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 DelSignore | Program Manager, IVMF Ilario Pantano | Managing Director, IVMF Michael Ball | Director, ServingTogether Network Update Julie Riggs | MD Program Manager, ServingTogether Christy Kenady | VA Program Manager, ServingTogether Alicia Downs | DC Program Manager, ServingTogether Coordination of Care Jennifer Watson | Peer Navigator, ServingTogether Chenille Johnson | Peer Navigator, ServingTogether Community of Care Lyndsey Hodkinson | Community of Practice Program Manager, IVMF Our Impact Dan Piston | Program Evaluation Manager, IVMF Mary Bier | Account Manager, Unite Us Updates & Announcements
“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 NETWORK UPDATE NETWORK SNAPSHOT
OUR SERVICE AREA
SERVING TOGETHER SIX-MONTH SNAPSHOT LIVE SINCE DECEMBER 2017 | SERVING 9 COUNTIES WITH A VET POPULATION OF 299,208 | TOP NEED: EMPLOYMENT 348 832 79 172 Unique Service Participating Unique Clients Requests Organizations Network Users 82% Military Members & Veterans 51% Male | 30% Female | 18 18% Undisclose sed 7% Spouses, Family Members & Caregivers 11 11% Undis isclo losed Air Force 21% 18 to 24 Post-9/11 2% 46% 25 to 34 17% Persian Gulf War 16% Undis isclo losed 1% 1% 35 to 44 28% Post-Vietnam War 13% Army 40% 45 to 54 22% Vietnam War 7% 55 to 64 17% Navy 21% Pre-Vietnam War 1% 65 to 74 5% Undisclosed 17% Over 75 4% Undisclosed 6% Marine Corps 17% Coast Guard <1% Data Window: Soft Launch (December 20, 2017) through end of Y1 (November 30, 2018)
COORDINATION OF CARE WHO ARE WE SERVING? WHAT DO OUR CLIENTS NEED? VETERAN PERSPECTIVES
WHO ARE WE SERVING? Serving Together fielded 832 requests from 348 unique clients since launch. NOTABLE STATS ABOUT New Clients Service Requests Average number of MILITARY AND VETERAN CLIENTS requests per client 30% - Female 122 through Q2: 2.39 Soft Launch 257 Local Vet Pop – 16.2% Female 50% - Under Age 45 128 Local Vet Pop – 24.3% Under Age 45 Q1 378 Web Form Requests 57% Coordination Center 98 Network Organization Q2 REQUESTS 197 24% BY SOURCE The share of requests coming from network providers went from 16% in Q1 to 28% in Q2. The service requests shown in this graph include requests from all 18% network clients, not just new clients.
WHAT DO OUR CLIENTS NEED? Since launch, 71% of overall demand has been within three service categories. Number Share of of Requests All Requests 226 27% Employment Housing & 212 25% Shelter 151 18% Income Support 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%
Demand for the Remaining Service Types Service Requests: Benefits Navigation 47 Health and Wellness 39 About Health Services: Legal 38 The service category Health Individual & Family Support 34 is a roll-up of four different kinds of health services: Food Assistance 20 About Individual & Family Physical Health Transportation 16 Support: Mental/Behavioral Health Education 16 Substance Use This service category contains Wellness Utilities an assortment of needs of 13 support, such as: Clothing & Household Goods 10 Caregiving Services Social Enrichment 6 Life Coaching Money Management Support Groups 3 Service Animals Sports & Recreation 1 Child Care
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
VETERAN STORY: JON In-Network Referrals
COMMUNITY OF CARE COMMUNITY SPOTLIGHTS PROVIDER GROWTH & ENGAGEMENT
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 own lives and exercise their fundamental right to the pursuit of happiness .”
COMMUNITY SPOTLIGHT: Friendship Place Chris Pitocchelli, Outreach Specialist Mission: “Friendship Place’s mission is to empower people experiencing or 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.”
SERVINGTOGETHER HAS GROWN FROM 49 ORGANIZATIONS AT SOFT LAUNCH TO 75 ORGANIZATIONS TODAY Since Soft Launch: Providers Making Referrals 23 17 15 14 31% of providers have made a referral 40 Soft Launch Q1 Q2 53% of providers have received a Providers Receiving Referrals referral 48 29 28 21 64% of providers have made or received a referral Soft Launch Q1 Q2
“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 OUR IMPACT TIMELINESS OUTCOMES CROSS-NETWORK SNAPSHOT
TIMELY REFERRALS Time to Match (Average days) The network ensures that clients are connected to Most Requested Other Service Categories* the right provider for the right service, more quickly. Services (in decreasing order of demand) Employment Average days 4.81 7.35 - Individual & Family Support 3.59 4.73 - Food Assistance # of Days to Match a Housing & Shelter N/A - Transportation Referral to a Provider 9.66 2.15 - Education Median days Income Support 17.08 N/A - Utilities 5.06 0.18 - Clothing & Household Goods # of Days to Close a Benefits Navigation Referral (Total Service N/A - Social Enrichment 8.93 Episode Duration) N/A - Money Management Health and Wellness N/A - Sports and Recreation 7.35 Time measures are calculated based on when a service request is closed. Legal 2.70 *Timing data is measured in days, inclusive of weekends and holidays.
% Resolved Favorably (out of 700 closed requests) SUCCESSFUL OUTCOMES Most Requested Other Service Categories* Since launch, 59% of service requests have Services (in decreasing order of demand) been resolved by the network. Employment 53% - Individual & Family Support 69% RESOLVED TRENDS 71% - Food Assistance Housing & Shelter Most common resolved outcome is client having 50% - Transportation 43% received direct services (26% of all closed) 75% - Education Second most common outcome is received Income Support information (15% of all closed) 75% - Utilities 59% 56% - Clothing & Household Goods Benefits Navigation UNRESOLVED TRENDS 75% - Social Enrichment 80% The three most common unresolved outcomes to date: 50% - Money Management Other – 85 (12% of all closed) Health and Wellness Ineligible for Services – 80 (11% of all closed) N/A - Sports and Recreation 72% Unable to Contact – 71 (10% of all closed) Legal 41%
CROSS-NETWORK SNAPSHOT DATA COMPARISON – NETWORKS AT END OF QUARTER 2 Indicator Indicator NCServes WAServes NCServes NYServes Serving TXServes RIServes SCServes Purpose Description Together San Antonio Western GPS Coastal Upstate 250 637 368 201 318 182 466 # Unique Clients 348 Network Growth 355 1,100 651 445 458 260 1,005 # Unique Requests 832 34% 18% 36% 33% 16% 19% 62% 12% % Requests from Providers Provider Activity 34% 33% 30% 31% 20% 29% 23% 25% % Providers Making Referrals 66% 67% 74% 69% 69% 37% 60% 53% % Providers Receiving Referrals Coordination Center Activity 3.92 4.10 4.29 3.16 4.91 3.25 3.45 Time – CC Referral to Match (Avg Days) 4.81 11.90 6.78 12.01 8.89 9.99 7.93 23.19 Time – Total Duration (Median Days) 17.08 Quality of Care 69% 59% 76% 70% 69% 82% 71% 74% % Requests Resolved Favorably 1.42 1.73 1.77 2.39 2.21 1.92 1.43 2.16 Avg # Requests per Client New Metrics: 26% 38% 39% 50% 43% 31% 53% 54% % Clients with 2+ Requests Co-Occurring Needs 12% 28% 28% 27% 32% 23% 38% % Clients with 2+ Service Types 31% 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
UNITE US: TECH UPDATES UPDATES & ANNOUNCEMENTS EXPANDING OUR OUTREACH REGIONAL CoP
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