Service Mapping The 21 st Century Approach Presented

Service Mapping The 21 st Century Approach Presented by: Brought to you by: Ricki Kozumplik (AHA Consulting) Social Policy Research Associates USDOL/ETA – Dallas Regional Office

SPR’s Areas of Expertise Governance Employment, Retention, & Advancement Education and Training Management & Operations 2

SPR’s Methods and Services Dynamic Facilitation Media Development Tool Development Simulation Immersive Customized Training Individualized TA 3

Office of Regional Management Region States CT, MA, ME, NH, NJ, NY, Region 1 - Boston RI, VT, PR, VI Region 2 – Philadelphia DE, DC, MD, PA, VA, WV AL, FL, GA, KY, MS, NC, Region 3 – Atlanta SC, TN AR, CO, LA, MT, ND, Region 4 – Dallas NM, OK, SD, TX , UT, WY IA, IL, IN, KS, MI, MN, Region 5 - Chicago MO, NE, OH, WI AK, AZ, CA, GU, HI, ID, Region 6 - San Francisco NV, OR, WA “This project has been funded, either wholly or in part, with Federal funds from the U. S. Department of Labor, Employment and Training Administration under Contract Number: DOLU 121 A 21890. The contents of this publication do not necessarily reflect the views or policies of the Department of Labor, nor does mention of trade names, commercial products, or organizations imply endorsement of same by the U. S. Government. ” 4

Welcome & Introductions · Welcome · Introductions – Find your group – Tell the group: ¨ Your name ¨ What you do ¨ Where you work ¨ 1 thing not known about your agency · Report out 5

Alphabet Scavenger Hunt A D B C E. . . In groups, · Find one item on or in your or a team mate’s body that begins with each letter of the alphabet · Write on form · Group completing first wins a prize! 6

T ogether E veryone A ccomplishes M ore 7

What We Will Cover Why important Review service mapping Conduct the process Conduct mini gap analysis Create next steps 8

Activity Instructions · Find the envelope · Remove the object – Color = Customer – White = Agency · Customers find agency piece that completely matches your object · First match wins a prize! 9

Why it is Important to Work Together · Customers, was it easy? · Agencies, was it easy? · How similar to how we provide services today? 10

Why Service Maps Are Important · The right thing to do · Gives you data · 1 st step to effective resource mapping · Only effective start to integrate partner services 11

What is Community Service Mapping? It’s a process that helps determine if the products and services that make a person economically selfsufficient are adequately provided within the community 12

What is a 21 st Century Community Service Map? Map: An alphabetical list of Services that indicates each agency that provides them. 13

What is a Resource Guide? Guide: An alphabetical list of Agencies that provide services in the community. 14

What is a 21 st Century Community Service Map? Map: Uses Common terminology Career counseling = 15 Career counseling

What is a Resource Guide? Guide: Uses Individual terminology Career counseling = Career Advising 16 ? ? ?

How a Service Map and Resource Guide Differ Community Service Map Easy to compare services Easy to compare populations Use for gap analysis Resource Guide Difficult to compare services Difficult to compare populations Cannot use for gap analysis 17

Community Service Mapping Products · Service map with agency appendix · Service gap analysis report · Action plan to – Coordinate services – Identify new $ – Focus $ 18

How to Use a Community Service Map To identify: · Where to refer · Who provides similar services · With whom to collaborate 19

Benefits of Service Mapping Coordination Foundation ID Services ID Gaps/ Duplications Develop Partnerships Improve Referrals ID New Providers 20

Steps to Create and Use a Service Map Determine the services Determine the Data to Collect Complete the Agency Appendix Complete the Service Mapping Templates Compile Completed Templates and Create Map Determine and Collect Missing Data STEPS TO CREATE A SERVICE MAP Complete Gap Analysis Address Gaps and Duplications 21 Determine Joint Services

Steps to Create and Use a Service Map: What We’ll Cover Today Determine the services Determine the Data to Collect Complete the Agency Appendix Complete the Service Mapping Templates Compile Completed Templates and Create Map Determine and Collect Missing Data STEPS TO CREATE A SERVICE MAP Complete Gap Analysis Address Gaps and Duplications 22 Determine Joint Services

Steps to Create and Use a Service Map Determine the services Determine the Data to Collect Complete the Agency Appendix Complete the Service Mapping Templates Compile Completed Templates and Create Map Determine and Collect Missing Data STEPS TO CREATE A SERVICE MAP Complete Gap Analysis Address Gaps and Duplications 23 Determine Joint Services

Determine the Services · Convene partner leaders · Determine services scope • assessment • intake • job listings • school information • internet access • job referrals • LMI – Job Seeker Wrap Around – Business · Finalize list of services to be offered · Create common definitions for each service · Focus first/today on Job Seeker Services 24

Steps to Create and Use a Service Map Determine the services Determine the Data to Collect Complete the Agency Appendix Complete the Service Mapping Templates Compile Completed Templates and Create Map Determine and Collect Missing Data STEPS TO CREATE A SERVICE MAP Complete Gap Analysis Address Gaps and Duplications 25 Determine Joint Services

Determine the Data to Collect · Agency Appendix · Services 26

Sample Agency Appendix Elements to Collect Contact Info Visio n Where Refer Collaborations Programs Mi ss io 27 n Goals

Sample Service Data Elements to Collect n tio a l u p Po Group Stand Alone Scheduled Free Via t e n r e Int 28 Self Serve

