© 2015 The Alliance for Human Services

LARC PlanMay 2015

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Thanks to the vision, guidance and financial support provided by The Lake County Community Foundation, leaders from twenty-five nonprofit agencies and departments of local government, The Alliance for Human Services was launched to improve the quality of life for people in need served by the human services sector in Lake County.

The Alliance takes a leadership role to promote collaboration, to encourage the delivery of coordinated and accessible services and to advocate for the human services sector with one unified voice.

The Alliance membership has grown from 22 founding members to 37 agencies that provide healthcare and human services in Lake County.

The long term viability of The Alliance depends on its ability to develop and sustain a sufficient funding base to support its activities that provide value to its members.

This plan addresses the need for ongoing traditional funding and presents the two earned income strategies of: The Language Access Resource Center (LARC) and The Alliance Training Institute.

Executive Summary

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© 2015 The Alliance for Human Services

Incubation by The

LCCF and Leadership Task Force

Interim staff developed By-laws, 22

initial members

joined

Full time CEO,

participated in Enroll

Lake County and became

a 501(c)3

New CEO hired to shift

to higher gear

rebuilding the strategic

direction

Goal of financial

stability via revenue

diversification including fee

for service offerings

History of The Alliance

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The Alliance for Human Services’ mission is to continuously improve the delivery of human services in Lake County.

To ensure the quality of life for people in our communities, The Alliance’s vision is to take a leadership role to promote collaboration, enable the delivery of coordinated, innovative, sustainable programs and accessible services and advocate for the human service sector.

The Alliance values a) community service- we work together for the betterment of the community as a whole, b) collaboration- we encourage the integration of services for the greater good, c) coordination- we promote the effective and efficient delivery of needed human services, d) inclusion- we welcome new members and value their individual missions, and e) we advocate for the ongoing delivery of critical programs and services.

Human needs are met with dignity through coordinated multi-agency programs.

Mission, Vision and Values

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MembershipA Safe Place Family Service Prevention, Education and

CounselingPADS Lake County

Antioch Area Healthcare AccessibilityAlliance

Gorter Family Foundation Rosalind Franklin University of Medicine and Science

Arden Shore Child and Family Services HACES Traveling Total Treatment

Beacon Place Hanul Family Alliance UMMA

Boys and Girls Club of Lake County Health and Disability Advocates United Way of Lake County

CareSmart Illinois I-Plus Waukegan Public Library

Catholic Charities Lake County Center for Independent Living Youth and Family Counseling

College of Lake County Lake County Community Development Youth Conservation Corps

Community Youth Network Counseling Center

Lake County Health Department YouthBuild Lake County

Dominican University School of Social Work Love INC of Lake County YWCA of Lake County

ElderCARE Mano a Mano Zion Township

Erie Family Health Center Mothers Trust Foundation

Family First Center of Lake County Nicasa

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Impact of The Alliance

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Impact of The Alliance

Over 220,000 people served

By over 1,700 employees

In over 100 locations

With combined operating budgets

of over $115 million

Strategic Priorities for Collaboration, Coordination and Advocacy

Create a collaborative, sustainable organization that encourages participation by all Lake County Human Services stakeholders.

Research and document the changing needs for human services.

Communicate Lake County’s human services needs to stakeholders in a clear and compelling way.

Impact public policy at the state and federal level.

Attract new financial resources to the health and human services sector.

Develop shared processes and technology to improve client access and delivery of needed services.

Develop and deliver programs that strengthen member agencies and allow them to collaboratively adapt to the changing environment.

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Documenting community needs and impact of member agencies.

Showcasing collaboration of members.

Creating the narrative of stories and data that all the members will use to speak with one unified voice for the human services sector.

Informing and building relationships with state legislators, federal legislators, municipal governments, community leaders and funders to attract new resources to Lake County.

Leveraging external advocacy collaborators such as Illinois Partners for Human Services, Donors Forum and others.

