Ministry of Social Development and Poverty Reduction

Continuous Improvement: Streamlining Development Services for a Growing Community

The Ministry of Social Development and Poverty Reduction engaged Berlineaton to redesign its Community Integration Services program to improve accessibility for individuals experiencing or at risk of homelessness. After conducting a program review in Phase 1, Berlineaton was re-engaged to facilitate a Design Team of frontline staff to revamp the business process, ensuring citizens could better connect with critical resources.

Key Team Members

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Richard Eaton
Tobias Mehra
Cathryn Chase

A Profound Experience

Following COVID, the Ministry of Social Development and Poverty Reduction identified a significant gap in service accessibility for vulnerable individuals. The goal was to improve coordination between ministries, enhance program efficiency, and create a clear, user-friendly process for both service providers and clients. With a focus on continuous improvement, Berlineaton supported the Executive Director in leading a structured approach to redesign the process, incorporating change management and communications considerations to the community integration services process.

Practical Solutions

Berlineaton applied its Continuous Improvement methodology, following a structured five-step approach:

  1. Observe: Conducted an in-depth analysis of the current process, gathering insights from frontline staff and service users.
  2. Focus: Identified key inefficiencies and service gaps, prioritizing areas for improvement.
  3. Design: Facilitated collaborative sessions with a 12-member Design Team to develop a streamlined, citizen-focused process.
  4. Execute: Created an implementation plan with change management and communication strategies to ensure a smooth transition.
  5. Sustain: Developed tools and systems, such as a referral link, to embed the improvements into long-term operations.

Bolder Futures:

The initiative delivered meaningful results: Clearer, more accessible processes through enhanced coordination between ministries and streamlined community integration services. Improved tools and systems with a new referral link connecting individuals to critical resources faster. Sustainable implementation supported by a structured change management plan to ensure lasting impact. And collaborative success by strengthening cross-ministry relationships and improving communication between service providers.

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  • "Berlineaton’s facilitation enabled our team to make meaningful improvements, ensuring better service accessibility for those who need it most."

    Executive Director,

    Ministry of Social Development and Poverty Reduction

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    Richard Eaton

    CD, BA, MA (Leadership) FCMC, ACC
    Adventurer, Process Whisperer, Force of Nature.

    Richard Eaton is a founding partner of Berlineaton with over 30 years’ management consulting experience, and has engaged with more than 10,000 individuals across hundreds of assignments in a wide variety of sectors. Richard holds a Master’s in Leadership and Training, is a Six Sigma Black Belt, a Fellow Certified Management Consultant, and an Associate Certified Coach. He is also certified as a Boss Whisperer, specializing in coaching abrasive leaders.

    A skilled leader, Richard has successfully mentored and developed a highly effective team of Berlineaton consulting professionals who expertly reflect the Berlineaton brand. He has also supported clients with both provincial and national level projects recognized for realizing measurable impact, innovation, and service excellence. Richard is a firm believer that truly transformative results arise when visionary leaders empower front-line teams to take ownership, innovate, and drive inspiring, strategic outcomes that resonate across organizations, sectors and time.

    Richard served for over 40 years in the British and Canadian armies as an Infantry Officer, with training from the Royal Military Academy Sandhurst and Canada’s Combat Training Centre. He’s qualified as a Paratrooper with 200+ jumps, is an All Arms Commando and a Military Ski Instructor, and is a veteran of counter-insurgency operations in Northern Ireland. His honours include the Canadian Forces Decoration, with two bars, and the General Service Medal – Northern Ireland.

    An avid outdoorsman, Richard particularly enjoys sea kayaking and mountaineering. Having summited peaks like Mt Kilimanjaro (19,000+ft) and Mt Rainier, his future goals include breaking the 20,000 ft mark. He is a proud father of two adolescent children and is deeply devoted to his long-time partner Shelly Berlin, as well as two spoiled Burmese housecats.

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    Tobias Mehra

    BA, MSc, MIB, CMC
    Problem Solver, Ear-Lender, Globetrotter.

    Tobias is an Engagement Lead. He joined the firm in early 2019. He draws on his various academic and professional experiences in business strategy, market research and corporate sustainability to provide simple and elegant data-driven solutions. 

    Tobias discovered his passion for working with people from a diverse set of backgrounds and enjoys helping organizations confront complex challenges with simple data-powered solutions. 

    Originally hailing from Austria, he moved to Victoria in 2018. Tobias loves exploring the outdoors and loves Vancouver Island as much as he loves Austria. His newest love, though, is his daughter, born at the beginning of the Covid-19 pandemic.

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    Cathryn Chase

    BA, MMgmt, CMC
    Interpreter, Pathfinder, Wordsmith.

    Cathryn is a Senior Consultant with Berlineaton. She approaches all her work with curiosity, dedication and an analytical eye.

    As a Senior Consultant, Cathryn leads and supports projects across all of Berlineaton’s practice areas with a particular focus on public sector work. She is skilled at deriving insights from data, and helping clients translate complex information into usable and effective solutions. She loves applying her skills, experience, and penchant for problem solving to help empower her clients and create sustainable business solutions.

    Cathryn holds a Bachelor of Arts in International Relations from UBC, as well as a Master’s of Management from UBC’s Sauder School of Business. She also has a Lean Six-Sigma Yellow Belt, and is working towards becoming a Certified Management Consultant.

    Outside the office, you can find her spending time with her partner, Sander and retired sled dog, Clyde, swimming with the Victoria Masters Swim Club, and enjoying the outdoors with friends and family.