INTEGRATED SERVICE DELIVERY - · PDF fileor you may also email [email protected]. 7 . National Disability Institute A national research and development organization with the mission

INTEGRATED SERVICE DELIVERY

Michael R. Roush, Manager, Financial Empowerment &Innovation, National Disability Institute

Paula Kelley, Client and Business Management Executive, U. S. Trust, Bank of America

Private Wealth Management; Chair, Disability Advocacy Network Board Member, NDI

Kate Griffin, Senior Program Manager, Savings & Financial Security, CFED

Carolyn Seward, President/CEO, FWCA/MET Center – St. Louis, Missouri

Christa Brown, Program Specialist, United Way of the Bay Area – San Francisco

Defining the spectrum of options to integrate financial services and asset development strategies

Welcome & Introductions

Michael R. Roush, MA

Manager, Financial Empowerment & Innovation

National Disability Institute

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A national research and development organization with the mission to promote

income preservation and asset development for persons with disabilities and to build a better

economic future for Americans with disabilities.

www.realeconomicimpact.org

http://www.realeconomicimpact.org/

Webinar Objectives • Define Integrated Service Delivery

• Learn how to integrate financial services and asset development strategies to assist individuals and families

• Identify the spectrum of options to integrate services

• Provide best practices from two organizations that that have effectively integrated financial services in to their programs

Welcome

Paula Kelley,

Client and Business Management Executive, U. S. Trust, Bank of America

Private Wealth Management;

Chair, Disability Advocacy Network

Board Member, NDI

Bank of America Partnership • Bank of America has been a long time supporter of


• Bank of America’s support has:

Assisted 1.5 million taxpayers with disabilities receive more than $1.5 billion in tax refunds

Advocated for building inclusive communities of practice in more than 100 tax/asset building coalitions across the country

Educated over 1,600 people in 2012 on economic empowerment strategies for persons with disabilities

Bank of America’s Disability Advocacy Networks

• Bank of America’s Disability Advocacy Network is a source of support and information for employees and their children, friends and colleagues with disabilities by sponsoring programs and events that encourage partnerships, celebrate and embrace differences, promote creativity and develop

opportunities for disability awareness and education. • DAN was established to foster a work environment that

accepts, values, respects and supports employees affected by disabilities.

Bank of America’s Disability Advocacy Networks Collaboration with NDI

• In 2013, NDI and Bank of America’s DAN members will join together to increase awareness on financial wellness for persons with disabilities through two opportunities.

Financial Education Training

Disability Awareness Training for VITA volunteers, tax and asset building coalitions, debt management partners, IDA and financial education providers.

Next Steps • If you are interested in being connected with DAN Volunteers

in your community – please send an email to Michael Roush at [email protected] with your preference of financial education and/or disability awareness training. In the subject line of the email – please use Disability Advocacy Network Volunteer Connection

mailto:[email protected]



Overview of Integrated Service Delivery

Kate Griffin

Senior Program Manager, Savings & Financial Security

CFED

www.cfed.org

An Introduction to

Integrated Service Delivery

Webinar prepared for the National Disability Institute

Kate Griffin June 12, 2013

facebook.com/CFEDNews

@CFEDNews

cfed.org/blog/inclusiveeconomy www.cfed.org

Why focus on building assets?

Assets matter economically, socially and psychologically

Income is necessary, but alone insufficient for financial stability and mobility

Assets create a financial buffer to weather emergencies

Assets promote long-term thinking and planning

Assets are linked to reduced marital dissolution and domestic violence

Assets enhance well-being and life chances of children

Assets increase likelihood of going to and succeeding in college


@CFEDNews


PROTECT gains made through insurance & avoiding predatory practices

SAVE for

emergencies &

future

INVEST in assets

to generate wealth,

income

EARN income &

public benefits

LEARN financial skills & build human capital

Household Financial Security Framework

Assets can increase income and earning capacity

What it takes to build financial security and opportunity over time


@CFEDNews


Strategies for Household Financial

Security

Learn •Financial education & counseling

•Credit counseling & debt management

•Asset-specific education & training

Earn •Free tax prep

•EITC/other tax credits

•Access to benefits

Save •Affordable, accessible financial services

•Savings incentives

•Removal of disincentives (e.g., asset limits)

Invest •Matched savings programs (IDAs, CSAs)

•Home purchase subsidies

•Small business capital

•Education subsidies

Protect •Insurance

•Consumer financial protection

•Foreclosure prevention


@CFEDNews


What “integration” could look like

A workforce development agency provides access to credit counseling services to boost client credit scores

A domestic violence program helps survivors get banked and gain financial independence

