Community Resource Centers

Overview and Update

Presented to the Mecklenburg

Board of County Commissioners

January 26, 2018

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BMC2U facilities master plan is to

provide customer centric service

locations directly targeting the needs of

individual communities and populations

CRCs are bringing together community

focused services, including a centralized

and integrated HHS program

Bringing Mecklenburg County to You

What are Community Resource Centers (CRCs) ?

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OUR PROMISE

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GUIDING PRINCIPLES

Social Determinants

Healthy Thriving

Communities

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Biggest Ecosystem Enablers

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Service Delivery Model

CRC #2

Northwest

* CRC #3

Northeast

CRC #4

East

CRC #5

Southwest

CRC #6

West

CRC #1

VCW

* Designated site for next CRC

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Prototype

CSE DSS

HLTCSS

Community Resource Centers

CSE

ChildSupport

Enforcement

CSS

Veterans Services

DSS

EmergencyCommunity Services

Food & Nutrition Services

Medicaid

Work First

PH

Women, Infants & Children’s (WIC)

Services

Care Coordination for Children (CC4C)

Pregnancy Care Management

Immunization Services

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Services in the Prototype CRC at VCW

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CRC

Program Development

CRC Program DevelopmentCommunity Engagement• Conducted Roadshows with:

– Neighborhood Leaders

– Faith Community

– Non-profit Organizations

– Civic Groups & Business Leaders

Policies & Governance• Documented policy, reviewed with

Legal team & HHS Leadership

• Developed Governance Charter to

drive roles, responsibilities and

relationships of HHS Leadership

Staffing for CRC Prototype• Identified positions needed for

relocation, created & filled new

leadership positions, developed

training plans for staff

Facility Design & Construction• Continue to work with AFM on design

and components for the CRC

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CRC Program DevelopmentWorkflow/Process Design• Workflow processes developed

• Created a Service Evaluation Tool to

assist Residents in locating County

Programs

Business/System Architecture• Developed CRC Technology vision

• Assisting ITS with solution design

Multiple Service Channels• Created plans for easy access to

service created to streamline web

presence for HHS services

Change Management• Working with Learning &

Development to provide Change

Management training and assistance

to staff

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CRC Program DevelopmentExternal Benchmarking• Working with PI to communicate plans

with our external stakeholders and

community members

Mailroom• Developed CRC Technology vision

• Assisting ITS with solution design

External Benchmarking

• Worked with SP&E to identify

external County’s with similar CRC

projects for benchmarking

• Identified Best Practice strategies,

methodologies & opportunities to

leverage technology

Development of Additional CRC’s

• The next Community Resource Center

will be located at N. Tryon

Street/Eastway Drive in Northeast

Charlotte

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Health & Human Services

Anthony Trotman

Asst. County Manager

Dena Diorio

Mecklenburg

County Manager

Stacy Lowry

Director

Governance

Model

Public

Health

Gibbie Harris

Director

Community

Resources

Rodney Adams

Director

Child Support

Enforcement

Joan Kennedy

Director

Social

Services

Peggy Eagan

Director

Behavioral

Health

Dennis Knasel

Div. Director

Community

Resources

Yulonda D. Griffin

Asst. Director

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Community

Support Services

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Service Evaluation Tool

Accessible online via computer or mobile device

May access tool offsite

(home, library, via community partner, etc.)

May access tool onsite of any point during visit

(with no navigator, computer lab, etc.)

Service Evaluation Tool Overview• The service evaluation tool (SET) • The service evaluation tool is:

• Allows customers to answer a set of

concise and comprehensive questions,

which results in a personalized

overview of information and

descriptions of Health & Human

Services (H&HS) they may be

potentially eligible for

• Optional

• Anonymous

• Flexible to changing service policies

• May be completed at multiple points

in the process

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Service Evaluation Tool Overview

https://www.youtube.com/watch?v=YFuVYvZyetU&feature=youtu.be

https://www.youtube.com/watch?v=_49WUXzZEmg&feature=youtu.be

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CRC Customer Experience

Customer Experience

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Facility and Workflow Goals

No Lines

Personal Greeting

Open and Friendly Environment

Electronic Check-In

Expedited Process for Simple Transactions

Cross Service Coordination

Access to Partner Agencies

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CRC Prototype Design

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Technology

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Technology

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Technology

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Rendering - CRC Entrance

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Rendering - Healthy Vending Cafe

with Health Neighborhood in back

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Interview Neighborhood

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Rendering - Ashley Wing Entry

Plaza

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Questions

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