Outreach

Overview

Program/Practice Name: No Wrong Door (NWD)

Agency Name: Louisiana Department of Social Services (DSS)

Contact Information: Stacy McQuillin Project Manager Louisiana Department of Social Services (225) 342-5573 smcquill@dss.state.la.us http://www.dss.state.la.us/index.cfm?md=sitesearch&tmp=home&keyword=no%20wrong%20door&startIndex=1

Type of Program/Practice: In its pilot stages, NWD allows clients to access intake materials and receive intake assistance to any DSS program through any of the DSS agencies.

Description

Program/Practice Description: NWD emerged from a 2003 Louisiana legislative act, with the goal of improving client services with access to multiple State agency assistance programs through a single point of entry, integrated screening and referral, and multiagency case management. NWD is being piloted in a limited capacity within DSS in two parishes. Program goals are supported by the development of the ACESS (A Comprehensive Enterprise Social Service System) electronic case management system.

Innovations and Results: At DSS entry points (Louisiana Rehabilitation Services, Office of Community Services, Office of Family Support) or through the online tool, clients expressing interest can be screened for eligibility for Food Stamps, Temporary Assistance for Needy Families and cash assistance, child care assistance, and Medicaid. If the screening occurs at a DSS facility, staff must offer to make appointments with agencies supporting identified needs. A new document scanning project, being piloted in one parish, allows staff within each of the three DSS agencies to view a client's submitted documentation to reduce the collection of duplicative information and documents. DSS staff receive broad cross-training on the functions and rules of DSS agencies.

Implementation

Tips to Implementation: NWD represents a philosophy shift and an ambitious objective of synchronizing intake, referral, and case management processes of many State agencies. Louisiana has started this process incrementally, beginning with DSS and two pilot parishes.

Keys to Success:

• Staff cross-training to understand the services offered by affiliated agencies.
• Supportive technology (ACESS), which allows comprehensive screening and will support any future multidisciplinary team case management.

Challenges: When implementing a similar model, agencies should consider the ability and limits of agencies to share data under Federal law and the limited funding options for collaborative interagency efforts due to restrictions on uses of Federal program dollars.

Tools

The following tools are associated with No Wrong Door. Please send us an email for more information about these tools.

Select Needed Services

Survey for clients and caseworkers to locate supportive services

Screening Tool

Used to help determine comprehensive eligibility and identify multiple social services

Staff Orientation 2007

Cross-training materials and policy handbook

Information Sharing Report

2011 update on the "One DCFS Transformation Project"

Louisiana Neighborhood Place Business Plan

A "one stop shop" that allows the State and community partners to provide comprehensive services to citizens

Overview

Program/Practice Name: Wake County Human Services

Contact Information:

Linda M. Bauer Program Manager Wake County Human Services 2220 Swinburne Street Raleigh, NC 27620 (919) 212-7222 lbauer@wakegov.com

Description

Program/Practice Description: By co-locating Work First case managers and Qualified Professionals in Substance Abuse (QPs), Wake County Human Services is able to provide integrated and continuous care to individuals who may require substance abuse and mental health treatment.

Innovations and Results: At Wake County Human Services, QPs are housed with Work First staff. Work First customers meet with Work First case managers who then refer the clients to QPs for screening. QPs have designated time slots for assessment each week and try to make appointments with clients within the same week. There are two full-time QPs at each facility as well as treatment providers located on the same campus. Work First job counselors and case managers provide follow-up.

Partnerships: Work First and mental health/substance abuse treatment staff participate in monthly Work First Steering Committee meetings and supportive team staff meetings. Through partnerships with Job Link, Wake County Business Advisory Council, and employers, clients are assisted with obtaining job readiness skills. Wake County Human Services also provides transportation assistance through vendors, bus passes, and gas cards. Child care is an available resource for Work First customers and can be utilized contingent on clients' needs to become job ready.

Implementation

Tips to Implementation: Challenges that Wake County Human Services have encountered include increasing collaboration and communication between QPs and Work First staff, and coordinating authorization processes and other reform-generated administrative procedures. Mental health reform currently does not provide sufficient funding and administrative mechanisms to pay private agencies for the time needed to provide their services in that manner. However, critical to Wake County Human Services' success in overcoming some of these challenges have been the co-location and integration of staff across welfare, mental health, and substance abuse to form one team mutually responsible for the same clients. Wake County has been purposeful in maintaining this program within the larger integrative efforts of the agency, with successful results.

Keys to Success:

• Integrated services with Work First case managers, QPs, and mental health providers co-located
• Staff part of one team with mutual responsibility for clients
• Policies implemented by Work First, such as mandatory screenings, appointments with QPs, follow-up sessions with QPs, and required follow-ups
• Commitment to reducing/limiting the number of steps between assessment and service to make it easier for clients

Tools

"There are no tools associated with this program."