Service Integration Goal Prioritization and Action Planning September

Service Integration Goal Prioritization and Action Planning September 10, 2019

Agenda • Debrief • Priority Factors • Action Planning • Incorporation of Service Integration Actions into Local Plans • Next Steps

Debrief • How did you approach the self-assessment? • What positive takeaways did you have with the partners? • What was difficult? • What are the points of pain to meet the September 30 th deadline? • What would make the process better or easier?

Priority – Factors to Consider • Need The extent to which an action will improve customer service • Readiness • Capacity For implementing the plan • Fit Do the action steps fit with state and local planning goals • Resources Staffing, training, data/metrics, coaching/supervision administration and evaluation • Impact Improvements for the customer Do the staff have the training and supports they need

Priorities How did you select your priorities? • Consensus • Vote tally • Did you consider any of the factors from the last slide (need, readiness, capacity, fit, resources, impact) What priorities did you select?

Break Time

From Here to There

Design Thinking

ENGAGE - ENVISION EXPERIMENT - EVOLVE • Strive for Seriousness of Purpose -Not Seriousness of Manner. People do very stupid things in very serious ways constantly • Quality is a thousand things done better every time. • Beware the Continuous Improvement of Things Not Worth Improving • All change is difficult – no matter how long you put it off - Joe Marrone

In Session Work • Small Group Work • Local Teams • Common Priorities • Review Assessments • Customer Perspective • Brainstorm • Discuss • Design • Consider Implementation

Break

Smart Action Plans

Action Planning Tool Action Planning

Example: Next Steps Action Planning Tool SMART Policy Goal Being Addressed: Improve communication across one-stop partners to deepen staff knowledge about available programs and services. As a result, co-enrollment and the satisfaction of external and internal customers will increase over the next program year. Activities and Tactics How will we do it? One-stop operator will facilitate monthly meetings with center staff using agendas developed with staff input. Generally, agendas will consist of 30 minutes of center and agency updates and 30 minutes of information about various one-stop programs and services. Outputs: a) Meetings held b) Staff understand partner programs and services Key Players Who should be involved? Expected Outcomes What is the result? Customer service staff (employment specialists, case managers, counselors, business reps) of all core and required center programs. 1) Increase in co-enrollment by 10% 2) A 5% increase in overall customer satisfaction, improved partner satisfaction with communication, and/or referrals from core and required partners. Timeline When will we do it? Questions & Assistance Needed Where do we need assistance? 1) 6 -3 -20 1) Does system capture co-enrollment? If not, can we get self-report from case managers and counselors? 2) Customer feedback related to this activity 2) 9 -30 -20

Implementation

Integration into Local Plans Guiding Principles • Demand-driven orientation • Strong partnerships with business at all levels • Career pathways to today’s and tomorrow’s jobs • Cross-agency collaboration and alignment • Integrated service delivery • Access and opportunity for all populations • Clear metrics for progress and success • Focus on continuous improvement and innovation

Integrated Timeline Components • Unified State Plan • MOU and budget negotiations • IWIB strategic plan • Service integration and one-stop certification • Other partner plans

On-going Progress Tracking When reviewing progress towards achieving the goals and activities, the Leadership Team and the Work Teams themselves: • Ensure that activities are kept within the parameters of the agreed – avoid ‘mission creep’ without due deliberation • Ensure that activities are done consistent with the vision, mission and values • Create a ‘Rapid Action’ approach to clear barriers and/or adjustments to the strategy or activities • Encourage real-time and ongoing improvement

Summary • Review and Consider • • SMART Goals Drivers for successful plan implementation Best practices Plan refinement • On-going progress tracking • What do you need more of?

Resources • Illinois Resources - https: //www. illinoisworknet. com/si • Lou Adams – ladams@ndi-inc. org • Doug Keast – dkeast@ndi-inc. org • National Resources - www. wintac. org