Changing Lives. For Good.

ANNUAL REPORT 2013

IMPACT 2-1-1 | IMPACT Alcohol & Drug Abuse Services | IMPACT Awareness

IMPACT Workplace Services | IMPACT Planning Council

IMPACT is committed to changing lives, for good. Our family of services helps restore the health and productivity of individuals, organizations and workplaces leading to an improved quality of life for our entire community.

impactinc.org

As IMPACT’s Board Chair, I extend thanks to you on behalf of IMPACT, our employees and the people we serve. Your donations, partnership and advocacy in 2013 helped us strengthen and extend the reach of our programs and as a result, over 200,000 lives in Southeastern Wisconsin were changed for good.

My professional background is in architecture; and I know clients partner with firms committed to designing and building spaces that make the best use of their resources — capital, technological and human, which ultimately results in more efficient operations, cost savings and overall better service for their customers.

Over the last year, IMPACT put a particular emphasis on making our services even more efficient without sacrificing effectiveness. More people accessed help through our technological improvements. We lent our expertise in providing assessment and referral to support organizations offering Affordable Care Act enrollment assistance, and we led the Coordinated Entry Initiative’s charge to connect people to shelter more quickly.

When IMPACT builds efficiencies like these in its family of services, we help organizations that partner with us become more efficient, and soon other communities seek out our assistance. That‘s why we’ve grown from providing assistance to residents of Milwaukee County to providing assistance to residents in nine counties — 40 percent of Wisconsin’s population.

Going forward, we’ll continue to use efficiency to expand our reach and support other nonprofits through collaboration to help communities become stronger, healthier places to live work and play. As we do so, IMPACT will remain committedto the core of all our work: helping people — one by one — get connected to services they need, and changing their lives for good.

2013 IMPACT LeadershipKeith Anderson, ChairEngberg Anderson Design Partnership*

James A. BaxterVon Briesen & Roper, SC

Maggi Cage, Ph.D., 2nd Vice ChairCommunity Volunteer

William B. ColemanColeman & Williams, LTD

Kim M. Dougherty, TreasurerChildren’s Hospital of Wisconsin

Claudia GuzmanUniversity of Wisconsin Milwaukee

Randall C. HarlanEnterForce, Inc.

Laura J. HauschildNorthwestern Mutual

Caroline V. Krider, 1st Vice ChairU.S. Bank National Association

Karen OrdinansChildren’s Health Alliance of Wisconsin

Jill Ritterbusch, Past Board ChairCity of Milwaukee Health Department*

Chris SchmidtJohnson Controls, Inc.

Roger ShermanGoodwill Industries*

Flip WeberHarley-Davidson*

*Retired

One such example is IMPACT’s relationship with the Planning Council which began over a decade ago when Milwaukee stakeholders realized that the community would benefit from a 2-1-1 system. That experience, and numerous other occasions in which teams from both organizations worked together, revealed that IMPACT’s strength of referring clients to appropriate programs within the human service system, and the Planning Council’s strength in working to improve the human service system, are quite complimentary. A merger of the two organizations in 2013 means that our combined efforts are more efficient and just as effective.

Technology is allowing us to connect with our clients in ways I would have never imagined a decade ago. In addition to face-to-face encounters, and telephone assessment and referral, we now utilize online chat and texting. I have always said that people will seek assistance sooner if they feel safe and comfortable. Providing several different points of access and levels of engagement reflects the diverse and ever changing world we live in. If a quick text message or chat session prevents a family’s personal crisis from escalating further — even better!

I believe so strongly that IMPACT provides the highest quality programs in the most efficient manner that we have begun to reach out to surrounding counties in Southeastern Wisconsin. Our goal is to deliver our brand of client-centered services to a broader population so more people can take the first step toward regaining stability in their lives. A decade from now, I know we will be able to look back and say that evolution and growth never compromised our core value of treating clients with respect.

I’m excited to prove it.

Our goal is to deliver our brand of client-centered services to a broader population so more people can take the first step toward regaining stability in their lives.

PRESIDENT & CEO MESSAGE: MICHAEL DAVIS BOARD CHAIR MESSAGE: KEITH ANDERSON

Over the last year, IMPACTput a particular emphasis on making our services even more efficient without sacrificing effectiveness.

