A People-Centered Vision for Growth
2026-2031 Strategic Plan
Our Mission - Addressing the needs of people in crisis, hardship and poverty.
Our Vision - A sharing community where no one is hungry, cold, or alone.
Building the Future Together
Letter from the Executive Director
We have heard from you. Using the tools of Human-Centered Design, NHCO spent six months listening to clients, staff, volunteers, donors, partners, and board members - the people who make our mission possible.
We heard that NHCO provides a source of compassionate support, a trustworthy social safety net, and a meaningful way to give locally to neighbors in need. Building upon this strong reputation and trust in the community, we plan to make an even deeper impact in the years to come. We heard that NHCO provides a source of compassionate support, a trustworthy social safety net, and a meaningful way to give locally to neighbors in need. Building upon this strong reputation and trust in the community, we plan to make an even deeper impact in the years to come.
Over the next five years, NHCO will work to affirm the dignity of every community member, reduce barriers to accessing support, and provide compassionate people-centered care. We will be proactive rather than reactive, weaving a network of support to help our neighbors weather the next natural disaster or economic storm. And we will chart a course toward transformational and sustainable growth by building organizational capacity and leveraging community resources to address the growing needs of Northern Allegheny County.
NHCO’s People-Centered Vision for Growth encompasses one ambitious vision, divided into five focus areas. Each focus area includes an overarching goal, a roadmap of actions to take and measurements of success, a big idea for growth, and a description of how different groups of people will experience the change.
You can help write the story of a better tomorrow for our neighbors in need. Our people-centered vision for growth is centered on you. Join us in helping to make this vision a reality!
With Gratitude,
Scott Shaffer, Executive Director
Approved by Board of Directors - 5/20/2026, Megan Melichar, Board President
Key Survey Findings
82% of Clients maintain or improve their household’s economic self-sufficiency due to participation in NHCO programs.
85% of Volunteers report increased awareness and compassion for neighbors in need. 87% of Donors recommend NHCO to their personal and professional networks.
87% of Donors recommend NHCO to their personal and professional networks.
A People-Centered Vision for Growth
Five Year Strategic Growth Goals
Over the next 5 years, NHCO will work to….
Provide compassionate care for 25,000 neighbors in need
Empower 10,000 households to make progress toward economic self-sufficiency
Support 1,000 households in achieving income above the ALICE guidelines (Asset-Limited Income Constrained Employed, (www.unitedforalice.org)
Increase our impact by growing our annual budget from $3.4M to $5.0M and increasing direct client assistance from $1M to $1.5M per year
Engage 5,000 new donors and 1,000 new volunteers
Increase volunteer hours from 23,000 to 35,000 per year
2026-2031 People-Centered
Vision - Five Focus Areas
Volunteers and Donors - Opening Doors
Goal: Expanding flexible and meaningful opportunities for community members to volunteer their time, share resources, and support neighbors in need.
Problem we're addressing
Donors and volunteers are seeking more flexible opportunities to provide tangible support for neighbors and build authentic relationships with staff and clients.
Actions
Expand staff capacity for coordinating additional volunteers
Increase corporate volunteering and online volunteering programs
Utilize new customer relationship management software for volunteer and donor coordination
Create an interfaith and community partner advisory council
Increase marketing focused on the benefits of volunteering
Clients will experience
Meaningful relationships with volunteers and benefits of expanded programs due to increased volunteer capacity.
Volunteers will experience
Flexible volunteer opportunities, easy signup and training processes, and compassionate relationships with clients.
Donors will experience
Easy and diverse donation methods and connection to supporting local neighbors in need.
Staff will experience
Sufficient capacity to carry out programs and effective partnerships with volunteers.
Measures of success
Increased # of volunteers and volunteer hours/year
Consistent volunteer opportunities for families with children and corporate groups
Increased number of donors, average gift size, and donor retention
BIG IDEA: A new volunteer engagement center for individuals, families, and Corporate groups.
Problems we’re addressing
1 in 8 people (1 in 5 children) in our region face food insecurity, driven by inflation and high living costs.
Actions
Increase food pantry eligibility from 1x-2x/month
Reduce barriers to access with food lockers
Increase annual limits on Emergency Assistance Grants
Provide community leadership increasing awareness for the needs of our clients
Train more volunteers to assist with utility applications
Create a Community Needs Fund for sustained assistance
Clients will experience
Compassionate, dignified services and reduced wait times.
Volunteers will experience
The joy of caring for client needs with compassion.
Partners/Donors will experience
Trust that NHCO is a reliable social safety net for our community.
Staff will experience
Sufficient time and bandwidth to engage in relational service delivery and meaningful relationships with clients.
Measures of success
More households served
Reduced wait times at Food Pantries
More older adults receiving home food delivery
Increased % of households reporting improved food and housing security
Basic Needs - Ensuring Essentials
Goal: Providing and advocating for equitable, dignified access to basic needs that strengthens food security and prevents homelessness.
