Thursday, August 15, 2019 from 10:00 AM to 12:30 PM EDT
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PACE Head Start 
32 Madison St.
New Bedford, MA 02740

Driving Directions 


Jess Benedetto 
Massachusetts Association for Community Action (MASSCAP) 

No Wrong Door: Service Integration 101 

Cost: $50

Target Audience: Executive, leadership planning, and other staff interested in or beginning to implement a service integration model at their CAA
Presenters: Representatives of CAAs currently implementing a service integration model; facilitated by Kathleen McDermott, KJ McDermott Consulting, former ED of Montachusett Opportunity Council Inc., facilitator of MASSCAP Service Integration Community of Practice

Interested in or in the early stages of implementing a service integration model to deliver your organization's services? Learn more about this "no wrong door" approach to serving people in need and advancing your mission! Agenda highlights include:
  • What is a service integration model and how does it differ from your current  process? 
  • Terms used in connection with an integrated service model: Service Integration, Bundled Services, Coordinated Case Management, Front Door, No Wrong Door
  • Steps in implementing a service integration model
  • Culture change: coming together toward a common goal, understanding the "why"
  • Staff buy-in: champions, leadership Team
  • Staff training: process training, other programs, data collection
  • Communication: internal and external
  • Assessing staff capacity, roles and responsibilities
  • Agency common intake and client-centered assessment 
  • When a client becomes a client 
  • Referral process: internal and external
  • Case management and integrated services 
  • Data collection, reporting and analysis
  • Common challenges including multiple databases
  • Managing resources to support an integrated model