom) and flag strategies and tips for successful virtual program delivery. We conclude by noting aspects of operations and service delivery that are arguably beneficial to sustain in the long term as part of the “new normal” for 2022 and beyond.


Kathryn Barratt | John Howard Society of Waterloo Wellington

Jeff Kentel | John Howard Society of Waterloo Wellington

Joan Nandlal | John Howard Society of Waterloo Wellington