Bundled Services: Client Flow and Business Process Program Quality and Innovation Jon Vosper November 14, 2017 From Harm to Home

Objectives Today Review of what and why Bundled Services Understand the evolution of Bundled Services within IRC Understand the issues of implementing Bundled Services within your office Understand how to map the client flow and business process From Harm to Home

Financial Opportunity Centers (FOC) & Bundled Services Workforce Development Public Benefits Screening and Enrollment Financial Capability and Counseling/Coaching Use common data system to track everything Track long-term change in Net Income, Net Worth, Credit Score Offered in community locations where clients feel comfortable

Bundled Service Evidence Five times more likely to achieve a major economic outcome - Annie E. Casey Foundation Over 70 LISC sites administering this model Over 100 Annie E. Casey Sites 12 IRC sites doing bundled services 4* IRC FOC Sites From Harm to Home

Starting and Scaling in San Diego 2009 2013 Today From Harm to Home

Bundled Services - Staffing Public Benefits Access = Case worker Workforce Development = Employment Specialist Financial Capability = Financial Coach Clients receive services from all three simultaneously. From Harm to Home

Client Flow Seamless to the client. One comprehensive program – not three. Services are relevant and timely. From Harm to Home

Integrating Financial Education and Coaching

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Changing Your Process Why did you move to bundled services? What did you see as key benefits to your clients? Did you think it would be a better model for your staff? Why/why not? Thinking of your prior structure, what changed when you bundled? Was it your staffing structure, data tracking, client flow, other? What has been the greatest challenge to bundling your services so far? What have been the greatest benefits to the new structure so far? What would you have done differently? From Harm to Home

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Bundled Services in Practice How do clients flow through your bundled service programs? How do they get enrolled – who do they see – when do they see them – In terms of the staff who see the clients, how is the client enrollment/need communicated? What’s the flow between teams? Who is recording their outcomes and other data? What formal processes do you have to communicate with other staff members? How do the informal meeting points work? How do you report on a bundled service program? By funder? By grant? ETO? How is it pulled together? What are the opportunities and challenges you see for clients in this framework? What are the opportunities and challenges you see for the staff who are engaged in bundled services? From Harm to Home

Homework How do clients flow through your bundled service programs? How do they get enrolled – who do they see – when do they see them – In terms of the staff who see the clients, how is the client enrollment/need communicated? What’s the flow between teams? Who is recording their outcomes and other data? What formal processes do you have to communicate with other staff members? How do the informal meeting points work? How do you report on a bundled service program? By funder? By grant? ETO? How is it pulled together? What are the opportunities and challenges you see for clients in this framework? What are the opportunities and challenges you see for the staff who are engaged in bundled services? From Harm to Home

Resources Building Financial Capability: A Planning Guide for Integrated Services LISC website on Integrated Services Center for Working Families How-To Guide RescueNet Technical Advisors From Harm to Home

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