MassHousing: Organizational Development Project
FMRA helped MassHousing redefine and restructure their Community Services Department. This department within the larger financial institution was originally set up to assist residents and property owners with issues of alcoholism and property damage associated with negative tenant related behavior. Over the last 50 years, the needs of residents and property owners have evolved. FMRA analyzed MassHousing’s unique value and position in the complex system of housing non-profits, and formulated potential directions for CSD as a resource center and lab for both the larger agency and external partners.
CSD is being repositioned to more broadly address the social and community challenges faced by its residents and the people of the Commonwealth. Once the business plan is complete, it will be a “Do Tank” (as opposed to a “Think Tank”) that drives value for its stakeholders through actionable initiatives that bring positive change to their communities. It also seeks to contribute to the larger goals of the Agency, the Agency’s clients, and the greater affordable housing ecosystem.
GOALS
Assess the current strengths, resources, and unique leverage of MassHousing in the housing ecosystem.
Formulate possible identities for CSD and the value that each could bring to the MassHousing mission.
Provide a refined vision for CSD, including its mission, role within the Agency, strategic plan, and organizational structure.
PROCESS
These phases were planned to gain insight into CSD’s constituents and to inspire a range of thinking as we explore and narrow options for a compelling division strategy that aligns to the organization’s objectives and to its user’s needs.
Align: Understand the context within the Agency and related streams of work through stakeholder interviews.
Learn: Investigate the needs and values of key stakeholders, through past Agency work and augmented by direct interviews
Analyze: Synthesize learnings and articulate potential value proposition(s) for CSD and accompanying filters and measures for programs
Ideate: Develop a range of programmatic opportunities based on these value proposition(s) and filter these along with existing programs
Deploy: Support CSD in communicating and planning for the implementation of this strategy
To gain an understanding of CSD’s impact at all levels, FMRA included residents, CSD members, MassHousing members, and members of partnership organizations as key stakeholders for the interview process. In our analysis of the results, we found these key strengths that could inform CSD’s future identity: deep human relationships, system savvy, and high system visibility.
The repositioned Community Services Department of MassHousing will support its stakeholders in their efforts to improve the lives of its citizens through programs, services and training. The repositioned department will also look across owners & property management companies, service providers and communities to identify best practices, share data, build insight, foster collaboration, and fund innovative programs and practices.
ABOUT:
MassHousing is an independent, quasi-public agency charged with providing financing for affordable housing in Massachusetts. The Agency raises capital by selling bonds and lends the proceeds to low- and moderate-income homebuyers and homeowners, and to developers who build or preserve affordable and/or mixed-income rental housing.