NCSERVES-COASTAL In-Progress Review Year 1. December 13, 2017

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Winfred Barnett
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1 NCSERVES-COASTAL In-Progress Review Year 1 December 13, 2017

2 AGENDA Welcome, Introductions, & Opening Remarks Our Origins Our Clients Our Providers Our Impact Looking Forward Jerrick Vernon Network Director, NCServes-Coastal Marcia Wright Board Chair, ECHSA Daphany Hill Executive Director, ECHSA Matt Feldhaus Program Manager, IVMF Ron Massey Assistant City Manager, City of Jacksonville Matt Feldhaus Program Manager, IVMF Lisa DeJonge Program Manager, IVMF Jerrick Vernon Network Director, NCServes-Coastal Brianna Torres Outreach Specialist, NCServes-Coastal Jerrick Vernon Network Director, NCServes-Coastal Matt Feldhaus Program Manager, IVMF Lisa DeJonge Program Manager, IVMF Gilly Cantor Program Evaluation Manager, IVMF Jerrick Vernon Network Director, NCServes-Coastal Lisa DeJonge Program Manager, IVMF

3 WELCOME & INTRODUCTIONS

4 MARVIN FREEMAN, JR. March 19, 1971 June 11, 2017 IN HONOR OF MARVIN S PASSION AND POSITIVE SPIRIT, THE IVMF IS CREATING AN ANNUAL COMMUNITY OF PRACTICE SCHOLARSHIP TO SUPPORT COORDINATION CENTER AND PROVIDER STAFF MEMBERS IN SEEKING PROFESSIONAL DEVELOPMENT OPPORTUNITIES.

5 OUR ORIGINS

LIMITED COORDINATION PROMOTES FRAGMENTATION, LIMITED VISIBILITY AND

6 LOCAL, REGIONAL AND STATE LEADERS IN MILITARY-CIVILIAN COMMUNITIES HAVE BEEN TRYING FOR YEARS TO COORDINATE PROGRAMS AND SERVICES. LIMITED COORDINATION PROMOTES FRAGMENTATION, LIMITED VISIBILITY AND LIMITED ACCESS AND, THEREFORE, BENEFIT. CAPTAIN RICK WELTON, U.S. NAVY (RET.)

7 THE EVOLUTION OF NCSERVES Enlisting support from public + private stakeholders Evolving into broadest state utilization of the model o Central Carolina o Coastal o Metrolina o Western BUILD SUSTAIN PARTNER PIONEER TRANSFORM Community launched a network that is coordinating services Expanding impact through relationships Enhancing technology to innovative new versions!

NCSERVES-COASTAL SNAPSHOT LIVE SINCE NOV 2016 SERVING 20 COUNTIES WITH A VET POPULATION OF 153,943 TOP

Network Users 85% Military Member or Veteran 9% Spouse, Family Member or Caregiver 6% Undisclosed 64%

Undisclosed 7% 7% 2% 5% 26% 16% 17% 21% Post-9/11 Persian Gulf War Post-Vietnam War Vietnam War

8 NCSERVES-COASTAL SNAPSHOT LIVE SINCE NOV 2016 SERVING 20 COUNTIES WITH A VET POPULATION OF 153,943 TOP NEED: HOUSING & SHELTER 549 Unique Members 1,089 Service Requests 58 Participating Organizations 150+ Network Users 85% Military Member or Veteran 9% Spouse, Family Member or Caregiver 6% Undisclosed 64% Male 23% Female 13% Undisclosed 18 to to to to to to 74 Over 75 Undisclosed 7% 7% 2% 5% 26% 16% 17% 21% Post-9/11 Persian Gulf War Post-Vietnam War Vietnam War Pre-Vietnam War Undisclosed 40% 12% 17% 7% 1% 24% 19% 17% 4% 4% CLIENTS BY COUNTY 56% Onslow New Hanover Duplin Undisclosed Other

