The complexity of operating a program the size of Louisiana Spirit taught the State a tremendous amount regarding the monitoring of crisis counseling programs. These challenges led to the development of the program’s Management Toolkit, an extensive resource that assisted management staff in making data-driven, informed decisions about the strategic direction of the program. This toolkit was organized into the following three sections:

• Managerial Consultation — This component supported program management in developing the strategic direction of the program, describing measurable objectives, and determining a top-to-bottom perspective of provider/government outreach survivors.

• Stakeholder Collaboration — This area of the toolkit enabled Louisiana Spirit to harness the strengths of communities through talking with survivors, local human services, and local business communities. Tools here include the stakeholders’ analysis; the Quality Assurance Committee meetings; sampling; and additional outreach and collaboration with agencies including the Louisiana Recovery Authority; Louisiana Family Recovery Corps; the United Way; the mayors’ offices of New Orleans, Baton Rouge, and Lake Charles; Louisiana Family Recovery Corps.; Louisiana Department of Social Services; Louisiana Affordable Housing Management Association; Louisiana Workforce Commission; and the Baton Rouge Chamber of Commerce.

• Technical Support — This section of the toolkit was used to evaluate the performance of crisis counseling providers and field staff. It included the use of geographic information system (GIS) mapping capabilities to show the distribution of services. Statistical analysis software was also used in this area of management, which enabled Louisiana Spirit to drill down and track outreach efforts on zip code and individual outreach worker levels. Data informed a weekly dashboard that informed management of the progress of outreach efforts and established a Well-being Index that provided critical information on key indicators that affected recovery efforts.

With each of the three sections functioning in concert with the others, the Management Toolkit served as the backbone of Louisiana Spirit’s operations. It served as an effective resource for jump starting all aspects of the program and was an integral tool for ensuring that service delivery was based on the true needs of each community, as conveyed directly from field staff and community partners.

View a sample of the toolkit's Well-being Index (pdf, 2.9MB)