Community Services Division: Response to COVID-19 · CS Administration (CSA) CSA Service Delivery...
Transcript of Community Services Division: Response to COVID-19 · CS Administration (CSA) CSA Service Delivery...
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Community Services Division:
Response to COVID-19
Community Services Director Team
04.14.20
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Community Services COOP Planning
Issues and Risks Going Forward
• Evolving operations as pandemic risks change
• Infrastructure to support remote work and social distancing
• Continued need for administrative flexibility
• Rapidly changing policy, regulatory, and financial landscape
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Issues and Risks, cont.
• Increased demand for public
assistance
• Increased housing insecurity
• Stability of community
partners
Community Services COOP Planning
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Department Reports
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CS Administration (CSA)
CSA Service Delivery Priority:Ensure community services staff &
contracted providers have what they need to continue providing essential services to our
community members.
Service Delivery Changes & Key Issues:
1) Contract Management & Vendor Support2) Operational Logistics3) Employee Health & Well-being
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CS Administration (CSA)
Service Delivery Changes & Key Issues:CONTRACT MANAGEMENT & VENDOR SUPPORT
1) Communication
2) Vendor Support & Issue Resolution
3) Contract Process Changes
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CS Administration (CSA)
Service Delivery Changes & Key Issues:OPERATIONAL LOGISTICS
1) Technology & Equipment
2) Building Safety & Access
3) Client Information & Referral
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82 7888
5264
144154
141159
116
0
20
40
60
80
100
120
140
160
180
Monday Tuesday Wednesday Thursday Friday
Number of Calls Daily
Pre COVID Post COVID
CS Administration (CSA)
Community Services Main Phone Call Volume
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CS Administration (CSA)
Service Delivery Changes & Key Issues:EMPLOYEE HEALTH AND WELL-BEING
1) Supervisor Training
2) Staff Resources & Information
3) Staff Safety
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Community Corrections
• Juvenile
– Juvenile Service Center (JSC)
– Youth in placement and detention alternatives
– High Risk Clients
• Adult
– Intensive Supervised Release (ISR)
– High Risk Supervision
– Court Services
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Community Corrections
Juvenile Services Center (JSC)
OPERATIONAL
PREPAREDNESS
PREVENTION
MANAGEMENT
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0
2
4
6
8
10
12
14
16
1-Mar 15-Mar 26-Mar 1-Apr
1616 16
77 7
23
JSC Population
Dakota Out of County
Community Corrections
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Community Corrections
Juvenile and Adult Sections
• Modifications to existing service delivery
• Suspension of non-essential programs
• Coordination with Courts, County Attorney, and Jail
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Community Corrections
Key Issues:
• Housing
• Prison releases
• Connectivity of and to clients
• Lack of normal response for violations
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Employment & Economic Assistance
Service Delivery Priorities
• Collect, scan and index incoming mail into OnBase (the electronic document management
system)
• Continue to get payments to families in Child Support and respond to needs and changing
situations for families
• Be responsive to people calling in for all areas including employment
• New applications in Public Assistance
158 135 144185
245 272320 336
0
50
100
150
200
250
300
350
400
March Week 3 March Week 4 April Week 1 April Week 2
Weekly Applications include SNAP, Cash, and Emergency Assistance (and some healthcare) 2019 & 2020
2019 2020
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Employment & Economic AssistanceChanges to Service Delivery
• Delivering services remotely whenever possible with the help of waivers
• Child support court hearings, with very few exceptions are on hold
• Drop off and pick up area at NSC
• 90% of staff are working from home, including answering general number
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Employment & Economic Assistance
Key Issues
• Maintaining staff on-site in the
mailroom
• Volume increases in all programs
• Changes in child support may be
difficult for non-custodial parents
- Cost of living increases
- Stimulus checks are likely to
be intercepted
• Over 32,000 unemployment
insurance claims
1,339 980
34,044
0
5,000
10,000
15,000
20,000
25,000
30,000
35,000
40,000
January February March 16 -April 10th
Dakota County Unemployment
applications
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Public Health: Service Delivery Priorities
• Department Operations Center (DOC) for COVID-19
– Monitoring the situation
– Providing essential services for isolation / quarantine
– Communicating accurate information to key audiences
– 9 Public Health staff are serving in the EOC
• 11 staff volunteered for donation sites
• COOP
– Over 80% of staff regularly teleworking
• Ensuring grant deliverables are met for continued funding
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Public Health: Service Delivery Priorities
• Disease Prevention & Control (DPC)
– 8 active tuberculosis (TB) cases (using Vidyo)
– 3 worksite/community site TB contact investigations
• Family Health
– Intake continues for: home visiting, asthma, hearing, birth defects, lead, Follow Along
– 22 public health nurses (PHNs) assigned to the DOC
– Engaging clients by phone or video
– Started billing for telehealth 4/2
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Public Health: Changes to Service Delivery
WIC Program
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Public Health: Key Issues
• Rotating DOC roles
• Long term planning for mass testing and/or vaccination
• Technology needs to support telework
• Planning to continue critical functions in case staff
become ill
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• Child Protection/Adult
Protection
• 24/7 Crisis Response
• Services for most vulnerable
• Sheltering people who are
homeless
Social Services: Service Delivery Priorities
Image from Matrix Housing Services
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• Stable call volume, different issues
• Delivering most services remotely
• In-person visits when critical
• Congregate settings (e.g.: detox, etc.)
