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National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston Coordinated Service Delivery in the One-Stop: Customized Support Teams Elena Varney, MS, CRC National Center on Workforce and Disability/Adult www.onestops.info Maria Perez, VOLAR CIL

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Page 1: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 2: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 3: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 4: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

National Center on Workforce and Disability/Adult www.onestops.info

Institute for Community Inclusion, UMass Boston www.communityinclusion.org

Lomaland Customer FlowLomaland Customer Flow

Page 5: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 6: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 7: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 8: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 9: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 10: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 11: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 12: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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...

Page 13: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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)

Page 14: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 15: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 16: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 17: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 18: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 19: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 20: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 21: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 22: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 23: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 24: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 25: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 26: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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.

Page 27: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 28: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 29: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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

Page 30: National Center on Workforce and Disability/Adult  Institute for Community Inclusion, UMass Boston  Coordinated

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)