Assessing Organizational Readiness and Service Quality at Kativik Ilisarniliriniq
The Post-Secondary Student Services of the Kativik Ilisarniliriniq (KI) administers and coordinates all aspects of the Kativik Ilisarniliriniq Post-Secondary Sponsorship Program (KI). The program provides support to the active beneficiaries of the James Bay and Northern Quebec Agreement (JBNQA) who are pursuing their post-secondary education outside of their community.
In 2017, in light of recent changes in student eligibility requirements (language testing), the department anticipated a possible increase in the number of sponsored students (20%). In preparation for this possible increase, the department leadership wanted to take a closer look at their operations in order to ascertain the readiness of the department in order to support this larger student clientele without adversely affecting its operations and quality of service. The analysis included an assessment of the key activities conducted by each employee as well as the distribution of responsibilities and workload across the team members. Using an assessment model developed over many years of working with Indigenous organizations (the Organizational Effectiveness Framework), Boreala Management consulted department team members (via interviews) as well students (via a survey and focus groups) in order to:
- Analyze the overall effectiveness of the department from the perspective of team members;
- Assess the impact of recent changes on the department’s operations; and,
- Understand the changing needs, expectations, and perceptions of their student clientele.
Following the staff interviews and the student survey, a comprehensive list of perception gaps, conclusions, and actionable areas aimed at improving internal organization and efficiency as well as enhancing the quality of services to students was provided. These findings and recommendations will facilitate the achievement of the KI vision of empowering Nunavimmiut (the people of Nunavik) to reach their full potential.
Testimonial
“My experience with Boreala has been very positive. Their professionalism and knowledge helped the Cree First Nation of Waswanipi better achieve its goals. We worked with Boreala on a very sensitive project. They were conducting diagnostic reports on how departments are functioning.
They dealt with the staff in a respectful manner and always treated individuals with dignity. They manage to balance truthful and honest feedback with staff and leadership while remaining professional. I was very impressed with how they navigated this very delicate project for our organization.
They never took over the sessions or overstepped their role as a facilitator to the process. They kept us on track to achieve what we set out to do. They were excellent and quickly learned how to work with all levels of our organization and created an environment of trust.“
Rhonda O. Cooper, Deputy Chief. Cree First Nation Of Waswanipi
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