1. COMMUNITY-BASED ORGANIZATIONS: BASICS OF PROGRAM DESIGN Working Families Success Network Conference November 7, 2013

2. Financial Opportunity Center Model Improves family financial stability Intentionally integrates 3 services Employment placement Financial coaching Income supports Outcomes Increases in Net income Increases in Credit score Long term job retention Increases in Net worth

3. Elements of Successful FOCs

5. Sample Client Flow

6. C OMMUNITY - BASED ORGANIZATIONS BASICS OF PROGRAM DESIGN Presented by: Pauline Sylvain, North Lawndale Employment Network Ellen Ray, Center for Changing Lives

7. W HO WE ARE Pauline Sylvain, Program Director Center for Working Families, a program of North Lawndale Employment Network (NLEN) NLEN’s mission is to improve the earnings potential of North Lawndale residents through innovative employment initiatives that lead to economic advancement and an improved quality of life. Ellen Ray, Executive Director Center for Working Families model is embedded into Center for Changing Lives (CCL) CCL’s mission is to provide comprehensive support to community residents at-risk of or experiencing homelessness or housing instability so they may obtain and maintain permanent housing.

8. C BO PROGRAM D ESIGN C ONSIDERATIONS When to design (and revisit) program flow How process reinforces staff/service integration What practices build a team-wide understanding How to use data to inform flow and design How to encourage conversations about finances Design/Flow as logistics vs. Design as an expression of service methodology & organizational values

9. L OGISTICS VS. I DENTITY If your flow or design is all about mechanics, the process ends when you put it on paper. BUT If your flow or design illustrates your beliefs about change and your values as an organization, then it becomes ALIVE. Living flows can help us do the work more effectively, efficiently and collaboratively.

10. L OGISTICS VS. I DENTITY Some questions to ask at the start: How does change happen? Who’s responsible for the change process? How do we balance our needs and our clients? What is that nature of our service relationship? What do we believe about what services are valuable? (and which are not?) How do clients move through our programs currently? What values or beliefs does that movement evidence? Where do our current programs intersect? What does that say about our values or beliefs?

11. T IMING When to design (and revisit) program flow Flow first – At start-up and at intro of new elements Tweak the flow/visual representation Solicit and incorporate feedback Review at common evaluative spaces I NTEGRATION AND COLLABORATION How process reinforces staff/service integration Changing people vs. changing process Coupling or connecting services Balancing Desirable, Needed & Mandatory Services Reinforcing Practices (data review, integration mtgs)

12. M ODEL R ATIONALE What practices build a team-wide understanding Cross Training Coaching and Financial Content Inter-disciplinary meetings CWF staff in external departmental meetings D ATA INFORMED How to use data to inform flow and design Own one system as yours! Review it together Identify successes and challenges Foster retention or reengagement strategies

13. T ALK ABOUT MONEY How to encourage conversations about finances Coach from the start Many financial touches Understand your culture/client’s culture Be willing to go “there” (including to your own) Share the rationale C LIENT N EED & O RGANIZATION VALUES How to create a design as unique as you are! Who are your clients and what do they need? What are your organization values? Is your design accessible, culturally competent, and responsive? Where are the places you can take a risk?

14. Center for Changing Lives Revised Spring 2013 Eligibility and Crisis Screening Appt: Income Supports with Case Manager External Referrals for Crisis Services: Emergency Food Shelter & Interim Housing Emergency Medical or Mental Health Care IC Intensive Case Management Appt: Housing and Financial Coach Orientation (1 hour) AE2 Housing Placement Homeless Prevention Credit & Asset Building Emergency Fund & ACA Walk-Ins Only Job Placement Job Readiness Workshop Visit: Resource Room EW RR Appt: Employment Coaches EC Appt: Housing and Financial Coaches FC CFA AE1 Appt: Intake with Intake Worker and ACA Walk-In Services

15. Job Placement (Subsidized and Unsubsidized) Visit: Resource Room Appt: Fin. Coach CFA Appt: IS Coach Orientation U-Turn Permitted Urban Weatherization (UWI) U-Turn Xpress Assessment UWI (5 weeks) CFA Income Supports Financial Computer Class North Lawndale Employment Network Creating a Community That Works Meet with Job Developer U-Turn Xpress (1 weeks) U-Turn Permitted (4 weeks) CFA CTA Moving Forward