CIC Strategic Plan Aug 2012 June 2013

1. Strategic Plan
Report Aug 2012 ~ June 2013

2. Introduction
Community Information Centre
The Community Information Centre is a not-for-profit, community
based information and referral service. The Centre was established in
1976 as a volunteer organisation and has since continued to provide
information to Townsville residents, community groups, government
and non-government organisations.
Vision
An informed community.
Mission
The Community Information Centre Townsville Inc is a community
based organization that provides a comprehensive information service
to the community through print, on-line and face-to-face contact.
The CIC aims to:
increase the quality, quantity, diversity and accessibility of
information available to the community.
identify gaps within the available community services.
develop the information retrieval skills of all people in contact with
the CIC.

3. Introduction
STRATEGIC PLAN 2012-2014
The CIC’s Strategic Plan 2012-2014 was developed in 2012 and implemented in August of the same year. It will take the CIC through
until mid-2014 and continues to guide the organisation forwards into
the future while continuing its strong reputation for achieving its vision
of an informed community.
70% of the actions in the plan have been achieved in the first year.
This achievement is with many thanks to the staff, volunteers and
management committee of the Community Information Centre as well
as the many individuals and organisations that work with us to provide
the great variety of services and resources to the community.

4. Connects
GOAL An inclusive and engaged community.
NETWORKS & PARTNERSHIPS
Strategy 1: Develop strategic partnerships that further the aims
of the CIC.
•4 new partnerships:
- Learning Communities Leadership Group to develop Learning
Townsville Directory
- TCC Community Development, Arts & Culture to develop NQ
Arts Directory
- Townsville Enterprise to produce an Education & Employment
information sheet for New Residents
- Upper Ross Men’s Shed to create an information brochure
display stand
•3 potential partnerships:
- Mental Health Network to produce a Mental Health Services
Directory
- Ewen Jones MP to produce the next edition of Active Living
for Older Adults
- ABC Open to organise and deliver workshops for service
providers
•Ongoing partnership with CityLibraries - Learning Links and English
Classes. Submitted a successful application to MAQ for the STEP
project.
•Worked closely with Townsville City Council:
•Member of 2 committees - Learning Communities Leadership
Group, Inclusive Communities Advisory Committee
•Delivered 5 presentations about CIC to TCC - Community &
Cultural Committee, Library staff, Community Development,
Marketing & Communications, Inclusive Communities Advisory
Committtee
•5 window displays in CIC by TCC for events - May Month of
Learning, FYI Youth in the Spotlight, Youth Week, School
Holiday Programs, NAIDOC week
•Provision of 21 mailing lists - Sport & Recreation (monthly),
Community Development (bi-monthly & one-off requests),
various other departments and Councillors one-off requests
•Attended 3 TCC events - Arts Networking, Arts Awards, FYI
•Attended 7 TCC expos - 3 Family Fun Days, Welcoming
Babies, Women’s Expo, Cyclone Sunday, Seniors Picnic in
the Park

5. Connects
Strategy 2: Increased involvement in network meetings.
•Attended 6 regular network meetings:
- Learning Communities Leadership Group
- Community Network Meeting
- Multicultural Local Area Coordination Meeting (new)
- Inclusive Communities Advisory Committee (new)
- Communities for Children Townsville West
- Volunteering Nth Qld Volunteer Managers Network
•Started facilitating the Community Network meetings in February
2012
•Presented information on CIC at 7 meetings:
- Learning Communities Leadership Group Meeting
- Community Network Meeting
- TCC Marketing & Communications Staff Meeting
- VNQ Volunteer Managers Network
- Inclusive Communities Advisory Committee
- Communities for Children Townsville West
- Community Centres Network Meeting
•Attended 2 new regular network meetings - above
•Identified 1 new regular network meeting to potentially attend:
- Housing Services Network Meetings
ACCESS
Strategy 3: Provide increased access to online resources and
services.
•CIC information now available online:
- CIC Flyer
- CIC Strategic Plan 2012-2014
- Halls & Venues Guide
- Townsville Recreation Directory Précis
•Teneale attended TCC Web Custodian training
•Online access reviewed with TCC Web Content Officer
•Some text on website has been updated
•390 people “like” the CIC’s Facebook page

6. Connects
COMMUNITY ENGAGEMENT
Strategy 4: Maintain a presence at community expos and events.
•Attended 16 expos:
- TCC Family Fun Day x 3
- TCC Welcoming Babies Ceremony
- Defence Welcome to Townsville Expo
- Communities for Children Community Organisation Networking
Forum (new)
- Townsville Men’s & Women’s Correctional Centre Reintegration
Expo (new)
- TCC Cyclone Sunday
- TCC Women’s Expo
- Palm Island Spring Fair Festival (new)
- Shalom Christian College 20th Anniversary / NAIDOC
- Red Cross Homelessness Expo
- TCC Seniors Picnic in the Park
- Cultural Fest
- North Townsville Community Hub NAIDOC Celebrations
•Attended 4 events:
- Growing the Creative Industries in Townsville Symposium
-Volunteering Nth Qld’s International Volunteer Day
Celebration
- International Unity in Diversity Conference - Refugee Panel
Debate & Community Forum
•Attended 4 new expos - above

