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Community Resource Centers
Overview and Update
Presented to the Mecklenburg
Board of County Commissioners
January 26, 2018
M e c k N C . g o v 2
BMC2U facilities master plan is to
provide customer centric service
locations directly targeting the needs of
individual communities and populations
CRCs are bringing together community
focused services, including a centralized
and integrated HHS program
Bringing Mecklenburg County to You
What are Community Resource Centers (CRCs) ?
M e c k N C . g o v 3
M e c k N C . g o v 4
OUR PROMISE
M e c k N C . g o v 5
GUIDING PRINCIPLES
Social Determinants
Healthy Thriving
Communities
M e c k N C . g o v
Biggest Ecosystem Enablers
M e c k N C . g o v
M e c k N C . g o v 8
Service Delivery Model
CRC #2
Northwest
* CRC #3
Northeast
CRC #4
East
CRC #5
Southwest
CRC #6
West
CRC #1
VCW
* Designated site for next CRC
M e c k N C . g o v
Prototype
CSE DSS
HLTCSS
Community Resource Centers
CSE
ChildSupport
Enforcement
CSS
Veterans Services
DSS
EmergencyCommunity Services
Food & Nutrition Services
Medicaid
Work First
PH
Women, Infants & Children’s (WIC)
Services
Care Coordination for Children (CC4C)
Pregnancy Care Management
Immunization Services
M e c k N C . g o v
Services in the Prototype CRC at VCW
M e c k N C . g o v 11
CRC
Program Development
CRC Program DevelopmentCommunity Engagement• Conducted Roadshows with:
– Neighborhood Leaders
– Faith Community
– Non-profit Organizations
– Civic Groups & Business Leaders
Policies & Governance• Documented policy, reviewed with
Legal team & HHS Leadership
• Developed Governance Charter to
drive roles, responsibilities and
relationships of HHS Leadership
Staffing for CRC Prototype• Identified positions needed for
relocation, created & filled new
leadership positions, developed
training plans for staff
Facility Design & Construction• Continue to work with AFM on design
and components for the CRC
M e c k N C . g o v
CRC Program DevelopmentWorkflow/Process Design• Workflow processes developed
• Created a Service Evaluation Tool to
assist Residents in locating County
Programs
Business/System Architecture• Developed CRC Technology vision
• Assisting ITS with solution design
Multiple Service Channels• Created plans for easy access to
service created to streamline web
presence for HHS services
Change Management• Working with Learning &
Development to provide Change
Management training and assistance
to staff
M e c k N C . g o v
CRC Program DevelopmentExternal Benchmarking• Working with PI to communicate plans
with our external stakeholders and
community members
Mailroom• Developed CRC Technology vision
• Assisting ITS with solution design
External Benchmarking
• Worked with SP&E to identify
external County’s with similar CRC
projects for benchmarking
• Identified Best Practice strategies,
methodologies & opportunities to
leverage technology
Development of Additional CRC’s
• The next Community Resource Center
will be located at N. Tryon
Street/Eastway Drive in Northeast
Charlotte
M e c k N C . g o v
Health & Human Services
Anthony Trotman
Asst. County Manager
Dena Diorio
Mecklenburg
County Manager
Stacy Lowry
Director
Governance
Model
Public
Health
Gibbie Harris
Director
Community
Resources
Rodney Adams
Director
Child Support
Enforcement
Joan Kennedy
Director
Social
Services
Peggy Eagan
Director
Behavioral
Health
Dennis Knasel
Div. Director
Community
Resources
Yulonda D. Griffin
Asst. Director
M e c k N C . g o v
Community
Support Services
M e c k N C . g o v 16
Service Evaluation Tool
Accessible online via computer or mobile device
May access tool offsite
(home, library, via community partner, etc.)
May access tool onsite of any point during visit
(with no navigator, computer lab, etc.)
Service Evaluation Tool Overview• The service evaluation tool (SET) • The service evaluation tool is:
• Allows customers to answer a set of
concise and comprehensive questions,
which results in a personalized
overview of information and
descriptions of Health & Human
Services (H&HS) they may be
potentially eligible for
• Optional
• Anonymous
• Flexible to changing service policies
• May be completed at multiple points
in the process
M e c k N C . g o v
Service Evaluation Tool Overview
https://www.youtube.com/watch?v=YFuVYvZyetU&feature=youtu.be
https://www.youtube.com/watch?v=_49WUXzZEmg&feature=youtu.be
M e c k N C . g o v
M e c k N C . g o v 19
CRC Customer Experience
Customer Experience
M e c k N C . g o v 20
Facility and Workflow Goals
No Lines
Personal Greeting
Open and Friendly Environment
Electronic Check-In
Expedited Process for Simple Transactions
Cross Service Coordination
Access to Partner Agencies
M e c k N C . g o v 21
CRC Prototype Design
M e c k N C . g o v
22
Technology
M e c k N C . g o v
23
Technology
M e c k N C . g o v
24
Technology
25M e c k N C . g o v
Rendering - CRC Entrance
27M e c k N C . g o v
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Rendering - Healthy Vending Cafe
with Health Neighborhood in back
35M e c k N C . g o v
36M e c k N C . g o v
Interview Neighborhood
37M e c k N C . g o v
38M e c k N C . g o v
Rendering - Ashley Wing Entry
Plaza
39M e c k N C . g o v
Questions
M e c k N C . g o v