A Head Start site at a CAP agency offers financial education to children and parents, hosts a VITA site, and links parents to its IDA program

Local asset-building organizations join together to offer multiple services in a single location


@CFEDNews


Three

implementation

models


@CFEDNews


Refer

clients to other

organizations


@CFEDNews


Example: Seattle

King County

Asset-Building

Collaborative

Financial Education

Partners Network

Your Money Helpline

and desk reference


@CFEDNews


Partner

with other

organizations to

deliver services


@CFEDNews


Examples

Centers for Working Families

Financial Opportunity Centers

SparkPoint Centers


@CFEDNews


Build capacity to

deliver services

in-house


@CFEDNews


Examples

Building internal capacity for financial coaching;

bringing financial education classes in-house

(Solid Ground, El Buen Samaritano)

“Coach Judy” at Solid Ground,

Seattle, WA


@CFEDNews


Making integration successful

Find and cultivate champions

Align services with program goals

Tailor services

Leverage local resources

Build capacity


@CFEDNews


Which model is for you?

Is someone already doing this in your

community?

Yes Do their services

meet the needs of your clients?

Yes

Do you want clients to return to you

after they receive the service?

Yes Engage in formal

partnership

No Engage in referral

only

No Can you provide training to their

staff?

Yes

No

No

Does your organization have

capacity (time/staff) to do this in-house?

Yes Engage in

extensive planning and training, DIY

No Is there buy-in to fundraise to build

capacity?

Yes Fundraise and

build support, then DIY

No

Continue to look for partnership opps; document impact on program goals

Design training, revisit earlier

question

facebook.com/CFEDNews @CFEDNews cfed.org/blog/inclusiveeconomy

Kate Griffin

Senior Program Manager

CFED

[email protected]

Thank you!


Best Practice – MET Center

Carolyn Seward

President/CEO,

FWCA/MET Center

– St. Louis

MET CENTER/CENTER

FOR WORKING FAMILIES Metropolitan Education and Training Center

Presented to

National Disability Institute (NDI)

Integrated Service Delivery Webinar

June 12, 2013

Carolyn Seward

Executive Director-MET Center

MISSION The MET Center is a strategic partnership created to stimulate the

economic self-sufficiency of individuals living in low-income

communities of the St. Louis Region.

The Center seeks to accomplish this mission by delivering focused,

comprehensive, and accessible job training, placement, assessment,

career development services and transportations services.

We serve the underemployed, unemployed, and displaced workers,

leading to sustainable work and a competitive regional economy.

• Centrally Located Near the MetroLink

• Comprehensive Skill-Based Training

• Focused Individual Employment Planning

• Accessible Career Development and Placement Services

• Personal Financial Education/Transportation Services

ORGANIZATIONAL CHART

Industry Advisory

Group -RCGA -WIB

-Employer

Committee Group advisor for each skill

training program

St. Louis County Public

Works

MET Executive Director

-Responsible for

communication flow between programs and services

-Performance reports to Steering Committee

-Coordinate and report Issues and Problems concerning

programs to Board of Directors

-Information Management

coordination

Facility Management

Responsible for all facility management

St. Louis County

Coordination of Educational

Programs

Responsible for all skill-based

educational programs

St. Louis Community College

MET Board of Directors

-Responsible for conducting Labor Research

-Program Recommendations -Resource Development

Services -Recruitment -Orientation

-Assignment/Referral

-Eligibility -Enrollment

-Client Services

-Job Search -Placement

-Retention

-Mobility Center -Community Outreach

-Special Projects/Initiatives

-Adult Education

Literacy -Tax Prep

-Asset Building

Educational Programs

-Work Readiness (BFL)

-Skill-based Training -Business Services

BOAT, MIIS, BTT

(STLCC) -Construction

CPC

-Healthcare LPN (SSD)

-Transportation

Diesel (STLCC) -Science

BioScience &

Technology -Construction

HVAC

-Manufacturing MTA (MTA)

Information

Management

-Client Database -Client Case Files

-Performance Reports

-Enrollment -Graduates

-Initial Placements

3,6,9,12 months retention

-Employment Reports

-Special Project Data -Transportation Data

-Supportive Service

-Financial Literacy

Facility

-Staff

-Space -Telephones

-Security

-Maintenance -Utilities

-Grounds

COLLABORATIVE PARTNERS

St. Louis County Government

St. Louis County WIB

St. Louis County Economic Council (SLCEC)

St. Louis Regional Chamber &

Growth Association (RCGA)

Family and Workforce Centers of

America (FWCA) - CBO

St. Louis City WIB (SLATE)

