PAServes Greater Pittsburgh

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1 PAServes Greater Pittsburgh 3 Year In-Practice Review October 16, 2018 Human Engineering Research Laboratories Pittsburgh, PA

2 WELCOME & INTRODUCTIONS

3 AGENDA Welcome & Introductions Craig Douglas Chief Operating Officer, Pittsburgh Mercy Rachael Volpe Program Manager, IVMF Colonel (U.S. Army, Ret.) Jim McDonough Managing Director, IVMF Network Update Coordination of Care Community of Care Our Impact Jean Coyne Senior Manager, Intervention Services & PAServes Matt Gryskewicz Program Administrator, PAServes Michaela Diallo Team Leader, PAServes Aaron Melius Intake Specialist, PAServes Greg Whitehead Intake Specialist, PAServes Kevin Carmichael Intake Specialist, PAServes Colonel (U.S. Army, Ret.) Jim McDonough Managing Director, IVMF Gilly Cantor Program Evaluation Manager, IVMF Updates & Announcements Sam Kimler Account Manager, Unite US Michaela Diallo Team Leader, PAServes Rachael Volpe Program Manager, IVMF

4 NETWORK UPDATE NETWORK SNAPSHOT

5 We re not here for a paycheck - we re here to affect lives. - Matt Gryskewicz Program Administrator, PAServes

PASERVES-GREATER PITTSBURGH 3-YEAR SNAPSHOT LIVE SINCE OCT 2015 SERVING 3 COUNTIES WITH A VET POPULATION OF 117,623 TOP

Network Users 86% Military Members & Veterans 7% Spouses, Family Members & Caregivers 7% Undisclosed 68% Male 18% Female

Pre-Vietnam War Undisclosed 11% 19% 12% 2% 32% 25 to 34 35 to 44 45 to 54 55 to 64 65 to 74 Over 75 Undisclosed 11% 13%

6 PASERVES-GREATER PITTSBURGH 3-YEAR SNAPSHOT LIVE SINCE OCT 2015 SERVING 3 COUNTIES WITH A VET POPULATION OF 117,623 TOP NEED: INDIVIDUAL & FAMILY SUPPORT 3,223 Unique Clients 6,603 Service Requests 61 Participating Organizations 326 Unique Network Users 86% Military Members & Veterans 7% Spouses, Family Members & Caregivers 7% Undisclosed 68% Male 18% Female 14% Undisclosed Post-9/11 24% 18 to 24 1% Undisclosed 5% Air Force 13% Persian Gulf War Post-Vietnam War Vietnam War Pre-Vietnam War Undisclosed 11% 19% 12% 2% 32% 25 to to to to to 74 Over 75 Undisclosed 11% 13% 16% 20% 10% 4% 26% Navy 18% Marine Corps 14% Coast Guard 1% Army 49% Data Window: October 1, 2015 through September

7 COORDINATION OF CARE WHO ARE WE SERVING? WHAT DO OUR CLIENTS NEED? VETERAN PERSPECTIVES

8 WHO ARE WE SERVING? PAServes-Greater Pittsburgh has fielded 6,603 requests from 3,223 unique clients over three years. Q1 & Q2 Q3 & Q4 Q5 & Q6 Q7 & Q8 Q9 & Q10 Q11 & Q12 New Clients Service Requests Average number of requests per client to date: % 38% NOTABLE STATS ABOUT MILITARY AND VETERAN CLIENTS 14% - Female Local Vet Pop 7% Female 14% - Over 65 Local Vet Pop 57% Over 65 REQUESTS BY SOURCE TO DATE 47% Web Form Requests Coordination Center Network Organization The share of requests coming from network providers has increased year over year.

9 WHAT DO OUR CLIENTS NEED? Since launch, 80% of overall demand has been within six service categories. Number of Requests Share of All Requests Individual & Family Support % Housing & Shelter % Money Management % Clothing & Household Goods % Employment 617 9% From V2 to V3: In V2 of the Unite Us platform, requests for Clothing & Household Goods and Transportation were rolled up under Individual & Family Support. Over the last year Individual & Family Support 3% Clothing & Household Goods 27% Transportation 16% Benefits Navigation 538 8%

10 WHAT DO OUR CLIENTS NEED? Transportation and Legal each make up about 5% of overall demand. Service Requests: Demand for the Remaining Service Types Transportation 360 Legal 305 Health 264 About Health Services: Income Support Social Enrichment Education Utilities The service category Health is a roll-up of four different kinds of health services: Physical Health Mental/Behavioral Health Substance Use Wellness Food Assistance Sports & Recreation 24 21

11 VETERAN STORY: MJ We turned to PAServes because of the connection to resources on a nationwide level. - David Roudabush Outreach Coordinator, University of Pittsburgh U.S. Navy Veteran

12 VETERAN STORY: MJ Spotlight: AmericaServes Intranetwork Referral

VETERAN STORY: MJ I was really worried that I wasn t going to be able to pay my

Aaron got in touch with me and he really went out of his way to help me out.

