Industry
Government, Human & Social Services
Our Role
- Strategic Planning & GOST Framework Development
- Community Needs Assessment & Market Research
- National Best Practices Benchmarking
- Steering Committee Facilitation
- Business Model Development & Financial Planning
Situation
Washington County’s Department of Human Services was at a crossroads. Its 12 Senior Centers, historically vibrant hubs for older adults, were experiencing declining participation, volunteer shortages, and operational uncertainty—trends accelerated by the COVID-19 pandemic. At the same time, the County faced a growing 75+ population with evolving expectations for aging services. To ensure relevance and sustainability, the County engaged The Hill Group to lead a strategic planning process grounded in data, community voice, and innovation.
Solution
The Hill Group collaborated with county leaders, the Southwestern Pennsylvania Area Agency on Aging, and Senior Center operators to co-create a bold new direction:
- Conducted extensive engagement with seniors, caregivers, and service providers
- Benchmarked high-performing Senior Centers across the country
- Facilitated a multi-stakeholder Steering Committee to shape strategy
- Developed a GOST-aligned strategic plan focused on programming, growth, and capacity
- Created a detailed business model covering staffing, facility needs, and shared services
- Identified potential funding sources to support implementation
Results
- Uncovered in-depth insights into senior needs and service gaps
- Adopted a countywide strategic plan built around three priorities: Programming & Impact, Growth & Retention, and Staffing & Capacity
- Developed implementation-ready tools, including recruitment strategies and site-specific feedback systems
- Outlined shared services such as transportation and grant writing to increase efficiency
- Created a pipeline of nearly 20 potential funders to support sustainability and growth
- Positioned the County to modernize its aging services in alignment with community expectations
Behind the Scenes
This project was shaped by the voices of those who matter most—older adults. The Hill Group facilitated site tours, interviews, and collaborative planning sessions to ensure a grounded, actionable strategy. Today, Washington County’s Senior Centers are on a path to become more inclusive, responsive, and impactful places for residents to age with dignity and connection.