Step 3 of 5: PLAN

Last updated: 30th June 2020, Checked: 4th Nov 2021
Diagram showing 'plan' highlighted

Create a delivery plan

Creating a delivery plan can help to mitigate uncertainty that has arisen due to COVID-19. Having a delivery plan helps reduce uncertainty and improve communication with staff, volunteers, clients and other stakeholders.

What to do

  1. Create a new delivery timetable 
    Create a working timetable that includes how and when people can access remote or face-to-face services.
  2. Establish how many clients you will be able to safely see per face-to-face session
    Consider extending the length of your sessions so you can comply with social distancing. For example, by seeing more clients, separately, over a longer period.
  3. Establish the capacity needed to run a service
    More staff and volunteers may be needed to support and guide people to comply with social distancing and hygiene procedures. 
  4. Enhance your triage processes
    In addition to usual triage questions to determine what support is needed, ask questions that determine access needs and preferences around remote or face-to-face support.
  5. Ensure that you have the right technology
    Technology is crucial to deliver remote services effectively and support remote staff and volunteers.
  6. Define and communicate your remit clearly
    Clearly communicate to people who may try to access your services, including who you can support, what your remit is and how they should access support. 
  7. Map a phased return to delivery
    Map the return to ‘normal’ for the different services you provide against an estimated timeframe (by month and the government's coronavirus alert levels). 
  8. Identify your organisation's main strategic priorities
    Look at how they relate to your operational priorities for the next 6-12 months. The NPC Theory of Change 10 step guide is a useful resource to help you do this.
  9. Present your ideas for comments
    Give those using your services, and those who help your service to run, the opportunity to comment on your plans.


These resources are built by you, for you.
Email us if there’s anything you would like to add.

Email us