ServingTogether6 Month In-Practice Review

December 12, 2018Henry M. Jackson Foundation Bethesda, MD

WELCOME & INTRODUCTIONS

Thiel Family Fund

AGENDA

Welcome & IntroductionsAnn Mazur | Chief Executive Officer, EveryMindVincent DelSignore | Program Manager, IVMFIlario Pantano | Managing Director, IVMF

Network Update

Coordination of Care

Community of Care

Our Impact

Updates & Announcements

Lyndsey Hodkinson | Community of Practice Program Manager, IVMFDan Piston | Program Evaluation Manager, IVMF

Michael Ball | Director, ServingTogetherJulie Riggs | MD Program Manager, ServingTogetherChristy Kenady | VA Program Manager, ServingTogetherAlicia Downs | DC Program Manager, ServingTogetherJennifer Watson | Peer Navigator, ServingTogetherChenille Johnson | Peer Navigator, ServingTogether

Mary Bier | Account Manager, Unite Us

NETWORK UPDATENETWORK SNAPSHOT

“There’s a lot that can happen in Washington, D.C. but the best, most tangible, and most important work caring for veterans - happens right here, at the local level.”

-Jim Wartski, VA Veterans Experience Officer

OUR SERVICE AREA

SERVING TOGETHER SIX-MONTH SNAPSHOT

79Participating Organizations

172Unique

Network Users

348Unique Clients

832Service

Requests

LIVE SINCE DECEMBER 2017 | SERVING 9 COUNTIES WITH A VET POPULATION OF 299,208 | TOP NEED: EMPLOYMENT

82% Military Members & Veterans7% Spouses, Family Members & Caregivers

11% Undisclosed51% Male | 30% Female | 18% Undisclosed

Data Window: Soft Launch (December 20, 2017) through end of Y1 (November 30, 2018)

46%16%

13%7%

1%17%

Post-9/11Persian Gulf War

Post-Vietnam WarVietnam War

Pre-Vietnam WarUndisclosed

2%17%

28%22%

17%5%

4%6%

18 to 2425 to 3435 to 4445 to 5455 to 6465 to 74Over 75

Undisclosed

Air Force 21%

Army 40%

Coast Guard <1%Marine Corps 17%

Navy 21%

Undisclosed 1%

COORDINATION OF CARE WHO ARE WE SERVING?

WHAT DO OUR CLIENTS NEED?

VETERAN PERSPECTIVES

WHO ARE WE SERVING?Serving Together fielded 832 requests from 348 unique clients since launch.

122

128

98

257

378

197

SoftLaunch

Q1

Q2

New Clients Service RequestsAverage number of requests per clientthrough Q2: 2.39

24%

57%

18%

Web Form Requests

Coordination Center

Network Organization

REQUESTS BY SOURCE

The service requests shown in this graph include requests from all

network clients, not just new clients.

NOTABLE STATS ABOUTMILITARY AND VETERAN CLIENTS

30% - FemaleLocal Vet Pop – 16.2% Female

50% - Under Age 45Local Vet Pop – 24.3% Under Age 45

The share of requests coming from network providers went from

16% in Q1 to 28% in Q2.

WHAT DO OUR CLIENTS NEED?Since launch, 71% of overall demand has been within three service categories.

Numberof Requests

Share ofAll Requests

Employment 226 27%Housing &

Shelter 212 25%

Income Support 151 18%

Recent Trend

Q1 had a large increase in Employment support at 33% from the soft launch (21%) and Q2 (23%).Q2 saw an increase to 29% in income support from 17% in Q1.

Housing and Shelter support has consistently decreased since soft launch:Soft Launch: 31% | Q1: 24% | Q2: 21%

Demand for the Remaining Service Types

4739

3834

201616

1310

63

1

Benefits Navigation

Health and Wellness

Legal

Individual & Family Support

Food Assistance

Transportation

Education

Utilities

Clothing & Household Goods

Social Enrichment

Money Management

Sports & Recreation

Service Requests:

About Health Services:

The service category Health is a roll-up of four different

kinds of health services:

Physical HealthMental/Behavioral Health

Substance UseWellness

About Individual & Family Support:

This service category containsan assortment of needs of

support, such as:

Caregiving ServicesLife Coaching

Support GroupsService Animals

Child Care

VETERAN STORY: JON S.

“I am really appreciative of the folks involved with Serving Together. They came through for me at a time when I was at my lowest, and continue to help me get back on my feet.”

“I especially want to credit Angela Allmon of Warrior Ethos. She connected me with Craig Travis, who did an amazing job on my resume and offered a lot of advice on Linkedin and job searches. Ms. Allmon put me in touch with others who have been of great service, and plus she is a really nice and considerate person. I can’t speak highly enough of her and her organization.”

U.S. Air Force Veteran

VETERAN STORY: JON

In-Network Referrals

COMMUNITY OF CARECOMMUNITY SPOTLIGHTS

PROVIDER GROWTH & ENGAGEMENT

COMMUNITY SPOTLIGHT: Melwood Veteran Services

David Blackledge, Executive Vice President

Mission:“To empower veterans struggling with the effects of service-related trauma and/or seeking employment to transform their own lives and exercise their fundamental right to the pursuit of happiness.”

