Moving to Universally Accessible and Responsive Services – IOWA’s Experience Region V Disabilities Training March 3 & 4, 2004 Doug Keast, Iowa Workforce Development

A State-wide Problem Solving Approach

To Ponder…. How do our understanding of and practices in policy and accountability impact customer services?

n Governor Branstad established a “Target Alliance” of business, labor and government representatives n Asked to review workforce services n Voiced concern over fragmentation of services n “How can someone possibly make their way through the maze to find the best mix of services for them?”

Creation of “One-Stop” n 1994 – DOL Grant to Pilot “One-Stop” n 1996 – Iowa’s Reform Legislation establishing “One-Stop” Workforce System n 1998 – WIA authorization and implementation begins n 1998 – Iowa receives two State Partner Initiative (SPI) Grants – SSA and RSA n 2000 – Iowa receives related DOL, SSA and CMS grants

Work Incentive Grant Partners n Iowa Workforce Investment Board n Iowa Workforce Development n Iowa Dept. of Human Services n Iowa Dept. of Human Rights n Iowa Governor’s Council on Developmental Disabilities n State Independent Living Council n Iowa Creative Employment Options n Iowa Division of Vocational Rehabilitation Services n Iowa Department for the Blind n Iowa Association of Community Providers n Drake University Rehabilitation Institute n Iowa Dept. of Education

Defining Collaboration n Cooperation n Coordination n Collaboration

Statewide Focus - 3 Levels n Regional n State Partner n Policy Multiple levels – but local direction is key to effective collaboration

RSA n SPI – 1998 – Paths to Systems Change Focus on learning how collaboration develops on local level. Identified indicators of good collaborative systems as well as perceived barriers.

SSA n SPI – 1998 – Iowa Bridge to Employment Learn about the impact on employment through addressing support needs of job seekers on Social Security Benefits. Piloted making Benefits Planning available in 1-Stops n BPAO – 2000 – IMPACT Provides Statewide Benefits Planning services to Iowans n Youth Transition – 2003 – Smart Start Develop and demonstrate model for successful transition of students with disabilities

CMS Developing state’s infrastructure that makes Personal Attendant Services (PAS) available to Iowans that require it to maintain involvement in community activities – including employment

DOL n 2000 –WIG – State Agencies work as partners with RWIBs and local partners to address employment outcomes n 2003 – Navigator – pilot the Navigator role in six regions n 2003 – Youth Transition – use resource mapping to enhance transition outcomes n 2004 – Region 11 Customized Placement Grant

Identified in Local Focus Groups n Standards for accessibility do not translate evenly from Region to Region n Staff do not see themselves as “agents of a larger system” n Programs use different tools, forms and language n Sharing is not “rewarded” n There are questions about disclosure of disability for customers n Regions prefer to learn what works in other regions and have the state provide expertise in consultation

Things to Consider... n The more barriers are removed, the better customers may serve themselves. Universal Accessibility helps all job seekers. n Programs working together to develop services make them easier to use. When services are easier for customer to use, the outcomes improve. n Programs using common tools make them universally accessible. n Using more technology improves universal access

Local Direction is key to Customer Service n State Agency role to facilitate, recognize and share n Policy does not translate directly to service, unless it is used by local Boards and service agencies to support them in addressing the needs of their communities. “Compliance Thinking” does not translate well to customer service.

Key Outcomes n Demonstration and Opportunities to Share n Stronger State Level Coordination (Governance Board) n Collaboration Technical Assistance (A-Team) n State Memorandum of Agreement

Now on tap… n Looking for opportunities to replicate effective models demonstrated in Iowa and elsewhere n Learn about customized employment and business partnerships n Continue working toward universally responsive customer service system n Add more tools to our tool boxes

Thank You!!!