7. Assists
GOAL Enhanced community awareness and ability to
use CIC resources and services.
INFORMATION & REFERRALS
Strategy 5: Maintain reputation for the provision of high quality
information and referrals.
•Number of referrals – 8211 (2012-2013 financial year, less 2 weeks),
approximately 1000 more than the previous year
•Top ten areas of enquiry (other than administration & promotion) in
no particular order are: employment, legal, new residents information,
directions (including contact details of organisations), office services,
seniors recreation, tourism, transport, events and education
•Maintained up-to-date & relevant resources
•Provided 30 mailing lists - to various Council departments as well as
fee paying organisations
•368 English Class attendances
•Introduction of STEP project - assisted 18 people with writing
resumes, cover letters & selection criteria, 4 people are now employed
•Compiled 2 School Holiday Activities lists (Autumn & Spring)
•Updated CIC Internal Directory
•Updated Welfare information folder
•Developed a timeline of publication / information annual updating
dates
EDUCATION & TRAINING
Strategy 6: Build community capacity to understand and utilise
the CIC.
•Developed a PowerPoint presentation template
•Ongoing scheduling of organisations to present information sessions
•Provided 9 presentations on CIC services & resources to
organisations:
- Learning Communities Leadership Group
- Volunteering North Queensland
- Community Training Australia x 2
- TCC’s Community & Cultural Committee
- TCC Library Staff
- Community Centres Network
- Inclusive Communities Advisory Committee
- Communities for Children Townsville West

8. Informs
GOAL Relevant information in a variety of mediums to
accommodate diverse community needs.
ONLINE PUBLICATIONS
Strategy 7: Continue to provide online publications that are userfriendly and up-to-date.
•Updated Community Directory
•Ongoing maintenance of Events Calendar & Community Directory
•Monthly publication of Arts e-Bulletin
•Reviewed online resources with TCC Web Content Officer
•Developing 3 new online directories:
- NQ Arts Directory
- Learning Townsville Directory
- Halls & Venues Directory
•Started the redevelopment of the Community Directory and Event
Calendar with TCC Knowledge Management
•The CIC Flyer is now available online
PRINTED PUBLICATIONS
Strategy 8: Continue to provide printed publications that are relevant and up-to-date.
•Updated the following directories:
- Townsville Community Resource Directory
- Townsville Recreation Directory
- Halls & Venues Guide
•Produced & distributed 1034 New Residents Packs - to individuals
and organisations such as the Townsville Hospital, Defence
Community Organisation as well as private relocation companies
•Met with TCC Marketing & Communication about current TCC
publications and potentially developing a new edition of the New
Residents Guide
•Two new chapters in Townsville Community Resource Directory:
- Mental Health Services & Organisations
- Service Clubs & Funding

9. Manages
GOAL Strong, open and accountable leadership
GOVERNANCE
Strategy 9: Implement efficient practices and processes.
•Strategic Plan 2012-2014 developed and implemented
•Teneale attended 2 workshops on Risk Management
•Held 2012 AGM – full Management Committee elected
•Complied with all relevant federal & state government legislation
VOLUNTEER COORDINATION
Strategy 10: Continue to grow the volunteer program to recruit
and retain a knowledgeable and dedicated team.
•6 new volunteers joined CIC
•18 volunteers on CIC roster - equates to approximately 4 full time
staff and a saving of $179,542
•Volunteers participated in 15 training & professional development
sessions:
- National Volunteer Week Celebration
- Attended TCC Arts Awards
- Group orientation session for new volunteers
- Two birthday party celebrations
- In-house training sessions x 2 (Community Directory & ABS
Statistics and Customer Service & Introduction to TCC
Community Development)
- Ongoing on-the-job training
- 1 x volunteer to Mental Health Awareness Workshop
- 4 x volunteers to Census 2011 Community Information
Session
- 2 x volunteers to Salvation Army Recovery Services “Looking
After YOUR Mind” bus tour
ADMINISTRATION & FINANCE
Strategy 11: Maintain integrity and accountability in administration and finance.
•2011-2012 financial audits submitted and approved
•3 funding application submitted – 1 successful, 1 pending &
1 unsuccessful
•Fundraising initiatives:
- Entertainment Book
- Office Services
- Advertisement in Resource Directory

10. Manages
PROMOTIONS & ADVERTISING
Strategy 12: Develop a strong, targeted, strategic marketing and
promotions plan
•Media articles:
- Townsville Bulletin Prime Time for CIC services & new
opening hours
- Duo Magazine advertisement for (TCC) Event Calendar
- Townsville Bulletin Guide for Defence Families
- Townsville Sun for Active Living for Older Adults
- VNQ’s Willing & Able Newsletter for CIC services
- Townsville Sun promotion of Recreation Directory &
acknowledgement of BHP funding
•Regular notices in Townsville Sun Community Clippings &
Townsville Bulletin Community Notices
•3 radio interviews:
- Live FM
- Triple T
- ABC Radio
RESEARCH & DEVELOPMENT
Strategy 13: Identify gaps and opportunities in service delivery
•Weekly Justice of the Peace (JP) service implemented
•Weekly resume & cover letter writing service implemented
•Staff & volunteers trained in accessing 2011 Australian census data

11. Future
UPCOMING INITIATIVES
70% of the actions as outlined in the Strategic Plan 2012-2014 have
been achieved. This leaves room on the horizon to focus on some
new initiatives to ensure we continue to meet our goals and provide
the highly quality services and resources the CIC is known for.
Some of the initiatives that will be coming up over the next 6 - 12
months are:
•Investigate providing information as outreach in areas of social needs
•Assess office space for access by people with special needs
•Develop an annual calendar of expos and events - either in addition
to, or as a part of the current Events Calendar
•Investigate new ways to engage with the public at expos & events in
order to attract more people to CIC’s information service
•Investigate opportunities for outreach delivery of resources and
services
•Develop a monthly electronic CIC newsletter to keep people informed
about what we are doing, any changes & additions to our printed
materials etc.
•Produce the CIC flyer in different languages to better assist new
arrivals to Townsville.
•Develop new online directories: Learning Townsville Directory, NQ
Arts Directory and Halls & Venues Directory
•Continue with CIC’s main business of providing high quality
information and referrals

12. Connects ~ Assists ~ Informs