Tools to Navigate the system

After fielding various phone calls from trained counselors not having a clear idea of what exactly happens to the applications once they put them through the software I train with, I can see why my supervisor wanted me to do a "counselor supplement" project.

If you consider the notion that people only hear 15% of what is said to them, and every single word that comes out of my mouth is crucial (perhaps except my corny jokes that are meant to keep people awake), we have to prepare and equip counselors to find answers to questions after they leave the training.  They go home with an entire training book, but that is designed for state-wide use and is mainly step-by-step how to use the software.  Once counselors sit down with a real person in need of real help, there is a lot more involved than just navigating the software.  They have to help their client navigate the entire public benefits system.

Hopefully this is where my supplements come in.  I am meeting with intake workers and supervisors in every single county in the Central region.  This serves a few purposes:

• Further solidfying the relationship between the my program and JFS
• Showing JFS that we want to work with them and are trying to help them work more efficiently with clients
• Gives JFS the opportunity to voice concerns and create a conversation about how the our software works.
• Counselors are assured the information I give them is current and correct, as it is straight from the intake workers.

They've been very productive meetings, and helpful for me to see the other side of the JFS office (especially after dealing with my own frustrations in getting food assistance.  Still in that battle, by the way.) 

ODJFS Director Douglas Lumpkin's Thoughts

I've finally gotten around to transcribing the chicken scrawl I took during the OBB conference from our keynote speaker.  We were lucky enough to have Douglas Lumpkin, the Director of the Ohio Department of Job and Family Services, to speak to hundreds of counselors and site administrators from across Ohio.  This is a very important relationship, because the Benefit Bank is a direct line for families to JFS's systems, and many times, service agencies have difficulties dealing with the barriers at JFS.  What a great opportunity for Director Lumpkin to speak directly to our partners and for them to hear his ideas and openness to helping the same people they are trying to help.

He started by warning us that

1. I’m not fun
2. I’m not overly profound... but for everyone in the room I have something in common: that is that I care.

He stated that he values "this partnership (between OBB and JFS).  The Gateway (allowing OBB to submit application electronically to JFS system) has been up for 2 years, taken up to 36,000 applications through."

He describe the role of ODJFS as threefold:

1. Develop and implement policy and procedures
2. Pass out lots of $.  ("Lots of people want to talk to us about that.")
3. Maintain information systems

 I will go ahead and just copy some of the most influential statements that he made during his speech.  I enjoyed it and I feel that the attendees also walked away with a more positive perception of ODJFS.  Here are some excerpts:

You can’t effectuate change and policy without IT.  A real player in this environment, the Benefit Bank is a  platform on the IT platform. 

Challenge:  Help them (they new face of poverty coming in to get help) understand there is no embarrassment in this world.  Individuals coming in that gave help, are now getting help. 

I don’t know that our goal should be to make you desperately poor before we help you.  (Applause)  

We need to have conversations about self-sufficiency and sustainability.  This recession had pointed out one thing about self-sufficiency is really ONE things with three letters: J-O-B.  No one is going to get rich off our SEP program (Subsidized Employment Program).  But we have to give people a chance to start somewhere.

This is one of the worst recessions there’s ever been.  30% cut at JFS, less $, fewer people than we’ve ever had (working).  We need to make sure there’s a clear understanding: in the face of it all, that you can still move forward in a direction to help people.  Do we need more resources?  Absolutely!  Do what we can, where we are, with what we’ve got.

We have to meet people where they’re at.  The conversation that goes beyond this room.  I know you (attendees) work with people in the deepest throes in challenges in trying to make it to the next day.  We're having the same conversation with …community colleges.  So we’re in a positive to help both those who want to get back to work quickly AND help people who have a longer horizon. 

I believe that as a community partners you play a valuable role in meeting people where they’re at.  You help people navigate various systems.  We at JFS are about to embark on bringing up self-service application, similar to what the OBB is turning to.  This is absolutely not competing with the Benefit Bank.  We're taking the vision of meeting people where they’re at.  (remember:) “Everyone’s not at your shop!"

If two people always agree, one of them is always unnecessary.  And I believe everyone in the room is necessary.  Disagreement doesn’t change reality, the ability to have real dialogue about solving real problems.  And I don’t need to demagogue your ideal because I can’t agree.  And I can respect where you come from: you want to help people.

I am open to conversations and ideas that you might have.  My role as director really isn’t to direct, but to enable (community partners).

My philosophy of meeting people where they’re at: Think of call centers (as a way to access public benefits).  So impersonal!  A case worker said to me “you expect a 76 year old who needs Medicaid to do it over the phone?"  I said absolutely not.  I expect that we allow a 22 year old with 2 children to do it over the phone so they don’t have to get on a bus and drag two kids there, don’t have to spend time, so we CAN spend time with 76 year old person.

(Philosophy behind changing how JFS offers services:)

1. There is more than enough need to go around
2.  Meet people where they’re at (some people prefer personal)
3. We don't have any $, so find most efficient way to help people

Not trying to replace personal situations with people who need assistance.  Some people, who if you just point, will make it there.  Enable the world for them too.

Director Lumpkin closed with a telling of the "Starfish Story", and ended with 

In resources/budget issues, be the boy on the beach (in the story), recognize that if you are making a difference to the family in front of you.