9 OUR CLIENTS VETERAN SPOTLIGHTS WHO ARE WE SERVING? WHAT DO OUR CLIENTS NEED?

10 BRANDON A SINGLE, MALE ARMY VETERAN IN HIS THIRTIES LOST HIS JOB WHEN HIS EMPLOYER WENT OUT OF BUSINESS. HE WAS EXPERIENCING ADDITIONAL FINANCIAL STRAIN WHILE CARING FOR HIS MOTHER, HAD FALLEN BEHIND ON RENT, AND WAS FACING EVICTION. September 2017 BRANDON SELF- REFERRED INTO THE COORDINATION CENTER (CC) SEEKING EMPLOYMENT ASSISTANCE. THE CC COMPLETED THE INTAKE PROCESS AND UNCOVERED THREE ADDITIONAL BARRIERS HE WAS FACING: TRANSPORTATION, HOUSING, AND BENEFITS TO FURTHER HIS EDUCATION. THE CC REFERRED BRANDON TO THREE NETWORK PROVIDERS: SMITHFIELD HOG PRODUCTION EAST DIVISION (EMPLOYMENT), NABVETS, INC. EASTERN, NC (TRANSPORTATION), AND ONSLOW COUNTY VETERANS SERVICES (BENEFITS) THE CC REQUESTED DOCUMENTATION NECESSARY TO ASSIST BRANDON WITH HIS HOUSING ISSUE, AND REFERRED HIM TO ANOTHER PROVIDER.

11 WITHIN A MONTH, THE COORDINATION CENTER WAS ABLE TO IDENTIFY AND ADDRESS MULTIPLE NEEDS. BRANDON WAS SUCCESSFULLY REFERRED FOR EMPLOYMENT/TRANSPORTATION ASSISTANCE, RECEIVED INFORMATION REGARDING EDUCATIONAL BENEFITS, AND HIS EVICTION WAS PREVENTED. SMITHFIELD HOG PRODUCTION CONTACTED BRANDON TO ADVISE HIM HOW TO APPLY FOR EMPLOYMENT NABVETS CONTACTED BRANDON AND CONFIRMED TRANSPORTATION ASSISTANCE WOULD BE PROVIDED PENDING HIS EMPLOYMENT WITH SMITHFIELDS ONSLOW COUNTY VETERANS SERVICES SCHEDULED AN APPOINTMENT WITH BRANDON TO COUNSEL HIM ON HIS GI BILL BENEFITS FAMILY ENDEAVORS MET WITH BRANDON, PARTIALLY RESOLVED HIS RENT, AND ESTABLISHED A PAYMENT ARRANGEMENT FOR THE REMAINING BALANCE October 2017

12 WHO ARE WE SERVING? NCServes-Coastal fielded 1,089 requests from 549 unique clients in its first year. Clients Service Requests FROM Q1/Q2 TO Q3/Q4: Q1 Q2 Q3 Q4 Slow and steady growth trend Average number of requests per client is increasing 59% 7% REQUESTS BY SOURCE +2.5% points Increase in the number of female veterans served +13.0% points Increase in the number of Post-9/11 veterans served 34% Web Form Requests Coordination Center Network Organization The share of referrals coming from providers has increased every quarter.

the Other 11 Service Types Q1 & Q2 Q3 & Q4 Housing &

Legal Money Management 16 20 25 30 14% Individual &

13 WHAT DO OUR CLIENTS NEED? The four most requested services have not changed since launch. Most Requested Services Service Requests: Demand for the Other 11 Service Types Q1 & Q2 Q3 & Q4 Housing & Shelter Food % Transportation Employment Legal Money Management % Individual & Family Support Utilities Education % Health Benefits Clothing & Household Goods % Social, Spiritual, Sports 5 8

14 OUR PROVIDERS PROVIDER GROWTH PROVIDER ENGAGEMENT CORE PROVIDER EFFORTS

AS OF TODAY, NCSERVES-COASTAL HAS 58 REGISTERED PROVIDERS Provider Growth Pre-Launch Q1 Q2 15 34 42 Q1 Q2 Q3 Providers Making Referrals 6 12 12 Q1 Q2 Q3 Providers Receiving Referrals 17 24 23 Q3 46

15 AS OF TODAY, NCSERVES-COASTAL HAS 58 REGISTERED PROVIDERS Provider Growth Pre-Launch Q1 Q Q1 Q2 Q3 Providers Making Referrals Q1 Q2 Q3 Providers Receiving Referrals Q3 46 Q4 14 Q4 30 Q4 55 Today 58 Q3 LEADERBOARD 34 ECHSA 29 NCWorks Career Center-Onslow County 6 USO of NC 5 R*O*C4VETS Q4 LEADERBOARD 114 ECHSA 12 Onslow County Veterans Services 10 Morehead City-Beaufort Elks Lodge # NABVETS, Inc.

