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CBOs: Increasing Attachment & Retention

CBOs: Increasing Attachment & Retention . Working Families Success Network November 7, 2013. Workshop Focus. What are strategies for keeping participants in our center services engaged on the road to “success”?

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CBOs: Increasing Attachment & Retention

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  1. CBOs: Increasing Attachment & Retention Working Families Success Network November 7, 2013

  2. Workshop Focus • What are strategies for keeping participants in our center services engaged on the road to “success”? • How are centers addressing some of the challenges that might cause participants to drop out?

  3. Panelists • Sarai Garza, Financial Coach-Central States SER (Chicago) • Lars Gilberts, Director of Financial Stability – United Way Center for Financial Stability at Branches (Miami) • Sheryl Morris, CWF Site Director – Jane Addams Resource Corporation (Chicago)

  4. Special Guests From Southwest Solutions CWF site in Detroit: • Kevin Cornell - participant in Homeless Veterans’ Reintegration Program (HVRP) • GuisaSuttles- participant in Detroit GreenWorks Solutions

  5. United Way Center for Financial Stability • Operated by Branches, partnering with United Way of Miami Dade – started in 2009 (branchesfl.org) • Informed by best practice and local experience consulting with micro-entrepreneurs on business/personal finances • Financial coaching based on Coactive Coaching and Central New Mexico Community College models • Train/serve 4000 per year / coaching for 350 • 70% of those coached are already employed

  6. Center for Working Families at Central States SER • Funders • LISC since April 2011 • Community Development Block Grant (employment services) • Community Walk-Ins (Affordable Care Act) • United Way of Metropolitan Chicago • IL Department of Human Services • WorkFirst, SNAP, Special Project (Opt-ins) • Key Elements • Expanding the CWF umbrella • Theory of Change

  7. Center for Working Families at Central States SER (cont.) • Outcomes • PY1: 230 new enrollees • PY2: exceeded financial outcomes • PY3: midyear exceeded credit score and net work • Demographics • 83% female / 22% Latino / 75% African American • 5% working at program entry • 30% with criminal conviction / 30% without HS Diploma • www.centralstatesser.org

  8. Jane Addams Resource Corporation • A CWF built on a Manufacturing Training platform (training schedule creates a deeper client connection) • Served 1635 as site, 975 non-MSP participants • 76% unemployed at entry • 54% male / broad range of ages • 42% African American / 26% Latino

  9. Attachment & Retention Strategies THEMES • Strong coaching relationships focused on incremental successes. • Timely use of relevant financial products • Incentives as a tool for re-connection • Intentional planning of work flow and staff time • Frequent monitoring with data

  10. Harnessing Motivation (Branches) • Clients not disqualified on anything besides motivation • Setting Expectations • Client Agreement • Release and Disclosure • Financial Stability Plans • Elicited • Motivation • Habits • Short-term goals

  11. Harnessing Motivation (cont.) • Completing a Plan • Creating Value • Reflecting: What has been / What they now want to be • Engaging in additional Financial Stability Plan(s)

  12. Coaching (Central States SER) C O A C H Model - Key Elements: • Partnering with the client to create financial goals, move through obstacles and hold them accountable • The client is the EXPERT on the client’s life; they have answers and we do NOT offer advice • Creative, Resourceful and Whole • Action, Accountability and Goal-Focused

  13. Using Products (Central States SER) TWIN ACCOUNTS • Created by LISC • Phase 1: $300 Loan • Phase 2: Secured Credit Card • Products help clients move beyond survival mode and into future thinking and planning.

  14. Incentives & Program Structure (Central States SER) • We all like FREE STUFF! (A part of the answer…) • A tool to reconnect with a client • Can grab attention when “life happens” • Donations from board members and businesses – from pizza parties to a Samsung tablet • Are WE part of the problem? What can we do?? • More/better coaching training • Designated days and times for retention calls • Better cross-staff communication

  15. Manufacturing Orientation General Orientation Appt. ACA Enrollment Education Programs Manufacturing Training New Resources ACA and AmeriCorps Digital Literacy Classes Appt. Financial Coach Appt: Career Coach Job Readiness Training Financial Only Appt. Financial Coach Appt. Income Support Coach Digital Literacy Classes Jane Addams Resource Corporation FOC Flow Chart 8-20-13 Job Placement Appt. Job Developer

  16. JARC: Intentional Retention Management • Frequency of Contact

  17. Financial Coach Outreach Helps

  18. JARC: Regular Data Monitoring

  19. Group Discussion • What new ideas do these presentations spark? • What are other engagement retention strategies that work for you?

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