national center on workforce and disability/adult institute for community inclusion, umass boston ...
TRANSCRIPT
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Coordinated Service Delivery in the One-Stop: Customized Support Teams
Coordinated Service Delivery in the One-Stop: Customized Support Teams
Elena Varney, MS, CRCNational Center on Workforce and
Disability/Adultwww.onestops.info
Maria Perez, VOLAR CIL
National Center on Workforce and Disability/Adult
Technical Assistance to 26 projects nationally
-20 Customized Employment Projects
-6 Workforce Action Grants
Information on Demand: 1-888-886-9898
www.onestops.info
National Center on Workforce and Disability/Adult
Technical Assistance to 26 projects nationally
-20 Customized Employment Projects
-6 Workforce Action Grants
Information on Demand: 1-888-886-9898
www.onestops.info
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Diverse Populations Complex LivesDiverse Populations Complex Lives- Displaced homemakers - Low literacy- Ex-offenders - Poverty- Welfare recipients - Language barriers- Youth/Older workers - Cultural differences- People with disabilities - Lack of skills/work hx- Veterans - Child care needs
- Homelessness
- Displaced homemakers - Low literacy- Ex-offenders - Poverty- Welfare recipients - Language barriers- Youth/Older workers - Cultural differences- People with disabilities - Lack of skills/work hx- Veterans - Child care needs
- Homelessness
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Lomaland Customer FlowLomaland Customer Flow
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Usability of System by CustomersUsability of System by Customers
Confusing to navigate (physically and/or programmatically)
Too many handoffs More assistance needed to access Time and staffing investment Dropouts at each level
Confusing to navigate (physically and/or programmatically)
Too many handoffs More assistance needed to access Time and staffing investment Dropouts at each level
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Customized Employment: Breaking Down Barriers
Customized Employment: Breaking Down Barriers
One size does not fit all
Flexibility of staff roles allows for modifications in the ways in which services are provided, based on the individual’s needs
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Traditional Case Management RolesTraditional Case Management Roles
Assessing Planning
Coordinating Referring
Conducting Follow up Documenting
Assessing Planning
Coordinating Referring
Conducting Follow up Documenting
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Challenges within the Case Management Model
Challenges within the Case Management Model
Gate-keeping Decision-making
Control Service Fragmentation Strain on resources Holding patterns
Dropouts
Gate-keeping Decision-making
Control Service Fragmentation Strain on resources Holding patterns
Dropouts
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Service Coordination: The New Direction
Service Coordination: The New Direction
Characteristics of Service Coordination
Person-centeredCollaborative, interdisciplinary teamsTeam approach to service delivery
Characteristics of Service Coordination
Person-centeredCollaborative, interdisciplinary teamsTeam approach to service delivery
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Current ApplicationsCurrent Applications
Service Coordination is a valued approach across many disciplines:
Independent Living Child and Family Services Department of MR/DD Special Education
Student support teams across MA
Service Coordination is a valued approach across many disciplines:
Independent Living Child and Family Services Department of MR/DD Special Education
Student support teams across MA
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
WIA & Service CoordinationWIA & Service Coordination
Customized Support Teams to provide customized employment for positive outcomes through Lomaland
Customized Support Teams to provide customized employment for positive outcomes through Lomaland
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
TACE: Enhancing the capacity of Lomaland to serve people with
disabilities
TACE: Enhancing the capacity of Lomaland to serve people with
disabilities Goal #1
Integrate CE services with existing services, the URGWDB and partners will … link training, job development with CE for pwd through the Upper Rio Grande @ Work Career Center...
Goal #1
Integrate CE services with existing services, the URGWDB and partners will … link training, job development with CE for pwd through the Upper Rio Grande @ Work Career Center...
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Establishing Customized Support Teams in Lomaland
Establishing Customized Support Teams in Lomaland
Customer driven Core members: Job Training; Employer
Services; DARS; TACE Expanded members: BPAO; FBCO;
MR/DD, schools, TANF, Medicaid, etc. Customized employment facilitator (later
rotated)
Customer driven Core members: Job Training; Employer
Services; DARS; TACE Expanded members: BPAO; FBCO;
MR/DD, schools, TANF, Medicaid, etc. Customized employment facilitator (later
rotated)
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Customized Support Team ModelCustomized Support Team Model
customer
TACE
TANF
benefitsplanner VET
rep
WIAstaff
DARS
school
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Customized Employment: A generic processCustomized Employment: A generic process
Recruitment, identification, information and acceptance of participants
Identification of the participant’s strengths, needs and interests: Discovery, Assessments, Classes, etc.
Accounting for discovery: report, profile, portfolio, etc.
Customized employment planning
Adapted from Employment for All
Recruitment, identification, information and acceptance of participants
Identification of the participant’s strengths, needs and interests: Discovery, Assessments, Classes, etc.
Accounting for discovery: report, profile, portfolio, etc.
Customized employment planning
Adapted from Employment for All
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Customized Employment: A generic processCustomized Employment: A generic process
Advice for participants Resource identification Personal budget development and negotiation Preparation for job development
representation: portfolios, resumes, recommendations, etc.
Advice for participants Resource identification Personal budget development and negotiation Preparation for job development
representation: portfolios, resumes, recommendations, etc.
