2013 annual gathering: workshop#5d: breaking the walls - rethinking the architecture of service...
TRANSCRIPT
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7/27/2019 2013 Annual Gathering: Workshop#5D: Breaking the Walls - Rethinking the Architecture of Service Delivery
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Rethinking the Architecture of Service
Delivery
Emily Harpster Senior Director, Economic Success, United Way of the Bay Area
Ena Yasuh ara Li Director, SparkPoint Regional Network
Sherry Tennyso n Director, SparkPoint American Canyon
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Agenda Review
What well cover:
What is SparkPoint?
What is service integration?
Why did we do it?
Why does it matter? What have we learned and how can you
do it?
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What is SparkPoint?
A SparkPoint Center integrates services provided by multiple organizationsthat help low-income families achieve financial stability.
Our goal is to move thousands of people to financial stability.
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What does financial stability mean?
Shared outcomes support service integration. Partners decide which services
will lead to these outcomes for their clients.
All Centers share a
primary goal of
helping individuals
achieve a goal of
financial stability, as
defined by
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Where does SparkPoint operate?
SparkPoint Oakland
SparkPoint American Canyon
SparkPoint Marin San Rafael
SparkPoint Skyline College San Bruno
SparkPoint East Contra Costa Bay PointSparkPoint West Contra Costa
SparkPoint Solano - Fairfield
SparkPoint Solano Vallejo
SparkPoint Plaza Adelante San Francisco
SparkPoint Fremont*
SparkPoint Fresno*
SparkPoint Orange County*
SparkPoint at HopeLink FRC*
SparkPoint Denver*SparkPoint Ashland Cherryland*
Open
In Process
* Replication Centers not funded by UWBACenter outside of the Bay Area
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A few of the details
Who provides the services?
77 partner organizations 135 staff members (part time and full time)
Who is served?
Anyone with income below the Self-Sufficiency Standard Diverse client base (reflecting the communities where our Centers
operate) Typical client is female, making $30,000 or less annually
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Why did we develop SparkPoint?
Sharedoutcomesincrease
integration
Serviceintegrationincreases
bundling Bundlingincreases
clientoutcomes
Were testing a model
with a goal of moving as many individuals to
financial stability as possible.
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What is service integration?
Partners share a common mission and vision, eligibility criteria, location, operational systems
(including intake), brand, and budget.
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Elements of Service Integration
Shared mission and vision
Streamlined intake process
Cross-trained staff Intentional sequencing of services
Shared database
Cross-partner operational plan Co-location
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The vision
Service integration produces aseamless client experience though
a client receives multiple services frommultiple service providers, he or shemay not be aware of the number of
organizations working to supporthim/her.
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1. Service Integration Goes BeyondReferrals.
Agencies refer clients to one another but do not
share resources
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Service Integration Goes BeyondReferrals.For example, a primary care doctor refer a patient to a
specialist. The patient must call the specialist to make
an appointment, and have their records transferred.
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2. Beyond Co-Location
Agencies housed in one location provide multiple
services, but services are not coordinated
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Beyond Co-Location
For example, multiple retailers rent separate space in a
mall.
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3. Beyond Shared Resources
Agencies located in one location share resources,
but services are not integrated
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Beyond Shared Resources
For example, startups often share work spaces
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Service Integration Leads toCoordinated, Streamlined Services
SparkPoint
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Why did we do it?
UWBA
Community need
We can do better
Mission alignment
Shared vision
Client results
Desire to better leverage resources
Results-oriented framework forcollaboration
Partners
Community need
We can do better
Mission alignment
Shared vision
Client results
Desire to better leverage resources
Results-oriented framework forcollaboration
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The Case for Integrated Services
For clients:
Better relationships withservices
Reduced levels of stress
Better and quicker access
to services Improved quality of life
Positive outcomes forpatients and their families
For staff:
Reduced levels of stress More empowered staff
better able to leverageresources
Enhanced satisfaction and
motivation Higher levels of innovation
in care
Childrens services programs that have incorporated multi-agency integrated services have indicated that
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The SparkPoint American Canyon Experience
What it has meant for:
The organizationResources, funding opportunities, innovativepartnerships (with private, public andgovernment entities)
Its partnersPhysical space in our office opportunity toexpand their services to new communities
Its clientsCoordinated services, warm handshake
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Why does it matter?
Emma
Came in for free tax help
Received a $3,000 refund, met with afinancial coach and put some into savings
Long term goal of purchasing a home
Met with a credit counselor (who helped herboost her credit score by 68 points)
Met with a SparkPoint job coach who workedwith her on her resume, interview skills, and
job leads, and helped her to secure a new joband better pay
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Why does it matter? (more broadly speaking)
People are getting there.
We have served over 11,000 people (including 5,000 clients).
71.22% of clients had made progress toward financial stability as of6/30/13.
475 people have achieved at least one component of financial stability.
Bundlers are doing better.
It has changed the way that organizations work together.
It has leveraged resources, changed the focus, and increasedtransparency and accountability.
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Looking Ahead
Growing field of practice
Discussions on systems and policy change tosupport the model are in progress
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Activity + Discussion
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THANK YOUDISCUSSION