BIG IDEA: A new market-style food pantry open daily with service coordinators onsite.
Transportation - Bridging Gaps
Goal: Reducing transportation barriers so older adults and working households can reliably access food, healthcare, employment, and other essential services.
Problems we’re addressing
Increased need for Older Adults transportation due to projected 75% growth in Allegheny County population aged 65+ between 2030-45, and increased costs for used vehicles and vehicle repairs.
Actions
Increase volunteer recruitment for Older Adults programs
Expand Free Rides for Seniors service area and provide more rides with a third shuttle
Increase annual limit of Transportation Financial Assistance for vehicle repairs and purchases and expanding to clients who are not employed or seeking employment
Clients will experience
Increased independence and economic mobility and decreased isolation and loneliness.
Volunteers will experience
Meaningful, practical ways to build relationships and provide help to neighbors.
Partners/Donors will experience
Satisfaction of addressing systemic issues in our area.
Staff will experience
Knowing that their meaningful service navigation is making a lasting impact on clients’ lives.
Measures of success
More Older Adults served, rides provided, and miles driven.
Increased % of working households maintaining employment after receiving transportation financial assistance
BIG IDEA: More Free Rides for Seniors shuttles and expanded service area.
Economic Mobility - Building Ladders
Goal: Empowering more individuals and families to make progress toward financial stability and self-sufficiency through relationships, resources, and referrals.
Problems we’re addressing
38% of households in our region are struggling to pay bills due to rising costs of food, housing, transportation, healthcare and other necessities.
Actions
Increase Education Assistance and incorporate into overall direct assistance strategy
Provide larger assistance grants focused on overcoming barriers to economic mobility like house repairs, transportation, and education
Additional in-person and virtual Free Tax Prep locations
Convert Ask the Attorney into a partner referral program
Clients will experience
Self-directed, empowering opportunities to achieve long-term economic mobility with customized resources and supports.
Volunteers will experience
Training to reliably support the service navigation process.
Partners/Donors will experience
Seeing NHCO as an organization that both effectively meets basic needs and facilitates economic mobility through partnerships.
Staff will experience
The ability to customize case management with the support of volunteers taking on administrative tasks.
Measures of success
Increased % of clients moving toward economic self-sufficiency
Increased % of clients receiving basic needs support who enroll in the Pathways program
BIG IDEA: A new service navigation pathway with coordinated referrals to partner organizations.
Organization Development - Strengthening Foundations
Goal: Advancing organizational excellence through staff development, innovative fundraising, modern facilities, and responsible financial stewardship.
Problem we’re addressing
To sustain our impact for years to come, NHCO needs strong organizational systems including diverse funding, competitive wages, modern facilities, and strong organizational management and communication.
Actions
Create a team to focus on staff culture, including communication, continuing education, reducing burnout, self-care, and career development
Increase fundraising capacity through staff, campaign consulting, and fundraising software
Improved data collection, financial, and administrative processes
Clients will experience
Benefits from smooth, timely, and efficient internal systems.
Volunteers will experience
Feeling appreciated, valued, and integrated into every area of NHCO’s mission.
Donors will experience
Trust in NHCO’s unwavering commitment to stewarding relationships and financial resources.
Staff will experience
A supportive and flexible workplace culture, be equipped for leadership and service.
Measures of success
Pay and benefits are competitive with local and regional benchmarks
Facilities are well-maintained and support critical activities
Increased # of foundation, business, and religious group donors and overall $ raise
BIG IDEA: Modern facilities for effective staff, volunteer, and client engagement.
A Bright Future Made Possible by a People-Centered Vision for Growth
Possible future success stories
Volunteers and Donors - Opening Doors
“Our family looks forward to volunteering at NHCO’s market food pantry every month. We cherish the friendships we have formed there!”
Basic Needs - Ensuring Essentials
“My work schedule used to make it tough to get to the food pantry. Now I can easily pick up pantry staples, fresh produce, and even meat and dairy twice a month. Having access to healthy food has been a game-changer for my health.”
Transportation - Bridging Gaps
“Having extra routes each week on the Free Rides for Seniors Shuttle makes scheduling my medical appointments a lot easier. I always look forward to seeing some friendly faces on the shuttle!”
Economic Mobility - Building Ladders
“After being out of work for two years, the staff and volunteers at NHCO helped me to get into nursing school, pay several overdue bills, and get a new car. Now my family is on track for a hopeful future!”
Organization Development - Strengthening Foundations
“NHCO is an organization I can really get behind. They have the friendliest staff and volunteers, they provide real tangible assistance, and they stretch every dollar to do the most good for our neighbors."
NHCO By The Numbers
7 Offices
27 Staff Members
784 Volunteers
23,066 Services
4,290 Households Served
$3.5M Budget
$1M Direct Client Assistance
*2024-2025 Community Impact Report