St. Louis Community College

(STLCC)

Metropolitan Training Alliance (MTA)

Construction Prep Center (CPC)

East-West Gateway Council of

Governments

Special School District (SSD)

St. Louis Public Schools

Annie E. Casey Foundation (AECF)

Better Family Life, Inc. (CBO)

Saint Louis Community Credit Union

(STLCCU)

36

SUPPORTIVE SERVICES

• Financial Education &

Asset Building Services

• Home Buyers Education &

Investment Services

• Tax Services (Vita Site)

• Transportation Services

(MWA)

• Health and Wellness

Education (Clinical)

• Teen Pregnancy Prevention

Program (TPP)

• MET Mobility Center

• Dr. J’s Family Weight Loss

• Healthy Relationship

Education/Responsible

Fatherhood

• Individual and Group

Counseling Services

(Clinical)

MET CENTER/CWF

FLOW OF SERVICES

Customer Recruiting Orientation

Eligibility for financialAssistance, client services,

ITAs

Program Enrollment(Bundling of Services begins

here)

Adult Education Literacy

Transportation, Job Search,Mobility, Counseling Services

Bundling & Sequencing

Work Readiness TrainingFinancial Literacy and Asset Building -

4 WeeksBundling & Sequencing of Service

Skill Based Training ProgramsBusiness Services B.O.A.T. (STLCC) MIIS (STLCC) BTT (STLCC)Transportation Diesel (STLCC)Career Pathways to Employers (FWCA)Construction CPCManufacturing HVAC (MTA) Energy Auditor (MTA)Healthcare LPN (SSD)BioScience & Technology (FWCA)Distance Learning (FWCA)

Financial Services / Asset Building

Employment Services

Graduates from all programs can immediately obtain

employment

Missouri One Stop Career Center (NGCC) – Placement

Services

Supportive services(Based on Funding)

MET Mobility CenterCounselingJob SearchTax Prep

Financial LiteracyHousing Counseling

Legal ServicesTeen Pregnancy Prevention

CWFPATHWAY

Employer SpecificOrientation

for Job Seeker

Services Educational Programs Placement & Retention

MET CENTER/

CWF PROCESS FLOW

Assessments (Individual Plans)

1. IEP: Case Manager

2. ITP: Case Manager

3. IFP: Financial Literacy Coach

Individuals Receiving Services (Enrollments) Each enrollment requires CWF Snapshot Form

Performance Measures (Placement/Retention/Advancements)

Employment Career and Education Service

6,819

Job Readiness Training

Skilled Training

ABE/GED/ESL

Career Counseling

Financial Services & Asset Building

5,356

Attending Financial Literacy

Classes

Participating in On-On-One

Financial counseling

Applying for a Credit Score

Work Support Service

15,907

Applying for DWD/FSD/SS benefits

Screening for Benefits

Participating in income / tax prep services

Missouri Career Center Services

Bundling of Services

90% of All Customers Received Bundled Services

Employment & Career Advancement

Became employed

Achieved 3, 6, 12 month retentions

Achieved Career/Life Advancements

Completed ABE/GED/ESL

Completed Job Readiness

Completed Skilled Training

Financial Stability and Asset Building

Obtain credit report

Correct errors on credit report

Improve credit score

Savings Account

Retirement Account

Drivers License

Car

Saving for down payment on home

Purchased home

Work Support

Receiving Public Benefits

Received Transportation Services

Received Tax Refund

Received EITC

Intake/Recruitment

Assessment/Orientation

17,519

Pre-Assessment Services

1. TABE

2. Work Keys

CWF—MET Center St. Louis

Funnel Process

7-1-06 – 4-30-13

EFFECTIVENESS OF BUNDLING

AND SEQUENCING SERVICES

Bundling Leads to Long-Term Engagement

Increase in participant contact frequency

Multiple partners collaboration and resource integration

Sequencing Leads to Effectiveness of Services

Recruitment, orientation, assessment, incomes support

(training, employment, retention, continuing financial

education and asset building)

Specific sequencing is designed to optimize customers’

utilization of services

Increase in Customer Retention

Increase in Participants’ Wages

ACCOMPLISHMENTS • Since 2006, 17,519 unduplicated residents have requested Employment and Training

services from The MET Center. As of April 30, 2013, the following outcomes have been

achieved through our CWF initiative :

– 17,519 Assessments completed

– 2,985 Skill Training

– 4,596 Job Search

– 5,356 Receiving financial literacy services

– 4,596 Placed in employment

– $9.00 per hour average wage

• 2012 Estimated Economic Impact: $31.9M

(1950 placed into employment at $9/hr. by 35 hrs./wk by 52 wks/yr= $31.9M)

