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The Community’s Journey: NCServes - Metrolina at Two Years October 20, 2017
The Community’s Journey:NCServes - Metrolina at Two Years
October 20, 2017
INTRODUCTIONS
OPENING REMARKS
Col. James D. McDonough Jr (Ret.)Managing Director, Institute for Veterans and Military Families
Mrs. Kathy CoxSenior Manager, Walmart Foundation
Mrs. Maureen CaseyChief Operating Officer, Institute for Veterans and Military Families
Mr. James ProsserAssistant Secretary for Veterans Affairs, NC Department of Military and Veteran
Affairs
OUR JOURNEY
Where is NCServes – Metrolina going next? How can we get there?
3. LOOKING FORWARD
1. OUR ORIGINS
From building blocks to impact
Today, we will be highlighting our origins and our impact in three areas: our clients, our providers, and our outcomes.
2A. OUR CLIENTS
“Right Person”
2B. OUR PROVIDERS
“Right Provider”
2C. OUR OUTCOMES
“Right Service”
2. OUR IMPACT
The Rise of NCServes -
Metrolina
1. OUR ORIGINS
JANENE MCGEEMECKLENBURG COUNTY VETERAN SERVICESREGISTERED PROVIDER AND PARTNER, NCSERVES - METROLINA
BEFORE UTILIZING THE PLATFORM, WE WERE AT THE MERCY OF ASSISTING VETERANS BY GIVING THEM A LIST OF COMMUNITY PROVIDERS.
MVRC Community Summit
2014 - The community created and
committed to the Military and Veterans
Resource Coalition – identifying top 5
“next step” priorities.
Community Veterans Summit
2013 –Veterans & Families stories highlighted,
review ‘Coming Home’ and presented:
• 10 Attributes of a Mil/Vet
friendly Community
• 2 Strategic Priorities
Design & Investment
2014-2015 - Partnership with the Walmart
Foundation and Leon Levine Foundation
promulgated the model. Community leaders met
every month for 6 months to determine design.
NCServes Launched!
2015 – Using the IVMF &
AmericaServes
coordinated care model,
Metrolina providers began
utilizing the Unite US
platform and better serving
military veterans and their
families.
NCSERVES - METROLINA BUILDING BLOCKS
“Coming Home” Assessment
2012 - Environmental Scan funded
by Foundation for the Carolinas.
Identified:
• Data
• Needs
• Gaps
• Opportunities
• Strategies
WE STARTED OFF WITH A QUESTION: How could we transform the way veterans, service members, and their families navigate the maze of services, and unlock a more efficient approach for providers to deliver care?
Beginnings
COMMUNITY
MULTIPLYINGEFFECT
The Community began to utilize the
platform to communicate, collaborate,
and coordinate
A NEW MODEL
The community committed to a new
model derived by the IVMF: a
backbone organization and UniteUS
technology.
FROM ISSUE TO ACTION: THE BEGINNINGS OF NCSERVES - METROLINA
+
Our Community came together to take
inventory of what was needed.
THE EVOLUTION OF NCSERVES - METROLINA
Enlisting support
from public +
private
stakeholders
Evolving into
broadest state
utilization of the
model
Community
launched a network
that is coordinating
services
Expanding impact
through
relationships
Enhancing
technology to
innovative new
versions!
BUILD SUSTAIN PARTNER PIONEER TRANSFORM
IN THE LAST YEAR: FOCUS HAS BEEN DEEPENING IMPACT
BUILD: THE IVMF MODEL OF COORDINATED CARE
Build
The building blocks
of our network
began in 2015. The
AmericaServes
model, created and
implemented by the
IVMF, focuses on a
unique approach
to care
coordination.
BUILD SUSTAIN PARTNER PIONEER TRANSFORM
NCServes -
Metrolina
Housing
Providers
Employment
Providers
Benefits
Providers
Education
Providers
Legal Aid
Providers
Health
Providers
Consider Preference/Location
Coordinating Accurate Solutions
Broad Spectrum of Services
Real-time Feedback & Data
SUSTAIN: PUBLIC-PRIVATE SUPPORT
Sustain
Beginning with a
pioneering
partnership between
the IVMF and Walmart
Foundation, NCServes
– Metrolina relies on
strong community and
national partners to
invest in a collaborative
solution.
BUILD SUSTAIN PARTNER PIONEER TRANSFORM
PRIVATE
SECTOR
LOCAL
FOUNDATIONS
NATIONAL
FOUNDATIONS
LOCAL
PUBLIC
SECTOR
PARTNER: THE VALUE OF OUR MODEL
Partner
Our public-private
partnerships are
the strength of this
network, allowing us
to better serve our
veterans.
BUILD SUSTAIN PARTNER PIONEER TRANSFORM
IMPROVE REACH IN OUR COMMUNITY
Partners, such as Mecklenburg
County, VA, DoD & National
Guard, and State of NC have
aided in the network’s
development.