It is definitely something that I will always remember.

13 VETERAN STORY: MJ I was really worried that I wasn t going to be able to pay my first month s rent after graduating college and barely starting a new job. Aaron got in touch with me and he really went out of his way to help me out. He reached out to so many organizations to make sure I got the help that I needed. It is definitely something that I will always remember. I want to thank the whole (PAServes) team over there and especially Aaron, for being my champion during a time of need.

VETERAN STORY: ROB When we learned that Robert had experienced a devastating house fire, we knew we had to take action.

After a brief conversation with Aaron at PAServes, I sent in the referral for Robert.

Our community had already begun to deliver food and household goods, all from PAServes providers.

14 VETERAN STORY: ROB When we learned that Robert had experienced a devastating house fire, we knew we had to take action. Regardless of this veteran s affiliation with our organization, or any others, it was obvious he needed the help of our community. After a brief conversation with Aaron at PAServes, I sent in the referral for Robert. Upon arriving at Robert s new home, he was very surprised to see the outpouring of support. Our community had already begun to deliver food and household goods, all from PAServes providers. I have to say that I was also surprised to see this network in action. Robert was overflowing with gratitude for all of us who had a hand in standing him back up on his feet." U.S. Army Veteran - Jim Yauger Program Manager, Mid-Atlantic Region Team RWB

15 VETERAN STORY: ROB In-Network Referrals

16 VETERAN STORY: ROB Out-of-Network Referrals Light CAP Program

17 VETERAN STORY: ROB My moment of need came around 2:30 a.m. on February 15, 2018, as a fire consumed the apartment building I was residing in. More than a dozen people lost everything and the building was completely destroyed. We were homeless PAServes was vital in connecting me to numerous resources that helped me get my life back together. They were able to connect me to programs that provided crisis assistance. Those same providers remained involved beyond the immediate needs ensuring I was on the path to complete my long term goals as well Goals that I have had since my discharge, but continued to put off as Life got in the way. Because of PAServes I now have stable, lasting supports in the veteran community. - Rob Chiappini U.S. Army Veteran

18 VETERAN STORY: KEVIN PAServes is an amazing network that transforms lives. Kevin s devotion to his fellow veterans is one that inspired me during our work with him I am incredibly happy for him and excited to see his growth." - Timothy Jones Service Navigator, Veterans Leadership Program U.S. Army Veteran

19 VETERAN STORY: KEVIN

20 COMMUNITY OF CARE COMMUNITY SPOTLIGHTS PROVIDER GROWTH & ENGAGEMENT

21 COMMUNITY SPOTLIGHT: HOUSE OF VETERANS

COMMUNITY SPOTLIGHT: ALLEGHENY COUNTY JAIL Jack Pischke Inmate Program Administrator Allegheny County Jail, Veteran Service Unit Ed Eichenlaub Correctional Caseworker II Allegheny County Jail,

22 COMMUNITY SPOTLIGHT: ALLEGHENY COUNTY JAIL Jack Pischke Inmate Program Administrator Allegheny County Jail, Veteran Service Unit Ed Eichenlaub Correctional Caseworker II Allegheny County Jail, Veteran Service Unit William A. Sorrels, M. Ed. Intervention Specialist Pittsburgh Mercy, Rally Point & Veteran CBT Group Kenneth Williams US Army Veteran Montez Harper US Army Veteran 87 89

23 PAServes has made providing services to the veterans in the Allegheny County Jail a seamless process. PAServes has helped us quickly access DD214s and other important records, and assess veterans for services prior to their release. I truly believe that this collaboration is reducing the risk of homelessness and recidivism among some of our most vulnerable veterans. - Emily Goodwin SSVF Field Supervisor, Soldier On

24 PASERVES-GREATER PITTSBURGH HAS GROWN FROM 16 TO 61 REGISTERED PARTICIPATING ORGANIZATIONS Since launch: 41 67% of providers have made a referral 8 Providers Making Referrals % of providers have received a referral 51 84% of providers have made or received a referral Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11 Q12 Providers Receiving Referrals Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11 Q12

25 OUR IMPACT TIMELINESS OUTCOMES CROSS-NETWORK SNAPSHOT

26 We re the barrier keeping life from getting in the way. - Jean Coyne Senior Manager, PAServes

TIMELY REFERRALS The network ensures that clients are connected to the right provider for the right service, more quickly.

days 4.65 # of Days to Match a Referral to a Provider Median days 15.

match a client to the appropriate provider was 2.2 days, the fastest to date.

request was closed Individual & Family Support 2.23 Housing & Shelter 9.79 Money Management 5.

