Neighborhood Services City
Service Area Performance
Modernization
Neighborhood Services and Education Committee
August 8, 2024
Omar Passons, Deputy City Manager
Erik Chiarella Jensen, Assistant to the City Manager
Jennifer Piozet, Senior Executive Analyst
1 Agenda:
I. Background:
• CSA Performance Modernization
• Past City Council Direction
II. Overview:
• Neighborhood Services City Service Area
• Reducing Unsheltered Homelessness City
Council Focus Area
III. Next Steps
Neighborhood Services CSA by the Numbers
207 Neighborhood Parks
48 Community Centers
21 Community Gardens
150 Animals at Happy Hollow Park and Zoo
3.4m Library visitors annually
25 Libraries
1.8k Residents securing permanent housing annually
3.5k Code enforcement cases resolved annually
60k Animals licensed annually 2
180 Encampment service locations
3 Neighborhood Services CSA 2023-2024 Budgeted FTEs
City staffing spanning 5 Departments and 9 Core Services Housing
• Homelessness Response
and Solutions
Library
• Access to Information,
Library Materials, and
Digital Resources
• Literacy and Learning,
Formal and Lifelong SelfDirected Education
PBCE
• Code Enforcement
Public Works
• Animal Care and
Services
Departments and
Core Services
PRNS
• Community Facilities
Development • Community Services
• Parks Maintenance and
Operations
• Recreation Services
4 City Service Area Performance Management
Systematically aligning qualitative and quantitative elements to monitor and evaluate services Degree of City Influence lower
higher
CSA Mission
Outcomes Community Indicators
‘what impact?’ for CSA
Qualitative Characterization Quantitative Measurement
Department Core Services
Core Service Performance Measures
‘how well?’ for Core Services
Core Service Outputs: Activity and Workload Highlights
‘how much?’
Strategic Goals CSA Performance Measures
‘how well?’ for CSA
New element to
the CSA
structure
5 Neighborhood Services CSA
Updated Mission, Outcomes, and Strategic Goals
Housing
• Homelessness
Response and
Solutions
Library
• Access to Information, Library
Materials, and Digital
Resources
• Literacy and Learning, Formal
and Lifelong Self-Directed
Education
PBCE
• Code Enforcement
Public Works
• Animal Care and
Services
Mission
Outcomes
1. Safe and Clean
Neighborhoods and
Public Spaces
2. Welcoming and Vibrant
Neighborhoods and Public Life
3. Equitable Access to
Community Opportunities to
Flourish
Strategic
Goals
1.1 Clean and maintain the
City’s public spaces and
community resources.
1.2 Promote and protect the
health, safety, and welfare of
residents, businesses, and
animals through education and
compliance services.
2.1 Build and activate vibrant
spaces for people to celebrate
identity and community
2.2 Cultivate welcoming
neighborhoods and public
facilities
3.1 Connect people to the
learning resources they need
3.2 Strengthen communities
and enrich lives through
education, literacy, play, health,
and youth empowerment
Core Services
PRNS
• Community Facilities Development • Community Services • Parks Maintenance and Operations
• Recreation Services
To serve, foster, and strengthen the community by providing access to lifelong learning, supportive services, and opportunities to enjoy life and by preserving and stewarding healthy neighborhoods with shelter and housing opportunities for all
4. Housing Security through
Supportive Solutions
4.1 Prevent people from
entering or returning to
homelessness
4.2 Provide access to the
temporary and interim housing
system
4.3 Support individuals
experiencing unsheltered
homelessness
6 Neighborhood Services CSA
Community Indicators by Outcome
Outcomes
1. Safe and Clean
Neighborhoods and
Public Spaces
2. Welcoming and Vibrant
Neighborhoods and Public Life
3. Equitable Access to
Community Opportunities to
Flourish
Community
Indicators
4. Housing Security through
Supportive Solutions
CSA Map
CSA Outcomes and
Community Indicators
“what impact?”