AdvocacyThe Alliance’s goal is to increase engagement with and support for human services with various target audiences by:

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The Alliance will develop revenue streams from:

1. Increasing membership

2. Seeking grants for general operations, special purposes and capacity building

3. Participating with other Alliance organizations in their grant funded projects

4. Developing earned income from The Alliance operated activities- fee for service income streams such as LARC and the Training Institute

All fundraising activity must align with the mission of The Alliance

Financial Sustainability

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Market Need: Per ACS data, 68,510 Lake County residents who speak a foreign language speak English less than very well. Language interpretation is fundamental in order for limited English proficiency (LEP) individuals to have equal access to health and human services in Lake County.

Competitive Landscape: There is no comprehensive system in Lake County for identifying language interpreters and matching them to the organizations with the needs. There are no comprehensive interpreter training programs in Lake County to assist bilingual individuals to acquire the skills necessary to interpret and translate.

Existing Model: DuPage Federation on Human Services Reform-Language Access Resource Model (LARC) has been providing services since 2005 with a successful business model of competitively priced, professional interpretation and translation services. DuPage has identified growth potential in Lake County but is not structured to meet this growing need.

The Alliance, as the exclusive sales/marketing agent for DuPage, will launch LARC-Lake to be self sustaining, supported by training fees and fees from clients that need interpretation services. LARC-Lake will pay DuPage to provide back office services.

Language Access Resource Center: Business Model

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According to ACS, there are 68,510 LEP individuals. Current trends suggest that our residents will continue to become increasingly linguistically diverse.

LARC-Lake will provide trained interpreters for the languages spoken most frequently by the LEP individuals: Spanish, Russian, Korean, Chinese, Polish and Tagalog. The Alliance sponsored it’s first training course in fall of 2014.

Many providers are using various type of interpretation services and all recognize the growing need and the emergence of new languages. Organizations that receive federal funding are required to ensure that LEP individuals have meaningful access to their services.

LARC-Lake will remove communication barriers and improve the quality of life of LEP individuals. The Alliance will invest gains back into the social service sector.

Mission: LARC Lake will be the only non-profit local entity to provide high quality, competitively-priced interpretation and translation services to health care and non- health care service providers in Lake County.

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Stratus Video Remote Interpretation using IPADs- Is used by most hospitals for emergency rooms and quick interactions. Provide service on demand, in less than 30 seconds. Similar to Skype, operates from a bedside cart in a patience room. Providers recognize this is not effective for ongoing care due to cost and need for face to face for follow up care.

Language Line Solutions- Over the phone, on demand video remote, on-site interpretation, document translation, and multimedia in over 200 languages. Provide training and testing for interpreters.

ATT USA Direct Language Line- Translation services and in-language operators.

Cross Cultural Interpreting Services- Program of Heartland Alliance for Human Needs & Human Rights. Recruits, assess language skills, and train in the medical interpreting field.

Epic Translations- Large company offers interpretation and translation services and recruits certified linguistic experts for both short term and long term commitments.

Translation Today- Located in Chicago and northern Illinois, provide face-to face interpreting, written translation and other services in legal, medical and corporate sectors. This network is used mostly by school districts.

College of Lake County Initiatives- The WPDI institute will be re-offering a 40 hour interpreter training class in 2015.

Catholic Charities Language Services- Received grant funding to create a language program to cover Cook and Lake County.

Known Competitors

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Large, multi-located, hospital organizations have different needs in emergency rooms and in ongoing care. These interpreters are the most highly trained and well paid.

NorthShore Highland Park-Contracts with several providers and have multiple trained interpreters on staff. NorthShore Health System spends over $1 million a year in interpretive services. Now implementing VRI. Interested in including LARC-Lake in group of possible providers for Highland Park Hospital. LARC-DuPage already has a working relationship with NorthShore Health System.

Northwestern Lake Forest- Has provided 40 hour training to some bi-lingual staff members. Interested in working with LARC-Lake. New person in patient relations department will be contact. LARC-DuPage has a working relationship with Northwestern Medicine.

Advocate/Condell-We have not interviewed them yet. Advocate Health Care has implemented a new way to connect patients via Stratus VRI. Similar to Skype. LARC-DuPage has working relationship with Advocate/Condell.