27 TIMELY REFERRALS The network ensures that clients are connected to the right provider for the right service, more quickly. Time to Match (Average days) Most Requested Services Other Service Categories* (in decreasing order of demand) Average days 4.65 # of Days to Match a Referral to a Provider Median days # of Days to Close a Referral (Total Service Episode Duration) In the most recent quarter, the average time it took to match a client to the appropriate provider was 2.2 days, the fastest to date. *Timing data is measured in days, inclusive of weekends and holidays, and are calculated based on the quarter a service request was closed Individual & Family Support 2.23 Housing & Shelter 9.79 Money Management 5.86 Clothing & Household Goods 1.17 Employment 5.52 Benefits Navigation Transportation Legal Health Income Support Social Enrichment Education Utilities Food Assistance Sports & Recreation

28 SUCCESSFUL OUTCOMES Since launch, 86% of service requests have been resolved by the network. HIGHLIGHTS Share of resolved requests has increased year over year, on average Most common resolved outcome is client having received services (50% of all closed) Second most common outcome is received information (16% of all closed) UNRESOLVED TRENDS The four most common unresolved outcomes to date: Unable to Contact 486 (8% of all closed) Other 238 (4% of all closed) No Applicable Services 41 (0.7% of all closed) Client Refused Services 39 (0.7% of all closed) % Resolved Favorably (out of 5,880 closed requests) Most Requested Services Individual & Family Support 96% Housing & Shelter 76% Money Management 77% Clothing & Household Goods 97% Employment 72% Benefits Navigation 79% Other Service Categories* (in decreasing order of demand) 98% - Transportation 69% - Legal 78% - Health 85% - Income Support 76% - Social Enrichment 82% - Education 89% - Utilities 93% - Food Assistance 75% - Sports & Recreation

CROSS-NETWORK SNAPSHOT DATA COMPARISON NETWORKS AT END OF YEAR 3 Indicator Purpose Network Growth Provider Activity Indicator Description # New Requests # Unique New Clients % Requests from Providers

29 CROSS-NETWORK SNAPSHOT DATA COMPARISON NETWORKS AT END OF YEAR 3 Indicator Purpose Network Growth Provider Activity Indicator Description # New Requests # Unique New Clients % Requests from Providers % Providers that Made a Referral PAServes Greater Pittsburgh 6,603 3,223 47% 66% NCServes Metrolina 9,145 3,587 39% 53% NYServes NYC 4,525 3,055 14% 57% AmericaServes three most mature networks have collectively fielded 20,273 requests from 9,865 clients, representing approximately half of national scale. % Providers that Made or Received a Referral 82% 75% 75% Coordination Center Activity Quality of Care New Metrics: Co-Occurring Needs % Accurate Referrals* % Providers that Received a Referral Time CC Referral to Match (Avg Days) Time Total Duration (Median Days) % Requests Resolved Favorably Avg # Requests per Client % Clients with 2+ Requests % Clients with 2+ Service Types 99% 74% % % 24% 99% 68% % % 53% 100% 64% % % 27% Compared with all AmericaServes networks, PAServes-Greater Pittsburgh is: Consistently leading with the share of requests resolved favorably Operating at the second highest scale for service requests, and third highest for unique clients Data represents totals / overall percentages for the first three years for each network *Accurate Referrals = % of resolved requests managed by the first provider the client was referred to

30 UPDATES & ANNOUNCEMENTS UNITE US: TECH UPDATES NEW PROVIDERS LOCAL CoP REGIONAL CoP

31 UNITE US AND THE COORDINATED CARE COMMUNITY New Service Types and Sub-Service Types 1-year checkup since software migration Internetwork Referrals: New Networks!

32 UPDATES & ANNOUNCEMENTS New Providers 9 Providers added this year 89% have created or received a referral Congressman Mike Doyle s Office Local Community of Practice Focus Groups Advisory Committee Regional Community of Practice Mid-Atlantic Region Activity RFP Regional Lead

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

NCSERVES-COASTAL In-Progress Review Year 1 December 13, 2017 AGENDA Welcome, Introductions, & Opening Remarks Our Origins Our Clients Our Providers Our Impact Looking Forward Jerrick Vernon Network Director,