Transforming Service Delivery for San Antonios Veterans, - - PowerPoint PPT Presentation

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Transforming Service Delivery for San Antonio’s Veterans, Transitioning Service Members, and Their Families

November 10th, 2016 San Antonio, TX

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Agenda

2:00 – 2:15 Introductions and Background & Round Table Introductions  Jim McDonough, IVMF  Kathy Cox, the Walmart Foundation  Dave Marttala, Military Veteran Community Collaborative 2:15 – 2:25 Current State: San Antonio Metropolitan Statistical Area  Jim McDonough, IVMF 2:25 – 3:00 Innovation to Improve Service Delivery  Jim McDonough, IVMF  Ilario Pantano, IVMF  Dan Brillman, Unite Us 3:00 – 3:35 AmericaServes Scaling and Impact Across the Country  Jim McDonough, IVMF 3:35 – 3:45 Break  N/A 3:45 – 3:15 Defining Our Service Region and Next Steps  Jim McDonough, IVMF  Maggie Pollard, Accenture 4:15 – 4:30 Wrap-up and Questions  Jim McDonough, IVMF

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Introductions and Background

IVMF, with support from the Walmart Foundation is committed to implementing a comprehensive strategy aimed at improving access to resources and services for veterans, service members and military families.

By capitalizing on Texas’ strong support of our nations’ all volunteer force, we have an unprecedented opportunity to enhance, coordinate, and expand the state’s veteran and military family services and resources. The Walmart Foundation, with expertise provided by the IVMF at Syracuse University proposes an initiative to spotlight, enhance, and strengthen existing veteran, transitioning service members and military families’ statewide employment and supportive services.

• Jim McDonough, Managing Director
• Ilario Pantano, Senior Director
• Dan Brillman, Founder and CEO
• Maggie Pollard, Manager

TXServes Team Background

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Round Table Introductions

By assembling thought leaders and key stakeholders from across San Antonio’s public, private, and nonprofit sectors, we can begin to develop a shared strategy that amplifies the strengths of each organization that serves veterans, transitioning service members, and military families. …. and many more public and private providers!

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Current State:

San Antonio Metropolitan Statistical Area

The eight counties within the San Antonio MSA – Atascosa, Bandera, Bexar, Comal, Guadalupe, Kendall, Medina, and Wilson – comprise a significant concentration of veterans in Texas. By focusing efforts on local and accessible services and resources, there is a unique opportunity to develop a tailored collective impact strategy serving veterans, transitioning service members, and military families. Veteran Population

≈ 200,880

M: 86% 172,065 F: 14% 28,815

Bexar county represents the state’s second largest veteran population San Antonio has the 9th largest veteran community in the U.S. – 12.9% of the city itself One in three veterans in the San Antonio MSA received VA care in the past year 40% of veterans in the San Antonio MSA receive some type of disability compensation

Demographics of the San Antonio MSA*

*Data is from the MVCC 2016 Military City USA Needs Assessment

12% 33% 22% 18% 15%

Age

18-34 35-54 65-74 75+ 55-64 4% 8% 40% 45% 24%

Period of Service

WWII Korean War Vietnam War Gulf War I (pre-9/11) Gulf War II (post-9/11)

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Innovation to Improve Service Delivery

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The Problem

In a survey of >8,500 veterans, service members, and dependents, 60% identified navigating benefits as the most significant challenge to transition

Navigation

It is difficult to identify which providers are able to meet unique needs, eligibility restrictions, and preferences

Eligibility

AmericaServes data demonstrates that 35% of clients entering the network have more than one service need

Co-Occurrence

It becomes cumbersome to submit and repeat the same information across multiple intake forms and applications

Intake

Challenges Faced by Veterans, Service Members, and Military Families Challenges Faced by Health and Human Service Providers

Service providers are not equipped to meet client needs outside their mission and area of expertise

Scope Creep

Referrals to other providers are made blindly without any visibility into their eligibility requirements, capacity, or how the referral progresses

Ambiguity

No visibility into a client’s information, history of service requests, resulting in redundant intake and request for information

Duplication

Lack of appropriate data collection and measurement prevents providers from ensuring quality and remaining accountable to those they serve

Unaccountable

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The AmericaServes Solution

Quickly navigate veterans, service members, and military families to the right services, resources, and care

AmericaServes provides a series of place-based efforts focusing on coordination of service and care delivery across 15 service domains Using technology and a person-powered backbone of support, AmericaServes streamlines referrals between participating providers Ensures a positive connection between the client and providers and confirms that the clients’ needs are addressed Identifies appropriate services for clients from providers that can actually meet those needs

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What AmericaServes Is and Is Not

The nation’s first, scalable Collective Impact initiative serving military-connected members

Innovative

AmericaServes Is…

Meeting communities where they are, AmericaServes is tailored to the needs of local providers and the clients they serve

Flexible

A Continuum of Interconnected Networks of comprehensive services, resources and care

Interconnected

AmericaServes Is Not….

