Problem Solving To Fill in the Gaps Kelly

Problem Solving To Fill in the Gaps Kelly Stephens, CIRS, CCMS 2 -1 -1 Texas Panhandle/United Way Helpline Director

Ash Sweeney Quotes Years of education, solving tough problems, handling complex issues, yet we take a while standing before glass doors thinking whether to Push or Pull.

What gets a person to this point? Crisis Bad Choices Responsibility of others well being Unexpected life change/New Situation

You are the perceived expert The caller expects: Professionalism Empathy Subject matter expert Help or direction (most important)

What happens when there is not a resource to help the caller? Get angry Emotional Feel deceived by the specialist, the referring party or both Feel defeated Feel Hopeless

How can problem solving mitigate these issues? Gives the caller hope Gives the caller empowerment Gives the caller the expert they expected and deserve

Only in math problems can you buy 60 cantaloupes and nobody asks what the heck is wrong with you unknown

Developing a Problem Solving Cue Card Decide what the gaps in services are for your area Look at each gap individually What resources are available in your area to assist with the need

Prescription Assistance • Have you asked your Doctor for samples? • Have you taken the $4. 00 formulary to your physician and asked for medication on the list? • Did you know that although Medicaid only pays for three prescriptions per month you can ask for 90 day prescriptions so that Medicaid pays for 9 • Have you spoken to the pharmacist about other programs that assist with payment (Family Wize)

ACTIVITY Break up into groups (typically 8 per group) Each group will choose a Problem Solver Each person in the group will be given a number that cannot be shared The Problem Solver must put the group in numerical order The Problem Solver can ask a total of three questions of each group member but cannot ask, what is your number? The group member cannot say their number out loud or hold up fingers Have a time keeper

What were your challenges? How creative did you get with your questions? How long did it take?

We can’s solve problems by using the same kind of thinking we used when we created them Albert Einstein

Building a financial safety net for gaps through Faith based organizations Do you have a financial gap for basic needs? What are they? Who would be the best entity to administer the program? Would it fit into your outreach?

Let’s get started Set a meeting to determine interest What is the focus ( rent, id’s, diapers etc. ) Choose the largest unmet need Who will administer the program Do they have the financial capability Set the rules, Criteria, documentation required, who can make a referral What roll will your contact center play

Quick Facts The Faith Based Program IS: • • Volunteer; churches only help when they feel compelled to do so Exists to help situations/clients which aren’t being assisted through other local programs and are falling through the cracks Exists to help local Faith Based Communities find and direct clients to 2 -1 -1 Texas for assistance and utilize established programs Anonymous to the clients being assisted Requests for assistance and needs are verified before contacting Communities of Faith (this might include lease agreement, employment status, unfortunate or uncontrollable circumstances which led to the need, identification, verifiable bill (rent or electric bill) or need (such as work boots)

Recruiting Local Faith Based Organizations • • Send out initial Request Letter and follow-up in person one week later (try to put a person’s name on the letter to make a stronger connection) Stress that the program is voluntary How the program can benefit the church (the program has been very beneficial to small churches that don’t have funds and have few staff to help during the week) Stress the massive amount of information 2 -1 -1 Texas processes to help clients in need in the community

Benefits • 2 -1 -1 does the research for you • Your staff always have the ability to direct someone for help • Can give financially when funds are available • Be sure that individuals are accessing available programs first • Free access to experts of Information and Referral regarding local community services

Every successful individual knows that his or her achievement depends on a community of persons working together. Paul Ryan

Now What? • Mail update requests to churches approx. every 6 months • Make e list of all churches/spiritual organizations in region and have ongoing possibilities and mailings/follow-ups • Have some kind of contact Monthly • Let them know how they are making a difference through a news letter (Example in your handouts) • Contact, Contact (anything to keep them in the loop)

Communities of Faith Contribute four different ways • Want to be called every time there is a need • Only want to be called if there is not another contributor • Want folks to be sent directly to the church with a referral • Send a monthly check to build up the “fund”

We cannot seek achievement for ourselves and forget about progress and prosperity for our community. . . Our ambitions must be broad enough to include the aspirations and needs of others, for their sakes and for our own. Cesar Chavez

Thank You Kelly Stephens, CIRS, CCMS 2 -1 -1 Texas Panhandle/United Way Helpline Director