EXPAND INTO NEW SERVICE
CATEGORIES
Partners allow us to grow and
expand our presence in new
service categories.
Increase Presence in
CommunitiesRelationships in
Communities
Can Be A Provider/ Train Other Providers
PIONEER: METROLINA AS A MODEL FOR A REGIONAL COMMUNITY OF PRACTICE
Pioneer
NCServes –
Metrolina was our
pioneer. SCServes,
NCServes
RDU/Fayetteville,
Coastal, and
Western networks
launched via our
partners in these
areas.
BUILD SUSTAIN PARTNER PIONEER TRANSFORM
SP
SP
SP
SP
SP
Charlotte
Bridge Home
Veterans & Military
Families
AWP
ABCCMECHSA
USO of
NC
Sharing Best PracticesAccessing Local & State Resurces
TRANSFORM: V2 TO V3
Transform
In the Summer of
2017, with IVMF, Unite
US, Accenture, and
CBH support
NCServes – Metrolina
migrated onto an
upgraded platform
with better visibility,
reporting, and
transparency allowing
for better care for
veterans.
BUILD SUSTAIN PARTNER PIONEER TRANSFORM
We trained up network users on Version 3 of the Unite US software – allowing them to
more efficiently track client cases and serve their providers.
Through our coordinated
network, we have better
served clients, providers, and
improved service delivery
outcomes.
2. OUR IMPACT
RIGHT PERSON RIGHT PROVIDER RIGHT SERVICE
Clients
Our initial focus has been
from the start to connect
a veteran, family member,
or transitioning service
member to a service that
aligns with their needs.
We have more than 57
providers in our network
focused on serving their
clients through the
referral platform and
knowledge exchange
network.
Our outcomes are
continuing to show
greater impact to clients –
more timely and
appropriate referrals are
being made across the
board.
CLIENTS ARE KEY
FIRST AND FOREMOST,
REMEMBER WHO OUR ORGANIZATIONS ARE SERVING
“It is so nice to know there are workers that care and aren’t just
collecting a paycheck but actually take time to just listen to “an
old vet like me.”-Sam (Alias), 62 Year Old Veteran
Kerri Ann Case study
THE CC ACTS ON THAT
REQUEST AND OPENS
“HEALTH”
GIVEN CENTER FOR MINDFUL TRANSITION’S
HEALTH FOCUS, THEY ACCEPT
THE REFERRAL
THE CC SENDS THE REFERRAL
OUT TO A NETWORK PROVIDER
THE CC RECEIVES THAT REQUEST
KERRI ANN SUBMITS A REQUEST
On 4/11/2017
The client expresses
a need for health
services.
KERRI ANN, 38-YEAR OLD TRANSITIONING SERVICE MEMBER, ENTERS THE NETWORK
CC
Kerri Case study
KERRI ANNRECEIVES THE
SERVICE
THE CASE IS CLOSED AND MARKED AS
RESOLVED/SUCCESSFUL
CENTER FOR MINDFUL
TRANSITIONS MEETS WITH KERRI ANN
CENTER FOR MINDFUL
TRANSITIONS TAKES ACTION
ON THE REFERRAL
On 4/28/2017
DUE TO NCSERVES – METROLINA, KERRI ANN RECEIVES THE RIGHT SERVICE.
Requests
516
658622
785 805757 739
879
400
500
600
700
800
900
1000
0 1 2 3 4 5 6 7 8
Nu
mb
er
of
Cli
en
ts S
erv
ed
P
er
Qu
art
er
Quarter
New Service Requests
KERRI ANN’S REQUEST IS NOT ALONE, THOUGH.
NCServes – Metrolina has
fielded 5,761 requests in
the past two years, more
than any network. More
and more community
members are served
every quarter.
Highest service requests
created ever just last
quarter.
WE’VE SERVED A DIVERSE SET OF CLIENTSNCServes – Metrolina has served as that one-stop-shop for more than 2,563
military-connected people since inception.
Clients Served by NCServes - Metrolina
26%
FEMALE
7%
MILITARY SPOUSES &
FAMILY
32%
AGED 45 TO 54
19%
POST-VIETNAM WAR ERA
2,563Clients
Clients Served
268
295
280
319
285 285274
347
220
240
260
280
300
320
340
360
0 1 2 3 4 5 6 7 8
Clien
ts S
erv
ed
by
Netw
ork
Per
Qu
art
er
Quarter
Clients Served
…AND CONTINUE TO SERVE THEM, DAILY
FROM WHEN WE STARTED UNTIL NOW, WE HAVE SERVED MORE AND MORE VETERANS, TRANSITIONING SERVICE MEMBERS AND FAMILIES DUE TO OUR COORDINATED
NETWORK.
