1. Bundled Services: Client Flow and Business Process
Program Quality and Innovation
Jon Vosper
November 14, 2017
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2. 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
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3. 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

4. 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
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5. Starting and Scaling in San Diego
2009
2013
Today
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6. Bundled Services - Staffing
Public Benefits Access = Case worker Workforce Development = Employment Specialist Financial Capability = Financial Coach Clients receive services from all three simultaneously.
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7. Client Flow
Seamless to the client. One comprehensive program – not three. Services are relevant and timely.
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8. Integrating Financial Education and Coaching

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10. 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?
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11. .
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13. 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?
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14. 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?
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15. 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
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17. ?
Questions