Dear Kim,
Thank you for your question.
I would strongly recommend the Toolbox's Chapters on Developing Strategic Plan and Organizationa Structure and Implmenting Promisming Community Interventions.
What are the responsibilities and expectations for the board members? Are they responsible to provide responses to individuals? The appropriate turn around time mostly depends on the resources you have (e.g., staff) and the expected answer (e.g., providing contact information vs. advising and adovcating for the client). It seems like you have already identified the needs in the community (accurate information delivered quickly to clients). The next step is probably to realistically assess the capacity of your organization and decide what is feasible. Also, I would suggest thinking about evaluation efforts. What are the expected outcomes? How would you know if your organization has achieved those outcomes? You might want to consider developing bench marks (e.g., delivering information within a week).
