Beyond the Call CenterUsing the I&R Database to interact

with Clients, Agencies, and Community Members

WelcomePlease take a moment

to connect to the AIRS Twitter feed @

#AIRS2013

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

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

Resource GeneseeMission Statement

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 . .

Now Resource Genesee has many programs Information Services– Call CenterOne Stop Resource Center– Homeless ProgramsHomeless OutreachHands On Genesee/ Volunteer ServicesReMix Genesee– Disconnected Youth 16-24Leadership Genesee– Development of

Community Leaders

What makes us unique?

What makes us unique?

TinaMarie HubbardDatabase Manager

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

Information ServicesCall Center

Revenue through the sale of the Community Source Book

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

Community Collaboration Creation of a Pathway to use the Database in

multiple ways to assist many target populations:

Literacy CollaborationCriminal JusticeHuman Services and At Risk PopulationsHome Visitation Services HubLifeLines

Kasie White, LLMSW, MSW

Director

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.

 

One Stop Resource Center

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.

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. 

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.

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

Community Collaboration

Taking what was ~2~ what IS

Kasie White, LLMSW, MSW

Director

Genesee

Taking what was ~2~ what IS

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…

EducationEmploymentEverything Else -- such as housing, food, healthcare,

clothing  

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

Technology Based Program ReMix Genesee created a Data Base for Youth who are struggling

to access programs and serviceswww.remixgenesee.org

ReMix uses Social Networking as a platform to reach youth in a way that they receive information

Facebook– LIKE ReMix GeneseeTwitter– FOLLOW ReMix GeneseeLinkedINYouTUBE

Youth 4-1-1Targeted 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

Work with partnerships you already have: Community Collaborative/County

Multi-Purpose Bodies Human Service AgenciesColleges and UniversitiesAgencies/Groups serving the homeless

population of your area

Replication:

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

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

Direct client service delivery is the next step in information and referral servicesUse 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

FundersProve your worth – spend their money

the way you said you wouldWhat’s in it for them – does it match their

mission?Partnerships/Collaboration are always a

good thing with funders

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 experiencing some 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.

Case Study 1

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.

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. 

Case Study 4

ReMix was contacted by a case manager from Job Corps, statingthat 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 arein place for a youth who has been terminated from services at an agency due to a Violation of policy? ReMix virtual case management is seeking some available and feasibleresources 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. 

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

Thank you for Attending

Beyond the Call Center

Please take a moment to connect to the AIRS

Twitter feed @#AIRS2013