Service Mapping Creating a Collaborative Effort Gwen Schmidt-Hannes October, 2015

“Alone we can do so little; together we can do so much” ― Helen KellerHelen Keller “Training often gives people solutions to problems already solved. Collaboration addresses challenges no one has overcome before.” ― Marcia ConnerMarcia Conner

Why Did we Need a Plan? FoodShare Employment and Training Old structure State contracts with counties New bid / RFP Regionalized Changes needed New work rules

Why Did we Need a Plan? Writing the Proposal New contract Larger area New rules Performance standards Need for partnerships Lack of awareness of other programs Lack of awareness of outcomes Race to Equity report Institutional poverty; multi-generational issues

Why Collaborate? Success of Customers = Success for Programs It’s the right thing to do Money Efficiency

How and Who Identify Goals Choose method: Plan Event Identify Players Build Investment “Offer Food So They Will Come” Service Mapping

Goals Organization Who do we serve Where do we offer services How Long do we serve people What services are offered

Goals Dynamic List of Services Sort by: Service type Demographics Geography Create connections and a referral flow Identify gaps in services or populations served Identify supporting services

Service Mapping What is it Physical map Customer perspective or organizational perspective Include funders, managers, and line staff Interactive approach Builds on collective knowledge Creates buy-in Starts relationships Can be done in one meeting or several

Who to Invite Stakeholders Funders Managers Participants Government department heads Citizen advocates

How to Get Them to Come What is their motivation? Clear objectives Why we need you Follow up Personal invitation- Relationship building Food doesn’t hurt

Structure of Event Part 1: Map Introduction Who is present Icebreaker What is purpose and expected outcome Make a Map Define parameters Small group activity to create list Large group activity to compile and fill in gaps

Structure of Event Part 2: Categorize List services by category Define categories Color code Sort by primary function/service Guided group discussion What are your observations of the process? What are your observations of the map? Where is there overlap? Where are there gaps?

Structure of Event Part 3: Problem Solving Systemic Issues Define and Identify Funding Issues Define and Identify What next? Continue the conversation. Action

Map 1 Where do our customers live?

Map 2 Where are the agencies?

Map 3 Are we in the right place?

MAP 4 Close-up of Madison

The Results Quarterly Employment and Training Coalition Quarterly Speaker Series Monthly Steering Committee Joint projects

Challenges TIME Funders vs. Providers Size Politics

Strategies Make commitment worthwhile Acknowledge vulnerabilities Push systemic change Foster relationships Hold each other accountable

Questions