In late 2023 Mission Services embarked on a re-branding initiative that had us review our agency “look”, logo, tagline, Mission, Vision and Values. During 2024 and guided by a creative consultant, these strategic pieces were co-created with various stakeholders including community partners, funders, donors, staff, clients and volunteers.
At the end of 2024 we reached out to the community to complete our five year Strategic Plan. With the re-branding nearly complete and the new Mission, Vision and Values decided upon, we engaged with a consultant who would lead us through a comprehensive plan that included new priorities, goals, objectives and strategies. Again, we were guided by a participatory process that included an environmental scan, a Board of Directors retreat, staff surveys and focus groups, client focus groups and surveys from donors, volunteers and community stakeholders.
This Strategic Plan outlines a bold, clear direction for our organization— one that builds on our legacy of compassion and action while positioning us to meet the growing and complex needs of our community. Grounded in our commitment to those experiencing addiction, homelessness, gender-based violence, food insecurity, and housing instability, this plan reflects both our purpose and our responsibility.
Our Intentions for 2025-2030
- reducing systemic barriers for our service-users
- being an integral part of Hamilton’s homeless serving system
- linking individuals to safe, affordable and appropriate housing
- helping to create new housing solutions
- being guided by harm reduction principles
- being actively engaged in research
- using evidence-informed practices
- seeking solutions to food insecurity
- working to end gendered violence
- being part of Hamilton’s drug strategy
Principle of Practice #1: Brilliant at the Basics/Expanding Our Impact
We believe being brilliant at the basics means setting new standards in care, service, and sustainability. Our dedication to continuous quality improvement, operational excellence, and adaptability ensures we remain responsive to evolving community needs. Grounded in strong systems and a nimble mindset, we strive to be a benchmark organization— recognized for our integrity, innovation, and heart.
Strengthen core program delivery through quality, consistency, and client-centred excellence.
- Embed quality improvement systems across all programs and services.
Expand service reach and responsiveness to emerging needs.
- Develop agile service models guided by the needs of service users and the gaps in the systems around them.
Foster a culture of operational excellence and continuous learning.
- Equip staff with tools, training, and systems to excel.
Principle of Practice #2: Building Capacity Through Organizational Excellence
We are committed to cultivating a strong, sustainable foundation that ensures lasting support for those we serve. Through resilient leadership, action-oriented practices, and a focus on measurable outcomes, we build community trust and position our organization as a source of stability and growth. By investing in excellence at every level, we not only sustain what we’ve built, we expand ourimpact and deepen our connections across the
communities we support.
Strengthen governance and leadership to uphold mission alignment and long-term resilience.
- Enhance Board and Leadership capacity through targeted training and engagement.
Build a high-performance organizational culture rooted in trust, transparency, and continuous improvement.
- Create internal systems that support evidence-informed decision-making and operational consistency.
Establish long-term financial sustainability through diversified funding and operational stewardship.
- Strengthen revenue mix to reduce vulnerability and support program innovation.
Principle of Practice #3: Leading and Innovating
We lead with purpose and innovate with compassion. As a trusted voice in the community, we identify gaps and co-create solutions in partnership with others. Through bold ideas, reflective learning, and courageous action, we aim to be an organization that is sought out by researchers, policymakers, community leaders, and allies for ourinsight, integrity, and drive to do better.
Position the organization as a thought leader and trusted community resource.
- Increase presence in key policy, research, and innovation networks.
Drive innovation that fills system gaps and elevates outcomes.
- Create a structured innovation pipeline within the organization.
Share knowledge and advance systems change.
- Amplify lived expertise and frontline insights in public discourse.
Principle of Practice #4: A Culture of Empowerment
At the heart of our work is a culture rooted in kindness, justice, and shared humanity. We honour the dignity and potential of every person—clients, staff, volunteers, and partners alike. Through compassionate practices and intentional partnerships, we foster environments where people feel seen, supported, and empowered to grow.
Create a workplace culture where staff and volunteers are valued, safe, and engaged.
- Strengthen organizational Equity, Inclusion, Diversity, Anti-Racism and Health & Well-being practices.
Empower clients as co-creators in their healing and growth.
- Integrate client voice across programs, planning, and evaluation.
Deepen relationships with community allies to extend reach and shared impact.
- Cultivate partnerships grounded in mutualrespect and shared vision.