The Challenge

There are concerns that current FSP performance may not be optimal. California’s Full Service Partnership (FSP) programs are intended to be recovery-oriented, comprehensive services for individuals who are unhoused, or at risk of becoming unhoused, and who have a severe, chronic mental illness, often with a history of criminal justice involvement and repeat hospitalizations. In 2023, HBGI conducted a statewide review of Full Service Partnerships (FSP) and published a report recommending, among other things, the establishment of a standardized Performance Management Operating System for FSPs. It has been identified that measuring impact (i.e. reductions in hospitalizations, incarcerations and homelessness) is not enough. The service must aim to track, report and maximize outcomes – personal outcomes that are meaningful to the service recipients.

Our Solution

We are bringing a Performance Management cycle to unlock new data and decision-making. Performance Management is a cycle of tracking, reporting and reviewing, with regular (usually monthly) performance reviews asking, ‘what do we need to do differently, in order to deliver more.’  

The goal of this Pilot was to support increased FSP performance through:  

• Strengthening performance management practices, 
• Increasing the focus on individual outcomes, 
• and elevating the client voice in assessing program effectiveness.

With the support of the Behavioral Health Services Accountability and Oversight Commission (BHSOAC), HBGI worked with two counties to drive the performance of six FSP programs.  

We created a new monthly performance review process in which we developed ‘Performance Pack’s to organize performance and outcome data around the client journey.

Following the monthly review, Action Planning anchored the Performance Management Cycle. Each review closed with agreed priorities and action steps, keeping discussions improvement-oriented and reinforcing accountability. These actions were implemented between reviews, sustaining the cycle of performance improvement. Program Directors were provided with coaching to support their identification of improvement opportunities and action steps to achieve the goals they had for their Program Performance. 

This process not only improved performance but strengthened the capacity of Service Providers and County Teams in collecting and interrogating data to drive decisions and respond quickly to emerging client need. 

Our Impact

Program Insight and Improvement: The Performance Management approach was individualized to the programs depending on priority and need, resulting in measurable improvements in performance. Program Directors reported better understanding of their programs, sharing that this process allowed them to take a step back, see the bigger picture, ask different questions about   performance, and meaningfully engage all team members in improvement.

Performance Management Capability: Programs embraced the approach and are now actively using data to inform their service delivery and better meet client needs. Program Directors are now able to proactively identify underperformance in performance pack metrics and take immediate action—whether by gathering more information or refining action plans.

Program and County Relationship: We saw the beginnings of a culture shift: stronger collaboration between County and Program teams, faster responses to program questions, and more agile decision-making. A shared sense of ownership over services began to take root, all in service of better client care.

To learn more about our Pilot Project and Impact, please read our report here: Download Report. 

“This process was such a gift to learn our programs better” – Pilot Program Director

“The monthly performance reports and reviews have really strengthened our conversations with service providers and led to meaningful, actionable discussions around improving client outcomes”. – Phoebe Bell, Behavioral Health Services Director, Nevada County

“[This process helped with] breaking the silo walls…all supporting the same community” – Pilot Program Director

Team + Partners

We have created this program in partnership with the Mental Health Services Oversight & Accountability Commission and counties in California.