New approaches, new portals and new populations I am proud of IMPACT’s ability to make connections that translate into better processes and positive changes in the lives of people we serve. This is possible, in large part, because our organization has built relationships with a multitude of service providers, community stakeholders and funders that value collaboration. We are stronger, and achieve greater success, together.

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IMPACT PROGRAMS

Number of people served in 20131,365

Number of clients and organizations served in 201370

Number of people served in 2013202,008

Number of people served in 20136,291

Number of people served in 20134,192

IMPACT 2-1-1 is a central access point for people in need. During times of personal crisis or community disaster the free, confidential helpline and online resource directory make it easy for residents to get connected to information and assistance.

• Began providing 2-1-1 service to Waukesha, Dodge, Jefferson and Walworth Counties. • Led Coordinated Entry initiative in collaboration with shelter providers to help single women and women with children access available shelter. • Collaborated with Milwaukee Enrollment Network to provide information about health insurance options and connect individuals to resources available to them through the Affordable Care Act. • IMPACT 2-1-1’s Intern & Volunteer Resource Program was recognized by Milwaukee Area College Internship Consortium with the Outstanding Employer Internship Program.

IMPACT ALCOHOL AND DRUG ABUSE SERVICES includes consultation and referral for people concerned about alcohol and drug use. IMPACT also facilitates the assessment process for clients with a legal or license-related offense.

• Conducted over 40% of intake screenings of Milwaukee County residents who are disadvantaged or uninsured — the most of any Central Intake Unit in the County. • Provided more than 5,500 mental health screens as part of the community-wide initiative to address co-occurring issues. • Of the Milwaukee County residents convicted of Operating While Intoxicated [OWI] who obtained an assessment, 76% of the clients referred to treatment completed their program. • Intensive case management provided to 75 OWI clients convicted for a second or third offense resulted in a 94.6% treatment completion rate — a positive step in reducing recidivism.

IMPACT WORKPLACE SERVICES provides consultation, training and employee assistance programming to maximize productivity, promote conflict resolution strategies and foster a healthier work environment.

• 275 supervisors gained skills and insight to improve workplace efficiency and effectiveness. • 5,000+ sessions offered to employees and their families to address personal problems, and help companies retain employees and increase productivity. • Over 90% of our client companies renewed service agreements in 2013; 77% of those companies who rely on us for Employee Assistance Program (EAP) services have been with us five or more years.

IMPACT PLANNING COUNCIL advances community health and human services through objective planning, evaluation and research.

• Launched the Evaluation Institute and provided 660 hours of evaluation technical assistance to 13 funders and 62 community-based agencies. • Approximately 58% of technical assistance engagements were Milwaukee-based; 25% had a regional focus; 6% had a state-wide focus; and 12% had a national focus. • Hosted a data visualization conference at University of Wisconsin – Milwaukee’s Zilber School of Public Health in Milwaukee. Presenter Cole Nussbaumer, analytics expert formerly with Google and author of “Storytelling with Data” blog provided insights on data visualization best practices. The sold-out event was possible in large part due to the support of the Faye McBeath Foundation, Foley Family Foundation, Greater Milwaukee Foundation, Helen Bader Foundation, the Joxel Group, Local Initiatives Support Corporation (LISC), the Nonprofit Management Fund, Northwestern

Mutual Foundation, United Way of Greater Milwaukee, UWM Peck School of the Arts, UWM School of Information Science, UWM Zilber School of Public Health, WE Energies, Zilber Family Foundation, and the Zilber Property Group.

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IMPACT AWARENESS raises community consciousness about risky behaviors and promotes healthy lifestyles.

• IMPACT Awareness expanded our ‘stop drinking [SO MUCH] milwaukee’ campaign to help people throughout the state of Wisconsin connect the dots between their risky drinking

behaviors and any problems they’re having in life.

Most adults who drink alcoholic beverages do so in moderation and never experience a problem. But others drink in ways — or at times — that pose significant risk to their health, employment and safety; and have other personal and social consequences.

It’s easy to determine whether you might be putting yourself or your loved ones at risk. Take an online alcohol screening at http://www.impactinc.org/impact-awareness/online-alcohol-screen/.

IMPACT 2-1-1 screens people seeking food pantry referrals to ensure that they qualify.

Less people are turned away and food goes to those in greatest need.

A Milestone in Connecting Our Community

IMPACT is diligent in our efforts to ensure that all clients are connected to the right resource, the first time. Our approach to service delivery also yields positive results for the organizations that contract with us and the partners we collaborate with because we understand everyone is looking for ways to optimize efficiency.

