1. Problem Solving To Fill in the Gaps
Kelly Stephens, CIRS, CCMS
2-1-1 Texas Panhandle/United Way Helpline Director

2. Ash Sweeney Quotes
Years of education, solving tough problems, handling complex issues, yet we take a while standing before glass doors thinking whether to Push or Pull.

3. What gets a person to this point?
Crisis
Bad Choices
Responsibility of others well being
Unexpected life change/New Situation

4. You are the perceived expert The caller expects:
Professionalism
Empathy
Subject matter expert
Help or direction (most important)

5. What happens when there is not a resource to help the caller?
Get angry
Emotional
Feel deceived by the specialist, the referring party or both
Feel defeated
Feel Hopeless

6. How can problem solving mitigate these issues?
Gives the caller hope
Gives the caller empowerment
Gives the caller the expert they expected and deserve

7. Only in math problems can you buy 60 cantaloupes and nobody asks what the heck is wrong with you
unknown

8. Developing a Problem Solving Cue Card
Decide what the gaps in services are for your area
Look at each gap individually
What resources are available in your area to assist with the need

9. Prescription Assistance
Have you asked your Doctor for samples?
Have you taken the $4.00 formulary to your physician and asked for medication on the list?
Did you know that although Medicaid only pays for three prescriptions per month you can ask for 90 day prescriptions so that Medicaid pays for 9
Have you spoken to the pharmacist about other programs that assist with payment (Family Wize)

10. ACTIVITY Break up into groups (typically 8 per group)
Each group will choose a Problem Solver
Each person in the group will be given a number that cannot be shared
The Problem Solver must put the group in numerical order
The Problem Solver can ask a total of three questions of each group member but cannot ask, what is your number?
The group member cannot say their number out loud or hold up fingers
Have a time keeper

11. What were your challenges?
How creative did you get with your questions?
How long did it take?

12. We can’s solve problems by using the same kind of thinking we used when we created them
Albert Einstein

13. Building a financial safety net for gaps through Faith based organizations
Do you have a financial gap for basic needs? What are they?
Who would be the best entity to administer the program?
Would it fit into your outreach?

14. Let’s get started Set a meeting to determine interest
What is the focus ( rent, id’s, diapers etc.) Choose the largest unmet need
Who will administer the program
Do they have the financial capability
Set the rules, Criteria, documentation required, who can make a referral
What roll will your contact center play

15. Quick Facts The Faith Based Program IS: •
Quick Facts The Faith Based Program IS: • Volunteer; churches only help when they feel compelled to do so • Exists to help situations/clients which aren’t being assisted through other local programs and are falling through the cracks • Exists to help local Faith Based Communities find and direct clients to Texas for assistance and utilize established programs • Anonymous to the clients being assisted Requests for assistance and needs are verified before contacting Communities of Faith (this might include lease agreement, employment status, unfortunate or uncontrollable circumstances which led to the need, identification, verifiable bill (rent or electric bill) or need (such as work boots)

16. Recruiting Local Faith Based Organizations •
Recruiting Local Faith Based Organizations • Send out initial Request Letter and follow-up in person one week later (try to put a person’s name on the letter to make a stronger connection) • Stress that the program is voluntary • How the program can benefit the church (the program has been very beneficial to small churches that don’t have funds and have few staff to help during the week) • Stress the massive amount of information Texas processes to help clients in need in the community

17. Benefits 2-1-1 does the research for you
Your staff always have the ability to direct someone for help
Can give financially when funds are available
Be sure that individuals are accessing available programs first
Free access to experts of Information and Referral regarding local community services

18. Every successful individual knows that his or her achievement depends on a community of persons working together. Paul Ryan

19. Now What? Mail update requests to churches approx. every 6 months
Make e list of all churches/spiritual organizations in region and have ongoing possibilities and mailings/follow-ups
Have some kind of contact Monthly
Let them know how they are making a difference through a news letter (Example in your handouts)
Contact, Contact, Contact (anything to keep them in the loop)

20. Communities of Faith Contribute four different ways
Want to be called every time there is a need
Only want to be called if there is not another contributor
Want folks to be sent directly to the church with a referral
Send a monthly check to build up the “fund”

21. We cannot seek achievement for ourselves and forget about progress and prosperity for our community... Our ambitions must be broad enough to include the aspirations and needs of others, for their sakes and for our own. Cesar Chavez

22. Thank You Kelly Stephens, CIRS, CCMS
2-1-1 Texas Panhandle/United Way Helpline Director