Vista Hospital- Not interviewed yet, however, on their web it is stated that all patients have the right to effective communication that provides information in own preferred language with provisions of interpreting or translation services, at no cost.

Lake County Health Department- Uses ATT Language Line and has own dedicated in-house Spanish interpreters. Are interested in having assessment of staff, receiving cultural competency training, and interpreting services for other languages.

Rosalind Franklin University of Medicine and Science Community Care Connection- Used LARC-Lake externs.

Have not yet contacted Cancer Center Treatment in Zion or Capt. James Lovell Federal Health Care Center.

Health Care Market Segment

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Educational entities and 51 School Districts in Lake County

Regional Office of Education- Maybe interested in cultural competency training for school personnel.

Special Education District of Lake County- Pleased with Translation Today Network. Train their staff as Spanish interpreters. Budget restrictions so only interested in LARC for sign language.

Grayslake School District- Use Spanish bi-lingual teachers to interpret. Interested in sending teachers to LARC training. Thus when schools train their own teachers, they will not be potential customers for interpretation hours, could apply to all schools.

Gurnee School District- Used LARC-Lake externs for their Parent-Teacher conferences. Unknown if willing to pay for this service.

Zion Elementary School District- Used LARC-Lake externs for their Parent-Teacher conferences and other presentations.

Round Lake School District- Used LARC-Lake externs for their Parent Teacher conferences.

Mundelein School District- Used LARC-Lake externs for their Parent Teacher conferences.

Non-Health Care Market Segment

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Judicial and Law Enforcement:

Lake County Sheriff’s Office- Currently use bilingual staff to interpret. Maybe interested in training their staff.

Gurnee Police Department- Happy with Language Line. Not interested at this moment.

Mundelein Police Department- Currently use Language Line. Problems exist with utilizing interpreters because they can be subject to subpoenas.

Lake County Court System- Currently use their own in house trained interpreters. All Illinois courts are now required to use only trained interpreters. There maybe an opportunity to offer LARC- Lake training to these court interpreters to meet new standard.

Non-Health Care Market Segment

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Catholic Charities- Developing their own language program for Cook and Lake County.

A Safe Place- 50% of staff is bilingual and bicultural, have background in the field, not trained as interpreters. Use Language Line for Russian, Portuguese and Asian languages. Tight budgets.

Zion Benton Children’s Network- Have bi-lingual staff, not interested in LARC services.

Community Youth Network- Have bi-lingual staff, unlikely to use LARC services in the near future.

Nicasa- Have bi-lingual staff for Spanish. Need support with translations services.

Zacharias Sexual Abuse Center- Staff goes through intensive training. Not interested in free externs.

Arden Shore- Staff goes through intensive training. Not interested in free externs.

PADS- Have short notice encounters from time to time where they need interpreters.

Family Services- Utilized our free externs. Unknown if willing to pay for services.

Non-Profits Market Segment Potential is for training of staff, not interpretation hours

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Interpreters Training Course: LARC-DuPage developed a 100 hour training course with 60 hours of classroom time and 40 hours of supervised externship. All LARC interpreters will undergo a formal assessment of language proficiency of both English and the target language. In years 1 to 4, LARC-Lake will provide 3 interpreter trainings each year with 25 students per class at $675 for a total annual revenue of $50,625. LARC- Lake held its first interpreters training of 14 students in Lake County from September 2014-November 2014. The class was taught by a LARC-DuPage instructor, LARC-Lake is currently training an individual to become a trainer. At this point, 3 students are fully certified.

Interpretation Services: LARC-Lake will develop a client base in Lake County. In year 1, LARC-Lake will provide 800 hours of interpretation services: 400 hours to healthcare providers at a rate of $75 per hour and 400 hours at an average rate of $60 per hour to other providers. Our back office cost to DuPage is $40 per hour of interpretation. The back office support includes scheduling, billing, insurance, staff time to communicate with interpreters and clients, mileage, payment to the interpreters, and follow up with clients.

Phone Interpretation: LARC-Lake will offer phone interpreting to its clients using the discounted rate that LARC-DuPage has negotiated from its vendor, as well as Translation Services on a limited basis.