• Partnered With Saint Louis Community Credit Union to implement Behavioral Economics

and offer financial products to participants

• Increase in Participants Wages (Post training wages are higher)

• Strategic partnership reduced total cost (by minimizing duplication of services)

• Publication: “A Bottom-up Definition of Self-sufficiency” (Hong, Sheriff, 2009)

CHALLENGES

Managing Data Integration from multiple

data sources (double data entry)

Expanding financial education services to all

MET Programs (most programs do not pay

for financial literacy)

Building out 5th floor (scheduled completion

Fall 2013)

Researching resources to enhance banking

products & services offered

Best Practice – SparkPoint Centers

Christa Brown

Program Specialist

United Way of the Bay Area

– San Francisco

Improving Household Financial Stability A SparkPoint perspective

June 12, 2013

Our Bay Area Community

1 in 5 Bay Area families

cannot make ends meet

2 in 5 Latino & African-American families

cannot make ends meet

3 jobs required for many Bay Area families

to reach self-sufficiency

86% of struggling families

have at least one worker

2x Poverty rates among people with

disabilities in the Bay Area is more than

double that of those without disabilities

45

Cascade Effect

EVICTED

credit

score

drops

pay a few

bills late

Barriers to Financial Stability

Poverty is complex, requires comprehensive solution

People have multiple challenges

• Services often address one issue

• People have multiple, overlapping need

Finding and accessing all the services you need can be a full time job

What is SparkPoint?

48

SparkPoint Centers are one-stop locations that integrate a variety of

financial services together to help create pathways out of poverty

for low- and moderate-income families.

It’s an intuitive solution

Disconnected Services Present major barriers to success

SparkPoint Centers Simplifies process for families

Building blocks to success

higher paying job create a monthly budget checking with bill-pay

income > expenses no late fees no check cashing fees

start savings account debt payment plan rebuild credit

emergency fund lower debt ratio credit score increases

save for retirement buy a house

How do people reach financial stability?

Client Centered, coaching approach

Access multiple services from different providers

Work with staff for 2-3 years

How Does SparkPoint Work

for People with Disabilities

Customer Centered

• Strengths-based coaching approach

• Integrated case management

• One-stop location

Range of relevant services

• Benefits Enrollment and Advocacy

• Legal Services

• Credit and Debt Negotiation

• Employment/Microenterprise

What does financial stability mean?

53

All Centers share a

primary goal of helping

individuals achieve a

goal of financial

stability, as defined by:

Clients who achieved major economic outcomes

Percent

10

65

* *

*

* *

*

Central New Mexico

Community College

Bon Secours,

Baltimore

* *

+282%

Research from the field shows great

promise for the model

What do we know so far?

Bundling matters.

• 73% of measurable clients who made progress were bundlers

• Bundlers made up 60-80% of the clients who increased their vocational skills,

obtained post-secondary education, obtained or maintained employment, obtained or

maintained public benefits, and improved their budgeting skills

Long-Term Outcomes

Outcome Single Service 2+ Services

Self-sufficient income 25% 75%

Credit score 650+ 34% 66%

40% or better DTI 34% 66%

3 months of savings 25% 75%

65% of measurable clients are making progress

We’ve Opened 10 Centers in the Bay

Area Since 2009

SparkPoint Oakland

SparkPoint American Canyon

SparkPoint Marin – San Rafael

SparkPoint Skyline College- San Bruno

SparkPoint East Contra Costa – Bay Point

SparkPoint West Contra Costa

SparkPoint Solano - Fairfield

SparkPoint Solano – Vallejo

SparkPoint Plaza Adelante – San Francisco

SparkPoint Fremont*

SparkPoint Fresno*

SparkPoint Orange County*

SparkPoint Denver

SparkPoint Ashland Cherryland*

Open

In Process

Call 2-1-1 to learn about the SparkPoint Centers near you

Q&A

Michael R. Roush, MA


Resources

Visit NDIs website:

www.realeconomicimpact.org

To sign-up for the NDI’s Real Economic Impact Network Listserv

send an email to:

[email protected]






SPECIAL THANK YOU

IF YOU HAVE ANY ADDITIONAL QUESTIONS AFTER THE WEBINAR

PLEASE CONTACT:

Michael R. Roush, MA [email protected]

727-278-1352




Next Webinar

We will not have a webinar in July. Our next webinar will be August 14, 2013.

Documents

INTEGRATED SERVICE DELIVERY - · PDF fileor you may also email [email protected]. 7 . National Disability Institute A national research and development organization with the mission