Beyond the Call Center

1. Beyond the Call Center Using the I&R Database to interact with Clients, Agencies, and Community Members

2. Welcome Please take a moment to connect to the AIRS Twitter feed @ #AIRS2013

3. Lindsey Younger, MA CEO & President lindsey@resourcegenesee.org • Kasie White, LLMSW, MSW Director One Stop Resource Center ReMix Genesee kasie@resourcegenesee.org • TinaMarie Hubbard Database Manager tinamarie@resourcegenesee.org

4. Resource GeneseeMission Statement Resource Genesee is dedicated to building and sustaining a stronger Genesee County by providing relevant human services that are consistently available, accessible and responsive to the community. www.resourcegenesee.org

5. Resource Genesee has been a vital part of Genesee County since 1997. Its roots go even deeper. Previously known as The Resource Center, Resource Genesee was created as a merger of Leadership Flint (started in 1973 and now known as Leadership Genesee), the Flint Executive Service Corps (created in 1983), the United Way Voluntary Action Center (started in 1966) and First Call for Help (which dates back to the 1940s). All of these important efforts joined together to become . .

6. Now Resource Genesee has many programs • Information Services– Call Center • One Stop Resource Center– Homeless Programs • Homeless Outreach • Hands On Genesee/ Volunteer Services • ReMix Genesee– Disconnected Youth 16-24 • Leadership Genesee– Development of Community Leaders

7. What makes us unique?

8. What makes us unique?

9. TinaMarie Hubbard Database Manager

10. Information ServicesCall Center • Database maintained locally • 2-1-1 calls are handled through Central Michigan 2-1-1 • 767-0500 why it’s unique • Database and Source book

11. Revenue through the sale of the Community Source Book

12. Creation of Specialized Data information for specific Target Populations • Summer Youth Activity Guide • Targeted to Youth birth-18yrs and their parents in Genesee County • Partners and Funding Sources • Technical Assistance— • University of Michigan-Flint • Quick Reference Sheet

13. Community Collaboration • Creation of a Pathway to use the Database in multiple ways to assist many target populations: Literacy Collaboration Criminal Justice Human Services and At Risk Populations Home Visitation Services Hub LifeLines

14. Kasie White, LLMSW, MSW Director

15. One Stop Resource Center • The clients of Resource Genesee’s One Stop often cannot access shelter, food, or clothing for a variety of reasons: no service available, clients are ineligible; clients choose not to stay in a shelter, no home address, no picture identification card, and/or no birth certificate.

16. Resource Genesee’s One Stop Resource Center addresses and meets the needs of the homeless and near homeless populations in Genesee County, in one convenient location. • As the primary point of entry for those who are homeless, at-risk of becoming homeless, or have special needs, the One Stop provides access to vital community resources with a physical “No Wrong Door” approach. • This approach is an attitude amongst service providers who are willing to work in collaboration, so that at any point a client enters the system they can receive assistance. The ultimate goal of for each client is sustainable, safe and affordable housing. Currently there are eleven separate agencies housed within the One Stop program.

17. Having the ability to seek many services in an easily accessible location makes our clients’ experience more positive and they are more likely to either stay in their current homes or find affordable housing. Because our clients have many problems, the variety of services offered at One Stop helps to ensure that clients can be moved along life’s experience continuum from unstable to more stable.

18. One Stop clients have access to the following programs: • Intake, assessment and referral services/ Eco Map • Personal hygiene items • Laundry facilities • Clothing • Mail services • Case management services (Emergency Solution Grant clients {ESG}) • Housing services – security deposits, rental assistance, utility assistance, furniture and appliances (when available) • Securing identification – driver’s licenses, birth certificates, etc. • Access to community service providers including: Medicaid applications, SSI and SSDI applications, counseling and job preparedness programs, computer access and sack lunches.

19. Community Collaboration Creation of The Little Yellow Book • Why its important and valuable • Direct Client Service Delivery Community Collaboration • CoC/ Community Collaborative/ United Way Basic Needs Strengthening Families Systems of Care • Database through Information Services • HMIS (Homeless Management Information Services) • Funders and Partners

20. Taking what was ~2~ what IS Kasie White, LLMSW, MSW Director

21. As a community response to the epidemic unveiled by the Hidden Crisis Report, ReMix program was formed. ReMix is a virtual resource center for disconnected youth (ages 16 to 24), that utilizes social networking and technology based information systems to assist youth navigate through barriers with in Genesee County through virtual case management. • ReMix asks the question: • I NEED HELP WITH… • Education • Employment • Everything Else -- such as housing, food, healthcare, clothing Genesee Taking what was ~2~ what IS