Adapted from Employment for All
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Customized Employment: A generic processCustomized Employment: A generic process
Job development representation for negotiation of customized relationships
Job site analysis and supports Collection of data: Outcome, participant
and employer satisfaction, process Re-employment supports
Job development representation for negotiation of customized relationships
Job site analysis and supports Collection of data: Outcome, participant
and employer satisfaction, process Re-employment supports
Adapted from Employment for All
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Support Teams in ActionSupport Teams in Action
RecruitmentThe one-stop PR person calls on special ed classes in local schools with info and brochures on CE.
DARS counselors encourage clients to apply for CE services within the One-Stop.
RecruitmentThe one-stop PR person calls on special ed classes in local schools with info and brochures on CE.
DARS counselors encourage clients to apply for CE services within the One-Stop.
Adapted from Employment for All
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Support Teams in ActionSupport Teams in Action
Discovery:Job service interviewers make calls to teachers, counselors and former employers of a participant.
The disability program navigator coordinates the discovery activities of the CST.
Discovery:Job service interviewers make calls to teachers, counselors and former employers of a participant.
The disability program navigator coordinates the discovery activities of the CST.
Adapted from Employment for All
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Support Teams in ActionSupport Teams in Action
Accounting for Information:A job service staff with an interest in photography offers to take photos of a participant volunteering at a local nursing home for her portfolio development.
Local workforce board office assistants type short vignettes of participants.
Accounting for Information:A job service staff with an interest in photography offers to take photos of a participant volunteering at a local nursing home for her portfolio development.
Local workforce board office assistants type short vignettes of participants.
Adapted from Employment for All
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Support Teams in ActionSupport Teams in ActionPlanning
A job training staff person with skills in meeting facilitation facilitates a customized plan with assistance from a DARS counselor.
Resource room staff with computer graphics skills capture plan outcomes in an attractive, creative format.
PlanningA job training staff person with skills in meeting facilitation facilitates a customized plan with assistance from a DARS counselor.
Resource room staff with computer graphics skills capture plan outcomes in an attractive, creative format.
Adapted from Employment for All
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Support Teams in ActionSupport Teams in Action
Advice:The senior volunteers who run the resource room help desk offer advice on interest options for participants.
An ILC representative offers advice on the potential effectiveness of various computer input devices for participants.
Advice:The senior volunteers who run the resource room help desk offer advice on interest options for participants.
An ILC representative offers advice on the potential effectiveness of various computer input devices for participants.
Adapted from Employment for All
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Support Teams in ActionSupport Teams in ActionJob Development
A job service job developer partners with a local contract provider to make initial job calls to local employers.
A DARS counselor accompanies a participant who wishes to negotiate their own customized outcomes.
Job DevelopmentA job service job developer partners with a local contract provider to make initial job calls to local employers.
A DARS counselor accompanies a participant who wishes to negotiate their own customized outcomes.
Adapted from Employment for All
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Simplified Steps to Customized Support Teams
Simplified Steps to Customized Support Teams
1. participant resource identification
2. expanding teams according to individual resources/needs & team expertise
3. identifying service delivery needs
4. determining team roles
5. coordination/facilitation
6. ongoing TA/problem solving
1. participant resource identification
2. expanding teams according to individual resources/needs & team expertise
3. identifying service delivery needs
4. determining team roles
5. coordination/facilitation
6. ongoing TA/problem solving
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
CST in AlaskaCST in Alaska Team members are
trained and coached on providing customized employment services, expanding the array of providers of discovery, profile development, and customized job development
Team members are trained and coached on providing customized employment services, expanding the array of providers of discovery, profile development, and customized job development
Jacob
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
CST in TennesseeCST in Tennessee Blending of funding and
resources supports the potential of job seekers with disabilities and provides the generic and disability workforce systems with the funding and resources to develop, support, and sustain services for people with significant disabilities.
Blending of funding and resources supports the potential of job seekers with disabilities and provides the generic and disability workforce systems with the funding and resources to develop, support, and sustain services for people with significant disabilities.
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
CST in MarylandCST in Maryland
Exploration:
CEP, school, CRP
Job development:
WIA Career Specialist
Follow up support:
CRP, MR/DD
Exploration:
CEP, school, CRP
Job development:
WIA Career Specialist
Follow up support:
CRP, MR/DD
Joey
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Outcome characteristicsOutcome characteristics
Each position over 20 hours – counts towards WIA performance measures
Employees working over 90 days – counts as a case closure for DARS
Disability employment service providers received assistance with job development efforts, provide long-term follow-up services, and placement counts toward continued funding
Each position over 20 hours – counts towards WIA performance measures
Employees working over 90 days – counts as a case closure for DARS
Disability employment service providers received assistance with job development efforts, provide long-term follow-up services, and placement counts toward continued funding
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Customized Support Teams in El Paso
Customized Support Teams in El Paso
National Center on Workforce and Disability/Adult www.onestops.info
Institute for Community Inclusion, UMass Boston www.communityinclusion.org
Coming together is a beginning.Keeping together is progress.Working together is success. Henry Ford
Coming together is a beginning.Keeping together is progress.Working together is success. Henry Ford
People who work together will win, whether it be against complex football defenses, or the problems of modern society."
Vince Lombardi football coach for the NFL (1913-1970)