Heller and Heller Consulting, LLC.


Master Plan Process

A master plan typically includes a public input process designed according to client needs.  Included are demographics review, inventory and assessment of parks and facilities, level of service analysis, equity mapping, recreation program analysis, review of sustainable practices, identification of gaps of service, and capital listing of needed improvements. The most important element of the plan is providing agencies with the tools they need to successfully implement the plan.  We take great care in providing successful guidelines to operationalize the planning process, including key performance measures, connection to organizational culture, ongoing communication, monitoring progress, and assigning accountability.

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Strategic Planning Process

These plans address the strategic direction of an organization and create organizational alignment.  Employees take great comfort in working for an organization that has purposeful direction. Our process includes staff and governance engagement, identification of strategic direction based on resident needs, and idea creation related to industry best practices. It also includes an environmental scan of the organization, a review of organizational performance, industry trends, leveraging technology, and a vision of the desired future. Important components of this process include feedback from partners and stakeholders. From this information, a strategy map is developed along with key strategies, goals, objectives, key performance indicators and timelines.  


Public Engagement

We are well-known for facilitating creative and interactive public engagement.  Some examples include participating in a community bike ride, visiting youth at a summer day camp site, attendance at a special event, and unscheduled interaction with park and athletic field users. There are times attendees show up multiple times for the same meeting as they experienced so much fun.

Organizational Assessment

These types of assessments include areas of staffing and structure analysis, identifying if the right levels of staffing exist, as well as the efficacy of the organizational structure.  The assessment can include a review of workforce capabilities for future needed competencies, benchmarking best practice organizations in areas such as service quality, use of technology, innovation, staff development, and a review of major work processes for greater effectiveness and efficiency.  


Speaking Topics

  • Becoming a Strategy Focused Organization

  • Organizational Transformation

  • Creating Organizational Innovation

  • Service Quality Initiatives

  • Moving from Customer Satisfaction to Customer Loyalty

  • Building Internal Customer Service

  • Using Team Based Approaches

  • Creating a High Performance Organization

  • Creating the Right Culture

  • Leadership: Now and for the Next Decade of Leadership

  • Succession Planning

  • Process Management/Improvement

  • Making the Most of your Agency’s Resources

  • The Use of the Balanced Scorecard

  • Revenue Enhancements

  • Five Key Revenue Drivers

  • Recreation Program Development

  • Pricing Recreation Services, A Marketing Perspective

  • Industry Trends and the Corporate Culture Needed for Implementation

  • Measuring Organizational Performance

  • Master Planning and Strategic Planning Processes

Financial Analysis and Feasibility Studies

This includes a range of services from pricing and cost of service studies to financial feasibility studies and market analysis.  Also includes review of financial analysis of expenditures and ways to optimize non-tax revenues.

Service Quality Assessments

The goal of the process is to build an overall framework for service delivery that results in consistent customer experiences, high customer satisfaction and loyalty, and retention of customers, which ultimately leads to an increase in customer registrations/participation/ memberships. Most park and recreation agencies’ greatest challenge is consistency in the delivery of service.  The system approach to developing a service quality process helps agencies with developing improved customer experiences.

Facilitation of Staff Training

Heller and Heller provides a variety of staff training for individual agencies.  Recent sessions have included topics such as leadership development, embedding innovation, developing competency in change management, pricing of services, and many others.