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ServingTogether
6 Month In-Practice Review
December 12, 2018
Henry M. Jackson Foundation Bethesda, MD
WELCOME & INTRODUCTIONS
Thiel Family Fund
ServingTogether 6 Month In-Practice Review December 12, 2018 Henry - - PowerPoint PPT Presentation
ServingTogether 6 Month In-Practice Review December 12, 2018 Henry - - PowerPoint PPT Presentation
ServingTogether 6 Month In-Practice Review December 12, 2018 Henry M. Jackson Foundation Bethesda, MD Thiel Family Fund WELCOME & INTRODUCTIONS AGENDA Ann Mazur | Chief Executive Officer, EveryMind Welcome & Introductions Vincent
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AGENDA
Welcome & Introductions
Ann Mazur | Chief Executive Officer, EveryMind Vincent DelSignore | Program Manager, IVMF Ilario Pantano | Managing Director, IVMF
Network Update Coordination of Care Community of Care Our Impact Updates & Announcements
Lyndsey Hodkinson | Community of Practice Program Manager, IVMF Dan Piston | Program Evaluation Manager, IVMF Michael Ball | Director, ServingTogether Julie Riggs | MD Program Manager, ServingTogether Christy Kenady | VA Program Manager, ServingTogether Alicia Downs | DC Program Manager, ServingTogether Jennifer Watson | Peer Navigator, ServingTogether Chenille Johnson | Peer Navigator, ServingTogether Mary Bier | Account Manager, Unite Us
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NETWORK UPDATE
NETWORK SNAPSHOT
“There’s a lot that can happen in Washington, D.C. but the best, most tangible, and most important work caring for veterans - happens right here, at the local level.”
- Jim Wartski, VA Veterans Experience Officer
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OUR SERVICE AREA
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SERVING TOGETHER SIX-MONTH SNAPSHOT
79
Participating Organizations
172
Unique Network Users
348
Unique Clients
832
Service Requests
LIVE SINCE DECEMBER 2017 | SERVING 9 COUNTIES WITH A VET POPULATION OF 299,208 | TOP NEED: EMPLOYMENT
82% Military Members & Veterans 7% Spouses, Family Members & Caregivers 11 11% Undis isclo losed 51% Male | 30% Female | 18 18% Undisclose sed
Data Window: Soft Launch (December 20, 2017) through end of Y1 (November 30, 2018)
46% 16% 13% 7% 1% 17% Post-9/11 Persian Gulf War Post-Vietnam War Vietnam War Pre-Vietnam War Undisclosed 2% 17% 28% 22% 17% 5% 4% 6% 18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 to 74 Over 75 Undisclosed
Air Force 21% Army 40% Coast Guard <1% Marine Corps 17% Navy 21% Undis isclo losed 1% 1%
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COORDINATION OF CARE
WHO ARE WE SERVING? WHAT DO OUR CLIENTS NEED? VETERAN PERSPECTIVES
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WHO ARE WE SERVING?
Serving Together fielded 832 requests from 348 unique clients since launch.
122 128 98 257 378 197
Soft Launch Q1 Q2
New Clients Service Requests Average number of requests per client through Q2: 2.39
24% 57% 18%
Web Form Requests Coordination Center Network Organization
REQUESTS BY SOURCE The service requests shown in this graph include requests from all network clients, not just new clients. NOTABLE STATS ABOUT MILITARY AND VETERAN CLIENTS
30% - Female
Local Vet Pop – 16.2% Female
50% - Under Age 45
Local Vet Pop – 24.3% Under Age 45
The share of requests coming from network providers went from 16% in Q1 to 28% in Q2.
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WHAT DO OUR CLIENTS NEED?
Since launch, 71% of overall demand has been within three service categories.
Number
- f Requests
Share of All Requests
Employment
226 27%
Housing & Shelter
212 25%
Income Support
151 18%
Recent Trend Q1 had a large increase in Employment support at 33% from the soft launch (21%) and Q2 (23%). Q2 saw an increase to 29% in income support from 17% in Q1. Housing and Shelter support has consistently decreased since soft launch: Soft Launch: 31% | Q1: 24% | Q2: 21%
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Demand for the Remaining Service Types
47 39 38 34 20 16 16 13 10 6 3 1
Benefits Navigation Health and Wellness Legal Individual & Family Support Food Assistance Transportation Education Utilities Clothing & Household Goods Social Enrichment Money Management Sports & Recreation
Service Requests:
About Health Services: The service category Health is a roll-up of four different kinds of health services: Physical Health Mental/Behavioral Health Substance Use Wellness About Individual & Family Support: This service category contains an assortment of needs of support, such as: Caregiving Services Life Coaching Support Groups Service Animals Child Care
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VETERAN STORY: JON S.
“I am really appreciative of the folks involved with Serving Together. They came through for me at a time when I was at my lowest, and continue to help me get back on my feet.” “I especially want to credit Angela Allmon of Warrior Ethos. She connected me with Craig Travis, who did an amazing job on my resume and offered a lot of advice on Linkedin and job searches. Ms. Allmon put me in touch with others who have been of great service, and plus she is a really nice and considerate person. I can’t speak highly enough of her and her organization.”
U.S. Air Force Veteran
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VETERAN STORY: JON
In-Network Referrals
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COMMUNITY OF CARE
COMMUNITY SPOTLIGHTS PROVIDER GROWTH & ENGAGEMENT
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COMMUNITY SPOTLIGHT: Melwood Veteran Services
David Blackledge, Executive Vice President
Mission: “To empower veterans struggling with the effects of service- related trauma and/or seeking employment to transform their
- wn lives and exercise their fundamental right to the pursuit of
happiness.”
