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Plain-Language Q&A Discussion:
What is HSI?
HSI stands for Human Services Infrastructure. HSI is envisioned as a
coordinated, statewide social service system for people in the state of
Connecticut.
Is HSI really needed?
Right now, Connecticut's public- and private-sector human service delivery
system can be duplicative and uncoordinated. The range and complexity of
services can be confusing to the average person. Multiple social service
agencies may be serving the same person and not even know it. Some people
are not aware of federally- and state-funded services that can help them
as individuals or families. Outcomes and results are seldom tracked.
Layoffs, retirements, budget crises, and closure of several Department of
Social Services offices have put more pressure on the system. With HSI,
the state and non-profit partners are looking to address these challenges
by pulling together a coordinated, outcome-conscious, results-oriented
system of services.
What's the overall goal?
The goal and vision is for a coordinated system of services that helps
people access the services they need to gain or maintain self-sufficiency.
Can you elaborate on that?
We want make sure we can help people avoid public welfare, get off welfare
if they're on it, stay off welfare, get into the workforce, stay in the
workforce, get help with various critical problems the most efficient way
possible, from dedicated staff in hard-pressed social service agencies.
We see HSI as
supporting:
The vision is for a coordinated system of services that people can
access easily-whether or not they are DSS clients. And if they're DSS
clients in the area of family welfare (Temporary Family Assistance), we
want to increase 'front-end' services to meet the needs of clients who
face multiple barriers to their entry into the workforce. This commitment
is more important than ever because recent legislation lowered the number
of available TFA extensions from three to two. The newly-developed
Employment Success Program will help in this respect, providing in-depth
assessment and intensive case management to TFA clients with multiple
barriers.
But aren't a lot of people well-served by the current
system?
For many people, that's certainly true. Despite its flaws, Connecticut has
one of the best social service systems in the nation. But it's apparent
that we need a new framework for managing increased needs during a period
of sustained budget pressure and diminished resources. HSI is designed to
tighten up the gaps, bring agencies closer together, and better track
client services and outcomes so we know how people are doing as we try to
serve them more comprehensively.
Comprehensively-and 'holistically?'
That's probably a good way to put it, too. We're trying to get rid of the
traditional reflex of serving people categorically and independently. HSI
is moving us toward a more holistic approach between services and between
agencies…eliminating those traditional 'silos' of services.
What agencies you're talking about for HSI?
At the start, there are three groups we're calling key functional
statewide partners:
- Connecticut Department of Social Services;
- Connecticut's Community Action Agencies (CAAs); and
- 2-1-1/Infoline
These entities are uniquely positioned to build on their existing
successes and expertise to help the state create a more innovative,
automated and cost-effective approach to the delivery of social services.
HSI was developed as a natural extension of the partnership established
last year between DSS, 2-1-1, and CAAs to serve low-income families
leaving cash assistance because of the federal 60-month time limit on
Temporary Family Assistance. HSI provides a framework for coordinated
services.
Is there a role for other social service agencies?
Essentially, all human service organizations are part of the HSI
concept--non-profit service providers, municipalities, state and federal
agencies, corporate and volunteer resources, faith-based organizations,
and university-based assets. We are attempting to bring existing resources
closer together.
When does HSI begin?
Implementation begins on January 1, 2004. The first stage involves
providing training and staff development for the staff of DSS,
211/Infoline and the CAAs, and piloting the new, statewide client and
outcome tracking software, called the Connecticut Family Agency Community
System (CT FACS) at three Community Action Agencies; CTE, New
Opportunities, and TVCCA. The pilot agencies are also testing the new
referral process with their local DSS offices. Training and staff
development will continue and the pilot site experiences will be
evaluated. Additional CAA sites will be brought "on-line" during
this time. We anticipate that all clients entering a CAA program or
service will begin to be processed using HSI protocols by July 1, 2004.
Development and implementation of HSI will continue throughout the year.
Is HSI going to take more funding?
HSI is primarily a re-focusing and realignment of existing resources in
the Community Action Agency network. No new resources are anticipated, as
HSI activities can appropriately be funded through specific program
expenses for case management, with planning and administrative expenses
covered primarily through existing funds. HSI is a new way of serving
clients and recording outcomes to document returns on investment in human
terms.
You mentioned automation at one point. What's that all
about?
Automated computer systems will support something called ROMA--which
stands for Results-Oriented Management and Accountability. It's mandated
by the federal government for Community Action Agencies nationwide.
Actually, ROMA is a sound management practice that incorporates the use of
outcomes or results into the administration, management and operation of
human services. CAAs must focus on the outcome-the result or the
product-in addition to the program or service. Computer software
supporting ROMA is being installed in each CAA agency to support the
outcome-based foundation of HSI.
Can you elaborate on what all this is going to mean for
clients?
First of all, people who are not DSS clients would be assisted in finding
services in the community to help them to live better lives. This is
currently done if they call 2-1-1 Infoline or by happenstance, if people
know the right agencies to go to. HSI will enhance information and
referral by further integrating it into the system.
People who do need DSS's help would arrive at the door better prepared
to receive that help. For example, if they go to a Community Action
Agency, assessment, information and referral--and pre-application
assistance for DSS programs-will connect them to services in a more
effective way, and help them understand DSS processes and requirements.
For people seeking services in DSS' time-limited Temporary Family
Assistance program, it is anticipated that special problems and barriers
would be discovered and addressed so that 21 months would be enough time
to build a foundation for success. Clients would leave the system employed
and informed about services in the community to help them maintain
independence, connect to helpful resources, build assets, and grow with
their community.
