Moving to Universally Accessible and Responsive

Services – IOWA’s ExperienceRegion V Disabilities Training Region V Disabilities Training

March 3 & 4, 2004March 3 & 4, 2004

Doug Keast, Iowa Workforce Development

A State-wide Problem Solving Approach

To Ponder….

How do our understanding of and practices in policy and accountability impact customer services?

1989 -

Governor Branstad established a “Target Alliance” of business, labor and government representatives

Asked to review workforce services Voiced concern over fragmentation of services “How can someone possibly make their way

through the maze to find the best mix of services for them?”

Creation of “One-Stop”

1994 – DOL Grant to Pilot “One-Stop” 1996 – Iowa’s Reform Legislation establishing

“One-Stop” Workforce System 1998 – WIA authorization and implementation

begins 1998 – Iowa receives two State Partner Initiative

(SPI) Grants – SSA and RSA 2000 – Iowa receives related DOL, SSA and CMS

grants

Work Incentive Grant Partners

Iowa Workforce Investment Board

Iowa Workforce Development Iowa Dept. of Human Services Iowa Dept. of Human Rights Iowa Governor’s Council on

Developmental Disabilities State Independent Living

Council Iowa Creative Employment

Options

Iowa Division of Vocational Rehabilitation Services

Iowa Department for the Blind Iowa Association of

Community Providers Drake University Rehabilitation

Institute Iowa Dept. of Education

Defining Collaboration

Cooperation Coordination Collaboration

Statewide Focus - 3 Levels

RegionalState PartnerPolicyMultiple levels – but local

direction is key to effective collaboration

RSA

SPI – 1998 – Paths to Systems Change

Focus on learning how collaboration develops on local level. Identified indicators of good collaborative systems as well as perceived barriers.

SSA

SPI – 1998 – Iowa Bridge to EmploymentLearn about the impact on employment through

addressing support needs of job seekers on Social Security Benefits. Piloted making Benefits Planning available in 1-Stops

BPAO – 2000 – IMPACTProvides Statewide Benefits Planning services to Iowans Youth Transition – 2003 – Smart StartDevelop and demonstrate model for successful

transition of students with disabilities

CMS

Developing state’s infrastructure that makes Personal Attendant Services (PAS) available to Iowans that require it to maintain involvement in community activities – including employment

DOL

2000 –WIG – State Agencies work as partners with RWIBs and local partners to address employment outcomes

2003 – Navigator – pilot the Navigator role in six regions

2003 – Youth Transition – use resource mapping to enhance transition outcomes

2004 – Region 11 Customized Placement Grant

Identified in Local Focus Groups

Standards for accessibility do not translate evenly from Region to Region

Staff do not see themselves as “agents of a larger system” Programs use different tools, forms and language Sharing is not “rewarded” There are questions about disclosure of disability for

customers Regions prefer to learn what works in other regions and

have the state provide expertise in consultation

Things to Consider...

The more barriers are removed, the better customers may serve themselves. Universal Accessibility helps all job seekers.

Programs working together to develop services make them easier to use. When services are easier for customer to use, the outcomes improve.

Programs using common tools make them universally accessible.

Using more technology improves universal access

Local Direction is key to Customer Service State Agency role to facilitate, recognize

and share Policy does not translate directly to service,

unless it is used by local Boards and service agencies to support them in addressing the needs of their communities. “Compliance Thinking” does not translate well to customer service.

Key Outcomes

Demonstration and Opportunities to Share Stronger State Level Coordination

(Governance Board) Collaboration Technical Assistance

(A-Team) State Memorandum of Agreement

<http://www.dvrs.state.ia.us/partners.html>

Now on tap…

Looking for opportunities to replicate effective models demonstrated in Iowa and elsewhere

Learn about customized employment and business partnerships

Continue working toward universally responsive customer service system

Add more tools to our tool boxes

Thank You!!!