10/12/2013 Mastering the P Puzzle e Pieces Relationship Building LMP Webinar Series Webinar 2 December 11, 2013 1 Welcome! • Who’s online? • This webinar is being recorded • Slides decks + handouts were emailed (clo@bellnet.ca) • Questions at end • Please post comments in text chat 2 1
10/12/2013 This webinar is being recorded Webinar recordings for all LMP webinars will be available at: • Literacy Link South Central: www.llsc.on.ca • Learning Networks of Ontario: www.learningnetworks.ca/ • Community Literacy of Ontario: • www.communityliteracyofontario.ca/ 3 About this project • Literacy Link South Central Labour Market Partnership (LMP) project • 7 Literacy Networks in Ontario, including QUILL and TCLN • 10 Strategies that were “designed to bring lower-skilled and marginalized clients closer to employment ” • An Employment Ontario project, funded by the Ontario government 4 2
10/12/2013 About this webinar Best Practices for Multi-Service Centres Debera Flynn, QUILL Learning Network Linking Adult Literacy to Poverty Reduction Jennifer Kirkham, Tri County Literacy Network Webinar hosting and technical assistance Community of Literacy of Ontario 5 Mastering the Puzzle Pieces Best Practices for Multi-Service Centres Debera Flynn, QUILL Learning Network 6 3
10/12/2013 QUILL’s role • to research best practices from multi-service centres in other jurisdictions • coordinating local services to enhance employment outcomes for lower-skilled Ontarians • achieving effective, efficient and seamless service for adults with employment goals who don’t have a grade 12 diploma 7 Different Approaches across the QUILL region 1 st Approach Single service agencies • host service coordination activity for Grey Bruce “ Social Networking for Social Services ” 8 4
10/12/2013 Single Service Agencies Annie Oakley Annie is a 24-year-old sole support parent of three children, aged 3, 6, & 8. She is separated from her spouse – currently in court for custody of children – spouse wants joint custody but Annie wants sole custody and supervised visits. She and the kids are living in a farmhouse outside of Chepstow with no vehicle. She relies on her mother for rides. The rent is $750.00 per month and heat is averaging $500.00 per month during winter months. The landlord refuses to do any upgrades to make the home more energy efficient. She has a disconnect notice as she owes $1250.00 in hydro arrears – she will be disconnected within the next 3 days. She has been out of the work force for the past 10 years. She only has her Grade 9, as she left school when she was pregnant. She has been receiving Ontario Works for past 16 months and, and receives her Child Tax Benefit. She has a bank account, and several debts - MasterCard $3400, Canadian Tire $1200.00, Bell Mobility $560.00. Her spouse refuses to help with bills and Annie is receiving calls from debt collectors. Her youngest child has very little speech and is scheduled to attend junior kindergarten in the fall but she has not registered them. Annie states she herself has a learning disability and did not do well in school. It has been recommended by some school officials that Annie could benefit from some parenting courses, but she doesn't know where to go. Annie is aware that she will be required to job search/upgrade in the fall when her youngest attends school. 9 2 nd Approach Multi-Service centres • facilitate discussion on present strengths and opportunities for improvement • research Best Practices from other jurisdictions • map what the ideal system would look like • identify concrete steps to move forward 10 5
10/12/2013 Who was involved: Multi-Service Centres in the QUILL region Stratford Kincardine Adult Learning Programs Lake Huron Learning Collaborative of Perth (ALPP) Adult Learning Centres – Grey Bruce Conestoga College Georgian Contact North Contact North vpi, inc. Huron County St. Marys Avon Maitland District School Partners in Employment Board ALPP Partners in Employment Contact North Other agencies were invited but did not participate 11 Strengths Opportunities for Improvement Very collaborative Rural...difficulty accessing services (especially Variety of venues, resources transportation) Convenience for clients Limited resources to service areas (rural) Choice, two locations to get Getting the message out service Limited hours of operation Diversified funding Can be confusing, working with more than People working in the agencies one agency are experienced Don’t know two agencies provide the same service We all have our own master and expertise Manage client expectations Make sure we’re coordinating, not competing 12 6
10/12/2013 Best Practice 1 Ensure appropriate agencies are co-located to match user needs . Have cross section of training, employment, and life: working Greater or more efficient client outcomes should be the goal 13 Opportunities for Improvement – Ensure appropriate agencies are co-located to match user needs. funding • • clothing closet personal counselling • • library of resources • transportation common calendar • • legal, financial, Probation and Parole, LEAP specialized programing – workshop delivery in • money matters, workplace training, customer service, stress management, special interests 14 7
10/12/2013 Best Practice 2 Implement effective planning and organization strategies for the centre as a whole. • consult service users • clearly defined model/structure • strategic planning meetings/training • working committees • new services delivered through existing agencies 15 Opportunities for Improvement – Implement effective planning and organization strategies for the centre as a whole. • informal and formal discussion and meetings • calendar of events • plan specific events • discuss new services • common survey for service users • keep client in mind for best outcomes! • screen for sharing information • increased traffic flow • ask - “Do we have a clearly defined model?” 16 8
10/12/2013 Best Practice 3 Look for ways resources can be shared and/or pooled amongst all the agencies. • pool budgets • clearly written agreements • seek alternate funding sources • compensate staff for centre work • advocate for increased/sustained funding 17 Opportunities for Improvement – Look for ways resources can be shared and/or pooled amongst all the agencies. • more marketing • pooling resources and act as “champions” • share “funding” ideas, in kind contributions • shared admin • have letters of agreement • pool budgets 18 9
10/12/2013 Best Practice 4 Ensure there is ease of accessibility of services. Physically, environmentally and geographically be wheelchair-accessible centrally located on transportation routes proximity to other related agencies safe environment appropriate internal spaces enhance ‘bricks and mortar’ centres • • customer service charters 19 Opportunities for Improvement - Ensure there is ease of accessibility of services. • all centres have accessibility • customer service charters – share and revise if necessary • credit courses • self employment workshops • small business • earlier hours • physical accessibility 20 10
10/12/2013 Best Practice 5 Secure commitments from partnering agencies. • mission statement • formal partnership agreement common principles of partnership • • shared confidentiality/release of information forms 21 Opportunities for Improvement – Secure commitments from partnering agencies. • Memorandum/Letters of Agreement • have referrals and releases 22 11
10/12/2013 Best Practice 6 Have clear understanding of roles and responsibilities amongst partner agencies and their staff. • client profiles multi-agency sharing days • orientation for new staff • • learn agency missions, priorities, and ‘language’ • time to foster mutual understanding • agency tours, shadow visits, interagency training 23 Opportunities for Improvement – Have clear understanding of roles and responsibilities amongst partner agencies and their staff. • give eopg.ca updates to all • orient new people to all agencies • referral forms very detailed • formalize more – contacts • meet to talk about what we do (2 times per year) 24 12
10/12/2013 Best Practice 7 Encourage communication and information sharing amongst agencies. • common centre calendar • interagency staff skills database interagency centre committee • communication protocols • • meetings (formal/informal) • share lists of common acronyms and definitions 25 Opportunities for Improvement – Encourage communication and information sharing amongst agencies. • explore and expand participants – education, library, United Way, newspaper, employers, police/OPP, addiction and gambling • streamline reports • wear name tags so people can identify who you are and what agency you are with • create a common newsletters • meet – “Do our boards work together?” 26 13
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