Steps to Create and Use a Service Map Determine the services Determine the Data to Collect Complete the Agency Appendix Complete the Service Mapping Templates Compile Completed Templates and Create Map Determine and Collect Missing Data STEPS TO CREATE A SERVICE MAP Complete Gap Analysis Address Gaps and Duplications 29 Determine Joint Services

Complete the Agency Appendix · Using the Agency Appendix form, fill in each item · 1 per agency · Once completed, hand to Ricki 30

Steps to Create and Use a Service Map Determine the services Determine the Data to Collect Complete the Agency Appendix Complete the Service Mapping Templates Compile Completed Templates and Create Map Determine and Collect Missing Data STEPS TO CREATE A SERVICE MAP Complete Gap Analysis Address Gaps and Duplications 31 Determine Joint Services

Complete the Service Mapping Templates · 1 per agency · Fill in agency name · List in 1 st column each funding source you receive (1 per row) 32

Complete the Service Mapping Template For each funding source: · Find service provided · Highlight/complete cell for that service 33

Steps to Create and Use a Service Map Determine the services Determine the Data to Collect Complete the Agency Appendix Complete the Service Mapping Templates Compile Completed Templates and Create Map Determine and Collect Missing Data STEPS TO CREATE A SERVICE MAP Complete Gap Analysis Address Gaps and Duplications 34 Determine Joint Services

Compile the Completed Templates · Check for – Completeness – Agency names on each page · Separate agency pages · Collect · Post column of each page on wall 35

Steps to Create and Use a Service Map Determine the services Determine the Data to Collect Complete the Agency Appendix Complete the Service Mapping Templates Compile Completed Templates and Create Map Determine and Collect Missing Data STEPS TO CREATE A SERVICE MAP Complete Gap Analysis Address Gaps and Duplications 36 Determine Joint Services

Complete a Mini Gap Analysis Review gap, augmentation, duplication definitions Identify potential gaps, augmentations, duplications Share/come to consensus on each 37

What is a Service Gap? · No agency provides · Provided by one or multiple agencies but there are still not enough to meet customer needs 38

What is Service Duplication? · Provided by one or multiple agencies and there are too many provided (more than the community needs) 39

What is Service Augmentation? · Provided by one or multiple agencies and there are just enough to meet customer needs 40

Identify Gaps and Duplications · Divide into groups · Go to assigned page “tower” · Review each column · List gaps and duplications on form · When time is called, repeat · Review lists · Build consensus 41

Change is not what you know, it’s what you do with what you know! 42

Steps to Create and Use a Service Map: What We’ll Cover Today Determine the services Determine the Data to Collect Complete the Agency Appendix Complete the Service Mapping Templates Compile Completed Templates and Create Map Determine and Collect Missing Data STEPS TO CREATE A SERVICE MAP Complete Gap Analysis Address Gaps and Duplications 43 Determine Joint Services

Next Steps for the Team Compile map Determine/collect missing data Address Gaps & Duplications NEXT STEPS Determine Joint Services 44

Steps to Create and Use a Service Map Determine the services Determine the Data to Collect Complete the Agency Appendix Complete the Service Mapping Templates Compile Completed Templates and Create Map Determine and Collect Missing Data STEPS TO CREATE A SERVICE MAP Complete Gap Analysis Address Gaps and Duplications 45 Determine Joint Services

Develop Map · Compile all completed templates into a database · Database options – Excel spreadsheet – Access – Web-enabled 46

Complete Map · Determine – Missing partners – How to solicit missing partner data · Solicit/receive missing data · Revise map 47

Sample Service Maps · Excel – Cincinnati – Du. Page County · Access – Employ. Indy · Web-enabled – Employ. Indy 48

Steps to Create and Use a Service Map Determine the services Determine the Data to Collect Complete the Agency Appendix Complete the Service Mapping Templates Compile Completed Templates and Create Map Determine and Collect Missing Data STEPS TO CREATE A SERVICE MAP Complete Gap Analysis Address Gaps and Duplications 49 Determine Joint Services

Address Service Gaps · None provided · Not enough provided 50

Address “None Provided” · · · What is It? What criteria use to fill? Who fits the criteria? Who could provide? How can we make that happen? 51

Address “Not Enough Provided” · · · What is it? What criteria use to fill? Who fits the criteria? Who currently provides? Can they do more? How can we make that happen? 52

Address Service Duplications · · · How many do we need? How many “too many” do we have? How many should we reduce? What criteria use to reduce? Who currently provides? Who will reduce their number? 53

Teamwork is not coming together, it’s working together! 54

Steps to Create and Use a Service Map Determine the services Determine the Data to Collect Complete the Agency Appendix Complete the Service Mapping Templates Compile Completed Templates and Create Map Determine and Collect Missing Data STEPS TO CREATE A SERVICE MAP Complete Gap Analysis Address Gaps and Duplications 55 Determine Joint Services

Determine Joint Services · Form team for specific service · Collect customer data · Use data to process m · For new joint process – Flow chart – Train staff on new joint process – Evaluate 56

Action Planning: Capture Next Steps · What needs to be completed · Who is responsible? · What method will be used? · By when will it be completed? 57

Wrap up/Debrief Activity · Complete evaluation form · Turn in to Ricki or Jeane 58

Coming together is a beginning. . . keeping together is progress. . . working together is a success! 59

Contact Information Richalene M. Kozumplik Associate, Social Policy Research Associates Owner AHA Consulting 134 West Third Street Peru, IN 46970 Phone: 765 -472 -1495 Fax: 765 -472 -1457 E-mail: kozumplik@iquest. net 60