Caroline Krider& Paul Smith

Triple Play Day with IMPACT 2-1-1 recognized the program, its collaborating partners, funders and advocates who helped build IMPACT 2-1-1 into Southeastern Wisconsin’s central access point to family, health and social services.

Over 200 people came out to Miller Park and celebrated IMPACT 2-1-1’s tenth year of serving our community. We were proud to present “Leading Indicators. Leading Change,” the 2003-2012 report analyzing ten years of community needs and current emerging trends.Special thanks to the following organizations for sponsoring the event, commemorative report and video:

EFFICIENCY

2013 MERGER IMPACT + Planning Council =

increased operational efficiency by combining accounting and other administrative functions for a savings of approximately

$30K per year

For every $1 invested in an employee assistance program through IMPACT Workplace Services, employers had an average return-on-investment of $11.46 through improved productivity and employee retention.

Maximum ROI

IMPACT 2-1-1 regularly “warm transfers” a client directly to a service provider. This saves the person from making another phone calland assures that they qualify for the resource.

Text messaging + online chat features were fully-implemented in September and resulted in a dramatic increase in use among IMPACT 2-1-1 clients. Text message (September - 9 | December - 65). Online chat (September - 7 | December - 35)

online search sessions in 2013

IMPACT 2-1-1’S RESOURCE DATABASE 58,000+Allows clients and case managers to access referraloptions on their own and frees-up phone lines for clients with complicated needs or no computer access.

IMPACT Workplace Services helped to return 81% of referred employees to productivity.

* Source: Society for Human Resource Management

of employee salary*150%Turnover =

6 7

COORDINATED ENTRY CALLSAverage on-hold time = 1.8 minutes

Average talk time = 6.57 minutes

It takes less than nine minutes for homeless individuals to access all available shelter/diversion/prevention options.

2008 to 2013IMPACT 2-1-1

Technology advancements +

streamlined processes = acost-per-client decrease of

more than

14%

IMPACT’s regional expansion means that we serve as a resource for a greater populationthan ever before. In five years, the number of clients served has increased by over 44 percent. Treating each individual with respect and providing the right service, remain our highest priorities.

With support from Local Initiatives Support Corporation (LISC), IMPACT Planning Council worked with Washington Park Partners to develop and utilize logic models to better coordinate and measure the impact of housing resources in the neighborhood. The collaboration helped leverage additional grant funding to benefit Milwaukee residents.

“Thanks to your entire ‘dream team’ for the great presentation, which gave my board members an opportunity to meet, first-hand, the people who are making great things happen on the neighborhood level. It was a wonderful illustration of how groups can work together effectively in support of a shared goal.” — Leo Ries LISC Executive Director

IMPACT 2-1-1 is now the service provider for nine counties in Southeastern Wisconsin. This reduces duplication of services, as well as technologyand overhead costs associated with separate call centers. As a result, more resources are invested into service delivery; building and maintaining the resource database; and training Community Resource Specialists, volunteers and interns.

REGIONAL EXPANSION

9counties inSoutheastern Wisconsin

Waukesha + Dodge +Jefferson + Walworth

signed on in 2013

IMPACT Alcohol and Drug Abuse Services was engaged by Jefferson County’s Intoxicated Driver Program (IDP)provider to conduct their Spanish-language assessments.

COLLABORATION

IMPACT 2-1-1 implemented a new Coordinated Entry system, allowing community shelter staff to spend less time on shelter-related calls and focus more on case management. We now have more options of resources, increasing the ability to provide an accurate referraland quickly connect people with the service they need. The system is being overseen by the Milwaukee Continuum of Care. The City of Milwaukee Community Development Grant Administration and United Way of Greater Milwaukee are lead agencies.

The data collected by IMPACT 2-1-1 helped foundations like Northwestern Mutual, the Zilber Family Foundation, and the Helen Bader Foundation to plan for where their resources are needed in an effort to address a community need specific to an issue, a population, or a geographic area.

IMPACT Planning Council partnered with the Free and Community Clinic Coalition to produce a directory of clinics that serve low-income, uninsured, underinsured and undocumented residents in Milwaukee County. IMPACT Planning Council’s analysis of the data collected by clinic providershas been instrumental in the Coalition’s efforts to report clinic utilization, manage staffing levels, and support funding requests. IMPACT 2-1-1 loaded the directory information into our resource database so it is accessible by the entire community.

