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HomeMy WebLinkAboutAgenda - 05-16-1995 - IX-B 1 ORANGE COUNTY BOARD OF COMMISSIONERS Action A ends Item No. _ ACTION AGENDA ITEM ABSTRACT Meeting Date: May 16, 1995 SUBJECT: Youth and Family Services Coordination Function -------------------------------------------------------------- DEPARTMENT:Manager PUBLIC HEARING: YES: NO:X --------------------------------------------------------------- ATTACHMENT(S) : INFORMATION CONTACT: I&R Executive Summary Manager's Office - ext. 2300 I&R Final Report (Separate Cover) Memo Dated 11/2/94 TELEPHONE NUMBER - Hillsborough - 732-8181 Chapel Hill - 968-4501 Mebane - 227-2031 Durham - 688-7331 ----------------------------------------------------------------- PURPOSE: To receive an update on the plan of action for improving the collaboration and coordination of the youth and family services delivery system in Orange County; specifically the recommendation regarding the development of an automated Information & Referral System for human services. BACKGROUND: At the November 10,1994 meeting, the Board approved the recommendations toward the enhancement of the human services delivery system (see attached Manager's Memo dated 11/2/94) . One of the recommendations included the researching of automated Information and Referral (I&R) Systems which may be utilized in Orange County. A Master of Public Administration (MPA) intern, Loretta Harper, was hired by the Manager's Office to assess available I&R systems and recommend a plan of action. After surveying several jurisdictions throughout the state and nation, and conducting local site visits, the research indicates that an I&R system would be beneficial for the citizens of Orange County. The main function of an automated I&R system is to link people in need of services with the appropriate agencies or programs that can help them. Clients and service providers would be better able to locate comprehensive, accurate, and up-to-date information about available services and programs. 2 Although most public and private non-profit agencies provide some form of information and referral, there is no uniform and formalized system in the county. This automated county-wide system would enhance the efficiency of service delivery in Orange County. It would be recommended to integrate current services with the proposed county-wide system. These current services include the Orange Book, which is maintained by the Orange County Public Library; and the information and referral services implemented by the Department on Aging, as well as other informal arrangements practiced among non-profit agencies. It is envisioned that access to this system would be available through service providers, the public" libraries of Orange County, Chapel Hill, and Carrboro, and via modems to the homes and offices of citizens. Informal discussions with representatives of Smart Start and the United Way of Greater Orange County have produced positive results. Both executive directors have expressed an interest in partnering with the County in this initiative. However, formal discussions with the Boards of Directors are currently being scheduled. The shared cost for project implementation includes $67,000 in start-up capital expenses. The County has $25,000 available in the CIP targeted for the automation of outside agencies. These funds can be used toward the initial capital expenditures; and Smart Start has also offered $50,000 towards the start-up expenses. Although there will be some costs associated with maintaining the automated I&R system, options for implementation are being r .- Fiewed and assessed. These options include incorporating the function into current county staff responsibilities, or contributions from the United Way and Smart Start. Because the United Way of Greater Orange County has a relationship with all community agencies, it is recommended that the County contract with them to serve as the administrator of this project. If approved, the United Way would provide supervision for I&R service in Orange County and the Human Services Coordinating Council would serve as the Advisory Board. RECOIMNDATION(S) : The Manager recommends that .the Board endorse the concept and continue to work with other agencies toward project implementation. 3 EXECUTIVE SUMMARY The information and referral project is designed to document the research findings of automated information and referral (I&R) services, in North Carolina and nationally, and to provide recommendations for an automated I&R service in Orange County. The primary purpose of an automated information and referral system is to enhance coordination and collaboration among service providers. An I&R system serves as a valuable resource to improve the overall efficiency and effectiveness of service delivery. The main function of an automated I&R system is to link people in need of services with the appropriate agencies or programs that can help them. Clients and service providers are better able to locate comprehensive, accurate, and up-to-date information about services and programs for Orange County citizens. In an effort to better understand how an I&R service could work best in Orange County, a research study was conducted using two methods: 1) surveys and 2) site visits/interviews. Surveys were mailed to 56 counties locally and nationally. In addition to the surveys, site visits were also conducted to provide an assessment of information and referral services in the following counties: Wake, Guilford, Durham, and Forsyth. Each visit consisted of an interview with the Information and Referral Director and an overall examination of the information and referral system currently being used. In addition to assessing information and referral efforts outside Orange County, it was equally as important to provide an assessment of information and referral efforts within the county. Most agencies in Orange County provide some form of information and referral for