Authentic Inclusion and Resilient Community Care
Designing a strategic planning process where lived experience shaped the work - not as consultation at the edges, but as part of the decision-making core.
The Centretown Community Health Centre (CCHC) is a community-based healthcare organization that serves as a primary healthcare center and offers a wide range of services to meet the health and well-being needs of the local community.
Centretown Community Health Centre (CCHC), embarked on a strategic renewal to enhance its broad spectrum of services. Renowned for its commitment to marginalized and diverse populations, CCHC offers primary care, mental health support, dental care, and counseling, targeting groups like 2SLGBTQ+, BIPOC, newcomers, and vulnerable seniors.
The Challenge
CCHC was developing its 2023-2026 strategy amid pandemic pressures, changing community needs and health-system integration. The work needed to address inequity with specificity while avoiding the familiar trap of treating inclusion as a statement rather than a practice.
How We Worked
- Built design-justice principles into the process so people most affected could shape decisions.
- Included seven compensated community advisors from equity-deserving groups as core committee members.
- Used listening sessions and advisory input to bring lived experience into strategic choices.
- Created space for staff, board and community members to co-create priorities and accountability.
What Changed
- Produced an adaptable, equity-driven strategic roadmap.
- Deepened accountability to communities most affected by health inequities.
- Created stronger foundations for hybrid care, advocacy and culturally responsive practice.
Client Feedback
Manal recently completed the strategic planning process for our organization and it was a delight to work with her.
Several things stood out for me in her facilitation style. We had made the decision to include several individuals with lived experience to participate on our Strategic Planning Advisory Committee and she and her consulting partner work with us to design processes that engaged and supported our Community Consultants in this process as it meant adapting our sessions to ensure space and time was provided for them to ask all the questions they needed to full engage. We had to adjust our timelines and processes several times due to the ongoing pressures of the pandemic and of the convoy occupation. Each time Manal support us with compassion and structure. Her level of preparedness for each session was exceptional and we are exceptionally pleased with our final outcome. Manal’s strong organizational skills, exceptional facilitation skills, and wide knowledge and expertise in health and social services helped ensure a strong strategic plan in the end. Would definitely recommend her!
Michelle Hurtubise
Executive Director