During the last quarter,
more clients were
served than ever before.
+18% Increase in the number of
Post-Vietnam War
Veterans served since we
launched.
+2.3% More spouses are being
served since inception,
representing our
commitment to families.
THESE REQUESTS HAVEN’T JUST COME FROM CHARLOTTE…
Demographics
More and more military connected people are being served in a more varied geography.
68%
Where do the clients live?
Other Metrolina
2,563Total clients
In Progress Closed
1,750in Metrolina
82% In Meck
County
Cabbarus: 5.3%
Gaston: 4.3%
Union: 3.4%
Iredell: 2.3%
We’ve seen a
jump in +3.6% of
clients served in
non-Serves
areas.
AND REQUESTS FULFILL DIFFERENT NEEDS
Top 4 RequestsSome service types have been requested more since inception,
and others – like Benefits - have declined.
25%
NCSERVES – METROLINA FULFILLS REQUESTS IN 15 SERVICE CATEGORIES, HELPING CLIENTS ACCESS SERVICES IN ANY NEED.
17%
15%
14%
Employment
Housing & Shelter
Social Enrichment
Money Management0
5
10
15
20
25
0 1 2 3 4 5 6 7 8
% o
f S
erv
ice
Req
uests
Quarter
Housing
Social Enrichment
Health
5%
18%
12%
17%
17%
7%
Needs
Service Request by
Source
57%
36%AssistanceRequests
CoordinationCenter
NetworkOrganization
Trends of Service
Requests
7%
RIGHT PERSON RIGHT PROVIDER RIGHT SERVICE
Provider
Our initial focus has been
from the start to connect
a veteran, family member,
or transitioning service
member to a service that
aligns with their needs.
We have more than 57
providers in our network
focused on serving their
clients through the
referral platform and
knowledge exchange
network.
Our outcomes are
continuing to show
greater impact to clients –
more timely and
appropriate referrals are
being made across the
board.
THE NEXT STEP: PROVIDER NETWORK
Purpose
TO FULFILL ALL OF THESE REQUESTS,
WE HAVE CREATED A TRUSTED PROVIDER NETWORK
OUR PROVIDERS ARE COMMITTED TO IMPROVING HOW CARE IS DELIVERED
MECKLENBURG COUNTY VETERAN SERVICES OFFICE
Stacy Lowry
Department Director
A PIONEER
Since 2015, Mecklenburg
County Veteran Services has
committed to referring into
the network and fielding
referrals submitted to them.
The platform has changed
the way they have delivered
services.
REFERRALS CREATED IN THE FOLLOWING AREAS
% OF TOTAL REFERRALS
Housing & Shelter 41.7%
Money Management 17.7%
Employment 16.9%
Benefits 9.7%
Other 14.0%
COMMITTED TO SERVING CLIENTS
BETTER…
750Referrals
Created
478Referrals
Recieved
THEY ARE WORKING TO EXPAND THE NETWORK AND DEEPEN IMPACT
GOODWILL INDUSTRIES OF THE SOUTHERN PIEDMONT
A NETWORK LEADER
Since inception, Goodwill of
SP has used this network to
accomplish their mission to
have access to other
providers. As a super user,
they have built partnerships
to expand reach and touch to
clients across the service
region.
REFERRALS CREATED IN THE FOLLOWING AREAS
% OF TOTAL REFERRALS
Employment 50.8%
Housing & Shelter 11.9%
Benefits 10.2%
Money Management 7.9%
Other 80.8%
COMMITTED TO SERVING CLIENTS
BETTER…
480Referrals
Created
456Referrals
Recieved
Diane Weekley
Director, Career
Development Services
EACH PROVIDER PLAYS A PART IN IMPROVING SERVICE DELIVERY
DRESS FOR SUCCESS -CHARLOTTE
CHAMPIONS
We have had a variety of
innovative leaders in our
network that have found
unique ways to meet the
needs of veterans.
HOME FIRES BURNING
UTC 4 VETSDEPARTMENT OF VETERANS AFFAIRS
AND 51 MORE REGISTERED PROVIDERS COMPOSE NCSERVES – METROLINA
Service Providers RegisteredThe commitment of network providers to the mission yields
referred requests in and out of the network to better serve.
36Q2
44Q4
Q6
55Q8
50 57
Currently, there
are
providers in the
network
30
31
25
27
0 5 10 15 20 25 30 35
Q7 & Q8
Q5 & Q6
Q3 &Q4
Q1 & Q2
Number of Providers Created or Received Referrals
+11%
increase in
number of
providers
active on the
platform
28% of registered providers in NCServes – Metrolina
regularly receive more than 20 referrals.
RIGHT PERSON RIGHT PROVIDER RIGHT SERVICE
Impact
Our initial focus has been
from the start to connect
a veteran, family member,
or transitioning service
member to a service that
aligns with their needs.