COMMUNITY SPOTLIGHT: Friendship Place

Chris Pitocchelli, Outreach Specialist

Mission:“Friendship Place’s mission is to empower people experiencing or at risk of homelessness to attain stable housing and rebuild their lives. Our vision is a DC region and a nation in which every person has a place to call “home.”

Our goal is to end homelessness in Washington, DC, and to establish a sustainable model which can be replicated across the nation.”

SERVINGTOGETHER HAS GROWN FROM 49 ORGANIZATIONSAT SOFT LAUNCH TO 75 ORGANIZATIONS TODAY

14 15 17

Soft Launch Q1 Q2

Providers Making Referrals

Providers Receiving Referrals

2128 29

Soft Launch Q1 Q2

Since Soft Launch:

2331% of providers

have made a referral

4053% of providers have received a

referral

4864% of providers

have made or received a referral

OUR IMPACT TIMELINESS

OUTCOMES

CROSS-NETWORK SNAPSHOT

“ServingTogether has been a great resource and significant time-saver. We had a referral who left us a lovely voicemail a couple of weeks ago about all the assistance he has received through the network!”

-Margarita Jarvis, Veterans Program Specialist, Melwood Veterans Services

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

Average days

4.81# of Days to Match a Referral to a Provider

Median days

17.08# of Days to Close a

Referral (Total Service Episode Duration)

Time to Match (Average days)

Time measures are calculated based on when a service request is closed.

*Timing data is measured in days, inclusive of weekends and holidays.

9.66

8.93

Housing & Shelter

Benefits Navigation

2.70Legal

7.35Health and Wellness

5.06Income Support

3.59Employment

Most RequestedServices

Other Service Categories*(in decreasing order of demand)

7.35 - Individual & Family Support

4.73 - Food Assistance

N/A - Transportation

2.15 - Education

N/A - Utilities

0.18 - Clothing & Household Goods

N/A - Social Enrichment

N/A - Money Management

N/A - Sports and Recreation

% Resolved Favorably(out of 700 closed requests)

UNRESOLVED TRENDSThe three most common unresolved outcomes to date: Other – 85 (12% of all closed) Ineligible for Services – 80 (11% of all closed) Unable to Contact – 71 (10% of all closed)

SUCCESSFUL OUTCOMESSince launch, 59% of service requests have been resolved by the network.

RESOLVED TRENDS Most common resolved outcome is client having

received direct services (26% of all closed) Second most common outcome is received

information (15% of all closed)

Other Service Categories*(in decreasing order of demand)

43%

80%

Housing & Shelter

Benefits Navigation

41%Legal

72%Health and Wellness

59%Income Support

69%Employment

Most RequestedServices

53% - Individual & Family Support

71% - Food Assistance

50% - Transportation

75% - Education

75% - Utilities

56% - Clothing & Household Goods

75% - Social Enrichment

50% - Money Management

N/A - Sports and Recreation

Indicator Purpose

IndicatorDescription

Serving Together RIServes TXServes

San AntonioNCServesWestern

WAServesGPS

NCServesCoastal

NYServesUpstate SCServes

Network Growth

# Unique Clients

# Unique Requests

348832

250355

6371,100

368651

201445

318458

182260

4661,005

Provider Activity

% Requests from Providers

% Providers Making Referrals

18%31%

36%34%

33%33%

34%30%

16%20%

19%29%

62%23%

12%25%

CoordinationCenter Activity

% Providers Receiving Referrals

Time – CC Referral to Match (Avg Days)

53%4.81

66%3.92

67%4.10

74%4.29

69%3.16

69%4.91

37%3.25

60%3.45

Quality of CareTime – Total Duration (Median Days)

% Requests Resolved Favorably

17.0859%

11.9076%

6.7870%

12.0169%

8.8969%

9.9982%

7.9371%

23.1974%

New Metrics:Co-Occurring Needs

Avg # Requests per Client

% Clients with 2+ Requests

% Clients with 2+ Service Types

2.3954%31%

1.4226%12%

1.7338%28%

1.7739%28%

2.2150%27%

1.9243%32%

1.4331%23%

2.1653%38%

Data represents totals / overall percentages for the first two quarters for each network since official launch dateNote: Not every network had a soft launch period, and soft launches varied in length

CROSS-NETWORK SNAPSHOTDATA COMPARISON – NETWORKS AT END OF QUARTER 2

UPDATES & ANNOUNCEMENTS

UNITE US: TECH UPDATES

EXPANDING OUR OUTREACH

REGIONAL CoP

UNITE US AND THE COORDINATED CARE COMMUNITYMary Bier | Account Manager, Unite Us

• Recent Software Updates

• What’s to come

UPDATES & ANNOUNCEMENTS

Regional Community Of Practice

Expanding Our Outreach

RFP – Regional Lead

EXPANDING OUR OUTREACH

Goals

Roles

Purpose

• Complete self-assessment of outreach in the current network

• Expand upon existing provider list to strengthen the current network

• Broaden the ServingTogethernetwork into greater Maryland area

IVMF: Strategically supporting initiative by lending resources and tools, such as MindView, to demonstrate network analysis and expansion.Accenture: Conducting network gap analysis and research to provide new provider leads.

To be the leading veteran and military family service provider in the NCR and all of Maryland.

ServingTogether6 Month In-Practice Review

THANK YOU