Our community is fortunate to have an effective network of human service organizations, coalitions, foundations and corporations that are committed to improving the well-being of residents in Southeastern Wisconsin. Maintaining a collaborative approach to address the issues facing our most vulnerable populations results in increased efficiency for service providers and funders. Most importantly, it contributes to positive, sustained changes in the lives of our clients.

IMPACT is involved in a community-wide initiative led by the Milwaukee Co-Occuring Initiative to create an integrated system that addresses substance abuse, mental health and trauma issues as a means to coordinate care more effectively.

IMPACT Alcohol and Drug Abuse Services added mental health screening to our assessment process for more than 5,500 clients in 2013.

DODGE

WASHINGTON

OZAUKEE

JEFFERSON

WAUKESHA

MILWAUKEE

KENOSHA

RACINE

WALWORTH

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68% of IMPACT clients self-report symptoms that suggest a mental health concern. 37% have experienced a traumatic event.

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IDP clients assessed by IMPACT have the third lowest re-offense rate in Wisconsin.

Living UnitedThroughout the nation, United Ways are a critical part of sustaining the work that nonprofits do to help neighbors most in need. IMPACT is grateful to United Ways in Southeastern Wisconsin for supporting our efforts to help people address substance abuse issues, get connected to shelter, affordable healthcare, food and other critical services.

The generosity of these United Ways helped IMPACT change lives in 2013 and ensure we will be able to continue this important work in the future:

Network for GoodMs. Tara GorisMs. Patricia R. Gutierrez*Ms. Cynthia Hagedorn*Mr. Randall C. Harlan**Ms. Jennifer Hernandez-MeierMs. Sandra Hunt*Mr. John Hyatt*Ms. Nancy Johnson*Ms. Vanessa JohnsonMs. Melinda KiltzMs. Cindy R. KrahenbuhlMs. Sara Labahn KublyMs. Jessie KushlanMs. Lexi LozinakMr. John Lueschow*Ms. Sarah LuongoMs. Lori D. Lutz*Ms. Bettye Mani*Ms. Bettie Mattison*Mr. Daniel J. McCarthyMetcalfe’s SentryMs. Sara MishefskeMr. Bruce MurphyMs. Audra L. O’Connell*Ms. Cheryl OrgasMr. Eric OstermannMs. Constance PalmerMs. Karen PalmersheimMs. Sarah PaulMs. Lisa PollnowMr. Carl QuindelMs. Susan L. Beck Riekkoff*Ms. Mary Anne SelbyMr. Duncan M. ShroutMs. Sidnee SmithMs. Debra L. Sittig*Ms. Catherine A. SwesselMs. Jennifer L. Toepfer*Ms. Cheryl Vaught*Dr. Sheldon WassermanMs. Angela Williams*Ms. Sarah Jane WilkeMs. Katie WolfMr. David C. Wolfson

FINANCIAL INFORMATION*

2013 REVENUEProgram Fees .........................$ 1,725,694 Government Agency Support ......................$ 1,306,524 United Way .............................$ 789,463 Donations ...............................$ 316,201 Investment Income .................$ 100,945 Sales to Public ........................$ 4,614 Total ................................... $ 4,243,441

2013 EXPENSESIMPACT AODA Services ..........$ 1,206,459IMPACT Awareness ................$ 113,537IMPACT Workplace Services ...$ 531,116 IMPACT 2-1-1 .........................$ 1,164,953Planning Council ...................$ 182,910Administrative Expense ..........$ 908,975 Fundraising Expense ..............$ 86,626Total ................................... $ 4,194,576

*Staff or Volunteer | **Board Member

Thank You to Our Generous 2013 Donors $5,000 and aboveBrewers Community Foundation, Inc.Ms. Caroline V. Krider and US Bank Foundation**The Faye McBeath FoundationGreater Milwaukee FoundationNorthwestern Mutual FoundationJane Bradley Pettit FoundationMs. Filippa C. Weber**

$1,000 – $4,999Keith Anderson**Briggs & Stratton Corp. Foundation, Inc.Mr. Michael G. Davis*Ms. Laura J. Hauschild**Samuel K. and Doris Hersh Chortek FundJohnson ControlsMs. Deborah J. OstrengaMr. Sushil PillaiVon Briesen & Roper, SC