We have more than 57
providers in our network
focused on serving their
clients through the
referral platform and
knowledge exchange
network.
Our outcomes are
continuing to show
greater impact to clients –
more timely and
appropriate referrals are
being made across the
board.
HOW DO WE BUILD IMPACT?
OUTCOMES ARE SHOWING THAT
THE COMMUNITY IS COORDINATING SERVICES
Kerri case study
KERRI ANN RECEIVES THE RIGHT SERVICES
SOCIAL ENRICHMENT
HEALTH
EMPLOYMENT
HEALTH
WE SEE OUTCOMES LIKE KERRI ANN’S EVERYDAY.
Outcomes are key
ACCURACY
SPEED
The client receives the service that
aligned with their initial need due to
the data-driven nature of the
platform and the referral network.
The client receives the service
quicker than they ever had before
because of the tight provider
network and the easy-to-use care
coordination system.
THE CORNERSTONE OF NCSERVES – METROLINAIS AND ALWAYS HAS BEEN: THE RIGHT SERVICE, QUICKER.
Speed & Accuracy
48
55
22
31
0
10
20
30
40
50
60
Q2 Q4 Q6 Q8
Not Resolved Resolved
SPEED AND ACCURACY GO HAND IN HAND
The network ensures that the
client receives more
accurate and targeted care,
quicker.
15.65Days to Match a
Referral to a
Provider
7.44Days to Match a
Referral to a
Provider
Q2
Q8
37
32
23
11
Tim
e f
or
Serv
ice E
pis
od
e (
days)
Cases that are Resolved
are quicker than
Unresolved cases
Accuracy
50
55
60
65
70
75
80
85
90
95
100
0 2 4 6 8
% o
f C
losed
Serv
ice R
eq
uests
R
eso
lved
Quarter
Overall
Social Enrichment
Money Management
ACCURACY IS THE REASON WHY THE MODEL WORKS
More and more service
requests are resolved
daily, allowing more
veterans, TSMs, and
family members to obtain
their desired service.
69%
99%
67%
52%
96%Overall, % of closed service requests
resolved, a tell sign of accuracy, increased
by 2%.
58%
Where are we going?
3. LOOKING FORWARD
OUR GOAL: TO BRING YOU ALL INTO OUR NATIONAL
COMMUNITY OF PRACTICE
WE ARE LAUNCHING A “NATIONAL COP” FOR PROVIDERS, CARE COORDINATION CENTERS, AND COMMUNITY PARTNERS TO EXCHANGE BEST PRACTICES AND IMPROVE COMMUNITY
CARE
NOW, HOW DO WE DEEPEN OUR IMPACT EVEN FURTHER?
WHAT IS A COMMUNITY OF PRACTICE?
Communities of practice are groups of people who
share a concern or a passion for something they
do and learn how to do it better as they interact
regularly.
HOW DO WE ESTABLISH A NATIONAL
COP?
Providing more accurate and relevant analytics to
each of you that will better inform your work
Delivering unique and tailored training and advisory
support to improve your ability to serve
Create local, regional and national of “best
practices” designed to create leaders in this space
WHAT WILL THE NATIONAL COMMUNITY OF PRACTICE LOOK LIKE?
National CoP
LOCAL COP
Composed of local CC
and providers
REGIONAL COP
Composed of all regional
coordination centers (e.g.
Carolinas CoP)
NATIONAL COP
Composed of all national
network coordination
centers and providers
Analytics: Receiving continuous & accurate analytics to drive activity
Technical Assistance: Accessing better training and network support
Leadership Network: A clear cadence of “best practice”
workshops
Best Practices Sharing
Analytics/Reporting Lessons Learned
CoP
WE ARE BUILDING OUT OUR COMMUNITY OF PRACTICE – THE DATA ANALYTICS, LEADERSHIP
NETWORK, AND TECHNICAL ASSISTANCE – TO ARM OUR PARTNERS WITH THE PROPER TOOLS TO
COORDINATE CARE.
HOW DO WE GET THERE?
Next Steps
ARE YOU A PROVIDER OR
CC?
Our National CoP is set
to launch in January.
More information
coming soon.
SUBMIT A REFERRAL FOR YOUR CLIENTS
TODAY!
Work with your CC to ensure
that you are serving your
clients through our
community care
coordination solution!
DOWNLOAD OUR TRANSPARENCY
REPORT
Learn more about where
we have come since
inception
1 2 3
LEADING ON OPPORTUNITY - ALIGNMENT
MISSION ACCOMPLISHED?
Desire to work as a unified coalition – collaborative, trusting and sharing of information
ONE place for clear information to be centrally located, updated, accurate and easy to understand
Build the message so that we all speak with the same voice
Identified need for metrics and outcomes
Publish specific Point of Contact names and contact information
Thank You and Congratulations!
