Internal Program & Service Delivery Mapping
"What actually happens once services begin"
Objectives
- Fully map internal service delivery, not just intake/referral
- Identify program strengths, gaps, and improvement opportunities
Key Components & Required Elements
- Each service/module defined
- Purpose and intended outcome
- Required vs optional elements
- Emotional experience at service milestones
- Perceived value vs burden
- Between staff, teams, shifts, or providers
- What is not producing value?
- What creates unnecessary burden?
Maturity Rubric
Assess your organization's readiness across four levels
Service delivery is undocumented beyond policy manuals
Some services mapped but client experience and handoffs not tracked
All service components documented with client experience and handoff tracking
Real-time service mapping with fidelity monitoring, client feedback loops, and continuous improvement cycles
Sample Deliverables
What a completed phase produces
Key Facilitation Questions
Can every staff member describe the full service delivery process?
How do we currently know when a client is disengaging?
What happens when a client misses sessions or milestones?
Where are the handoff points between staff or teams?
Discussion Prompts
Is there a gap between our program model on paper and what actually happens?
How do we balance fidelity to the model with adaptation to individual needs?
Where do staff feel the most burden — and does that align with client value?
What services do clients find most and least valuable?
User Story
As a program manager, I want map service delivery so improvements target what actually happens—not just policies.
Acceptance Criteria:
- All service components documented
- Client experience tracked at milestones
Accreditation Alignment
Program structure and implementation
Service design and delivery
Program effectiveness and learning