1. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Coordinated Service Delivery in the One-Stop: Customized Support Teams Elena Varney, MS, CRC National Center on Workforce and Disability/Adult www.onestops.info Maria Perez, VOLAR CIL

2. National Center on Workforce and Disability/Adult Technical Assistance to 26 projects nationally -20 Customized Employment Projects -6 Workforce Action Grants Information on Demand: 1-888-886-9898 www.onestops.info National Center on Workforce and Disability/Adult Technical Assistance to 26 projects nationally -20 Customized Employment Projects -6 Workforce Action Grants Information on Demand: 1-888-886-9898 www.onestops.info

3. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Diverse Populations Complex Lives -Displaced homemakers - Low literacy -Ex-offenders- Poverty -Welfare recipients- Language barriers -Youth/Older workers- Cultural differences -People with disabilities- Lack of skills/work hx -Veterans- Child care needs - Homelessness -Displaced homemakers - Low literacy -Ex-offenders- Poverty -Welfare recipients- Language barriers -Youth/Older workers- Cultural differences -People with disabilities- Lack of skills/work hx -Veterans- Child care needs - Homelessness

4. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Lomaland Customer Flow

5. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Usability of System by Customers  Confusing to navigate (physically and/or programmatically)  Too many handoffs  More assistance needed to access  Time and staffing investment  Dropouts at each level  Confusing to navigate (physically and/or programmatically)  Too many handoffs  More assistance needed to access  Time and staffing investment  Dropouts at each level

6. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Customized Employment: Breaking Down Barriers One size does not fit all Flexibility of staff roles allows for modifications in the ways in which services are provided, based on the individual’s needs

7. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Traditional Case Management Roles  Assessing  Planning  Coordinating  Referring  Conducting Follow up  Documenting  Assessing  Planning  Coordinating  Referring  Conducting Follow up  Documenting

8. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Challenges within the Case Management Model  Gate-keeping  Decision-making  Control  Service Fragmentation  Strain on resources  Holding patterns  Dropouts  Gate-keeping  Decision-making  Control  Service Fragmentation  Strain on resources  Holding patterns  Dropouts

9. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Service Coordination: The New Direction  Characteristics of Service Coordination Person-centered Collaborative, interdisciplinary teams Team approach to service delivery  Characteristics of Service Coordination Person-centered Collaborative, interdisciplinary teams Team approach to service delivery

10. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Current Applications Service Coordination is a valued approach across many disciplines:  Independent Living  Child and Family Services  Department of MR/DD  Special Education  Student support teams across MA Service Coordination is a valued approach across many disciplines:  Independent Living  Child and Family Services  Department of MR/DD  Special Education  Student support teams across MA

11. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org WIA & Service Coordination Customized Support Teams to provide customized employment for positive outcomes through Lomaland

12. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org TACE: Enhancing the capacity of Lomaland to serve people with disabilities Goal #1 Integrate CE services with existing services, the URGWDB and partners will … link training, job development with CE for pwd through the Upper Rio Grande @ Work Career Center... Goal #1 Integrate CE services with existing services, the URGWDB and partners will … link training, job development with CE for pwd through the Upper Rio Grande @ Work Career Center...

13. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Establishing Customized Support Teams in Lomaland  Customer driven  Core members: Job Training; Employer Services; DARS; TACE  Expanded members: BPAO; FBCO; MR/DD, schools, TANF, Medicaid, etc.  Customized employment facilitator (later rotated)  Customer driven  Core members: Job Training; Employer Services; DARS; TACE  Expanded members: BPAO; FBCO; MR/DD, schools, TANF, Medicaid, etc.  Customized employment facilitator (later rotated)

14. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Customized Support Team Model customer TACE TANF benefits planner VET rep WIA staff DARS school

15. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Customized Employment: A generic process  Recruitment, identification, information and acceptance of participants  Identification of the participant’s strengths, needs and interests: Discovery, Assessments, Classes, etc.  Accounting for discovery: report, profile, portfolio, etc.  Customized employment planning Adapted from Employment for All  Recruitment, identification, information and acceptance of participants  Identification of the participant’s strengths, needs and interests: Discovery, Assessments, Classes, etc.  Accounting for discovery: report, profile, portfolio, etc.  Customized employment planning Adapted from Employment for All

16. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Customized Employment: A generic process  Advice for participants  Resource identification  Personal budget development and negotiation  Preparation for job development representation: portfolios, resumes, recommendations, etc.  Advice for participants  Resource identification  Personal budget development and negotiation  Preparation for job development representation: portfolios, resumes, recommendations, etc. Adapted from Employment for All

17. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Customized Employment: A generic process  Job development representation for negotiation of customized relationships  Job site analysis and supports  Collection of data: Outcome, participant and employer satisfaction, process  Re-employment supports  Job development representation for negotiation of customized relationships  Job site analysis and supports  Collection of data: Outcome, participant and employer satisfaction, process  Re-employment supports Adapted from Employment for All

18. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Support Teams in Action Recruitment The one-stop PR person calls on special ed classes in local schools with info and brochures on CE. DARS counselors encourage clients to apply for CE services within the One-Stop. Recruitment The one-stop PR person calls on special ed classes in local schools with info and brochures on CE. DARS counselors encourage clients to apply for CE services within the One-Stop. Adapted from Employment for All

19. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Support Teams in Action Discovery: Job service interviewers make calls to teachers, counselors and former employers of a participant. The disability program navigator coordinates the discovery activities of the CST. Discovery: Job service interviewers make calls to teachers, counselors and former employers of a participant. The disability program navigator coordinates the discovery activities of the CST. Adapted from Employment for All

20. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Support Teams in Action Accounting for Information: A job service staff with an interest in photography offers to take photos of a participant volunteering at a local nursing home for her portfolio development. Local workforce board office assistants type short vignettes of participants. Accounting for Information: A job service staff with an interest in photography offers to take photos of a participant volunteering at a local nursing home for her portfolio development. Local workforce board office assistants type short vignettes of participants. Adapted from Employment for All

21. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Support Teams in Action Planning A job training staff person with skills in meeting facilitation facilitates a customized plan with assistance from a DARS counselor. Resource room staff with computer graphics skills capture plan outcomes in an attractive, creative format. Planning A job training staff person with skills in meeting facilitation facilitates a customized plan with assistance from a DARS counselor. Resource room staff with computer graphics skills capture plan outcomes in an attractive, creative format. Adapted from Employment for All

22. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Support Teams in Action Advice: The senior volunteers who run the resource room help desk offer advice on interest options for participants. An ILC representative offers advice on the potential effectiveness of various computer input devices for participants. Advice: The senior volunteers who run the resource room help desk offer advice on interest options for participants. An ILC representative offers advice on the potential effectiveness of various computer input devices for participants. Adapted from Employment for All

23. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Support Teams in Action Job Development A job service job developer partners with a local contract provider to make initial job calls to local employers. A DARS counselor accompanies a participant who wishes to negotiate their own customized outcomes. Job Development A job service job developer partners with a local contract provider to make initial job calls to local employers. A DARS counselor accompanies a participant who wishes to negotiate their own customized outcomes. Adapted from Employment for All

24. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Simplified Steps to Customized Support Teams 1.participant resource identification 2.expanding teams according to individual resources/needs & team expertise 3.identifying service delivery needs 4.determining team roles 5.coordination/facilitation 6.ongoing TA/problem solving 1.participant resource identification 2.expanding teams according to individual resources/needs & team expertise 3.identifying service delivery needs 4.determining team roles 5.coordination/facilitation 6.ongoing TA/problem solving

25. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org CST in Alaska Team members are trained and coached on providing customized employment services, expanding the array of providers of discovery, profile development, and customized job development Jacob

26. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org CST in Tennessee Blending of funding and resources supports the potential of job seekers with disabilities and provides the generic and disability workforce systems with the funding and resources to develop, support, and sustain services for people with significant disabilities.

27. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org CST in Maryland Exploration: CEP, school, CRP Job development: WIA Career Specialist Follow up support: CRP, MR/DD Exploration: CEP, school, CRP Job development: WIA Career Specialist Follow up support: CRP, MR/DD Joey

28. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Outcome characteristics  Each position over 20 hours – counts towards WIA performance measures  Employees working over 90 days – counts as a case closure for DARS  Disability employment service providers received assistance with job development efforts, provide long-term follow-up services, and placement counts toward continued funding  Each position over 20 hours – counts towards WIA performance measures  Employees working over 90 days – counts as a case closure for DARS  Disability employment service providers received assistance with job development efforts, provide long-term follow-up services, and placement counts toward continued funding

29. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Customized Support Teams in El Paso

30. National Center on Workforce and Disability/Adult www.onestops.info Institute for Community Inclusion, UMass Boston www.communityinclusion.org Coming together is a beginning. Keeping together is progress. Working together is success. Henry Ford People who work together will win, whether it be against complex football defenses, or the problems of modern society." Vince Lombardi football coach for the NFL (1913-1970)