22. ReMix has created a safe, supportive, and meaningful setting that promotes the ongoing participation and leadership of disconnected youth. • Key elements of success include: • Intentionality and commitment • Local knowledge of and connections to disconnected youth populations • Adult allies with key capacities • Resources and a stable presence over time • Asset-based approach that builds on the knowledge, skills, and aspirations of disconnected youth. • Virtual Case Management • Social Networking and Website Database

23. Technology Based Program • ReMix Genesee created a Data Base for Youth who are struggling to access programs and services www.remixgenesee.org • ReMix uses Social Networking as a platform to reach youth in a way that they receive information • Facebook– LIKE ReMix Genesee • Twitter– FOLLOW ReMix Genesee • LinkedIN • YouTUBE

25. Youth 4-1-1 • Targeted to Disconnected Youth of Genesee County • Content • Partners and Funders • Technical Assistance • University of Michigan-Flint School of Social Work • Printed four editions but is available electronically annually

26. Replication: Work with partnerships you already have: • Community Collaborative/County Multi-Purpose Bodies • Human Service Agencies • Colleges and Universities • Agencies/Groups serving the homeless population of your area

27. Prove your worth • Deliver statistics and reports in a timely manner • Offer to assist with community projects/grant writing that will require unmet needs stats or top five needs, etc. • Offer to work on smaller targeted directories for the community • Don’t be really picky about who gets the credit

28. Broach the subject of getting paid for your assistance early in the process • The sooner your colleagues understand that you can’t work entirely for free the better • One of the defenses of charging is that your colleagues can always go to the website and find the information on their own – that part IS free • But the time and expertise to put a targeted directory together has a value/cost to your agency

29. Direct client service delivery is the next step in information and referral services • Use of the partnerships already created for directories/grant writing to partner in one location to better serve clients win-win • Specific agency/homeless prevention services available • Other services available via database and case management

30. Funders • Prove your worth – spend their money the way you said you would • What’s in it for them – does it match their mission? • Partnerships/Collaboration are always a good thing with funders

31. Case Study 1 My family is made up of my partner and myself and our 2 foster children. We have been foster parents since they were 2 and 4 years old. The children are now 10 and 12 both in public school and experiencingsome recent behavior problems during school hours. My partner has recently been laid-off from her nursing position at a local hospital. She tested positive for benzodiazepines during a random drug screen. This has caused extreme problems within our family/home life. • Please discuss and decide what information is important for the most effective referrals. List the information below and then we will discuss as a group.

32. Case Study 2 I am currently homeless; I have 3 children 14, 12, 3. It is Friday at 4pm and I have run out of resources and have never been faced with this situation before. Where do I go for assistance? How do I find out what is available for myself and my children? What programs and/ or services are available to me? Please discuss and decide what information is important for the most effective referrals. List the information below and then we will discuss as a group.

33. Case Study 3 Mr. Jones is 40 years old and lives in Mt. Morris, Michigan. He has called because he would like a bus ticket to California. His friend Ms. Miller recently moved to California and has offered to let him stay with her; he also believes he has a job waiting for him. Mr. Jones believes someone has been trying to enter his house without his permission, but calls to the police have not been answered. His brothers, John and Simon, disappeared recently and he is fearful of a man named Wolf. Mr. Jones is so fearful of Wolf that he refuses to leave his house. He is quickly running out of food and other basic necessities. He takes medication for anxiety and also uses an inhaler for severe asthma, Both medications are almost empty. His local church told him to call 2-1-1. Please discuss and decide what information is important for the most effective referrals. List the information below and then we will discuss as a group.

34. Case Study 4 ReMix was contacted by a case manager from Job Corps, stating that there is a 20 year old female who is being forcibly exited from Their program 3 weeks early due to a report made by a resident assistant. The 20 year old female has 2 children and relocated from Alabama to Genesee County Job Corps. She is 3 points shy of completing her program requirements for graduation. What options are in place for a youth who has been terminated from services at an agency due to a Violation of policy? ReMixvirtual case management is seeking some available and feasible resources for short term and long term assistance for this 20 year old mom. Should this call be referred to 2-1-1? Please discuss and decide what information is important for the most effective referrals. List the information below and then we will discuss as a group.

35. Lindsey Younger, MA CEO & President lindsey@resourcegenesee.org Kasie White, LLMSW, MSW Director One Stop Resource Center ReMix Genesee kasie@resourcegenesee.org TinaMarie Hubbard Database Manager tinamarie@resourcegenesee.org

36. Thank you for Attending Beyond the Call Center Please take a moment to connect to the AIRS Twitter feed @ #AIRS2013