Integrated Service Delivery: Site Visits to Organizations in the Working Families Success Network (WFSN)

Integrated Service Delivery: Site Visits to Organizations in the Working Families Success Network (WFSN)

Published: Jan 31, 2018
Publisher: Washington, DC: Mathematica Policy Research

Mary Anne Anderson

Nan Maxwell

Key Findings
  • Organizations structure service packages across pillars in different ways to implement ISD.
  • Organizational partners facilitate ISD by offering access to additional services that the organizations themselves do not provide.
  • Organizations use strategies such as participant goal setting, developing trusting relationships with participants, and tailoring service content to engage and retain participants in services across pillars.
  • Organizations use data to track (1) whether participants are accessing services across the three pillars and (2) participant outcomes; however, not all staff collect and use data consistently within and across organizations.

The Working Families Success Network (WFSN) helps low-income adults achieve self-sufficiency by offering integrated service delivery (ISD) across three pillars: (1) employment and career advancement, (2) financial and asset building services, and (3) income enhancements and work supports. To better understand how organizations that are part of the WFSN implement integrated service delivery (ISD), the WFSN national leadership group contracted Mathematica Policy Research to assess implementation of ISD using three lenses: (1) a review of literature and documents to provide a context for WFSN’s approach to ISD; (2) a site-level survey to gain a high-level perspective on how organizations implement ISD; and (3) visits to eight organizations to gain in-depth insights on implementation. Together, these study components provide guidance on building organizational capacity to provide ISD; identify variations in services and delivery approaches; identify promising ISD practices; and may inform the design of future evaluations. This report shares findings about ISD implementation using information from visits to eight WFSN organizations.

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