What, specifically, will the Community Action Agencies and 2-1-1
Infoline be doing in HSI? Staff in Community Action Agencies, like
staff at DSS, 2-1-1 Infoline and other agencies, are already working hard
to get people the help they need. But they're not necessarily doing it in
the most coordinated fashion. HSI should change that. We envision CAAs to
become 'Self-Sufficiency Centers'-doing comprehensive intake and
assessment; DSS pre-application assistance; direct services; referral to
services outside their agencies; case management, tracking and outcome
reporting.
As background, Connecticut's CAAs have a nearly 40-year history as the
federally-designated anti-poverty agencies. CAAs are locally-based and
well-known in their communities. They serve a diverse base of
clients/customers of all ages and backgrounds with a wide range of needs.
People served by CAAs include everyone from infants to elders, the
unemployed and the employed, in-school youth and out-of-school youth. CAAs
are governed by boards comprised of representatives from business, the
public sector, and the populations served.
2-1-1 Infoline, operated by the United Way of Connecticut, has a strong
record as the state's human services information and referral network,
dating from the 1970s. In 1999, Connecticut helped set a national trend
with the easy 2-1-1 phone contact, on a 24-hour/seven-day basis. 2-1-1
Infoline and CAAs will work together to ensure that available resources
are identified.
Both of these partners are available statewide, and both have
longstanding contractual and funding relationships with DSS.
What are you calling pre-screening and application support?
DSS has been working with the CAAs and Infoline to create an assessment,
referral and application support system that builds upon these
organizations' historic connections to the community and our clientele.
In the system, the CAAs will assess clients to identify potential
sources of help, regardless of whether it is a DSS or CAA program, or one
run by another agency. Low-income individuals often do not know that they
are eligible for some programs in addition to the one for which they are
applying. The CAAs are well-situationed to know what is readily available
in their own communities.
The CAAs will also provide application support by helping clients
prepare what they need in order to apply. Assistance programs have
different criteria and methods for determining income, assets and
household composition. There are lengthy and complex application forms and
various forms of proof are needed.
The CAAs can help clients be better prepared when they interact with
DSS. For example, CAA staff can help an applicant understand that when
filing an application for federally-funded Food Stamps, her or she will
need to bring four recent pay stubs, a birth certificate or other proof of
identity, rent receipts or other proof of rent or housing costs, and
copies of utility bills. Every client who comes to the doors of DSS better
prepared for an appointment will mean convenience for the client and
savings in time and workload for hard-pressed DSS staff.
Can you summarize what CAAs will be doing, then?
If a person comes through the door of a Community Action Agency, staff
will assess individual or family needs. Many clients will receive a
formal, comprehensive needs assessment. Depending on those needs, the CAA
staff member will help the person prepare for the DSS application process,
collect the necessary documentation, and help make an appointment at DSS.
This saves time and confusion for the client, and help DSS workers in a
time of decreased staffing. Clients will go to DSS better prepared, and
DSS staff will be in a better position to determine eligibility. CAA staff
will immediately refer clients with significant barriers to DSS. CAA staff
will assist other clients with applications to DSS programs and
services-as well as other services, like the federally-funded winter
heating program administered regionally by CAAs. Staff will also work with
2-1-1 Infoline caseworkers to refer clients to services and collaborate on
tracking and outcome reporting.
How about some more information about Infoline's role?
Infoline, operated by the United Way of Connecticut, has a well-regarded,
comprehensive system of tracking referrals to services and of capturing
demographic information about people requesting assistance. Building on
the system developed previously to assist former TFA clients with service
referrals, Infoline will refer low-income clients and, where appropriate,
will negotiate priority access to services. In addition, Infoline will
coordinate referrals to and from the Community Action Agency network.
With the combination of Infoline's database and the ROMA tracking
capabilities being developed by the CAAs, we will have the ability to
measure outcomes, assess our successes and shortcomings, and make future
funding requests and decisions, as appropriate.
To sum up, how would you describe HSI for the average
reader?
Connecticut's Human Services Infrastructure is all about serving
Connecticut's low-income, vulnerable citizens and eligible non-citizens in
the most effective way possible.
- It's both a vision and a concrete action plan.
- It's about improving relationships and coordination between human
service agencies in a time of budget cutbacks.
- It's about giving people help that feels like help in their efforts
toward improved self-sufficiency.
- It's about human service agencies coming together to serve people
cooperatively, instead of independently.
- It's about improving knowledge about and access to existing services
and their often complex eligibility criteria.
- It's about reaching out to people to make sure they know about
available services, instead of having them try to discover what's
available on a hit-or-miss basis. For example, making sure eligible
people know about federally-funded winter heating assistance can mean
a big difference in their ability to remain self-sufficient.
- For those who need DSS's help, it's about arriving at the door
better prepared to receive that help, with the assistance of Community
Action Agencies, 2-1-1 Infoline and other service partners.
- It's about tracking outcomes to make sure people are being helped
and are helping themselves.
- It's about making sure the human services system is responsive to
people within their cultural context, and sufficiently flexible to
meet emerging needs.
- It's about Connecticut's public and private human service agencies
working together to determine people's needs and connect them with
available services.
- Finally, it's about maximizing the effectiveness of taxpayer dollars
invested in human services.
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For
more information on CHSI, please
contact Edith Karsky (860-560-5845) or David MacDonald,
Communications Director, at DavidM@crtct.org
or (860)560-5847. We look
forward to hearing from you. |