citizens. More specifically, the Orange County Public Library and the Department on Aging both provide a formalized information and referral service for service providers and citizens. By reviewing the I&R process in each of these agencies the county is better able to build upon and integrate what F 4 already exists with a proposed county-wide I&R system. The Orange County Public Library is responsible for the Information and Referral Guide for Orange County, also known as the "Orange Book". The "Orange Book" is used by service providers and other subscribers' to provide clients with agency and program information. The Department on Aging has a centralized information and referral service for older adults in Orange County. Although the Department on Aging's referral service targets the older adult population, many younger adults from different areas of the State use the referral service to obtain information for their parents. Recommendations for an I&R service in Orange County Based on the research conducted within Orange County and the information obtained from site visits and surveys, preliminary recommendations for an automated information and referral system (I&R) were formulated. The recommendations focus on five major questions: 1) Is automation of 1&R feasible from a technical standpoint? 2) Does money exist to develop an I&R system given the monetary and human resources in the County? 3) Do the unique needs of Orange County require that a software application either be specifically developed for the county or purchased and then customized to fit the county's needs? 4) Is the proposed work schedule and completion date for the I&R project acceptable? S) Has a developer, within the county or outside the county, been ident!fted and engaged? 5 TECHNICAL FEASIBILITY Automation of information and referral in Orange County is technically feasible. According to the Orange County Data Processing Department, the County may use the server located in the Whitted Building to link county agencies and outside agencies to a centralized information and referral system. The information and referral system will also be modem-accessible for service providers and citizens to access information via telephone lines from their home or office. The County is presently in the process of upgrading hardware and software in agencies and installing local area networks. Within six months, all county agencies will be fully automated. Outside agencies with the acquisition of a windows compatible PC with a modem and access to phone lines will also be able to access information from the server located in the Whitted Building. Both of these efforts will assist Orange County in providing all agencies with the capability to utilize an automated information and referral system. EXPENSES The start-up capital expenses will be the largest expense incurred by the County for the implementation of an automated I&R system. The software and hardware are both included in the total cost of start-up capital expenses for an I&R system. In addition to hardware and software, other expenses are also included such as; cabling, training, telephone system, hearing impaired terminals, promotions, and data entry. In an effort to implement an information and referral system in a timely manner, it is recommended that a referral package is purchased that may be customized to fit the needs of Orange County. In order to properly run the information and referral system, the County should also purchase at least five 486 computers with modems. The total estimated cost for start-up capital expenses is $67,000 (see appendix 1). 6 A proposed joint venture with Orange County Government, United Way of Greater Orange County, and Smart Start would provide shared resources and administration of the system. United Way of Greater Orange County would provide supervision for I&R service in Orange County and the Human Services Coordinating Council would serve as an Advisory Board. The Orange County, Chapel Hill and Carrboro public libraries would also perform I&R services with the assistance of United Way of Greater Orange County. SCHEDULE FOR DEVELOPMENT OF AN I&R SYSTEM Orange County should establish a project team and/or project coordinator to guide the development and implementation of an automated I&R service. According to the Orange County surveys, 62% of I&R services surveyed spent 6 months to 1 year for the planning and implementation of an information and referral service in their communities. Although referral software may be purchased, the project team may need at least 6 months to establish a written plan for the I&R system and provide adequate training for staff. On-going training should be provided to service providers and volunteers to encourage full participation in the use of the I&R system. It is extremely important that the project team establishes a phase-in approach for implementing the I&R system. These recommendations are part of the preliminary planning process for an automated information and referral system in Orange County. The next step is to establish a project team and\or project coordinator to begin the development process for an I&R system. In the development process, the project team should complete a plan of action for the I&R system which includes; a mission statement, referral software, funding sources, operating hours, and other related issues. Upon completion of a plan of action, the implementation process for a centralized, automated I&R system will begin which includes: purchasing hardware and software, loading software and data entry, installing necessary cabling and telephone lines, training for service providers and volunteers, and marketing and outreach efforts. DEVELOPER A developer for the information and referral system has been identified for the development process. However, a project team within the County should also be established to determine exactly what service providers need from an I&R system. Gulf Coast Software is the vendor for a referral package called Locator 4, a windows operating system. Locator 3, the DOS-based system, is currently used by Guilford and Mecklenburg counties. Locator 4 is user-friendly, client-driven, and may be customized to fit the needs of Orange County. In conjunction with a project team, a prototype subcommittee should also be formed to carefully examine software and hardware needs. 