$500 – $999AnonymousAssociated Bank MilwaukeeMr. James A. Baxter**Ms. Terri DavisJewish Community FoundationMs. Jill Ritterbusch**Mr. Chris Schmidt**Mr. David M. Smith

$100 – $499Mr. and Mrs. Lawrence J. BennettMs. Vickie L. Boneck*Mr. Thomas A. BrophyMs. Sandy ButschliMaggi Cage, PhD**Mr. Stephen L. ChernofMs. Catherine FeiersteinMr. Robert FerridayMr. Randy GascoigneJan and Todd GravelineMr. Thomas E. Hlavacek

Your donations, partnership and advocacy in 2013 helped us strengthen and extend the reach of our programs and as a result, over 200,000 lives in Southeastern Wisconsin were changed for good. — Keith Anderson, IMPACT Board Chair

Ms. Janine Holmblad*Ms. Christine HolmesMs. Carol A. JohnsonHerbert H. Kohl CharitiesMs. LaDon LoveMs. Mary Beth MalmMr. Steve MarcusMr. Thomas E. Martin*Mr. Paul F. MathewsMr. and Mrs. James McDonaldMs. Karen M. Ordinans**Dr. Magda G. PeckMs. James N. PhillipsMs. Kathleen J. Pritchard*The Ritterbusch Group, Inc.Mr. Roger C. Sherman**Ms. Jackie Shields*Studio GearMr. Geoffrey R. SwainMr. Mary H. ThomasCharles I. Trainer 1982 TrustMr. John G. UrbashichMr. Michael Vocar*Mr. Earl Robert Waite*Ms. Julie Whelan Capell*

$1 – $99Ms. Kris A. BarnekowMs. Terry BatsonMs. Joan BettsMs. Lori Boesel*Mr. and Mrs. Jack BoettcherMr. Thomas F. CallanMr. Clarence ChouMs. Amanda DahlquistMr. Frank DailyMr. G. Scott DavisMs. Marti Davis*Ms. Diane DuffyMs. Heather EllisMs. Amy L. Evens*Ms. Rosemarie J. FridrickMs. Rochelle M. Fritsch*Ms. Sandra A. Gentilli*Mr. and Mrs. Martin F. Golden

United Way Donors Designating IMPACT

Paula and Keith Anderson*Mr. Patrick R. BatomMs. Christy L. BergenMs. Vickie L. Boneck*Ms. Ann BriaMr. Edward L. CarlsonMrs. Martha J. Davis*Mrs. Michelle L. DomagalskiMs. Amy Evens*Mr. Todd FitzgeraldMs. Sandra A. Gentilli*Mr. and Mrs. Charles T. GorhamMrs. Patricia Gutierrez*Harley-Davidson Motor Company, Inc.Mrs. Laura J. Hauschild**Ms. Janine Holmblad*Mr. John M. Hyatt*Mr. and Mrs. Ted D. KellnerMs. Alexis L. KraftCaroline Krider and Paul Smith**Mr. John R. Lueschow*Mr. David J. MalletteMr. Thomas E. Martin*Lauren Pagenkopf and Michael McCafferty*Ms. Brittany McCroy*MillerCoorsWilliam MuchkaMr. Steven L. PizurDr. Randle E. PollardMs. Mary Ellen RentscherMs. Jillane B. Ritterbusch**Mr. Gregory J. RogalinskiS & C Electric CompanyMs. Debra L. Sittig*Ms. Joann SmithMs. Lisa M. SouthernMr. Craig L. SpicerMs. Mary Strobbe*Mr. Thomas E. SwiftMs. Wendy L. Van DykeMr. Michael Vocar*Ms. Diane F. WagnerMr. Kenneth E. WardMs. Filippa C. Weber**Joseph & Vera Zilber Family Foundation

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* Audited

6737 West Washington Street, Suite 2225 | Milwaukee, WI 53214 | (414) 256-4808 | impactinc.org

• Simply dial 2-1-1 or (414) 773-0211 or (866)211-3380

• Text your ZIP Code to TXT-211 [898-211] and IMPACT 2-1-1 will respond promptly.

• Click to chat live with a Community Resource Specialist at www.impactinc.org/impact-2-1-1/

• Search IMPACT 2-1-1’s online resource database containing over 5,500 community programs. www.referweb.net/ipct/

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