16 SPOTLIGHT: CORE PROVIDER EFFORTS About our summer efforts to increase provider engagement WHY IS PROVIDER ENGAGEMENT SO IMPORTANT? Effective care coordination depends on network utilization Smarter referrals Higher level of accuracy about client needs and program eligibility Save client time and effort Visibility on the clients you refer Better reporting and analytics for the community WHAT DOES IT MEAN TO BE A CORE PROVIDER? Meet one-on-one with Coordination Center Keep profile information current Get buy-in at all levels of your organization Ensure up to date licenses and training for the appropriate staff members Become an ambassador to other providers and in the community Make referrals into the network Be responsive to referrals you receive

17 Average # of Referrals Per Week SPOTLIGHT: CORE PROVIDER EFFORTS Positive results of our summer efforts to increase provider engagement Coordination Center Org (ECHSA) County VSO (Onslow County) All Network Providers /week /week Small gain, but doubled Launch - 4/30/17 After 5/1 0.0 Launch - 4/30/17 After 5/1 0.0 Launch - 4/30/17 After 5/1

18 OUR IMPACT TIMELINESS APPROPRIATENESS CROSS-NETWORK SNAPSHOT

19 TIMELY & APPROPRIATE REFERRALS The network ensures that clients receive targeted and coordinated care, more quickly Median Service Episode Length (days) Overall Benefits Housing & Shelter 15 Q Days to Match a Referral to a Provider Q Days to Match a Referral to a Provider Q1 Q2 Q3 Q4 From Q3 to Q4, time to find an appropriate provider decreased, while overall time to serve our clients increased.

20 SUCCESSFUL OUTCOMES Since launch, 74% of service requests have been resolved by the network, allowing more veterans, TSMs, and family members to obtain their desired service. From Q3 to Q4, the share of clients unable to be contacted increased from 5.9% to 13.3%. Fewer and fewer requests are being referred out of network as more providers are onboarded % Closed Service Requests Resolved Overall Benefits Housing & Shelter Q1 Q2 Q3 Q4

CROSS-NETWORK SNAPSHOT NETWORKS Q4 DATA COMPARISONS Indicator Purpose Indicator Description NCServes Coastal SCServes NCServes Central PAServes Pittsburgh NCServes Metrolina NYServes NYC Growth #

21 CROSS-NETWORK SNAPSHOT NETWORKS Q4 DATA COMPARISONS Indicator Purpose Indicator Description NCServes Coastal SCServes NCServes Central PAServes Pittsburgh NCServes Metrolina NYServes NYC Growth # Unique New Clients # New Service Requests Reach / Balance % Self-Referrals % Provider Referrals 51% 49% 73% 27% 80% 20% 66% 34% 53% 47% 78% 22% Engagement % Made 2+ Referrals % Received 2+ Referrals 16% 38% 19% 30% 5% 26% 21% 33% 21% 33% 12% 31% Timeliness Referral to Provider Match Total Service Episode 5.66 days days Appropriateness % Resolved Requests 66% 72% 73% 75% 71% 46%

22 LOOKING FORWARD OUR GOALS COMMUNITY OF PRACTICE UPDATES, DISCUSSION, QUESTIONS

OUR GOALS Network Expansion Onboard more providers in New Hanover County Deeper expansion into Wilmington Partner with VSOs and Career Offices around the region Provider Engagement Schedule a meeting

23 OUR GOALS Network Expansion Onboard more providers in New Hanover County Deeper expansion into Wilmington Partner with VSOs and Career Offices around the region Provider Engagement Schedule a meeting with your Coordination Center Group discussions with network providers Make a referral by the end of 2017! Local CoP Participation Monthly calls begin in January Read-aheads with data will be provided Quarterly newsletters

24 IN ADDITION TO THE LOCAL CoP, WE ARE BUILDING OUT REGIONAL AND NATIONAL COMMUNITIES OF PRACTICE CALLED PRACTICE360 AS WELL AS OFFERING ADDITIONAL INSIGHTS AND SUPPORT TO FURTHER ARM OUR PARTNERS WITH THE PROPER TOOLS TO COORDINATE CARE. Insights Communicate data in an interactive, flexible way Provide more tools to help you collaborate and coordinate care Illustrate the evolution of networks over time Support Continue on-the-ground support of networks Provide more training, materials, and offerings Practice360 Local: Local CC and providers Regional: All regional coordination centers (e.g. Carolinas CoP) National: All national network coordination centers and providers

25 THANK YOU AND CONGRATULATIONS!

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