8 Proposed Budget for Information and Referral System Start-up capital expenses and one-time costs Computer system, including hardware, software, cabling and initial training $28,800 Telephone system, including Call Management $30,000 System, back up power supply, hearing impaired terminals, automatic call distribution and all installation Start-up promotion, initial printing and $ 5,000 publication expenses Initial data entry $ 3,200 TOTAL X67.000 ,3 9 ORANGE COUNTY HILLSBOROUGH NORTH CAROLINA MEMORANDUM TO: - Board of County Commissioners FROM: John Link, County Manager DATE: November 2 , 1994 SUBJECT: Youth & Family Services Coordination Function BACKGROUND: In the 1994-95 budget, the Board approved $30, 000 in county non-departmental funds; $20, 000 in reserve from Community-Based Alternatives (CBA) ; a redirection of $50, 000 from human services reform (one-half of one percent of all County funds that go into local public and private human 'services agencies) ; and $25,000 in the CIP for automation of outside agencies._ ._ This total of $125, 000 will begin the County's efforts of improving the human services delivery system during 1994-95.'., ; The recommendations-toward the enhancement_ of the service delivery. system�_included. *the following: (1) An Automated Information:=and-Referral System - This system would. provide w a`-common database for children and �familym.services:'_and be shared between public ,.._ and",private-_agencies_, w (2) An Improved Case--Management Process-that-is uniform to the extent that wherever the system is accessed, there is assurance that the clients will be informed of all appropriate services and agencies relevant to their identified needs. (3) Enhanced coordination/networking between public and private agencies. (4) A process developed to identify gaps in service delivery or systemic procedures. (5) A process that provides a periodic structure or forum wherein the respective groups convene to discuss and share goals, accomplishments, and concerns. AREA CODE (919) 732-8181 • 968-4501 • 688-7331 • 227-2031 • FAX (919) 644.3004 r-,.t 9znn 10 At the October 5, 1994 BOCC meeting, the Board received the Manager's recommendation of the process for developing an action plan. The action plan for implementation will establish a coordinated and empowered function designed to provide the coordination of youth and family services. The outcome, which was discussed and agreed upon at the recent PPP meeting, will be a service delivery system that will be proactive for positive youth development assured by measurement and evaluation. (See Attachment 1) To facilitate this process, the Manager recommended the use of two graduate interns, a Master of Public Adminis- tration (MPA) and a Master of Social Work (MSW) , to work cooperatively to develop an action plan. The MPA intern would concentrate on the automation component of the recommendations; while the MSW intern would focus on an outcome of empowered collaboration in the youth and family service delivery system in Orange County. STATUS: Effective October 24, 1994, Loretta Harper, an MPA student, was hired as an intern by the Manager's Office to work on the automation efforts. She is being paid from the Manager' s operating budget. The County is also in the process of negotiating a contract for services with the UNC School of Social Work-- (See Attachment 2) that would focus on collaboration in the service delivery system. This contract for services will provide for selected School faculty and staff to engage key family and children services stakeholders of Orange County in a process of consensus-building and decision-making concerning an appropriate community-empowered definition of, structure for, and agreed-upon protocol for collaboration. These services will be paid from the $30, 000 budgeted in the non- departmental funds. The Manager's Office, in conjunction with the Human Services Coordinating- Council of orange County, has scheduled a meeting on November 16, 1994 to discuss the strategies for implementation. The Coordinating Council was established in 1991 to develop a mechanism to coordinate the delivery of human services in the county. Members of the Council include representation from Orange County, Chapel Hill, Carrboro, the United Way, the Association of Community Agencies, and the UNC School of Social Work. Because of their charge and membership, this group is the natural source to serve as convener of the planning and development process for the coordination of youth and family services. t ' 11 In preparation for future discussions, the MPA intern is presently researching established Information & Referral Systems which are available in other jurisdictions. An assessment of these systems and recommendations from the Coordinating Council regarding automation efforts should be available in March 1995. With respect to the $20, 000 held in reserve from CBA funding, the County has conducted an automation assessment of the five currently funded CBA programs. The assessment was designed to determine their respective needs in order to access the County's Master Client Index (MCI) System. After meeting with each agency, it was determined that the necessary equipment totaled $10,260. A recommendation for this amount was requested; of that amount, $5,260 was approved by the Youth Services Needs Task Force. The balance of the $20, 000 reserve was re-distributed to meet other county needs, including those of Communities in Schools (CIS) . It is anticipated that the remaining computer needs will be met with possible discretionary funds available in 1995.