Moving to Universally Accessible and Responsive Services – IOWA’s Experience Region V...
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Transcript of Moving to Universally Accessible and Responsive Services – IOWA’s Experience Region V...
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!!!