2013 Annual Gathering: Workshop#5D: Breaking the Walls - Rethinking the Architecture of Service Delivery

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

Documents

2013 Annual Gathering: Workshop#5D: Breaking the Walls - Rethinking the Architecture of Service Delivery