LARC Product Offering: Interpreter’s Training Course, Interpretation Services, Translation and Telephonic Interpretation

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To launch the business, from May-October, The Alliance staff members that are currently paid from existing grants will devote the following amount of time to this start up: 25% of CEO, 85% of Project Manager and 25% of executive assistant. Budgeted to hire 50% FTE project manager in November 2015.

In May and June, a contract will be finalized between LARC-DuPage and LARC-Lake.

The first interpreters training course will commence in August 2015.

The first hours of interpretation will commence in September 2015. This is very conservative.

Cash flows for this start up for July-December 2015, and January-June 2016 are in following charts.

$28,195 for three staff members will be invested in the first 6 months as seed capital. (4 months in FY 2016) This business will be profitable with the utilization of the current grant funding of paying staff members in the first year, no grant funding is required for year two and going forward.

Potential risks include: a) that the CEO will only be spending 50% of her time on other fundraising, b) whether we are able to sign contracts with providers for interpreters, c) delay in the establishment of a formal business relationship with DuPage Federation.

Assumptions for Launching LARC-Lake

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Confidentiality agreement was signed in 2014.

Held meeting with LARC-DuPage on 5/13/15. Candace King, ED, presented to Executive Committee on 5/14/15 and they authorized her to “actively explore the wisdom and feasibility" of developing a business relationship with The Alliance.

LARC-DuPage considers Northwestern, NorthShore and Advocate/Condell as house accounts. They all have centralized purchasing.

LARC-DuPage has identified growth potential in Lake County and is already developing relationships. Need to develop term sheet to lead to agreement soon.

Term sheet will cover exclusivity, non-compete, LARC-Lake as sales agent, mutual benefit, back office services and cost, & licensees. Seeking legal advice.

Need understanding of both parties expectations after initial three years.

Business Relationship with DuPage Federation on Human Services Reform

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LARC-Lake Budget SummaryProjected Budget FY16 - FY19

ANTICIPATED REVENUE FY16 FY17 FY18 FY19

LARC Training Fees $ 50,625.00 $ 50,625.00 $ 50,625.00 $ 50,625.00

LARC-Lake revenue from interpretation $ 22,000.00 $ 38,500.00 $ 51,000.00 $ 90,000.00

Translation Fees $ 7,000.00 $ 10,000.00 $ 10,000.00 $ 10,000.00

Telephonic Interpreting $ 1,650.00 $ 2,000.00 $ 2,600.00 $ 3,000.00

Alliance existing grants $ 18,796.32 $ - $ - $ -

Subtotal Revenue $ 100,071.32 $ 101,125.00 $ 114,225.00 $ 153,625.00

This program's % of total revenue EXPENSES FY16 FY17 FY18 FY19

Employee salaries (Program) $ 41,196.33 $ 36,600.00 $ 39,600.00 $ 63,600.00

Employee related costs $ 6,720.00 $ 7,320.00 $ 7,920.00 $ 12,720.00

Travel $ 1,800.00 $ 1,200.00 $ 1,500.00 $ 1,800.00

Translations $ 3,600.00 $ 5,100.00 $ 5,100.00 $ 5,100.00

Contractors Telephone Interpreting $ 990.00 $ 1,200.00 $ 1,600.00 $ 2,000.00

Training Costs $ 30,927.00 $ 30,927.00 $ 30,927.00 $ 30,927.00

Registration Fees $ 800.00 $ 800.00 $ 800.00 $ 800.00

Subscriptions / memberships $ 280.00 $ 280.00 $ 280.00 $ 280.00

Supplies and printing $ 800.00 $ 900.00 $ 1,000.00 $ 1,100.00

Occupancy $ 500.00 $ 500.00 $ 1,000.00 $ 1,000.00

Marketing $ 800.00 $ 900.00 $ 1,000.00 $ 1,300.00

Total Expenses $ 88,413.33 $ 85,727.00 $ 90,727.00 $ 120,627.00

This program's Surplus(Deficit) $ 11,657.99 $ 15,398.00 $ 23,498.00 $ 32,998.00

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