1.1 Neighborhood Safety
Perception
1.2 Neighborhood Park Safety
Perception
1.3 Neighborhood Cleanliness
Perception
2.1 Healthy Places Index
2.2 Sense of Community and
Belonging
2.3 Older Adult Sense of Social
Connectivity and Independent
Living
3.1 Youth Participation Rates
3.2 Neighborhood Poverty
Rates
3.3 Broadband Access Rates
4.1 Homelessness InflowOutflow Rate
4.2 Homelessness Solutions
Participants Average Income
Note: All community indicator data can be disaggregated by race/ethnicity or geographic location.
Measurement that quantifies trends affecting the well-being of communities 7 Neighborhood Services CSA
Measurement that describes ‘how well’ a CSA is meeting its strategic goals CSA Map
CSA Strategic Goals and
Performance Measures
“how well?”
Outcomes:
1. Safe and Clean
Neighborhoods and
Public Spaces
2. Welcoming and Vibrant
Neighborhoods and Public Life
3. Equitable Access to
Community Opportunities to
Flourish
CSA
Performance
Measures
4. Housing Security through
Supportive Solutions
• Park Condition Assessment
Score
• BeautifySJ Response Times
• Neighborhood Physical
Condition Perception
• Library Facility Condition
Rating
• Animal Live Release Rate
• Code Enforcement Case
Resolution
• Code Enforcement Case
Backlog
• Library Facility Safety
Rating
• Public Life Identity and
Belonging
• Public Life Community
Building
• Disability Participant
Connection Rating
• Library Service Quality
Rating
• Code Enforcement
Customer Service Rating
• Animal Care Customer
Service Rating
• Library Customer Service
Rating
• Code Enforcement
Customer Service Rating
• Library WiFi Hotspot
Utilization
• Recreation Physical Activity
Rating
• Older Adult Independent
Living Rating
• Library Program Education
Rating
• Youth Empowerment
Purpose Rating
• Homelessness Prevention
Retention Rate
• Outreach Program
Participants Return to
Homelessness
• Emergency Interim Housing
Program Participants Return
to Homelessness
• Homelessness Program
Occupancy Rate
• Annual Change in Persons
Served through Temporary
and Interim Housing
• Clients Entering Permanent
Housing
• Program Participants
Entering Sheltered
Homelessness
• Clients Engaging in Service
Programs
CSA Performance Measures by Outcome
Ratio of number of households that take the VI-SPDAT for the first time for every household that exits homelessness in the City of San José (Source: HMIS)
Note: VI-SPDAT is the Vulnerability Index – Service Prioritization Decision Assistance Tool 8 Outcome
Inflow-Outflow Rate of People Utilizing Homelessness Services % change in the number of
Tier 3 encampments (most
impactful sites) (Source:
PRNS)
Encampment Change Rate
# of miles of waterways that
have been abated and where
no-habitation requirements
have been enforced (Source:
PRNS, ESD)
Waterway Enforcement
# of net new placements for
interim housing, safe parking,
and safe sleeping spaces
(Source: PW)
Placement Supply Production
% utilization rate in interim
shelters operational for more
than 1 year (Source: Housing)
Interim Shelter Utilization Rate
Reducing Unsheltered Homelessness Scorecard
Outcome and Performance Measures Performance
9 Recommendation
Accept the status report on performance modernization updates for the Neighborhood Services City Service Area, including mission, outcomes, strategic goals and community indicators, performance measures, and activity and workload highlights.
Next Steps
Semi-Annual Focus Area Report to City Council on October 1 Budget Office to publish the updated mission, outcomes, strategic goals, and performance metrics in FY 25-26 Operating Budget
CSAs will share performance measures during the Budget Study Sessions and take performance targets into consideration when crafting budget proposals Neighborhood Services City
Service Area Performance
Modernization
Neighborhood Services and Education Committee
August 8, 2024
Omar Passons, Deputy City Manager
Erik Chiarella Jensen, Assistant to the City Manager
Jennifer Piozet, Senior Executive Analyst
10