The client is a nonprofit organization located in Syracuse, New York, offering a range of Medicaid and county grant-funded programs for individuals of all ages diagnosed with mental illness. Their services include care management, vocational support, peer-based programs, forensic services, clinical care, and crisis intervention for children, youth, and adults.

The Board of Directors has been faced with ongoing challenges due to underperforming executive leadership, particularly in the Executive Director and CFO roles. Additionally, there had been significant turnover within key leadership and other billable positions, contributing to organizational instability. Stakeholder dissatisfaction had grown considerably, further impacting the organization’s effectiveness. Additionally, program audit failures put the future of certain programs at risk. The organization also faced substantial financial losses in recent years.

The Board of directors recognized the urgent need for an interim solution to fill the role of Executive Director until a permanent solution was identified. Additionally, the client was looking to stabilize the organization, rebuild stakeholder trust, and restore operational efficiency.

ProNexus Solution:

ProNexus was initially engaged by the client to provide interim Executive Director coverage. The client sought leadership support to assess the capabilities of the existing leadership team, including the CFO, and to evaluate the entire organizational infrastructure. This included identifying programs at risk and rebuilding stakeholder confidence and satisfaction in the services provided.

Within four weeks, ProNexus conducted a comprehensive assessment across all areas of the organization—Human Resources, Finance, Programs and Services, and Compliance. This assessment highlighted both the organization’s strengths and areas of opportunity.

Following the assessment, ProNexus collaborated with the Board and leadership team to develop a six-month “Plan of Action.” This plan outlined specific strategies and deliverables aimed at transforming the agency. Key goals included achieving financial stability, improving recruitment and retention through filled positions and reduced resignations, strengthening infrastructure with updated HR policies and handbooks, and significantly increasing satisfaction and outcomes for clients and stakeholders at the county and state levels.

In a short period, strong financial processes were established, the CFR was completed, and the budget for the upcoming year was developed. Hiring rates doubled, programs reached full staffing levels, and the number of billable contacts in multiple programs increased significantly.

Stakeholders from state, county, and other organizations, who had previously expressed major concerns, reported zero issues with the services delivered. Programs that had failed audits were recertified, and compliance was fully restored.

The successful execution of the Plan of Action led to meaningful improvements in infrastructure, service delivery, financial health, staff recruitment, and employee retention. This comprehensive turnaround created a win-win-win for the clients, the agency, and the community at large!

ProNexus implemented a flexible solution by setting up the client’s order to cash process on QuickBooks Enterprise and provided the necessary reporting to the parent company. This was a customized solution that worked for all parties as the company was in its early stages. As the company grows and becomes more mature, ProNexus will help the client move to a fully integrated ERP system.