Social Services: Changes to Service Delivery
0
100
200
300
400
500
600
700
800
900
1,000
Jan - Feb March - Current
Child Protection Reports
2019 2020
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Social Services: Key Issues
• Technology to support telework
• Community and nonprofit infrastructure
• Balancing public safety and program mandates
• Inconsistent policy guidance
• Responding to community needs
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Veterans Services
Service Delivery Priorities
• Dakota County Veterans
- Dependents and their families
- Surviving Spouses
o Family members of deployed service members
• Most vulnerable veterans
Intentional outreach is being conducted by staff to identify and serve these clients.
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Veterans Services
Changes to Service Delivery
• Serving Dakota County veterans and their families through phone calls, emails, and mailings
- Changes to VA and MDVA policies which allow electronic signatures
- Utilizing Intent to File to preserve effective date of claim for clients
• Beyond the Yellow Ribbon networks
• Veteran Service Organizations
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Veterans Services
Key Issues
• Backlog will be created by utilizing Intent to File
• Veterans COVID-19 Grants
$1,000COVID-19
Disaster Relief Grant
$3,000 COVID-19
Special Needs Grant
State Soldiers Assistance
Program (SSAP) Special Needs
Grant
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Communications Plan
Connecting with Dakota County residents during a global pandemic
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Community Services departments currently:
• Calls, texts, video contact with vulnerable and at-risk clients
• Working with and through other trusted organizations (VSOs, etc.)
• Telephone-only option for EEA applications (no computer needed)
• Partnership with CDA to provide health information to residents
• Engaging contracted service providers
Getting The Word Out and Staying in Touch
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• Most have Smart Phones, internet access.
• Those that don’t have internet—have TV,
newspapers, newsletters, bulletins, word of mouth.
• Promote through existing partners: those orgs.
serving older adults (DARTS, Neighbors Inc.,
Hastings Family Service)…and faith networks,
YMCAs, Community/ Senior Centers.
• Message: remind about COVID 19 best practices;
County Hotline, Senior Linkage Line, food shelf,
delivery options, check-in calls…
Reaching Older Adults during COVID 19
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Situation:
• We are all experiencing unprecedented times with the COVID-19 pandemic. Our lives — personal and professional — are changing at a rapid pace.
• Resulting from Minnesota’s stay-at-home order, many residents —specifically elderly — cannot attend senior centers, places of worship or day programs that provide our seniors with resources and information.
• Many Dakota County residents do not have access to a computer or online resources.
Recommendation:
• The Communications team will produce and execute tactics to inform residents about programs and services including the Dakota County Public Health hotline offered during the COVID-19 outbreak.
Our Current Situation and Recommendation
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Our existing tactics
• Social media channels — Facebook, Twitter, LinkedIn
and Next Door
• Dakota County website — dedicated COVID-19
resource page, community and business resources,
and communication materials
• Printed communications — posters at park and
libraries
• COVID-19 public health hotline
• Working closely with CDA
• City websites include links to Dakota County
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Tactic Audience Message/Content
PSA Radio PSA, local public access
stations
We’re here to support you — provide public
health hotline, website, encouragement
Small poster Places of worship, food shelves,
libraries — locations still receiving
foot traffic
We’re here to support you — provide public
health hotline, website, encouragement
Small poster or
postcard
Organizations offer services for
seniors — YMCA, senior centers,
Meals on Wheels
We’re here to support you — provide public
health hotline, website, encouragement
Postcard or flyer Libraries — insert in bag at
curbside service
We’re here to support you — provide public
health hotline, website, encouragement
Postcard or flyer CDA — postcard included in ‘door
hanger’ distribution
We’re here to support you — provide public
health hotline, website, encouragement
Other Communication Tactics
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Direct Mail
Tactic Audience Message/Content
Postcard All Dakota County residents We’re here to support you — provide public
health hotline, website, encouragement
Postcard Dakota County residents, 65
and older
We’re here to support you — provide public
health hotline, website, encouragement
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Questions?