1. Changing the World: Inspiring Hope, Health & Recovery Transforming systems at every level to be about the needs, hopes and dreams of the people and families with complex needs who come to our door Christie Cline, MD, MBA ccline@ziapartners.com, www.ziapartners.comccline@ziapartners.comwww.ziapartners.com Kenneth Minkoff, MD kminkov@aol.comkminkov@aol.com ©2011 by ZiaPartners, Inc. All rights reserved.

2. Change Agentry 101 Change Agents are passionate people who care deeply about providing inspiring services for people with all kinds of complex problems. Change Agent Teams come together to share a vision, mission, and purpose about transforming all aspects of service in their system to be more about the needs and hopes of the people who need help.

3. Change Agentry 101 Change Agents represent the front-line experience of service in the entire system. – Consumers and families in service – Front-line clinical service providers – Front-line support staff – Front-line administrative (e.g., QI) staff

4. Change Agentry 101 Change Agents represent the whole system. EVERY PROGRAM AND CONSTITUENCY HAS A CHANGE AGENT. THE CHANGE AGENTS BECOME AN EMPOWERED TEAM WITH A COLLECTIVE VOICE.

5. Change Agentry 101 Change agents advocate for a new vision of care within their own program or constituency. Change agents in each program work in partnership with program leadership and staff to help the program make progress toward a vision of hopeful and integrated care (complexity capability).

6. Change Agentry 101 Change Agents work as a team in the system. Partner across boundaries and silos Become a supportive learning community Help each other in their programs

7. Change Agentry 101 AS A TEAM, THE CHANGE AGENTS BECOME EMPOWERED INDIVIDUALLY AND COLLECTIVELY TO WORK IN PARTNERSHIP WITH SYSTEM LEADERSHIP TO OVERTHROW THE ESTABLISHED ORDER OF THE SYSTEM. Represented as a formal constituency on the Steering Committee and all types of workgroups responsible for creating change.

8. Comprehensive, Continuous Integrated System of Care CCISC All programs in the system become welcoming, hopeful, strength-based (recovery- or resiliency-oriented), trauma-informed, and complexity-capable. All persons delivering care become welcoming, hopeful, strength-based, trauma-informed, and complexity-capable. 12-Step Program of Recovery for Systems