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COMMUNITY SPOTLIGHT: Friendship Place
Chris Pitocchelli, Outreach Specialist
Mission: “Friendship Place’s mission is to empower people experiencing
- r at risk of homelessness to attain stable housing and rebuild
their lives. Our vision is a DC region and a nation in which every person has a place to call “home.” Our goal is to end homelessness in Washington, DC, and to establish a sustainable model which can be replicated across the nation.”
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SERVINGTOGETHER HAS GROWN FROM 49 ORGANIZATIONS AT SOFT LAUNCH TO 75 ORGANIZATIONS TODAY
14 15 17
Soft Launch Q1 Q2
Providers Making Referrals Providers Receiving Referrals
21 28 29
Soft Launch Q1 Q2
Since Soft Launch:
23
31% of providers have made a referral
40
53% of providers have received a referral
48
64% of providers have made or received a referral
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OUR IMPACT
TIMELINESS OUTCOMES CROSS-NETWORK SNAPSHOT
“ServingTogether has been a great resource and significant time-saver. We had a referral who left us a lovely voicemail a couple of weeks ago about all the assistance he has received through the network!”
- Margarita Jarvis, Veterans Program Specialist, Melwood
Veterans Services
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TIMELY REFERRALS
The network ensures that clients are connected to the right provider for the right service, more quickly.
Average days
4.81
# of Days to Match a Referral to a Provider
Median days
17.08
# of Days to Close a Referral (Total Service Episode Duration)
Time to Match (Average days)
Time measures are calculated based on when a service request is closed.
*Timing data is measured in days, inclusive of weekends and holidays.
9.66 8.93
Housing & Shelter Benefits Navigation
2.70
Legal
7.35
Health and Wellness
5.06
Income Support
3.59
Employment
Most Requested Services Other Service Categories*
(in decreasing order of demand)
7.35 - Individual & Family Support 4.73 - Food Assistance N/A - Transportation 2.15 - Education N/A - Utilities 0.18 - Clothing & Household Goods N/A - Social Enrichment N/A - Money Management N/A - Sports and Recreation
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% Resolved Favorably (out of 700 closed requests)
UNRESOLVED TRENDS The three most common unresolved outcomes to date: Other – 85 (12% of all closed) Ineligible for Services – 80 (11% of all closed) Unable to Contact – 71 (10% of all closed)
SUCCESSFUL OUTCOMES
Since launch, 59% of service requests have been resolved by the network.
RESOLVED TRENDS Most common resolved outcome is client having received direct services (26% of all closed) Second most common outcome is received information (15% of all closed) Other Service Categories*
(in decreasing order of demand)
43% 80%
Housing & Shelter Benefits Navigation
41%
Legal
72%
Health and Wellness
59%
Income Support
69%
Employment
Most Requested Services 53% - Individual & Family Support 71% - Food Assistance 50% - Transportation 75% - Education 75% - Utilities 56% - Clothing & Household Goods 75% - Social Enrichment 50% - Money Management N/A - Sports and Recreation
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Indicator Purpose Indicator Description
Serving Together RIServes
TXServes San Antonio
NCServes Western WAServes GPS NCServes Coastal NYServes Upstate SCServes Network Growth # Unique Clients # Unique Requests
348 832 250 355 637 1,100 368 651 201 445 318 458 182 260 466 1,005
Provider Activity % Requests from Providers % Providers Making Referrals
18% 31% 36% 34% 33% 33% 34% 30% 16% 20% 19% 29% 62% 23% 12% 25%
Coordination Center Activity % Providers Receiving Referrals Time – CC Referral to Match (Avg Days)
53% 4.81 66% 3.92 67% 4.10 74% 4.29 69% 3.16 69% 4.91 37% 3.25 60% 3.45
Quality of Care Time – Total Duration (Median Days) % Requests Resolved Favorably
17.08 59% 11.90 76% 6.78 70% 12.01 69% 8.89 69% 9.99 82% 7.93 71% 23.19 74%
New Metrics: Co-Occurring Needs Avg # Requests per Client % Clients with 2+ Requests % Clients with 2+ Service Types
2.39 54% 31% 1.42 26% 12% 1.73 38% 28% 1.77 39% 28% 2.21 50% 27% 1.92 43% 32% 1.43 31% 23% 2.16 53% 38%
Data represents totals / overall percentages for the first two quarters for each network since official launch date Note: Not every network had a soft launch period, and soft launches varied in length
CROSS-NETWORK SNAPSHOT
DATA COMPARISON – NETWORKS AT END OF QUARTER 2
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UPDATES & ANNOUNCEMENTS
UNITE US: TECH UPDATES EXPANDING OUR OUTREACH REGIONAL CoP
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UNITE US AND THE COORDINATED CARE COMMUNITY Mary Bier | Account Manager, Unite Us
- Recent Software Updates
- What’s to come
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UPDATES & ANNOUNCEMENTS
Regional Community Of Practice Expanding Our Outreach
RFP – Regional Lead
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EXPANDING OUR OUTREACH
Goals Roles Purpose
- Complete self-assessment of
- utreach in the current network
- Expand upon existing provider list to
strengthen the current network
- Broaden the ServingTogether
network into greater Maryland area IVMF: Strategically supporting initiative by lending resources and tools, such as MindView, to demonstrate network analysis and expansion. Accenture: Conducting network gap analysis and research to provide new provider leads. To be the leading veteran and military family service provider in the NCR and all of Maryland.
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