AmericaServes welcomes veterans of all eras, eligibility, and discharge status

Exclusive

AmericaServes encourages providers to focus on what they do best - only when the provider is unable to serve all the needs of the client should they refer them

A Replacement…

The AmericaServes platform rides above existing internal systems and is tailored to only capture enough information to make a smart referral

Cumbersome

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Collective Impact

IVMF establishes commitment from key public, private, and independent stakeholders to jointly endorse and support a common agenda aimed at improving resource and service delivery for veterans and military families How do we successfully implement it?

Identify a coordinated, backbone support

• rganization to

guide the initiative Embed a technology solution to implement and track the strategy Collectively develop a shared strategy Identify and track standard measures of success Engage in consistent, targeted, and transparent communication

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Collective Impact

Through a coordinated network of public, private, and independent services providers,

• rganizations can effectively, efficiently, and articulately address the social determinants of

health and well-being for veterans and military families. What are the social determinants of health and well-being?

Education Economic stability Neighborhood and environment Health and healthcare Social and community context

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AmericaServes Scaling and Impact Across the Country

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AmericaServes was seeded by a planning investment from Robin Hood Foundation to coordinate services in NYC’s 5 boroughs. In under 2 years, AmericaServes went live in 3 markets with funding to expand into an additional 6 markets before the end of 2016. Through the leading investment of nationally recognized investors, IVMF is able to introduce this innovative concept to local communities.

AmericaServes:

A Growing Movement in Communities

Oct ’13 – Mar ’16 Apr-Jun ’16 Jul-Sep ’16 Oct-Dec ’16 Jan-Mar ’17 Apr-Jun ’17 Jul-Sep ’17 Oct-Dec ’17 January ’18

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NYServes- New York City (live) NCServes – Metrolina (live) PAServes – Greater Pittsburgh (live) NCServes - Raleigh/Durham (live) SCServes - Low Country (live) NYServes Upstate (live) NCServes – Coastal (live 10 Nov) Mission United South Hampton Roads (live 11 Nov) WAServes – Greater Puget Sound NCServes - Winston Salem TXServes- San Antonio

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What Our Communities Are Teaching Us

Since starting this initiative in New York City, we’re capturing an informed picture around the value Collective Impact strategies and efforts are bringing their respective communities and their ability to best support transitioning service members, veterans, and their families.

Transitioning service members, veterans, and their families get help with their principle challenge: navigating complex systems of care and service Providers like ‘smart’ referrals By integrating U.S. Department of Veterans Affairs and Department

• f Defense into our AmericaServes networks, we are able to work

further upstream and connect in a more tangible, measureable, and accountable way Data doesn’t lie: co-occurring issues are a real challenge amongst transitioning service members, veterans, and their families

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AmericaServes’ Opportunity in Practice

The AmericaServes Transparency Report includes outputs and outcomes from each of the live AmericaServes Networks. Throughout this coming year, we’ll continue to refine and report on

• ur Key Performance Indicators (KPIs).

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Defining our Service Region and Next Steps

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Defining Our Service Region

What counties make sense to include initially as a part of the TXServes network?

Potential Pilot Counties Veteran Population* Atascosa

3,404

Bandera

2,659

Bexar

158,468

Comal

17,493

Guadalupe

22,339

Kendall

3,865

Medina

4,992

Wilson

4,987

Total: 218,207

*Data is from VA’s Vet Pop FY 2017 projections

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The team will integrate a phased approach and localized strategy for establishing TXServes:

Phased Approach to Establishing TXServes

Planning & Research Recurring Meetings Finalize Strategy Put into Practice Monitor

• Identify and

convene leading providers of veterans’ services and resources

• Identify and meet

with local leaders;

• btain buy-in
• Develop 90-Day

strategy session plan

• Strategy Session 1:
• Explore collective impact, setting

conditions, and service coverage area

• Establish core working group for

strategy sessions

• Strategy Session 2:
• Technology demo
• Network functions and service

domains/providers

• Strategy Session 3:
• Coordination Center RFP review
• Demo provider registration process
• Finalize coverage and providers
• Strategy Session 4:
• Coordination Center Vendor

Solicitation event

• Complete provider registration (in-

person)

• Prepare for webinars and training
• Finalize the strategy

and outline commitment and responsibilities for a transformed service delivery space

• Finalize participating

services providers for the region

• Host webinars and

training on technology platform

• Competitively select

Coordination Center

• Prepare to go-live
• n model
• Announce selected

Coordination Center

• Go-live on model
• Implement

practices outlined in the strategy

• Track effort
• Modify

processes as needed

• Measure and

analyze our success Align Integrate Coordinate Deliver Follow-up

July ‘16 – November ‘16 November ‘16 – March ‘17 April ‘17 May ‘17 – April – ‘19

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Next Steps Responsible Service Coverage Mapping IVMF/Accenture/Participating Providers (survey) Provide feedback, thoughts and considerations in coming weeks Participating providers Recommend community leaders to serve as TXServes ambassadors Participating Providers Next Meeting Date and Location: TBD

Feedback, Questions, Next Steps